J.R.J. Tara Corporation

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: 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: 1- I had booked a 2 wheel tow dolly on uhaul online on 12/27/2014 to be picked up on route 18 in [redacted] though just when I walked in to this location I received an email on my phone that this dolly is not available at this location and so the updated location at which the tow dolly is available is 14 miles away in [redacted]- I was driving an electric car with not much power left in it so I had to leave the car in [redacted], get the dolly and then come back to this location to load up.3- at the [redacted] location I was told the location is closing in 10 minutes (noon ) so better hurry up, I was told I would need a hitch ball mount and the one available at the location is "not sold by uhaul" but by the owner of the location (didnt understand that distinction at that time but came to realize later when I was told how much they are selling it for), so I asked how much will it be for that and they told me $125 ?? the location is closing in 10 minutes and I have to pay cash ( was not given a receipt) so I payed $125 for something thats you can get t any [redacted] for $30 and at any other uhaul location for around $50, that is highway robbery, I generally do not have a good experience using uhaul but this is still America and this kind of crooked behaviour really hurts specially when someone is in a fix, 4- when I got the dolly to the original location it turns out the dolly had a vital part missing, so now the guys at this location took another hour to fix it.5- I started the process at 9:45 AM and I think I was able to finally leave for my final destination at around 1PM, does that sound right to anyone, is there any justification? none of the locations had any other customer but me at that time.6-I plan to pursue this with the small claims court, not only do I plan to get atleast $90 back for the ball mount, but also will be claiming the $50 that uhaul mentioned on the website that I will get if I dont get what I booked online.Desired Settlement: I plan to get at least $90 back for the ball mount, but also will be claiming the $50 that uhaul mentioned on the website that I will get if I dont get what I booked online.

Business

Response:

January 8, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she left a message for [redacted] informing him of a refund for $90 back to his [redacted] account. The refund should post on his next credit card statement. She also mentioned, in regards to the reservation issue, the reservation was made online on December 27th at 7:39pm. The reservation was scheduled at 9:45am the following day. Our U-Haul location at [redacted] in [redacted] was the referred pick up location, not the scheduled location.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have 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: 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: 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,

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: I rented a U-Haul and it ended up being towed out of my complex illegally with my possessions still inside. I called the recovery office located in Pompano Beach FL to inform them and was given the worst customer service. My first phone encounter was with [redacted] (not sure if that is the correct spelling of her name) on April 28th, 2014. She had a nasty attitude when she answered and was very impatient. I began to explain to her what happened and she cut me off asking how, did I get the phone number to call them anyway and I was not supposed to have the phone number to speak to the company direct. She then smacked her teeth and told me to tell her what happened. I explained everything to her and she said she would call me back because she had to gather more information. As I waited for her to call me back, I called the tow company and they claimed U-Haul had the truck in their possession. So I call back [redacted] and she said she had no information on that and she would call me back in 10 minutes. Three hours later still no phone call from her. I call back advising her that I did not receive a phone call back from her and she got an attitude and told me I was supposed to call her back. She then tells me that the vehicle was bonded out but she still had no more information. I asked her if she found out why it was towed she said that the tow company told her it was illegally parked. I previously told her and advised her for the second time that the vehicle had been legally and properly parked inside of the guest parking spot which I have video and pictures of as proof. I also made her aware of how the tow company said it was a commercial vehicle that is why they towed it. I advised her that my possessions were still inside and I needed to know that everything was safe and undamaged. I told her the tow company advised me that if my items were damaged that [redacted] Towing and U-Haul would be held accountable and she agreed. I told her my U-Haul was locked and my items were braced properly but now due to it being towed by [redacted] Towing earlier and now from U-Haul I needed to be ensured that my possessions were safe and undamaged. She then ensured me that my possessions are safe and I had nothing to worry about. How would she know if my possession were or were not damaged if the truck was locked and I had the key? I asked her if she knew where my possession were she said no but will call me back to let me know where it is. I then call the [redacted] for U-Haul customer service and ask to speak with a manager. I was transferred to manager Joel located in Pheonix Arizona. I explain to him what is going on and also made a complaint about how I was not receiving calls back. He advised me that no one notated my account. I asked if he would be able to find out the where the U-Haul and my possessions were. He said he would find out and call me back right away but he never did. The next day Tuesday April 29th, I had to work both my jobs and could not keep calling U-Haul, so I waited for [redacted] to call me back. She calls me about 1: 45 pm to tell me that I owe $620.00. I asked her where my items are she said they are on the truck and I needed to pay to get them back. She said the truck got in the day before later in the evening right before she left. If this is the case then why did she not contact me first thing in the next morning and wait until half the business day was over with to tell me? I asked her if she could speak to my wife because I was getting ready for my second job and was stressed out because of the whole situation. She said no because the account was in my name. She then proceeded to tell me she was the victim because the truck belonged to her. I asked her if I could view my possessions first, she told me no and that I had to pay before I could look at them. She then tells me I had the option of having my items put in storage by a professional moving company that U-Haul would hire. I told her to not put it in storage and I would call her back on the next business day because I needed to get the money together. She said ok and she would notate the account. I call back the next day Wednesday April 30th to speak with [redacted] and was told by Irma that she was not there and Irma said she could not help me but knew who I was. I ask her if she knew where my possessions were and if I could view them she puts me on hold for a couple of minutes. She gets back on the phone in a hostile tone and tells me I have to pay before I see my items and she could not help me or tell me where my possessions were and that I had to wait until [redacted] came back on Friday May 2nd in order to deal with my situation and hung up the phone on me. I called back twice and there was no answer my phone calls were being avoided. The next day Thursday May 1st I receive an email at 5:42 am thanking me for becoming a U-Haul storage Premier Customer with a balance due of $110.35 by 4/29/14. Which means my stuff was already set up for storage without my consent or knowledge. I called the Pompano office because I did not authorize this or speak to [redacted] yet. I called numerous times but my call was being ignored because no one answered. On Friday May 2nd I call the Pompano Beach location but this time from my wife’s, cellphone and a rep answered. I asked to speak with [redacted] and she ask me who is calling I tell her my name and she tells me to hold on. She then tells me that [redacted] would call me back because she was on the phone with another customer and of course I never receive a call back from her. I am upset and frustrated because I have received rude and incompetent customer service. I know for a fact that I told [redacted] that I did not want my possessions put in storage also my wife and nephew are my witnesses because I had [redacted] on speaker phone whenever I talked to her or any other rep. I am now incurring storage fees on something I did not agree to and was done deliberately behind my back. I received a late notice email on May 4th that I have incurred a late fee of $15.00 for my storage not being paid on April 29th. I am also being charged $620 for a vehicle being bonded out and towed by U-Haul. It is unfair that I am not being treated like a valuable customer. If [redacted] had inquired from the tow company why it was illegally parked then U-Haul would not have just handed over money to them blindly without disputing it first. The tow company said it was a commercial vehicle, according to the U-Haul website and customer service whom; I spoke with it is not a commercial vehicle it’s a private vehicle. Now I am stuck without my newly purchased furniture and possessions that I was supposed to have in my home for my family including my newborn sons crib. Due to U-Hauls negligence, of not following proper protocol and dropping the ball we are now going through extra drama. My wife and I also missed a day of work Monday April 28th due to this matter because [redacted] couldn’t get this worked out even though I called her early in the morning. I have contacted Mayor [redacted] of Lauderhill FL as well as my attorney on this matter. If I am not accommodated for this mess up and service I have received I will take further action.Desired Settlement: All fees waived, my possesions returned to me and an apology.

Business

Response:

May 12, 2014

Revdex.com ID#: 10015485

U-Haul Ref#: 555732

Thank you for your concern for our customers Mr. and Mrs. Newkirk.

Frank Grau, our President for our Fort Lauderdale regional office, followed up on the information Mr. Newkirk provided. Please be advised that the condo complex had the U-Haul truck Mr. Newkirk rented, towed/impounded. U-Haul did not have the truck towed or impounded. We did, however, retrieve the truck from impound and had to pay for the tow and impound fees in the amount of $620. When the truck was picked up we found there was no lock on the back. We placed a lock on the truck to secure their goods. Mr. Grau will contact Mr. Newkirk, if not already, to advise him to come and get their belongings with no charge. U-Haul will retain its right to pursue Mr. Newkirk for any and all due and outstanding amounts. Mr. Grau also followed up on the information Mr. Newkirk provided regarding U-Haul personnel to 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

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 unbelievably poor customer service while renting a Uhaul from this location. Along the span of 3 days, I was rented a Uhaul with a non-functioning check-engine light, the truck had a fuel leak (hence the reason I was given the truck with less than 8 miles of fuel in it), the roadside assistance truck came an hour after I was told he would arrive, I lost over $150 in fuel because of their faulty/non-inspected tank, and finally, my vehicle tow that I was guaranteed was rented out to someone else. When I arrived 2 days after I was supposed to be leaving town to get my vehicle transport, the woman working had NO knowledge of hooking it up, could provide me with NO instruction, and called a friend that was NOT employed by Uhaul or this rental location to attach the trailer and my car to it how he "thought" it was supposed to go.Desired Settlement: I would like a full refund plus some sort of fuel reimbursement from the leaking fuel tank, which was also a driving hazard.

Business

Response:

December 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Inland Northeast Regional Office located in Spokane, followed up on the information Mr. [redacted] provided. She informed our office the truck was in rental worthy condition when rented to Mr. [redacted]. The repair facility relayed that the fuel hose was cut and Mr. [redacted] did not experience an issue with the truck until he was close to his final destination. He was issued a refund for $75 as an adjustment in the interest of customer good faith along with a VIP Certificate for $50. 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

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: 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: 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 ordered a trailer hitch. They took $50.00 to reserve the installation apt. They failed to install components on either of my two apointments. Their phone support personel was condensending and just made things worse.

I want my $50 back since they have not and will not install my hitch. They took money with out rendering service.Desired Settlement: Refund my $50 to my credit card.

Business

Response:

June 18, 2013

Revdex.com ID# [redacted]

U-Haul Ref#[redacted]

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

Our records indicate a credit for $50 as requested, was issued back to Mr. [redacted];s [redacted] account on June 16th. The credit 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: 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: I placed an order for two of the UHaul U-boxes to transport my belongings from the Boston, MA area to AtlantaWhen I placed the order I was told that the transit time was daysMy things loaded on July 5, so I thought they would be here by July 13, Once my things were loaded and at the Uhaul location in MA, I was told that the transit time was daysWhen I called to enquire about an estimated delivery date, I was told that the transit time started when the materials left the originating Uhaul officeMy materials did not leave MA for nearly a week after loading.I have made phone calls to the MA Uhaul office, the local Uhaul here in the Atlanta area where my goods are to be delivered (Norcross), as well as to the national Uhaul officeEach person that I talk to has a different answer about when my goods will arrive but no one knows for sureThey claim that there is no tracking systemThey also said that they cant call the driver to find out where they areEven though I have in my possession a Bill of Lading with a deadline of July 17, one person said that my goods may not arrive until as late as July 25, which is TOTALLY UNACCEPTABLE!!This situation has caused a serious undue hardship on meI packed what I believed would be enough things for me to make it through the delivery timeI have now had to buy duplicates of several items because they are somewhere between here and MAI have lost income because I have blocked off work time for deliveries that did not happenI have had to upgrade my phone plan this month because I have spent so many minutes on the phone with UhaulIt is also no fun sleeping on the floor! Staff at this location will not answer/return my phone calls nor calls from Uhaul corporate
Product_Or_Service: Moving Services
Account_Number: Contract number [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)
As a priority, I would like my goods to be delivered ASAPI also feel that I should be reimbursed for missed income, items that I have had to purchase as a result, and for my aggravation
Business
Response:
July 23,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement
Ms[redacted], our Executive Assistant for the U-Haul Company of Central GA, followed up on the information Ms[redacted] providedShe informed our office she spoke to Ms[redacted] on July 22nd and informed her that her boxes had arrivedThe boxes were unloaded on July 23rd and Ms[redacted] issued them a refund for $due to the inconvenience they experiencedShe also emailed them the receipts for the transaction
Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 complaintFor your reference, details of the offer I reviewed appear below
Additional information has become available since this complaint was first filed and is detailed in the attached documentI have incurred over $1,in expenses due to the negligence of Uhaul staff and representatives
Additionally, my moving and storage contract should have my name alone on it[redacted] is the name of the worker from movinghelpers.com, Uhaul's affiliate, who originally loaded my goods into the Uhaul U-boxes in MassachusettsWhile his name may have appeared on paperwork related to rental of a trailer to transport the Uboxes from the store to my home, he is not at all involved in this dispute
Regards,
Business
Response:
July 31,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Ms[redacted] and Mr[redacted]
MrJohn Brick, our President for the U-Haul Company of Central GA, reviewed the information Ms[redacted] providedHe informed our office that Ms[redacted] originally agreed to the refund of $for the inconvenience she experiencedHe also feels the refund was a fair resolution and advised us that no further refund or adjustment will be issued
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
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,

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.

Review: On August 17th I went to Uhaul and got a truck to move into our home. I picked up my truck at 6:30pm. I had 2 storage spaces rented at the Uhaul facility as well. When I spoke to the person in charge, [redacted], he stated that they close at 7pm and we do not have 24hr access to the storage units. I explained to him that we are moving out of the facility because we found a house, so [redacted] told me he will give me 24hr access with our code so we can move out that night. At 8:03pm on the 17th we tried to leave the storage facility and our code did not work. We called the Uhaul customer service department they stated that they did not give us 24hr access and they will have to get ahold of the manager to get us out of the facility since we were locked in. After 45 minutes they got ahold of a manger who opened the gate. When the gate opened I made it out in my car and the Uhaul would not start and the gate closed again leaving the Uhaul and 2 cars of family members that was helping me moved locked inside the facility. I then had to call them back to see if they can reopen the gate so that the other cars could get out, one of the cars included my 7 month pregnant sister. After speaking with the alarm company again we waited to have them open the gate when they did the other cars came out of the gate. I asked her what should we do about the truck and the person, who I believe was named [redacted] said that I would need to call the road side assistance. When I called road side assistance and they appeared they stated that they needed the gate opened to get to the Uhaul to service it so we can get our belongings off the truck. When speaking with the alarm company she stated that she did not want to inconvenience the manager anymore about opening the gate. I explained to her that I understand that it is an inconvenience to call the manager however the truck is stuck behind the gate filled with our things and their roadside assistance was there to service the truck and we need the gate opened again. She then told me she is not going to bother them to open the gate. I then called the police to have them come to the facility and see what they could do. Officer [redacted] arrived to the scene and was dumbfounded that they would not open the gate. He then called Uhaul and they were a little hesitant to call the manager again however they finally did and they opened the gate. We finally made it out of the Uhaul facility after 3 hours of being stuck behind a gate with no water, bathroom or food. On the morning of August 18th we went to return the Uhaul and it would not start again we had to call roadside assistance. When we arrived at the Uhaul storage facility and spoke with [redacted], the same person who was suppose to give us 24hr access, he said that he could give us $20 off for our inconvenience. I explained to him that I wanted our whole truck rental compensated because this was the worst experience that I have ever had. He stated that I would have to speak to their General Manager [redacted],who was out of the office on that day. On her card it has her cell phone and I asked if I could call her cell phone because I did not feel we should pay the bill and he stated "no, she likes to relax on her day off so I wouldn't bother her". I explained I did not want to "bother" her but do to his negligence we were stuck behind a gate for 3 hours and the rental truck broke down twice and so far we have not even received 1 apology. [redacted] said that he will hold off on charging us the price for the rental truck and we can speak to [redacted] who would be at work on August 19th at 7am.Desired Settlement: I would like to not be billed for the rental of the Uhaul truck and also to have a percentage of this months rental space fee returned to me.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted] our [redacted] for the U-Haul Company of Northern MN, followed up on the information [redacted]provided. She informed our office [redacted]went into our U-Haul Center yesterday morning to discuss her concerns with our GM, [redacted]. She was refunded the rental rate as an adjustment for her inconvenience.

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,

U-Haul International

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,