J.R.J. Tara Corporation

Review: On February 18, 2015 at around 4:00pm local (EST) time, this complainant went to the [redacted] facility in order to make his recurring monthly storage charge of $74.95 which is due on the 22nd of each month. After a long delay in accepting the $100 ill offered in payment, the cashier returned and announced that the $100 bill would not be accepted as payment as per the instructions of [redacted], the person acting instead of [redacted], the General Manager. Mr. [redacted] contended that the location had experienced problems with large bills and requested that I return to the bank and ask for bills in a smaller denomination. The complainant emphatically warned Mr. [redacted] that the bill offered for payment came directly from a teller at an international bank and that the bill represented legal tender for debts both public and private. He refused to accept the valid $100 bill even though he had not scanner or list of serial numbers that would suggest otherwise. It is worth noting that the complainant had used $100 bills to make payments in the past and he does not know of a store policy to the contrary.

He filed an online complaint with the home office concerning the issue on that same, day February 18, 2015. The lack of action regarding the complaint signal or embolden the Chelsea facility to add on a late fee of $15 after refusing to accept payment or to allow a decision to be made by the home office Customer Service. Below is a copy of the 2nd Complaint filed with the home office about the Chelsea:

After filing a complaint on February 18, 2015, following the [redacted] Uhaul facility's refusal to accept a $100 bill in payment of a $74.95 monthly storage charge, this customer has not been given a plausible explanation for why legal tender was refused or why a combination of smaller bills could better be considered legal tender or why this customer should comply by going back and forth to his bank until [redacted] is satisfied with the US currency composing his payment. His complaint has been assigned an automated ID but no reply or effort to resolve the the complaint has been made.

This complaining customer has explained that he pays the storage bill at a time when he goes to the gym that e uses a few blocks away. Frigid and snowy weather and bad footing around the curbs as hampered mobility all winter. He sees UHaul's policy as a malicious and predatory business practice -- aimed at collecting $15 for having refused to accept a timely and proper payment. If this matter is not resolved post haste, a Revdex.com complaint will be filed.Desired Settlement: Uhaul should not profit from from a fraudulent business practice at the expense of this complainant or any other customer. A successful adjudication would not only reverse the unwarranted late fee, but it would also make a permanent annotation of fraudulent practices in its public archive, as well as suspend any endorsements or membership in the Revdex.com for UHaul.

Business

Response:

March 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Chelsea, followed up on the information Mr. [redacted] provided. He informed our office that our CSR ran the $100 bill under a black light and used a counterfeit marker and both showed the bill was not good.

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.?

Review: I ordered a 26 foot truck for my moving day on July 31st. I was called two days before that and they told me the truck I ordered was not available and if I wanted that size truck I would have to drive three hours to [redacted] to pick it up. I was then told I could have a 10 foot truck with a 6 foot trailer. I had to drive a hour away to get the 10 foot truck and a half hour to get the trailer. When I went to pick up the trailer it was not there. I have spent over 3 hours on hold with this company being bounced around from one person to the next, with none being help full. I paid over 70 dollars in my own gas money in this truck because I had to make three hour each way trips to be completely moved. I would not have had to do this if I had the truck I requested. This company made a all ready stressful situation a complete nightmare for me. They out taken reservations like a airline agency. They take a order they do not have equipment for and are making there costumers life's a nightmare. They need to be stoppedDesired Settlement: I would like to be completely refunded the amount of my purchase and would like extra for the gas I had to put in. A total of $150

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. He sent Mr. [redacted]an email offering his sincere apology for the inconvenience he encountered and explained that although we do our best to accommodate the preference of every family requesting equipment, we do run into situations where we experience equipment shortages and unable to fill the reservation exactly as requested. Mr. [redacted] also issued a refund for $80.00 as an adjustment on Mr. [redacted]rsquo;s rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On March 14, 2014 I made a reservation (order# [redacted]) online with U-Haul for a 17' truck. The reservation was set to be picked up on March 29. 2014 at 9:00 am at Mailboxes & Postal Services (Address: [redacted]). The day I went to pick up the truck the employee at Mailboxes & Postal Services told me the truck I had reserved was not available, that the only truck he had available was a 20' truck. I had no other option but to take the 20' truck, I was charged $10.00 more for the 20' truck than what the 17' truck reservation was for $29.95.

U-Haul has a Reservation Guarantee "When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50." Web Link to reservation guarantee: [redacted]

On March 31, 2014 I called U-Haul to claim the reservation guarantee and it was denied several times. Their reasons conflicted as I was transferred through different departments:

- Because I didn't confirm or called to pick up the truck. (no where in the reservation email it said I had to confirm or call)

- Because I didn't received a reservation confirmed email from U-Haul. (The email I received confirmed the Truck size, date, time and place of pick up)

- Because I cancelled the reservation. (I never cancelled the reservation, otherwise I would pay a penalty fee of $50.00 for "no show")

- Because I made two reservations. (I only made one reservation)

- Because I was charged the same rate of $29.95 for a 17' truck. (The receipt I have from U-Haul shows $39.95)Desired Settlement: U-Haul should stick to the reservation guarantee and pay the $50.00.

U-Haul should also refund the $10 I had to pay extra for the 20' truck.

U-Haul should include exceptions on their website of when the reservation guarantee doesn't apply.

Business

Response:

April 2, 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 Gulf Coast TX regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account in addition to the extra $10 he paid on the larger size truck. Both refunds 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,

Review: I rented a 26 ft U-Haul in [redacted] on September 28, 2013. On September 30, 2013, it was packed and I headed to my destination. [redacted]). Approximately 15 miles south of [redacted], the U-Haul started smoking and fluids spewed out. We pulled to the side of the freeway and immediately called U-Haul roadside assistance. We were disconnected by 2 different representatives. Finally, the 3rd representative said they would send someone to help us. We sat on the side of the freeway with our 4 children while the U-Haul was fixed. With the wait for the mechanic and the time it took for him to fix it, we were there for about 2 hours. We got back on the road and, because of the delay, had to stay in a hotel in [redacted]. When we woke up the next morning we discovered that the U-Haul had a flat tire on the front driver side. We immediately called U-Haul roadside assistance again. The representative said it would be approximately 3 hours before anyone would be there to assist us. 4 hours later, help had arrived. In the meantime, I call U-Haul customer service and ask about our bill. After being disconnected 3 times, the 4th representative assured me that they would compensate us for the inconvenience. Her offer was a $200 discount from our bill, reimbursement for the hotel and food bill, and a $50 coupon off of our next rental. She also extended the amount of time that we had to turn in the U-Haul. Because of the delays, she said we could turn it in on the 6th rather than the 2nd. She told me that an AFL (Area Field Manager) would contact me in a couple of days to speak to me. We got a call from [redacted] from the office in [redacted] where the U-Haul was to be returned, asking why it hadn't been turned in yet. I explained our situation and that we have been allowed to keep it extra days. He said that no one made him aware of this. On October 2, 2013, at 10:46 a.m. [redacted] an Area Field Manager, called me. I apologized to him because I was unable to speak to him right then. I asked if he was able to call me back. He said yes and asked how long I needed. I said I could take his call in about 3 hours. He didn't return my call until October 4th at 4:39 p.m. He asked if I had the receipt for my hotel stay, to which I said yes. He said he would be happy to reimburse us for that and take $100 off our bill. I informed him that I was not satisfied with that and we had already been told that we would get a larger refund than that. He said that whoever I spoke to was not authorized to make that decision. He also said that it did not state anywhere that we were allowed to keep the truck longer. I asked him for his fax# and sent him my receipt for the hotel stay. I called the corporate office and spoke to a representative named [redacted]. After I explained my situation to her, she was rude. I asked her for her supervisors name and she said she didn't have one. I said that she must report to someone and would like their name. She put me on hold and I was promptly disconnected. I called back and got a different representative that connected me to the Regional Office in [redacted]. I spoke to a gentleman named [redacted] who told me that the time allowed on the truck had still not been extended. He said he fixed that problem. I am dissatisfied with the outcome and the minimal compensation that was offered to us. (and then taken back). Thus far I have been told that we will be reimbursed a total of $307. This is was [redacted] in the regional office told me. With the hotel stay and the U-Haul rental, I paid out a total of $1,200.00. That is unsatisfactory.Desired Settlement: I would like for communication in this company to improve and better compensation for the extreme inconvenience and poor treatment by customer service.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office he issued a refund for $307.54 back to Ms. [redacted]s [redacted] account as an adjustment on her rental in addition to the $100 VIP Certificate that was issued to her. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The credit should post on her next credit card statement.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I contacted [redacted] at the beginning of December, 2014 to reserve a 14' Uhaul Truck to use for a move on Dec. 31st @ 10AM. I gave the employee all of my information and credit card information to book the reservation and acknowledged their 48 hour cancellation policy. I called again on Monday, December 29 to confirm the reservation and was confirmed by Jamal, an employee there. I arrived on 12/31 at 9:40am and awaited the business to open so I could pick up my Uhaul Rental truck. I hired movers from [redacted] to help move boxes and furniture on 12/31 from 10:30AM-12:30PM. A man named [redacted] was at [redacted] to open the business, but could not process my uhaul rental paperwork. He called [redacted] and the owners several times with no answer. When 10:30AM arrived, I had movers at the apartment waiting and still had no uhaul truck for my move. I contacted [redacted] down the road and they could get me a 20' uhaul truck, so I ran down [redacted]. almost a mile to their location to get a truck. When I called back [redacted] later that day to speak with the owner, [redacted], I was cursed out on the phone & told I was not in his books and he hung up the phone on me. I tried further to speak with [redacted] about what had happened and was not able to. I have spoken with Uhaul Corporate about the situation, but [redacted] put me in a really tight spot on moving day and has nothing to say for themselves. Uhaul's regional manager called me and did in fact confirm my original reservation with [redacted] and apologized, but made excuse after excuse as to why the business owner acted the way he did. I will never use or recommend Uhaul or [redacted] to any of my friends, family or business associates.

Product_Or_Service: Uhaul Truck Rental

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

Uhaul said they would refund $50 of the $56.35 plus $10.93 in fuel prices. and I believe the entire amount should be refunded by either business. Also I want to hear from the owner of [redacted] as to why the business was not open on time for a reservation that I had made several weeks in advance, and why I was told my reservation was not on his books when it clearly was, according to Uhaul's [redacted] Regional Manager. I want a

Business

Response:

February 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued to [redacted]’s [redacted] account on January 2nd and should post on his next credit card statement. [redacted] left a message for [redacted] recently advising him of a supplemental refund for $17.28 and asked him to call back if he had other concerns.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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 for the business to perform this action and, if it does, will consider this complaint resolved. Thank you again providing true customer service!

Regards,

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: Made online reservation for [redacted] location for March 15 at 9:00 for 14 ft. truck. Went to location and truck was not available. Sent me to another location and truck was not available. Was able to get truck at Tallmadge location. Since you have to pay mileage I ended up paying for additional mileage since Tallmadge location is 7 miles further away. Uhaul advertises $50 gurantee if pickup time, location and equipment size isnt as guaranteed. I didn't have the location or equipment but when I called customer service I was simply told sorry and that someone called me at 9:05. I explained I had been in the store at 9:00 and why would someone call me at 9:05?Desired Settlement: I want my mileage reimbursed and the $50.00 guarntee they advertise.

Business

Response:

March 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Akron regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and apologized for the scheduling issue and being sent to three different locations to secure the needed equipment. He also advised her of a refund for the $50 Reservation Guarantee Fee and $20 for mileage. The refund for $70 should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I wanted to rent a Uhaul to move on Sunday, Feb. 23. When I called into the national call center, I was offered a rate of .49 cents a mile plus cost of truck. When I got the store to pick up the truck, the individual informed me that the truck was booked at .79 cents a mile. I called into the national center again and discussed my issue with them. The representative was unhelpful, and did not correct the situation (45 minute phone call). I had to cancel that reservation and reschedule with another location. After calling back to the national office and reserving at a different location, I drove 30 minutes to get there (45 minute phone call). Once there, the agent working for Uhaul was very unprofessional and lacked the training necessary to perform his duties. I had arraigned a fixed price for the truck with mileage included and the gentlemen working said he could not accommodate that. Then after 45 minutes waiting in his store, he told me that his computer was done and I would need to fill out a paper contract. By doing so it cancelled the flat rate contract I had previously arraigned. When I bring the truck back on Monday, the gentleman tells me that my total was 126.00. I told him that was not correct. After 1.5 hours in his store and on the phone with Uhaul customer service, nothing was resolved and I was told the manager of the Ohio Regional branch of Uhaul would investigate the matter. When I heard back from him, he told be the only thing he could do for me was issue a refund of my deposit less the cost of the truck, so my total refund would be 28.00. I called back to the central office and asked if there was anyway I could be reimbursed for my countless hours on the phone trying to resolve the issue as well as for having to go around town to find a truck. The lady who called me back on this matter said that the most the company could do was issue a $50 VIP voucher in that next time I rent from Uhaul my bill would be less that amount. I told the lady I appreciated the gesture, but after all of the screw ups, I felt that more compensation was needed. I said that after this disaster I will never rent from Uhaul again, so the $50 dollar voucher is useless. Additionally, spending upwards of 5 hours dealing with this issue, I feel that in store credit is insufficient of a remedy.Desired Settlement: Instead of the $50.00 voucher, I am asking for $50.00 or value of the truck, to reimburse for my troubles.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, followed up on the information Mr. [redacted] provided. She advised our office she has spoken to Mr. [redacted] on several occasions regarding this matter. We did honor the cheaper of the two quotes he was given and offered a $50 VIP Certificate to help offset the inconvenience he experienced. She relayed their decision in the matter remains the same. We feel the Certificate can be of great value to our customers as it can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

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.

The $50.00 VIP credit is insufficient for the time and energy I spent trying to defend the contract the I had with Uhaul. Additionally, the price I received for the truck was not a lower rate, but rather the rate I was supposed to be guaranteed. So the offer I make to Uhaul is that either issue a $50.00 check instead of the VIP credit OR issue a check for my gas and expenses ($35.00) I incurred for having to drive to two locations to get the Uhual truck.

Regards,

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, reviewed the recent information Mr. [redacted] provide. She informed our office she left a message for Mr. [redacted] advising him of a refund for $35 and requested a call back to confirm his mailing address.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: To whom it may concern:

I rented a U-Haul 26' truck (contract #[redacted]) on August 18th and experienced numerous problems that hindered my move from Muncie, IN to Ames, IA. The truck didn't have air conditioning--which made it almost unbearable while driving during a heat index of around 100 degrees. I also had issues getting the truck started since the day I picked it up. It would start about only 2 out of 3 turns of the key, and when it did--there'd be a pretty strong burning smell that would make it's way through the vent and into the cab and then dissipate.

On Tuesday (Aug 20th) I left Muncie, IN, in hopes of making it to Ames to unload that night. The ABS warning light was on during the entire trip and there were random times (once ever hour or so) when the brake warning light would flash and then go away. After getting gas in Knoxville, IL, I couldn't get it started. The burning smell coming from the engine became more prominent after each attempt to start. After the 5th attempt, I called the U-Haul repair hotline (###-###-####). I let the know about the issues the truck was having and that I was stuck between two gas pumps with a truck that smelled like it was burning up. They called back to let me know that they dispatched a mechanic to my location but it was going to be about an hour. They gave me U-Haul repair reference #[redacted].

An hour and fifteen minutes later, the mechanic showed up. He went under the hood and was able to get it started. The truck, again, was giving off a very strong burning odor that eventually dissipated. The mechanic mentioned that the A/C clutch had gone out or was going out and suggested that it would make its way to Ames, IA (250 miles), but recommended that I leave it running the entire time--which I reluctantly did (even while getting gas). We made it to Ames close to midnight (Central Time) and I shut the truck off and went in without unloading.

I had to take Wednesday (Aug 21st) off from work so that I could unload the truck. When we finished unloading, I attempted to start the truck up to return it to the local U-Haul station, but I couldn't get it started. I again called the repair hotline and they gave me a new reference number (#[redacted]). They dispatched someone from Bud's U-Haul and Service Center. He arrived 15 minutes later and quickly determined that the truck was dead and wouldn't be safe to drive even if he could get it started (perhaps due to the burning odor and what was left of the A/C clutch, belt and wiring around it). He left and came back with a bigger truck and towed it away.

The individual at Bud's U-Haul and Service Center was prompt and very kind. The individuals I spoke with from the U-Haul hotline were very courteous and seemed to be very understanding and apologetic regarding the situation. However, I feel as though I should receive some sort of reimbursement of the $1,050 it cost me to rent the troubled moving truck. There was no A/C (as advertised), it was quite stressful to travel (at night and on the interstate) in a truck that was near the point of breakdown, and I was forced to take a day off in order to unload my possessions because of the mechanical failure I experienced along the way. Furthermore, I believe the truck should have been better inspected before the point of check-out in Muncie, IN.

I've contacted U-Haul's comment/complaints address but have yet to hear anything back after 4 business days.Desired Settlement: Some type of reimbursement for the $1,050 I was charged for the truck.

Business

Response:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central IN, followed up on the information Mr. [redacted] provided. She informed our office she spoke with Mr. [redacted] and offered her apology for the inconvenience he experienced. She also advised him of a refund for $700 as an adjustment on his U-Haul rental. Mr. [redacted] relayed his appreciation for the way his concerns were handled and the quick response he received. The refund was issued back to his 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

Consumer

Response:

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

Regards,

Review: On 2-21-15 I rented a vehicle from U-Haul. On 2-22-15 I was attempting to return the vehicle and the vehicle stalled. I called U-Haul roadside assistance and they stated they weren't able to send out a tow truck until 45 minutes later. The calumet city police showed up on the scene and insisted on towing the vehicle due to U-Haul not being able to pick the vehicle up right away. I contacted U-Haul and explained the situation and they even spoke to the police themselves. The police told U-Haul to cancel the tow and contact them in regards as to where to pick up the vehicle. I contacted U-Haul and explained to them I shouldn't be responsible for the tow. They stated I will not be responsible as long as the reason for the stall is not fuel related. It took U-Haul 3 weeks to finally admit that the vehicle stalled due to battery issues and now they are saying that I left the vehicle in the street and just abandoned it. I asked U-Haul for proof and recorded conversations. I'm unable to get the conversations due to technical difficulties. Also they finally sent over transcripts of the calls and in these transcripts U-Haul states that they can hear the police in the background and they spoke to the police and canceled the tow. Now on 3-12-15 I have asked to speak to managers and nobody knows any managers names and the no one is available in the office. I spoke to [redacted] the regional office manager and she stated she doesn't know anybody's name that is a manager over her. I was finally transferred to [redacted] and he stated he couldn't talk because he was in a class at the time. I still have not been able to resolve this and the fact that U-Haul is making up false charges and lying on customers is unbelievable!! This has been the most stressful situation I have ever dealt with dealing with a multi million dollar business that coerces money out of the public and makes up stories and blatantly lies to their customers. I need someone to call me back and tell me I am not responsible for any charges.

Product_Or_Service: Rent U-Haul vehicle

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

I would like to have documentation stating I don't owe any monies to U-Haul and I would like an apology for being stressed out and blatantly lied to

Business

Response:

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.[redacted], our Traffic Manager for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and was able to reach an amicable resolution. Our customer will be responsible for the rental and all other charges will be removed.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented from the below automated kiosk location twice and both times my credit card was overcharged (with charges exceeding what I was provided on my final receipt by about 20%). My first encounter I filed a dispute with my credit card company believing it was a simple mistake in billing but when I was overcharged by the same amount the second time, it raised my concerns. Also, during my second rental, the kiosk crashed before I got the rental information needed to get access to the vehicle causing me to spend 30-45 minutes on the phone with customer service trying to get the necessary information and causing me to be late for my pickup. I also tried to contact customer service via phone but was hung up on twice while the agent was looking into the issue.

My reservation ID is [redacted] Amount on my receipt: $28.40

Amount actually charged: $25 + $8.30 = $33.30Desired Settlement: I'd like the extra charges reversed and I'd like my second rental to be credited as the amount of time and aggravation with this rental was above the uhaul standard that I am used to from being a customer for the last 10 years. I'd also like uhaul to look into the automated kiosk billing system as to why they are overcharging customers as this is a fraudulent behavior.

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of Pittsburgh, followed up on the

information Mr. [redacted] provided. She informed our office she

issued a credit for $10 back to Mr. [redacted]'s Visa account, which

should post on his next credit card statement. She also relayed that

our Field Manager is having the kiosk checked for any necessary

maintenance due to the fact it was omitting the motor vehicle tax on

the rentals.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: On October 27, 2013, I booked a U-Haul for October 29 at 3:15PM from the U-Haul location at [redacted] (Order #[redacted]). In my contract and at the time of picking up the truck, I requested 3 hours of use as I was moving between two locations within the [redacted]. Since the employees at the location close the facility at 5 PM, I was told to just park the truck and leave it at the location. I was told that there are CCTV cameras and the bill would be processed for the number of miles I had driven in those three hours. I ended up driving 5 miles or less within the neighborhood and return the car more than half an hour earlier than what I had requested.

However, to my utter surprise, I was sent a bill on October 30 with the mileage used shown as 48 miles, 10 times the amount I had driven. U-haul automatically sent the bill to the credit card account that I had provided. The bill sent through e-mail has empty fields for signatures and they didn't find it appropriate to ask me before going ahead with this payment. In effect, I haven't categorically ratified that bill.

Over the next few months, I lodged complaints both over the phone and through e-mail at [redacted] After no action on the part of U-haul, I was finally left a voicemail by an employee called [redacted] (Phone no. ###-###-####). I was told he would inquire about the situation and check if the mileage is consistent between the reservations before and after mine, in the U-haul records. I also told him that if there are cameras in the premises, they can easily check that I brought the truck back in around 2 hours. And a mileage of 48 miles is somewhat improbable in that period of time, especially since I had driven it within [redacted] and had given a single-digit estimate at the time of picking up the truck.

I did not receive any information from U-haul for several days. I then called up Luis, who told me that the records are consistent with 48 miles being driven between the reservation done before and after mine. I inquired if I could be provided proof of that or whether he had checked the CCTV cameras but no response was provided. The call ended abruptly.

I have a few problems with the conduct by U-haul:

(1) Flawed billing system: I was not asked before putting another transaction on my card. No signature or due process was asked for or followed.

(2) Poor system at the location: I am not sure the location was safe. I was asked to leave the truck and the keys within the truck. There was no security in the location. I am not if someone else took the truck overnight so I had asked U-haul to look at the CCTV footage, that they told me before the reservation, they have installed in the location.

(3) Poor customer care: I was not given enough proof that an adequate evidence had been collected that why my complaint could not be pursued further.Desired Settlement: I want an explanation how 48 miles could be driven in around 2 hours within [redacted]. I need proof that due investigation has been conducted to check the mileage in the truck and that the security cameras have been checked. The process of billing without permission or signatures has to be stopped, even if the disclaimer in the contract says U-haul can charge any amount it wants on your card. I request a refund on the amount I overpaid due to being billed for 48 miles instead of less than 5 miles (4.8, assuming there is a typographical mistake). A quick response will be appreciated.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for our error and advised him of a refund for $43.44 as requested. The refund should post on his next Visa 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,[redacted]Executive AssistantU-Haul International

Review: I rented a 26 ft Uhaul truck on July 18, 2013 in [redacted] On July 19, while en route to our destination, ([redacted]) the truck's brake light and alarm came on and stayed on. We had to stop at a run down gas station and call Uhaul roadside assistance. After being disconnected several times we were finally able to speak to a representative about the issue. She informed us that someone would be there to look into the problem within the next ninety minutes. Shortly thereafter, a man called my cell phone and advised that he would be there within ten to fifteen minutes. He never showed. Approximately forty minutes later another man called and advised that he was on his way, but that he was coming from an hour and ten minutes away. Me, my boyfriend, and four kids sat hours away from our destination at this run down gas station, in July heat, in a part of town that we did not feel safe in, for two and a half hours. A Uhaul representative told us that we were entitled to a refund of some of our expenses because of this huge inconvenience. Before returning the truck we called Uhaul about this. They told us to speak to someone at the place of drop off. This man said that he did not handle those issues and told us to call Uhaul again. I did this and gave the representative the information he requested for a complaint to be filed in order for a reimbursement to be made. He told me that I would be hearing something from the company within the next three days. On the third day I called Uhaul again and was given a complete runaround. I was disconnected, given wrong numbers, and put on long holds several times. Finally, hours later I was informed that earlier that morning my complaint had been reassigned to another office and it would be two more days before I heard anything. Uhaul charged my credit card $514.08 at the time I picked the truck up, not days or weeks later. Uhaul should be just as quick to address my complaint and just as concerned about my satisfaction.Desired Settlement: At least twenty percent of the $514.08 that was charged to my Mastercard should be reimbursed.

Business

Response:

July 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Field Manager for the U-Haul Company of [redacted] followed up on the information Ms. [redacted]provided. He informed our office he attempted to speak to Ms. [redacted]but found her phone number listed no longer in service. He sent her an email advising her of a refund for $100 as an adjustment on her rental and offered his apology for the inconvenience she experienced. The refund was issued back to her Master Card account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: In July I allowed my mother to charge ONE day usage of a U-Haul. She ended up needing the U-Haul for another day. I called the local facility and told them that they was not to charge my card anymore. One August 13, a month after the U-Haul was rented, my card was charged another 205.00 without my consent and prior knowledge. I have made several attempts to get my money back however each attempt has been unsuccessful and sending me to different people because each person is unsure who can authorize it. I want my money back ASAP!!!! I verbally told them that my card was no longer to be charged which means they did not have my permission to use it anymore.Desired Settlement: I want my money returned NOW!!!!

Business

Response:

Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office, upon researching the rental and speaking to our U-Haul Center involved, the rented truck was dropped off after hours. The truck was rented for [redacted] in the name of [redacted]. Ms. [redacted] was put on our E-Alert system for owing $96.36 on a rental from June 2, 2014. We attempted to charge the credit card at the time but it was declined. A Promissory Note was generated and sent to Ms. [redacted] with an opportunity to pay with another form of payment. We never heard back until our Credit and Collections Department debited the credit card for $205.49 in August on the credit card used at the time of rental. Ms. [redacted] relayed that they would be glad to credit the card back if Mr. [redacted] can provide another form of payment for the rental charges. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I brought the uhaul back on the date that it stated to bring back after hours. I spoke to someone named [redacted] to make the payment of the remaining of the $11.79 that was owed. I spoke to another associate who indicated that they charged me the service fee of $30 because I didnt bring the truck back in time. I have proof that I brought it back on the same day and the time. so I called in to pay the $11.79 and there was a service fee I stated to them that I should not have to pay that. He stated that the assistant manager [redacted] was not there and neither was his manager [redacted] which was on 09/25/13. He called his supervisor, and his supervisor stated that he can waive the fee and only charge me $11.79Desired Settlement: I would like my refund of the $30. you guys charged my account twice 1 time was authorized by myself in the amount of $11.79 the other amount of $41.79 was not authorized and I did not get a receipt and I did not appreciate that.

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

According to the rental contract, we collected a $100 cash deposit on the rental. When the contract was closed out there was a balance for $11.79 on the contract. The balance was put on a Promissory Note and was sent in for collection. When a billing account is set up, we charge a $30 processing fee. The total amount was charged to the credit card on file. The amount of $41.79 has since been refunded back to the same [redacted] account on September 23rd and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This UAHUL location called me to cover rental issues and a vehicle breakdown. They must have hit the "mute" button, but they thought I hung up. Owner of location was incredibly unprofessional and entire counter was laughing at me while I overhead all the comments made about my circumstance. The conversation we had not been rude, both sides were firm he was not aware or did not care that I spoke with cus[redacted]er service and could not see the notes. When they thought that I was off the line, the comments made by the owner and others about me were reprehensible.Desired Settlement: I am not sure what can be done. At the moment we still have our root disagreement unresolved. I am more concerned about the actions and comments made by the owner of this UHAUL location going undocumented by UHAUL in general. Ive already complained through UHAUL channels and will be bringing this up regionally.

Business

Response:

March 29, 2013

Thank you for your concern for our cus[redacted]er Mr.[redacted].

Ms. Nancy Flores, our Executive Assistant for the U-Haul Company of Gulf Coast TX, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] rented from a U-Haul Dealer in Galveston. After several unsuccessful attempts to contact Mr. [redacted], we reported the truck as late-not-returned, or LNR. After 10 days Mr. [redacted] called to say the truck would not start. We then retrieved our truck and found that the light had been left on, which caused the battery to go dead. Ms. [redacted] relayed that we did not charge Mr. [redacted] for the $400 tow bill and he was only charged for the rental time he had the truck in his possession up until the truck would not start due to the dead battery. Ms. [redacted] stated that a refund or any further adjustment would not be issued.

Our cus[redacted]ers 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.

My complaint with the [redacted] is regarding the profane and inappropriate comments made about me by the owner of a UHAUL location. These comments were made when he thought I couldn’t hear him over the phone. I find it shocking that this behavior is being completely unaddressed in the companies [redacted] response. It’s as though UHAUL is condoning the owner’s comments by bringing up a recent contract dispute they’ve already elected to pursue legally. While I do appreciate the support UHAUL has given my civil case with this response, the [redacted] is not the appropriate venue for a resolution for this contract dispute since I have not filed a [redacted]complaint in regards to this matter.

Regards,

Business

Response:

April 5, 2013

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

Mr. [redacted], our President for the U-Haul Company of Gulf Coast TX, reviewed the information Mr. [redacted] provided. He informed our office Mr. [redacted]’s concerns were addressed and assured our office that action will be taken with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Any outcome on steps taken to correct the situation are handled internally. We appreciate the feedback Mr. [redacted] relayed. It’s only through communication with our customers that we realize what programs are working and what areas need attention. We also realize there is never an excuse for rudeness.

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: In June of 2012, I ordered a hitch to be installed onto my car online from U-haul with the clear understanding that I could cancel anytime and receive a full refund. I cancelled a day later and requested a refund from the U-haul location. They told me there would not be an issue.

I never received the refund. I've contacted the company and agree I should receive a full refund but - while they see the error - they said their computers won't allow them to process a refund that far back. I have documentation to support this.

POS Withdrawal U-HAUL-SE- [redacted] ###-###-#### WAUS Machine# [redacted] Trace# [redacted]Desired Settlement: I'm seeking a full refund of $230.01

Business

Response:

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department reviewed the information Mr. [redacted] provided and relayed that a charge for $230.01 was applied to Mr. [redacted]’s credit card and then a refund for the same amount was also issued to the same card on June 14th. Both transactions will 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

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department reviewed the information Mr. [redacted] provided and relayed that a charge for $230.01 was applied to Mr. [redacted]’s credit card on June 10, 2012 and then a refund for the same amount was also issued to the same card on June 14, 2012. Both transactions should have already posted to Mr. [redacted]’s credit card account.

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 appreciate U-Haul's response - and ask if they have any proof that such a credit was applied. I've contacted my bank, [redacted], and they supported my claim that I was charged but not refunded. Can U-haul provide proof that such a credit was applied?

Regards,

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department explained U-Haul matches settlement totals with our processing company every day to make sure charges and credits are balanced to what they should be. A total from a mainframe report is matched to a total provided by our processing company. On the day in question, the totals matched. There was no out of balance, which tells us all transactions settled, including Mr. [redacted]’s refund.

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: u haul has charged me for two day rental when it was turned in on time but they did not get it checked in tell the next day so the charged me an extra day for itDesired Settlement: a refund 57.55 that they owe me

Business

Response:

February 16, 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 North Seattle regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the extra day charges in the amount of $57.55 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,

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,

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!

Review: I submitted a reservation through uhauls reservation system no less than 7 times. Each time 7am was confirmed over the phone and in writing via email. I then received assurances and the time was accurate only to receive a subsequent email stating the vehicle was not available at that timeDesired Settlement: Full refund desired

Business

Response:

February 25, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted]’s rental has not yet taken place. According to the scheduling, Mr. [redacted] stated it appears the reservation is schedule for 7:00 am pick up on the last day of the month. Our U-Haul location has set aside one-way equipment to honor his requested 7:00 am pick up time.

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