J.R.J. Tara Corporation

Review: My family and I rented a Uhaul from them on a Saturday night around 6:30pm. We were all helping move our mom's stuff to a storage locker and had used it for multiple trips. The rate for the Uhaul was quoted around $100 ($40 per day rental, the rest is a charge for gas and mileage). In order to keep it for just one day we returned it on time (returned at 5:30 pm on Sunday, so we had it for less than 24 hours). We put gas in the Uhaul to make sure that the gauge was at the same place as it was when we picked it up. The next day we got a call informing us that we were now being charged $342 because it was returned to the wrong location (a mistake on our part, we informed one of our siblings to return it there, but they assumed that you can return any uhaul to any location). We also received charges because they claimed that the gas tank was empty and the truck was filthy. I am disputing both of those claims. The truck could not have been filthy, it was cleaned out, however, we did leave a rake and a dolly in there, but we would gladly have come to pick them up and it is hardly worth a $200 charge for them to take them out. We also would have gladly just paid for another day (just another $40) so that we could go and pick the truck up and drive it to the right location (just 15 miles away, hardly any gas or mileage!). We also had paperwork that showed exactly where the gas gauge was and filled it to the same spot. I believe that this company is lying and is behaving unethically to collect more money.Desired Settlement: I request that we be refunded the extra charges that were blatantly unfair and unethical. I am more than willing to pay for the charge of the extra day and mileage that we would spend to drive the truck to the correct location, however, it is completely unfair and should be illegal what they are doing.

Business

Response:

April 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]. We show the name listed on the rental contract is actually [redacted], our Executive Assistant for our [redacted] NW Regional Office located in [redacted], followed up on the information Ms. [redacted] provided. She sent an email to Mr. [redacted] explaining the reason the charges were made is clearly stated on their rental contract which is "I understand that this equipment must be returned to the same U-Haul location where it was rented. I understand that the minimum rental charge for equipment returned to a different location is twice the amount of the current one way rate from this U-Haul location to the actual drop-off location." Ms. [redacted] went on to relay that it has cost U-Haul approximately $75 to get the equipment back to its original location and upon doing calculations for their rental, the breakdown is as follows:Truck rental (includes day use, mileage and Safemove Protection) = $67.56Recovery Fee = $75.00Total charges = $142.56Ms. [redacted] stated in her email that she can refund $200.39 to their credit card upon verification from Mr. [redacted] and included her telephone number and email address for contact back.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: Called U Haul to rent a moving truck and was called by Anchor Storage a while later since it was the closest U Haul contractor. Had to use bank card while talking to U Haul to hold the truck and was told my card would not be charged and that I would have the truck for a period of 24 hours. At Anchor Storage I was asked for a card but preferred using cash. I was told if I used cash there would be $150 deposit and upon returning the truck, my fee would be deducted from the deposit and I would receive the remainder. The estimated fee was $84.59. I left with the truck shortly after 2 pm. I moved until 5 am and returned the truck shortly after 2 pm the next day for a total of 24 hours which I was promised. Not only did Anchor Storage keep the entire $150 but 4 days later charged my card $85.64 for a grand total of $235.64, basically triple the amount I should have paid. They created reasons stating I was late and should have had the truck back by 9 am for another customer. I was charged triple for them double booking a truck and so they swindled me to get all they could. When I contacted the company the man said he told me about the 9 am appointment but contradicted himself in the message. So either I was charged for a company booking mistake or they are engaging in shady and very unethical business practices. I contacted the company to resolve the issue and the man defends charging me triple when the only thing I was responsible for was my fee and a small amount of gas.Desired Settlement: I would like the $85.64 that was charged to my card and at least $50 of the $150 since my estimate was $84.59 and I barely used any gas. I also hope to prevent this from happening to other hard working citizens who struggle daily and can't afford to be ripped off by greedy companies.

Consumer

Response:

Yes they were paid. I was charged triple the amount that I was supposed to pay.

Business

Response:

At approximately 10:54am on 2/27/15 the customer's reservation was downloaded to my location (see attached reservation document). His reservation was for 12 hours, picking up at 12:00pm on 2/27/2015 and dropping off at 12:00am 2/28/2015 (see attached reservation document). We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to 24 hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified). When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time. The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page). The customer is correct about the time that he brought the truck back... for some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back. Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available. As far as I'm concerned he can have all his money back. He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul). We have contacted our U-Haul Area Field Manager who has the power to refund his money. It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here). He also did not refuel the truck and was charged 3.50 per gallon for the fuel that he used, as stated would happen on the contract. The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract).

Business

Response:

March 31, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a total refund for $121.92 was issued to Mr. [redacted] on March 9, 2015. A refund for $85.64 was issued back to his [redacted] Card account and should post on his next credit card statement. A refund check for $36.28 was also issued and should have already been received by Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: On April 28, 2015 I rented a truck and trailer from U-HAUL and originally scheduled for my pick up to be from Clovis, NM to Albuquerque, NM. I then called the 1800 number to change this reservation from picking up in Clovis, NM to be picking up in Artesia, NM (as this was closer to my home I was moving from) to Albuquerque, NM. When I purchased the rental the gentleman, [redacted] informed me I was allowed 4 days for the rental and was to return it on May 2, 2015. On May 2, 2015 I tried to return my rental to the Rio Rancho, NM location. The associate there informed me that if I dropped off the rental there instead of one in Albuquerque, NM that I would be charged an additional $250 non correct drop off fee. The location in Albuquerque, NM was already closed so the associate told me I could drop the rental keys and rental contract in the after-hours drop box and I would not be charged additional days. On the morning of May 4, 2015 I noticed that an additional charge of $379.63 was charged to my credit card. I immediately called the 1-800 U-Haul number and was told I was being charged for additional days. I informed them I dropped off the rental on the correct date but it was after hours. They said that they would need to look into the matter and have a manager call us back within 3-5 business days if there was an error on their end. HOWEVER, because this fraudulent charge has been made on my account, my bank account balance has become negative. So since we just moved to our new house we are unable to purchase groceries, gas, utilities, and we are also unable to take our very sick cat (who became sick during the move) to the vet due to the fraudulent charge making my account negative.Desired Settlement: Full refund for the fraudulent charge on my credit card. Plus possibly a free rental at another date due to the hassle of not being able to access any of our money due to their error. Also employees need to be better trained to where this does not happen to another customer again!!

Business

Response:

May 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our New Mexico Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr [redacted] I will refund the extra days and miles that were alowed on the contract, but you signed the contract to go from Artesia to Clovis and you dropped off in Albuquerque. So I am not understanding your dispute on the wrong destination charge. Thank you [redacted] ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

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.

Here is the response that I have sent Mr. [redacted] on 5/5/15:Mr. [redacted], thank you for your understanding. When I first ordered the equipment, I called the 1-800 # I told the lady in the phone that I was going to pickup in Clovis and drop off in Albuquerque. Then I called back and let them know that I was going to pickup in Artesia, because it was closer to lovington than Clovis and drop off in Albuquerque. I looked up on your website and it says destination is in Albuquerque. I will attach a screenshot. Then when we got to where our house is, we tried to drop it off in Rio Rancho, but when we got there the gentleman told us that we needed to drop off in Albuquerque or he would have to charge us a wrong drop off fee. Then we asked him if we could drop off at any of the places in Albuquerque, and the closest one was closed and he said that if they were closed then we could drop off and leave the keys and contract in the drop box and not get charged extra days. The pickup date was 4/29 and the drop off was 5/2. So that's what we did. I understand and don't mind about the mileage and paying the overage, but I don't feel that I should have to pay for any extra days or a wrong drop off fee. I took all the advise that the other Uhaul reps were giving me. Thank you, [redacted]

Further more, I have NOT received any response from but I did receive a refund in the amount of 122.00 to my bank account 5 days after it was emptied because of a lack of communication between all Uhaul representatives that I have spoken with. With that being said, I am even MORE dissatisfied by not getting any phone call or email response from anyone at Uhaul Corp. since 5/5/15 (now it's 5/8/15). I will stand by my complaint and never use this company again if this is what they stand by, not wanting to hear what their customers have to say or really hearing their complaints and doing what ever it takes to understand what the problem is. I run my own business and if I treated my customers the same way, I would be put out of business very quickly. I thank the Revdex.com for all of their support and help in this matter but Uhaul is going down in my book as a company that will leave you high and dry without any response as to why they want to over charge you and not be willing to work with you.Regards,

Review: I was interested in renting two U-Haul Uboxes as part of my DITY move; naturally, I called to inquire about a military discount. I was told by the customer service representative that there was a 10% discount that would be applied to the account. U-Haul advertises no hidden fees and that everything is explained up front. The customer service representative said all I needed to do was go to the store and show them my military ID. When I arrived at the store, none of the employees knew what I was talking about and someone said I would need to speak with the General Manager, [redacted]. I called the General Manager; she was uncooperative and said shed have to check into it. At that point, I contacted the U-Haul customer service center and was directed to [redacted]. When I spoke with [redacted] she said she would need to speak with her headquarter, in Arizona, an entire three hours behind the time zone Im located in. I was willing to cooperate. [redacted] contacted me the next day to let me know that I would receive the military discount on my bill but she was not sure how much. Out of curiosity, I called [redacted] and she told me that the discount had been applied to my account; there was no need to come in to the store. The entire discount was $12.00 because the discount is only applied to the rental of the Ubox itself, which is $60.00, due to the fact that I rented two boxes; I received a discount for both. Were it not for the fact that I had to leave for my next duty station, I would have returned the boxes and gone with PODS. U-haul did not disclose any of this information up front as they stated and they said whatever was necessary to get me to rent from them.Desired Settlement: I would like the 10% discount to be applied to the total amount of my bill $3100 due to the fact that U-haul did not disclose how they would apply the discount nor is it available for review on the website.

Business

Response:

September 10, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern Georgia, followed up on the information Mr. [redacted] provided. She informed our office she attempted to speak to Mr. [redacted] but reached his answering machine and left a message requesting a return call. She needs to obtain additional information and is willing to offer a discount plus she mentioned they would like to keep Mr. [redacted] as a customer. Ms. [redacted] hopes to hear back from Mr. [redacted] soon.

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

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: 11/11/12, I called the main # for U-Haul ([redacted] and booked an enclosed trailer and motorcycle kit to transport a motorcycle from an auction house in suburban Atlanta back to our home in suburban Dayton, OH. I initially wanted to rent a motorcycle trailer, but the that I spoke with on the phone advised that they had no such thing, but they could offer me an enclosed trailer AND a kit that that attaches to the floor to accomodate a motorcycle. The was acceptable. The best thing about this, is that both were avalable at a location just up the street from the auction house (4000 block of Roswell Rd, Atlanta, GA). I asked her 3 times to confirm that the above was what I was getting, and that this location had all of the required equipment, and was repeatedly told that this was the case. I asked if this included all necc straps and securing equipment, and was again told yes. I booked the rental for 11/12/12, and was to pick up that Monday morning.

Now, monday morning arrives and we head to the uhaul location to pick up the enclosed trailer and motorcycle kit. When we arrive to the assigned location and asked for our pickup, not only did the location not have that size enclosed trailer, they didn't have the motorcycle adapter and straps. Frankly, the guy said he had only ever seen this adapter 1 time in the past. Needless to say, I was furious. We had a 9 hour drive ahead of us, and no trailer to get the bike home with. This gentleman did find me an open trailer, but it was ~15 miles away (In atlanta traffic during morning rush), but that was the closest there was. He update dour reservation, gave us directions and we were on our way to pick this up. The location there was friendly and accomodating, and got us hooked up and ready to role - but without this motorcycle kit, we had no straps, etc. We had to still find means to secure the bike.

We did finally find adequate strapping and headed back to the auciton house. At this point, the mis-guidance by the main reservation # has cost us an enclosed trailer and over 2 hours out of our day and we continue to lose sunlight.

After getting home around 11p and dropping off the trailer, I called uhaul on Tuesday morning to lodge a complaint. Fortunately, the 800 # indicates that they record all conversations for quality control, so I asked them to review the tape, and the promises made. I called to requiest this on 11/13/12 at 11:40a. I was given a case #[redacted] by [redacted]. He indicated that this would be escalated to upper management and that they would call within 24-72 hours. He did say that it would be closer to the 72 since they had to pull tapes.

It is now 11/23 (10 days, or 240 hours later), and I have yet to hear any response.Desired Settlement: At this point, I would like the $150 for the trailer rental refunded, as well as $35 reimbursement for cost of straps. This transaction could have been so much smoother had promises not been made that could not be met, or that those promises had been met as protrayed.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], a Senior

Customer Service Agent, followed up on the information Mr. [redacted]

provided. He left a message for Mr. [redacted] requesting a return call.

He would like the opportunity to offer his apology for the

inconvenience Mr. [redacted] experienced and offer a resolution. In order

to refund for the straps, Mr. [redacted] will need the receipt. He hopes

to hear back from Mr. [redacted] soon and can be reached 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,

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 no longer have the receipts for said straps. At this point, i'm willing to waive the cost of the straps if the business refunds the cost of the rental.

Regarding the message from U-Haul, as of date of this incident being filed, no messages had been received. Since filing this message, an incomprehensible message was left, but subsequently deleted as I was not able to understand the caller.

Regards,

Business

Response:

December 11, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Mr. [redacted], a Senior

Customer Service Agent, reviewed the information Mr. [redacted] relayed.

He issued a refund for the $50.00 Reservation Guarantee Fee back to

Mr. [redacted]'s Visa account. The credit should post on his next credit

card statement. Because Mr. [redacted] was unable to produce a receipt for

the straps, Mr. [redacted] explained he was unable to issue a

reimbursement for that expense. As we value Mr. [redacted] as

a customer, Mr. [redacted] also sent him a $50 VIP Certificate that can

be used toward a future purchase or rental on the many products and

services U-Haul has to offer.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

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: General Manager (GM) refuses to refund monies. Reneged on deal made per complaint. Gate was broken on July 8, 2012 which did not allow movers to unload items into storage unit. Called in complaint July 8, 2012 when incident occurred . Told by rep to keep truck until incident was resolved by corporate. Truck was left on lot for the entire time dispute was being reviewed by corporate. GM called me on Wednesday, July 11, 2012 to resolve issue. The agreement was made to give (1) free storage unit to reimburse for unloading of Movers. Not be charged from July 8- July 11, 2012 for the truck sitting and complaint was being reviewed.Only be charged for the one storage unit and gas for the truck that was used in moving. On July 11, all items were moved rom truck and put into second unit and gas was put into truck and turned over to GM as was agreed. After that GM charged my account again for 76.17. Now GM is attempting to charge me for days complaint was being reviewed by corporate plus free storage unit given as reimbursement because Movers could not unload on July 8. I have GM on recording admitting to deal and agreeing to refund of $100.54.

Product_Or_Service: Rental space and truck

Order_Number: [redacted]

Account_Number: n/aDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to maintain the two storage spaces and the refund of $100.54 as promised.

Business

Response:

July 31, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, followed up on the information Ms. [redacted] provided. She informed our office that our GM of our U-Haul Center accommodated Ms. [redacted] by allowing an extra day with the U-Haul truck and also providing one month free storage. Ms. [redacted] was contacted and advised that no further refunds would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

The last response I received from the GM of the location states that my storage would be locked out on September 13, 2012. Not that I would get one free month as promised. He continues to change the terms of the agreement. So, I need to make sure we are on the same page with the one free storage unit and the one month free of the main storage unit as promised. I am also awaiting my refund of $100.54 or for it to be applied to storage unit. Please confirm.

Business

Response:

September 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, reviewed the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email in response to her most recent comments. Ms. [redacted] relayed that Ms. [redacted] was given a free month of storage on each unit and reiterated that she was authorized one extra day with the truck at no charge. No further refunds will be issued. Ms. [redacted] also explained that at this time U-Haul has chosen not to renew Ms. [redacted]'s storage contract and she was issued an eviction notice in August. Ms. [redacted] was given a date to have her items removed from storage.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have made reservations through uhaul.com for a large truck (26') for moving. When calling the facility, they tell me that they only rent 10' and suggest for me to talk to their regional dispatch. When calling them, they have no understanding at all for my need and tell me that they have no trucks at all available in the area, but that they will give me a $50 compensation. Well, $50 will not help me much with my moving issue, so I continue challenging the dispatcher. After a LOOOOONG discussion, he finds a 20' truck in the area for the required time. I have no option than to settle for that, even though that is not going to help me with the issue of moving my larger furniture. I will now have to get another mover to move the large furniture and I will have to move the smaller items, leading to lots of extra expenses.Desired Settlement: I want a refund of the total amount of my U-Haul rental to compensate for the extra expense I have incurred through no fault of my own. I expect that to be around $300.

Business

Response:

July 5, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email requesting copies of his receipts for the additional expenses he incurred for further review and consideration. He hopes to hear from Mr. [redacted] soon.

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 business is requesting receipt for additional expenses incurred, but I am unable to provide that. I can also not see how that is relevant since I am requesting a refund on my uhaul rental fee.

Regards,

Business

Response:

August 22, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern Virginia, reviewed the information Mr. [redacted] provided. He provided us with a summary of Mr. [redacted]'s rental experience, which started with his reservation for a 26-foot truck. Due to an availability issue, we substituted with a 20-foot truck. A refund for the $50.00 Reservation Guarantee Fee was offered due to having to substitute the size of equipment, however, Mr. [redacted] declined the refund. Mr. [redacted] relayed that Mr. [redacted] accepted the truck and used it to move his belongings. Mr. [redacted] stated he incurred additional expenses because he did not get the 26-foot truck. Mr. [redacted] expressed that the focal point on this issue is the additional expenses. He requested receipts for the additional expenses but Mr. [redacted] responded that he could not provided receipts. Mr. [redacted] concluded that a refund for the actual U-Haul rental was not warranted and would not be issued.

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: My complaint is against the U Haul Moving & Storage Corporate Headquarters of Arizona and its affiliate location here [redacted], Maryland (4301 Pulaski Hwy Balto., MD 21224)Complaint - Failure to secure their CASH Receipts in transportation between the Baltimore and Corporate Headquarters in Arizona; thereby resulting in a lost payment (in the form of personal checks) received from customers on the weekend of October 27th, 2012. This lost payment resulted in my being charged late and delinquent fees by U Haul and a $35.00 "stop check charge" at my local bank to stop payment on this lost check. Obviously, the carrier used to transport their cash receipts between the two locations was not bonded or my payment would have been insured and protected.In good faith on 10/27/2012, I had made my payment early (due by 11/10/2012) at the location here [redacted]. As a matter of fact, I have always made my payments, for my storage unit, early. On 12/11/2012, I was denied access to my storage unit because of the lost payment from 10/27/2012. To settle the matter, I offered to re-pay the November rental charge with my debit card, which I did. The next day, I went to my local bank to stop payment on the lost check and they charged me $35.00. I would like to be refunded this $35.00 from U Haul because it was not my fault that the check was lost. To this day, I still do not know where my check went. Customer Receipt No. [redacted] Rental payment for November 2012 Amount $74.95 personal check# [redacted] Signed by Shawn Porter dated 10/27/2012 Customer Receipt No. [redacted] Rental payment for December 2012 Amount $74.95 Cash Signed by Tracy dated 12/02/2012 Customer Receipt No. [redacted] Rental payment for November 2012 (lost check #[redacted]) Amount $74.95 Bank debit card Signed by Clermont dated 12/11/2012

Product_Or_Service: Storage

Account_Number: Unit [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the $35.00 I paid for the stop check, charged by my bank ([redacted]) and I would like for U Haul to drop any and all late fees and delinquent fees charged against my account for this transaction. I would also like to have full access to my storage unit# [redacted] ASAP.

Business

Response:

January 3, 2013

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

Ms. Vicki Powell, our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Mr. [redacted]provided. She advised our office that after further research and discussion with our GM of our U-Haul Moving and Storage at Pulaski Hwy, they concluded that Mr. [redacted]was given a month of free storage to help offset the inconvenience he experienced. Although Mr. [redacted]never sent in a statement verifying he paid for the stop payment as requested, Ms. Powell explained they would go ahead and issue him a refund for the $35 stop payment 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: UPON SIGNING A RENTAL AGREEMENT ON SUNDAY, MARCH 10, 2013, I ASKED THE REPRESENTATIVE WHO ASSISTED ME IF THERE WOULD BE A HOLD PLACED ON MY ACCOUNT WHEN USING MY DEBIT CARD. I WAS INFORMED THAT THERE WOULDN'T BE. I STRESSED THAT SOME COMPANIES PLACE HOLD OF UP TO $100.00 FOR TRANSACTIONS THAT ARE ONLY $20, AND AGAIN THE REPRESENTATIVE ASSURED ME THAT THER WOULDN'T BE A HOLD PLACE ON MY CARD, AS LONG AS I RAN IT AS CREDIT. I DID JUST THAT. AFTER RETURNING EQUIPMENT THAT I RENTED, I RECEIVED 2 NON SUFFICIENT FUNDS FEES FROM MY BANK IN THE AMOUNT TOTALING $70.00. U-HAUL DID IN FACT PLACE A HOLD ON FUNDS FROM MY ACCOUNT CAUSING FINACIAL DISRUPTION IN MY ACCOUNT. ITEMS THAT WOULD OF NORMALLY CLEARED, DID NOT AND HAS SINCE CAUSED MY FINANCIAL COMPLICATIONS. MY COMPLAINT IS THAT THE REPRESENTATIVE PROVIDED ME WITH FALSE INFORMATION IN REGARDS TO THEIR BUSINESS PRACTICES AND HAS SUBSEQUENTLY CAUSED ME FINANCIAL SUFFERING.Desired Settlement: I DESIRE MONIES THAT WERE BEING HELD TO BE RETURNED SO THAT I CAN BETTER RECTIFY MY FINANCIAL PROBLEMS THAT I HAVE NOW BECAUSE OF THEIR FALSIFIED INFORMATION DURING A BUSINESS TRANSACTION.

Business

Response:

March 20, 2013

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

Mr. [redacted], our Field Manager for the U-haul Company of Western AZ, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and addressed her concerns. He relayed that she understood the rental charges applied.

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 the __Apr2013, I phoned and booked a rental truck for moving purposes in the town of Smiths Falls Ontario.On the 30Apr2013, I recived another confirmation email stating that I would have to drive to Perth Ontario to pick up my rental, but it would be available at 0930hrs. I contacted the local dealer whom denied the original confirmation, and was very rude and hung up. I called traffic whom advised that the truck would be available that the truck would be available in Perth for the 1st as booked. I checked with the dealer in Perth whom advised that there would not in fact be a truck available for the 1st of April, but I could check with them around 11am and see. I then called traffic back and spoke with [redacted], whom checked and called back to advise that the only truck that would be available would be in Almonte Ontario, which is about a 40 minute drive each way. This whole scenario is very disconcerting, as I booked in advance as I need to move from my present location on this day, had to take the day off work(small business owner), and booked friends whom also took the day off work to assist. I spent several hours trying to fix the issue which obviously took away from my workday. At time of this writing the issue was only rectified by taking time off work and driving to Almonte to pick up a truck and having to return it to Almonte the same day.sincerely[redacted].Desired Settlement: DesiredSettlementID: Refund

I would like a refund to cover the further inccured costs of having to take more time away from work, and the extra driving times

Business

Response:

May 2, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western Quebec, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and discussed his concerns. He also advised him of a refund in the amount of $87 for the extra traveling costs he incurred. Mr. [redacted] 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,

Executive Assistant

U-Haul International

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: I Reserved a Truck with U-haul to be picked up at their Location on North [redacted] in [redacted] - on Saturday 07/13/2013.

The price of the Truck was set at $29.95/day + $0.89/mile

The Truck was to be dropped off at the same location on Sunday 07/14

Without notice - the pickup location was moved to [redacted] - adding significant additional time - and mileage to the move. I complained - and asked that the truck either be arranged to be picked up in [redacted] - or that the mileage be covered by U-Haul for the Transit from [redacted] and Back. The company refused both - stating they were corporate and could not do anything.

At the last minute in one quick action they increased the price of my rental by 2-3X.

I want an apology and some attempt to remedy.

As it stands I am filing a complaint with the state's attorney general AND the city of [redacted] consumer protection bureau. I am also trying to source a truck elsewhere - even if at greater cost.

This is a HORRIBLE BusinessDesired Settlement: Make good on your promise to deliver the desired truck at the desired location

Business

Response:

July 18, 2013

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

[redacted] the Executive Assistant for our [redacted] Regional Office sent an e-mail to Mr. [redacted] today apologizing for his recent experience with our company. Ms. [redacted] also processed the $50 reservation guarantee to Mr. [redacted]'s [redacted] Card. The credit should appear on Mr. [redacted]'s 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 had to buy a 5000lbs ball for my trailer to haul on the back of my truck due to the regulations set by U-Haul. I purchased a 5000lb hitch ball at the Uhaul place as requested by the Uhaul supervisor. After purchase she told me that her employee will take my hitch and screw the newly bought ball on. And so, her employee did just that, took my hitch and newly brought 5K ball and attached it on in the back where I could not see it. The employee then bought the hitch and ball out and attached to the back of my truck, but did not install a cotter pin. I drove my truck and trailer home. the next morning, I drove to [redacted], 4 hours away from my residents. I gassed up twice and checked the ball (but not the bottom). When I got to my destination, I backed the trailer up to load my car, and the trailer remained stationary and backed into my truck, puncturing & scratching my trucks rear bumper. The wife of the person I brought my car from said", that doesn't look right", meaning the rear of the trailer. This prompted me to take a look and the trailer. The ball was stripped and the nut that the ball goes on, was completly off. This caused the ball to be disjointed, allowing the trailer to move back on the rear bumper of my truck. I immmediately took pictures and reported to Uhaul the same day. Uhaul's insurance company "repwest"denied my claim to repair my rear bumper due to me not selecting the right coverage. This was a blatant example of the employee not being properly trained, which will cause me major expenses.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Uhauls insurance company to pay for my expenses. I provided all estimates and pictures as required. I even gave the the witness phone numbers, which I do not know them personally.

Business

Response:

August 8, 2013

Thank you for your concern for our customer [redacted]

[redacted] the President in our [redacted] informed us [redacted] filed a claim for damages with our insurance carrier, [redacted]. [redacted] authorized payment for $780.61 on 7/19 and a check was mailed to [redacted] on 7/24.

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: Complaint also involves Billing and Delivery issues but I was only able to choose one.My daughter rented a Ubox storage and shipping box on May 28th. She finished loading it with her belongings and told Uhaul on June 13th it was ready to ship. It is supposed to arrive within about 8 days to her home in [redacted] We still have not received it. In addition the company is charging additional monthly storage fees and late fees. She and I have made many, many, many phone calls to the company and are repeatedly told we will get a call back.It is July 15th and we can not get her things back and we are being charged for additional storage.Desired Settlement: DesiredSettlementID: Refund

We would like her things to be returned. Definitely shouldn't be charged the storage fees and would like compensation for the shipping.

Business

Response:

*ugust 8, 2013

Thank you for your concern for our customers C[redacted].

[redacted]s the Executive *ssistant in our [redacted] advised us she has processed credits in the amounts of $167.53 for the storage fee and $300.00 towards the shipping fee. The credits should appear on [redacted]s 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 *ssistant

U-Haul International

Review: This complaint was filed already on 07/31/2013 Complaint ID # [redacted]

As of 08/21/2013 I have not received a refund from U-Haul as promised in their response to the Revdex.com.Desired Settlement: Refund of late payment charged to my CC.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent concerns to our office.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She informed our office the credit to his credit card was issued as well as a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She also sent him copies of the receipts for his records.

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: 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 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

Review: Claim #[redacted] against: [redacted] - Equipment TD 5134 J

We have tried unsuccessfully to resolve this situation thru the U-Haul claim process. The store manager, [redacted], closed the claim without ever returning our calls or discussing the incident with us. The complaint was supposedly escalated within the organization to a higher authority, but we have been sent in circles. We get a different story every time we call (at least 5 times at this point). We are put on hold, calls are dropped, and nobody ever gets back to us as promised.

We will pass on the mediocre customer service skills at this location. Our complaint pertains to a car tow dolly we rented there to go from Orlando to Denver Colorado. For starters, we were charged a $20.00 hook-up fee, which we should not have been charged, since we drove the car onto the tow dolly. The agent then proceeded to complete the hook-up. We checked the hook-up at every stop (roughly every 2 hours). In Zebulon, GA, upon making an unscheduled stop, we realized that the car had come off the rack, and was only holding onto the dolly by the 2 security chains. Had we not stopped then, this obviously would have caused a major accident. We have pictures of the car and tow dolly at this point. U-Haul roadside assistance was dispatched to hook-up the car/tow dolly again. Besides the potential of getting killed by a faulty hook-up, we suffered a 2-hour delay in our trip.Desired Settlement: At the minimum, we want to be refunded the $20.00 hook-up fee, considering that it was performed incorrectly and should not have been charged to begin with. We also expect monetary compensation, in the form of a 50% refund off the total amount paid. A company truly invested in customer care and satisfaction would know the fair amount to conceed, possibly even a full refund for unsatisfactory services.

While we were very lucky and caught the problem before a major accident occured, there was obviously either a training issue with the agent who performed the hook-up, or pure negligence, which needs to be addressed.

Business

Response:

October 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Orlando regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for any inconvenience he experienced. He assured Mr. [redacted] we did not charge him a $20 service fee to hook up the Tow Dolly. He also explained a refund for the rental was not warranted. Mr. [redacted] asked Mr. [redacted] to contact him back if he did have a separate $20 charge on his credit card for further investigation.

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.

After careful review of our receipt, we agree that we were not actually charged the $20.00 hook-up fee as we had been told. At this point, we realize that U-Haul is not going to do the right thing regarding the faulty hook-up. We also contacted their insurance company as instructed, but there is no claim, since there was no damage. I guess that we can just be grateful that we were not injured or worse. U-Haul obviously does not take customer security to heart, neither do they value customer satisfaction, and we will not do business with them in the future. Pictures attached.

Regards,