J.R.J. Tara Corporation

Review: I rented a uhaul on dec 9th for 24 hrs. Before that time we realized we would need the uhaul an additional day. We called the phone number on the contract and extended the rental one more day till 530 pm. The office called half an hour later asking if we were bringing the truck back and we explained we extended it for another day. We called back to the 800 customer service number at that time to be sure we were extended and spoke to [redacted] who said it shows in the record were extended till the next day at 530 pm. The next morning I got 5 phone calls from [redacted] at the uhaul office, who is very rude and says she will report the truck as stolen if its not returned immediately. Several times she was told its extended to 530. She cursed and yelled and talked over me not wanting to listen. So I called the 800# to rectify this. Every call made resulted in a tranfere and the call was lost. The last person I talked to said the truck had to be returned immediately . she said the notes only say to not extend past the original day and she called me a liar saying we never talked to anyone to extend the truck the previous day. Her name was [redacted] in the traffic dept in denver. I asked to speak to a supervisor and she refused saying no one in denver had more authority than her. When I asked to be transfered back to customer service I was hung up on.

Product_Or_Service: uhaul truck

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

I want to see the employees [redacted] ( at the local uhaul office) and [redacted] ( in the denver traffic office ) counseled ontreating customers with courtesy, I'd like an apology letter for the numerous harrassing phone calls while I;m busy, an apology for threats made to me by the people who made them and a discount on my next uhaul rental ( which will never be from that location )

Business

Response:

December 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Colorado regional office, followed up on the information Ms. [redacted] provided. She informed our office a meeting took place with Ms. [redacted], Ms. [redacted], Mr. [redacted], our President for our regional office, and our GM of our U-Haul Center. Our GM apologized to Ms. [redacted] and the damage charges were waived along with the extra day charges.

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 was over-charged by $211.44. I have been on the phone with U-Haul U-Box division, and while everyone can see there is an error, no one can seem to fix it.Desired Settlement: I'd like to have the overcharge refunded back to me as soon as possible.

Business

Response:

December 5, 20131

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Northern Colorado regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $211.44 as requested back to his credit card on file. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made an arrangement at about 8:15 on Saturday morning to the u-haul company in [redacted] to get a truck at 11 to move things out of my storage unit. I was assured a truck at 11 but not at that location but that in [redacted]. As much as the commute was not convenient for me, I went there because I really needed to movcustomee my things out of the storage unit. Primarily because I have no use for the unit- I now have a house. And two a sum of about $200 would be taken out of my brothers account because a new month had begun.

Getting to the u-haul in [redacted] at 11, I was told that there was no truck for me. I was on the system but because I didn't make the arrangement with their location, whatever tuck they had would have to go to their customers and any returned could then be given to me. I was told that a customer had just taken a desired truck and the trip wouldn't be very long so I could wait. 3 hours into waiting there still was no truck

I do not drive, so I had a friend of mine assist with the driving, so we both waiting in total four hours. Now this friend had prior and latter engagements, .the prior being his daughters recital which he missed and the latter a function. I also had work scheduled, but I let my employer know I would be late. With the wait I never got to work.

My issue is, I was overbooked, had a contract that was never honored, lost a whole days worth of work, waisted my friend siblings and my time only to come out with nothing for a whole Saturday.

Now I rebooked the same truck for Monday. At [redacted], but as of tonight the storage unit I occupy will be billed. So in addition to the u-haul expense I will eventually have to pay, $200 will be taken out of an account. An amount I was trying to avoid with alll that waiting.Desired Settlement: Seeing how the storage company will bill me, I would like for the u-haul to reduce the amount of money I would have to pay. For the inconvenience and the loss of two days worth of work (Saturday and Monday). And the inconvenience with moving from [redacted] which is not so far from the storage unit to [redacted] which is a distance from my storage unit in [redacted] should be factored in.

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and her brother, Mr. [redacted], whose name actually appears on the U-Haul contract.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed their concerns. She also offered her apology and advised him of a refund for the $50 Reservation Guarantee Fee. Mr. [redacted] will send his storage statement for further review. The $50 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

Review: I rented a 10' cube van from this location on June 24, 2014. I picked it up at approximately 5:00pm and returned it around 7:30pm the same day. This location closes at 7:00pm so I parked the vehicle as instructed and placed the keys in the after hours drop box. When I received my bill the next morning U-Haul had charged me for two full days instead of one.

Product_Or_Service: 10' cube van rental for under 3 hours

Account_Number: 25714826Desired Settlement: DesiredSettlementID: Refund

I would like a refund of $19.95 rental fee, $15 Safe Move insurance fee, as well as any environmental or other fees associated with the rental. It would be a nice gesture if U-Haul would agree to apply an additional credit to my bill for the inconvenience and waste of my personal time. This is not the first time U-Haul has overcharged me.

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario regional office, followed up on the information Mr. [redacted] provided. He informed our office the charges for the extra day were reversed on Mr. [redacted]’s contract.

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.

Although U-Haul has refunded me most of the money owed to me, they have increased the environmental fee on my new receipt to $4. The contract I signed stated an environmental fee of $1. Therefore U-Haul owes me $3 plus tax.

Regards,

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

William Stenhouse, our Executive Assistant for our Central Ontario regional office, reviewed Mr. [redacted]’s recent comments and advised our office he issued a refund for $3.39 back to Mr. [redacted]’s American Express account as requested. The refund should post on his next credit card statement.

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: Back on April, 9th, 2012 - I rented a Cargo Van from DVP Storage (U-Haul Great Canadian Self Storage on my Credit Card billing). They pre-authorized my card for $190.18 assuming the rental would be exactly that, but the bill ended up being more money so we used a different card with a different name and paid the bill in full. It was $300+, however, my $190.18 was never credited back to me. I called the company, they said I needed to contact my bank. I contacted my bank, they said I needed to contact U-Haul. I called U-Haul headoffice and they told me that I was refunded, yet here I am, almost 3 months later and still no refund.I don't understand how they can give me an authorization # that it's been released when that's a blatant lie. They gave me [redacted] as the authorization # for reference. Whomever runs that billing department should be fired since they are willingly committing fraud stating they're returning money that's owed, but never doing so.

Order_Number: 25247161

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Honestly, I have a new requirement for using their services, but annoyed my credit card was overdrawn by their charge that was never removed, plus all the run around to get anything resolved, including this email to you. I've been charged interest on these funds as well. That's not fair. I would like a full refund and a free rental or major discount on my next rental from them. Seems only fair.I look forward to your reply, thank you.Regards,[redacted]

Business

Response:

July 11, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern Ontario, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email advising him she researched his concerns with our Credit Card Processing Department. She was advised the credit for $190.18 was issued back to Mr. [redacted]'s credit card on July 6th 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

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

Review: I reserved a pickup truck on June 12 for June 13th at 4:30 pm. I tried calling on June 12th to cancel however there is no answering service nor did anyone pick up the phone. So I called the next morning when I got to work and cancelled. I looked at my banking statement the following week and the had not returned the $50 that they held on June 12th. When I called to ask when it would be refunded, the attendant stated that it was a non-refundable deposit. I asked how come they didn't state that when I reserved the truck and asked, he said and I quote: "the tool store down the street charges a deposit, why shouldn't we? Ma'am everyone charges a deposit if the vehicle isn't picked up or it's cancelled." I said no sir, you are incorrect and that I had nothing to do with other companies, my concern was his and why they had erroneously charged me a fee without my knowledge or consent, I would have just not reserved it because it was sketchy if we were going to need it but just in case. If I knew the fee would be charged regardless, I absolutely wouldn't have reserved it. The attendant also said he didn't have to state it and that he could and was going to charge me a $50 and good luck on getting my money. U-Haul doesn't require a deposit if you cancel and if there was a charge, it was his responsibility to make me aware of that and he didn't and he said he didn't have to tell me that, it's assumed...not sure by whom though!Desired Settlement: The return of my $50. All I want is my money back, it wasn't fair, legal or ethical to charge me a fee without my knowledge and to keep it is despicable.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Richmond, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the behavior of our dealer and assured her the situation would be addressed and corrective action taken as needed. Ms. [redacted] also advised her of a refund for the $50 fee. The refund was credited back to Ms. [redacted]’ Visa account on June 28th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: When I made arrangements Feb 27, 2013 to pick up in wtby ct. 8am, where I was moving from they requested $50.00 to make the reservation for 03/23/2013 at 8am they said they would call to confirm prior to the date. They never called me I called them 3/22/2013 they said they couldn’t explain why I hadn’t been call but mike from haul promised to call me back never happened next day which was the day of the pickup I called to confirm no one knew what I was talking about now I was informed that I would have to go to Springfield mass to do the trailer but I had to go to cheapee mass to pick up the hitch never minding that I had called and reserved almost a month in advance now they wanted me to go from wtby ct. to Springfield mass and cheeapee mass not just run one places like I wasn’t going to send more money for gas but two places. they decided that someone from there (U-Haul) would go pick up the hitch and drop it off at 914 Boston rd. in Springfield mass by now it was late I was very upset but it was too late to go another route because we had to leave Sunday morning because it takes 16 hours from Wtby ct. to Florence South Carolina. We had to be at the new house Monday morning because all the utilities were going to be turned on well unfortunately we spent almost 6.5 hours for them to go get the hitch do all the wiring and connect the trailer. when the gentleman finished I told him after I saw the work he did and how he connected from the back of the jeep to the front then hook it to the battery from the jeep then around under the jeep to the back and there was even tape on it I addressed it he assured me we do this a 100 times never do we have a problem U-HAUL stands behind our work. little did he know so now were really pressed for time and we have to pack up the trailer within just a few hours left cause mind u after waiting 6,5 hours now we have a two hour ride home there we spent a day Sunday we had to leave early because we had the commitment at the house in Florence S.C. for Monday we ended up leaving Sunday at 4pm with all the traffic, then started snowing that we wanted to avoid now by the time we got into fordum road in the Bronx we stop at gas station to check we smell wires burning the lights weren't working on the trailer my boyfriend checked under the car wires had come off they were wrap in and under the car now we had problem by the time road side assistance came it was really late he said who did the wiring we said U-Haul he said couldn’t be because it was def. done wrong there was nothing he could do we would have to stay overnight because it had to be fixed at the U-Haul shop and they don’t open till 7am granted after a few hours of arguing with roadside assistance they agree to pay for hotel because we stood till the next day in the cest pool of the Bronx not only was it unsafe but nasty. it’s been a month I submitted complaints a 100 phone calls and just to add insult to injury our jeep was damage, had to pay cancelation fees because never made it on Monday and with everything going on I never call the utilities companies to let them know I wouldn’t be at the house so when we did get to the new house we stood our first 3 days without phone lights cable internet we had to reschedule everything and pay on top of that. We never even got an apology how sad something that we had plan for over a year to the last detail U-HAUL messed up in matter of days thanks U-HAUL oh and that guy Joe Garow he says any problem call him and he gives u his personal cell phone number well I called he because I had no reason to think he would lie I called him he answered told me he was at a doctor’s appt he would call me back never called me back then later I spoke to Jessica Andia I believe that to be her name she said Joe reported he spoke to me and that the issue was in fact resolved another lie. I have reported everywhere and going to continue until they compensate me for all my lostDesired Settlement: not only should they provide me with a total refund they need to compensate me for my damage jeep as well as all the extra money I had to spend do to their negligence. We never even got a phone call after submitting a complaint over the phone they said someone would contact me that never happened thanks. I really hope to god that by me submitting this people will beware before going to U-HAUL because I went with them because I though they were professionals boy was I wrong.

Business

Response:

May 8, 2013

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

Ms. Jessica Andia, our Executive Assistant for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. She informed our office she corresponded with Ms. [redacted] by email and spoke with her recently. Ms. Andia also recently received the out of pocket receipts Ms. [redacted] mailed. They are currently being reviewed and considered for reimbursement. Ms. Andia will be back in contact with Ms. [redacted] as soon as a decision is reached.

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: On December 31, 2012 I went to U haul location [redacted] to rent a truck in order to move. I told the customer representative that I will be moving from [redacted], Ohio to [redacted], Ohio. She estimated the trip to be about 30 miles and the cost to be around $46.00. I signed the contract after she underlined information pertaining to returning the vehicle with gas at the indicated mark (full), and the non-coverage insurance on the vehicle. Also, there was a debit card used during this transaction to hold the deposit of about $46.00. I proceeded to move my items from [redacted] to [redacted] using the truck and I dropped my truck off at the U-haul location [redacted] shortly before midnight. I received a call the following morning from a manager from the [redacted] U-haul who asked me when I was going to return their truck. I told them I dropped it off at the [redacted], [redacted] location. The manager in return became very irate stating that I had to return the truck to the [redacted] location or I will be fined about $250 for wrong destination, mileage, and other fees. I told him that I was given a truck to move from [redacted] to [redacted], estimated at about 30 miles and therefore I should not have to charged extra fees in doing so. He explained to me about how I was given a local truck and not a one way truck which was not previously stated to me by the initial representative who have given me the truck. Even though the initial representative gave me the wrong information and truck, I tried to compromise with the manager and offered to bring the truck back to [redacted], but the manager told me that I would have to discuss the options of the truck return with the [redacted] location. I called the [redacted] U-haul and the representative there took down my information and told me he would get back to me if anything needed to be done on my end. I then called the [redacted] location, did not speak to the manager, but to another representative and told her that I had called the [redacted] location and told them the situation of how the truck ended up at their location. She told me that they would wait to hear from the [redacted] location and get back to me. She also stated she would talk to the representative that gave me the truck about the conversation we had. I went an entire week without hearing from U-haul until I received an email stating that I had 7 days to pay the debt of $254.26 or I would be sent to collections. I asked the regional agency of U-haul to dispute the charge for the first time and they sent the issue to the manager at the [redacted] location who again was irate about the situation and closed the dispute, claiming that I am at fault. I then asked the regional agency to dispute the charge again, or at least hear me out about the charge; I even compromised with them, saying I will pay the one way fee which would have been an remaining balance of $80. The executive at that level, sent me a short email saying that I have to pay the charges even though when I tried to get in touch with him by phone, he never returned my calls. Yesterday. on January 29, 2013, I received a call from an collection agency asking me for payment of $254.26 plus a processing fee in regards to U-haul. I had that representative dispute the charge until I filed this complaint.Desired Settlement: I will like the [redacted] location to adjust the billing of this matter and allow me to pay the remaining balance of a one way charge without gas fees (since I had filled up the tank prior to taking the truck at the Cleveland location). They already received my payment of $46 from the deposit so the remaining balance that I should pay (from a one way charge) should be less than $80.

Business

Response:

January 31, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Akron, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining he researched her concerns. She signed the contract and was aware of the charges. Mr. [redacted] relayed that a refund will not be processed.

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 June 23rd, 2014 when I went to uhaul to retrieve my belongings the storage unit was found to have been rat infested and apparently there had been some flooding too. There were rat droppings in the toaster part of my stove and in the back of my refrigerator, on my pillowtop mattresses. My children's bunsk bed mattresses were found to have water damage, evidenced by water stains on the backside of the mattresses as well as a hole in the 1 of the matresses. There was also water damage to the back of my dresser. It was a very horrific experience because me and my family still had to remove all items from the storage unit. There was mold/mildew on the floors of the unit as well as rat droppings. I ended up leaving all of the dameged items in a space designated by one of Uhaul's employess. He encouraged me to file a total claims loss. The next morning when I leftwork I went to speak with current manger and she too encouraged me to file a calim with their insurance company since I had insured my belongings when I placed them in storage. Once I contaced the insurance company and the actual complaint had been filed the insurance company notified me that they were only responsible to payout $1,000.00 because I was only offered the lowest insurance rate when I placed my belonings in storage. the agent then told me that I could've insured my belongings at whatever value I wanted. I replied, "that isn't how it was explained when the insurance was offered." In fact the $1,000.00 insurance was explained supposedly for theft, it was never stated that I should insure my belongings for what they were actually worth or any other insurance premuim that would have covered the replacement of my belongings.

Product_Or_Service: Storage unit

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

If the insurance company is correct in it's findings and is only entitled to payout the $1,000.00 insurance that was offered at the time I placed my belongings in storage, then I feel that Uhaul should be held responsible for reimbursing me for the damages that incurred while in thie facility. Besides, they did not hold up to their end of the protection of goods, which is to provide clean and dry storage units. Uhaul needs to do a much better job of explaining their

Business

Response:

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Chicago and Chicago Western Suburbs, along with his Executive Assistant, [redacted], followed up on the information Ms. [redacted] provided. Ms. Tollstam spoke to Ms. [redacted] and discussed her concerns. She suggested Ms. [redacted] contact her adjuster with [redacted] regarding her check that was issued if still not yet received. Mr. [redacted] also assured our office he would reach out to Ms. [redacted] to ensure her concerns are resolved.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:

[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 am read to move foward with the discussion of compensation for the loss of my belongings. But, is the company willing to discuss reimbursement of the monthly payments directly from my account; which weren't beneficial to me as a customer at all?) I will wait for the business to perform this action and, if it does, I will consider this complaint resolved.

Regards,

Consumer

Response:

Yes, I would like to reopen my case. The company has made me an offer but only for the depreciated value of my belongings that we're ruined while in storage. I still feel that I am at a great loss, I paid for my belongings to be stored not destroyed. I think that if not all but some of the $6,000+ paid toward storage should be reimbursed. All I keep hearing about is the contract, but the contract does not explain the insurance options as I have heard them explained after the fact. I honestly feel that the company/worker can do a much better job with explaining the insurance rates. I feel like it's very misleading to offer customers a $6/mo insurance rate as your "best offer", then in the end the customer walks away with way less than what was paid for the stored items. Instead, the worker should explain all insurance rates along with coverage details to explain what to expect in the event that something happens to items while in storage. To know now that I could've insured my belongings for what it was worth is just very difficult for me.

Also, within six months, a company lock had been placed on my unit without notifying me or even providing me with a key. But, now I am told that it is a requirement for customers to use disc locks sold by the company. If this is the case, why then was this not explained when I placed my belongings in storage.

One thing the contract does state is that you provide a phone number, email address and an emergency contact so that customers can be notified in case of fire, water damage etc. Oh, but they wouldn't have been able to follow through with this because there weren't any keys for anyone to check the unit, not even myself.

This has been a very hard pill to swallow because due to this one incident I have paid a bit more than triple the amount that I paid to store my belongings. I can accept my part in this (practically, blindly paying for a service) I understand that with insurance companies, that valuables do depreciate; but, when it comes to discussing reimbursement, it's just isn't up for discussion.

This incident has definitely been a lesson well taught and learned; I WILL NEVER USE A STORAGE FACILITY AGAIN, NOR WILL I ADVISE ANYONE I KNOW TO DO SO.

Very poor customer service equals even more dissatisfied customer. [redacted]

Review: [redacted] Uhaul (Hoover, AL) charged a $25 cleaning fee for unfolded blankets, which was not a clearly defined requirement in the contract.

Contract Info [redacted] pick up Date - 5/29/15

Rental Return - 5/31/15

Cleaning fee - $25.63

[redacted] Uhaul (Hoover, AL) charged a $25 cleaning fee for unfolded blankets, which was not a clearly defined requirement in the contract. All was going well UNTIL the return and when I received a cleaning fee of $25 for unfolded furniture blankets. I have used Uhaul many times in the past and have never had to fold the blankets when returning the truck. It's not in the contract. I've never been charged a cleaning fee for unfolded furniture blankets. (Do they expect me to shrink wrap the blankets in plastic as well?) The man working the register asked if the truck fuel had been refilled to the same amount when picked up. I said yes. He did NOT inspect the truck. I repeat - he DID NOT inspect the truck (part of his job). If he would have inspected the truck like he should have, I would have gladly folded the blankets to save $25!! I spent multiple times on the phone with the gas station employee and multiple phone calls with his manager (Andy Echols) as well. They would not refund the money. Based on reviews, this location has had many problems in the past with other customers as well.Desired Settlement: $25.63 refund of cleaning fee charges

$25.00 for inconveniences and failure to meet the contract/agreement

Total - $50.63 refunded back to [redacted] card that was charged with cleaning fee

Business

Response:

June 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] admitted that the truck was not cleaned when it was returned in addition to not folding the furniture pads, therefore, a refund for the cleaning fee is not refundable.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for b[redacted]ing 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 did not agree that the truck was not cleaned. This is the third time [redacted] has lied. First he lied when he said that the issue had been resolved when it hadn't . Secondly, he also lied about calling me when they saw the blankets had not been folded. My phone records can prove it. Thirdly, he lies again about the issue being resolved when it hasn't. Upon returning the vehicle to the [redacted] Uhaul location the employee working the register refused to do a walk-around inspection of the vehicle and it's condition. The contract states that this must be done, but he did not do it. If the furniture pads were required to be folded this is when it could have been stated, but the employee did not follow the contractual agreement. Furthermore, the contract does not specifically state that the furniture blankets must be folded, but only that the equipment must be as clean as it was when picked up. The blankets were as clean when returned as they were when received. If Uhaul requires the blankets to be folded then they should specifically state that in the contract, just as they are very clear on their gas refill requirements. They also do not state what the cleaning fee would be - a specific amount needs to be mentioned in the contract. Instead, they vaguely state "Customer agrees to pay a cleaning fee if the EQUIPMENT is not returned in as clean of a condition as when it was picked up." This is a vague statement that is a scam. Uhaul most likely automatically charges every customer a cleaning fee assuming that they will not notice.Every time I have spoken with [redacted] over the phone he has been extremely rude and unwilling to listen to my side of the story. He does not possess the skills necessary to be a manager with any company. [redacted] should be fired due to his continual lies, lack of trust, and his inability to solve a simple issue with a customer. Uhaul's website has many bad reviews for this location, so I am not the only one having a problem with this location and manager.Regardless of what [redacted] says, I will not be satisfied and this issue will not be resolved until I have received a full refund of $25 plus tax.

Regards,

Business

Response:

June 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. In the interest of customer good faith, Mr. [redacted] relayed a refund for $25.63 was issued back to the [redacted] account listed on the rental agreement. The refund should post on their next credit card statement.

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: On the weekend of 8/7/14 a representative from my company called the U-Haul call center to reserve a truck for Sat 8/9/14 at the [redacted]ocation. When two of our employees went to pick the truck up the general manager of the store told them that they do not rent to [redacted]. The reason they had for not renting to us was that we were always late on returns, returned the trucks low on gas, did not clean them, and owed them money. We called the main call center to figure out what was going on. We found out that we did not owe any money. The only report they had was being late one time at a totally different location for a reasonable situation they we informed them immediately. On that note, we returned back to that Federal location to get the reservation and they still said no, we do not rent to our company. One of the men was Hispanic and felt that the manager had a problem with that. We put in a complaint to the main U-Haul and was called back by a rep on 8/14/14. I was told she would call me back the next day with a resolution to the problem. I never got a call back so I decided to call them. After three tries I finally got a call back on 8/21/14 at 4:45 pm. The rep that called me worked at the same location the problem occurred and said that the GM had paperwork with the decision to not to rent to us. I asked why that decision was made and couldn't answer. I was never notified of any problems or bills. I am a regular customer and also bought a 26 foot box truck from there for my own company. I went to the store myself to pay any money I might owe and was told I didn't owe anything. Before this problem I had a previous problem with the same GM about parking. I parked in front of the store just to run in to buy some rolls of plastic wrap. I was told I couldn't park there and was told to move. A few minutes later a man pulled in the same spot and was told nothing, not to move or not to park there. He was there for the same reason, to purchase something.Desired Settlement: DesiredSettlementID: Refund

I would like to be credited for the problems that occurred that day. The amount we were charged for the truck we had to pick up from a further and different location and $40 I had to pay our manager in hourly wages to straighten out the problem. I feel if a reservation is made at the call center and there is a problem at a certain location they should have it on file.

Business

Response:

September 9, 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 West Central Colorado Regional Office, followed up on the information Ms. [redacted] provided. She informed our office we hold reason and the right to decline rentals to Ms. [redacted] and her associated moving company due to tardiness and excessive extension of U-Haul contracts. Her company has developed a reputation of not adhering to the terms of the U-Haul contract. Ms. [redacted] assured our office there was no discrimination involved and added that any type of reimbursement will not be forth coming.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

This is not the issue at all in U-Haul's answer. We don't want to rent from U-Haul any more. The main call center at U- Haul said there where no issues except one that was resolved. Still nothing is mentioned about the treatment I received when I went to purchase some supplies that I mentioned in the complaint. I find it very strange that we were told over and over by the call center that there were no issues of tardiness or anything else on our part and now there is. I just wanted that charges for the day of the incident refunded to me along with $40.00. I will never rent or purchase anything from them again. I spent a lot of money with U-Haul over the years and this is how they chose to treat me. We did nothing wrong to this company. On about 4 different occasions, we went to pick up trucks at this facility mentioned in the complaint and the truck wasn't there. We now rent from [redacted] and [redacted] and don't have any of the problems we have had with [redacted].

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our West Central Colorado Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained we try to accommodate every customers needs to the best of our abilities, but that sometimes means we have had to displace other families due to a late return. Mr. [redacted] and Ms. [redacted] were able to reach an amicable resolution by issuing her a refund for $60 to help offset the inconvenience she experienced. He also offered his contact information in the event she wished to make a reservation in the future, he would be happy to help set that up for her. Mr. [redacted] relayed we will continue to rent to her and the moving company. He assured our office he would also discuss the situation with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 made an online reservation for a truck to be picked up @ a local storage warehouse. A few minutes after I completed my online reservation, complete with online payment by debit card, I received a call feom that location stating they did not have the "product" on hand. So they forwarded my reservation to another location where I proceeded to the new location to attempt to collect the truck I had reserved online. Upon arrival to the new location, the sales clerk cancelled my previous order to begin an entirely new order within her store. She made several attempts to process my order in hwr store, but there had been a hold against my bank account for the original reservation and I budgeted very closely for my move so there were not additional funds available. After an hour and a half at this store and two phone calls to different divisions of UHaul, the store had reached closing hours. No one from UHaul could explain the pending charges and even told me they didn't exist in their system. Needless to say the issue was not resolved, the store had to close and I DID NOT recieve the moving truck I had reserved online. This all happened on the Friday before Labor Day so I had to not only postpone my move, but I also had to wait an entire holiday weekend with $191.28 pending charge against my bank account only to find out Wednesday that the charge had officially been processed. I have spent close to two hours on the phone today, been transferred over 5 times and had my call dropped, to finally learn that the UHaul buyers club has processed this charge and I cannot receive my money back until I refuse and then UHaul warhouse recieves back boxes that I never ordered. Customer service has been less than helpful with my complaints or request to refund my account immediately. My reservation never included boxes therefore I don't understand why I'm being penalized for an error that UHaul made. Not to mention this whole debacle has caused me unnecessary grief, anxiey and financial burden.Desired Settlement: I'm requesting the charge in the amount of $191.28 be refunded immediately and compensation (specifically free or greatly discounted truck rental services) for the trouble this has brought me.

Business

Response:

September 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Gainesville, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience they experienced. She addressed their concerns and relayed that she could not find where they were charged for any boxes on their credit card. The only charge showing was for the one way rental fee. Based on her research, she advised Mr. [redacted] she could not issue a refund.

As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them 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.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

November 19, 2012

Thank you for your concern for our customers [redacted]

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

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

Regards,

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

Review: I moved to CA from SC on May 17th. I used a uhaul ubox pod to ship our furniture/clothes/household items etc. It is now May 28th and our box has still not even left SC uhaul facility when we were told it would be in CA for pickup on Sunday May 25th. A member of uhaul in city of industry CA informed me on the 27th that it had shipped but he couldn't tell me when it would be here or where it was. And I received a phone call from SC uhaul today saying it was still in SC. So now I'm being lied to as well. I am being charged $1200 for this service and am not paying for lies and late shipments. All of our furniture, beds, clothes, and important documents are in that pod and we expected to have them here by the date we paid for.Desired Settlement: We would like the entire service paid for because we were lied to and still have not received our pod. Including the $140 charge for the original acquisition of the pod in SC and the $11 charge for the shipment that still hasn't taken place and is a week late already and hasn't even left the state of origin. Also any other charges that we would incur for delivery and transportation to get our items once it finally does arrive. We would also like a settlement to be made in cash for our hardships and stress we have had to deal with because of not having our items. We are sleeping on the floor. Had to go out and purchase clothes and haven't been able to take care of important procedures because we do not have our paperwork and documents that are in the pod.

Business

Response:

June 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Carolina regional office, followed up on the information Mr. [redacted] provided. A refund for $1000 was issued to Mr. [redacted] as an adjustment and was amicably accepted.

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

Business

Response:

November 19, 2012

Thank you for your concern for our customer [redacted]

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I made an appointment to get a hitch for a gooseneck horse trailer installed in my Dodge Ram 1500. One week later, on the morning of my appointment, U-Haul called me to cancel because the parts allegedly weren't in from the supplier yet. I brought it in the following week after U-Haul confirmed that the parts were in. However, after I dropped off the Dodge Ram, a U-Haul employee by the name of "[redacted]" told me the parts actually still weren't in and he could not do the hitch. I picked the Dodge Ram back up. Then [redacted] told me that he was having the supplier overnight the part and he could install the hitch the following week. I agreed to wait because he promised he would install it as soon as it arrived. However, he failed to call so I called U-Haul for an update. [redacted] informed me that the hitch arrived, and I could bring the Dodge Ram in the next day for installation.Finally I brought the Dodge Ram in (second time, third appointment) and [redacted] was supposed to install the hitch on June 12, 2013. However he was unavailable until the afternoon, despite his promises to the contrary. He finally installed the hitch, but when I came to pick it up he informed me that he did not have all the necessary tools to finish the job. Namely, he was not able to properly install the hitch because he could not cut through the bedliner of the truck. Astonishingly, he simply removed the bedliner from the truck.Also, he did not install a brake controller in the truck, so now I am not able to control the brakes of the gooseneck trailer.I have made an appointment with another hitch installer to finish the job. I am shocked at how unbelievably unprofessional [redacted] was at U-Haul, and I want to submit the bill to U-Haul for whatever it costs for me to finish the hitch installation process.[redacted] charged me $480.50 for the job. Given that it is still not done, and this all took place over a three week period even though he promised the job would take 3 hours, I expect U-Haul to compensate meDesired Settlement: I expect U-Haul to compensate me for the cost that I will have to pay another company to finish the hitch installation process. I will have this bill ready on Monday, June 17. I fully expect U-Haul to cover this cost. U-Haul must compensate me for the lies, false promises, and shoddy work that consumed my time over a three week period, for a job that should have taken 3 hours. I am now in my fourth week of simply getting the hitch installed in my Dodge Ram.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his sincere apology for the inconvenience and delay we caused. Mr. [redacted] requested Ms. [redacted] forward an invoice for the completion of the installation for further review and to help reach a resolution.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: On May 9th, I placed an online order with U-haul for a trailer hitch for my 2011 Ford Focus, order [redacted] I scheduled installation for May 22 and took a day of PTO because the dealer would only give me a time slot for late morning and I would not be able to work the morning or afternoon. The appointment was for 11am. I took a day of PTO to get the installation done, and on the day of the appointment, the dealer calls me to cancel as u-haul had back-ordered the item.

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

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

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and listened to his concerns. She also advised him of a refund for $270.78.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

November 14, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to [redacted] This complaint has been resolved.

Regards,