J.R.J. Tara Corporation

Review: I rented a U-Haul Tow Dolley from Muncie, Indiana to Middletown, Ohio. While on the drive, the tow dolly's tire pop 2 blocks from where I picked my car up. I called the help line and U-haul sent a mechanic out. He informed us that "They should have checked the tire pressure upon renting the dolly. It took the repair service 2 hours to fix the dolly. I spent around $92 all I want is a refund. It took 1 1/2 hours to repair a bad tire that should have never been out on the road anyways. Ive call repeatedly it took 6 phone calls over the process of 2 weeks to get an unsatisfactory resolution from a customer service manager. When I expressed my problems with the product, time to fix the product, and the bad customer service experience. She insisted that if I don't want to use a $40 U-Haul credit give it to a friend. I was given the wrong phone number over the internet through the customer service chat agent. I was told someone would call me back in 2 to 3 days. I had to call back as they didn't. I was told by another agent she would call back in 15 minutes she was having computer problems she never called back. I was put on hold for 15 minutes to get hung up on. Called back put on hold for 10 more minutes to have customer service tell me that they closed my claim and they will reopen it and it will take 3 more days. This has been an awful experience. I just want a refund for the service. This is the worst customer service experience I have ever had. I have used U-Haul in the past, no trouble. Equipment was checked upon rental (by U-Haul) and again upon return ( by U-Haul). This was a time sensitive rental but added 2 hours to our ordeal.Desired Settlement: Desired Settlement: I simply ask for a refund deemed by the company which failed to properly inspect the defective equipment.

Business

Response:

November 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]r, our President for our Central Indiana regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to a woman that answered the phone and discussed their concerns in detail. The Tow Dolly Mr. [redacted] rented had been checked in from the previous rental and was in ready to rent condition. The tire vendor that was sent out to assist Mr. [redacted] found that the tire had a severe bent belt, which is either from a defect or impact. In this case, Mr. Reigelsperger relayed he believes the damage was done from impact such as hitting a pot hole since the tire had no punctures and became instantly deflated. He explained that the 1 ½ hour wait for service was not an unreasonable amount of time for the service provider to obtain a tire and travel to their location for the tire change. Mr. Reigelsperger also explained U-Haul could not police the road hazards so we do the next best thing, which is to provide roadside assistance when our customer has tire trouble on our equipment. He found no negligence on behalf of U-Haul.

As we value Mr. [redacted] as a customer, we sent him a $40 VIP Certificate on October 31st that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I don't want a $40 U-Haul credit. And before you assume you spoke to a woman maybe you should ask for a name. It was impossible that the tire hit a pot hole. After we put the car on the rental we drove 2 blocks in a residential area. There was no pot holes and the area barely had any curbs. We was able to drive 2 blocks. I'll admit now that customer service is not U-Hauls strong point. Keep the money, keep the credit (THAT I WILL NOT GIVE TO A FRIEND) as I was told to do by customer service. I'm sorry to say that I'm am very disappointed with the whole situation. The resolution will be I will find other businesses and will no longer recommend or use U-Haul again. Thanks everyone at the Revdex.com I wouldn't even have gotten a response if it wasn't for your service.

Regards,

Review: I called the day of the rental to reserve a Large pick up (advertised as $19.99) and a car tow dolly(quoted at $54.95)The person gave me a total quote of $84.

Upon arriving at U haul, we were greeted with,"And what is it You want??" I proceeded to give the customer service person my confirmation number and the person looked at us then the clock and said "He'll have to take care of you," and walked off. The next person came in and even with the confirmation number, stated they didn't have that equipment.

It took the person about 10 mins then we were rang up and AFTER I swiped my bank card 3 times the person tells us it's a total of $166. He printed out the paper work, highlighted it,and shows me what I was signing for. He did explain that the money will be held, but I understood it to mean that, when the property was returned, the money would be released.

Fast forward to loading up the car and we decide to eat. After waiting in a VERY long line we order and attempt to pay but my card is declined. I call the bank only to discover U haul had "held" $191!!So now I'm humiliated at the food place, completely broke and had to borrow money to refill the tank so I call U haul's 1800 number again.

The first customer service rep I spoke with had to be asked 7 times to please get me a manager she then placed me on hold without even saying a word. After 30 mins of waiting, I just hung up. So,I get to the rental return and I attempted to explain to the employees what had happened but they both began getting louder and louder. Finally I showed them thev the bank statement and just asked them to please just finish it. The employee rings it up and tells me it was gonna be an ADDITIONAL $166 for a total of $357!!Desired Settlement: I have called everyday or every other day,repeatedly emailed them but it seems that each consecutive representative either failed at their job or just didn't care. Until yesterday, after I called to see what if anything had been done. And nothing. About an hour later I received an email from "++++++" that was one line. Sorry for the inconvenience. Now, had U haul attempted that in the beginning, I might have accepted it as that but A MONTH later? No.

Business

Response:

April 10, 2012

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Little Rock regional office, followed up on the information Ms. [redacted] provided. He informed our office he researched the charges and found no error on the credit card report. He found no double charges applied. He assured our office he will follow up with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] spoke to Ms. [redacted], but when he was requesting statements to verify double charges, the call was disconnected. He tried calling back but did not receive an answer nor was he able to leave a message. Mr. [redacted] also never heard back from her. He is willing to work with Ms. [redacted] if she can provide proof of the overcharge.

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 apologize, but my phone died the day he attempted to cal and I was unable to re-connect with him. I will GLADLY send him any copies he needs HOWEVER, a month of calling, emailing, and then contacting The Revdex.com before I recieved a reply and that was basically to insinuate I made everything up.

Regards,

Business

Response:

April 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Little Rock regional office, reviewed the information Ms. [redacted] recently provided. He informed our office he has not been able to reach Ms. [redacted] by phone. However, she can reach Mr. [redacted] by email at [redacted] or by phone, toll free at ###-###-####, or direct at ###-###-####.

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 rented a storage unit from 5/30/2013 until 8/1/2013. I paid my June statement a few days late and was charged a $15 late fee. U-Haul sent me a letter with a "Special Offer" stating that the $15 late fee would be waived if I enrolled in auto-pay. I signed up for auto-pay and never received a reimbursement of the $15 late fee. I called customer service on 4 separate occasions, and visited U-Haul in person, to resolve the issue. Each time, the person I spoke with told me they would give my contact information and complaint to the manager, and that I should hear back "immediately." I never received any follow-up. The absence of customer response from U-Haul's Philadelphia managers is incomprehensible.Desired Settlement: I would like my $15 reimbursed.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up no the information Ms. [redacted]provided. She informed our office she spoke to Ms. [redacted]and offered her apology for the inconvenience she experienced and also advised her of a refund for the $15 late fee.

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 received a phone call from U-Haul informing me that $15 would be refunded to my credit card. The phone call took place on Sept. 11th at 8:40am. One week later, I have not seen a refund appear on my credit card.

Regards,

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, reviewed the information Ms. [redacted]provided. She informed our office she left a message for Ms. [redacted]to advise her she was sorry the check she issued on September 11th did not process correctly, but that she had issued a refund for the $15 fee back to her [redacted] account ending in 2011 today. The refund should post on her 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:

[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. The company has issued the requested refund of $15 and the transaction has been posted to my credit card account.

Regards,

Review: On September 13, 2013, I spoke with a Uhaul representative, [redacted] ([redacted]) regarding my Uhaul account. I relocated from Alabama to North Carolina and opted to use Uhaul for storing my household items. Because I had started a new job and need to change the date of my original contract from the 23rd of each month until the 30th of each month, I spoke with Mr. [redacted]. Mr. [redacted] assured me that my account would be charged on the 30th of each month beginning with September 30th. However, my account was charge today, September 23rd, which I was not expecting based on the conversation I had with Mr. [redacted].Desired Settlement: In addition to an apology letter, I would like to receive a credit for the monthly services. The unexpected charge resulted in a financial hardship, albeit temporary.

Business

Response:

September 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Northern AL regional office, followed up on the information Dr. [redacted] provided. Mr. [redacted] sent her an email offering his apology for the Call Center Agent not changing the due date for her storage unit. He waived all fees and her rent is paid through November 30, 2013.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: My detailed complaint is too long for this web-form. Briefly: U-Haul changed the time of U-box pick up so we couldn't see all of our possessions off safely; they said they'd call to arrange shipping and didn't; charged a erroneously late fee ($15) when they were supposed to charge my card themselves; our monthly storage fee was charged 2 days before we even received the box; incorrect drop-off and pick-up dates were written on our file and I can't tell whether they left all of our things sitting in our old parking lot unguarded over the long weekend or if they purposefully wrote the wrong dates down; the largest payment wouldn't go through and there was no warning this is a common occurence and I should pre-authorize payment; the est. time of delivery was described as being 'up to 12 business days' but it's actually from the dispatch date and not the date the box is taken from our property; the dispatch date was up to their discretion and they shipped it 13 days after pick-up; I couldn't track my shipment online as described and my Master Tracking No. was changed without any notice; I was charged a second erroneous late fee of $15 on July 29; our things didn't even arrive after the much longer amount of time (by July 30th); I called and asked 3 times for Scarborough to tell me when my things arrived and they never called; after submitting a bad review, someone finally tried to help and on Aug.2 they said our things were in Scarborough but no one bothered to call (I don't know when they really arrived); I sent a detailed complaint to 4 addresses and contacted the Twitter and Facebook and have been given the run-around; I was charged a third erroneous late fee on Aug 29 ($15) for a total of $45.00. The above doesn't detail everything. This process has caused me and my boyfriend a huge amount of stress and sleepness nights worrying about all of our worldly possessions. I ask that I be justly compensated for the continued mistakes (to this day) that I have suffered from using this service.Desired Settlement: I am requesting a full refund for the amount I have been charged so far for this service. My credit card bill is not up-to-date, so an exact amount cannot be given at this moment.

Business

Response:

September 12, 2012

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

Mr. Horace Martin, our President for the U-Haul Company of British Columbia, followed up on the information Ms. [redacted] provided. He informed our office his GM of our U-Haul Center contacted Ms. [redacted] and offered his apology for the inconvenience she experienced.

As we value Ms. [redacted] as a customer, Mr. Martin explained they sent him a VIP Certificate for $300 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted].

As my business with U-Haul is not yet complete (our things are still being stored in Scarborough and they need to be dropped off at a final location, the contents inspected, unpacked, and for the box to be taken away) it is possible more errors and poor service could occur, in which case, I will take further action.

Regards,

Review: When I initially rented the truck I was charged for the rental fee plus $0.99/ mile for 50 miles. The woman stated that if I went over the 50 miles I would be charged extra or if I went under 50 miles I would get a refund and that the truck had to be back by 8am. I rented the truck Friday and returned it Saturday morning around 6am. I parked the truck in there parking lot with the meter reading that I put 29 miles on it. Today I went in during business hours to get my refund. Not only are they refusing to refund me, they are charging me as if I put 80 miles on the truck.Desired Settlement: I would like to only be charged for the mileage I put on the truck which was 29 miles.

Business

Response:

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

Our records indicate a refund for $57.33 was issued back to Mr. [redacted]’s [redacted] account on October 28, 2014. 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

Review: My one-way truck rental with Uhaul included 1-month of free storage. However, I was assigned a certain drop-off location ([redacted]-CA) and Uhaul stated the free storage was at another location ([redacted], CA). I realized Uhaul made a "human error" since the logistics of such arrangement were practically unreal. (Where do I unload my items if I am to drop-off the truck only ? If I change drop-off locations and attempt to store items, will they refuse me or penalize me ?). Firstly, the drop-off location is sometimes optimized for Uhaul's convenience if they think it doesn't matter for the person moving. But a preference issue somehow became a mandated item (human-error) and they "finalized" an assigned drop-off location. Secondly, the assigned drop-off location included storage facilities (obvious by its name) and I only needed 4 days of storage. Whether I was able to claim my free storage or not, I only needed 4 days (which may pro-rate to one week). However to my dismay, they would not pro-rate to the week (although it was a Uhaul location) and the best they were offering was a half-month discount for the first month. This equates to two weeks (on my terms), and since I was growing weary of moving I simply decided to "bite-the-bullet" for two-weeks of storage. However, the agent over-administrated the simple request of short-term storage and charged an additional $20 "admin fee" (her words). So, I went from free storage .. to 4-days of paid storage .. to 1-week of paid-prorated storage .. to 2-weeks of paid-prorated storage .. to 2-weeks of paid-prorated storage plus "admin fee" (which is a contrast of $0 to $53.50). It became obvious I was overcharged for storage.Desired Settlement: My settlement terms to Uhaul are one of the three options, in order of preference: 1) Claim entitlement of free storage and be refunded $53.50; OR 2) Charged only one-week of storage and refunded $36.75; OR 3) Not charged "admin fee" and refunded $20.00.

Business

Response:

April 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted], I received notice of your concern from the Revdex.com of Phoenix, AZ. I want to attempt to clarify our program and resolve the concern regarding the free month of storage which UHaul offers. The free storage we advertise is only at UHaul-owned facilities, which near your destination is the facility in [redacted] that you mentioned. If you discussed storage at the dispatching location and they failed to explain this I apologize. At any time during your trip we could have changed your drop off location to [redacted] at no cost. We could have also made you a reservation there for storage and you could have still dropped of the truck at the [redacted] location. I do not show any records of you calling to review other options. We do not own or manage the storage business at [redacted], so I am unable to give input regarding the charges discussed and agreed upon with [redacted]. That being said, I will refund your credit card $36.75 to hopefully alleviate this situation some. I appreciate your feedback. Regards, [redacted] Marketing Company President UHaul of [redacted] ###-###-#### Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,

[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 the business to perform this action and, if it does, will consider this complaint resolved.I notified Uhaul by email that my debit and credit card accounts, which they have on record, are both valid to refund a charge. Otherwise, I can always be reached at: [redacted], [redacted], [redacted].

Regards,

Review: I reserved a u haul and paid for it in full. I confirmed the pick up location and time at 10am thursday 10/17/13 for pick up at 7am on 10/18/13. They called at 4pm the same day and changed the location and pick up time. This was not acceptable and when I called them back to express my displeasure and explain that this was an inconvenience that was not acceptable they cancelled my reservation without my permission and charged my credit card twice and treated me very poorly. I was told that I could not get any credits or even file a complaint until after I picked up the u haul. This sounds shady to me and was absolutely ridiculous.Desired Settlement: I want my money back. All of it. I did use the uhaul but only because they left me no other choice as I didnt have time to make other arrangements due to their negligence. And I want an apology for the shabby way I was treated.

Business

Response:

October 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]g, our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She advised our office she has made attempts to reach Ms. [redacted] at the three telephone numbers we have on file and was only able to leave a message on one of those numbers requesting a return call. Since she had not heard back, she sent an email explaining, other than the $50 VIP Certificate that was issued, no monetary reimbursement would be made.

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: This started back in November. My boyfriend needed a break control installed on his car. We came to a price and the car was dropped off the next day. Was suppose to be I believe just under 190. I also stated that I wanted them to show me how to use the break controller when the truck was done. The truck was dropped off at 10. By 4:30 they never called the pick up the truck. So I called and was like what is going on? The guy on the other end said um your truck has been done for hours and all the mechanics left. Get there my bill is now 250 for extra man time and no one was able to explain anything. There was like a cover missing off the bottom of the dashboard, no instructions and to boot they install the controller onto the DASHBOARD not under like it is suppose to be. When I went back the next day to get the paper work and what not. I was pretty much told tough st that is how they did it. Mind you the directions tell you how to install correctly. The truck is a lease. We will have to pay for damages. So we proceed to drive from NY to TN to get out trailer. Get there and guess what? It does not work!! Had to drive 800 miles with a trailer and no break control. Got home and my boyfriend takes it back. After 2 or 3 hours they figured out they hooked up all the wires backward! Mind you my boyfriend was there the whole time working on the truck with them! You would think they would at least give us back a couple dollars for the extra man time. Shouldn't of had to pay that because they didn't know what they were doing. So a couple months later the truck needs an oil change. Go to pop the hood and the wires are across the hood release! Pretty much if you pop the hood good chance that you will pop all the wires for the break control. Oh we can provide pictures as well! I contacted u-haul and after two months I have not heard back. So I emailed them and they proceed to tell me my husband went down and spoke with them. Um no he did not?! Someone at the placed lied or the lady I contacted is lying!Desired Settlement: What we want, is the trucks dashboard fixed to the dealers specifications so we don't have to pay for damages when we return the truck and the break controller installed correctly!!!!!

Business

Response:

April 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his apology for any mishaps that happened at our West Babylon U-Haul Center and assured her he will follow up on the situation to help prevent it from happening again. Mr. [redacted] explained the brake controller was fixed and the dash board had to be mounted for it to work correctly.

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.

Regards,

No, the response is bull. One the break controller is suppose to be installed under the dashboard and not on my dashboard. Per their own instruction booklet. To boot the break controller wires are COVERING my HOOD RELEASE which was noticed a couple months after the break controller was fixed. No one contacted us to correct the problem while lied to who ever that my husband went and spoke with the guy about it after we noticed the wires over the hood release. Which he did not! Adding pictures to this. To prove they install the controller wrong! There is plenty on room on the bottom of the dashboard. Since people at uhaul have no clue how to do their job I am also including a photo of a car done correctly. They messed up. Plain and simple.

Business

Response:

April 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office, reviewed the information Ms. [redacted] provided. He assured our office the mechanic that installed the brake controller is excellent at what he does and he installed the brake controller the best way he could. Mr. [redacted] would like to speak to both Ms. [redacted] and her boyfriend to discuss the situation. He relayed that her boyfriend was happy with the installation, therefore, he’d like to personally address the issue with them. Mr. [redacted] left a message and hopes to hear back from them soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Storage Unit Contents Auctioned Without Sufficient Prior Notification Of Intent. I rented my storage unit in July 2012. Between August 2012 and March 2013 I received regular mail, phone messages, and emails from UHAUL whenever they needed to reach me. At the end of June (2013) I received a letter that was read to me over the phone because I was travelling that stated I had an unpaid balance of significantly higher than my monthly rent. It included late charges and fees so I wondered why nobody contacted me before it got way out of hand they had previously been communicating if I had a late payment by writing letters and calling. To cut a long story short, I got an email on October second stating my belongings were to be auctioned in a couple of days. I called the specific location and a sales associate told me to call the manager the next day (3rd) to make payment arrangements to stop the auction which was to take place on the 4th. At my request, he made a notation on my account. I called at the pre-arranged date and time, the manager was unavailable but another store associate informs me that my belongings had just been auctioned that very morning at 9 am (on the 3rd not the 4th), and the new owner had already left with everything.While I am still in shock she IM's the manager who tells her a certified letter was delivered and signed for at my new residence several days ago. When I ask for the name of the person who signed for it, she told me I had to get on a flight, fly across the country because she couldn't give me the name over the phone. I then talked to her regional manager who told me she could tell me the name. She opens my file and informs me that she has my auction paperwork, and the letter, unopened, unsigned, and stamped un-deliverable. The address they sent it to... my former address that I left in July 2012. I am currently seeking legal advice because this is a case of wrongful lien sales. I was given inaccurate and misleading information.Desired Settlement: Restitution in full, I will be exploring my options with my attorney and the Revdex.com.I have previously lost all my belongings in a hurricane, an act of nature / God I can handle. This is particularly difficult because I am pretty sure that UHAUL has been less than forthright with me.

Business

Response:

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

[redacted], our Executive Assistant for our Northern Virginia regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s storage unit was advertised for auction in accordance with company policy and the state laws. Proper documentation and notification was done. On October 3, 2013 an auction was conducted, however, Ms. [redacted]’s unit was not touched or removed from the property. On October 4th our GM of our U-Haul Center returned a phone call to Ms. [redacted] and advised her of the above. Ms. [redacted] stated she will have a friend pay her outstanding bill. We received a call from [redacted] who made a credit card payment for the storage unit. The name on the credit card was [redacted]. The outstanding balance for seven months plus fees were paid and the account was current. Ms. [redacted] was made aware on several occasions that it was her responsibility to keep her account updated, including payments and contact information. She was provided with free online service that allows her to maintain this information. When the room was prepared for auction, her lock had been removed from her room and replaced by a U-Haul lock. That lock has since been replaced and her room secured with a new lock and the keys were sent by FedEx to the California address she provided. On October 8th we received a signed receipt for proof of delivery, which was uploaded into her storage account. On October 7th Ms. [redacted] was sent an email requesting her to go online and update all of her contact information.

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 June 26,2013 I made reservations to rent a truck and was guaranteed of this truck or that U-Haul would pay $50.00, well they switched the location of the pick-up then they would not have the truck at the desired time, so when I told the [redacted] location about the $50.00 they told me that it was the [redacted] U-Haul that would have to pay but they blamed each other, so I made reservations at another U-Haul location and they failed me to but they credited me $50.00 for there mess up, but not [redacted].Desired Settlement: $50.00 credit for failed guaranteed.

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our East Los Angeles regional office, followed up on the information Mr. [redacted] provided. She informed our office another credit for $50 was issued back to Mr. [redacted]’s Master Card account on September 23rd 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

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,

just one concern the credit card that is suppose to be credited has the same number but no longer under [redacted] but under [redacted], will that make a difference?

Review: Did not have access to move out of my storage unit (elevator out of service 4 days);spoke with manager ** who said I would receive July free. I received an email that I was late on July payment;went to office and verified with staff to disregard it(7/9). A few days later received a late notice in the mail; once again went to the office physically to verify that I would not be charged; spoke with [redacted] (7/12). Tried to enter my storage unit (7/12), card to the access door was deactivated. Returned to the office and was told to access my unit when the office was open. Not the service I had previously paid for; paid extra for extended access. Returned (7/13)and expressed frustration over situation reassured that this would just be until I moved out of the unit; given access code. Returned on 7/26 to a lock on my storage unit and requested it be removed and was asked "Are you moving out?" explained situation again. Moved out 7/29 and continuing to receive late notices and also a lien notice with my unit being auctioned at public sale (8/7; called customer service 2x (7/27& 8/6) Desired Settlement: Was told I would be emailed a voucher for future services $150 by [redacted] in customer service on 7/27 (have not received and let them know on 8/6); also want them to honor the month free

Business

Response:

August 23, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email in response offering her apology for the inconvenience she experienced with her storage rental. She explained they were working on the issue with the third floor and hopes to have repairs completed soon. She did verify Ms. [redacted] was not charged for July as our GM of our U-Haul Moving and Storage at South Havana promised. Ms. [redacted] also spoke to our GM to have the storage account corrected to prevent any further letters. Ms. [redacted] advised Ms. [redacted] she was sending her another VIP Certificate for $150 since she did not receive the original one that was issued. Ms. [redacted] included her telephone number in case Ms. [redacted] wished to speak to her or had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a Auto Transport from Uhaul's [redacted] location. However they would not let me leave with the trailer because the lights did not work on it. At that time they had already charged my debit card, and they assured me that I would be refunded. This was on may 24th, 2014. Now 3 months later, I have spoken with the manager there with no luck, and I have called the corporate office only to be hung up on 5 times.Desired Settlement: I just want to be refunded my money

Business

Response:

August 22, 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 Lower Hudson Valley, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted] I apologize for the delay in you getting your refund. I have issued the refund today of 67.56 and will be credited to the card used on the reservation. The credit will be applied in 3-5 business days. If you need any further assitants please feel free to contact me. Thank you [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: This company are fraudulent, I rented a Uhal from them on Sunday March 1 2014, They told me that I will pay $ 1 dollar and 99 cents per mile and $29.99 to rent the truck. They took my credit card for hold till afternoon when I get back the truck. Calculating the miles and the total it came up to $88.00 dollars . I filed the truck with gas and I paid with my credit card and I figured out everything will be ok. The guy that helped us supposed to email me on Monday March 2 so I know how much I am getting charged and to have a receipt. He told me is is closing at 3 and if I get there after that to leave the key in the box and park the truck across the street. That is exactly what I did . Never heard from the guy I tried to call each day for 3 days and the forth day finally someone pick up and its a different guy telling me the other guys is not there and what do I want. I called him and told him he charged me extra money that what I supposed to be charged and I want to know why. He was very rude cursed me out and told me that is what I get charged and he is not giving me any receipt and to stop calling him. So this people charged me 58 dollars extra on Sunday and 88 on Monday. The 88 is the right amount the 58 I SHOULD NOT BE CHARGED and plus I dont even know for what. I told him to return my money back on my credit card and to give me a receipt but no way he hang up on me and cursed me out. Please help me get my money back, this people are criminals and liesDesired Settlement: I just want to be charged for what I should have been charged based on the statement of $ 29.00 to rent and .$ 1.99 for the miles which totals of $ 88.00 dollars the other $58 Dollars they need to returned to my credit card account. I am also contacting my credit card company to see what can they do in this case. They are rude , unprofessional and plus they are tiffs. They think if a person looks European does not know the law in US. They have to return my $ 59.00 dollars back to my credit card

Business

Response:

March 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Brooklyn Queens Staten Island regional office, followed up on the information Mr. [redacted] provided and advised our office he had offered his apology for any mis-communication. He also issued a refund for $48.61 as an adjustment on the rental. The refund was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

I WANT TO TELL YOU ABOUT MY RECENT EXPERIENCE WITH U-HAUL. I HAVE ALWAYS USED THEM FOR MY FAMILY'S MOVE, AND NEVER HAD ANY PROBLEMS WITH THEM UNTIL THIS WEEK. WE WERE GOING TO BE HELPING MY MOTHER IN LAW WITH A MOVE FROM HER CURRENT TOWNHOME, TO A SENIOR'S APARTMENT COMPLEX ACROSS TOWN, AND THEN WE WERE ASKED TO ALSO HELP MOVE HER COUSIN, WHICH WOULD BE NO PROB. WELL LAST FRIDAY, JULY 26TH, I WENT TO U-HAUL'S WEBSITE AND RESERVED A 26 FOOT TRUCK, 1 APPLIANCE DOLLY, 2 FURNITURE DOLLIES, AND 2 PACKS OF FURNITURE PADS. WAS ESTIMATED AT ABOUT $75 FOR ALL THAT PLUS 59 CENTS PER MILE. AND WE PLACED THAT ORDER TO BE AT A LOCATION NEAR US, ON ASH STREET. SO ON SATURDAY, I GET A VOICEMAIL AND TEXT MESSAGE OF IT SAYING A 20 FOOT TRUCK WAS RESERVED. I WAS LIKE THAT IS NOT GOING TO WORK. SO I CALLED THEIR LOCAL HEADQUARTERS UP IN RALEIGH, AND TALKED TO A LADY WHO OFFERED TO ADD THE LARGEST TRAILER FREE OF CHARGE TO MAKE UP FOR THE CHANGE IN TRUCKS. WE AGREED TO THIS. NO OTHER CHANGES WERE TO HAVE BEEN MADE, OR SO WE THOUGHT. WE WERE SET TO PICK UP THE EQUIPMENT ON MONDAY, JULY 29TH, AT THE ASH STREET LOCATION. ON MONDAY WE WENT TO GET IT, AND NOTHING WAS RIGHT!! IT WAS NOT EVEN AT THE RIGHT LOCATION!!! THEY ONLY HAD THE 20 FOOT TRUCK, AND NONE OF THE EXTRA EQUIPMENT OR THE TRAILER!! AND ON TOP OF THAT, THEY WANTED THE TRUCK BACK BY 8PM THAT NIGHT, EVEN THOUGH WE RESERVED IT FOR A FULL 24 HOURS!! WE WERE FURIOUS!! SO WE CAME HOME TO FIGURE OUT WHAT WE WERE GOING TO HAVE TO DO. AND IN THE MEANTIME I WAS AT WORK DURING ALL THIS!! MY HUSBAND WAS DEALING WITH THIS CRAP!! WHEN HE TOLD ME, I HAD TO LEAVE WORK EARLY, WHICH COST ME A LOT OF MONEY. I CALLED THE RALEIGH OFFICE AGAIN, AND RAISED SOME HELL! I WAS FURIOUS ABOUT THIS, AND THE FACT THAT THEY COST US TIME AND MONEY DID NOT HELP THAT MATTER. WELL WE WERE ABLE TO GET A TRUCK FOR TUESDAY, JULY 30TH, AND IT WAS THE 20 FOOT. WE GOT CALLED OFF THE COUSIN'S MOVE DUE TO ALL THIS BT THAT HAPPENED! SO ON TUESDAY WE WERE SUPPOSE TO BE GETTING THE 20 FOOT TRUCK, 2 PACKS OF FURNITURE PADS, 2 FURNITURE DOLLIES, AND 1 APPLIANCE DOLLY. WELL ON TUESDAY MORNING WHEN MY HUSBAND AND BROTHER IN LAW WENT TO GET THIS, THEY DIDN'T EVEN HAVE THE FURNITURE DOLLIES AT ALL!! AND ON TOP OF THAT, THEY OVERCHARGED MY CREDIT CARD. THE CONTRACT SAID $87.33..MY CREDIT CARD WAS CHARGED $100.34!! SO DUE TO THEM NOT HAVING THE FURNITURE DOLLIES, WE SPENT LIKE AN HOUR OR SO CHASING DOWN SOME. AND WE ONLY FOUND 1 AVAILABLE, SO MORE MONEY WAS SPENT JUST TO RESERVE THAT FOR A DAY!! SO BY THE TIME WE GOT THAT FURNITURE DOLLY, IT WAS AFTER 10:30AM, AND MY HUSBAND AND I HADN'T HAD ANYTHING TO EAT YET. SO WE GOT SOMETHING TO EAT FOR US AND THE KIDS, AND ATE ON THE WAY TO MY MOTHER IN LAW'S TOWNHOUSE. ONCE WE GOT THERE, WE STARTED THIS CIRCUS OF A MOVE. I WILL SAY THIS, NEVER AGAIN WILL I USE U-HAUL!! AFTER THEY DID ALL THIS TO US, AND ON TOP OF THAT, THEY SCREWED AROUND WITH THE COUSIN TOO!! OVERCHARGED HER, AND COST HER EVEN MORE MONEY. DO ME A FAVOR, FACEBOOK FRIENDS AND FAMILY, SHARE THIS ACROSS THE COUNTRY!! I WANT THE WORLD TO KNOW HOW FURIOUS I AM, AND HOW I WILL NEVER USE U-HAUL EVER AGAIN!! I WANT U-HAUL TO SEE THAT SCREWING WITH ONE FAMILY IS GOING TO HURT THEIR BUSINESS!! I AM SHARING THIS ON EVERY ACCOUNT I HAVE, POSTING ON THEIR WEBSITE, ON TWITTER, AND ON THE Revdex.com WEBSITE!! THEY SCREWED WITH THE WRONG FAMILY!!!

Review: I have attempted to set up a auto pay with this location since the first month and it never seems to work. I have been billed for "pre lien" penalties twice. I have made numerous attempts to contact the location via phone about this [redacted]er, and over three months ago the manager did call me back and say he would resolve the [redacted]er and call me back. I have never received a call from him. The national number informed me that it would require the manager to call me, and they have not been able to contact him on the numerous times I have tried.Desired Settlement: As was promised I would like all the penalty amount removed from my account or credited to the account. And would like a paper form establish the auto pay, as my trust in this company to keep their word is non existent. At this point I want all the communications to be resolved via paper and mail, NOT via phone. I want records at this point not promises of a return phone call.

Business

Response:

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at National Rd., followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted], issued a credit to his storage account and set up the account on autopay.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I spoke with the GM of the U-Haul location and was advised that only a portion of the fees had been reversed. I advised him that I had already paid numerous fees and would like those reversed as well. He informed me that he would get an answer on those fees and return a call in 24 hours. Once again it has been days and I have not seen any changes to the balance, nor have I received a return call as promised.

As of Feb 24, 2014 I have still NOT been able to set up the auto pay, as he was to call back to set that up as well.

I would like the fees reversed and a WRITTEN CONFIRMATION, and as in the original complaint "no further promises of phone calls".

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,

Business

Response:

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at National Rd., reviewed the information Mr. [redacted] recently provided and explained he waived all fees and added an additional credit to his storage account. He has attempted multiple times to get auto pay set up and has left messages and his cell phone number for Mr. [redacted] but has not received a call back. He did offer his apology in the message he left recently for failing to call him on the previous Friday as promised.

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 [redacted]er to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

I went through Uhaul Truck Rental to rent a moving truck. I scheduled one to be picked up at a location close to my house at 8 AM on a Saturday. My husband and I went to pick it up and when we got there, it wasn't even a Uhaul store. We called customer service and were told they changed our reservation to a new location 30 minutes away for 4:30 in the afternoon and that they'd sent an email confirmation stating the change. We never received any confirmation about the change. After talking to multiple people, being put on hold (we were even put through to another customer who was "on hold"), we finally just cancelled our reservation. I emailed customer service and complained about their service, they emailed me back and said someone from management would call me back in 3 business days, that was 6 business days ago. I would not recommend going through Uhaul for renting a moving truck!

Review: I made a reservation of a u-haul at Davis office, located at [redacted]. I cannot choose time to pick up and return. I thought it was 24 hours, but they gave me only 4 hours, 9:15-1:15PM. I went to the office at 12PM, and wanted to know whether I could cancel it. They were angry at me and yelled at me, saying charge me $50 fee even I have not seen the vehicle, which is a universal rule at U-Haul.Desired Settlement: Apologize and refund

Business

Response:

August 5, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted]r, our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

I have received your concern via the Revdex.com in Arizona. I have credited your VISA card ending in 9881 with $50.00. You should see that back on the card in 3 to 5 business days. We did send you a text message on 8/2 at 12:32 p.m confirming the pickup time and location as well as an email confirmation. I'm sorry this wasn't enough time for your move. Again, I have issued the credit today.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from this U-haul location. I noticed in the back of the truck there was a utility dolly and a bag of blankets that were zip tied to the inside of the truck, and it said if you need to use these items just break the zip tie. I did not ask for these items and they were actually in the way for my move. But even so, I did NOT break the zip ties and I did NOT use the items. After returning the truck, I looked at the receipt that they emailed me, and I noticed some charges totaling $10 so I called and asked about this and the girl tells me that I was charged for the dolly and blankets. I say I didn't ask for them or use them or break the seals. She says the guy that checked me out will call me back in a few minutes, but he never does. The next day, I call again and end up speaking to the man named [redacted] that checked me out. He proceeds to tell me that if he charged me for these items, it is because the zip ties were broken, which they were not. I tell him that not only did I not ask for these items, but I also DID NOT break the zip ties. He calls me a liar and says he has already spoken to his manager and the charges will stand. I then proceed to tell him that they WILL be refunding this money and I am going to file a complaint with the Revdex.com. I also say I want to speak to his manager, to which he replies, she is not available...I say I will hold for her...a few minutes later he comes back to say they will refund my money, and I say of course you are! I feel like this is a VERY SHADY BUSINESS PRACTICE, and if U-haul is doing this on a regular basis and are hoping that the person won't notice the extra charges, then U-Haul could be making millions of dollars a year scamming people in this same way. I would love to see something done about this and I hope the Revdex.com can help.

Product_Or_Service: Truck Rental

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

I would like for u-haul to be held responsible for it's unsavory, shady practices.

Business

Response:

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

[redacted], our Executive Assistant for our Central Georgia Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and offered her apology for the lack of customer service he received and confirmed he had received the $10 refund.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: Hello,I made an appointment on 7/13 to have a hitch installed at Uhaul in Edison. My appointment was for 10 AM on Sunday, 7/14. On Saturday, 7/13, I received a phone call asking if I can change my appointment to 1 PM. I returned the phone call but since the local store did not pick up I was transferred to the call center. I explained to the call center that 1 PM did not work and to have the Edison center call me back. I never received a return phone call. On Sunday morning, I tried calling again. They said they saw my appointment for 1 PM. They said if this time does not work I could pick up the hitch at the Edison store and drive it to the Old Bridge store for installation. This also did not work so I kept the 1:00 appointment. When I showed up at 1, I had to wait 45 minutes until the clerk started working on my car. After waiting around for another 2 hours, the clerk told me that the hitch could not work on my car because the one they were selling me was missing the nuts to bolt it on to the car and the manager had him searching other hitches for similar nuts and bolts. He said he searched but could not find anything that would work. I called Uhaul customer service several times to complain and just got more frustrated because they could not find any managers on duty. After hours (literally hours) on the phone and 3 hours waiting to install a hitch I have nothing except $50 Uhaul bucks to use on my next purchase.Desired Settlement: I would like a hitch installed free of charge on my car by Tuesday.

Business

Response:

July 23, 2012

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

Mr. Sergio Portocarrero, our GM of our U-Haul Moving and Storage of Edison, followed up on the information Ms. [redacted] provided. He informed our office he discounted the hitch by $42.50 when Ms. [redacted] had the hitch installed on her vehicle on July 18th.

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