J.R.J. Tara Corporation

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

Business

Response:

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

Review: When I initially rented the truck I was charged for the rental fee plus $0.99/ mile for 50 miles. The woman stated that if I went over the 50 miles I would be charged extra or if I went under 50 miles I would get a refund and that the truck had to be back by 8am. I rented the truck Friday and returned it Saturday morning around 6am. I parked the truck in there parking lot with the meter reading that I put 29 miles on it. Today I went in during business hours to get my refund. Not only are they refusing to refund me, they are charging me as if I put 80 miles on the truck.Desired Settlement: I would like to only be charged for the mileage I put on the truck which was 29 miles.

Business

Response:

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

Our records indicate a refund for $57.33 was issued back to Mr. [redacted]’s [redacted] account on October 28, 2014. 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: 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 submitted a reservation through uhauls reservation system no less than 7 times. Each time 7am was confirmed over the phone and in writing via email. I then received assurances and the time was accurate only to receive a subsequent email stating the vehicle was not available at that timeDesired Settlement: Full refund desired

Business

Response:

February 25, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Product_Or_Service: Rent U-Haul vehicle

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

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

Business

Response:

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

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

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

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

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

Business

Response:

March 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Don't use U-HAUL - EVER! Let me start by saying I am a reasonable, patient person, but this weekend pushed me to my limits. I was scheduled to move my 3 bedroom home contents to a new location approximately 60 miles east. More than a week prior to the move day (6/29/13), I reserved a 24ft. U-Haul truck and dolly online and received a confirmation email from the company. Early the next week (6/24/13) I received another email that basically said that someone would be in touch from U-Haul to confirm the equipment location and pick up time (no later than 6/26/13). Then, another email showed up on 6/26/13 that said the same thing - delayed until 6/27/13, then another that said delayed until one day before move (6/28/13). By this point, I was very nervous and attempted to call U-Haul to confirm. The local U-Haul I thought I was picking up from claimed to have no information about it. On Friday afternoon, I still had not heard anything and attempted to call again. I was given several phone numbers and no one had any information. Finally, one of the ladies at the last place I called (Harrisburg) indicated in a dismissive tone that U-Haul had until 8pm on Friday night to call me back. No one called, so at 8:05 I called again and found that I had to speak with the national hotline for reservations. After @ 20+ minutes on hold, I was transferred from department to department with no assistance. Finally a supervisor named Jay got on the phone and seemed friendly and helpful, but indicated that the scheduling department was closed for the day and he couldn't confirm any details about the truck I needed the following day. I was very frustrated at this point and expressed to Jay that I had reserved equipment and received updates via email, but the day prior to my move, I had no confirmation of being able to get a truck. I asked why U-Haul hadn't communicated that equipment might not be available? At that point I had no way to even arrange for another company to rent me a truck! Jay stated that he understood and that I should call back in the morning to find out where a truck might be available. I was livid at his suggestion that I should have to be the one to figure this out and I indicated to him that I would absolutely NOT be calling back in because I had already been on hold, disconnected and run around about my reservation. Jay said he understood and claimed he was putting a note in the "system" that would urgently alert the CSR in the AM to call me first thing. Then he said that he would attempt to transfer me to customer service to get compensation for me since I had such a bad experience so far, but as soon as we were done speaking he disconnected me. Needless to say, no phone call on Saturday morning. People that I had asked to help were at my house and ready to move, but NO TRUCK! I was very frustrated! I called the reservation hotline around 9AM and finally got a supervisor named Joanne who attempted to help. Although she was the most compentent person I had dealt with (out of 6 or 7 people), she also could not find any information and claimed that there was no equipment would be available in my area. I was told that I could drive to Lebanon, PA (40 miles east of my original pick up location) for a smaller truck at 2:30 Saturday afternoon. Of course, this wasn't an option. I was then informed that I would basically have to wait. I didn't get a call back until 2pm Saturday afternoon when a rep from a Mechanicsburg location (25 miles to the west of my original pick up location) said there would be a truck available at 3pm. In the meantime, I had to pile my belongings into pickup trucks and make 5X as many trips than if I had a truck as promised (I am still moving as of today). I was livid with the entire process 1) lack of customer service, 2) lack of a "reservation" system (meaningless!), 3) ineptitude of the management to address the issue, 4) lack of concern with how inconvenienced I was. I called the rep in Mechanicsburg back and informed her of my saga with the reservation and informed her that I had had to scramble friends and family to partially move my belongings and I was, under no circumstances, going to pay for a truck eight hours after the time that I needed it. I also called Joanne back and informed her of this and was stunned to find that she acted as if she was offended that I hadn't accepted U-Haul's "offering". Don't rent from this company EVER> Very dissatisfied "customer" that will make sure everyone I know gets this

Review: I went to the UHaul web site and entered information for renting a 14 foot truck to pick up from a Lexington, KY location and drop off at an Elsmere, KY location and got a price of $131.00. If I enter the same information today, I get the same quote (although they changed their website to replace the 14 foot truck witha 15 foot truck). I went to the Lexington, KY location (Bryan Station Road) and told them I needed an out of town rental and gave them the same information (drop off at Elsmere, KY). I used the truck for my move. When I returned the truck I was charged $252.28 and questioned this charge, but was told I had to pay $252.28 because I did not return the truck to the pickup location. According to the web site, I should have only had to pay $131.00 plus tax. I called their customer service number and they blew me off saying there was nothing they could do. Every time I tried to talk, I got interrupted. I believe I was overcharged and am not getting any cooperation.Desired Settlement: A refund of the difference - approximately $115.00.

Business

Response:

January 18, 2013

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

Ms. Carolyn Jones, our Executive Assistant for the U-Haul Company of Louisville, followed up on the information Mr. T[redacted] provided. She informed our office she spoke to Mr. T[redacted] and discussed his concerns. A refund for $95.82 was credited back to Mr. T[redacted]’s Master Card account as an adjustment on his rental. The credit 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,

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: This was a letter I sent to [redacted] after receiving an invoice in which I believe I was overcharged. [redacted] did not provide a response, but did withdraw money from my bank account.Dear UHaul Representative:Re: U-Haul Contract [redacted].On January 2nd, 2013, [redacted] and I rented a UHaul moving truck in Brattleboro VT, and had driven it with our furniture to Haverhill, NH. We have recently received an invoice for this service. Unfortunately, there are several charges on the bill which we refuse to pay. We agree to pay for the truck, for extra mileage (32.88), and for the cleanup fee (25.00). However, there are a number of items which left us unsatisfied with our rental experience: 1. Our truck was not delivered to us with a full tank of gas. As such, we filled it up to the best of our ability by "eyeballing" where we believed the gas needle had been. We had called the U-Haul center in Brattleboro upon learning this and had been instructed to fill the tank "as close as possible." For this reason, we will not pay the fuel sales (21.20) or "Fill Up Service Fee" (30.00). 2. We had ordered insurance in case of damage to the vehicle or break down. We were led to believe that this would also cover the vehicle being stuck in snow due to the substandard (nearly bald) tread on the tires. When this in fact happened, U-Haul did not provide any help, and we had to be towed out from our own pocket. For this reason, we will not pay the insurance coverage fee (14.00) nor the extra day fee (40.00). We are happy to pay the remaining amounts on the invoice, but refuse to pay for things that we are not liable for or for services which U-Haul did not provide. Please forward a new invoice with these items removed, which we are happy to pay promptly. If U-Haul refuses to remove these items from the new invoice before January 10th, we will dispute all charges, file a complaint with the [redacted], and follow their direction accordingly. Please contact me at the above address or by phone at ###-###-#### if you would like to discuss this matter further. Thanks for your cooperation.

Sincerely,

Rental

Account_Number: [redacted]Desired Settlement: Refund

I would like to be refunded the amounts listed that I do not feel I was liable for.

Business

Response:

March 29, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of ** and **, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering an apology and also explained she was removing the fees for the extra day, Safemove Protection as well as the fuel fees. However, the charges for cleaning fee and extra miles will remain.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I scheduled to rent a U-Haul trailer from the Roswell, New Mexico at [redacted] for Friday May 31st.

They called and informed me that the U-Haul would not be available until 5:00 or 6:00 p.m.

At no time was I informed that the reservation would be delayed prior to the call the day before.

The U haul person [redacted] acted as if this was no big deal and was less than courteous and not at all helpful.

I then called the national office to file a complaint number [redacted]. [redacted] was very polite and said she would route me to the regional office to see if they could reschedule a trailer.

Unfortunately, for the next hour and 1/2 I was constantly sent back to the main number waiting 20 to 30 minutes at a time, only again to be rerouted to the wrong number.

Finally, I had to ask for a supervisor named [redacted]. Again, I was sent to the wrong number. However, [redacted] gave me the correct number to call. When I called the regional office, [redacted] said she could not route me to the traffic area. However, she was kind enough to say she would have them call me back.

During this hour and a half and four different people to handle what most people would do with one phone call, the Roswell office called back to say they had found a trailer.

I called back the Roswell office at [redacted] and confirmed I would pick up the Uhaul, and informed them I had filed a national complaint. A [redacted] gave the smart alec remark "Thank You Sir."

I also mentioned that I would be filing a complaint with the Revdex.com. [redacted] again gave a smart alec remark, "Thank you sir."

When a company makes a mistake, it should make every effort to cure the problem. [redacted] could have called the regional office to see what could be done. She chose not to do so. She could have also referred the matter to her manager. [redacted]'s smart alec remarks only add further wood to the proverbial fire and are completely unacceptable in any business.Desired Settlement: I want a written apology signed by [redacted], [redacted], the district manager, and the regional manager.

This type of customer care is completely unacceptable in any company.

Further, if I do not receive a call back from the national office as promised with my first call with [redacted] at customer service, I will be filing a second complaint against the way they have handled the complaint.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of NM, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:

[redacted], Good morning I would like to apologize for the delay in your pick up time and let you know that as per our reservation guarantee you have been issued the $50 dollars. At no time do we plan to delay customers and not have the equipment available, sometimes due to circumstances beyond our control things do happen and we have delays, at the earliest possible time the equipment is available we strive to get the customer in to the equipment the reserved. In this case we did this the same day although not at the desired time, I do apologize for the delay and the problems you had with the phone, I am sure [redacted] in Roswell was not trying to be rude or disrespectful but I apologize for any behavior you perceived to be unprofessional. Once again thank you for your business and I am sorry your trip was delayed by a delay on our end. Thank you, [redacted] MCP Co [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I contacted U-Haul and requested the use of a 10 foot truck for Saturday, June 1. I requested to pick up the truck Friday, May 31 after 4:30pm and return the vehicle within 24 hours (both pickup and return at the Lafayette, CO location). I specifically emphasized that I needed the vehicle for Saturday, June 1. I was given a "guaranteed" reservation with an exact pickup time and location to be given to me Friday, May 31 in the morning. I received a call saying that I could use a truck from 4pm to midnight Friday, May 31 from a U-Haul location in Denver, CO on York Street. I explained that I really needed the vehicle for Saturday, June 1 as I had specified in my "guaranteed" reservation. I was told that it was not possible and that I could either have the truck for Friday evening or that I should cancel my reservation. I had depended upon getting the vehicle for use on Saturday and this company completely failed me after giving me a guarantee. I used U-Haul several years ago with a very satisfying outcome. Back then, I was able to schedule with a local U-Haul entity. It seems that now the company has gone to a more centralized reservation system. I found this system to be wholly inadequate; they certainly completely failed in providing me proper service. Furthermore, because they instilled trust in me with their "guaranteed" reservation, I did not pursue any other rental options from other vendors. I was left high and dry searching for a vehicle to use at the last minute and, of course, everything was booked by that time.Desired Settlement: I would like to inform other potential customers of U-Haul of my experience. I will not use them again in the future unless they dramatically improve their reservation system.

Business

Response:

June 7, 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 Northern CO, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and assured him she had addressed his concerns with all involved to ensure proper procedures are being followed locally. She also issued him a refund for the $50 Reservation Guarantee Fee back to his Visa account, which should post on his next credit card statement. Ms. [redacted] included her call back number in case Mr. [redacted] wished to speak to her or had other concern.

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: U-Haul's reservations are guaranteed. Their website says "Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50....If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages." I made my reservation(12/5/12) & it was confirmed via phone by the U-Haul location that I used. In my reservation I requested & was guaranteed furniture pads. When I got to the location(12/6/12) they did not have the pads. I explained the $50 guarantee to the worker, he was not aware of the guarantee and so contacted the U-Haul service number & they explained to me that I would have to make a complaint to their 1-800 number. I contacted that number & was transferred several times and/or told they'd have to have someone new call me back. Sometimes I was told the person that I was asking for wasn't there even though the last person I'd spoken with told me they would be in. They kept explaining that I wasn't owed the $50 for different reasons. This went on for at least three days until finally I received an email from [redacted](12/20/12). I was told I would be called by [redacted] because I explained to them I didn't often check my email. Instead he sent me an email explaining if he didn't hear from me by 3pm that same day he would close the objection as resolved. Then after calling and speaking with someone other than [redacted] I received an email from [redacted](12/29/12) explaining he'd spoken with the location and confirmed that they did not have the pads and he would be sending me a VIP certificate for the missing pads(12/29/12). The wording on their website is pay but since this had now been 2 weeks worth of going back & forth & I knew I'd need a rental again when I moved I didn't fight it. I figured I would use the $50 certificate & then never use U-Haul again. However when I recently found my house and attempted to use the U-Haul certificate again the worker at the location was not even aware of the guarantee & didn't know what to do with the certificate code so he called the 1-800 #. I was initially told by the woman on the phone that they don't have any such code & told that the $50 guarantee is something they reimburse to you not give as a certificate. I explained that I was aware the last person didn't do what he was supposed to but that is how he gave the $50. I was treated like I was trying to steal from them in asking them to fufill their promise. I kept explaining to the woman on the phone Kathy that I received an email from them but she just kept insisting that they weren't giving me a rental for free & the most she can do is give me money off my next rental. I pulled up the email they sent me on my phone & read it to her & at that point she acknowledge that I had received the $50 certificate. However then she spoke back with the worker at the location. When he put me back on the phone, Kathy explained that I'd already rented and used the certificate. When I explained that I had not because I'd just bought a house & just cleared out my storage unit had no use for rental until than, she than asked if I'd bought patrolium. She was very sarcastic & rude. If I'd rented they'd have record of that. If I'd used the certificate than they should have record of that & be able to tell me where but they are unable. I do still have the 3 emails from [redacted].Desired Settlement: I would like U-Haul to honor their promise and reimburse my account $50.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of South Philadelphia, followed up on the information [redacted] provided. She informed our office she sent [redacted] an email offering her apology for the inconvenience she experienced and advised her of a refund for the $50 Reservation Guarantee Fee back to her Visa account. 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

Review: on August 1 ,2013 we rented a 26'truck that broke down on August 6,2013 , two blocks from our home. I had driven 21 miles at that time .Roadside could not fix and said it would have to be towed. .The truck was towed and our belongings were removed with out any attempt made on their part to coordinate with us..I received an e-mail dated 4 days after my belongings were placed in 7 different storage units when I had a 10 x 30 already rented to put this truck load of things into...not until yesterday,August 28,2013 ,did I even get the information about these units...From the 6th of August I have been trying to locate my property and could not even get the barest of information from anyone.. .there has been no concern on the part of the u-haul reps that their equipment failed to function properly which is what led to this chain of events.. From the 9th of August I received msgs thru friends phone that they {uhaul} HAD SEIZED THE TRUCK AND MY BELONGINGS WERE GOING TO AUCTION!!Desired Settlement: I should have been provided with another truck in which to transfer my belongings or the truck that broke down should of been towed to my storage facility...I want my property back and I want all bills incurred with my property and the broken down truck adjusted accordingly

Business

Response:

September 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our President for the U-Haul Company of Southern CO, followed up on the information Mr. and Mrs[redacted]provided. He sent them the following email:

Mrs[redacted] I have reviewed your concerns and would like to apologize for my delay in getting back to you. As far as the concerns you have listed I would like to start by addressing [redacted]'s rudeness and un-cooperativeness. I assure that regardless of the situation it is not her place to be rude or un-cooperative and if she made you feel that way I do apologize. As far as the rest of your concerns : I see that you rented the truck on 8-1 with at one point an estimated return date of 8-3 after and extension was made to the contract due to health problems I believe your husband was experiencing. The truck did return on 8-3 and calls were made inquiring about when the truck was to be returned, and according to notes entered by our local representative in [redacted]t as well as [redacted], you did not currently have residence to unload the vehicle into, or funds to extend the contract any further. In looking at the notes a call was made to our roadside assistance on 8-7 saying the truck had broken down and was no longer useable. A vendor was dispatched to tow the vehicle from a casino in [redacted]. At that point sense the contract was no longer valid as we were not able to collect any funds for the additional time the truck had been used over the original contracted times the truck was towed to a rental facility in [redacted] with storage sense the vehicle was loaded. The truck sat at that location secured while [redacted] and a member of my repair team according to notes attempted to get information on a storage space you let them know you had in [redacted] It looks like for whatever reason the space was not available and you made them aware of a space you had secured on [redacted]. Once again for reasons I am not sure of the space turned out to not be available.It was at that point I believe [redacted] tried to arrange for you to remove the goods from the truck to which you declined. At that point the goods were unloaded from the truck and placed into U-Box moving containers at our location in [redacted] where it has been since it was towed on 8-7. On 8-17 [redacted] sent you an email regarding the storage at the facility and the charges due. At this point the goods are sitting at the location in [redacted] and are not in danger of being auctioned off. With that said we do need to make arrangements to have the goods removed as soon as possible to avoid any further charges being incurred. I am willing to work with you payment of the truck for the time it was used up until the breakdown call on 8-7. Prior to that there was no indication to us that there was any issue with the truck. We did make a repair to the truck, but did find it to be without fuel as well when it was picked up. Either way the truck was on an invalid contract since we were not able to collect additional funds to extend the contract and keep it valid. It was for that reason that another truck was not offered to you. As far as the cost of the storage of the goods I am again willing to work with you on a fair resolution for all involved. You indicated that you had a 10x30 space available to move the goods into in your concern. If you can provide me with documentation that you had this space available to you during the time this has all taken place I will gladly waive any and all storage fees. Below is the email from [redacted] on 8-17. I feel the offer outlined is fair and inline given the circumstances of the transaction as I currently understand them. Please feel free to contact me at my office at ###-###-#### or by email at [redacted] so we may discuss this further. [redacted] I am not certain that you received my first email since I see it back as rejected. As long as you can remove all your contents from storage by 9/12/2013 and have it all removed within 24 hours we can assist you with a rate of $194. You are actually in our storage boxes that rent for more then this discounted rate that we are trying to assist you with. If your items are picked up anytime after 9/12/2013 and not removed within 24 hours then the cost will be $560. Of course this is over the past due rental owed on the truck of $839.56. Please contact me if you need assistance with a payment plan. [redacted] U Haul Company of [redacted] ###-###-#### Thank You, [redacted] M[redacted]

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

Sincerely,

Executive Assistant

U-Haul International

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.

[idid receive an email from Mr.[redacted] to which I replied..I have sent a copy of all to you and am just checking to see if you received such. to this point I have really not received any thing but did submit all storage info as they requested.

Regards,

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted] was unsuccessful at reaching Mr. or Mrs. [redacted]at the telephone number listed, but did send them the following email:

Good Afternoon, I'm [redacted]'s assistant and he's asked that I assist with scheduling the delivery of the U-Boxes containing your possessions. There are 7 boxes and our truck would need to make 2 trips to deliver these. Currently the availability would allow us to deliver these tomorrow 9/12 afternoon. Would this work for you?? If not, next opening will be early next week. I'll be in the office today until 3pm today 9/11. Please contact me prior to 3pm if tomorrow will work so I can ensure its scheduled. Otherwise let me know what day next week is better. Thank you, [redacted] UHC of [redacted] ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

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: My account got charged more then it should have which had my account overdrawn, ending up paying 4 overdraft charges of 35$.

I rented a uhaul truck on the 30th of August at 5:30 and I was charged 56 dollars, I returned the truck that late night and dropped the keys off, I put the gas where it should have been, and my account was charged another 79 dollars on the 3rd of September. that caused my account to be overdrawn 4 times $35 each. the bank would not reverse it because it was my fault, and I deserve a refund for those. I went to the store they did refund me the 79 dollars but not the overdraft fees.Desired Settlement: I am seeking all of the overdraft fees of $35 times 4.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms[redacted]provided. She informed our office she sent Ms[redacted]the following email:

Dear Ms. [redacted], We apologize for the situation. Before I can refund any NCH charges, I will have to review your c/c statement. Please email it to me for review. You can block any other charges. The NCH charges must pertain to the U-Haul transaction. Thank you, [redacted], EA

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. I have already emailed the bank statement to U-Haul, but I attached it again.

Regards,

Review: This was by far the worst customer service experience I have had in my life. When I reserved a truck on the website, it put through the wrong date for my reservation, giving me one day instead of the three that I needed. I called the Northampton location's phone number (###-###-####) to confirm this could be changed when I noticed, a week before the reservation, and was assured that it was fine by the woman on the phone, who said verbatim that she "always recommends people call us at the actual store location" for confirmation because of the glitchy online system. She confirmed that my reservation was for three days.

I then received a call from the store manager, [redacted], the day before my move to discuss my one day reservation. When I told him I had spoken to someone at the store he told me that the store had been closed at the time of my phone call and that I had been directed to a call center *without my knowledge* so he could not honor that reservation. He canceled my initial reservation and switched around some reservations so I had a truck available, but it was not the size that had been confirmed to me when I called the store location and was NOT informed that I was talking to a call center representative and not that location's staff.

When I got to the Uhaul location for pickup, I pulled up the Guarantee contract on my phone and pointed out that I had been under the impression that my reservation was confirmed by store staff and that a truck of the size that I had confirmed (or larger) with that fake "store staff" was unavailable and therefore I believed that, according to the contract, my reservation was broken. [redacted] got extremely nasty with me and told me he was "doing me a favor" by even getting me a truck for the weekend. Admittedly, I am grateful he was able to do this, but I have worked in customer service and I wouldn't call an attempt to right the wrongs done to a customer by another member of service staff a "favor"; even so the company was standing to make almost triple the money off of my business than it would have had I rented a truck for only one day. Some favor! The added business he was getting even exceeded the amount of the $50 reservation guarantee.

He said he could give me the guarantee, which he admitted was owed to me, but he would cancel my reservation in the process and I would not have any truck to move. This is nowhere in the guarantee terms on the Uhaul website and there is no way a customer could extrapolate from these terms that this could be the case. Even so, he had told me over the phone that he was canceling my initial reservation to make room for the new, smaller truck reservation, so my initial reservation, which I had been under the impression I had made and confirmed with a member of the Northampton Uhaul location's staff, had been canceled due to lack of proper equipment, hence qualifying me for the guarantee *even if it required cancellation of a reservation*.

At this point, I had been relying on a truck for moving over the weekend and could not cancel the reservation. I was forced to take the truck, which would only fit my furniture. I told [redacted] I would be pursuing this issue further and he literally told me "this ends here" and that there was no recourse. I had to drive the rest of my belongings to my boyfriend's parents' house (52 mile round trip). It took three car trips down and will take four car trips back because we will not have access to my boyfriend's father's truck to transport boxes.

I sent my story to Uhaul customer service and have not received a response, so I am sending it here.Desired Settlement: I would like the $50 reservation guarantee and reimbursement for the mileage I incurred at the federal mileage rate for moving ([redacted]) - 364 miles at $0.24/mile comes out to $87.36. The total I would like reimbursed is $137.36.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. He gathered from his research of the situation that our GM accommodated Ms. [redacted] the best he could at the time of her move although she was verbally abuse towards him. A refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement. Mr. [redacted] mentioned that no further refunds 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,

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.

However, I have to disagree with the fact that I was described as "verbally abuse (sic)". During our conversation, I thanked [redacted] for getting me a truck and asked about the $50 refund, which he had brought up to me over the phone previously. He told me that it didn't apply. I pulled up the contract and asked him to explain why it didn't apply to the situation. He did not explain anything about how the contract related to my reservation and responded to my further requests for clarification with threats to revoke my reservation.

Obviously, this was a stressful situation and I became upset due to his apparent anger towards me and his inability and/or refusal to address my concerns, but I did not yell, use strong language, or threaten [redacted] in any way. Throughout the course of this interaction, all I did was ask for further clarification of a contract I had signed, to be met with only threats to cancel my truck without any explanation. The fact that he views informed customers as "abusive" is disturbing, and reflects poorly on the business practices of UHaul as a whole.

Regards,

Regards,

Review: Hello, I placed and order on 7/27/13 with U-haul for a u-box to be shipped from Lompoc CA. to Nampa ID. I was told it would take 5 to 10 business for shipping and the box was not water proof. After being loaded the u-box was returned to the Lompoc CA. location for shipping on Saturday 8/10/13 and I was told it would be processed on Monday. Knowing the trip takes about 16 hours I called the next Monday 8/19/13 to check the status of delivery and was told the u-box had not shipped yet. After being transferred to 3 different U-haul representatives I was told the u-box would ship that Monday 8/19/13 and would arrive in Idaho on Friday 8/23/13. With no contact from U-haul I went to the Idaho location Saturday morning 8/24/13 only to find out the u-box had still not shipped from CA. After calling the 800 number for U-haul and raising a ruckus on the phone I was told it would be shipped over night and arrive Sunday. The u-box did arrive on Sunday but had been shipped on a refrigerated truck. All of the personal belongings had been frozen along with condensation soaking all the cloths, pictures, personal documents, electronics, cosmetics, and furniture causing damage to the items listed.

I spoke with Able at the Lompoc location in CA. on 8/24/13. I told him I didn't know what they could do to make this right because I had not received the u-box yet. After receiving the u-box and discovering all the damage I have contacted U-haul several times trying to get this resolved and am now being told I have to go threw a 3rd party insurance company for damage to my items with no response as to reimbursement or any kind of compensation for there very poor costumer service and incompetence in doing what I paid them for. I have sent a list and pictures of the damaged items to U-haul. I do not believe I should I have to deal with a 3rd party insurance and get the run around from them as I have from U-haul. I was not told the u-box would be frozen or given any other options.Desired Settlement: I would like a 50% refund of the service and compensation of 950.00 for the items damaged.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She is ready to offer a refund in the amount of $530 for the shipping and would also like to provide him with the telephone number for RepWest Insurance Company if he wishes to file a claim for damages.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I have received contact from both U-haul and Repwest insurance and we are working on a solution to the issue at hand.

Review: On 8/10/13 I rented a 26 foot uhaul truck at U-Haul Ga at their facility at [redacted] 31406, ###-###-####. I also rented a car carrier. I was moving from Savannah, Ga to Providence, RI. A trip that is approximately 1,050 miles. After the truck was loaded by the movers in Savannah, I went to load the car carrier on and I noticed that the brake light was stuck. It took roadside service 3 hours to come out and look at the truck. They said the truck was safe and it was because of the load that the lights came on. By the time we loaded the car on the carrier, returned to load the car, we were now 6 hours behind schedule. Due to this we lost reservations that were made online at priceline.com. We were unable to make our destination as we left at 7pm instead of 1pm and the hotel was 7 hours away. We lost the money on that reservation and had to pay full price at another hotel. An hour after leaving GA the engine light came on and stayed on all the way to Rhode Island. On 8/16/13 movers met us at the u-haul at [redacted]. Soon after opening the truck to unload we discovered water had leaked into the truck. The movers alerted me to furniture they were unloading and the blankets had stuck to all my furniture, damaging it. In addition my mattresses were destroyed and my couch had to be thrown out due to water damage. The entire truck load was either damaged or ruined. We have tried in vain numerous times to contact U-haul including IMMEDIATELY calling them 6 times when the truck was being unloaded pleading with then to get down there to see the truck being unloaded. I spoke to a woman named [redacted] she said [redacted] (no last name) would call us, he was the area manager. I went to U-haul in East Providence today and was told "[redacted]" would NOT talk to me. U-haul is ignoring my phone calls and an email I wrote to them. There was a hole in the roof of the truck which let the water in and damaged my load. Please help me.Desired Settlement: I would like the money for the trip back due to negligence $2000. There was a hole in the roof of the truck which let water in and my mattresses and box spring and 40 inch Sony tv were directly under the hole. They were damaged, my couch, which was soaking wet and on the floor was thrown out due to water damage. My entire bedroom set was destroyed. I would like $20,000 for personal items and furniture destroyed or damaged due to a hole in the roof and negligence.

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a claims adjuster for RepWest Insurance Company, advised our office that contents/cargo forms were sent to Mr. [redacted] on 8/21/13 and the forms were never returned, nor were they returned as undeliverable. Mr. [redacted] did contact Mr. [redacted] by phone on September 20th. Mr. [redacted] relayed he was in the process of completing the cargo forms and will be returning them once he is able to finalize the quotes for replacement of his items. Mr. [redacted] also advised our office that the U-Haul location Mr. [redacted] returned his rented truck to was contacted on August 27th. RepWest Insurance Company confirmed the truck was inspected and no leaks were found. The truck has been rented multiple times with no incidents reported.

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,

I am attaching pictures of the hole in the roof of the truck picture 0927 and a picture 0952 of the engine light which came on in South Carolina as we were traveling from GA to Rhode Island. I am also attaching some pictures of some of the damage done to our furniture and belongings.

Consumer Rebuttal:

[redacted] from Repwest Insurance company did indeed mail us forms to fill out regarding the damage to our belongings in the U-haul truck in question. However, after receiving the forms we realized that the insurance company named above was asking for receipts for all the damaged goods. We do not have the receipts that they are asking us for. We then called Mr. [redacted] and we left a message on his voice mail asking him to return our phone call. We wanted to ask him if there was another route we could take, such as getting estimates, which we did, from furniture stores to replace what was damaged. Mr. [redacted] NEVER returned our calls.

It was only after writing to the Revdex.com that anyone took any action when requested. U-haul is also claiming that the truck in question had been inspected for leaks and none were found. I have attached pictures of the hole in the roof of the truck as well as pictures of some of our belongings which were damaged. It was useless for me to take pictures of all the very damp boxes holding our belongings as damp boxes do not show up in pictures as being damp. Nor do wet drawers in furniture show up as being wet. All of our belongings have been in storage and I do not know what is moldy from being wet or damp. It is very upsetting to know that it has taken this long for any response from U-haul and our belongings may be getting further damaged.

I would also like to know why no one has addressed the issues of the brake lights that came on as well as the engine light (please see picture) that was on from South Carolina all the way to Rhode Island. The other issue no one has addressed is the fact that I went to U-haul, [redacted], East Providence to speak to the area manager, [redacted] (no last name given) and he refused to speak to me. This in my opinion is a terrible way to handle issues raised my customers.

I would still like the money for all my damaged goods from the insurance company as I did indeed insure that truck. I insured it to assure myself all my belongs would be safe.

Thank you for your continued help in getting what has been, in our experience, negligence on U-haul's part, corrected.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], the claims adjuster for RepWest Insurance Company, spoke with Mr. [redacted] recently and advised him he was currently having his claim reviewed in order to reach a resolution. Once a decision has been reached he will be back in contact with Mr. [redacted].

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.

It seems we may have hit a problem. I have asked [redacted] from U-Haul's insurance company, Repwest, several times to call me back He has not done so. They supposedly offered us a settlement and we sent all the documents and the necessary paper work back to him as he requested. We did that the same day he requested it. He had written via email, once the paperwork was received a check would be issued. The way I understood it once he received the documentation it would take 2 days to issue the check. It has been 10 days. I wrote him again today via email and asked him to please call us. Again, it seems we are at a standstill.. We are at a loss as to what to do.

Regards,

Review: I entered into a rental agreement with u-haul for use of a truck to move my household on sunday 10/27/13. I accepted the cost of the truck at 29.95 plus insurance of $14.00, an estimate of 25miles at $.69 per mile, and to return the truck at 1/4 tank of gas which is how much it was released to me with. I made 4 trips with the truck which came to approximately 16miles total and that includes travel from uhaul and back to uhaul to leave the truck. I returned the truck the same day but it was after business hours. I received the final receipt from uhaul 3 days later via email which states the total mileage on the truck under my contract was 68.8 miles. This is incorrect and absurd. I immediately called the location the next day, spoke [redacted] who went over the receipt with me. She advised me of the cost of the truck and insurance, but also advised I used a dolly which is an additional charge(which I didn't) and that I was billed for the additional mileage. I disagreed, I advised her I had my own dolly and barely drove the truck. She placed the call on hold and the store manager came to the phone. He reiterated to me that the odometer showed 68.8 and that their equipment doesn't lie. He was not helpful or customer service friendly at all. He offered to recheck the trucks mileage and equipment once it is returned from the current user and stated if there is no discrepancy then he will not refund me. This was not acceptable to me so I placed a complaint with the customer service department the same day I spoke with the store. The said they opened a case and advised me to call in a couple of days for the outcome. Upon speaking to them Saturday 11/2/2013, I was informed that the complaint was sent to the store manager who is going to check his equipment and if there is no issue found then I will not be compensated. So essentially the customer service department contacted the unresourceful store manager and this is going nowhere.

I had my own dolly and made only 2 trips to load my old apartment and unload at the new place which is less than a mile away. Use of the truck was so minimal that I didn't even have to refuel it. Yet the receipt shows there was 1/8 tank of gas in it when it was checked in. How is this possible when the truck was released to me with 1/4 tank and I didn't refuel it. Someone checked in the wrong rental truck under my contract and no one wants to own up for it. I believe in karma and I don't have time to sit around making up lies and scheming. I spent enough money securing a new home and I don't have money to lose to a rip off company. Uhaul rightfully owes me a refund and I will continue up the chain of command until I get it.Desired Settlement: I am requesting $36.43, the difference in mileage that I was over charged, the cost of a dolly ($7) that was not used plus applicable tax.

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Greenbrier, followed up on the information Ms. [redacted] provided. He informed our office he issued Ms. [redacted] a check for $47.77, which includes a refund for mileage, the dolly and tax. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck that had a dolly attached, I rent an appliance dolly so I did not need the one in the back of the truck. A glass door broke upon moving, I swept the truck and then went and dropped off 1 more item and then swept the truck again. I had 2 other people with me when I swept the truck, 1 person was moving this dolly around for me to get the glass all swept up. I did the best I could with the dolly locked into place. I returned the truck to the overnight location, it had to be back by 7am, it was rented again. I got charged 25.00 for cleaning when I cleaned the truck myself with 2 witnesses. I cannot control the dolly that was in the truck and if I would have popped off the tie, I would have been charged. I want a refund of the cleaning fee.Desired Settlement: refund of the cleaning fee.

Business

Response:

November 7, 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 [redacted] regional office, followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

Good morning, We have received and thank you for your feedback regarding your recent U-Haul moving experience. I have reviewed your contract details, and have issued you a credit in the amount of $25 for the Cleaning charge that was collected upon return of the equipment. U-Haul appreciates your patronage, and we apologize for the inconvenience. If I can be of further assistance, please feel free to contact this office directly ! Regards, Janet Kopper Executive Assistant U-Haul Co. of Sacto

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,