J.R.J. Tara Corporation

Review: I received a quote from U-Haul to have a hitch mounted on my vehicle at this location. I was informed that the parts would have to be special ordered, and an appointment could be made after the parts had arrived on site. One week later, approximately July 13th, 2012, I contacted the U-Haul office to inquire about the parts. After speaking with a staff member at this U-Haul office, I was informed that the parts were in and the appointment was made for July 17th, 2012 at 0900. I called prior to my arrival on the morning of the 17th, and I was informed that the vehicle would be ready to be worked on and would take approximately 4 hours. When I arrived, I was met by [redacted], whom was rude and unprofessional. However, my vehicle was signed in and I returned home to wait for a phone call that my vehicle was complete. Approximately an hour and a half later, [redacted] contacted me via phone to inform me that they were not prepared to work on my vehicle, as the parts had not arrived. I was treated with disrespect and informed numerous times by [redacted] that the problem was my fault, not hers. When my wife requested contact information to speak with a manager, [redacted] informed us that there was not management staff for this U-Haul location - then informed me that she was the manager. It was necessary for me to take the day off of work to transport my vehicle to the U-Haul office. I now have to take off more time, and have wasted vacation time. I spoke with U-Haul staff members at this location on more than one occasion about this appointment and was assured that the job could be completed. I now have an appointment to pick up a trailer on Thursday, and am unable to do so, because of U-Haul's inability to provide accurate consumer information. [redacted] is rude, and unprofessional. She should NOT be a general staff member, nor should she should be in a position of management as she claims to be. When I arrived to pick up my vehicle, [redacted], she gave the keys at me and didn't say a word.Desired Settlement: I request that management staff from UHaul contact me and explain the reason for this behavior from their staff members. I request compensation for the inconveniences this has caused. Not only did I miss a day of work, I had to use my saved vacation time, which was wasted. On top of that, I will have to pay fees to have my trailer stored until my vehicle is prepared to pick it up.

Business

Response:

July 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Tidewater located in Portsmouth, VA, followed up on the information Mr. [redacted] provided. She informed our office her GM spoke to Ms. [redacted] and offered his apology for the mix up in scheduling and also offered to reschedule the appointment. Ms. [redacted] thanked him for the call but relayed they had the hitch installed elsewhere.

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 uhaul truck for 12/28/2013. The cost of the truck was to be $37.99. According to all the information I saw on the website, it was easy to return anything unused for a full refund. When I called Saturday morning to cancel they said that instead they would charge me a $50 cancellation fee. I objected but they didn't care. There was a box to check acceptance of terms and conditions, but a DECENT and MORAL company with ETHICS would disclse the fact that they are going to charge a person MORE THAN THE ACTUAL PRODUCT if they cancel, instead of burying it in terms and conditions where they know that people are unlikely to see it. This is a RACKET, pure and simple, designed to take advantage of people.Desired Settlement: Refund the BS fee of $50 charged to my card, and STOP the decietful practice of hiding the outlandish cancellation fee.

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $50 as requested back to Mr. [redacted]’s [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

Consumer

Response:

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

Regards,

Review: My wife and I reserved a 17-foot U-Haul truck on the U-Haul website a month prior to our move date, June 29, 2013. We received a confirmation email of that reservation shortly after and assumed that the agreement for service would be kept and that we could pick up the truck the morning of Friday, June 28th. On Thursday June 27th, a U-Haul representative called to inform us that the only vehicle they had available was a 14-foot truck and we would have to drive 30 miles just to pick it up. When we asked for an explanation as to why we even made a reservation initially, the customer service representative said there was nothing she could do as they cannot guarantee when trucks will be available and it was a busy moving weekend. As a result, we were forced to cancel that order and begin calling other rental truck companies only 24 hours prior to the time we needed a truck. Due to the short timeframe and scrambling to find one of the few available options remaining, we were forced to book with another truck provider and ended up paying $500 more than our originally quoted price from U-Haul.Desired Settlement: In any other service industry (hotel, airlines), if the vendor cannot fulfill their reservations, they would offer the customer a voucher. As we do not plan to move again soon, I want U-Haul to split the difference of the extra fee to book with another truck company on short-notice. I want $250 for not fulfilling their contract AND providing poor customer service.

Business

Response:

July 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Traffic Manager for the U-Haul Company of Eastern WI and Upper MI, followed up on the information Mr. [redacted] provided. He sent them the following email:

Mr and Mrs [redacted], I would like to apologize on behalf of U-Haul for our failure to have the equipment you needed on 6/28. I realize that this was a huge inconvience for you at the time of a stressful move. U-Haul does have a $50 guaranteed reservation program. This program is for circumstances like this when we can not come to an agreed pick up size, location and time. I have issued this guarantee as a credit to the card we have on file from when the reservation was placed. I apologize that this was not offered to you at the time your reservation was not fulfilled. Once again I offer my sincere apologies and look forward to being able to serve you in the future. Thank you, [redacted] Traffic Control Manager Eastern WI and Upper Michigan

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 been in contact with Mr. [redacted] regarding the offer of $50 for reconcilliation. I have explained our situation including reasons why his initial offer was inadequate. I have forwarded receipts per his request and we are awaiting his final response. Just to be clear, I never agreed to nor accepted his initial offer of $50.

Regards,

Review: I rented a 20 foot truck from [redacted] as well as a large trailer to haul my caravan on. I left [redacted] headed to [redacted] on the 28th at 4:30 AM. The vehicle handled fine until I had a flat in the truck, the tire was a retread tire and it peeled away in [redacted]. I contacted uhaul and let them know I had my 2 cats and rabbit in the van on tow. I had to leave the van running to keep them cool. I also had my disabled daughter in the truck with our dog, so I had to leave that vehicle running with air as well. I waited one hour for the repair guy to come, and he put on a new tire and I was on my way within 2 hours. I then proceeded onward and ended up with another flat around 1AM which was on the trailer this time passenger side, in [redacted], the guy came and replaced the tire and went on his way. I waited approx 2 hours this time. I took off and instantly had an issue with the tire that was installed. I first thought it was the road, but it wasn't the tire that was installed was bad. I got onto the highway and the noise stopped. A passer by flagged me down and I looked back, the tire was on fire, it melted the tire behind it. I called uhaul they said 75 minutes, I waited the whole 75 minutes and didn't hear a word. Uhaul finally calls me and says, they didn't find the tire, and they are going to try another garage, it would be at least another 75 minute wait. I waited the period of time and uhaul calls me saying they got us a room at a days inn and the guy coming will take the trailer and transport us to the hotel. The guy came, loaded up my van on the back of his wrecker with my pets in it, then the trailer. He then said he wasn't going to a hotel. I had to call uhaul again and spent another hour trying to get this fixed. Finally we get to the hotel, the lady at the desk doesn't understand what is going on. I called uhaul they said they would fax over the paperwork for our room and it would cover the pets. I waited approx. an hour, and finally they had the paperwork needed, but the pets weren't covered. I had to call uhaul again, and report this issue, of which was fixed, but now it is morning and I have only a few hours to be in the room before I have to leave. I found out that my disabled daughter was peeing in her pillow while we were broken down, because since she has mental health issues, she was afraid to let me know, since the only place she could go was outside in the dark.

After being at the hotel for a little bit to shower and clean up, I called uhaul and they said my trailer would be on its way in a bit. They said a nail was in it, I said that is impossible, it blew out, and there was no tire left, it melted. I have pictures of all the flats that happened. I hanged up and eventually the repair guy got there and I asked him about the nail. He said no nail could of caused that, I don't know where they got that information. Now the repair guy was a uhaul employee, and he agreed with me that no nail caused it. It was the tire itself. It took me 45 hours to get to my destination with no rest. I had a sick 1 year old up in NH that I had to get too. I should of been there in 28 tops. Plus I had to waste so much fuel in idle.Desired Settlement: I just want my full refund $944.68

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for $361 as an adjustment on his rental. The refund was issued to his Visa account and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Got a pull U-Haul, to go from [redacted] NM to [redacted] MT; my bill was to be 203.00, with tax it turned into $218.35. I dropped it off in [redacted] on 06/25. On 06/26 The Storage Place in MT called me amp asked about the U-Haul, I said I returned it to [redacted] amp asked if it was ok, he said it was fine. 07/05 I was charged an ext $282.72. I called U-Haul amp she said they messed up amp I would get a refund. I called today about refund; she said I had talked to a [redacted] on the 07/09 (I never talked to [redacted]) amp that he sent me an email (I never got) saying that the promissory note was taken away. I asked to speak to a manager amp I got the name [redacted]. I called [redacted] amp Laura’s office, the receptionist said that there was no [redacted] there. [redacted] was very nice amp willing to work with me on issue, she took some info. [redacted] called back amp said that we were charged $203 for taking it to [redacted] instead of [redacted]. I called N. Main Storage Place in [redacted] amp he said he remembered us. I said we were going to drop the U-Haul off at [redacted] amp he put [redacted] instead. He took some info. amp was to call back. He refuses to talk to me when I call or call back. I called U-Haul amp I talked to [redacted], she was very cold, short amp mean, totally unprofessional! To the point of me hanging up on her because she was so rude. She said we were charged a different price because we dropped it off in [redacted]. I have gotten several diff. excuses, reasons, amp stories.Desired Settlement: uhaul took out 282.72 off of my card I want my 282.72 back minus the late fee of 1 day! we were told and given wrong information. given several different storys. from several different people. we paid for the rental when we picked it up and we were told that we were paid in full and we were to drop it off in red lodge. which we did! they broke the contract in the begining! Not us.

Business

Response:

July 19, 2012

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

Mr. [redacted], our President for the U-Haul Company of MT, followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted] signed the contract from Las Cruces, NM to go one way to Billings, MT, which was a base rate of $203.00. The one-way rate to Red Lodge, MT, is higher. Since he did drop in Red Lodge, he is responsible for that rate.

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 the 6' x 12' trailer four days before my pick up date. I received a confirmation email stating that it was reserved and where to pick it up. Upon arriving at the location to pick it up, I was told that they didn't have it and that I should have called first. However, the reservation didn't say anything about calling - it said that the product was reserved. I had reserved the trailer in order to bring debris from a flooring project to a landfill. Due to U-Haul's failure to comply with their reservation, I was forced to rent a smaller trailer and had to spend more on the landfill since they charge for each drop off and I had to make two trips since I had the smaller trailer and couldn't fit everything in the smaller one.

This is not the first time that I have reserved something from U-Haul only to find it is not available when I go to pick it up. U-Haul should change it's policy and ensure that if something is reserved, it will be there for the customer. I have rented cars many times and never had an incident where a car was not available. Why doesn't U-Haul follow those rental car businesses' lead and have the trucks/trailers available if they are reserved.Desired Settlement: A change in policy ensuring that reservations are honored. The way they are doing it now is false advertising - offering products that are not available.

Business

Response:

January 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Georgia regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Dear Mr. [redacted], We apologize for any inconvenience incurred during your rental experience. When your reservation was made, the rental location in Grayson had the equipment on the lot, therefore the system allowed it to be confirmed, but within the same time period, a transfer was placed on the equipment and it was moved to cover another reservation elsewhere. Once your reservation officially downloaded to the Grayson location they no longer had the equipment available and they assumed that the reservation system would automatically be moved to another location. The location failed to contact you as to the status of your reservation. There is no excuse for the failure on their part to notify you. Due to the added expense on having to make two trips to the landfill, I have directed a VIP Certificate in the amount of $50.00 to be sent to your email address. This certificate is good toward any purchase or rental with U-Haul and is transferable. Once again, we apologize for your bad experience, and hope this small token helps resolve the mistake. Thanks for communicating with us concerning your experience. It helps us in fine tuning our operation towards total customer satisfaction. We appreciate your business and look forward to serving you again in the future. Thanks again, [redacted] Area Field Manager U-Haul 776

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: To Whom it may concern:I made my reservation March 16, 2013. When I arrived at U-haul in [redacted] to make my reservation, I waited over an hour for someone to help me reserve a Ubox for the end of June. When I approached the counter, a gentleman helped me. He had no idea on how to make a reservation for the Ubox. He told me I would have to wait until the GM -- I think or Manager was available. Im like where is this person and you mean to tell me as big as Uhaul is there is only one person who can help me with the Ubox. It was unbelievable. He told me yes. While I was standing there he called the manager and let him know that I was waiting and the manger yelled back that I had to wait because he was putting a hitch on a customers vehicle and yes the way he answered was in frustration, but Im not sure at what. I just thought it was unprofessional. The location is small so you can hear and see everything. From that moment on it seemed like it was downhill. I waited over an hour like I said, he came and helped me. My reservation was made for Friday June 28, 2013. At that time I also made a reservation for a truck. The week of the move which I believe was a Monday, I got a phone call from The Manager stating that he was sorry, but that there were not any Uboxes available. What do you mean, I made my reservation months ago. He said he understood, but that there were not any Uboxes available in the whole state of Illinois. I was very upset. I asked him what I was supposed to do, Im moving in less than four days and you are calling me now. He told me that I needed to rent a truck and I was like Im driving to Texas with my 10 yr old daughter by myself, Im not doing that, he then told me I could tow a trailer with my car are you kidding me, I have a 2008 Mazda 6 Im not doing that either. I was not prepared to drive 16 hrs thats why I made my reservation so early and reserved a Ubox. What is the point in making a reservation for a Ubox and then one not being ready for you. I was very upset when I was talking to him and he did not have any solutions at the time that I would agree with so I told him I would call him right back to give me a few minutes, I was upset and crying. In the meantime, I called the Ubox department and explained to them what was going on. They did a review and also stated that there were no Uboxes available. I was in disbelief. I called back to the [redacted] location and asked to speak with the manager, he got on the phone and told me that he did some calling around and that there were some boxes that had come in and that I could have one of the boxes. I did breathe a sigh of relief. Im just not sure on the mixup and how you can make a reservation and not have something available. it is still puzzling to me. During my conversation with the manager, I let him know that I would be there Friday morning at 7:00 to pick up the truck with the Ubox attached. That is what my reservation was for and I did not deviate from that time at all. He even told me that they would have it ready Thursday evening. Well Friday June 28 was upon us and this experience keeps getting worse. I showed up a little before 7:00 AM -- waited outside until the doors were unlocked. Approached the counter and a gentleman helped me and I let him know that I was there for my reservation. Low and behold the Ubox with the trailer and truck attached was not ready. There was a lot of fuss and no action. I mean they did not know whether to move me in the truck or what. The manager was like he did not know I was going to be there at 7:00. That just did not make sense to me that is what my reservation was for and we had talked so many times it should have been embedded and set in stone. Needless to say, I had to wait yet again another hour to get out of there and back to my place to meet the movers. The movers were scheduled to be at my place at 8:00 AM and they were there on time and waiting on me. Im paying them by the by the hour and tDesired Settlement: DesiredSettlementID: Refund

[redacted] With all that being said, I am requesting that your company fully reimburses me for my move, for my inconvenience and to help off-set financial shortcomings. Thank you,[redacted]###-###-####

Business

Response:

July 16, 2013

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

[redacted] the Executive Assistant in our Chicago, IL Regional Office informed us Ms. [redacted] has received a refund of $850 credited to her Visa Card.

Because of Ms. [redacted]'s inconvenience Ms. [redacted] also e-mailed her a VIP certificate for $175.00. This certificate can be used on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-haul International

Consumer

Response:

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

Regards,

From the moment I realized that my belongings had not shipped, I requested a refund. Even when [redacted] called me orginally he asked what I wanted and I told him that if it were up to me my money would be refunded fully and he told me at that time that he could not do that. He told me the most would be $200 is all he could do. From that point I had to complain to get anywhere with them. They agreed to give me an additonal $650 for my inconviences which are so many. They only offered that because the same day I sent the letter to the Revdex.com I emailed [redacted] and he sent me an email immediately which was nonetheless very inconsiderate like matter of fact. [redacted]'s assitant or admin called me last Friday and told me she was calling regading the letter regarding the Revdex.com and asked me again what I wanted to resolve. I told her I wanted to be fully compensated as in the letter. She said she would talk to [redacted] and get back with me. I guess [redacted] is the only person working for the company that I will never be using again. [redacted]'s assitant called me Monday and let me know that they could offer me VIP gift certificates in the amount of $175 to use for future purchases. Which they emailed me right away. The thing is that is not going to satisfy when I feel like I should be compensated and do not plan on using this company ever again. Are you kidding me? I told his assistant that this is not solving the issue and what I am requesting. Why give me something that I can only use at a company that I do not plan on using ever again. I just finally got my stuff after several trips and missing work. I finally moved out of that Ubox this past Sunday which was the 14 of July. My stuff should have shipped on the 28 day of June and I should have had my stuff a lot sooner than now. So no, gift certificates are not an acceptable offer.

Thank you,

Business

Response:

July 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Shore Chicago, reviewed the information Ms. [redacted] provided. She informed our office that their refund for $850 as an adjustment on the rental is more than 3/4 of the U-Box shipping costs and feels the refund is a fair resolution. In addition to the refund, the VIP Certificate for $175 was to give Ms. [redacted] the opportunity to allow U-Haul to redeem itself in the future. We feel the Certificate can be of great value to Ms. [redacted] and is valid for 2 years. Ms. [redacted] relayed that no further refund would be issued.

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.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[I need them to check and see if I can use these certificates for my storage rental. I have a storage at Uhaul in [redacted] at [redacted]. As I stated before, I do not plan on using their services. The only reason why I am using them for storage is because I have used them in the past with no problems. So please check and see if I can use them for storage purposes and I will settle with that.

Regards,

Review: I made a reservation for a UHAUL Truck in Early May of 2013 for the last week of August in [redacted]. This is the week there is a Festival called Burning Man outside of [redacted], that has happened every year for the last 25 years . I was given a rate of 236.60 + 112$ for insurance plus 1.09$ per mile. I received a confirmed reservation number of #[redacted]. I made the reservation so early to be sure I had a truck for the time I would need it.

The week before the event, I was called by a women from UHAUL, who would not give me her name and was informed that due to Burning Man, they would not honor the reservation, that they had problems in the past with renters using the trucks bringing them back filthy. If I wished to rent the truck, the cost would now be 2800$ This would be 10 times what my reservation for. I was also informed that all of the truck companies in [redacted] were doing the same thing. The employee was extremely rude and told me I had no options, they would not honor the reservation. I called the UHAUL main number spoke with a gentlemen who claimed that was not how UHAUL did business but that he could not do anything about it.

I was then called by another UHAUL employee (Male) and told that the reservation would not be honored not due to the festival but because the trucks were not available but if I wanted to rent a same city truck, I could for...2800$.

The final straw was a call 2 days before our departure asking if I would still like to rent a truck from UHAUL with a discounted rate or 2300$!!!

This is a company I have rented from in the past for the exact same event. This seems to be nothing more than Bait and Switch. UHAUL in [redacted] is fully aware of the Festival and the dates it happens. ( 68000 people come flocking into [redacted] on the same day every year) If there was an issue with the rental why did the company not refuse the reservation when I made it. Instead , they waited till 5 days before the event, putting us in a terrible position for transportation.

I am appalled by the shabby and unprofessional way this was handled by UHAUL.Desired Settlement: Our truck last year cost of a total of 700$ ( rental, mileage and insurance) After many hours of searching ( vehicles sell out that week) We were able to rent a comparable truck from [redacted] .The truck we were lucky enough to rent at the last minute cost of close to 1300$. We incurred an extra 500$ on expenses due to the dishonesty of UHAUL. I am not sure what the outcome of this exchange should be but I do want other users to be aware of the unprofessionalism and lack of customer service the company provided.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]1

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

[redacted], our Traffic Manager in our [redacted] office, followed up on the information [redacted] provided. She informed our office she left a message for [redacted] requesting a return call and also advised her she would like to send her a $100 VP Certificate and offer her apology for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I'm getting notice for non-payment for storage rental which my niece [redacted] had arranged and used my name as referemce that I did not consent to. I had previously notify the company regarding [redacted] using my name as reference which I did not consent and they should delete it. They toldly ignore my complaint and to date are sending me notices in the mail for non payment. I left message on Patricia's phone regarding this matter and to date did not return my calls. I do not want to be left paying for this storage rental or have any credit reference issues. Please help. Thank you, [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

That my name not be used referenced in this case and that notice for non payment be sent to me.

Business

Response:

October 29, 2012

Thank you for forwarding

Ms. [redacted]'s concerns to our office.

Ms. [redacted], a

Senior Customer Service Agent, attempted to follow up on the

information Ms. [redacted] provided. She sent her an email requesting

the address of the U-Haul storage location she is referring to for

further research. The email was sent on October 19th but

Ms. [redacted] has not heard back.

Thank

you for bringing this matter to our attention and allowing us to

offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: My fiance and I rented a truck from Uhaul from Tampa Bay Florida to Newark, New Jersey. While on the route to our destination my fiance received a disturbing call from one of Uhaul prior client. The prior client was given my fiance number by one of Uhaul representatives. She was calling asking for an item that she has left behind in the truck. We explained to the prior client that we had no items in the truck and she should contact Uhaul. We kept receiving phone calls and text messages from this client numberous times on different ocassions for roughly a week or so. My first attempt on getting a contact with Uhaul was a nightmare. being transfered and put on hold numerous times until I got fed up and decided to ask one of my co-workers who is an attorney to contact Uhaul for me. They told him that they would try to reach out to him in 3 business days. Three business days pasted and we did not hear anything from them. I decided to take more action on this and called Uhaul a third time. This time I was giving a ticket also that I had to wait three business days. I was basically giving the same run around as the previous three other times. I waited for a phone call for four days and no one ever got in contact with me. I called Uhaul a fourth time to see what was the hold up they finally gave me a number to reach the manager where I had rented the truck from. The manager was trying to work with me but I was already fed up with the dragging around that they made me go through and all the holding time that I had to wasted in order to get this handled the proper way. Once I spoke with the manager who name is [redacted] ID#[redacted], we tried to come to an agreement I had asked for the entire amount I spend with Uhaul for invading my fiance privacy by giving her number to a client. I was told I would receive a phone call back from Mr. [redacted] which I never received I have never had an issue receiving phone calls. Mr. [redacted] decided to call my fiance who agree upon the $100 for them to give to us for us. When I was inform about this by my fiance I tried getting in contact with Mr. [redacted] and he has left work for the day. The next morning I was able to finally get in contact with Mr. [redacted] who advise me that since my fiance had agree with what was giving he could not do anything else. All I kept hearing in I understand Im sorry. It was mission impossible to get in contact with him from being on hold for over 15 min. The problem that I am also having is with the purchase we made we were giving one month free of storage which we were never told that it was only in certain locations that had that special something that I was never told. Trying to speak to someone in Uhaul is very disturbing and unprofressional they put you on hold for over 10 minutes eveytime I have tried speaking with them. I had no other choice but to do this I tried speaking to manager and it got me nowhere and this was my last go at this.Desired Settlement: I would like to have my funds refunded and also would like for the public to know that Uhaul has the worst costumer service and servie I have ever experience with anyone in my life. Thank you

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Tampa, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns and advised him he would review the situation and call him back. When Mr. [redacted] called him back at his office, he did not receive an answer. He was, however, able to reach Ms. [redacted]. In addition to the $100 VIP Certificated issued to her on July 15th, he also issued a refund for $100 as an adjustment back to her Visa account on July 27th, which she accepted as a reasonable resolution. The credit 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

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

Review: moved july 5th,supposed to have truck in north Attleboro confirmed,showed up,no truck available,had to go to norwood to get a truck,had to pay movers an hour to wait while I drove to na then norwood then back,been calling them weekly for a monthDesired Settlement: trying to get reimbursed for not having a truck,xtra miles,gas,and 1 hour for movers,for truck rental

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our E[redacted] Regional Office, followed up on the information Mr. [redacted] provided. She advised our office Mr. [redacted] was given credit for extra miles and the Reservation Guarantee Fee. She also mentioned that Mr. [redacted] had planned to hire movers from 9:00 AM to 3:00 PM. As U-Haul is a do-it-yourself moving company, we cannot be responsible for personal commitments, therefore, no further refunds our adjustments will 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,[redacted]Executive AssistantU-Haul International

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

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: We booked a U-Haul box from Uhaul.com for our move from Alexandria to Houston about September 23rd 2014 for a move date of October 8th 2014. U-haul website provided options of selecting movers and we selected Movers at both Alexandria and Houston to help in getting the U-Haul box from the U-Haul location and loading/unloading.

We received a call from the Mover in Houston to line up the time and date of service, however we did not receive any call from the Mover in Alexandria. When we tried to contact the Mover from Alexandria there was no response and we left a couple of voicemails but with no success. On October 4th we contacted U-Haul and informed them that we booked the mover from their website and now we are unable to reach himand the U-Haul person responded that they had nothing to do with the Movers and it was dealt by a separate company [redacted] and we should contact them. We contacted [redacted] and they sent an urgent email to the Mover to Contact uswithin 24hrs, We waited a whole day and on 5th October when we did not receive any email or phone from the Mover we again contacted [redacted] and they suggested that we cancel this mover and get the services of a different Mover. They charged $9.95 for cancellation and booking another Mover over the phone. We tried to contact the new Mover and again there was no response to our calls. On 5th October again we contacted [redacted] and they sent an Urgent email to the new Mover to contact us in 24hrs. Till 6th October we did not receive any response. When we called [redacted], they said the only thing they could do was to cancel this mover and give us another mover. When we told them that we needed the movers for the 8th that is only two days away, they said they were not responsible for the movers not responding and they had no liability whatsoever if the movers did not respond and did not arrive on the move date. When we called U-haul they also refused to take any responsibility for the movers not responding saying that [redacted] was to be contacted and they had nothing to do with them though they were listed in U-Haul website. At this point we were left with NO moving help and asked U-haul to deliver the U-Haul box to our address which cost us $100 more and in addition we had to load the box ourselves.

We feel that when U-haul takes money for Movinghelp they ought to guarantee service and not leave the customer with uncertainty till the moving date.Desired Settlement: We would like refund of the $100 extra which we had to pay for box to be delivered over the cost of moving help originally ordered

Business

Response:

December 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] from Moving Help followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], Thank you for contacting Moving Help; customer support. We received a Revdex.com complaint that you sent in to U-Haul. We show that you had placed a total of 2 order request with Moving Help, [redacted] We show that you had scheduled hands on loading; unloading service in Alexandria, VA and Carter Moving and Delivery in Houston, TX. We show that you cancelled hand on loading; unloading service due to you not being able to get a hold of them. At that point we refunded you a total of $227.00. You called Moving Help again and rescheduled with a different moving helper, Ortiz Movers. Again, you were not able to get a hold of that moving helper so you cancelled and we refunded a total of $211.45. Both service requests have been cancelled and your funds were sent to your credit card institution. Moving Helpers do not work for [redacted], they are self-employed individuals who advertise their services on our site. Moving Helpers are responsible for their customer satisfaction and level of service. We are not able to guarantee their service due to them managing their own business and schedules. If you are seeking compensation for your time, you would have to pursue the moving helper directly. Below I have provided you with the moving helpers' information: Hands on loading; unloading service [redacted] 8[redacted] Silver Spring, MD 20910 [redacted]dc@[redacted] ###-###-#### Ortiz Movers Jocelyn Ortiz 7316 Lee Highway T1 Falls Church, VA 22046 [redacted] ###-###-#### ###-###-#### ###-###-#### Thank you, [redacted] Moving Help; Customer Support Team

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.Since U-haul was the company we placed the order with and it was U-haul that we paid the money for the mover, U-haul should be held responsible for non delivery of services and all the diificulties faced by the customer. We feel that this is not good customer service to simply say it is someone elses responsibility. The moving helper services were advertised, ordered and paid for on U-haul.com so it is U-haul who should be responsible. Please see the attached U-haul reservation which clearly shows the moving helper.

Regards,

Business

Response:

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] with the Customer Support Team of Moving Help reviewed the recent comments from Mr. [redacted]. She explained that Mr. [redacted] released the Payment Code to Moving Helper so those funds are no longer available. The customer is advised that they should not release the Payment Code until the job has been completed and they are been satisfied. Ms. [redacted] stated that if Mr. [redacted] is seeking a reimbursement of any sort, he must go through the service provider directly as explained in her previous email to him on November 25th.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

February 6, 2013

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

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

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Reserved U-Haul U-Box end of March 2014 for pickup on May 16th @ 7am at [redacted].

May 16: Day of pickup I receive phone call from [redacted] location that I must go to [redacted] location instead to pickup the U-Box

Forklift broke several days before and decided to not notify me ahead of time about the change in location. So now I had to stop, turn around and drive almost 20 minutes away- when I purposely chose the [redacted] location because it was only 7 minutes from my home. I arrive at the [redacted] location and while I'm waiting on line, I receive a call from [redacted] location telling me I have to go yet a third location instead in [redacted]. I was not pleased with this run-around and would have to drive another 20 minutes in another direction. To me that is unacceptable. When asked to speak to the manager at the [redacted] location- apparently she would not be in the office until 1pm. [redacted]- the manager from [redacted] (who was very nice & helpful) told me to not go to [redacted], but to take the U-Box from him and go back to [redacted] to fill out all paperwork. At this point I decided to wait until after 1pm so that I could speak to the manager, Felicita, at the [redacted] location. {Keep in mind that I am moving from NJ to San Diego, CA and have to pack the entire box by 7am the next morning, so clearly all this back and forth, running around is taking away from my time]

I call the [redacted] location and come to find out that the manager is nowhere to be found. I was not going to waste my time and gas going to the location- to find her not there. I continued to call the location several times and she was "not available". I proceeded to contact the customer service hotline and ended up getting transferred to the [redacted] location, where I spoke to TCM [redacted]. He was very helpful (at first) and went into the SP location to write up my contract- at this point it was 5pm. He told me I would be able to handle all paperwork the next day and was allowed to return my U-Box by noon. In addition, I was giving a refund of $50 for my troubles of being forced to travel throughout different counties. Also, [redacted] recommended that I return the box to his location in [redacted] for he would be able to ship quicker for me as a courtesy- being no later than May 20th.

May 17th: Return of U-Box- spoke to [redacted] and he referred me to [redacted] to complete my paperwork. All forms and documents were signed and Gypsy Moth Checklist was turned in for shipping purposes. $50 was refunded. I was promised shipment date of no later than Tuesday, May 20th.

May 19th- receive email from Morgan Smith from Arizona that my Gypsy Moth Checklist was never turned in and is delaying shipment. I replied back to him in the email that there was a mistake because I physically handed in the checklist May 17th upon drop of U-Box to [redacted]. I never received a confirmation response so I decided to call the [redacted] location to speak to [redacted]. I made several attempts to contact [redacted] and all phone calls were diverted to the call center- where representatives would send Instant Messages to the location to call me back. I called the location on May 19th 3x- no return call. Again on May 20th 2x- no return call. Finally, after the numerous calls and no answer- I went to the location. I spoke to [redacted] and he told me [redacted] was not available. He gave me his direct number to call. I called the next day (May 21st)- spoke to [redacted] and again could not get a hold of him. Called the next again (May 22nd) after asking to speak to [redacted], [redacted] laughs and tells me again he is unavailable. When I give her my callback information- she cuts me off saying "oh I know who you are"- laughs and hangs up. Clearly she is aware of who I am because I have made several attempts. I do not find it humorous that as a customer I am being given a ridiculous run-around to get in touch with the manager, nor find Gracie's phone etiquette and customer service in any way professional. That should not have to be tolerated.

May 23rd: Phone call with [redacted]- finally spoke to him and when I asked why it took a whole week for a response- he laughed and replied "I am a busy man"- that is not a justifiable excuse. He proceeded to explain that the Gypsy Moth Checklist was received but "supposedly" the location the U-Box was being shipped from was listed as a California address. I explained that the information he told me was incorrect and I have copies confirming that the address written on the checklist was in fact my address in NJ. Honestly, I am not sure how such a mistake could be made when it was something written clearly on a piece of paper and NJ and CA are 2 completely different states. He laughed and said he would ship it my box out as soon as possible- he promised me by the following Monday- May 26th. Now I purposely set up the shipping of my belongings so that once I arrive in San Diego- my box would be there for me. So my courtesy of having my box shipped by May 20th now changed to a week later- UNACCEPTABLE. Same day- receive a call from Jeffrey from [redacted] location confirming if my box was being shipped to their location because the original contract from [redacted] was labeled as "cancelled" and was never updated that it was transferred to [redacted].

May 28th: received 2 separate emails:

Email 1: My goods were shipped.

Email 2: My goods were received.

How is that possible that my goods were shipped and received on the same day- especially when NJ and CA are 3,000 miles apart?

At this point I am en route to San Diego by car. I attempt to contact [redacted] location several times and again to no avail. I spoke to several customer service representatives because the phones at the location are bumped to customer call center. Numerous instant messages were sent for the location to call me. No return call made.

June 2nd: Arrival to San Diego- still no contact made to customer (me) from [redacted] location.

June 3rd: Another attempt to contact the [redacted] office- again bumped to customer call center. Spoke to Jo (very helpful) and demanded that I receive compensation, a generous refund for all my troubles- considering the $50 does not seem to justify what I went through. She advised that I make a formal complaint through the corporate office. In addition- all calls made to customer service and all complaints leading up to the call with Jo- were NEVER noted in the system under my profile. Why is that? Aren't customers concerns supposed to be noted? Jo told me she would update the system notes with my issues. Also, there was a note made on my account that I requested for my box to stay in storage for several weeks upon arrival- completely FALSE. Not once did I ever ask for such a request.She proceeded to transfer me to the complaint line- which I spoke to [redacted]- who then transferred me again, finally landing with Nathan who put in my complaint. He filled out a customer complaint form & gave me a reference number for it ([redacted]) After completing the complaint form- he attempted to call the [redacted] personally for me. At this point it was 6pm (Pacific Time) and the location closes at 7pm. He told me if I did not receive a callback (he sent an instant message to the location to call me) that to try again tomorrow (June 4th) and if my phone call was once again unanswered, to contact customer service again.

June 4th: (Today) Call made to [redacted] location at 10am (Pacific Time) and still calls being sent to call service center. I spoke to Jeff and he sent yet another instant message to the location. He advised to go to the location. I do not find it fair I have to go to the location to get an answer because they do care to give me a call back. All I am trying to find out if in fact my goods are at the location. I am over 20 miles away from the location and I planned to have them drop off my U-Box with movers to my apartment. Why should I have to go to the location- when they provide the drop-off service for me? Will U-Haul be refunding me for my transportation to the location?Desired Settlement: At this point- I believe I am entitled a full refund of $1,592.55 for the ridiculously, inconvenient, unacceptable, mind-blowing, unprofessional experience and unsatisfactory customer service and treatment I received. In addition, as a courtesy, I am requesting the added service of a drop-off with movers to my location with no additional charge. That is the least that U-Haul can offer me after this nightmare.

Business

Response:

June 12, 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 Central New Jersey regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that payment for the move was taken on May 17th. Ms. [redacted] was quoted 14 business days for delivery, which would have been by June 5th. The U-Box was actually delivered on May 28th. The U-Box was delivered to Ms. [redacted]’s residence at no charge. Ms. [redacted] offered her apology for communication issues in her message and advised her of a refund for $100 as an adjustment in addition to the $50 previously issued. Ms. [redacted] should receive the refund 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

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.

First and foremost, I have not received any message from anyone at U-haul or from a [redacted]. This U-haul representative, [redacted], addressed only one minor issue out of the countless issues I experience with the company. I am not sure who Mr. [redacted] is, but I, Ms. [redacted], was in no direct communication with anyone, after the numerous attempts to get in contact with someone at any of the locations/offices. In addition, I was told by multiple customer service representatives that no one could assist me since my complaint was put in and that only Revdex.com could assist me with anything. Please have the respondent refer back to my letter sent to the Revdex.com and to carefully review it for a more fair resolution, as $100 is an unacceptable repayment for what U-haul put me through. Again, I believe I should receive a full refund of $1,592.55.

Regards,

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

Business

Response:

January 28, 2013

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Consumer stated that he payed for storage of his motorcycle trailer back in October 5, 2013 all the way through May 4th, 2014, totaling $239.70. When she signed the contract with a Mr. [redacted] he stated that he wasn't use when he would be in but it would be around that date. the Consumer then called a week later to tell Mr. [redacted] that he would be in on the 17th of May. Mr. [redacted] told him not to worry about the extra 13 days. Consumer has no problem paying the additional days at a prorated price. However, Mr. [redacted] wife the Manager confronted the Consumer when he arrived in town wanting him to pay $54.94 for the 13days which is more then one month alone.Desired Settlement: The Consumer would like for the business to prorate the days that the storage was used instead of over charging him, when he was told in the first place that he didn't have to worry about the 13days.

Business

Response:

May 30, 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 Coastal South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office an email had been sent to Mr. [redacted] by our U-Haul Center GM advising him nothing additional was owed including the 13 days or any late fees.

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: The services that were provided did not meet my standard. The vehicle that was rented in the contract I was told to be charged one price but then charged another. I spoke with the manager and he indicated he would make the needed adjustments but this never was done. While traveling I was provided a vehicle that had a terrible problem. A trip that would have taken 4 1/2 hours took longer because of the mechanical problems. My other concerns that I have addressed was that the milage posted on the vehicle didn't match what was reported (pictures available)When I returned the vehicle I was billed an extra amount for fuel which the vehicle was brought back with the same amount of fuel it had when we took possession of vehicle. (pictures aavailable) This has also been filed with the Revdex.com.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Karen Carson, Senior Staff for the U-Haul Company of **, followed up on the information Mrs. [redacted] provided. She informed our office a message was left for Mrs. [redacted] in order to obtain more details in order to offer a fair resolution. She hopes to hear back soon if not already.

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

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