J.R.J. Tara Corporation

Review: On August 30,2013 a U-Haul trailer was rented from your location @ [redacted] @ approximately 1pm. The U-Haul trailer was attached to my 2004 Lincoln Aviator by the U-Haul employee and he placed 2 chains underneath the truck. Upon leaving the lot the truck was making a noise and driving different. The location manager [redacted] was immediately called, she said the trailers some time sway and it should be fine. The trailer was returned to the location once it was filled and was still making the noise. The same employee removed the chains from the vehicle. Upon leaving the U-Haul location the car was still driving different and was taken to Tire Discounters for them to look at it. They determined the tow bar was bent and damaged the rear shock.Desired Settlement: I would like for the company to pay for the damages that were obviously caused by the chains being connected to be my vehicle improperly.

Business

Response:

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

[redacted], our Executive Assistant for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. He informed our office a claim was filed with [redacted] Insurance Company. An adjuster was assigned to inspect the vehicle and upon inspection, the adjuster determined the right suspension rod was bent. Further inspection lead to the adjuster determining the driver hit a curb. Mr. [redacted] also mentioned that our employee who attached the trailer has been with U-Haul for a few years and has hooked up hundreds of trailers without incident. [redacted] Insurance Company is in the process of sending a reply to Ms. [redacted] and/or Ms. [redacted] on their decision.

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 have received the letter from [redacted] and the reasons that they have given for denying the claim were not satisfactory to me. They say that they have determined that the rod was bent due to a curb being hit but there is no proof that was the case. I am not okay with the response that the employee has worked for the company for a long time being an acceptable reason for it not being that an honest mistake could have been made on the employees behalf. I have had the vehicle inspected by other mechanics other than the shop where the vehicle was inspected and they have stated that they do not see how hitting a curb could have done the damage that was done. Since there really is no way to determine exactly what happened to car, the one thing that is known is that the vehicle was operable before the trailer was connected and once it was attached it was no loner operable. I do not feel like the repairs should solely fall on me and that they should be responsible for paying at least half of the cost to repair it.

Regards,

Business

Response:

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

[redacted], our Executive Assistant for our OH regional Office, reviewed the information Ms. [redacted] provided. He relayed that he pulled up the video of the customer leaving the U-Haul lot and visually confirmed the chains were properly attached to the loops on the hitch. Our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

I reserved a 14' truck for Clarion, PA. They gave me a larger truck 28 miles further away. This would have added over 60 miles to my rental. It would have taken me an extra two hours to move (1 hour to pick-up and 1 hour to drop-off due to distance). The cost to rent a larger truck is greater and the insurance fee is greater. The extra miles would have cost me an extra $47.40 plus tax. The extra time would have made me unable to move in a single day. The extra day charge would have cost me over $50. The extra rental fee for a larger truck was over $15. Their switch would have yielded them over $100 extra from me. I believe this is a scam because the right size truck is sitting in the lot of the location I had chosen. I phoned the customer service department to ask a switch to my original location. After holding for 25 minutes, the agent was curt and rude. She was argumentative. I asked her nicely to watch her tone, and to quit arguing with me. I was looking for a solution. Instead customer service wanted to prove her point and do nothing to maintain a customer relationship. I chose to cancel my reservation rather than pad the pockets of U-Haul when they clearly care nothing for me as a customer

Review: I went to U-haul store to pick up a truck around 6 pm on May 30th . I was told that they did not have 16 feet truck but they have 20 feet one. I said that's ok. They ask me how long I will keep the truck. I said 5-6 hours. They told me that why don't I pick it up tomorrow morning. I said ok and made reservation for 20 feet truck. I came back to pick up the truck 7 am. General Manager ([redacted]) in the store insist that I should pick up 26 feet truck not the 20 feet one. I said I have reserved 20 feet truck not the 26 told me that he cannot give me what I reserved. he said that is the truck he gave me take it or leave it. I said I will not take it. After that I had look for another truck for 4-5 hours since it was weekend and end of the month. They have ruined my weekend. I was supposed to finish moving my house to storage on Saturday because we were going to vacation on Sunday. Since, I could not find any truck in the morning I had to delay to moving on Sunday.Since we could not finish on time, we have missed the flights on Sunday. I had to pay $1236 fees for being late and to reschedule. I can prove everything I have told so far. I am not making up a story.Desired Settlement: I want an apology from a Uhaul general manager [redacted] and compensation of my loss.

Business

Response:

Thank you for your concern for our customer Dr. [redacted], our GM of our Moving and Storage of Willowbrook, followed up on the information Dr. [redacted] provided and sent him the following email in response:Mr. [redacted], I would like to apoligize for the issue we had on May 30, 2014 concerning the miscommunication on the equipment you reserved. It was not my intention to offend you in any way and I would like to offer in apologies. We do show that our traffic department did find you a location within the next 2 hours that did have the equipment available and do hope that they did help you our. Agaig I apoligize for any inconvieience. Best Regards, [redacted]Our records also indicate a refund for the $50 Reservation Guarantee was issued to Dr. [redacted]. He should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

This business didn't not make their contract clear and did not verbally make me aware that I would only have a the use of a moving truck for only 6 hours. They harassed me on the day I was I was moving and refused to provide me with any form of customer service. In the end I returned the truck and ended up paying for a service I didn't get to use forcing me to take twice as long to move and added extra expense and mental distress. The encounter I had was with the GM and never in my 30 years of life have I or any of my family ever been treated the way I was. Appalling!

On the night before moving from Brooklyn to Boston I was informed that my vehicle pick-up location was changed from a 15 minute bike ride away to an hour and a half train ride away, and from 7am to 10am. I called the original pick-up location, the new pick-up location, and U-Haul central, and over the course of 2.5 hours was hung up on by at minimum a dozen different people, transferred to incorrect departments, given incorrect contact phone numbers, had my calls screened, and was laughed at when I gave someone my number in case we were disconnected and asked to please not be hung up on. There was nothing for me to do but accept having to go to the far away location in the morning. Starting the moving process 4 hours later than anticipated made the entire experience exponentially more difficult. Not to mention the excess expense of having to pay for the train to the pick-up location. I will never use U-Haul again.

Review: I signed a contract with U-haul for the use of the 9ft van. A part of the contract states that the gas needs to be replaced for gas used - understandable. I used 33.5 km for my round trip and before I brought it in, I put in 3-4 Litres of gas for the gas used. After I dropped off the van, I even took a picture of the needle for the gas.I was charged an extra $20 for a refueling fee to fill the van up to the level that it should of been.I called them stating that I put in more than enough gas to cover the kilometers used and that I even have pictures of the needle which is the approximate of what is on my contract printout.The owner on the phone refused to acknowledge that fact and did no want to look at pictures or my receipt for gas. He just kept stating that the needle is not where is needs to be.Even if the needle was a little off (which it wasnt), I was charged for 7 additional litres of gas, which is no way near the amount used.Desired Settlement: DesiredSettlementID: Refund

I just want to be refunded the extra $20 I was charged for the gas.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $20 that she issued back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made an Online Reservation on 1-18-2015 for Saturday 1-24-2015 at 9 am. Uhaul guarantees the equipment size, location and pickup time on their online Checkout page. If not, they guarantee $50 compensation. My reservation was for 1-24-2015 at 9am, reservation # [redacted] location. I received a call at 9:25 am on Saturday 1-24-2015 from [redacted] while I was attempting to pickup my truck at that location.They did NOT have my truck at that location. I had to go to another location for my truck and that location did not open until 10am. I had scheduled professional movers to help me that day. They were contracted to start at 10am. Due to Uhaul's NOT providing me with my reservation at the proper location and time, I had to pay the movers an additional hour of work at $71.50 per hour because I could NOT get the truck that I had reserved, nor get back to my apartment to start moving at 10 am. I have completed a Uhaul Notice of Dispute and sent it to them by certified mail to: U-Haul International, INC. [redacted].Desired Settlement: I want Uhaul to pay me the $50 compensation Guarantee that they have on their Online Checkout page PLUS the additional $71.50 that I had to pay the professional movers due to Uhaul's NOT providing me with the previously reserved equipment, LOCATION and PICKUP time!

Business

Response:

February 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee in addition to a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

I will NO LONGER be using UHAUL after my frustrating experience and their utter disregard for customer service last week:

I reserved a truck 1.5 months in advance. A few days before my move I received an email stating that the truck size I requested (17-foot) might not be available at my chosen time or location and that I may have to change my move time and pickup location. I called the regional office and spent a half hour on hold before finally reaching a person. I told her I'd be willing to downgrade to a smaller truck (14-foot) if she could guarantee the smaller truck would be available at my chosen time and location. She said there were more of the smaller trucks available and that I'd "not have a problem" getting one where and when I booked it. Based on this information, I had her change my reservation from a 17-foot to a 14-foot truck. I received a text message the afternoon before my move stating I'd have to change my pickup time from 8 a.m. to 1:30 p.m. and would have to drive to a different UHAUL location to get a 17-foot truck (remember, I had changed my reservation to a 14-footer). This was not acceptable because friends were coming the following morning to help move. I called the UHAUL customer service (misnomer) office again and this time waited on hold 45 minutes before I spoke with an agent, who promptly placed me on hold again without my consent for another 15 minutes. When an agent finally answered, she informed me that no trucks (17- or 14-foot) were available in my area (a metro area with several UHAUL locations) until the afternoon of my moving day. I told her this was unacceptable and asked her to pin down a truck for me. She finally did, and it was 50 miles away. I also requested a substantial discount for my time and hassle, an extra day and more mileage, all of which she agreed to. When I picked up my truck from the remote location, the computer database at the local office did not show the discount and extra day I negotiated, so I had to nicely but firmly explain the situation. They finally agreed to the discount but not the extra day. The truck itself was new, nice and well-maintained, and the move went smoothly. I dropped off my truck to the location I chose initially and deposited the keys because they were closed. I received a call that evening from a person asking when I planned to return the truck. I told him I had already returned it. As it turns out, UHAUL changed my dropoff location without informing me. No surprise there. I recommend avoiding this company unless you enjoy babysitting, hand-holding and have patience for incompetence and complete disregard for customers. As with most things in life, you get what you pay for.

Review: On Friday 8-8-2014, I rented a 40 ft. U-Haul from the Moving and Storage one way. and dropped it off at (007728).

The trip was over 1000 miles. I found near the end of my trip, that a tire had a 1/2 dollar hole in the side wall.They had mark the tire with a sticker for replacement, but never replaced it before they sent me an this long trip. Where I dropped off the U-Haul the agent saw it.

I felt they had endangered my life, with out me knowing and if anything would have happened they would have said that I was careless or was recklessly driving.

Thank GOD nothing happened.

I thought it was a bad mistake but next time someone could be killed and so Aug 24th. I called a Corporate number and was referred to [redacted] not knowing she is the person from the ([redacted]) rental store not Corporate.

She took the information and I sent her a picture of the bad tire, she said she would investigate and get back to me.

Aug. 3 I

I ask again to take care of this and get back to me.

Sept. 4

She ask what I wanted and I said, I didn't want this to happen and was very disappointed in U-haul and they could refund the charges for the rental.Then she said that ant going to happen but she would give me a $50.00 voucher. I said I considering get a hitch for my car and had ask them about the price but after this experience it might fall off. So no voucher.

Sept. 4

I talked to her Corporate office and spoke with [redacted] - Marketing ###-###-#### and she said she would find out about it and get back with me.

I sent her the entire e-mails and photos. She said, it takes some time to look at the history.

By Sept. 23rd.

She didn't get back to me so I had to call her back and she got mad and I got mad and she hung up on me.

Sept. 23

I called the CEO [redacted] Shoen cell ###-###-#### and sent him all the E-mails. He was to get back with me.

Again Aug 2nd.

He ask about the sticker on the tire? You write about a "sticker" that tagged the tire. Can you tell me more specifically what this was? I am not understanding what you are referencing. One of the parties has been on vacation and is expected back tomorrow (Friday). [redacted]

I said, just what [redacted] told me. I said: On the side of the truck where scratches and dings, they said they used little round stickers, is all I know. You can see the sticker in the picture on the tire? Its right on the piece that is hanging loose.

I certainly didn't put it there and after over 1000 miles it looks like it is starting to peal off.

Oct 9th. requested to here from him.

Now its Oct. 15th.

Enough is enough. Aug.29th. to Oct. 9th.

Please do remember if they let this outlet get away with this that means all of them coast to coast probably get away with maybe worse, when you see a U-Haul in a bad accident or any accident could it be because of negligence?Desired Settlement: Mainly to see no one else gets put in a serious situation. They may not be so lucky

Maybe they should pull the distribution point from the [redacted] Fl. outlet.

Business

Response:

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North Orlando Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and they were able to reach an amicable agreement. Mr. [redacted] also provided his call back number in case Mr. [redacted] had any further 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

Review: After signing a contract stating the distance I would be driving, the representative says I drove 100 miles over the contracted limit.

Extremely unprofessional, Saw management yelling and arguing with customers, was unwilling to address the issue with me. Obvious and blatant attempt to overcharge me.Desired Settlement: All charges refunded. personal apology from manager.

Business

Response:

July 11, 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 West TX, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She advised him she would be removing the additional charges on the Promissory Note off his 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:

[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,

I booked a truck online and was clear that I wanted the truck with extended mileage. I was quoted $369.50 on the phone which is what matched my rate online. I called because I was booking a truck and a trailer from 2 different locations and wanted to insure that it was all together. I was told the "hold" on my credit card would be $85 and I could either pay in cash or use my credit card upon return. I was told when I left my job site to pick up the truck that I would have to put the full rental value on my credit card or else no truck. I then called to cancel trailer because I have other options in Calgary and was told that u-haul could do something for me they should not have held the full amount. After 4 different call forwards and 2 rude people I was told by a manager "OMG are you really gonna try and tell me your whole story? We have other people on hold. Do you want the truck or not? We will call you back when we have time to chat." Very condescending very rude. I made a point of being pleasant and have now decided that I will take business elsewhere and use social media to tell others

I was quoted a rate over the phone to move from Va to SC and when I went to pick up my truck and trailer, it was a lot more than I was told. The young lady told me it was just an estimate the guy on the phone gave me and also he didn't put in enough miles. I was irate! Because not only did I take off work for this move, the Uhaul girl still held up almost 400 dollars on my card. I found that out the next day when I attempted to reserve a truck with another company. Bottom line, I took off work,wasn't able to get my furniture and my money was held up.

I put in a complaint to Uhaul and they told me someone would call me back. No one did yet so I called them and was told well we released your money so the case was closed. Wow! The intention for my complaint was to get to the bottom of the recording of the employee quoting me one thing and being charged way more.

I've used Uhaul plenty of times in the past and that estimating error has never happen. Whatever I was told on the phone is what the price was on pick up. The employee messed up.

Review: I booked a reservation for a moving vehicle for the day with Uhaul and was given a gaurantee as to where I would be picking up my vehicle. This was chosen so that it was near my storage and within walking distance of my home. After having the reservation for 2 weeks I was given a phone call the day before my move and was told I now have to pick my truck up almost 45 minutes from where I was told my truck would be. I live in Chicago Il and this is no small move from 5 min walk to a 45 minute drive west. So WHY THE GAURANTEE!??? I would have booked something else. So, Im on the phone with customer service asking why I have to do this and I am bombarded by incredibly rude and unhelpful people...telling me "Its too bad", "They can't help me", pretty much telling me to take it or leave it! Then I finally give up after being yelled at like a child and asked then for them to lessen my charge or not to charge me a fuel charge seeing as now I have to drive incredibly far out of my orignal destination path. Again, rudely denied. MIND YOU THIS IS THREE SERPERATE AGENTS TREATING ME THIS WAY WITH NO REMOSE OR CARE FOR THE PAYING CUSTOMER! I have never ever been so compelled to complain until I was treated this way. Uhaul has lost my business and I will be forwarding this message of this matter along to all of my friends, family and buisness personal NOT TO USE THIS SERVICE AGAIN! I am sorry that Uhaul finds it in its best interest not to work for but against their customer base and what I would say a contractual obligation. I hope the Revdex.com does some magic and makes them realize I WANT A CALL BACK! I WANT COMPENSATION AND AN APOLOGIE! FIX THIS PROBLEM!Desired Settlement: I would like it if Uhaul would reimburse me for the gas charge. I would like an apologie for the horrible way I was treated and the outright dismissal of my feelings. I want them to realize that what they did is not exceptable and that many people including myself will no longer deal with this sad excuse for customer service....read that one UHAUL "customer service"...serve me..the customer.

Business

Response:

September 10, 2012

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

Mr. [redacted], Senior Staff for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message requesting a return call to personally discuss her concerns and bring some closure to her unfortunate rental experience. In an effort to show we value Ms. [redacted] as a customer, Mr. [redacted] issued her a refund for the $50 Reservation Guarantee Fee.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Billing charge for excessive mileages. The Uhaul vehicle El4902H odometer display a malfunction mileage as 183454 or 183554 depend how you interpret it. The dial showed a 4 and 5. I assumed the vehicle has been documented of the damage odometer already. I drove it for 17 mileages refill for $10 gas. The gas I put in was more than the initial start gas meter. This vehicle inaccurate charges was called in to the store at 900am on Monday the following morning. No one at the UHaul wanted to verified the mileage or review it. Uhaul staff referred me to the customer service 800 number. Staff unable to do any review except manager. The manager would not be available till Thursday which is four days after I turn in the vehicle. The vehicle would continued to be rent out. I told the Uhaul customer service and Uhaul staff at the store that the discrepancy would change a the odometer would not be the same. It did not matter only manager can review it.This vehicle rental is a mileage scam. The mileage noted was the low ones on the contract when you turn in the vehicle the Uhaul tech would read the high mileages since the vehicle show both numbers. So I drove it only for 17 miles and yet I'm charge 117 miles. The next person would be subject to the scam if they didn't complaint that it had two possibility of mileage. I was naive and assume they had documented it already as with all the damages with truck. The lack of help at the Uhaul store showed they intent to renting it out as possible to let the mileage change. My fault for drop it off after hour. The mileage would have been disputed if I turn it in the morning to verified it with the staff. A mileage scam setting the odometer to read both numbers and charging the high mileage each time.Desired Settlement: Refund and review vehicle odometer if they don't believe my complaint.

Business

Response:

September 10, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern MN, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained she verified the odometer on the truck Mr. [redacted] rented and did not see any type of discrepancy. However, she explained if Mr. [redacted] could fax or email her a copy of the fuel receipt, she would be happy to verify the miles traveled and consider a refund. Mr. [redacted] replied that he would email her the receipt 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

I reserved a uhaul for a moving day only to find they had given the truck I reserved to a long distance trip to FL when I complained to the company they were rude and the head person was suppose to call me the next day to apply a discount and guess what I recieved no call

Review: I purchased Uboxes through Uhaul to have my belongings transferred from [redacted]. My boxes were delivered on the 15th of May and the rep told me that she wasn't going to "move me into the boxes until the 17th as I had originally planned for. However, she insisted to deliver our boxes early simply because it was more convenient for her, her name is [redacted]. I went to stay in [redacted] with my family while my husband cleared the army, he later arrived after the Uboxes were picked up by [redacted], packed and ready to go. We needed to do basic maintenance on our vehicle before we traveled across the country. We were due to be on the road on May 22nd when the army released the travel funds so that we could afford to make the trip. The army released 1700.00 dollars 2 days prior to us leaving and the day that we needed to get our vehicle maintenance done. I check our bank on a regular basis, and when I did while the car was at the shop I noticed a charge for 1731.00. Our bank account was drained of the money that we needed to leave. My husband contacted Uhaul immediately to attempt to resolve the situation. We both spoke to [redacted] that day to find out that she "thought" she had spoken to me personally on the phone and got the go ahead to charge our card. [redacted] finally admitted that she had messed up and that she would get the problem fixed immediately with the bank. We were very polite and understanding as she promised to resolve the issue. We decided to call our bank, [redacted] and let them know what was going on because our bank account literally had a few cents to spare after their charge made. The rep with the bank let me know that Uhaul would have to provide on letterhead the charge information, my information, my bank card information, and reassurance that they made a mistake. When we let [redacted] know this it became a hassle for her because she said she didn't have access to a fax machine. For a whole week we went back and forth with Uhaul, it became very difficult to get into contact with the General Manager, or anyone at the store really. When [redacted], the General Manager would talk to us he talked to us on his cell phone where the phone calls weren't recorded. We told [redacted] the time that we did get to speak to him that we had to resort paying for things with our credit cards, credit cards that had just been recently paid off. [redacted] assured us that he would help pay out of pocket for our bills we had accumulated because of their mistake. Well, the Army still owed us more travel pay and we were praying that either Uhaul or the Army would put money into our account so we would no longer have to be a burdern to our family in [redacted] as we had over stayed our time there. We also had job interviews and a house set up to rent in [redacted], as well as military orders telling us to report to [redacted]. Finally the Army supplied the money we had been waiting for. We decided it had to be enough to make it to [redacted]. The morning we left I once again checked our bank account, Uhaul had taken an additional 1731.00 (the first refund had still not been done at this point), I was furious but knew my anger would get me no where. I simply called them and had to speak to the [redacted] number because I could get no one at the local store in [redacted]. Hours later I was transferred finally to someone in the Regional office named [redacted]l. [redacted]l worked hard to make sure the money was back in there by the next morning, but [redacted]l also assured me that [redacted], the General Manager would be in contact with me and we haven't heard one thing from him since. The 2nd day on the road I decided to call the Ubox number directly to make sure my stuff had been shipped, when I was told that it hadn't. It was still sitting in [redacted], but the rep told me that as it was a Saturday she would send a note to the local store to ship my things and contact me. I heard nothing from the local store, and had to contact them on Monday the day after we arrived to [redacted] as we had arrived late Sunday evening. (Please keep in mind that only one of the charges were reimbursed, not both). I spoke to many represenatives, and they told me that no payment had been received. I was so confused as a the last rep told me everything was fine and the money was there since they didn't refund the other charge. I had a job interview to go to and was not able to stay on the phone with the rep and told them I would call back. I called back the next day to speak with someone, and was eventually transferred to [redacted] once again where she as well told me that the funds were not there. I called the bank and they let me know that the funds had just been returned that morning, almost 2 weeks later. Just wanting my valuables to be shipped as they were sitting in the heat of [redacted] for almost 3 weeks by this point, I called [redacted] again and told her to take the payment because I wanted my things. I told her I didn't understand why I had to pay since her GM said that we would be compensated some how, and yet I could not reach him any time that I tried. She jumbled her words and said "Well, I thought he said something about paying for your hotels". That is the last I spoke to Uhaul before today, I called to see if I could track my things and was told no, which is fine I do know they go through a third party to ship the Uboxes but I asked the rep if I could speak to someone higher than the regional office simply because I was getting no where with them. She told me I couldn't and that she would try calling the local store. Our phone call was somehow disconnected and I haven't heard back from them. At this point, I am furious but trying to stay patient. I have been nothing but kind to these people, but receive nothing in return? Just that I must be understanding that they took well over the amount needed for the Uboxes and drained my bank account and everything is just supposed to be okay, and I should understand. I decided today that I can no longer attempt to handle the sittuation alone and that is why I decided to contact Revdex.com. Thank you for your time.Desired Settlement: We would like to be compensated for the hardship Uhaul put us through. As my husband just got out of the military, finances are tight and Uhaul has seemed less than caring. I never look for handouts from anyone, but a company that just thinks it is acceptable for their customer to go without means of providing for their family because of their mistake is unsettling. They have seemed to brush the issue off since our stuff has been shipped, but still managed to send an email reminding us that we will have to pay our rent on the 17th. Our credit cards are now maxed out, both mine and my husbands since we had to purchase gas, groceries/food, dog food, etc. during our travels and the time at our families, and it has really put us in a financial bind.

Business

Response:

June 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our GM of our U-Haul Moving and Storage of [redacted] followed up on the information Mrs. [redacted]provided. He informed our office he contacted Mrs. [redacted]to advise her that the U-Boxes had been shipped and to hold on to all invoices and receipts for their extended hotel stays due to the delay. Later in the day he attempted to speak to Mrs. [redacted]to discuss a reimbursement but reached her voice mail. He left a message requesting a return call.

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: Rented trailer what was not road worthy and was pulled over with expired / Stolen Plates which led to fines

We rented a uhaul from you which was supposed to be road ready however we were pulled over due to what the police said were stolen tags. We received subsequent fines equaling 250 dollars because of the bad tags along with a search of the trailer and a lengthy traffic stop. Spoke with a [redacted] from Uhaul who laughed it off. Told me pretty much too bad. Basically the truck is in [redacted] name and [redacted] rented the trailer and was supposed to drive however the trailer was loaded none front heavy which cuase the trailer to sway periodically. We had no way to redisperse the weight so I [redacted] Drove my 50,000 dollar truck because [redacted] didn't feel comfortable doing so. Problem is I don't have a valid license in my state which I was sited for aswell as not having proper documentation of insurance I had just renewed several weeks prior. Would appreciate a refund of money and my tickets paid for. Number is [redacted] if you would like further detail.Desired Settlement: I want full compensation for Rental of 125 dollars and 250 for tickets we would have never received had the tags on the trailer be valid. Paid for a usable working road ready trailer which we did not recieve

Business

Response:

Thank you for your concern for our customer 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 offered her apology for the mix up with the licensing on the U-Haul trailer. She also advised him she would pay for the ticket they received on the trailer.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did speak with the lady from Uhaul and she did not offer to pay for my tickets. Please do have them provide a receipt of payment because I have not received anything. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of[redacted], reviewed the information Mr. [redacted] provided. She reiterated that she advised Mr. [redacted] we would be responsible for any tickets received on the U-Haul trailer, however, a ticket for no valid drivers license or current insurance on their personal vehicle is not the responsibility of U-Haul and we will not pay those fines.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,[redacted]Executive AssistantU-Haul International

Review: On April 17th, I contacted uHaul via the [redacted] number on their website. I inquired about reserving a 14 foot truck for April 25th. The agent I spoke with said it would not be an issue, and requested that I make my reservation online. I did, and April 24th, I received a phone call voicemail message stating that there was no 14 foot trucks available. They said the only truck they had available was a 26 foot truck. This will cost significantly more in gas, as it is so much larger. They said I could pick up a 20 foot uHaul instead at a later time during the 25th and at a different location (over an hour and a half from where I wanted to pick the truck up. They're website states:

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.

We called to receive our 50$, or rather 50$ taken off our uHaul charge, but were immediately informed that we did not qualify. The agent could not (or would not) tell us why, but refused. We called back again, and another agent said she had done the credit, but when we called later in the day to confirm the total price, were informed it had not been done. This agent was not only rude, but verbally abusive, refusing to give us their name. They refused to put the credit on.Desired Settlement: We would like our 50$ refund, as the site clearly states.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $50 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

Review: I am making a long-distance move and reserved a 17' Uhaul truck and car carrier. I called the national number multiple times to confirm my reservation for the truck, carrier and all necessary insurance, verify the total cost and to explain my employer would be paying for the reservation directly. My employer contacted Uhaul, both the national and local #'s, numerous times in an attempt to pay for the reservation. She was told that the Elmsford, NY location didn't have my reservation, when she called the national number she was told I had 8 different reservations and I would have to straighten things out before she could make the payment. When I called to straighten things out I was told that I only had two reservations but that everything would be taken care of and was assured that my order was correct and the payment could be processed. I was scheduled to pick up the Uhaul on 4/20/14 at the White Plains, NY location and to pick up to car carrier on 4/21/14 at the same location.

I received a phone call one day before my scheduled pick-up date from the regional office in Newburgh, NY. I was told that I would have to go to Stamford, CT to pick up the truck and to Mount Kisco, NY to pick up the car carrier. I was never told in the numerous times I spoke to representatives about reservations that it would ever be a possibility that I would have to travel such a long distance to pick up the equipment. I asked the representative [redacted] at the Newburgh, NY office to put her supervisor on the phone to see if the supervisor could assist in getting the equipment to the White Plains location. I was assured that the supervisor, whose name is [redacted], would call me back.

A received an email (not a phone call) from [redacted] this afternoon stating that the equipment was not available at the White Plains location and that all she could do was offer a 26' truck for no additional cost or a 20' truck the day after I was scheduled to pick up the 17'. Her email also referenced the fact that the insurance was not paid for on my reservation. The email felt like a clear attempt to avoid speaking with me in person about my reservation and offered completely unrealistic "alternatives," as there is no way we could drive a 26' truck with a car carrier ourselves and we had already made specific reservations for a moving company to load our things on the day we are supposed to pick the truck up, so obviously we cannot push our move out another day to wait for the 20' truck.

After receiving the email, I called the Newburgh office to speak to [redacted] to clarify her statement that my insurance was not paid for. A representative named [redacted] answered the phone. I explained the situation to him and my frustration that [redacted] did not call me as had been promised and merely sent an email which did not resolve any of the issues. I also informed him that on top of the issues with the pick up locations, I was now being told that my insurance wasn't paid for. I asked to speak with [redacted] directly multiple times. [redacted] stated that [redacted] was "on another phone call" and that he "wasn't sure when she would be off the phone" and when I stated several times that I would hold it didn't matter how long it took, he insisted that he was going to have to get off the phone with me and that I couldn't hold. I stated to him that it felt like [redacted] was "screening" my calls and I had very little faith she would call me back after how she addressed my issue earlier. Basically, I was told there was no way I could speak with Hope, that I was going to have to pay for my insurance myself unless I could get my employer on the phone today (a Saturday when the firm is clearly closed), and that there was absolutely nothing that could be done about getting the equipment to the correct location or compensating me by at least adding on the insurance at no cost based on the fact that it was completely the fault of Uhaul for not including the insurance costs in the final total that my employer paid for (I had been assured numerous times when making my reservations that the insurance was definitely included in my reservation and in the final costs).

NEVER ONCE did the representative [redacted] offer an apology for what a complete mess this entire reservation had turned into (even after I literally told him that I understood what he was explaining to me but my main frustration at that point was stemming from the fact that everyone was acting utterly and completely rude and unapologetic and that [redacted] was blatantly avoiding speaking with me over the phone). I have never experienced such horrendous customer service or had a reservation with any company where so many errors were made at so many different levels. My reservation totaled almost $1,300. If I was not in a situation where I had no other option but to utilize your company because our move is set in stone, I would cancel my reservation without hesitation and never book anything through Uhaul again. I will also make sure to share with others my horrific experience with your company.Desired Settlement: I would like to be reimbursed for the full or partial costs of my reservation and would like someone to speak to the supervisor, [redacted] Conely, and the representative [redacted] at the Newburgh, NY office about their interaction with clients.

Business

Response:

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, followed up on the information Ms. [redacted] provided. She informed our office they honored the $50 Reservation Guarantee for both pieces of rental equipment due to the fact each piece of equipment had to be secured from an alternate pick up location. $100 was issued back to the [redacted] account ending in [redacted] and should post on Ms. [redacted]’s next credit card statement.

As we value Ms. [redacted] as a customer, Ms. [redacted] also 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, 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

Review: My husband and I recently moved from Provo, UT to Washington, DC (where we lived for 2 months) and then to Charlottesville, VA. We rented a U-box (order #93399334) to store most of our belongings for 2 months and then to meet us in VA. Our apartment in VA was going to be available for us to move in on August 16, 2014. My husband was starting law school on Monday the 18th and wanted a few more days to unpack and get settled so we pushed for an earlier move-in date and were told we could move in on August 14th instead. Several weeks before this date, we called the U-haul in Provo and arranged for our U-box to be delivered by the 14th. We were told that it would be delivered no later than August 14th at noon. Our plan was to drive from DC and to pick up the U-box on our way to our new place, around 2 pm on the 14th. As we were getting close, we called Store-it-Right Spotswood in Ruckersville, VA, where our U-box was going to be delivered and they said that the U-box had not been delivered and that they didn't know when it would arrive but they would let us know when it did. So we went to our apartment and sat around with the few belongings that we had, waiting for the U-box to arrive so that we could start unpacking. By the close of business on the 14th the U-box had not arrived so we ended the day frustrated by the wasted time and hoping to unpack most of our stuff on Friday. Friday was another wasted day and was spent on the phone with Store-it-Right Spotswood and with U-haul customer service. Every U-haul employee I talked to seemed very confused about our situation and about where the U-box was. I talked to one person who told me it would arrive Friday evening, and 10 minutes later another U-haul employee told me it was still hours away in Iowa. It finally did arrive Friday evening but the pick-up location was closed so we weren't able to pick it up until Saturday the 16th at 10 am (the 16th also happened to be my birthday, and we had hoped to be done unloading and unpacking by then...but by this point my birthday was the least of my worries). So we wasted two days that could and should have been spent unpacking, we weren't able to have the help unloading the U-box that we had originally planned on so my husband and I did it ourselves while we also tried to keep our 2-year-old and 4-month-old occupied, and my husband was not able to start law school at the top of his game because he was worried about me at home with the kids amidst a sea of boxes and had to spend the first several evenings unpacking instead of studying. We paid a lot of money to have our stuff shipped to VA and we chose to use U-haul, a well-respected and trusted company, to get the job done because we thought we would be able to expect a high quality of service. However, U-haul fell far short of our expectations. A few days after all of this happened I called U-haul, hoping to receive some compensation for our poor experience. The employee said he could offer me a $50 voucher...which would be a 2.5% discount. I told him that a 2.5% discount was far less than I felt the situation warranted, and he told me that he would have a manager call me to discuss the situation within three days. This employee even reassured me that I would be called within three days including weekends, rather than three business days, but I was never called. While I do appreciate that our stuff finally arrived, and I know that transporting it cross country is not easy and that things can happen to cause delays, we were guaranteed that the box would arrive on the 14th and I believe we should be compensated for the inconvenience such a delay caused us.Desired Settlement: I am seeking a refund of at least 25% ($452.50) of the cost of shipping the U-box (not the cost of storing it, which they did just fine) to cover a broken guarantee, our inconvenience, and an overall lack of customer service.

Business

Response:

September 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Utah Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for any wrong communications regarding her U-Box transaction. He also explained our shipping guarantee arrival date and agreed to her request for settlement. The refund for $452.50 was issued back to her [redacted] 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