J.R.J. Tara Corporation

Review: I had made 3 or 4 payments for a storage unit for a friend of mine when she was falling on hard times.she ended up being delinquent on payments afterward so u haul decided to take the money she owed them out of my credit card.now everytime I made a payment for her I would call and state that I would like to make A payment for my friend.I never had a contract with U-Haul or authorized anyone just to take the payment from my credit card whenever needed.I contacted thm on this matter and just got a run around. I contacted my credit card company and filed a dispute which did not get resolved and was told to contact the better business bereau.

Product_Or_Service: u haul storage podDesired Settlement: DesiredSettlementID: Refund

I want reimbursed 405.32 and I think criminal charges should be filed I believe that is called theft. I realize its only 400 dollars but that's not the point if they thought it was alright to to use my card at will then why did she have to get 400 dollars behind before they stole my money.

Business

Response:

April 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our NW Ohio regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear [redacted], It was never the intent of the Storage location to steal your money. They had on many occations made attempts to contact [redacted] concerning her account with no success. After many failed attempts they charged the card on file hoping that someone would call and they could settle the account. I apologize for the inconvenience this may have caused you. Your account has been created for $405.32 and the card removed from her account. If there is anything else that I can assist you with please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Co. of N.W. Ohio

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,

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 scheduled a U-Haul 26' truck and auto transport for a long distance move from S.C. to In. on 3/12. My pick-up was requested to be here in town (Florence, S.C.) on 3/15. On 3/14 @ 15:43 I received an email that my equipment was to be picked up 1.5 hrs away in green sea, s.c. After spending an hour on the phone being transferred back and forth to people finally I was told that was the only location this equipment was available at. I believe the company should have contacted me sooner so more options were available to me if I decided to rent somewhere else, or they should have been able to bring the truck here to the very large, full service U-Haul business in town (which they say they are not allowed to do). They said I was given extra mileage to account for the distance I have to travel to pick up the equipment. I don't believe that is enough.Desired Settlement: I would like 35% off my bill to account for my extra time and personal vehicle gas/mileage.

Business

Response:

March 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Coastal South Carolina regional office, followed up on the information Mr. [redacted] provided. He attempted to speak to Mr. [redacted] but had to leave a message on his voice mail. A refund for $220 was issued back to Mr. [redacted]’s Visa account as an adjustment on his rental. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Scheduled a trailer but couldn't pick it up til 11AM because of store hours (half the day already wasted). Brake lights didn't work. Called store only to discover they had closed 2 hours early. Found out problem was with my hookup. Sent trailer back and scheduled truck and tow dolly at location in the next town only to find out when we arrived that the clerk didn't know how to handle U-Haul transactions. She called someone in. At this point it's 4PM, & I haven't loaded the 1st thing. Girl rushed thro the process, pointed me to the trucks & tow dollies & left. Found the truck, but tow dollies didn't match the number on the contract. Went back inside & spent 2 hours trying to get it straightened out. No luck. Some guy named [redacted] with U-Haul said all he could do was register another tow dolly effectively charging me twice. I said cancel the contract altogether. Not satisfied he could or would I called customer service, explained everything & cancelled the contract. Then I had to wait on my wife, who had already left, to come back & get me. I now have no way to move my family & I am not happy. I will post this all over Facebook & twitter & will NEVER use U-Haul again. If you post store hours BE THERE & HAVE PEOPLE THERE WHO CAN DO THE JOB.Desired Settlement: About the only thing I would accept from them is a couple of trucks and men to move my family at their expense.

Business

Response:

August 27, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Memphis, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the delays. He explained, although the problem was with Mr. [redacted]'s wiring, he was still unable to use our equipment and the amount of the contract has since been refunded. Mr. [redacted] advised him of the refund, in addition to a refund for the $50 Reservation Guarantee Fee. The refund was issued back to Mr. [redacted]'s Master Card 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: 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: After reserving a van for moving for a specific day, time, and location, I was contacted less than 24 hours before my reservation and told that it was confirmed for a much different location and time. Although I understand that upon reservation it is preference only, I find it hard to believe that the only van available in the entire city of Chicago for use would be completely out of the way, and 3 hours after the requested time. This required me to take a taxi during rush hour to pick up a van the night before so that I could us it the next morning. Had I needed it until two mornings later,I'm sure I'd have been charged extra. This meant putting more miles than budgeted on the van, paying for parking on chicago streets, as well as using more gas which I was required to replace. In addition to all of this inconvenience, anyone I interacted with during this process seemed to be as confused and lost as I was. That doesn't do much for customer service. The options for resolution by your customer service line and your senior management in the regional Chicago office are far from comparable.Desired Settlement: I would like a partial refund. The convenience of an online system is useless if all of your preference and requests are denied. Either get your system on board with real time availability or figure something else out.Please believe that a $25 voucher is not acceptable for this situation. This is especially true when your customer will not be using you as a moving service again. I am making a cross country move in the next month, and uhaul will not be the service I use.

Business

Response:

August 20, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. He advised our office a message was left for Ms. [redacted] explaining she had requested a vehicle that does not rent one-way. The vehicle she reserved is locally assigned to a specific U-Haul Center and must be returned to that same location when rented. Mr. [redacted] relayed that no type of refund could be issued on the rental but she will receive a refund for the $50.00 Reservation Guarantee fee for the inconvenience she experienced because her preferred pick up location did not have what she requested. The refund was credited back to her Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 am writing this letter regarding a professional hitch installation service from U-Haul [redacted], [redacted] on June 19, 2014. The service was not provided as required. I paid $210.77 for this service being unaware of the fact that the mechanic did not installed the hitch properly. The safety driving the car was compromised because the mechanic did not followed installation instruction. Payment was made by my [redacted] credit card, dated June 19, 2014. I contacted a manger of U-Haul [redacted] Mr. [redacted] 3 times: June 23, 2014 , July10, 2014 and July 11, 2014. I explained that the service was unsatisfactory. I told him that the failure to install the hitch correctly on my car is dangerous and unsafe and it could lead to serious accidents. I also discovered that the U-haul mechanic has a practice to skip installing key safety parts. His manager [redacted] explained it to me that those are not necessary steps, and they never installed those key safety parts on other cars. I demanded them to reinstall the hitch according to manufacturer installation instructions. Mechanic spent 3 hours figuring out how to install key safety parts. Unable to do it right he began to cut parts. I told to the mechanic and the manager that I can not accept that. At this point I completely lost trust to the U-Haul installation services and demanded to uninstall partially installed hitch from my car. I contacted U-Haul headquarters complaint department and opened the case #[redacted] explaining that the service was unsatisfactory and I requested full refund. Failure to receive an appropriate response to this problem from U-Haul has prompted me to contact my credit card [redacted] and dispute the charge. I opened case, ID: [redacted]. My credit card [redacted] at first issued partial credit to my account on August 1st, 2014 in the amount of $148.84. On August 28th 2014 [redacted] reapplied the charge to my account, based on some vague and unclear explanations the merchant provided to the bank. I disagreed with their decision and sent To [redacted] a second opinion letter from a reputable hitch installer, who followed manufacturer installation instructions and installed the hitch to my car properly. Please contact me if you have questions or need additional information.Desired Settlement: I would appreciate your assistance in resolving my complaint. I hope that my claim will help many car owner who will use U-Haul hitch installation service to avoid serious accidents in the future.I would like to receive a full refund from U-Haul of the full cost of the service in the amount of $210.77

Business

Response:

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

[redacted], our GM for our U-Haul of [redacted] located in [redacted],**, followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for the requested amount of $210.77 back to Ms. [redacted]’s [redacted] account. The refund 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 March 3 U-haul used my credit card without my authorization for 314.85. I tried to contact them and they told me that my card was on auto-pay which it was not. I never use auto-pay this was done at the location by [redacted] the manager. My storage unit # [redacted] was supposed to be autioned off on the 2 of March. The manger after 3 attempts to resolved this with him has not responded after 1 and 1/2 weeks to return my calls. As a result of them taking this 314.85 I am being evicted for not having all of my rent. I live on Social Security month to month.Desired Settlement: I would like a refund from U-haul for 314.85.

Business

Response:

March 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he had previously spoken to Mr. [redacted] and explained all contact numbers they had on file for Mr. [redacted] had been disconnected and they had no way of contacting him. Mr. [redacted] relayed that Mr. [redacted] storage account was on auto-pay and the payment was taken from the card on file for automatic payment. The last time Mr. [redacted] spoke to Mr. [redacted], he advised him he could come to the U-Haul Center and move his items out of the storage unit and receive a refund for the charge to his card. He also explained to Mr. [redacted] they had no working contact number for him and even the first two times he called in, the numbers we were given were disconnected.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: After receiving a phone call from Uhaul's Arizona call center at 6 AM in the morning, I returned their call shortly before 7AM. After inquiring about their reason for calling, I asked about extending my rental for an additional two days and was told to return it when I was done. A few hours later, I received a call informing me that [redacted]'s Wrecking Service towed the rental truck from its legal parking spot in front of my uncle's business away despite attempted intervention from employees there. Upon calling Uhaul, I was told the rental truck was "anonymously" called in as abandoned and so was towed following procedure as the rental had expired. When I mentioned that I had extended my rental that morning, Uhaul claimed that there was no record of my phone call to do so. During the course of the dispute [redacted], Uhaul manager at [redacted]., called to inform me that my uncle told him I would pay that particular day. When I asked for a receipt in my name, he said it would be impossible for me to receive on. At that point I told him not to charge my debit card before the dispute was settled. The next morning I woke to find my account had been charged anyway. When I called the Customer Service line, they claimed not to have a record of the charge on their end.Since then Uhaul has said that I have no rights to my personal belongings because their records have the rental, reserved in my name and charged to my debit card, in my uncle's name and that I would need a notarized affidavit from my uncle, who lives out of town, to retrieve them and they continue refuse to give me receipt in my name or accounting of this incident. While I have spoken with the District Manager, [redacted], I have been unable to get any written documentation of this dispute or their requirements to resolve the situation. Because of this situation, I have suffered legally and have had to purchase a new wardrobe, food, medicine, and pet supplies.Desired Settlement: I do not want to be charged the $250.00 tow fee for the Uhaul. I would like an accurate receipt of my rental. I do not want to be charged excessive fees relative to the towing and additional storage of my personal belongings.

Business

Response:

June 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Louisiana regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] has been repeatedly advised to come in and settle her account, which she has agreed to do so but fails to appear each time. Mr. [redacted] explained that her goods have been removed from the truck and placed into storage. Ms. [redacted] has failed to take any action to assist in the entire process. Mr. [redacted] assured our office they have been willing to work with Ms. [redacted] if she would actually make an appearance. She also needs to be aware that although they are willing to work with her, there is still a balance that will need to be collected on the rental.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The Uhaul dispute resolution number for this incident is [redacted]. On May 6th, 2014 I spoke with [redacted], Uhaul Representative #[redacted], in regards to this matter as Mr. [redacted] at that time still refused to return my telephone calls to him and continued to ignore the email requests sent by Uhaul Customer Service Representatives to call me. Mr. [redacted] further continued to ignore my telephone calls/messages until May 23, 2014, that was more than a month after my property was confiscated by [redacted] at the [redacted] location. Mr. [redacted] refused to allow me access to my possessions, informing me that I would need a notarized affidavit from [redacted] to do so as they refused to recognize that it was my Uhaul rental. Prior to that time, [redacted], manager at the rental location, refused to allow me access to my possessions. It was because Mr. [redacted] refused to allow me access to my possessions (after speaking with [redacted] to clarify the situation), stating that he would not give me a receipt for the rental, and would put my possessions in a Uhaul storage unit. I was opposed to this as my social security card, birth certificate, passport, and physical evidence for two court hearings were contained in Uhaul truck, along with a number of antiques from my parents' home. All of this is documented in the dispute resolution log # [redacted].

Please let me know if there is a need to provide signed affidavits from those who overheard [redacted]'s telephone call to me on May 23rd and/or recordings of the conversation.

Additionally, two weeks ago I was contacted by a debt collection agency ([redacted], representative name [redacted]) in regards to the Uhaul rental. This obviously upset me as 1) I have been in contact with Uhaul this entire time during this dispute. 2) I have attempted to pay for my Uhaul rental, but have not been allowed to as Uhaul refuses to give me a receipt acknowledging my payment. Once I explained the situation to the [redacted], she kindly offered to confirm that I would have no problem retrieving my property once paying the debt as her company agreed to give me a receipt in my name. The debt collection agency informed me last Friday that [redacted] told them he disposed of my property prior to my speaking with Mr. [redacted].

Regards,

Business

Response:

June 23, 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 Southern Louisiana regional office, reviewed Ms. [redacted]’s recent comments. He relayed that Ms. [redacted] had made several agreements with our Traffic Manager, [redacted], to stop in and pay to resolve the issue. She, however, failed to show each time. The contents of the truck were moved into storage under the supervision of our Storage Manager. When Ms. [redacted] claimed she could not hear Mr. [redacted] on the phone when discussing what was owed on the rental, he asked her to call him when she reached her final destination, which she stated was about 20 minutes away. Ms. [redacted] relayed she would absolutely call back. Mr. [redacted] stated they never heard back from Ms. [redacted]. He assured our office he has whole heartedly been for rectifying the situation with Ms. [redacted] and has been willing to bend to assist her. His staff has done the same. He also stated her goods have not been thrown out as she claims she was told. At this point, in order to bring closure, Mr. [redacted] is willing to settle for just the tow bill of $250 and will wash out all other charges that total more than $330. However, in order to accept this resolution, Ms. [redacted] will also need to remove her items from storage within 7 days from the date of this letter, otherwise we will have no choice but to move forward with lien proceedings. She will then be responsible for lien fees and past due rent. When we retrieved our truck we deliberately waited several weeks to put Ms. [redacted]’s items into storage thinking she would come and obtain them. This caused us to lose a significant amount of income because the truck was not able to be rented. Ms. [redacted] needs to take immediate action to obtain her items and pay the $250 tow bill no later than June 30th.

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

Sincerely,

Executive Assistant

U-Haul International

Review: rented U-Haul on 1/26 from 4:30 pm to 8:45 pm did not take the uhaul insuranceDoor on passenger side was damaged when door flung open when truck was placed in reverse and hit a street sign causing hinges to break on door. no damage to street sign. claim made with my car insurance [redacted] Claim # is [redacted] x [redacted] from uhaul has called several times trying to collect for damages and refuses to go through insurance company or contact them. He has attempted to charge my credit card for the charges of damage with out my consent. no where on the contract does it say they do not deal with insurance companies or that they will charge my credit card only that I am responsible. This morning he called and harassed my again then called me a "dead beat" and hung up on me.Desired Settlement: for the company to follow the laws of the state regarding using proper channels of insuranceas well as reprimand for attempt to charge my credit card with out my permission. At this point I feel they should eat the cost of the damages

Business

Response:

January 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he made two attempts to reach Ms. [redacted] or Mr. [redacted]. He did get an answer the 2nd attempt and Mr. [redacted] relayed he’d have to call him back. Mr. [redacted] is awaiting a return call at this point to personally address their concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: A friend of a friend hired me to help her move and said she couldn't find her drivers license and asked me to go to U Haul and give them a copy of mine. I agreed and we went. The man in the office made a copy. I left my purse sitting on my chair in his office and went to the bathroom. When I came back he said he needed a credit card. I started to say I can't do that and the girl who was renting the truck said she had it and gave him the credit card in her hand. I never saw the card she had and assumed it was hers. He made a copy, handed it back to her and then gave her what looked like a contract to sign. I was never given an opportunity to see or sign the contract. He never said anything about what putting my drivers license up involved or when we should have the rental truck back. She had told me she was renting it for 3 days and moving to [redacted]. We ate lunch in his deli and she got behind the wheel and my boyfriend rode with her and I followed her to the nearest shopping center to do some errands. I never even drove the rental truck once during the entire rental period. After a few hours we met at her house and I went home. I did not see the truck or her ever again. About 10 days later I checked my bank balance over the phone to see if my paycheck had arrived and discovered that 2 charges had been made to MY debit card from U Haul. I called the manager and asked him if that girl had used my card somehow and that I believed she had stolen it from my purse. He read me the last 4 digits of my card. I asked him why he didn't say anything when he saw she had given him a card with my name on it instead of hers and he said it was between me and her. He also wouldn't tell me the dates of the rental, whether she signed my name or answer me on why I didn't get a copy of the contract since I had put my drivers license up for it. I told him the card was stolen right in his own office and that I would be reporting it,which I did.Desired Settlement: I want all the charges from U Haul reversed and the manager there to be held responsible for not following proper procedure in renting and credit card policies.

Business

Response:

January 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, sent Ms. [redacted] the following email on January 23rd but has not heard back:

Ms. [redacted], We received your letter from the Revdex.com. In order to forward your concerns to the appropriate person I need further information. What is the name on the rental contract and what is the location where this occurred ? Please provide me with the address of the rental facility, including city and state. Thank you for your time. [redacted] Sr. Customer Service Coordinator

If Ms. [redacted] misplaced Ms. [redacted]’s email address, she can be reached at [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: After arranging one month ahead of time for two colleagues to assist with moving (@ $30.00/hr), I arranged to rent a truck for two days beginning at 9am on 8/27/14. The owner was nowhere to be found, so I had to go through channels to find him since no one was in the office and no one made any attempt to communicate with me. He arrived at around 10am, offering no apology and stated that his store was broken into earlier that morning with everything stolen (including computers) and the local police finger printed everything. There was no sign of a break in. His computers were there (even though he said they werent), and all the keys to his UHaul vehicles were there. There was no sign of the police tape or finger print dust anywhere. He spoke with a representative to confirm the order and while he was talking to them his story changed. He told them he was waiting on the police to come and dust for prints. There was so much lying going on; I was even concerned about my personal information. On top of this delay, the dollies I reserved were not available, nor were the straps for the securing cargo.He gets the truck for me and the truck looks like it is on its last leg. The drivers side window was halfway down and would not roll up (despite temps in the 90s) and the handle to the emergency brake was broken and sitting on the console. All the other trucks were new, but he said that there were no other trucks this size. Because my rented help was waiting (and already costing me $30.00 for nothing), I left with the truck. By the time I arrived in [redacted], the vehicle was slowly starting to overheat and the alarms went off. I checked the coolant (which was fine) and unloaded the truck. While driving enroute to the gas station, the gauge immediately went into the red as I turned. There was a broken belt. We lived 1 hours from where the truck broke down, plus we had animals at home. We were not allowed to leave the vehicle until the UHaul repairman arrived. They determined that vibration removed the bolts from the compressor (thereby breaking the belt), and the truck needed to be towed. This delayed us more than three hours.In conclusion, I need to be compensated for this horrendous experience. I wanted $120.00 in labor costs (for the 4 hours of waiting), the truck broke down (we only had it for part of one day and only did one load), I did not make it home until 1:30am, I didnt get what I ordered, and I still dont have my stuff moved and have to make other arrangements for labor and another provider for a truck. NEVER use UHaul!! It will be the worst moving experience of your life!Desired Settlement: Refund on charges plus compensation for lost labor

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $80 back to her [redacted] account, which 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,[redacted]Executive AssistantU-Haul International

Review: I don't know where to begin, it has been an exceptionally long and exhausting horrible experience dealing with UHaul box systems. My name is [redacted] I was living on [redacted], and all I wanted to do was move my belongings to [redacted]. My original order number [redacted]. Which for all intense purposes has been lost, changed etc....

1. pre-booked on April 19,2014 for 2 U-boxes for delivery the morning of May 26,2014

2. Contacted Ubox to add a box approximately May 1st, 2014, whoever I spoke to said no problem done all in the system

3. I decide to follow up on my order about 2 weeks pryer to delivery ( since you can't do any of this on line for UBOX) and No there is no third box booked. I should have taken this as a sign and canceled the entire order right then. Anyhow. The person I spoke to then reasurred me that I would be getting my third box, it would be at the original booking rate and there would be no further charges in shipping since the Boxes were traveling together. I was told that first thing on the morning of the May 26,2014 I would be contacted to arrange drop-off of 3 UBoxes. I reiterated I need them delivered early. No problem is what I was told.

4. Morning of May 26,2014 comes, NO phone call, I of course trying to be patient wait until 11:29am : I then call your toll free # to be told they couldn't reach anyone and she would email the UBox department and they would phone me as soon as they received my email. I didn't find this to be the appropriate response but I said "alright, but I am on a time frame here and have moving help for a limited time" she say someone will get back to you. ( a lie)

5. Monday May 26,2014 12:30pm- I again contact the toll free number to get hung up on in transition from one department to another.

6. Monday May 26,2014 12:32pm- I AGAIN contact the toll free number and get transferred at least 2 times before getting a person who finally admits during your system upgrades my order was never dispatched to anywhere. By this time I am more than a little upset and not caring that YOUR UHAUL system has made an error. I am trying to MOVE. At this time I was passed to [redacted] ( management in [redacted] ) who was going to find me UBoxes and would call me back.

7. Monday May 26, 2014 1:42pm- I get a call back from [redacted] stating that represents from [redacted] were on [redacted] and would be delivering my UBoxes but were coming from [redacted] and would be a while oh and they were only able to get 2 UBoxes, and we would have to figure out the 3rd box situation.

8. Monday May 26, 2014 4:28pm- I receive call from [redacted] (may not be spelled correct) stating that he and another driver were leaving [redacted] with my UBoxes. They had no idea where they were going or how long it was going to take. I told them to call me when they left [redacted] so I could give further instructions as to how to get to my home in [redacted]igan. By this time I no longer have moving help. its the end of the day, I AM EXTREMELY [redacted] OFF.

9. May 26, 2014 5:49pm- [redacted] calls and I give him specifics to get to my location.

10. May 26, 2014 6:21pm- [redacted] and another truck arrive each having a trailer with a UBox on board. in the process of backing up break branches off a large Arbutus tree and I have to say for UHaul employees poor reversing skills. By the time they detach the UBoxes and such it is now 6:50pm on the day to which I should have been almost if not completely loaded with the hired help that obviously were not waiting around until 7:00pm in the evening to load.

11. May 26, 2014 6:50pm- Before letting [redacted] and other driver leave I want to inspect the UBoxes. I was informed at time of booking that each UBox has 12 furniture pads included, I proceed to open each of the 2 UBoxes and there are no furniture pads. NOW I AM VERY ANGRY! I confront [redacted] with this and he says "well they aren't included with same day orders" . I admit at this point I LOST IT. "THIS WAS NO SAME DAY ORDER, YOUR COMPANY SCREWED EVERYTHING UP AND NOW YOU COULDN'T EVEN GET THIS RIGHT," my response. He responded by saying that I would have to go pick them up in [redacted], which was long closed and 25 kilometers away. So now I have to find someone to drive there on the morning of the 27 of May 2014 to get furniture pads that SHOULD have been in the UBoxes that SHOULD have been delivered in a timely manner and that I SHOULD NOT HAVE HAD TO SPEND NUMEROUS HOURS TRACKING DOWN AND PHONING AROUND AND BEING GIVEN THE RUN AROUND.

12. Through all of this to this point no recording of UBox numbers or paperwork saying which UBoxes I received was done, So yet again I have to take it upon myself to record the information. To which I took pictures and recorded the UBox codes.

13. Tuesday, May 27,2014- My friend goes to [redacted] ( UHaul dealer in [redacted]) to pick up furniture pads of which should be 24, 12 for each UBox. He arrives there, the woman at counter has no idea what he is talking about that she would have these items waiting but gave him 4 packages stating that each package had 6 pads in it, and she would follow up with UHaul.

14. Tuesday May 27, 2014 - after 10am I am now a day down in moving time, because of UHaul. as I am unpacking the furniture pads we find that they are filthy, and there are not 24 pad there are 20. and still no word on third UBox. By this time I have had to decide to get rid of items as it is down to the wire for me to be moved out and I quite obviously can not count on anything from UHaul. I sell my Fridge and stove as there is obviously no room in 2 UBoxes. Another thing Your company really needs to assess the actual amount that fits in these UBoxes. but thats another issue. No one from UHaul even bothered to follow up with me to see if everything was alright, considering the previous events.

15. Wednesday May 28,2014 10:33am- Here we go again with trying to get hold of someone in Ubox department, seems even with said Direct Line to [redacted] I get a recording, put on hod and then disconnected. finally get a person, I leave a message,

16. May 28, 2014 11:41am I again call direct line ( this is obviously not the case ) and speak to someone else about the 3rd UBox. she in turns says Oh we thought you didn't need it. Then says [redacted] will call me back.

17. May 28, 2014 12:54pm I again call and get cut off.

18. May 28, 2014 12:55pm I call again finally getting [redacted] ( I think) By this time I have been passed to far too many people. I tell her about the dirty furniture pads and being short pads and how the staff at [redacted] location were not informed that I would be picking up the furniture pads that were not in the UBoxes in the first place and I do need that third UBox. She stated to me that she would arrange everything and get it delivered ASAP.

19. May 28, 2014 3:27pm [redacted] in [redacted] calls me and says they can not deliver the 3rd UBox unless they can pick up one of the others as they do not have another trailer. To which I respond no problem the 2 I have are loaded. She then asks how I will be paying the $120.00 delivery charge. Again no communication in your company. I told her I should not be paying for this since it should have been delivered in first place. She proceeds to tell me she would have to call me back. and so I again Wait.

20. May 28, 2014 4:57pm [redacted] finally calls me back apologizing, stating it was crazy busy, and they would be bringing the UBox as soon as they could and they would be picking up one UBox so they could switch them out. The driver showed up at 7:00pm so obviously I wasn't going to be getting this done tonight. I agreed with the driver that he would be able to pick the 2nd UBox up first thing in the morning when bringing 3rd UBox, this way less trips for him. I also made it very clear that I needed this done FIRST THING as since I was supposed to already be leaving [redacted] and because of this GIGANTIC MESS UP I had to make provisions to stay longer. The driver assured me that this would be done.

21. Thursday May 29, 2014 10:19am- Still waiting on UBox (again) I call [redacted] and woman assures me the driver is on route.

22. May 29, 2014 12:17pm- still waiting , again I call she says oh sorry its been crazy here he's leaving right now. I said I have to go out at 1:00 you promised it would be here early. oh its coming she says.

23. May 29, 2014 1:00pm finally shows up with UBox that was supposed to be early in the morning. THIS IS RIDICULOUS!!!!!!!

24. On May 27, 2014 [redacted] assured me that she would take care of all my shipping as no one at any time recorded anything, Oh wait that's not true, I RECORDED ALL THE INFO.

25. Friday May 30,2014 8:30am- I have had enough. and then some. All UBoxes were finally loaded 2 were supposedly at [redacted] in [redacted] and the 3rd was ready. All of this should have been done by Wednesday and I should have been gone from [redacted]. But No so I call [redacted] to find out when this last UBox will be picked up and when will the 3 UBoxes be shipped. All I get is recording and put on hold again and again cut off. I think maybe she will follow up with me like she stated and ensure everything was in order.... so I WAIT......

26. May 30, 2014 1:56pm- CALL [redacted] AGAIN .... put on hold for more than 10 minutes then cut off.

27. May 30, 2014 3:57pm- still no call and no pick up. I call again this time a young man answers says he is just a tech and that [redacted] isn't in but will try to message her.

28. May 30, 2014 4:40pm- I call STE in [redacted] and ask why they have not picked up the 3rd UBox, she says no one told her to. Once again let down... She says doesn't think anyone can pick it up til Monday, to which I respond "this is total crap my UBoxes should have already been on route to [redacted] yet the 3rd UBox isn't even picked up, AUGH!!!" she Replies by stating she will try to have it picked up on Saturday.

29. May 30, 2014 5:13pm- CALL AGAIN and CUT OFF AGAIN

30. May 30, 2014 5:40pm- finally call and get [redacted], she proceeds to tell me that she was told by someone that I was being taken care of by [redacted] now. But didn't bother to follow up and confirm this. AT NO TIME HAS ANYONE STEPPED UP AND REALLY HELPED ME. I HAVE HAD TO DO ALL THE LEG WORK AND PHONING AFTER PEOPLE. I respond by stating this was not even remotely true. As My UBox sits in the parking area and I am still trapped waiting to leave [redacted] I a have ZERO faith that my belongings willeve arrive in [redacted]. [redacted] tells me that she promises that the UBox will be picked up on Saturday before I leave on Sunday ( which is now 3days later than I was supposed to be leaving which has also caused me numerous other expenses and loss of new potential job ). She should probably never promised anything since she wasn't even on [redacted] to

31. Saturday May 31, 2014- comes and goes and still The UBox sits in the Parking area. I have no more energy to deal with the continual nonsense and please calm down comments.

32. Sunday June 1, 2014- I can no longer delay I have to leave [redacted]. and still the UBox sits in the parking area

33. Monday June 2,2014- I am in [redacted] and text a co;worker to check if the UBox has been picked up. She tells me that it was picked up at 10:00am

34. Tuesday June 3, 2014 5:07pm text received from [redacted] stating that [redacted] will be arranging way bill for shipment.

35. Thursday June 5,2014 I recieve an email stating that my equipment is ready for pick-up at [redacted] on Friday June 6,2014 12:00. So yet Again I have to contact [redacted] via Text message stating receipt of this email. She actually responded quickly and stated she would follow up with this as she was not in office and caused by more growing pains but she would check with staff that was in.

36. Monday June 9,2014 2:44pm- [redacted] finally responds stating that UBoxes were shipped on June 6, 2014and that some one from [redacted] wuold be contacting me upon their arrival. I again confused confirmed that they were being shipped to [redacted]. She followed by stating that she " Will be in touch once I revisit compensation with [redacted]"

37. Wednesday June 11, 2014- receive email with attached invoice stating a zero balance owed. So I hadn't spoke to anyone and thought Ok maybe this was their way of trying to right all the wrongs that have happened. NOT at 6:24pm I receive another email with an invoice attached stating I now owe $2069.85 which is more that the original shipment in the first place. HOW DOES THAT WORK?

38. Thursday June 12, 2014- Charge to my credit card for $422.25 from UHAUL BAULAY GAZ BAR 506-992-3651

39. Friday June 13,2014- Charge to my credit card for $422.25 from STE UHAUL [redacted]

40. Sunday June 15,2014 944am- Call received from [redacted] at UHaul in [redacted] regarding payment and my UBoxes are here. She has been given no information regarding all of this but my card is declined. Needless to say I had a complete meltdown. She was trying to be comforting to the best of her ability with no knowledge of the situation or any charges already incurred. told me she would look into everything and get back to me on Monday and to try to relax.

41.And thus we are at this point... I HAVE INCURRED EXPENSES EXTREME STRESS FROM THIS ENTIRE EVENT WHICH IS BEGINNING TO FEEL NEVER-ENDING.

Everything has become so far behind and to think I thought " what a great idea ..I will prebook UBoxes I will have them dropped off in plenty of time, the cost is reasonable and even with shipping they will arrive in plenty of time for me to get setteled and start new job and life. WELL ISN'T THAT THE BIGGEST PILE.

EXTREMELY DISSATISFIED CUSTOMER STILL WITH NO BELONGINGS

MS. [redacted] ph. [redacted]Desired Settlement: After all of this I honestly do not feel I should be paying for any of this

Business

Response:

June 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] and [redacted] regional office, followed up on the information Ms. [redacted] provided and advised our office she sent her the following email in response:

[redacted], To further follow up from my last text message to you, you had originally made your reservation for 2 U-Boxes, and were quoted rent and shipping for 2 U-Boxes, and load/unload on site, as per the picture of reservation confirmation that you texted me. Upon adding a third box, you would pay additional for rent and shipping of the 3rd U-Box. The shipping is not a flat fee, it is based on amount of units and is billed by the carrier. As a result of the load/unload option, delivery was not assigned, and we expedited drivers to get you the U-Boxes on the May 25th. You advised to have the drivers call you when they get to [redacted], as you would advise how they need to reroute to get to your residence due to trestles limiting the height of crossing.The next time we spoke, you advised me that you no longer need the third box and that the boxes you did have would be ready for pick up Friday, after 3pm or later. You phoned in on Thursday and spoke with the Marketing Company President, [redacted], and added the third U-Box again. [redacted] confirmed all details with you, including pick up of your boxes and shipping. The shipping would be arranged one business day after your pick up - Monday. As the boxes did arrive 3 days later than the 7 business days quoted we will compensate you as follows. We will waive the shipping fee for the 3rd U-Box, a total of $327.60 including taxes. We will waive the fee for furniture pads, a total of $22.40 including taxes. We will waive an additional $150 for any futher inconveniences. A credit note for a total of $500 has been issued and emailed to the general manager of the [redacted] location to apply to your contract. I had been honest and kept in touch with you as best as possible, even providing you with my personal cell phone number. I was honest in advising you that we had a new system in place and we are working on any errors and enhacing the program as we go and for that reason, I would personally handle your concerns. It is unfortunate that you decided to escalate this to Revdex.com before we had the chance to fully resolve your concerns. The Revdex.com file has been closed and you may contact [redacted] at the [redacted] location to pay the final fees and obtain your items. As for the double charge, Credit Card Processing has retrieved all transactions charged to your card (see below) and there is only one charge of $422.25. Have you spoken with your credit card company? It may be best to contact them and confirm the 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: On Saturday July 26, 2014 I went to the above name business to rent a truck for the advertised price of $19.95 per day. The man that made the reservation for pick on Sunday the 27th gave me a six hour rental with a pick up time of 8:00 am and a return time of 2:00pm.Upon my arrival back at the location on Sunday July 28th a 7:45am I waited over an hour to be told that I could only rent the truck for six hours,@($19.95) because that is what the previous person had made reservation. Seeming that I did not get the truck until 8:50am and I still had to return it by 2:00pm. I informed a person by the name of[redacted] that I need the truck for more than six hours, and his response was this truck had been promised to another party at 2:00pm too bad.Unfortunely, for me I was charged as if I had the vehicle to two days and I only had it for eight hours. When I finished with the truck it was later than 2:00pm (instead of 3pm) and I was charged an additional $19.95 the rate of twenty hours of use.I feel that this establishment has a very bad business attitude to its customers. I will never use this Uhaul renter again.Desired Settlement: I would like to be reimbursed the addition monatary fee charged to my account for a full days use of vehicle.

Business

Response:

August 5, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund for the extra day charges in the amount of $22.81. The refund was issued back to [redacted]’s[redacted] account and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] 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: Hello,

Last week I reserved a Uhaul 10' truck to assist in my move from Independence, Kentucky. Master Order # is 21752879. After making the reservation, there was a change in destination, so I called the Uhaul customer service line to make the change from Brooklyn, NY to Leominster, MA. I spoke with a customer service representative who made the change, gave me a new price, and then ended the call. However, when I went to pick up the truck, there was no record of my change in destination - they had either lost the reservation or not processed it properly in the first place. Additionally, after I gave them the info again, they gave me (and charged me) a cost which was significantly higher than the price that was given to me over the phone. As I was without options and in need of a truck to help in my move, I had to go along with it.

The experience of driving the vehicle was also problematic. First of all, there was not a cruise control option, which severely limited the vehicle's ability to efficiently use fuel on my trip. Also, the "fuel economy gauge" was utterly useless. The only time it registered as being efficient was at times when the accelerator was not engaged at all. Any contact with the gas pedal sent the needle to the maximum reading, thereby making it impossible to drive in a way that is conducive to a sound MPG level.

For these reasons, and for the additional stress Uhaul caused at a momentous transitional time in my life, I am asking for a full refund.Desired Settlement: Refund of entire cost

Business

Response:

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

[redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Mr. [redacted] provided. He informed our office the following email was sent Mr. [redacted]:

Sir, we will not make a full refund on your rental - please tell me the rate that you were supposed to be charged and we will adjust the charges and then review your contract for some compensation but it will not be a full refund

[redacted], our Field Manager for the U-Haul Company of SW OH, has also left several messages requesting a return call from Mr. [redacted] to personally discuss his concerns and offer a resolution. He hopes to hear back from him soon if not already.

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

Sincerely,

Executive Assistant

U-Haul International

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.

Though I did receive and respond to the email mentioned, no actual refund has taken place.

Regards,

Business

Response:

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

[redacted], our Area Field Manager for our SW Ohio regional office, reviewed the information Mr. [redacted] provided and sent him the following email:

Mr. [redacted], I have called you numerous times and left you numerous voice mails that have gone unanswered. I did some research into your reservation and have found that you originally made a reservation going from Independence, KY to Leominster MA. this was later changed to drop off in Brooklyn, NY. this change in drop off locations resulted in a $105.00 higher charge. I have went ahead and refunded the difference of $105 back to the credit card you used at time of reservation. If you would like to discuss this further I can be reached at ###-###-####. Thanks, [redacted] AFM 770014 ###-###-####

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: The rates listed on their website for storage units have different prices for heated storage rooms. I am currently renting a storage unit that's suppose to be heated. On Sunday, March 10th, I visited the facility and it was freezing in there, both in the facility and in the room. When I called them to inquire, the gentleman on the phone said that the facility is motion censored so when you walk into the area the heat kicks in. If this is the case, then number 1. it's misleading in their advertising and number 2. the facility was freezing and it was 50 degrees Farenheit outside this past Sunday afternoon.Desired Settlement: I'd like a credit. The difference in price from the "non-heated" rate and "heated" rate. I have been paying since 8/11/11.

Business

Response:

March 18, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Manhattan/Bronx, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised that our whole storage facility is heated, not each individual unit separately. However, as a courtesy, she was given one month free storage.

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 17' truck and an appliance dolly on Nov 7th 2014. The lady at the front desk informed me that I had to fill the tank to exactly (Don't know how this is physically possible unless it's a full tank) the same level as where I found it (3/4 Tank in this case). When I was filling the tank at the gas station (Which was at 1/2 tank at the time), I made sure to pay close attention to the gas level indicator until it reached the 3/4 level and I stopped pumping. To my utter amazement (pun intended) the level indicator proceeded on to show full tank. Obviously this is not my personal vehicle and I couldn't judge how to gauge filling a 37 gallon gas tank. I called the lady aforementioned at the front desk a couple of days later only to be told that the contract stipulated the exact amount only and that no refund/ credit would be afforded to my account. Why couldn't the contract policy stipulate that the truck be returned with a full tank as rental car agreements do? My opinion is that they figured a way to swindle customers who overpay by hiding behind the facade of " Contract" clause.Desired Settlement: DesiredSettlementID: Refund

I payed $28 to fill the tank from 1/2 way. I should be reimbursed $14 for the excess payment.It is not physically possible to fill the gas tank to exactly where the previous renter had it without instantly solving a complex fluid mechanics computation of maximum capacity minus gas usage. Unless of course it's to a full tank.

Business

Response:

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a detailed message for Ms. [redacted] and offered his apology for the inconvenience she experienced. A refund for $28 was issued for fuel back to Ms. [redacted]’s Visa account, which should post on her next credit card statement. Mr. [redacted] left his call back number in case she had further questions or concerns.

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

Sincerely,

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 was wrongfully charged for rental charges and was told from the owner [redacted] that I would be refunded $112 and have not

Business

Response:

March 15, 2013

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

Our records indicate a credit for $112.32 was issued back to Mr. [redacted]’ [redacted] account on March 8th 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