J.R.J. Tara Corporation

I rent a u-hual at 02/15/2012 1:52pm and used for about 2hours before I returned. My total mile usage is 18miles which is shown in U-hual's record. However ,the scanned contract from U-haul shows that I used for 1d23h. What's more ridiculous is that my rented truck got a parking ticket which is 50miles away from where I rent it. And U-hual is asking me to pay for it plus extra handling fees. Worst experience ever!

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!

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!!!

Wow - is it possible for uHaul's customer service to get worse? Booked in Stayner, got a confirmation to pick it up in Barrie (umm - that's... close?) - for the wrong day (no big deal, right... moving day can be... whenever)... the person who called to confirm got irritated and hung up on my girlfriend, after telling her that the booked day and pick-up location was her fault (despite us having a booking confirmation). I called to try to sort it out - and was also hung up on. We went to Barrie to pick up the truck (on the day we actually booked) - and we were told that we would be given extra mileage and could drop it off whenever we were done, because of all of the mixups and inconvenience of the pick-up location. Despite this - ultimately charged for extra mileage, an extra day of insurance, an extra day of rental... even an extra day of blankets rental. The truck also died on us once on a major highway. Absolutely terrible experience.

U-Haul customer service is poor. It's all about the run around. First, I purchased a hitch on-line and chose an installation date. I received a call and was asked to change my installation date. I agreed to change it. I dropped my Jeep off at the location and received a call several hours later stating the hitch had not come in. I was really annoyed. I had to call to check on the status of the hitch because no one called me. I finally went elsewhere for a hitch. I received a call four days later that the hitch had come in. I rented a trailer to move from New York to Oregon. I opened the trailer after driving nine hundred miles, and it appeared that the door did not seal tight because everything near the door was wet and dirty. U-Haul keeps giving me the run around. It took the manager of the store where I rented the trailer five days to return my call. Customer service says file an insurance claim. The insurance company is an entirely different nightmare. I filed a complaint with U-Haul three weeks ago and nothing has been done. I will never use U-Haul again.

This company is horrible!!! I used them last year and thought this time it might be a little better. WRONG!!! I called the location I scheduled for pick up twice before the actual day and was told my truck would be there. The night before I get an email stating I had to drive 20 miles out of my way to a place I never heard of to pick my truck up. Not only was I inconvenienced but so were the people helping me. I was basically told by Uhaul tough [redacted] and made out to sound like a liar. Their customer service needs training big time!!! I have blasted Uhaul and their employees all over social media. Stay away from them!! I will file a complaint with the Revdex.com and will find many more that will also!

On Wednesday June 13, 2014 I visited the U-haul store at [redacted]. I told the manager that I wanted to rent at least a 17' truck. I asked to test-drive a truck because I had never driven a large vehicle. He was skeptical, but after explaining that I would definitely rent a truck, that I hadn't yet decided if it would be 17' or 20' he let me test drive a 17 foot truck. On that day at the U-haul store my visit was interrupted by a man named [redacted], a mover, who said he worked with Uhaul and offered to make me a moving deal. He visited my apartment to see what I had to move before stating a price. While at the U-haul store I told him that I did not have much money and that he may be wasting his time. He tried to sell me a full move from Cleveland to Cincinnati stating that he and his man would take the Greyhound bus back. I couldn't afford his price and said no. He renegotiated and said he would pack the truck for 200.00. I decided against working with [redacted], but he can verify that I was at the U-haul store on the date mentioned. On Thursday June 18, 2014 I returned to the U-haul store to make a reservation for a truck. The attendant told me that the only size truck that they had left for one-way use was a 14 foot truck. He checked the computer and said it could be weeks or months before they could get another 17 foot one-way truck. They assured me that it would work especially since I didn't have any large appliances. I made the reservation for the next day. On June 19, 2014 I went to pick up the truck. I looked at the truck and knew it would not hold all my things. Again I was assured that it would work, "If you pack it right." I decided to rent the truck. The move was set and if I had to leave a few things behind it would be ok. Now in determining where I should park my car overnight (because I would leave my car there and returned the next day to have it loaded on a tow dolly) the manager told his worker to move some vehicles around in the parking lot, mentioning a 17' one-way use truck that was parked next to a door that no one uses so I know for a fact that there was a 17' truck on the premises. I assumed that it was spoken for so I didn't comment. My son and I worked on packing the truck all day on the 19th and half of the day on the 20th. With just the two of us, no matter how we tried we would not be able to "pack it right." I received a call from U-haul wondering if I still needed the tow dolly for the car. I explained the problems we were having packing the truck and asked about our options. The representative I was talking to couldn't help but offered to transfer me to the store on 55th. I told her I would call them later after I thought about how to make it work. I called the store and they suggested that I use the truck to make two trips and pay 79 cents per mile. I did not have the money to do that. I thought about the situation and talked it over with my son. We were tired and in pain, but there was no choice left to us but to unpack the truck and return it. During unpacking, [redacted] from the U-haul store left a voice message that they now had a 17' truck that I could use. Later, I received another call asking me to return the truck by 6:00 pm. My son and I worked as hard as we could to unpack. When it neared 6:00 pm we emptied the truck leaving our furniture on the sidewalk outside the apartment in the rain. I returned the truck minutes after 6.

This last weekend I rented a 10' truck from Uhaul to move some furniture into storage. The truck was advertised for $19.95 per day. This is a total scam. The truck actually cost me $161.02 after all of the other charges were included for mileage and something they call safe move ($28.00)plus taxes. Businesses should not be allowed to publish such erroneous pricing. It is false advertising. I will never rent from Uhaul again.

Review: Worst customer service EVER!! On Monday 6/18/12 I went to pick up the 17' truck on the day of the move. I was told that they didn't have a 17' so they would upgrade me to a 20' for no additional charge. I was also told that the total would be $80. which I thought was low, but went with it. My reservation page had said $131. I told the guy that I would be returning the truck to a location in Geneva just as stated on my reservation page. I guess he screwed up and put down in town use. Come to find out U-Haul charged my account $354!!....for not returning the truck to the same town as I picked it up in. Customer service says they will refund me the difference, but they have to charge me for a 20' truck, not the 17' which they didn't have when I went to pick up. I talked to the regional office and he says it doesn't say in the paperwork that they didn't have a 17' truck available and so I was supposed to get a truck from another location 1 hour further from me in Marengo northwest in Rockford! WHAAAAAT! Why in the world would I do that! Doesn't make any sence and they will not take care of the problem. I got a call from uhaul in Rockford and they left a voicemail asking me to confirm my reservation. I never had a reservation in Rockford so I ignored it thinking it was some kind of mixup on their end because I already had a reservation at Tilfords in Garden Prairie and they told me on Saturday that they will have a truck there for me on Monday. The man I spoke to on the phone today was cocky and rude. He told me that he will put in the paperwork that I refused his offer and will transfer it over to the other district if I was not satisfied, but chances are that they will not do anything for me and I will get no refund at all! He also stated that the place that I picked up the truck from had no right telling me that the 20' truck will be the same price as the 17' since they didn't have it in stock. They did tell me that it would be the same price as the 17' wasn't in.Desired Settlement: My reservation page said the total for the 17' truck would be $131. The place that I picked up the truck from cancelled my reservation and made a mistake in putting down in town use as I told them I would be returning the truck to Geneva, IL. He also said that the 17 wasn't there so he would upgrade me to a 20' for the same price. I was charged $354! I want a full refund for the difference which would be $223.

Business

Response:

June 29, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northwest Chicago Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for the cancellation fee along with the difference in rates for a total refund of $223.60.

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

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: 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: Unauthorized use by the general manager of my credit card to pay for someone else's storage unit. \par My friend rented a storage unit at this location. My name was never listed on the unit. He did not have a job at the time so I paid for his rental unit with my credit card for serveral months. However, he moved out of his unit so I called this location about two weeks ago and asked them to remove my credit card from their system, which they said they did. I noticed three days ago that there is a $230.95 charge pending on my credit card. I called this location and spoke to Doug and Crystal (I think). They both told me it was a mistake, that the account was never set up for auto pay and they are not sure why I was charged. They told me the general manager, Jesse Sedillo, would call me back so that he could reverse the charge. He did not. Instead, Crystal called me back and I asked to speak to the general manager. He refused to speak to me and told Crystal to tell me that I would only get my money back if my friend went and cleaned his unit. I told her to tell him that is illegal and that he was stealing from me. He told her to tell me to dispute it with my bank, which I am doing today. I have never been treated so poorly by a business, especially by a general manager. I will neve use their services again.Desired Settlement: A refund of $230.95 and a writen apology from the general manager

Business

Response:

November 14, 2012

Thank you for forwarding [redacted] concerns to our office.

Ms. Michelle Gomez, our Executive Assistant for the U-Haul Company of Austin, followed up on the information [redacted] provided with our U-Haul location involved She she sent [redacted] an email advising him of the refund as requested.

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 [redacted] This complaint has been resolved.

Regards,

Review: To start of there is several problems with my situation. I had a hitch put on my 2010 Grand Caravan at the Alsip Illinois location. At first it seem like everything was good, but then the manager came out and gave me a different price then I was quoted. He charge me 10 dollars more and when I told him that I wanted to call someone first he said there was nothing he could do and nobody would have given me a different price. So I told him then let me call cos if not then I'll have you take the picture off. He's been snatched my keys and then started to head for the door in said fine I'll take it off then. So I told him I would pay the additional money and I would call corporate and find out. So then my car started making a really loud rattling noise as if it was a junker. I went back in and the manager said that is normal. So I called and made a complaint and I was told I would be called by corporate. So I went back in and ask him to take the hitch off and give me my money back because that will know I suppose way too loud. So he had his other mechanic look at it and reinstall it. I don't talk to that mechanic when he was done and he said the manager installed it so first of all he lie to me and how many other customers is he lying to on top of over charging me for a product that I was told to different price. Then I never received a call from corporate like I was told I would on my trouble ticket. I sent an email and made several calls to try to find out what was going on with my refund of the different price and find out what was going to happen with the bad customer service an additional our I had to spend their so that the mechanic could uninstall it and reinstall it properly. This was horrible customer service and dripping off of a customer. As a former manager I don't know how the managers are trained at u-haul but if they're all like this then u-haul should be out of business.Desired Settlement: I would first of all like my additional 10 dollars I was overcharged back. On top of that I would like an explanation to know why the manager was so rude and told me that is normal when it was his mistake and how he installed it. I am lucky I opted out of having the electrical put in because that could cause major mechanical issues since you didn't know how to install a couple bolts right. I would also like just a response in general sense corporate can't get back to me on my trouble ticket.

Business

Response:

November 19, 2012

Thank you for your concern for our customer [redacted]

Ms. Shari Lott, our Executive Assistant for the U-Haul Company of Chicago S. and SW Suburbs, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and offered her apology for the inconvenience he experienced. She also advised him of the refund for $10 she issued him.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [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 husband rented a trailer with the one of the UHAUL companany on a Friday with the promise that it would be there on the following Monday when he needed it. On Saturday, someone from the company called and left a message to call them. He returned the phone call and no one that answered knew why the call was made. Sunday night someone called again and said that the was not going to be a trailer available and that someone had double booked it and he would have to go to another UHAUL to get it. Obviously he was up because he needed it for a work job the next morning early. Whoever he talked to that night (Sunday) assured him that someone from that building would go get one from another UHAUL and it would be there in the morning. Monday morning he gets there, of course it is not there and the manager was extremely rude. He ended up having to go to the other UHAUL business to get another trailer. I called and reported it to the UHAUL customer service. Manager was told to settle own dispute, she called and talked to myself. I explained the situation--she boldfaced lied about what happened and ending up ending the conversation abruptly. I have made numerous attempts to contract district managers. Always leave messages with someone and no one has returned my phone call. I am tired of their blantant ignoring of my calls.Desired Settlement: I have the original bill and per there policy, there should have been a $50 reinbursement for their mistake on the missing equipment. At the very least...that it what I am expecting PER THEIR POLICY!

Business

Response:

November 19, 2012

Thank you for your concern for our customers [redacted]

Mr. Bill Rains, our President for the U-Haul Company of Central MI, followed up on the information [redacted] provided. The issue has been addressed on more than one occasion. It was reported back to our office that [redacted] has repeatedly made vulgar comments and threats to our GM, both at the time of rental and during our attempts to resolve their concerns. In an effort to bring closure, Mr. Rains asked me to relay that he did issue the $50 Reservation Guarantee Fee as requested back to their Visa account. The credit should post on their next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I am highly offended that MY name was used by the business in which they said that I used VULGER language. First of all, I was not there at the building when my husband picked up or should I say was SUPPOSE to pick up his equipment. He was understandably upset and the manager at the store was not in ANY way sorry for the way that the transaction went down. When at the other UHAUL, the employees were not suprised at all at the managers tone and implied that there have been NUMEROUS complaints against that store. When I called to complain the first time, I clearly stated that I did not want to talk to the manager of the store and they had her call anyway. I was very nice to her in the beginning and NEVER did I swear at her, I used the word /pissed/ and SHE proceeded to end the call.

The biggest issue I have with this company is that when I called again and again, I was put off and had to resort to the Revdex.com in order to get some response. That is ridiculous!

I have reviewed the response made by the business in reference to complaint ID [redacted], and I find the response probably as good as it is going to get. I WILL NEVER use this company again and will discourage all friends and family from doing the same. Poor management from the top to the stores. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was scheduled to pick up my Uhaul on Saturday the 12 of January at noon. The Location was at the Speedy Mart on Holland Road in Virginia Beach, VA 23452, not even a half a mile from my home at the time. When I arrived there at 11:55Am my truck was not there. Rodney Price then called the customer who was still using the truck, whom said he was going to be at least another 15 minutes. Rodney suggested we go to a different location to pick up a truck because he wasn't sure when this guy would actually return. As he was searching for a new location with a 14 foot truck I saw the sign that said if your truck wasn't at the exact location at the exact time you needed it you would get $50 dollars. I then proceeded to ask him about this and he said he was working on it right then. He found another truck that was a 10 minute drive away. He also said that to make our refund easier he was just going to charge us a lower rate for our truck and lower mileage. So instead of a 29.95 14 foot truck he was charging us 19.95 and instead of .89 cents a mile he was lowering it to .69 cents a mile. He said this would make it "much easier." As I drove to the next Uhaul dealer I realized that this would not even come close to $50. I told the next dealer my situation and he offered to throw in a free dolly which was 7.00 to rent. Still not enough. I was over an hour behind in starting my move as well. So then once my bill went through the following Tuesday I added up my total savings, which was only a little over 10.00. He also still charged me 7.00 for the dolly. So I saved almost NOTHING. No where near $50.00. I have since called Uhaul FOUR times to dispute my complaint. Every time I do they tell me someone will be contacting me the next day. And they NEVER do. They also said they weren't going to give me the $50 because I traveled less than a quarter mile to my next destination, which is not true. And that I received the lowest rates as well. The sign NEVER said anything about going a certain number of miles or what kind of rates you had to have to receive the $50. THIS IS FALSE ADVERTISING. They also offered me a $25 voucher for future services. I DO NOT WANT THIS because I will not be using this company ever again! But I cannot get a hold of anyone to tell them what I want. HORRIBLE. They even went so far to say that it didn't effect my move in any major way. Little did they know that I was over an hour late and my husbanding was deploying the next day.Desired Settlement: I think that Uhaul should charge me the appropriate charges for the truck and mileage and then send me the $50 refund in the form of a check just like they advertised.

Business

Response:

January 28, 2013

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

Mr. Cody Graham, our Area Field Manager for the U-Haul Company of Tidewater located in Portsmouth, followed up on the information Mrs. [redacted] provided. He informed our office he was unable to reach her by phone but did send her an email explaining he had issued her a refund for the difference of the discounted mileage and the $50 Reservation Guarantee Fee, which came to $49. Mr. Graham also included his telephone number if she had other questions or 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a U-haul on Saturday February 2nd, 2013 ath 101 63rd st location in Des Moines, Iowa. My contract ID is 94486070. When I initially went to location to pick up truck, it was very frustrating as there was no proper customer service or organization. Both registers were open, but both employees were walking in and out and not even acknowledging us stating they would be with us shortly. The bigger issues came in when I returned the truck. I was given a paper that states how many gallons I should have to put in compared to how much I have used. As I was pumping the gas, I realized that the gauge was not moving. I keep puttin gas in truck as I dont want to be charged any extra. Finally at $25.00 and almost 8 gallons, I stop pumping as I realize something is wrong with this gauge. I went a total of 46 miles, so I should've only had to put maybe 10.00 or 3 gallons of gas in. I drive back to the location, advise them of this information, bring in my receipt of how much gas I just put in and plead with them to do something for me as I just lost $15.00 because the gas gauge was not working properly. All I got was rudeness, careless, responses. Telling me that its in the contract that they cant reimburse for gas, I asked if it was in the contract if their gas gauge is broken. He just kept repeating himself that he cant reimburse me for gas. So, I just say whatever and let it go until, the employee then asks me for more money because my initial deposit only covered 40 miles, rather than the 46 I went. At this point, I am irate. With the terrible customer service inititally, to them not caring about the extra money I just paid due to a truck problem that you own, now they want more money??? I understand that they may not be able to reimburse for gas itself persay, but I feel that they could have cared a bit more, apologized for THEIR problem, and given me a discount somehow for the inconvenience and problems.Desired Settlement: Being that I having to take it this far and 3 employees refusing to help, I would like a refund. If this does not get resolved with appropriate agreement between us, I will never be a U-haul customer again.

Business

Response:

February 6, 2013

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

Mr. Michael Herrick, our GM of our U-Haul Center involved, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] offering his apology for any inconvenience she experienced.

As we value Ms. [redacted] as a customer, Mr. Herrick sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Contract Number 29881551 On May 23 we rented a 26 foot truck from U-Haul on Manheim Pike in East Petersburg, PA. The truck was brought around the building and really smoking from the exhaust pipes. I thought maybe it was just cold, as it was a colder day. When I left the location, I noticed the truck having no power and having trouble climbing hills with no load. We made our first load and the truck would not start to go to our new house. It took 20 minutes to start the truck and when it started a huge gas smell and lots of smoke, it took a half hour to go about 5 miles, the gas guage was going from 3/4 of a tank to 1/4 of a tank, as something could have been wrong with the gas gauge or the engine. Anyway, we unloaded the truck and went to make a second load, this time it took about another 20 minutes to start and again took a half hour to make the five mile journey, the steering was very loose and to be honest the truck looked like it belonged in a junk yard. In all we got two loads done the time we were allotted, I noticed the gas gauge was staying at a quarter tank and had to take the truck back, we had problems getting the defrost to work and then stopped at the gas station, I put ten gallons of gas in the truck to get it back to 3/4 where I left the location with. For 26 miles and taking 10 gallons that comes to about 2.6 miles to the gallon, When I called and left a complaint with customer service they stated that I would get a call back within three business days, I did not. Today Saturday June 1, I called and the customer service told me they called me Friday the 24th and spoke to me, then she reiterated her words and said they tried to call, the truck was checked out and nothing was wrong with the truck and the complaint was found to be false and denied. I find this very hard to believe, we have a hand full of witnesses that saw what the truck was doing and will provide phone numbers and names to prove the problems.Desired Settlement: I am looking for a refund of the full 94.00 that I was charged by U-Haul, as I received a product that was defective and had no option but use it ( I was told that I should have called roadside assistance, however we didn't have the time to wait for them to show up). I was originally looking for the reimbursement of gas of 35.00, but now with the wear and tear of using our vehicles to make the rest of the move of the items we ran out of time and could not get moved with the truck, I want a full refund.

Review: On May 9th, I placed an online order with U-haul for a trailer hitch for my 2011 Ford Focus, order [redacted] I scheduled installation for May 22 and took a day of PTO because the dealer would only give me a time slot for late morning and I would not be able to work the morning or afternoon. The appointment was for 11am. I took a day of PTO to get the installation done, and on the day of the appointment, the dealer calls me to cancel as u-haul had back-ordered the item.

I then told the dealer to contact me when the item arrived and that they would have to schedule around me this time. I get online today to check the order, and I see installation was scheduled for 6-13. No one contacted me about this.

I then called to get a refund. I was transferred 4 times and spent a considerable amount of time on hold. I have now been told that the only way I can get my money is to wait for a manager to call me back. This is unacceptable and very bad service. I can request and get a refund from [redacted] in less than 2 hours without a single call. U-haul does not place a link of any sort to request a refundDesired Settlement: I want a refund as soon as possible and an apology in writing (email is fine)

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and listened to his concerns. She also advised him of a refund for $270.78.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: Back on July 4th 2013, I made a few corrections to a U-Haul reservation I was making when I moved for the 31st of July. My final determination was made then in which I requested a 14 ft truck and I asked to pick it up on Deerfield St at [redacted] in Greenfield, MA. I received a phone call today from [redacted] on High St in Greenfield, MA saying that my reservation was with them for 3 pm on July 31st. First, it was not the same location that I had originally requested. When I called back, I asked why not with Carsense Auto and she told me that they didn't have the truck. I asked if I could get the truck earlier than 3 pm because I had assumed that a reservation for the 31st would be good for the time that the business opened. The woman explained that they had booked the U-Haul back to back and it would not return to their location until 2 pm. I found this very inconvenient as it is now July 29th and I had set plans ahead of time for this truck. I asked if I could get a truck at another location for earlier and she told me to call ###-###-#### and speak to someone. I asked the gentleman at this number if there were any other 14 ft trucks available nearby and he told me the nearest one was in Keene, NH - a good 45 minutes away from my home. He instead asked if I wanted a 10 foot truck and if I did, I could pick that up at any time on the 31st. I resigned to this request as I felt I had no other option. I do not understand why U-Haul could not arrange for a 14 foot truck to be available for me at any time on the 31st of July when I put in a reservation on July 4th, giving them plenty of time to meet the accommodation. My reference number for my reservation is: [redacted]Desired Settlement: Again, I feel that I gave U-Haul adequate time to meet my reservation requests and I do not believe I should have had to take a 10 foot truck just because they chose to book two appointments back to back. If the best they could do was 3 pm, they should have told me well in advance, not on the 29th of July when I'm picking it up on the 31st of July. I want the $112 refunded and the amount for gas as well.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western MA and VT, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $50 as an adjustment on his rental. The refund was issued back to his [redacted] 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

Consumer

Response:

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

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

Regards,