J.R.J. Tara Corporation

Review: Yesterday I purchased about 200$ worth of moving supplies online from the U-haul website. Order #[redacted]. I have been calling the local u-haul store that the website told me I could use for store pick-up, and they will not arrange for me to pick up my goods. They will hardly even speak with me. They keep telling me they will just call me back but they do not. I called the general customer service line and they said they would contact the store for me, but nothing has happened. I tried the online chat, but still nothing. I have spent over 2 hours on hold just today.Desired Settlement: I just want my moving supplies. I ordered them for store pickup specifically so I could get them before the holiday weekend. This is absurd. I just want someone to get my order together so I can drive down there and pick it up. Perhaps implementing a competent customer service system as well.

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and left a message offering her apology for any inconvenience he has experienced and also explained his box order has been ready for pick up since July 2nd. She provided the store hours and her telephone number if he 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. Essentially, I had to go take care of it in person because the U-haul customer service is incompetent and non-existent.

Regards,

Review: My credit card reflex two payments one of $50.54 (completed transaction) and $14.47 (pending transaction) , upon speaking to a rude individual at UHAUl it was stated that only the $50.54 would be charge. On 07.14.2014 When I went to review my credit card again, the $50.54 was a completed transaction and the $14.47 was pending, I called UHAUL again and was transfered to [redacted] she stated that the pending transaction would fall off, but I explain to her it would not fall off until 08.12.2014 according to [redacted] Prepaid visa card company, and that they stated someone at UHAUL would have to call their merchant card service to have the pending transaction reversed; upon speaking back to [redacted] for the second time on the same day she gave me a confirmation number and told me they will not reverse it, that I would have to call them, [redacted] Visa and give them that confirmation number, I explain to her they will not do this because the transaction belongs to them, [redacted] stated the only thing they can do is to send a letter on their letter head and fax it to them to have the charge remove,but it is not guarantees that they would removed it.

So to this date the charges are still pending.

I am not understanding if the charges was started by them how can they cannot have the item remove, and I have to wait to 08.12.2014 for the transaction to fall off my card as not going through. I have not received not help from UHAUL in taking care of this matter that was cause by them only the runaway as to what they cannot do and want do.

If I ever decided to use them again I will have cash, this way I will not be billed twice and be inconvience later.Desired Settlement: I would like a billing adjustment to have the charge remove off as pending so it can unblock my money and a half of rental or a free rental for a upcoming move in the near future not one that will expire soon.

Business

Response:

July 29, 2014

Revdex.com [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Michigan regional office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed her concerns. He explained he could not speed up the drop process on the hold on her prepaid card but did offer her a $60 VIP Certificate for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I recently moved from [redacted] to [redacted] and used UHaul to transport my possessions. I chose to rent two uboxes. I decided I would also rent a truck in [redacted] and load my uboxes at uhaul for free. In [redacted], I decided to have uHaul deliver the boxes to my apartment, which is an additional "delivery charge." Overall, the services I paid for from uhaul were:

-2 uboxes

-1 17' truck

-Delivery/pickup to home in [redacted]

-Through their site, I paid for 3rd party moving help in both [redacted] and [redacted] When I went to load my boxes in [redacted], only one box was out there, even though I clearly requested to both have them out there on my move date. I called the front desk and they said they made a mistake but would have it out in 30 minutes. I reminded them that I paid for professional help and asked if they would be paying for that 1/2 hour of moving help. The box was out there in less than 10 minutes.

I continued to talk to different representatives of uhaul between my moving date and delivery date, trying to secure a specific time for delivery. The reason for this was because I needed to schedule what time my moving help should show up at my apartment. Finally, I got a call and was told that I would prefer an early delivery and that it should be available by 11:00 pm on my delivery date. I let my moving help know that the boxes would be available at 11:00 and they should plan to get there at 12:00 to be safe. The day of my delivery, I received a call from the actual delivery driver at 9:10 that morning stating she would be at my apartment at 11:00. I called my moving help and let them know to plan the same schedule but informing them that I was just told it would be there at 11:00. I did not hear from uHaul until 11:45 when the driver called me to tell me that she was running late but should be there by 1:30. My moving help was already en route and scheduled to start at 12:00. They stood around waiting for over 2 hours. Finally, around 1:45 the uhaul driver showed up with the boxes. It took her another 15 minutes to get them by my apartment, and then when we went to unload my stuff, they still had uhaul's bolt holding the door closed. The driver claimed that they usually take those off at the warehouse and didn't have the tools to take off the bolt. We had to go through 3 different toolboxes before finally getting a wrench to take the bolt off the boxes. It was 2:30 and my moving help was only scheduled until 3.

I sent uhaul two emails through their "email uhaul" application on their website, both requesting the same outcome (matching the desired outcome below), and did not hear anything from uhaul. I have decided to escalate my request through the Revdex.comDesired Settlement: I requested refunds on the following services:

Delivery service - full refund ($360) - The service was uncoordinated and was not very transparent. It felt like the left hand didn't know what the right hand was doing (i.e. the box being shipped to a location that doesn't deliver boxes). They didn't have the proper tools. They called stating the boxes would be there in 1:40, but they were 3 hours late. The delivery driver was unprofessional. I could've rented a uhaul truck, paid my movers to load the truck and unload the truck, and done that faster and cheaper than delivery. This was a terrible overall service.

Rental Cost of box - differential refund ($30) - I was charged $209.90 for the two ubox rentals. Right on the side of my box it stated "rent me for $89.95." I was charged $15/box more than this.

Moving help - partial refund ($160) - I paid for three hours of moving help through their site ($240.95). Because of their poor delivery, two hours of this service was completely wasted.

Total refund - $550

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted], followed up on the information [redacted] provided. She informed our office a refund for the delivery charge in the amount of $360 was issued back to [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 would also like to note that I received a survey regarding U-Box today. This survey makes me believe that UHaul is truly trying to improve the operations of the U-Box program. I hope this is the case.Sincerely,

Review: I used U-Haul's U-Box service to ship my goods from Ottawa, Ontario to Madison, Wisconsin. I originally loaded my goods on 5/29/14--the promised delivery date was 6/13/14. As of 7/16/14, my UBox was still in Canada! I called repeatedly to follow up, but no one could ever give me a definite date for when it would arrive, and no one ever contacted me. It eventually made it to Madison--I am uncertain about the date, because I never got a straight answer. The online service at myuhaul said it would be 8/3/14, but I called on 7/29/14 and talked to [redacted] who said it had arrived. I picked it up the following Monday (8/4/14). In the meantime, I was charged for an extra month's rental--for the time that my box was still sitting in Canada!!--and the charge was billed the wrong credit card, resulting in a huge foreign exchange fee. On 8/6/14, I filed a dispute with U-Haul, given reference #670320, and told I'd be contacted within 72 hours. I called on 8/10/14 and was told my dispute had been mis-assigned. They reassigned, but I had to wait another 72 hours. I called on 8/13/14, and [redacted] said it was escalated to a supervisor. On 8/17/14, I called and was told it'd been taken to regional manager and they would call within 48 hours. On 8/20/14, I sent the attached letter to [redacted] at U-Haul and was told it'd be forwarded to her manager. As of 8/24/14, I've gotten no call from U-Haul.Desired Settlement: (1) I would like a telephone call from someone in charge - someone who will be able to do something about this issue. I can be reached 24 hours a day at ###-###-####. (2) Refund of ALL charges on my Canadian card IN CANADIAN CURRENCY as billed by my credit card. The total is CDN$2357.49. If this is to be paid in US dollars, then as of 8/24/14, this is US$2211.11. (3) Removal of the extra month rental charge!!!!!! (4) Bill the correct amount to my Discover card LESS the extra month charge.

Review: Before we moved from North Carolina I made sure they had the correct card on file after my wife noticed the deposit taking from a different card. U-Haul claimed they fixed the issue. One week later my wife informed me that U-Haul had started the process of taking money from the wrong account. But it had not fully be processed. On Saturday the 4th I again called the location and gave them the correct card information. I was told that they process would stop and the correct card would be charged. Monday, October 6, 2014 came and money was fully taken out of the wrong account. I proceed to call U-Haul to fix the issue. Was then sent to 5 different people. Before being told I needed to call the Location in North Carolina. After getting a hold of them I was then told no one could help me. I called the Regional office and was told once again no one could help me but the General manager. I didn't receive a phone call from the general manager until October 8, 2014. And it was from the assistant manager. I was then informed that they had to call a card processing place to even get the ball rolling. And we are still waiting for phone call back or to hear the issue has been resolved.Desired Settlement: u-haul to fix the issue in a timely manner and no more giving us the run around.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Central North Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office the charges were corrected. As we value Mr. [redacted] as a customer, Mr. Dreier sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: My family and I moved from [redacted] to [redacted] a week and a half ago. We rented a 17' moving truck from the UHaul in [redacted]. I have escalated my concern but haven't gotten an adequate response to my concerns about the safety of the truck uhaul rented to us. As we feared for our safety driving through the mountain passes, I took a video of one of our descents. Going through the passes, there were times when we were descending at 80 kms/hr+ and had to apply the brakes...the steering wheel and truck shook violently when the brakes were used! This shaking made it difficult to control the steering. The entire truck shook when braking at each hill at these speeds while we prayed we would make the corner at the bottom...later in the evening, we had to drive with the high beams on as the headlights shone straight down...then it rained and the wipers bairly worked... Scary drive...scared for our safety and the safety of others renting this truck. I know this truck has since been rented without a brake inspection. I was seriously concerned for myself and my brother (the driver) and I fear for anyone else renting that truck. The response I received from Uhaul was absolutely inadequate and even offensive - stating that the dealing in [redacted] took it for a drive at speeds of 100km/hr and everything was fine. She said that the truck has been re-rented. I wrote a reply email and expressed that it would be impossible for the dealing to experience what we did as the terrain around [redacted] wouldn't provide an opportunity to descend a hill at 80km/hr and have to use the brakes. There were also issues with pricing transparency regarding purchasing boxes from this location and price of the truck. We talked to 2 diff people at the location - neither told us that the price on the site for the truck on the day of our being at the location to make our reservation wasn't the price we would actually get. The site stated the truck would be around $540. We paid more.

Product_Or_Service: rented 17' moving truck from UHaul

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

I have asked that the brakes be inspected and for a 50% refund on the rental.

Business

Response:

October 24, 2014

Revdex.com ID# [redacted]

U-Haul Ref# [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $200 back to Ms. [redacted]’s Visa account as an adjustment on her rental. 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: During the billing cycle in November I was charged and my money was refunded to me within the same day. After further inquiries this month in December I have found out it is due to a clitch in the billing system with that being said rent was never paid for Novemeber without my knowledge. I was not contacted about the incident nor was I informed I would be charged at a later date without my approval. On December 16, UHaul made a debit to my account for the November monthly rent without my knowledge leading to two separate overdrafts in my account. One from the Uhual charge and another personally. These overdrafts should have been avoided, and the uhual staff neglected to inform me about the transaction that would be taking place. When I recieved my paycheck I was already out $202.49 in money that I would not see seven days before Christmas. Taking this matter to the management staff the service was impeccable at the [redacted]; I was informed of why and what happened with my account. The transaction that was made on December 16 should not have been made without my knowledge or consent in the matter.Desired Settlement: I do understand that November's monthly rent needed to be paid and I do not request money back from that charge. I would like to be either credited or reimbursed the $70 that I paid in bank fees due to the lack of communication from Uhaul and it's silent charge from December 16 on my account.

Business

Response:

December 30, 2014

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

[redacted] our Executive Assistant for our [redacted], followed up on the information Ms. [redacted] provided. She informed our office she will send Ms. [redacted] an email advising her of a refund for the $70 in bank charges. Ms. [redacted] should receive the refund check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Thank you,

Review: UHaul advertises a free month of storage when renting a one-way truck. At the time of reserving my truck, less than a week before moving, I asked about a specific storage unit and if it would qualify for the free month of storage even though it was not a UHaul facility. The rep at the store told me that it would and that all I needed to do was show them my paperwork when I got there. I made my reservation for storage and put a deposit down. When I picked up the truck, they gave me a rate for dropping my truck off in [redacted], MO. I explained that I was moving to [redacted], which is about 20 miles south of [redacted] and the UHaul rep told me it would be fine to drop off my truck in [redacted]. The day that I was loading my truck, I called the storage place to make sure everything was good with them for me to get there the next day. They explained that they are only an affiliate of UHaul and they do not honor their specials. I stopped packing and went to UHaul and the same person that told me that storage place qualified was there as well as the manager. He stated he remembered telling me that when I made my reservation and said he was just trying to help me out. [redacted], the manager, took several minutes to find the fine print on the website that states that it must be a UHaul facility. He said he sympathized with me but there was nothing else he could do. He gave me a UHaul number to call and said maybe they could help me. They said I had to file a formal complaint and [redacted] would have to resolve it. By the time UHaul took my complaint, my things were already in storage. Nobody contacted me back, I had to initiate the conversation with [redacted] at which time he accused me of lying and falsifying information about what was said. I called corporate UHaul back and explained I couldn't talk to [redacted] and that he was very unprofessional. One week ago I was guaranteed to get a call back within the week from an executive to help resolve this, which I never got.Desired Settlement: All I want is to be reimbursed for one month of storage since I was given incorrect information by a UHaul rep. They have the absolute WORST customer service. When you try filing a complaint with them, they guarantee that they'll call you back and then they never do. I have never been talked to as unprofessionally as I was by [redacted], the manager. He made this a personal issue by attacking my character and calling me a liar. I believe I deserve the reimbursement after all they have put me through.

Business

Response:

June 26, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Memphis, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $50.00 to help offset the inconvenience and confusion he experienced. The refund was credited back to Mr. [redacted]'s Master Card account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Thursday June 29, 2012 in the A.M. I rented a U-Haul truck from this location at [redacted]. We were traveling from St. Louis, MO to [redacted], GA which is about a 785 mile drive. While on the highway, the truck had some type of oily pink fluid pouring into the cab's passenger side coming from under the hood of the truck and leaking out thru the door onto the steps to get in and out of the truck. There was a smell that came from this fluid that was very unpleasant and sickening. We pulled over to clean the puddle of fluid out and to get rid of the smell. Once finished, we continued out travel down the highway. Within the next hour maybe sooner, I started smelling the same smell and looked down to the floor and there this fluid was again pouring on the floor again from under the hood. Again we pull off of the highway and cleaned. This continued the whole trip. After some hours had passed I call into the customer service number at 800-go-uhaul and spoke to a representative to advise of the issue we were having. they transferred me to roadside assistance. I spoke to a lady and gave her the issue we were having with the truck leaking fluid. The rep advised that if the gauges on the dash board were not off or showing signs of something wrong, then things maybe ok but to keep a close eye on them since she did not know where or what the fluid was. We again got back on the road and this fluid starts again and this smell has arrived again. The smell of this fluid has now made me sick to where there was no appetite and I was sick to the stomach the majority of the trip and after the trip I had no appetite or 2 days. This trip should have take us 13-14 hours instead it took 18-19 hours for us to arrive to our destination due to the constant stopping, cleaning, and getting sick. I have called everyday about this issue since 6/27/12, the day the rental contract started. I have had to receive medical attention since this incident and the cost of cleaning this p

Product_Or_Service: UHAUL RENTAL

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Refund

I would like to receive at least halef of my money back due to the inconvience of travel and due to being sick and having to receive medical attention. I am tempted to seek legal assistance for full reimbursment plus some if this can not be done. I feel that this was very unfair. The mechanic & manager should have known something was wrong with this truck before having me pay $900 and renting it out. All I have heard is "there is nothing we can do" and im not happ

Business

Response:

July 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Saint Louis, followed up on the information Ms. [redacted]provided. He informed our office he sent Ms. [redacted]a letter offering his apology for the difficulty she experienced during her move and addressed her concerns. The body of his letter is as follows:

You are asking for half of your money back and after looking into the matter, I'm not sure why. I understand in an effort to make you happy, [redacted], the GM at my East Alton store offered you $100.00 and you refused. After looking into the situation, I can’t agree to give you any more. Here's what I found:

1. You dispatched at 8:00 am on June 28. You called the road service number at 10:00 pm same day to report the issue, but declined assistance. You just wanted someone to be aware of it. The next call you made was not until July 1, after you were already in [redacted] and done with the truck. You asked for someone from U-Haul to come pick it up. Since the truck was safe to drive, you were instructed to take it back to the Dealer in town. In your letter to the Revdex.com, you said you had to seek medical treatment. There is no record of you reporting being ill to the operator on that call, nor was it reported at the time of equipment return. Still, I will be happy to reimburse you for your out of pocket expense for the doctors visit and any medications purchased as a result of this. You can send me a copy of the receipt(s) and I will take care of it asap.

2. The truck was dispatched with ¾ tank of fuel. Although at the time of pick up, you agreed to return it at same, it shows that the tank was empty upon turn in in [redacted]. * note: please be aware that there is an outstanding bill due to U-Haul from you for $174.00 for the fuel and service. You should be receiving instructions on how to take care of this in the near future.

3. I discovered that the rate from St Louis, Mo to [redacted], Ga was supposed to be $935.00. I am not sure why, but you were given $280.50 off of this price (a 30% discount) and rented the truck for just $654.50. Also, I know we sent you over the bridge to pick up the truck 12 miles from your preferred pick up location, but this saved you an additional $50.00 as unlike in the State of Missouri, there is no sales tax charged in the State of Illinois.

Thank you for taking the time to make me aware of an opportunity. Please forward your related medical receipts to me at your convenience so we can get this matter resolved.

Sincerely,

[redacted], President

U-Haul Company of St. Louis

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

Sincerely,

Executive Assistant

U-Haul International

Review: My husband and I decided to use Uhauls Ubox service as it seemed more logical and affordable than the PODS. We have been storing 2 boxes in the [redacted] warehouse until we found a place in [redacted]. I was initially told by a completely incompetent customer service rep that we would have the option of driving both Uboxes across the state ourselves, to save on costs. I was also told the boxes would be shipped directly to our house...how convenient right? Come to find out, that was completely false. So our only option now is to pay $900 just to ship our stuff across state, or to drive back to [redacted], move everything out of the Uboxes into a truck or trailer and drive it over ourselves. Expense vs. inconvenience...neither are a good option for us. On Friday, July 13th, I called the [redacted] office to get the process rolling on shipping our Uboxes to Olympia. I was told a message would be sent to the general manager and the assistant manager, so I should be getting a call shortly. Two days later, no call, so I called the 1-800 number. This was a disaster. I have never been transferred so many times in one sitting...most of the time to an automated phone message that led no where. Every time I reached an actual person (both the [redacted] office and customer service) I was told the ONLY person who could help me was the general manager where my Uboxes were being stored. MANY attempts were made by myself as well as other Uhaul employees to call, email and IM the manager (they seemed to be logged out of IM for 4 days straight...what are these people doing????) We finally went down to the Olympia Uhaul to speak to someone face to face, and although Steve was as helpful as he could be, he was getting the same results....no answer. I finally received a phone call today, July 23rd from the [redacted] assistant manager, [redacted], ELEVEN DAYS after my initial call. She told me today was the first time she had received any kind of message regarding our account. She was apologetic and more helpful than anyone yet, but she still couldn't give me a definitive answer on when we would be receiving our things, and could not give me any kind of discount. She offered to waive next month's storage fee but why in Gods name would I pay for something that I shouldn't have to anyway, because I SHOULD have my stuff by now. She also asked to verify that our boxes were going to [redacted], TX! WHAT???!!! I am completely outraged at this point. We have lived without any of our belonging for almost TWO WEEKS and I have spent way too much of my time trying to get a hold of someone!!! How can it possibly be that the ONLY person that can process a shipping order is the onsite general manager who doesn't even seem to go into work?????? I can't believe that we will have given Uhaul over $1,200.00 after this entire god-forsaken process is over.Desired Settlement: I expect a refund of AT LEAST a few hundred dollars for time and effort I have spent on dealing with this, as well as for all the time we have had to live without our belongings. We have had to purchase new things to get by, so that needs to be factored in as well.

Business

Response:

August 1, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Inland Northwest located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office that at the time the U-Boxes were dispatched, an amicable resolution had been reached. A refund for $150.00 off the shipping rate was processed and they also waived a month of storage on both U-Box 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,

Executive Assistant

U-Haul International

Review: I have 2 complaints. My first complaint is I called in and reserved a cargo van from the uhaul location [redacted]. I get there and I am given a truck. I wasn't thinking anything of it b/c I figured I need a small truck and thats what they are giving me. I return the truck and put it back to half of tank which I believe it was less that that b/c it shouldn't have taken almost $30 for using the truck for 40.2 miles. I look at my bank statment today and I was charged twice, a total of $103.75. I called in b/c that is incorrect based on the small vehicle I ordered and the 40.2 miles. First I was told I ordered a 14ft truck which is inaccurate and for what I moved, everything would have been sliding which is why I initially oredered a cargo van. I also had to put my television in my car, so no way a partial room wouldn't fit in a 14ft truck. Another thing is although they charged me for a day, I had to turn the truck in almost 6 hrs early. Then I was told I was charged for over 60 miles which was also inaccurate. Based on my google maps which I used from uhaul to my apt was 10.4 miles, from my apt to the new apt 21.5 and from the new apt back to uhaul was 8.3 miles. That is no where near what I am being charged for. I was overcharged and I am very upset about this. I call into customer service and I get a rude customer service rep by the name of Helen that tells me people tell her this story all the time. It is no story it is factual and there would be no reason for me to call in about being over charged almost $40 and going through the stress of talking to customer service for an hr. I am at work and had to take a break to handle this. I am just shocked and appalled at the service I received with Uhaul.Desired Settlement: I want my money refunded for the overcharges and this facility written up. This isn't right what they are doing to people and I am sure I am not the first one. As the uhaul rep helen said "I am not the first one to call saying they overcharged me mileage". If I am not the only one then obviously this is something that is being done and Uhaul needs to own up to this. I also would like Helen in customer service written up b/c she was very unprofessional and very rude.

Business

Response:

October 22, 2012

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 spoke to

Ms. [redacted] and offered his apology for the confusion we caused and

addressed his concerns. A credit for $41.83 was issued back to his

credit card as an adjustment, which should post on his next credit

card statement. As we value Ms. [redacted] as a customer, Mr. [redacted]

also sent her a $25.00 VIP Certificate that can be used toward a

future purchase or rental on the many products and services U-Haul

has to offer.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I reserved a rental truck for this location for the dates of 06/29/2012-06/30/2012. I reserved the truck one week in advance, and was assured that the vehicle would be available or I would be given a free $50. I called the U-Haul office on 06/25/12 after receiving a confirmation email that said the truck would be ready at 12 pm on 06/29. I spoke with an agent and let them know that I would not be able to pick the truck up until I got off work at 3 pm. The agent asked for my reservation number, agreed and said that they would put a note on my account with that information. I showed up to the rental office only for the rude store manager, [redacted] to tell me the truck was not available. I left and called UHaul customer service. They informed me the truck I reserved was still on the lot at the office I just left. I went back to rent the truck and the manager, [redacted] did not offer any apology or explanation for my inconvenience. He told me the rental would be due back at 6 pm on 06/30. He then called me at 7 am on 06/30 shouting and calling me a liar, saying I was to bring the truck back at 6 am! I told him that was not possible, nor was it our agreement, and he continued to shout. I returned the truck at 2 am on 07/01/12, which would have been earlier had I not been stranded for 4 hours after the truck died and I had to wait on U-Haul roadside assitance. I should have been charged for 06/29 & 06/30, however I was charged for 3 full days! They also added a cleaning fee. I have pictures of the truck after I swept and vacuumed it.I called the office and [redacted] stated that he charged me per 12 hr period for the truck! He began to shout once again, so I hung up and called corporate customer svc. I have never been treated so poorly by any company in my life. I am very disappointed in the service I received from [redacted] and the [redacted] U-Haul office in Jacksonville.I am demanding a refund of $78.95 plus applicable taxes; the cost of 1 day of rental, 1 day of insurance coverage and the cleaning fee.Desired Settlement: A refund of $78.95 plus applicable taxes; the cost of 1 day of rental ($39.95), 1 day of insurance coverage ($14.00) and the cleaning fee ($25.00).

Business

Response:

July 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Jacksonville, followed up on the information Ms. [redacted] provided. She informed our office, after reviewing the detailed notes documented on the contract, they agree the charges are valid and a refund will not be issued. Notes state the truck was returned late and there was debris from fireworks in the back of the truck that had to be cleaned out.

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 photographs of the truck that clearly show that there were no fireworks (I have never purchased any to have had them) or other debris in the truck. I will not accept this response until I at least receive my cleaning fee back. If not, I will proceed with legal action.

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

Regards,

Review: I got scammed,I rented a trailer,he told me it cost 41.95 to rent a trailer,so I gave him a hundred dollar bill,then he told me there was a 60.00 holding fee for the trailer,he said I would get that back when I returned the trailer,then I said but that does not add up to 100.00, he said don't worry about it,then he swiped my credit card,I asked him why he did that he gave me no reason,so I signed,like a dummy,he was rushing out the door so he folded up the recipt,and gave it to me,I didn't even look at the recipt,he handed me off to another guy that helped hook up the trailer,and I was on my way when I returned,I unhook the trailer and went into the store to get my deposit,he said I owe u 15.56 ,I said no way I gave him a100.00 bill,then I look at the recipt,and seen I got screwed,we called the manager,he counted the drawer to see if it was high ,he said no,so the manager called this guy,and he said I gave him 3 20's,I said that's a lie,then I asked him watch the camars,he said he can't,because they are criminal acts,then I called there corp head,they file a claim,yet to hear back from themDesired Settlement: Bring this guy up on charges,have him fired,a refund of my money,and have him spend some in jail!!!!!!!!!!!!!

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our GM

of our U-Haul Moving and Storage of Capitol Dr., followed up on the

information Mr. [redacted] provided. He informed our office he

attempted to speak to Mr. [redacted] but reached his answering machine.

He left a message explaining he reviewed the cameras at his Center

and also talked to two employees who were present on the day of his

rental. Mr. [redacted] found no discrepancy in the cash drawer. He left

his call back number and requested Mr. [redacted] call him to discuss

his concerns further.

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: On 03-10-2012 I visited the U-HAUL location at 4[redacted]. [redacted], Va to rent a small trailer and have a hitch installed on my 2001 [redacted]. The job took 3 hours longer than it should have. They received my payment in full of $343.59 for the install of hitch. Finally everything was finished and I was on my way. I arrived in [redacted] to pick up some personal belongings. While there my computer [redacted] blew out. On 03-14-2012 I had it towed to Camden Automotive & Diesel. The bill was $70. They did not have part and referred me to [redacted]. The mechanics there confirmed that the wiring on the hitch was done wrong and caused my computer to go out. The cost of the bill at [redacted] was $726.10. I had to spend another $400 or more on hotel cost while waiting on part. Almost lost my job due to missing work, and also lost out on wages that I desperately needed. When I returned to [redacted] I had my mechanic look at the wiring. He also confirmed it was wired in an unsafe manner that could short out and cause a possible fire. There were bare spots on wire where the tech at U-HAUL pulled the wire through the frame and skinned it up. It has been almost 9 months and U-HAUL has done nothing about this problem. They even charged me for keeping the trailer extra days. I couldn't make it back on time due to the problems their tech caused. So for almost 9 months I have dealt with their claims dept. REP WEST. Mr. [redacted] is handling the claim and he has done nothing but blow me off for 9 months. I cannot even get the corporate office of U-HAUL to return my calls. [redacted] is supposedly the GM at the W broad st. locations superior and I have left message after message with her secretary [redacted] over and over. No one will call me back. The money I spent on damages due to their mistakes were pulled out of my families emergency funds. I have a 10 month old baby girl and another on the way. My family doesn't deserve this. I have been treated with no respect.Desired Settlement: I only ask for what is fair. The money I spent on damages to be refunded. For REP WEST to wrap this claim up and do what is right and for U-HAUL to refund the charges for the extra days on the trailer seeing how I could not return it on time due to their bad wiring that caused the problem.

Business

Response:

November 28, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Richmond, followed up

on the information Mr. [redacted] provided. She explained that Mr.

[redacted] did not return the U-Haul trailer. Our U-Haul Center GM had

to retrieve it from his home. Mr. [redacted] contacted Ms. [redacted]'s

office asking if could return the hitch and receive a refund. Our

President, Ms. [redacted], also spoke to Mr. [redacted] on more than one

occasion. A claim was filed with RepWest Insurance Company. After

investigating Mr. [redacted]'s claim, they found that his jeep had 185

thousand miles on it and felt that the wiring we did on his vehicle

did not cause any damage. Mr. [redacted] in fact pulled the trailer

home with the new computer and the same wiring, without incident.

Ms. [redacted] relayed that although they felt we were not at fault, Ms.

[redacted] decided she would allow Mr. [redacted] to keep the hitch and also

issue him a refund. The refund of $343.59 was issued back to the

same credit card we charged and should post on their next credit card

statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: My wife was over charged by an additional 19.2 miles on the service. The mileage was properly recorded before receiving the moving truck and properly turned in. The business reported the wrong amount of miles on the truck. It shows the business is fraudulent. we were taken for granted.

Product_Or_Service: Truck lease

Order_Number: Unknown

Account_Number: UnknownDesired Settlement: DesiredSettlementID: Refund

Refund of 19.2 miles to my wife.

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Paula Fontaine, a

Senior Customer Service Agent, sent Mr. [redacted] an email on November

29th requesting additional information in order to

properly research his concerns. We need to know the address of the

rental location, including city and state, and the name of the lessee

listed on the contract. If Mr. [redacted] has the contract number, that

would be helpful as well. As of today, we have not heard back from

Mr. [redacted] and, therefore, unable to proceed further.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: Note that I tried contacting U-Haul through their website to complain about this but I received an email saying their customer service mailbox was full (inexcusable in itself).I'm going to talk about my U-Haul experience. Let me first say that it was probably one of the worst experiences of my life. I don't usually go out of my way to leave negative feedback but I felt inclined to do so for this particular occasion. Originally, I had scheduled to pick up my U-Haul at the following location: 56 MINI STORAGE, [redacted] at 9:00 AM on June 29th. I had received a confirmation email that said I was scheduled and GUARANTEED to pick it up at this time. I drove up to the location around 9:05 thinking it would be there for sure. However, when I went inside to talk with the lady at the desk, she said the U-Haul did not show up yet. I told her about the guarantee in the email and she just said, in a condescending tone of voice, that it was the customer's fault that they did not return the U-Haul to the correct location on time. Meanwhile Im thinking to myself, why U-Haul would claim such a guarantee if it is conditional on some other customer. She didnt really have a response for that. She proceeded to tell me that the U-Haul truck should have arrived at the location by at least 8:30 AM. But for some reason, even being 9:05 AM, she did not even think to call another nearby location to see if another truck could be transferred in to my location. You would think after 9:00 rolled around that she would have showed some initiative to figure out something if it was in her computer that I was supposed to have a truck ready to be picked up at 9:00. When my Mom and I walked in the office, we found her eating something. It would be one thing if she was busy on the phone, but instead of doing her job she was just eating food. Anyhow, when we arrived, she could tell we were upset about the U-Haul truck not being there on time, so she finally called a nearby location (probably 10 minutes after we walked in) to see if they had any of the same size trucks that we needed. Fortunately for us they did have one and it was actually scheduled for another person to pick up later in the afternoon. What happened was that we ended up taking another persons truck at another location and the truck we were supposed to get was going to be returned later in exchange for the one we took. It was a simple solution to a problem that could have been solved over the phone around 8:30 or 8:45 at the latest when she saw our truck did not arrive. She offered us two options. We could have waited for the other location to deliver the truck to us or we could have driven there to pick it up ourselves. Being only an additional 5 miles down the road, we just decided to drive to the other location to pick up. So we left the original location and the lady working there DID NOT even once APOLOGIZE for the inconvenience or seem at all concerned with how frustrating this was to us. We were glad to get away from her. When we got to the other location: Rte. 56 & Wildlife Lodge Rd Lower Burrell, PA 15068, the two employees that were present were very friendly and welcoming unlike at the first location. They helped us with what we needed and we were able to leave with the U-Haul truck in a very reasonable amount of time. We even had a $50 discount off of the price of the U-Haul rental for having to go to another location to pick it up. However, this did not even come close to remedying the horrible experience I had. I finally ended up leaving the location at about 10:45 with the truck when I should have left the original location no later than 9:20. I had a strict schedule to go home with the U-Haul truck, load all of my furniture and other belongings that I was taking, and then travel to State College, PA (2.5 hours away from my home) to pick up some additional furniture items that I had purchased from a store. As a result of being late, the friends I were supposed to have come and help me get my heavy furniture items moved into the truck were no longer available to do so because they had other obligations at 11:30 to attend to. (I should have been home by 10:00 but didnt get home until 11:15). So I ended up having to load up the heavy furniture with only the help of my 52 year old mother who should not have to lift heavy furniture like this. Although I was initially angry at U-Haul saying the truck was GUARANTEED to be picked up at 9:00 but it wasnt there, I was even more upset that the lady working in the office did not make arrangements for another truck when she could have done so plenty of time in advance before I arrived. I cannot stress how terrible this experience was for me. I believe I should be substantially compensated for this. I do know that companies should NOT make guarantees based on conditions of other customers and this should be stressed on a managerial level of the company.Desired Settlement: Although I have already utilized their services for the 8 hour away move I had to make, I would like a significant percentage (if not 100%) of the price I paid for the U-Haul rental refunded back to me. In my mind, a guarantee means 100% guarantee and should the company fail to meet such a guarantee they should be obligated to compensate the customer at hand. This is the way business should be conducted.

Business

Response:

July 11, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a response, which included a brief explanation of our reservation procedures. Mr. [redacted] explained Mr. [redacted] was rented the U-Haul equipment less than an hour past the original promised pick up time due to the fact the previous family returned the truck late. We try and rely on our customers to return their rental on time for our next family, but that doesn't always happen as was the case with Mr. [redacted]'s rental. We realize this may inconvenience our customer, therefore, we offer a $50.00 Guaranteed Reservation Fee if we fail to meet the reservation time and/or location exactly as scheduled. The $50.00 refund was credited back to Mr. [redacted]'s Visa account and should post on his next credit card statement. Mr. [redacted] offered his apology to Mr. [redacted] for the inconvenience he experienced.

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

Sincerely,

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 not satisfied with the business' response because they failed to acknowledge the fact that their employee at 56 Mini Storage (U-Haul Neighborhood Dealer)

[redacted], [redacted] did not show the initiative to call to check on the status of where my U-Haul truck was located. She said herself it should have arrived at the location at 8:30 AM. If that was the case, why did she not call at least by 8:45 to see what was going on? Instead we show up at 9:10 to the location and she hasn't called until we ask if it is there. All this time, she wasn't even busy. She was eating her food instead when we came in. If she did her job correctly, she could have had the other truck (that I ended up having to pick up at another location) already delivered to the location I was initially at. I do not appreciate the company trying to pin the blame on other customers returning a truck late when the blame was not all theirs. Also, as we were leaving the aforementioned U-Haul location, the lady working there did not even once apologize for the inconvenience she had placed on us. This kind of customer service is unspeakable on any level. A $50 refund doesn't scratch the service of what I should have been refunded for this epic nightmare.

Regards,

Business

Response:

August 22, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, reviewed the information Mr. [redacted] provided. He assured our office he addressed Mr. [redacted]'s concerns with his management team that is over our Leechburg U-Haul location as well as with his staff at our Leechburg U-Haul location. He reiterated that we filled Mr. [redacted]'s reservation 54 minutes past the scheduled time due to the fact the truck was returned to us late by our previous customer. Mr. [redacted] acknowledges our U-Haul location could have pro-acted on Mr. [redacted]'s behalf, and for that reason they initiated the $50.00 Guarantee Fee.

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: We were moving from [redacted] ID to the [redacted] AB area but were unsure of WHERE exactly we would be living. The [redacted] Representative was Awesome, she gave us 8 days free and 800 extra miles so that we would be covered with where-ever we decided to live. We told her that we would be anywhere between [redacted] and [redacted] and so for drop off location we requested [redacted], but she said that she would put [redacted] (just in case we went there) because it was the farther location (Didn't want us to be "over miles"). And told us that if we needed to change the drop off location to call a number to give 24 hours notice and that we wouldn't be charged any fee's for changing the drop off the location. Great Experience in Boise.

We called the number to give notice that we were changing the drop off location to [redacted] (instead of [redacted]) and were informed that we would be charged an extra $700 for changing the drop off location. We attempted to explain to this woman what we were told when we picked up the vehicle but she was rude, refused to let us speak with her superior/supervisor. We called three different times requesting to speak with her supervisor and she made up new excuses each time we phoned. Telling us that this was a minor matter and that she would not transfer us through to her supervisor because she didn't want to deal with a "minor issue" like this. $700 DOLLARS is NOT a minor issue. And telling us to do whatever we want because she doesn't care, is rude. And telling us "Whatever" is rude. Alberta Experience was awful. Rudest Customer service woman Ever.Desired Settlement: To speak with the ACTUAL Regional Manager to settle this dispute.

To not be charged $700 for a change of drop off location.

To Receive an apology for the rude customer service received from the Canadian side of U-HAUL.

Business

Response:

January 31, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Mr. [redacted] provided. She attempted to reach them by phone but found the number on file to be out of service. She sent them an email explaining we will not charge any additional drop off fee for dropping the truck in Calgary. Ms. [redacted] included her telephone number and requested a return call to make arrangements.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had rented a trailer from U-Haul in [redacted] on Dec 16. I originally asked for a 6x12 trailer which I had rented three other times before including the weekend prior (Dec 7/8) to be pulled by me in my [redacted]. The young man that was going to attach the trailer to my truck, refused to rent the 6ft trailer to me and instead insisted that my truck could not pull that trailer and he would only rent me the 5ft trailer. I pulled out the agreement from the weekend prior showing that I had indeed rented the larger trailer but he still refused. I had him talk to my mechanic who knew what the towing capacity of my truck is but he continued to refuse and was very rude to my mechanic. Since I needed a trailer due to moving back to [redacted] from [redacted], I went ahead and agreed to the smaller trailer. When I was backing up into the driveway at my house with a loaded trailer, I felt something bounce. I stopped and pulled forward thinking that maybe I had driven over a rock. When I got the trailer backed up at the garage, I saw the damage to my bumper. I have pictures showing where the trailer tongue damaged not only the bumper but bent in the license plate. When I took the trailer back to U-Haul on [redacted], the man asked me if I had taken the trailer off. I am a single woman of 125lbs. There is no way I could take the trailer off. I told him I was going to take pictures of the damage and he told me to file a claim with U-Haul. He then showed me the number to call on the contract.

I contacted the insurance company for U-Haul on [redacted] and told the claims adjuster what had happened. He asked me if I knew how to pull a trailer and if I had read the section in the contract for negligence on my part. He told me I could go ahead and submit pictures plus 2 estimates to him and they would get back to me. Three weeks later, he called me and said they had completed their investigation and found no fault on their end, therefore, the claim was denied. How he could have done an investigation is a mystery to me. He did not have the pictures nor the estimates and no one came out to look at my vehicle.

I have had my truck looked at for the damage and was told by a separate adjuster that it is obvious the trailer was not attached correctly just by the damage that it did. He said it is a thousand wonders it did not come off while I was driving.

I do not want anything other than to get my bumper and all the damage repaired.Desired Settlement: only to get the damages to my truck taken care of

Business

Response:

February 13, 2013

Thank you for your concern for our customer [redacted]

[redacted], our President for the U-Haul Company of [redacted] followed up on the information [redacted] provided. He informed our office that his GM of our U-Haul Center [redacted] rented from relayed there was no evidence that the trailer coupler came off the hitch ball. When our GM asked who put the trailer back onto the ball, [redacted] replied that no one did. [redacted] stated that the damage appears to be caused by the trailer jack-knifing, which would fall under customer caused and the expense for damages would be her responsibility.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

At no time has anyone asked to see my truck so they could actually determine the damage. I have taken my truck to get the estimate as I was told to do and they could even tell what happened. It is so very obvious. And yet, still no one from U-Haul has even come out nor given me a call. I had a former U-Haul employee look at it and immediately he said that it was obvious that the trailer came off the hitch and that is what caused all the damage. A U-Haul employee put the trailer on for me and U-Haul should stand behind what happened.

Regards,

Business

Response:

February 21, 2013

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

[redacted], our GM of our U-Haul Center at [redacted], reviewed the information [redacted] provided. He personally assisted [redacted] when she returned the U-Haul trailer. [redacted] relayed that [redacted] explained to him the coupler came off the trailer ball and damaged her truck. He asked her who then helped her put the trailer back on the ball and she said that nobody touched it. [redacted] advised our office he was confused because the trailer could not have gone back on the ball by itself. When he tried to remove the coupler from the ball without loosening it, he was not able to get it off. The coupler was tightened on the ball and he had to back the coupler all the way off to remove it from the ball. He mentioned the damage he witnessed was on either side of the ball and it appears the trailer was jack knifed and the coupler hit the bumper of her vehicle.

In view of the information above, our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had my belongings shipped from [redacted], Tx to [redacted], CO. I was told it will take 7- 9 Business days. I dropped my POD off on February 2013, and it was suppose to be dropped off at [redacted], [redacted], CO. As of March 01, 2013 it has not arrived. I have contacted Uhaul customer service & the actual drop off location for my belongings several times (at least 5-6 times). Nobody seems to know where my belongings are. I didn't realize that this was a mom & pop operation. I assumed that Uhaul could call the third party that they use to ship customers belongings to find out where the customer's belongings are. From my understanding, my POD was going directly to my drop off location and not taken from warehouse to warehouse.

Sincerely,

[redacted]Desired Settlement: I want my belongings

I want Uhaul to pay for my belongings to be driven to my apartment

I want Uhaul to pay for movers to unload my POD into my apartment on the date and time I decide

I want Uhaul to give be a 5% discount on the total cost of my POD for each day (including non-business days due) that my belonging are not moved into my apartment.

Business

Response:

March 4, 2013

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

Our records indicate Ms. [redacted]’s U-Box was delivered today to our S. Santa Fe U-Haul location in [redacted] and a manager would be contacting Ms. [redacted] to make arrangements.

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: April 29, 2013

To: [redacted] U-Haul Customer Service

Revdex.com

From: L[redacted]

RE: Dispute of Claim ([redacted])

I am filling this letter in dispute of threats for financial obligation in regards to alleged damages to a U-Haul rental that I am not responsible for. I indeed rented said vehicle with damage pre-existing, documented by myself and acknowledged by a U-Haul agent on the rental agreement before I took position of the vehicle. I returned the vehicle to another satellite U-Haul dealer at which time they accused me of causing the pre-existing damage. I stated my case to the agent and believed the issue was resolved. Four months later I am contacted and told that a claim for damages in my name has been made. To this date I have received no documentation of any repair work that was completed, the cost or the date of service. I vehemently deny that the truck was damaged while in my possession and there is no evidence to support any claim of wrongdoing, therefore I am demanding that any potential claim against me be dropped.

Details and Timeline of events.

On November 11th of 2012 I had rented a U-Haul truck from a storage satellite location for U-Haul which is cU-Haul Neighborhood Dealer, address [redacted]. The equipment number on the vehicle is [redacted] When renting the vehicle I reserved my pick up online. I went inside this satellite location and told the woman (rental agent) I was there to pick up my reservation she then told me the truck was parked alongside a storage unit and I could go get the truck and drive it to the front of her storage unit shop. I went to receive the truck and brought it around to the front of the store thinking that we would do a walk trough of the truck together. She then asked me to check how much fuel was in the truck and mark it as well as look for damage on the vehicle. I wrote down the amount of gas and put X marks on parts that I noted much damage. I went inside to tell her I found damage spots and if she would come out and check the vehicle with me and she said it was fine to go and did not come out with me. She then looked at my X marks and then signed the paperwork and said I need to return the vehicle to another satellite location for U-Haul which was [redacted] drove the vehicle off the storage unit lot and took it to my location in [redacted] to load up the vehicle and then drove it to [redacted] to empty the contents of the vehicle. I did think that the truck was driving odd and clunky but thought nothing of it since it is a large truck and I am use to driving a small car.

When I went to drop off the car at the satellite location for U-Haul at the [redacted] a man came out to check the truck and told me that I hit something. I went outside to look at the vehicle which had the same marks from when I rented it and told him I did not hit anything the vehicle is exactly how I had rented it. I showed him the paperwork with the marks on it and he proceeded to tell me that the U-Haul was damaged. I told him that I was not walked out to the car when it was rented to me so it must have been that way since I rented it and that was dangerous then on their end and thankfully I had no other problems when I was driving the vehicle. He said he would be in touch with the manager at his location and the woman who checked out the U-Haul to me at the Winchester Road satellite location. I gave them all my information to get a hold of me and let me know if there was anything else I could help with but I was not liable for the damage. I never heard from the manager at either location and was charged for the U-Haul a week later, I figured they had it all resolved since they charged me and understood it was their fault for renting me a bad vehicle and letting me put myself in danger.

Four months went by and I heard from a man named [redacted] with [redacted] insurance stating that I had hit the truck and he wanted to know what had happened. The dispute number is 00431149-2012. I told him the fact that it was the manager woman at the first sites problem since she never went out with me and put me in danger and not my fault it was that way when I rented it. [redacted] then said he would call me back later that day and let me know what their story is. I once again did not hear from [redacted] until a couple more weeks went by and he said that their story does not match mine and they are still claiming that it was me who hit the U-Haul truck. I told him I had proof of the damage in the paperwork that I had signed with the X’s marked. [redacted] said he would like to see my paperwork since the paperwork they supplied him with did not have any markings on it and a scribble for a signature. I told him I would email him as well as fax my proof. I then received a note in the mail from [redacted] and [redacted] saying I needed to pay 1350 for an axle replacement on the U-Haul vehicle (I have not received any documentation substantiating that any work was done or the cost of any such repairs). I then called [redacted] and asked about this notice and he said it was just part of his job and I still needed to send my proof and he would get this all settled. I sent my email and fax on April 9th of 2013. I then received an email back from [redacted] saying that he would look at it and let me know what his supervisors say. I then waited another week and received a phone call saying there is nothing left he can do I either need to pay it or report it to my insurance for them to fight the dispute. He first said the X marks I have on the vehicle do not show damage to the undercarriage. I said they do not give the option to mark the undercarriage damaged, I did mark the tire damaged and area around the tire, and I am not an expert on trucks so I do not know when something is wrong with the undercarriage. That is why the woman who rented it to me should have come out and looked at the vehicle. He said that he talked to the woman at the satellite office off Winchester Rd and she said that they will not drop the amount due because they had to tow the vehicle to get repairs done after I rented the vehicle. I was unaware of the vehicle needing to be towed and worse yet I drove the vehicle in that condition due to her not getting up to check the vehicle that she signed off saying was okay to drive, now all of a sudden I am responsible for their ignorance. I told [redacted] that was not right and he said he cannot take either side he is just there to get the money and since he was not a witness he could not say who was right or wrong. I said I should not have to pay this since it was not me who damaged the vehicle and he said he understood and will give me 30 days to get together what I was going to do and not send it to a collection agency , yet.

I then called my insurance company, [redacted] and opened a dispute with them. The woman who I spoke with was [redacted] and she told me she would be getting back to me quickly with what she can do. The reference number with [redacted] is [redacted]. She asked me for proof of the damage done when I receive the vehicle and I did this on April 23rd 2013. I received a phone call and email from her stating she could not help since my insurance only covers a vehicle under 2,000 pounds and the U-Haul truck I rented was over that amount. [redacted] also said that when she spoke with [redacted] he said the satellite office in [redacted] said they had to have the U-Haul towed while I had it rented and I had called them to have it towed. This is not true and once again a change in their stories.

Closing

I am filling this letter in dispute of threats for financial obligation in regards to alleged damages to a U-Haul rental that I am not responsible for. I have provided documents and evidence that all damage to the vehicle existed before I took position and the U-Haul agent documented such when she verified damage notations on the receipt and rental agreement. I vehemently deny that the truck was damaged while in my possession and there is no evidence to support any claim of wrongdoing. Therefore I am demanding that any potential claim against me be dropped. I will anxiously await your written response to this dispute

Respectfully,

Lindsey [redacted]rDesired Settlement: For this to be corrected. This damage was not my fault and I should not be charged for damages that were on the vehicle before renting it. I am not liable and the customer servies representative at the satellite location should have come out and saw the vehicles problems before renting it to me.

Business

Response:

May 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]r provided. He informed our office, after carefully reviewing the information Ms. [redacted]r provided, he could not specifically conclude the damage was done while the truck was in Ms. [redacted]r’s possession. He did have evidence that the truck had pre-existing damage on the side skirt but he couldn’t determine if the undercarriage damage was pre-existing or was new damage. [redacted] relayed, without being certain Ms. [redacted]r caused the damage, he has recommended she not be responsible for the expense and has forwarded the information to [redacted] Company.

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