J.R.J. Tara Corporation

Review: On November 1st of 2014 I rented a U-haul truck from the [redacted] location in Virginia. The company asked me how many miles I would be driving. I let them know and they said the total charges would be $85. When I got in the truck they had listed the gas was at 1/4 of a tank. It was however slightly below this amount. I thought nothing of it as it was close to a 1/4 of a tank. I ended up driving a few more miles more than anticipated. I made sure I filled up the tank as high as it was when I got it (slightly under 1/4 of a tank). I actually believe I stuck in a little more than they gave me. I put in about $25 worth of gas.

When I received the bill for services they charged me extra mileage, which was fine. However, they also charged me a $30 refill fee for someone pulling the trigger to pump gas and an additional $16.20 in extra gas. This is ludicrous. As stated I filled the tank up to where it was and slightly higher than what it was.

In addition to the gas issue, the truck also had mechanical issues causing me to not be able to drive over 45 miles an hour. The engine kept roaring when I tried to drive faster and the truck did not seem to be able to shift gears. This also caused me a lot of lost time on my move.

When I contacted U-haul in regard to the fees they basically told me tough luck. They said you should have told us it was slightly below a 1/4 a tank. Shame on me for not reporting this. I am a very honest and ethical person and it was very hurtful to hear that they could care less about my complaint.

Please help me get my money back. I was charged about $46.20 in extra fees that should not have been charged. I am very frustrated with the level of customer service.Desired Settlement: Refund of $46.20

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located in Portsmouth, VA, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted] unfortunately we are unable to refund you on the fueling fee. Per your rental agreement there is a $4.50 per gallon plus a $30.00 fueling fee if the truck is returned below a1/4 of a tank of fuel. As far as any mechanical issues with the truck, that particular has rented about 20 or more times in the last 45 days with no reported issues by any other customer Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: We rented a truck from Uhaul to move our belongings from our apartment to our new house. The truck was in horrendous condition we called in and talked to the manager who said that it was OUR fault that the truck was in bad condition even though we had a CDL licensed driver and he has driven semi's to this day. On the way back to drop off the vehicle we even had another CDL driver drive it who said that the truck was in bad condition. The manager yelled at us about how he didn't have to do anything and that it's not his fault the truck is in poor condition told us to go through UHAUL to get reimbursed for anything and he has no superiors so don't yell back at him and he doesn't need to listen to us. This was a major issue because the problems with the truck include but are not limited to bad brakes, leaking back (water leaked all over our belongings), shocks that were worn, could not get up to speed/had extreme hard times on hills even when EMPTY, etc. We did call into the corporate office a few times and they only said they can do something after we return the truck and they would not help us until then. This is absolutely ridiculous because the people who were driving did not feel safe in that truck and we expressed that to them. We did try to go through the claim option but we have not heard anything from that route either. Uhaul needs to inspect this Uhaul business in Schenectady, NY on Hamburg street because this is not the first time we have had issues there and if this is how UHAUL businesses are going to run then I will never go through UHAUL again.Desired Settlement: Replacement/reimbursement of the following items: *I will not be handing over my HDD or anything with personal information due to the fact that I am a CET major and know what can be done with them and how they can be treated I have personally taken care of them and destroyed them as I saw fit to make sure that no information was captured from them*

- Laptop that I have now had to replace seeing as I am a college student and mine was destroyed

- WDD External HDD that was destroyed due to water damage from truck

- Cookbooks that were destroyed

- Cost of new death certificate for my father

Things I can not get replaced but were destroyed:

- Wife's grandmothers hand written cookbook

- My father's original death certificate

Business

Response:

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

[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], I have received the forward of the information you had provided regarding your September rental with U-Haul, and would like to sincerely apologize for the inconveniences that you had encountered. While I cannot undo what has happened, I can assure you that the truck that you had rented did in fact get to our shop shortly after your rental for necessary repairs. Being in business for 66 years now, we surely take the repairs of our equipment seriously, and strive to ensure that every family using our equipment is provided with something that is clean, safe, and expertly maintained. Sadly, as with everything in life, things happen that just don't go along with the plans. I have located the claim that was started regarding the damage to your belongings. Please contact [redacted] at ###-###-####, or email at [redacted].com , referencing your claim number of [redacted]. I have been in contact with him, and he is expecting to hear from you to work on the claim. Realizing that we fell short in the equipment we had provided you, I have issued a credit to your Master Card for the rental amount of $137.36. I do again apologize for the inconveniences, and appreciate the opportunity to address your concerns. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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

I will never utilize U-Haul's services ever again and I have already informed all family and friends to use any other moving company in their future moves. My husband and I moved from Edmonton, Alberta, Canada to Toronto, Ontario, Canada at the end of August on the long weekend this year. We had phoned the U-haul store prior to picking it up to make sure that their trucks had working adapters, and we were told that they would. We received a rental truck (17feet) that was extremely dirty and a tow-dolly for our car. My husband tested the adapter in the truck to make sure it was working so that we could have our cell phones charged for our long move in case an emergency happened. It did not work, so the U-haul store told my husband that he would have to drive the U-haul rental truck to their southside location to get it fixed. My husband drove it there, waited, and nobody there was able to fix it. So they sent my husband to drive the truck to another location, and so he did. They were able to fix it at that location, by this time it was late afternoon. We had scheduled our friends to help us move that day at 2pm, however due to the fact that the truck was still getting fixed we had to cancel it and move everything ourselves (my husband and I only) that evening when we got the truck back to our house. The next day, we went to leave and hook up the tow dolly. What a surprise, the tow dolly was broken. U-haul had saran wrapped one side of the tow dolly to try and keep the parts together because a washer or some part was missing. I called the U-haul store and asked if they could fix it or deliver a new tow dolly. They told me that they were extremely busy and didn't know if they would be able to fix it that day and they couldn't get us a new one. They said I could take the tow dolly to their southside location and wait there to get it fixed, but they said it could take a while there too. I asked if somebody could come fix it on site, and they said they have roadside emergency assistance but they weren't sure how long that would take either. I called the emergency assistance line, waited on hold, got through to an agent, and requested assistance. A man came to fix it about 1.5hrs later. He fixed it, and by this time it was late afternoon again. I called and made a formal complaint with U-haul after we moved on Sept 13, 2012 and they said somebody would contact me within 3 weeks. 3 weeks passed, I called on Oct 4, 2012, and an agent told me that there was a note on my file that an employee had left a message with me. I never received a message from a U-haul agent on my phone. The agent transferred me to this employee's number, I got through to this employee who said that she has never seen my case, upon which I briefly summarized my complaints, whereby she then said again that she has not seen my case yet but that she "would remember a case like that". She told me that she would look into it and get back to me by the end of that day. We confirmed my contact number and she had the right number. I did not get a call back that day. I called back the next day, Oct 5 2012. The employee said she hadn't looked at it yet but will get back to me by the end of that day. She left a message that day saying she had a resolution. I called back within 10 minutes of the message, got no answer, left a message. No response that day. I called her on Oct 9, 2012, left a message as there was no answer. I called again that day, reviewed the case with her again, she said she could refund me for the tow dolly but that's it, as the adapter "does not impede the vehicle" and it's "not a government regulation" that their trucks have working adapters. She said she would investigate further the adapter getting fixed at the two different uhaul sites and call me back. I called back Oct 16, 2012, no one answered. I called back today, Oct 18 2012, and she said the same things and only refunded me for the tow dolly. Overall, it was a completely unprofessional experience, the employee told me it was "not necessary to get upset about this". At the very least, please respond to consumer complaints within the time frame that you dictate.

On March 2 I reserved a outside storage unit and moving truck for March 16. When I arrived on March 16 there were 2 agents at the desk, one being the guy that made the reservation for me. The guy would not look at me and the gird acted like she didn't want to be bothered. I told them that I had a reservation for a storage unit and truck. The spoke up without looking at me that the unit had been rented and that there was inside storage available which we told him the week before we did not want. I told them I was not interested. At that point they tried to rent me a truck. I told them I didn't need the truck as I don't have a storage room to move stuff into. My partner who witnessed all this, called the area manager when we got home and made a complaint. She said they are suppose to call and let you know when they rent a unit out like that, which they did not. Obvious a reservation means nothing to them. Very unprofessional. My partner lost a day of work over this. Needless to say, we will not use Uhaul again

My experience was so unreal that it will make me never again use UHAUL, even though I recognize that their availability and product makes them so easy to use and almost invincible to reviews like this one. I was charged the normal correct amount after my move, and then almost two weeks later a mysterious additional charge showed up on my credit card. No explanation, no receipt...nothing. So I called the branch manager, not once, but twice, and both times he said that he would get back to me, and never did. Not only was that completely unprofessional, but when I did finally corner him on the phone he said that because there was no receipt, he could not refund the amount!...but that is exactly why I needed a refund - because I had no receipt nor record, and I was being charged for services not rendered! I spent the next week on the phone with customer support being bounced around to people who told me that they did not have the authorization to issue a refund, until someone finally told me that they WOULD HAVE issued me one, but it was the weekend, so I should call back on Monday. Low and behold, on Monday, when I called back, my contract number had mysteriously disappeared out of their entire computer system. 3 customer service representatives couldn't find it. The charges are still on my credit card. I finally just had to dispute the charge with my credit card company and call it quits.

My issue goes back to 2008 when I scheduled/reserved a truck for my move. I also purchased boxes, tape and markers from U-Haul store in addition to reserving movers through their system. On the day of the move, I go to pick up the truck and am told I was not allowed to rent from them. The U-Haul agent couldn't tell me why but that I was not allowed to pick up my reservation. The agent put me through to U-Haul Traffic (whatever that means) who informed me they didn't know why I wasn't allowed to rent the truck, just that they could not rent me the truck and that I would have to call back on Monday to find out why. Keep in mind that I had reserved the truck months ago. They had my details up to that point. Obviously, I was not happy. I had to cancel the move. Sent the movers away and I had to plan to move the next day when Budget was willing and able to rent me a more expensive truck. Already stressed from this situation, I contacted U-Haul again on Monday. They said that they could not rent anything to me because a truck that I rented in 1997 was returned without a dolly. This came as a shock because I don't remember renting a dolly but I did rent a truck. I asked them why they never contacted me and they could only say they attempted to. I disputed this some more and they eventually said that the dolly had been returned but on a different truck that was returned in the state of Virginia. This recent detail was apparently reported in whatever system wasn't available to me over the weekend. Anyway, I figured "ok, you got your dolly. someone at U-HAUL obviously made a mistake". Yet, they continued to assert that I would never be able to rent from them again. U-Haul has flawed information systems! They should be ashamed because it is making people (like me) out to be criminals. They can keep me from renting all they want, I don't care. I will never buy a single thing from them again and make it a point to relay my story to people that need to rent trucks. I should have pursued a court case against them but I was not willing to do that at the time (due to stress of moving in general). Stay far away from U-Haul. They are an awful organization. Sloppy and unprofessional. I reported my story to Ripoff Reports. There is a lady by the name of Maria who likes to pretend to be customer advocate and replies to every U-Haul complaint (she must have calloused fingers). She's really worthless and does nothing but make U-Haul seem like they are angels.

Made reservations twice with u-haul.The 1st time customer service quoted me a price,when I went to get truck it went up over 300.00.I cancelled. Second time got a better rate,however I was told if I dropped off truck 25 miles further in Neptune beach I would receive 58.00 credit. No such thing. Customer service had nothing in computer again & no credit. They looked at me like I had 2 heads. Why would I drive 25 miles one way and drop off truck when I could have dropped it off 7 minutes down the street. These people are pro's at lying. Never will u-haul get my business.

Review: Rental Truck was booked for a London Ontario pickup during the morning of June 30th. Booking was made for a pickup 45 minutes away from London at 815pm. Phone hold times to change the reservation were in excess of 90min. The pickup location was not accessible by phone over 2 days of trying. When a change was made to pickup a truck in Hamilton instead, the pickup time was scheduled for 1215pm. I received a message 2 hours before pickup saying it had changed to 515pm. I am still on the phone trying to confirm the details as the message told me to do. It has already been over an hour. This has by far been the worst customer service I have ever experienced and I am truly surprised this company is still in business considering the way my reservation has been handled.Desired Settlement: I would like an apology from Uhaul. The arrangements that had to be made to organize a moving day are already ruined. I have wasted countless hours on the phone waiting for a customer service rep to answer to no avail.

Business

Response:

July 11, 2012

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

Mr. [redacted], Senior Staff for the U-Haul Company of Western Ontario, followed up on the information Mr. [redacted] provided. He attempted to reach Mr. [redacted] by phone but was unsuccessful. He sent him an email offering his apology for the inconvenience he experienced and also explained he was sending him a $50.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

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 had a hitch installed on my 2011 Kia Sportage on Saturday September 1, 2012 at the U-Haul at 438 Harbor City Blvd, Melbourne Florida.The installer, Denne, cut into the tailpipe assembly to perform the installation, irrevocably altering the assembly. He did not ask me if it was okay, he just did it. Looking at the paperwork I signed, I cannot find anywhere that I authorized modifications to the vehicle.I took the vehicle to the Kia dealer who said the work voided the warrenty.The tailpipe bangs into the hitch whenever you hit a bump or take a sharp turn, which I can't live with. I will be taking the car to a muffler shop next week to see how much of the assembly can be salvaged. I left two messages with Mike, the manager of the U-Haul facility, but have not heard with him to date.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

Call from manager apologizing.

Business

Response:

October 3, 2012

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

Mr. Michael McLaughlin, 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 discussed his concerns. Mr. McLaughlin assured him he would address his concerns with both our GM of our U-Haul Center as well as the hitch mechanic that did the installation to ensure proper procedures are being followed and also ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 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: 6 weeks ago we moved from CT to SC. We rented a 26 truck with a car hauler. We were promised a newer truck and the one that we got was all beat-up. There were issues before we were out of CT. The truck was leaking power steering fluid, badly needed an alignment, had a front headlight out, the tires were bald and the AC went out as we hit the CT/NY line. The day after we got to SC we returned the truck and voiced our complaints the store told us that we needed to call customer service and customer service told us that we needed to call the store directly (Manchester, CT). I called the store and spoke to [redacted], the general manager. He said that the truck needed to be inspected and he would call me when it was done (I spoke to him on 9/19 @ 12:10pm). I called and left messages every week with no response. I called again today and demanded that he return my call. He did call back and told me that he JUST HEARD back about the truck yeah righthow convenient. He admitted that the truck had no AC, leaking power steering fluid and was out of alignment but told me that there was nothing that he could do because we didnt call the 800 number while on the road. I explained to him that it was an extremely long trip (and we were traveling with pets) and that we called as soon as we could. I also told him that I didnt call because it was explained to us (BY HIM) that the 800 number was if the truck broke down. He brushed me off and said that there was nothing that he could do and that was that. I am beyond angry about the way that we were treated and that we were basically dismissed.

Product_Or_Service: moving truckDesired Settlement: At this point - they admitted that there were issues with the truck and that it was leaking fluids - it was hazardous and we want full refund

Business

Response:

November 29, 2012

Thank you for your

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

name actually appears on the rental contract.

Mr. [redacted], our

Manager for Customer Service, had followed up on the information Ms.

[redacted] provided in October. He contacted Ms. [redacted] and

discussed her concerns. None of the issues she experienced with the

U-Haul truck constituted a breakdown requiring service in her

opinion. They did not stop or contact our 24-hour emergency road

service for help or advice along the way. Ms. [redacted] also

confirmed they made it safely to South Carolina. Mr. [redacted] offered

his apology and advised her that his investigation revealed they were

originally given a 20-foot truck but then Ms. [redacted] determined

they needed a larger truck. They were given a 24-foot truck at the

same rate of the 20-foot truck. There have been no similar or

related breakdowns on the truck they rented before or since their

rental. Mr. [redacted] pointed out that they completed their move, which

consisted of almost 1,000 miles, in 2 days and again, never made an

attempt to report any issues with the truck or ask for assistance.

As we value Ms. [redacted] as a customer, Mr. [redacted] offered to send

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. She

opted to decline the offer. Mr. [redacted] relayed that a refund would

not be issued and our decision in the matter remains the 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:

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 don't understand what the switching of the truck as to do with anything. The 20' truck was actually a much better truck, it was newer, had working air conditioner and no issues. The problem was when we originally spoke to the Manchester manager, he said that a 20' truck should be sufficient and that if it wasn't to bring it back...which is what we did. It is a non issue. The issues are that we were given an unsafe truck with bald tires, leaking brake fluid, no working A/C and other issues. As I explained to everyone we didn't stop because as the contract was explained to us we could ONLY call the 800 break down number IF THE TRUCK BROKE DOWN AND STOPPED WORKING. While the truck never actually stopped working, it was unsafe. We were in the middle of a heatwave during our move, had pets and an elderly couple with us. We needed to make it to our stops, so we drove this truck.

Yes, the offered us a $100 gift certificate but we would never use U-Haul again, so what good would it have done us. No one that works for U-Haul would have wanted to drive this drive 50 miles let alone the over 1000 that we did.

Regards,

Business

Response:

December 6, 2012

Thank you for your

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

In the interest of

customer good faith and in an effort to bring closure, a credit for

$200 has been issued back to the Master Card account listed on the

rental contract. Please be assured we do acknowledge the

inconvenience Ms. [redacted] and Ms. [redacted] relayed they experienced.

We also need to consider they did complete their move and did not

experience a breakdown that would have caused them a delay during

their move. If they had called our Emergency Road Assistance line,

we could have helped them complete their trip without any further

inconvenience. The credit should post on their next credit card

statement.

We continue to be

committed to providing our customers with the highest standards of

service in the do-it-yourself moving industry. Thank you for

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not what we wanted but because we are so over dealing with U-Haul we will accept it, providing that it doesn't remove our negative mark for them. If that's the case, we will not be accepting this offer. Also, the credit card that was on file has been closed so we will need a paper check mailed to us .

Review: I am going to try to explain this as completely as possible without adding as much commentary as I would like… and allow you to make the correct decision as to how to make good on this recent customer experience I had with your company. I am not sure who to communicate this to get the proper sources but am asking that you not give me the run around and get me to whomever can solve this as quickly as possible. I think it is also important that I let you know that I am a Customer Experience Design Manager for contact centers so hold high expectations for large companies such as yourself. I have been a loyal U-Haul customer and plan to be in the future depending on this resolution. I am also well versed in Social Media if you know what I mean… Over a week ago, I made a reservation to rent a 6X12 cargo trailer in order to bring my daughters stuff home from University of North Dakota in Grand Forks, North Dakota. The plan was to pick up the trailer in Grand Forks and travel back to Minneapolis on Saturday in order to return it to the Nicollet Avenue store on Sunday. I though 166.00 for two days was rather high for a trailer but I trusted your equipment and decided to go ahead with the order. However, if I am going to pay more for a trailer then for renting an automobile, I expect good support. Here is my story, I am going to bullet point it out for clarity. • As I was traveling on Friday morning to Grand Forks I called your contact center to ask a question about my reservation only to find out that there was a change to my order. o The trailer was no longer available in Grand Forks and I was told I needed to travel 30 miles or more (don’t know exactly) in the total opposite direction to get the trailer. o I asked why I wasn’t contacted earlier and all she said was we were going to contact you today (FRIDAY) but you called first. No apology, no empathy nothing. All she said was we have the right to alter the contract due to availability up to the time of pickup. I said that was horrible practice, asked her if she thought that was fair and there was complete silence on your end. I even had to ask if she was still there. I was amazed at her lack of empathy or any type of customer service. ? I said we were going to pack very early Saturday morning so we could get on the road. All she said was I could go to Crookston MN and pick it up on Friday if I like. ? I said are you going to cover the gas or travel time to get there and she stated “if you would like to request a reduction of cost you can submit a request but you will have to pay the total amount and then submit your complaint. (she was absolutely horrible. Here customer skills would not last a day if I were her manager. Plus I do not believe this is your process and if it is, it needs to be changed) o So I rerouted my travel and called my daughter to inform here I would be late on Friday as there was nothing else I could do this late in the game. Your agent seemed more than ready to just cancel my order and I didn’t want that to happen. o When I arrived in Crookston they were very polite and stated that they could do nothing about this as it was not within their power to change the pricing. When we hooked up the trailer we found that the Brake lights and turn signal worked but we were getting no running lights. All they did was pull another vehicle up and plug it is to see if it worked with another car. And of course it did work with another vehicle. ? As far as they were concerned that ended their support and no one would help me figure this out. I have never had a problem with my electrical system before. My father owns a service station and I know a little about cars but didn’t have the proper tools. I also knew I was running out of light to get to Grand Forks before dark. It would be legal to run the trailer without running lights as long as the brake and turn lights worked during the day. ? Seeing I was not getting help I left trying to get there before dark so I could work on it in the morning. ? I did not even come close to making it. Not wanting to get a ticket, I parked the trailer in a parking lot and locked it with a chain I had so I could drive back and get it in the morning. ? The following morning I drove back and picked up the trailer to get it back to Grand Forks to begin packing and figure out the electrical issue. o This delayed our packing but we got everything packed by 1130AM and I started to look at the electrical system. ? It was actually an easy fix. One of the wires on your trailer was cracked and had a bare spot which touched the frame when we first hooked up. This blew my 20 amp fuse for the running lights. ? I had to go to a service station and they were kind enough to provide me a connector and I spliced the wire and put tape around it. I purchased a fuse and everything worked fine. o You may not know but the weather was horrible on Saturday and the delayed departure did not allow up to return home during daylight. I know it is not your fault but just to add to the misery of this event my daughter following behind me driving her car wound up doing a 360 on the highway due to black ice that had formed with the rain and sleet. Thankfully no one was hurt and she did not get stuck. But night driving in bad weather made things very very stressful. o The only good thing about this rental was returning it to the Nicolette Ave U-Haul store. The gentleman was awesome and I explained that I understand he had nothing to do with all the frustration because I am just dropping it off with them. He explained that I had to submit my complaint to the marketing manager. I have worked with the Nicollet store and they are good people. It was very busy there on Sunday so I just thanked them and decided to communicate to you. So that brings me to this point. I have almost spent more time trying to rectify this issue with my rental then the time it took to move my daughter home. Honestly, I don’t know what I would like for compensation. I can tell you this email would have been a lot different if I my daughter had been hurt or if I had to get her out of the ditch do to driving in the dark through that storm which we would have missed had we left earlier. North Dakota Regional Manager called me today, and the following is my response: Two days after my initial letter to you, I have just received a call from the regional manager from North Dakota and I must say I am incredibly disappointed. Here are my reasons and if he denies any of it I would be more than happy to three-way conference call with him and any of you to confirm. • This Gentleman has very poor customer service skills o Absolutely no apology or empathy statement about my experience with the company to lead out the call. He immediately went into details of the rental and wanted to know why I had a problem because I was able to turn in the trailer in a day. (sadly he didn’t even know the time line from when I picked it up (Friday) and returned it (Sunday). He kept saying I did it in a day. ? He stated he was responsible for Crookston and would not address the whole scheduling issue, there was nothing he could do about that. (Well then why call me if he can’t resolve my issue?) ? He would not address the fact that the only way I found out there was a scheduling change was because I called to ask a question while traveling to Grand Forks. (not even a “wow, that must have been frustrating, what exactly did they say to inform you of the change…” ? His records show I was credited 50 dollars for the scheduling mishap, which I was not or if I was I was not informed which would be a whole different matter. • He attempted to tell me I was wrong and when I asked him more details about being credited he said he could not tell because he didn’t have visibility to my credit card information. He did not know it just said in the case notes that I should be credited… So how does he know I was credited. • After he realized his logic did not make sense, he stated he would check with the corporate team responsible for crediting the scheduling error to see if they are going to credit my account. • No apology from him for challenging me on a billing issue. Or any recognition that this is messy. His tone signified that I was just a painful situation that he wanted to get off his plate to move on with his day. o Seeing that I turned the trailer in on Sunday instead of Monday he stated that his company exceeded expectation allowing me to turn it in a day earlier than the allowed three day allotted time ? He stated they meet requirements ? He offered me 30% off for my troubles when I tried to explain that in needed to park the trailer and make two trips just to get the trailer to Grand Forks he said that was my fault and I didn’t have to do that. (WHAT!!!!) ? When I said this also cause us to leave later and run into weather. He stated that we had three days with the trailer we did not have to travel on Saturday. • What in the heck does he know about my life and my schedule. He had no clue that I didn’t want the trailer for that full amount of time but that is the time that you allow for the one way trip. We had to be out of Grand Forks on Saturday or pay for a hotel. (This manager is a sales rep and has, from my perception, absolutely no customer escalation service skills. Everything is confrontational and he has no clue how to deescalate a situation.) • When he went back to “all he could offer” he said he would contact corporate (or whoever) to make sure that I received the 50 dollar credit and then the best he could do would be 30% off. o So I started doing the math and asking him what that would be. He threw out a number and I said it didn’t seem like 30% off the bill. He said no it would only be off the trailer pretax charge of 166.00. I said I thought you said off the bill, which included 10 dollars a day for the cover bundle pack and tax. He said no only off the pretax trailer charge. o I asked if he was joking “trying to do a make good and he is squabbling about 30% off tax and rags?” I stated if you are going to be like that I am just going to refuse and let’s just end this conversation. o His reply? “Well, end it then!” ? Which is a perfect example of how he handled himself over the phone. So I hung up. Please tell me not all of your employees are like this gentleman. My first response from his question of “what do you expect me to do for you” (LOL) was that I wanted a complete refund for the amount of time and labor I spent fixing your trailer and impacting my travel and moving ability. He said “absolutely not” and offered the 30% off the BILL, when I finally started to cave on that offer he actually backtracked and said 30% off just the initial trailer cost. Let’s resolve this before I elect to start down a social media venture that I would prefer not to travel.Desired Settlement: I would prefer a total refund but would be open to resonable discussion. 30% is not reasonable with the gas, labor, repair work, and time resulting from your company's poor service.

Business

Response:

December 20, 2012

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

Mr. Joe Hettwer, our Executive Assistant for the U-Haul Company of Fargo, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and offered his apology for our lack of customer service from both our Traffic Department and our U-Haul dealer. A full refund for the trailer rental has been issued back to [redacted]'s credit card and should post on his next credit card statement. [redacted] relayed his appreciation for the call and we look forward to serving him again in the future.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9343360, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I would just like to add that if Mr. Hettwer or someone with a better understand on de-escalating a situation such as he were to have called in the first place, this would have never gotten to the Revdex.com. Yes, it was about getting something back financially for the added time and frustration but it was more about accepting responsibility, acknowledging my disappointment, and addressing how to rectify it so future customers don't experience the same issues. Joe did all those things. Thank you Revdex.com for formally helping me escalate this case and thank you Joe for protecting your brand and keeping me as I customer. I promise you will make your money back from me.

Regards,

Review: Despite repeated request would not provide any written proof or acknowledgement of return of the rented equipment. Would not honor valid U-Haul certificate towards the rental and would not permit me to speak to a manager.

Product_Or_Service: Rental of auto dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

1. Honor valid certificate presented.2. Provide written evidence of return of equipment in good condition.

Business

Response:

February 7, 2013

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

Ms. Davina Bean, Senior Staff for the U-Haul Company of Eastern FL, followed up on the information Mr. [redacted]s provided. She informed our office she spoke to Mr. [redacted]s and offered her apology for the inconvenience he experienced and assured him she would address his concerns with our GM of our U-Haul Center. She also mentioned that VIP Certificates had been applied to Mr. [redacted]s’ rentals.

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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On January 19st, I rented a 17 foot truck from U-Haul Moving & Storage at 12804 50th St. We drove the truck home with no problem, but then were unable to start it again and we're forced to calling U-Haul's towing service. It took until the next day for the truck to be towed, over 12 hour total, during which time it sat in the parking lot outside my apartment building. I was not there when the truck was picked up, nor was any member of my family. I had been told I did not need to be, and had in fact rented a different 14 foot truck to replace the broken down one and complete my move. I returned the second with more gas in it than it has originally held. Moreover, I was given a deal on the truck rental due to the number of problems I had. One of these problems was the fact that U-Haul was not removing the pre-authorized payment for the first truck from my credit card, thus tying up 83.22 of my funds and making it impossible for me to pay for the second rental. They eventually refunded this manually, and I was able to pay for the truck. All was supposed to be said and done, and I left thinking that the U-Haul team had been extremely helpful to me.On Janary 28, a new charge of $63.00 appeared on my credit card, again from U-haul. When I contacted their Alberta regional office, I was informed that I had we had been seen siphoning gas out of the truck, and has thus been charged for it. I, of course, disputed this charge, but the regional office would not remove it, nor would they believe me. In all the times I was on the phone with that U-Haul location from the 19st to the 22rd, trying to get this fiasco fixed, never once was I accused of such, nor was I accused of such when I tried to contact the garage the original truck had been hauled into.I have been accused of a theft I did not commit, all members of my family having the alibi of using the second truck we rented at the time to actually complete our move, and cannot get this charge off my credit card. No one at at U-Haul number will help me.

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $63 removed from my credit card and an apology issued. We were told to leave the first truck where it was by multiple U-Haul employees at that location and did as told. If someone siphoned gas from it in the twelve hours it took to be towed, that is not my problem, and I should not be charged for it. This entire thing has been a fiasco.

Business

Response:

February 4, 2013

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

Ms. Mandi DeCarlo, our Executive Assistant for the U-Haul Company of Southern Alberta, followed up on the information Mr. [redacted] provided. She informed our office that the tow truck driver that was sent out to retrieve our U-Haul truck, contacted Ms. DeCarlo’s office and advised them that he witnessed Mr. [redacted] siphoning the fuel from the 1st truck. Ms. DeCarlo relayed this information to Mr. [redacted]. Although we stand by what our tow truck driver relayed, in the interest of customer good faith, Ms. DeCarlo advised Mr. [redacted] that she issued a refund for the fuel.

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]1, and find that this resolution would be satisfactory to me.

I would like to point out that the tow-truck driver identified the individual who siphoned gas from the truck as a woman, and that such information was relayed to me in the conversation

mentioned in your previous letter. It was stated that an refund would be issued to me only after I:

1. Pointed out that my name is [redacted], and I'm male, which makes me impossible to identify as a woman.

2. Pointed out that everyone who came in contact with the truck in my family was male, and therefore are impossible to also be identified as women.

3. That there is a security camera on the lot where the truck was parked that could verify it was not me or any member of my family who siphoned gas from the truck.

There was absolutely no "good customer faith" involved. I was treated as a liar the entire time, despite the fact I could offer proof to the contrary. The U-Haul representatives would never once consider that it might have been someone else that siphoned gas from the truck, despite the fact the truck had been waiting to be towed for hours in what is considered a high crime district.

However, I will accept the refund and consider the matter closed when the funds are returned to my credit card. It goes without saying that I will never use this business again, and will caution my friends and associates not to do so.

Regards,

Review: My wife and I had to move from Arizona to California. We decided to use the ubox service provided by uhaul to ship our stuff.I filled the ubox on the 29th of March, and requested it to be shipped.They told me that typically California only takes 4-5 days. But to be on safe side, we will give you a date of delivery of April 11th.I have been trying to track the box, but no one from the company has any visibility on where this box is.I called customer service to lodge a complaint, and they said they would respond to me within 24 hours since they treat these customer escalations seriously. But no one called me back. When I call back to the uhaul center, they tell me that we cannot track the box.My wife and I have sleeping on the floor, and eating outside since we do not have our furniture or kitchen equipment. They took money from my credit on the April 3rd in the amount of $800. Now, it feels like the company just keeps my money and my stuff and there is no accountability.I do not know what to do and who to contact. This was my only alternative to get some help.Please help me and my wife get some information on what they have done with our stuff, and they have also kept our money.Desired Settlement: I need them to pay for all my stuff, because they cannot just loose/not deliver my stuff and keep it with them.I also want the money they charged me to deliver my goods because they did not deliver it. Simple as that. I am not asking for more. I just need everything back that I have given to them. Thats all.

Business

Response:

April 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Metro Phoenix and the East Valley, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and offered her apology for the 1 day delay and the inconvenience they experienced. She also advised him of a refund for $250 she issued as an adjustment on the 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

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. The amount mentioned above has been credited to me.

Thank you for your help. Much appreciated.

Regards,

Review: I reserved a truck on Tuesday for a Saturday move. I also purchase morning helpers from their website. I arrange a group of friends to be at my home at 9am. The store showed it opened at 9am. I completed the reservation with my credit card. I called the store/sure on Wednesday to confirm the reservation. The manager at the store said she could confirm any reservation until 48 hours in advance. I received no further communication from the company. Sure to my work schedule I had to wait until Friday to call again. When I called on Friday the employee told my reservation was set for 1pm. I explained this would not work and I would have never scheduled it that late as I had already paid for movers at 9am. The employee told me there was nothing he could do and gave me the managers phone number. The manager told me someone else was moving further distance away and they could make more money off of them so my reservation for bumped to a later time. She told me there was nothing she could do. I called the 800 number and spoke to customer service. They told me they had attempted to call me and e-mail me to arrange the time. I informed them I had not received any such communication and I would know because I have a smart phone which updates in real time and I visually saw right then there were no attempts at [redacted] such communication. I told the lady I was frustrated because I had a moving crew and no truck. I told her this was unacceptable. She laughed and said I was lucky to get a truck at all with such short notice and I should be grateful for the 1pm reservation. I told her she being very unprofessional and I did not appreciate how she was treating me. I explained if I were in customer service and treated someone like this I would be fired. I asked to speak with a manager she said she was the manager. I asked to speak to get boss. She said she was the only one to talk to. I asked for the regional managers phone number. She laughed and gave me the genetic 800 go uhaul number. I filled a company complaint and received an e-mail in return offering me $50 of g my next rental. Like I really want to rent from someone who does not honor their reservations/contracts. I made the move with a friend truck and trailer instead and I had to make multiple trips. GOING [redacted]!Desired Settlement: Honor your reservations. A legitimate apology would also be appreciated.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our President for the U-Haul Company of **, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He assured Mr. [redacted] he would review his reservation and the communication failures on our end and seek to correct them to prevent the situation from happening again.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 family was planning a move across the great state of [redacted] so I used www.uhaul.com to order four U-Boxes, Order #[redacted]. Although we were not moving into our new home until August 21, U-Haul told us that it would take up to 9 business days for the Boxes to get there. So we loaded the Boxes in [redacted] and U-Haul picked them up on August 10, 2013 to deliver them to [redacted] But instead of sending them to [redacted] they apparently left them in [redacted], where they stayed until I called the U-Box call center on August 19 to make sure that we would have the Boxes at our new home on August 21. The lady at U-Haul said that the Boxes would be dropped off during the afternoon of August 21. Later that day, I got a message from [redacted] in the [redacted] office who was confused that we actually wanted to send our Boxes to [redacted]instead of [redacted] even though our invoice clearly says that the destination is [redacted]s message made me question what U-Haul was up to, so I called the local number multiple times early on August 20 until I was finally forwarded on to someone at the U-Box call center. She said that, contrary to what I had been told, and notwithstanding the fact that my family had lived without our possessions for 10 days already, OUR U-BOXES HAD BEEN SITTING IN [redacted] UNTIL AT LEAST AUGUST 19. I asked for an explanation. She had none--but she did send me a bill FOR $400 MORE THAN THEIR QUOTE. Then I asked what I could do to get the problems resolved, and she said she would file a complaint for me. She said that, given the complaint, a "regional manager" would be calling me in the next day or so, and that this manager would be able to resolve not only the billing issue but would let me know how U-Haul would fix the entire situation.

I heard nothing (but I did get a bill asking me to "remit payment" for more than the quote -- and before our shipment is delivered!). So I called again on August 22 and asked for a manager who could tell me where my Boxes were and could tell me what U-Haul was going to do to fix the problems they caused. The woman I spoke to said that I couldn't talk to a manager but could talk to customer service. Customer service quickly transferred me back to the U-Box call center, so I asked again where my U-Boxes were. She said they were "in the warehouse." I asked where the warehouse was. She didn't tell me. I asked to talk with someone with decision-making authority, and she said that a regional manager would call me very soon. The day has passed without a call. Extended family who flew into [redacted]to help us move will now have to fly back home without our belongings ever getting here. More importantly, my family will have to continue to live without furniture, beds, most of our clothing, washer / dryer, etc. for some undetermined amount of time. For all I know, the Boxes are still sitting in [redacted].Desired Settlement: Refund of at least half of the quote amount to cover our expenses, and get the Boxes to my new home by the morning of Saturday, August 24.

Business

Response:

September 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. He informed our office that our GM of our U-Haul Moving and Storage of North [redacted] has attempted to reach Mr. [redacted]to personally address his concerns by email and phone but has not heard back. Mr. [redacted]can reach our GM, [redacted], at ###-###-#### if not already.

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.

I in fact did speak with [redacted] numerous times. He finally was able to reimburse fifty percent of my bill. However, after asking at least three times for a final billing statement, I still have not received one. Please send me an itemized, final billing statement today.

Regards,

Business

Response:

September 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted] reviewed the information Mr. [redacted]provided. She informed our office she sent Mr. [redacted]an email offering her apology along with attachments of the paperwork requested.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved a truck for august 24 at a location in raleigh nc. I received a confirmation email saying my truck would be ready that morning at 8:00. I drove 2 hours and 45 minutes to pick up the truck. I got there and they did not have a truck for me. They did not have any trucks that they could give me. They had about 35 trucks on their lot but said they were trucks that were for in town moves only and I could not use one of those. I spoke with customer service about the problem and they told me that there were no trucks in the area that I could rent. The lady on the phone told me they would mail me a 50 dollar check because they had guaranteed me a truck and did not have it. I called to check the status of the check today September 6 and after being hung up on 2 different occasions I spoke with a lady who said I wasn't going to get a check because I didnt rent another truck from them. I have been waiting for them to call me back and nobody has. I ended up driving 5 1/2 hours that saturday and using my money for gas for something thar was promised to be there and wasn't. I feel I should receive that 50 dollar check to reimburse me for the gas I spent doing all that unnecessary driving.Desired Settlement: I would like to receive the check that I was told I would receive because I drove all the way from King NC to Raleigh NC for a truck that was not there.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Raleigh, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for the $50 Reservation Guarantee Fee. Ms. [redacted] 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:

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. I however find it absolutely horrible that someone has to go above the company before they are willing to fix their mistake. A person should not have to go through such measures before a company will admit fault. I have also received a check from the company, they spelled my name wrong on it. I will be going to my bank later to see if they will accept it. If they will not, then I will not consider this resolved.

Regards,

Review: I scheduled a rental for a moving truck with U-Haul. When I made a reservation over the phone, I asked about military discounts and the representative offered me a 20% discount if I booked while on the phone with her. I was quoted a price of $281.60 for a 26' truck. I later decided to change to a 20' truck instead, for which I was charged the full price of $323. On 9/20/13, I went to a local store to pick up my truck. I realized at check out that my 20% discount was not honored, nor did a store representative or manager attempt to solve the problem. I was told my rental would have to be turned in and completed before anyone could fix the billing issue. I returned home to begin packing the truck only to realize that the appliance dolly I rented was broken and I had to return to the store to pick up a new one. As soon as my rental was completed, I have been trying to contact someone who would be able to honor my discount that was originally offered. Instead, I have continued to be passed around from agent to agent, that apparently has no authority to resolve the issue. I contacted a representative on 9/23/13 to put in a complaint. I was told a manager would contact me before the end of the business day. I called again on 9/24/13 and I was told by that representative that they had 48-72 hours to contact me. On 9/25/13, a customer service senior representative sent an email saying that when I changed the size of the truck, the computer did not recognize the discount and she would refund me $45.54, a difference in what I was quoted. I appreciated the refund, but I wanted the discount I was originally offered, not just the difference. I attempted to get back in touch with the same representative through email and phone and was unsuccessful. She would not return my email or phone call. On 9/26/13, I called and spoke with another representaive to tell them that I am only asking that the 20% discount be honored, therefore I am owed an additional $19. This representative offered to refund the additional money. I later realized when I received a confirmation email that he instead gave me a credit for future use at U-Haul. I called the company on 9/30/13, because I have no desire to ever rent with U-Haul again and I would prefer the money refunded to my credit card. I was told the only option was to put in a review board request. The representative told me that it would take several days, and that I needed to call back to check the status of the complaint. I have been unable to obtain a copy of this request as no confirmation was sent to my email, nor was I offered a copy at anytime. I was told by the representative that the outcome was that there no credit issued and I had already been refunded. I told the representative on the phone that I had the email to proved that someone gave me a credit and I told her again that I do not want a credit, but a refund. The representative told me that this same senior level represntative checked and would have spoken with numerous people to ensure that this issue was being resolved. I have given U-Haul more than enough opportunities to resolve this issue and I am being told that my only available option is to put in another review board request. I am only asking that the 20% discount that was originally given, be honored. I do not feel that I should have had to contact the company this many time to resolve an issue that was with their system. Their customer service is set up to where you can never contact the same person twice and no manager level representative will contact you by phone.Desired Settlement: I was issued a refund for the amount of $45.54. I am asking for the remainder of the discount, $19, be issued by refund, not by credit for future use.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our North TX regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of a refund for $19 back to her [redacted] 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,

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: Worst experience I've ever had in terms of customer service. Have already filed a complaint with U-Haul.

I scheduled an appointment to have a trailer hitch installed on Saturday April 26, 2014. The average install time is between 25 and 30 minutes according to most body shops and online forums and was told it would take approximately 30 minutes to install, no more than an hour upon arrival. After three hours it was still not completed without anyone updating me on the situation. If this had been a restaurant the bill would have been comped by the manager. When asking the manager how long it is supposed to take, she changes her story to between one and two hours..changing from what we were told when we got there. The incompetence of the [redacted] location is absolutely unacceptable and they should be ashamed that this is representative of the U-Haul franchise. I will be following up and will place my review on every social media site and telling my personal experience to anyone who asks. They have lost my business and I will take it elsewhere. This is unacceptable.

On top of that the manager says that the mechanic is "trying" to do things. FYI trying is not a term I ever want to hear when someone is supposed to be certified to do something on my vehicle. We will be taking the vehicle to another mechanic to ensure that the install was done correctly and if not will be pressing charges.Desired Settlement: Refund.

Business

Response:

April 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Monroe Street, followed up on the information Ms. [redacted] provided. She informed our office a refund for $58.80 was issued to Ms. [redacted], which is the amount of the service.

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 a U-Box Fountain Hills, AZ location. Once loaded, the box sat for about 2 weeks. No one notified me that there was a pick-up problem. Box was to be shipped to Maryland. Called several times per day to check on status. No one could tell me where box was. Ended up going to California (why?). U-Haul customer service was totally unconcerned and unresponsive. U-Box is a different division, I was told. They had no information about my order. Multiple times, transferred by phone to U-Box Division. Would be on hold for hours in one day. Dropped calls. No information. The box is now in transit (I finally learned from the Shipper). Right, U-box has no trucks and contracts with shippers. Lot's of finger pointing all around. The tracking info on line (supposed to be so helpful) has never been correct. The drop off location doesn't know the status and never has. This has been a total disaster. I'm now in Maryland with no furniture, clothes, tools, etc. And, we're going on a week overdue. I will never ever deal with U-Haul again and will discourage same with anyone I know. No one at U-Haul or U-Box will return my calls.Desired Settlement: This has been such a frustration and hardship. I'm not having to pay other movers to transport my goods once they do arrive in MD as the arrangements I had previously made have had to be re-worked. I expect a significant reduction on the cost of shipment as well as reimbursement for the cost of the additional movers.

Business

Response:

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Metro Phoenix and the East Valley regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] now has his goods. Mr. [redacted] advised him of a refund for the shipping charges for the inconvenience he experienced. He also thanked him for his feedback and assured him we will improve our service because of him sharing his experience with us.

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,