J.R.J. Tara Corporation

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

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: The UHAUL truck I rented for my business did not have a working transmission nor did it go in reverse. I was unable to complete my move with the truck and could not put gas in it due to the circumstances. I was refunded 100.00 for the truck not working however, I was billed another 76.00 for fuel fees. The truck cannot be refueled due because it does not have a working transmission and cannot be refueled because it is not a functioning truck. Therefore the charges for "fuel" were not used for what they were supposed to be used for and therefore it is an inappropriate charge on my behalf. I appreciate UHAUL refunding the money for the truck but by adding the fraudulent fuel fee, they have done me no justice. I have been a customer of UHAUL regularly for two years now as evidenced by my rental history. I would appreciate the company's veracity and compliance in this.Desired Settlement: I would like a refund of at least the fuel amount that was charged.

Business

Response:

May 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. He informed our office, other than the refund for $100, no further refund or adjustment 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

Review: I wanted to reserve a U-Haul truck and the guy told me that I could not reserve the truck personally with cash until the day I needed it and he claim that I would have to come back the next day to see about renting a truck if I was going to pay cash. When I showed up the next day to pay cash, he took my $100 and put it in his pocket & then told that I had to return the truck that same night or early the next morning. He did not allow me to rent the truck for an entire 24hrs like I thought should happen since I had an entire 2 bedroom of furniture to load and a garage to clear out as well. He was not the owner of the U-Haul place and I'm not sure where the owner was but I wanted to report the unethical business dealings that went on at this U-Haul place and caused me to have to find another way to move the rest of my furniture because I had to return the truck earlier than expected.Desired Settlement: At least half of my $100 back since I was the one inconvenienced by the entire moving of my furniture.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns.As we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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 or about July 1st, I had a towing hitch installed by [redacted] on my 2013 BMW X3. When I arrived home I discovered that the Park Contol (the backup sensor) wasnt working, neither was the front sensor. I called the Uhaul and was told how to fix it myself. I couldnt figure this out so I drove the 11 miles to the Uhaul and was told Id need to leave it for 3 hours. I suggested if they give me a ride back to work Id leave it then-then said they dont give rides to people and that Id have to make an appointment to come it. I left messages on July 5th, July 8th and July 9th with no return callback. I called today (july 10th) and [redacted] answered the phone there. He said he didnt return the calls because he has been "too busy". He started referring to me by my rank in a condescending and sanctimonious manner. He said " you are under the assumption that the backup system was working when you pulled in here!" I explained my car is less than a year old, and it was working. He then said; "Commander, you arent talking to some petty officer or something,, I said I was the customer and just wanted him to repair my car. He then restated; do you think Im a petty officer? Im no petty officer, COMMANDER! He then hung up the phone. So now Im left in a situation where my car in not whole, and I dont feel comfortable dealing with Mr[redacted].Desired Settlement: I would like an apology from Mr [redacted] for his lack of professionalism. I would like to see my car repaired-at another Uhaul facility- because it is clear Mr [redacted] has a bias towards military officers, the Coast Guard, or something and I dont feel comfortable dealing with his emotional instability. He mentioned he was retired military somewhere in our conversation and obviously has some issues.

Business

Response:

July 17, 2013

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

[redacted]l the President of our [redacted] Regional Office informed us he left a voice message for Mr. [redacted] on 7/11/13. Mr. [redacted] asked Mr. [redacted] to take his vehicle to a dealer, have it evaluated for problems, and submit to him a written statement. Mr. [redacted] would then review the statement.

As of today, Mr. [redacted] has not heard back from Mr.[redacted].

Mr. [redacted] can be reached at [redacted] and would like to speak to Mr.[redacted].

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

Sincerely,

Executive Assistant

U-haul International

Consumer

Response:

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

I have not heard from Mr [redacted] as of August 9, 2013 and have not spoken with him.I did send Mr [redacted] an email on July 31st 2013 at 11:29am in an attempt to generate discussion about my claim as well as send him a screen shot of his UHaul [redacted] web reviews from 2 separate dates. It appears that someone is manipulating the reviews on that particular UHaul store's website where there are up to a dozen positive reviews for that particular store, all 5-star, without commentary, on the same day. I later checked and they had been manipulated again and some of these were removed from the website with some negative ones replaced them. Perhaps Mr [redacted] is coaching his store manager to avoid getting him in trouble.I made the decision to go to Uhaul[redacted] because of their outstanding reviews-which appear to be false. When I got home after the initial installation of a UHaul tow hitch and noticed the backup system on my car didn't work, I ended up leaving 6 messages with that store over 4 days. When I got thru, the manager of that UHaul:[redacted], said he was busy, that's why he didn't return the calls. He then claimed that the backup sensors weren't working when I brought the car in. "You are assuming the backup system was working when you brought it in!" I explained to him it was a 2013 BMW with less than 10,000 miles on it, and the smart key would tell us all that the backup system was working the morning prior to me dropping it off with him. He got hostile with me over the phone and began referring to me by my military rank; "COMMANDER, you think you can boss me around?" "COMMANDER, do you think you are talking to some Petty Officer or something? I'm no Petty Officer!" He then hung up the phone on me. I was shocked that this guy had such a short fuse over something as simple as reconnecting my backup system. It turns out, it will take 3 labor hours to dismantle the bumper of my car to reconnect it.I then filed a Revdex.com complaint with the [redacted] Revdex.com. [redacted], the UHaul Manager called me several days later very heated and was very much aware that I had filed a claim of some sort. I told him I wanted to deal with the owner. He said "I am the owner, and the manager". I later found out he is the manager. I told him I wasn't happy with the way to dealt with customers. To which [redacted] replied with a complete flat affect; "That is because you called me a [redacted] " He said this so matter of fact, he didn't say when or where I said this to him. It was almost like he uses that language daily and it doesn't even faze him. I was shocked at this and responded that I don't speak that way, I work in a secure military space where people can hear my conversations, I have a top secret clearance and my phone calls are monitored. I reintegrated that I do not want to do business with him, nor do I want him calling me anymore. I wanted to hear from his supervisor. I was then so shocked and disappointed with Mr [redacted] attitude that I filed a complaint with the [redacted] Attorney Generals Office regarding the false reviews for Uhaul[redacted] on their National Uhaul site. To enter a review, a customer has to have a contract number. Therefore, it makes logical sense that someone at Uhaul[redacted] is entering in their own reviews using either old contract numbers, or numbers out of their systems. I forwarded screen shots to the[redacted] AG and I also sent a letter to the CEO of UHaul with these screen shots. All of this could have been avoided if [redacted] had just acted professionally.At this point, I am totally disappointed in the way UHaul treats its customers. I wasn't looking for any special treatment or any discount, I just wanted a simple thing corrected. It was an honest mistake by UHaul to forget to reconnect my backup system and this didn't have to be escalated to this level. But at this point I want to personally speak with Mr [redacted] and tell him exactly how this transaction went down, and what he plans to do about this employees behavior. Frankly, Mr [redacted] worries me a bit with his mental instability.Sincerely,[redacted]

Business

Response:

[redacted]

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted] located in [redacted],**, reviewed the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and they were able to reach an agreement. He also mentioned Mr. [redacted] has his cell phone number if he needed to reach him again. As far as deleted or changed reviews Mr. [redacted] mentioned, Mr. [redacted] relayed he found no evidence of this.

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 am moving and needed to rent a truck to make the move. I went to the different truck rental companies online and uhaul had the lowest price for the time period that I needed a truck. I decided to make a reservation for a uhaul truck rental for 8/31/2013. there were offers for different things that I had to go thru before the end and one of them was for moving help from different companies. I was not interested and clicked on the link on the page that said, "no thanks, not interested". completed the transaction after reading thru their terms and conditions page which made no mention of my aggreeing to them selling my personal information to outside companies.

the following day, not even 24 hours after I made the reservation, I start receiving emails from people wanting to help me move. since uhaul was the only company who knew I was moving then they obviously sold my private contact information to another company without my permission. I know it is illegal to do that. uhaul has violated us law in selling my private information without my permission. I, obviously incorrectly, assumed that when I clicked on the link, "no thanks, not interested" that would tell them I was opting out of their offer. apparently, uhaul does not see it that way so they are going to sell your information to these companies anyway irregardless of whether you want extra help or not.Desired Settlement: I want my information to never be passed to others ever again. I want uhaul to quit passing other peoples information to other companies without the express written authorization from the customer to do so. I want uhaul to make such written authorization obvious and not bury it in the "fine print" of their terms and conditions. they should not automatically opt people in for this garbage. uhaul should have a page where the customer has to opt in to recieve these offers and not be automatically opted in without their permission. if uhaul does not implement said knew way of doing business, I will begin a class action suit to force them to do it which will no doubt cost them millions of dollars in court costs and settlements for infringement of privacy and millions of dollars in business.

Business

Response:

August 28, 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 South Seattle, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology and assured him that his personal information has not been sold. Ms. Eide explained, at most, Mr. [redacted] should have only received a single email for services through MovingHelp.com. If he received more than the one email, then it was a system error and will be addressed immediately. We appreciate Mr. [redacted]’s feedback and will work to ensure our customers are receiving the quality of service they have come to expect from U-Haul.

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.

Uhaul completely misses the point of the complaint. so they did not sell my information to movinghelp.com. they gave them my information. it does not matter because my information, whether sold or given freely, was not theirs to give. they do not have the right to sell or give my information to anyone not directly involved with the rental of one of their trucks. since I said I was not interested in getting any help with the move, they should never have given my information to movinghelp.com. if I had wanted their help, I would have clicked on the link for them instead of saying no thanks, not interested. maybe this assistant needed to let someone with higher brain power deal with the problem and its correction. unless and until they understand the severity of the problem I will not accept their excuse. and since they do not seem willing to correct the problem, I will have to start a class action suit against them. they have 72 hours to respond properly to this or I will seek legal counsel.

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: On August 26th, 2013, I went to UHaul at [redacted] in Port Moody to have a trailer hitch installed. On October 3rd, 2013 I went to Westwood [redacted] at [redacted] to have my car serviced. I received a call from the [redacted] dealership extremely concerned about the wiring job that had been done. According to a report they prepared for me, they found that the Trailer Hitch was routed incorrectly, attached to my Driver side inner tie rod, routed through exaust hanger and driver shaft. It was looped around the drive shaft and was rubbing down to the metal. There is a worn groove as a result of the attachment. Right after I picked up my car at [redacted] I went straight to the UHaul next door to talk to them about the damage to my car. I was told that I had to speak to the manager who was not available until Oct 4th, the next day.

When I went to speak to the manager he told me that I would have to go through claims. I chose to call Uhaul Canada that night to file a complaint, I was told I would hear back in 24-48hrs. He showed no interest in looking to fix the problem but told me I needed to file a claim with the claim. I was told to email him the report and he would send it off. On Friday I still had not heard anything so on Saturday I called UHaul Canada again to start my claim but was told that their office is closed on the week-end so I had to call again on Monday. On Monday I called again and was able to file a claim. On Tuesday I was able to speak to someone about my claim and I was under the impression that were going to send someone to the UHaul on Barnet to inspect the dammage. On October 8th I emailed the same information that I had emailed the manager of the Barnet UHaul, [redacted], on Friday Oct 4th as they had not yet received it from [redacted]. It was not until Oct 9th that I heard from [redacted] who asked that I bring my car in to have it looked at and the wiring repaired. It was in the email that I received from [redacted] that I realized that it was going to be my responsibility to get a total of 3 estimates before they would be willing to address the issues, despite a detailed report from [redacted].

On Oct 10th I dropped off my car to have it inspected and have the wiring repaired. When I picked up my car on October 10th [redacted] himself told me that he had never seen such a horrible wiring job and tried to suggest that someone else must have worked on my car. He told me the wiring was now fixed but that I had to go and get two other estimated to have my car repaired. On October 16th I brought my car to a mechanic who was horrified at the wiring that had supposedly been repaired as the routing was poorly done again, although this time it would not necessarily cause any more dammage. When I asked for a quote to fix the dammage done he told me I should have UHaul again fix the wiring before he would be able to give me a quote because he would have to completely rewire the hitch installation and could not do the work as the wiring would inhibit his ability to fix the dammage done. When underneath my car I was able to see the dammage done to my driveshaft as well as the tie rod.

I then took my car to another mechanic on October 19th who repeated the same information as the other mechanic. He would not give me a quote until the wiring had been fixed by UHaul. He also told me that he felt that the actual hitch was not even properly installed. I tried two other mechanics, that I do not know and have no idea about their reliability, and they told me that they were not interested in doing insurance quotes.

By this time I have had to give up two afternoons and spend countless hours on the phone with UHaul and garages and am getting nowhere trying to get my car repaired. I have not been able to move furniture out of my house because I was told my car in its state to tow a trailer, even after the wiring was reportedly fixed. I have had to cancel meetings on Oct 3, 4, and 11th due to the fact that I have had to dDesired Settlement: I would like my car returned to the condition that it was prior to the work done by UHaul which would require replacing all damaged parts, which includes the drive shaft and tie rod, done by the improper wiring done by UHaul.

I would like the hitch and wiring to be done properly and that there be no further issues.

I do not want UHaul to touch my car anymore as they have had two opportunities to do the wiring properly and have not done so.

I would like a letter of apology from UHaul for the c

Business

Response:

November 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, followed up on the information Mr. [redacted] provided. He spoke to Mr. [redacted] and advised him we will be purchasing parts for his vehicle to have the local [redacted] dealer do the repair. A refund for the wiring will also be issued to Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented out a U-Haul Cargo Van and I later on find out that I was charged for things I was never verbally told I would get charged for. I picked up the vehicle at one location and dropped off at a different location.Upon my renting of the U-haul the manager who did the transition failed to inform me of any extra charges that might arise If I don't return the truck to the location that I picked it up at. I dropped of the Van at a different location and they Charged me way too much money. One of their reason was I dropped off the Van late and they said they can prove that I dropped it off late. I didn't drop off the Van late in fact I dropped it off the same day I picked it up at a different location. My issue is I was charged for dropping the van at a different Location than the one I originally picked it up at. But only because the manager at the original place I picked up the van failed to explain to me that this type of action will result in charges over 200 dollars. I needed specific charges to be noted to me but the only reason he gave me was I dropped it off at the wrong location and that It was late (which was a lie). Both reasons were not justified because I did not drop it off late and even that I dropped the Van off at the wrong Location I was never verbally told the consequences that will arise if I do drop it off and I was also never told verbally that the Van has to be dropped off at the original location. The manager at the original location I picked up the van stated that "this happens to a lot of people" which to me means that they fail to inform customers of the important information that they need to know so that extra charges won't get added on to the customers bill. This is lack of professionalism and unethical way of conducting business.Desired Settlement: I need to get an itemized receipt of my charges and also to be reimbursed of any extra charges that were added on to my bill. I need to know the miles that they claim I had on the Van and the rate that they determined the charges they took. I also need to see the proof that the Manager at [redacted] said he has of me dropping off the VAN late.

Business

Response:

December 6, 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 Pittsburgh regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email advising her all pertinent information on the rental is documented on her rental contract. After reviewing both dispatch and receiving rental agreements, he was unable to see any indication of unethical practices on the part of our representatives and hoped that his explanation helped better understand the charges on her 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

Review: December 5, 2013

This notice is to inform both U-Haul Moving and Storage and [redacted] of my intention to deny payment for failure to deliver services as agreed.

On Wednesday, November 13, 2013, I spoke with U-Haul manager “[redacted]” at ###-###-#### to schedule a U-Box delivery date of Friday, November 29, 2013. On the same call, I updated my contact information with a new phone number and instructed that the delivery address was different than what was originally planned in August when the box was shipped to Austin from New York City.

I was assured that delivery would not be a problem and that I would be contacted beforehand.

On November 29th, after waiting through the morning and afternoon with no word from U-Haul, I contacted customer service for an update only to discover that my delivery had been cancelled and that there was no record of the call that I placed on November 13th. Interestingly, there were no problems charging my credit card a $302 delivery fee.

Delivery was re-scheduled for Saturday, November 30th, but once again, U-Haul’s systems failed to update with the contact and delivery changes discussed on November 13th resulting in a second delivery being cancelled. To add insult to injury, another $604 was charged to my card on December 1, 2013 for reasons that mystified customer service when I called. During that call, I asked to speak with manager [redacted] but he was not available. I provided my contact information to customer service employee [redacted] and requested a call from [redacted] on the next business day in order to settle this matter. As of 9am December 5, 2013 I have yet to hear from him, which implies that [redacted] is not interested in attempting any sort of good faith effort to resolve this issue.

After finally receiving my property four days after originally promised on Monday, December 2, 2013, I contacted customer service on Tuesday, December 3, 2013 and spoke to [redacted] who informed me that the original $900+ in charges should have been reversed by [redacted], but that there was nothing she could do concerning an additional $301.84 charged that morning. As of Thursday December 5, 2013, I see no charge reversals in my transaction history.

Given the incompetence enveloping this entire experience and the failure of U-Haul management to accept responsibility or assist in resolving outstanding issues, I feel that I have no option but to deny payment for failure to deliver services as agreed along with opening a complaint with the Revdex.com.Desired Settlement: Waive delivery fee.

Business

Response:

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and reviewed his bank statement. She confirmed there was an overcharge and advised him of a refund for $301.84.

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

Business

Response:

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and reviewed his bank statement. She confirmed there was an overcharge and advised him of a refund for $301.84.

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

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: 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: on returning a u haul vehicle I filled the gasoline tan to full as required in contract, I drove the vehicle for 11 kilometres & had to replace $18 of gasoline I disputed the tank was not full to capacity

when I accepted the vehicleDesired Settlement: Refund of $11 can

Business

Response:

March 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 Vancouver and Vancouver Island regional office, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email:

Hello, I have recevied the scan of your fuel receipt. As mentioned in my first email, it is outlined in the first bullet point that UHAUL does not reimburse for overfueling. The fuel chart explains the amount of litres needed to reach the level of dispatch, as with any personal vehicle, you could reach the full mark and continue to fill the tank. (until your hear/feel the 'click') Having driven 11km, you most likely would have been one bar below the full line and would need 6 litres to return to the full mark. As a one time goodwill gesture, I will reimburse 8 litres @ 1.219 per litre for a total of $9.75 Please bear in mind that this will be noted on your contract and this exception will not be made in the future. Please allow 3-5 business days for this to reflect on your statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I am very displeased with the level of service I have received from U-Haul this past month using the U-Boxes I rented on an agreement that was entered into in good faith. Through no fault of my own both U-boxes were shipped to [redacted] instead of [redacted] from [redacted] with a charge to my credit card of over 600.00 for that unnecessary leg of the trip and though it has been promised that this charge will be credited back to my account, I still had to deal with the inconvenience this companys mistake has caused.The two U-boxes were delivered to my sons apartment in [redacted] on February 10, 2014 which would have given him until March 10, 2014 to eventually have them picked up at his new address to avoid paying an additional months rent. They were picked up by an agent in [redacted] on February 13 and not delivered to his [redacted] home until Sunday, March 9, 2014 despite the assurance by our rental agreement that they would take no more than 12 days to be delivered, which would have had them at the new address by February 25. Because the two boxes went to [redacted] before eventually getting to the correct location, my son had no time to unload them in less than a day and was originally told by the agent who delivered the boxes in [redacted] that he would get extra time due to the mistake.Another agent I spoke to insisted that the delivery to [redacted] only added 3 days to the trip which I find difficult to believe given that according to [redacted] maps, the distance from [redacted] to [redacted] is 1988 miles while the distance from [redacted] to [redacted] is 2175 miles. How is it possible that it is a 12 day trip from [redacted] to [redacted] traveling a distance of 1988 miles but only 3 days to go 2175 miles from [redacted] to [redacted]? The math quoted to me simply does not add up.Despite the promise of extra time to make up for the error, I have been charged an extra month plus a late fee on both boxes totaling 255.18. It seems to me that if anyone is going to be billed for this mistake, it ought to be the one who made it on the [redacted] end, whoever shipped it to [redacted]. It is poor business practice in my opinion to charge a customer for this companys outrageous error. Furthermore, I called someone at the office in [redacted] on March 14, 2014 while I was on vacation and was given the run around by one of their agents who promised to get back to me and never did so I am assuming this is how unhappy customers get dealt with by U-Haul. I came home to the bill for an additional months rent plus the late fees.I have sent a check for the additional rent so that I may avoid having a mark on my credit, but I find this type of business practice outrageous. Please help.

Product_Or_Service: U-Box rental, one way moving delivery

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

A refund of the additional month's rent on both boxes and an apology from the company.

Business

Response:

March 26, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised her of a refund in the amount of $255.18 for rent on the receiving end.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 rented from Uhaul to move and kept it for two days. I did let them know the day that I rented it that it would most likely be two days. I returned it at 10:30 Saturday night and did not fill the tank. They called me and said that I owed them a certain amount and I authorized them to pay it with my card. They had already swiped $75 for the deposit. They never did but instead sent me an invoice. The invoice stated $10 each for the dolly and pads, which I did not use. The contract states that if the seals are broken on them then I will be charged and they were never used. Also, they added a $65 charge for gas, which was not stated in the contract. The only thing stated was the fuel service fee. I informed them of my dispute and never heard back from them. Then on April 2, they charged my account with those charges and added $30 extra dollars for a late fee. The issues were never resolved and I did not authorize them to charge my account for the amount they charged. They deliberately waited until after April 1 to charge my account for the higher amount and ignored my disputes.Desired Settlement: I would like them to adjust the invoice to take those charges for the use of the dolly and pads off since I did not use them and also take the gas fee of $65 off . That is a ridiculous amount to charge when there is already a fuel service fee added. With those adjustments and the adjustment for the late fee taken off, I will pay the bill, but I need to see an adjusted invoice first. Their should be no late fee when they never responded back to me about my disputes.

Business

Response:

April 4, 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 East Houston regional office, followed up on the information Ms. [redacted] provided. He informed our office our GM of our U-Haul location spoke to Ms. [redacted] and advised her of a refund for $70, which includes refund for the dollies, fuel service fee, and the $20 processing fee.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Fraudulent use of a "form" gauge which gives customers false information. This leads customers to spending additional funds to provide fuel. Specifically, I was told to use the chart/gauge to determine the amount of fuel needed to return the tank to the amount (5/8ths full) that it was upon pick up. When I followed this chart, I ended up returning the tank to full. This is fraud. Additionally, I was charged for more miles than I would have used, had my reservation been made correctly. I realize this was not done directly through the location, but this increased my costs exponentially, as it nearly doubled the actual miles I would have used otherwise. I was issued an insulting credit of $17.55. This does not in any way account for the costs I incurred and I am not satisfied. The customer service department tried claiming that the use of the chart/gauge was explained incorrectly to me as it's "backwards" to what is in the vehicle itself. I do not think so. I think that is a ridiculous excuse; if this incorrect chart was giving them LESS fuel, I think it would be corrected immediately. It's fraud, period. It was used to trick me into providing more fuel that what I used. It needs to be corrected immediately. I believe others have been tricked this way as well, and would think that many people may have overlooked this as Uhaul states they will not refund fuel charges if you overfill the tank. Company policy in support of a fraudulent form provided by the company? Sounds that way.Desired Settlement: I would like at least the cost of 30 miles refunded as well as the overage of fuel charges. I spent over $75 on fuel, which is at least $25 more that I should have, based on the amount I paid for gas.

Business

Response:

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

[redacted], our President for our Utah regional office, followed up on the information Ms. [redacted] provided. Mr. [redacted] contacted Ms. [redacted] and promised to research the odometer on the truck they rented to confirm it is working correctly. He advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee and a refund for $61 as an adjustment on their truck rental. The refunds were issued back to the Visa account used for the rental and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Hi, I made a reservation from uhaul.com schedule to pick up a truck 9am on April 26,2014. When I arrived, the person ([redacted]) told me that there are no trucks available. I then show her the above email and her reply was that they don't have to honor the reservation system. I then said I will be happy to take any other trucks that they will have and she went to say that they have nothing available for me. I was getting upset because I paid movers for the day and elevators from my building padded ready to go. I then said what's the point of having a reservation if they don't honor it. I asked her if this facility is affiliated with the Uhaul website that took my reservation and she started to get loud and rude with me. In the end, I left without a truck and still have to paid the movers for their time.Desired Settlement: reimbursement for my mover's fee.

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], I am sorry for all the confusion with your reservation. We have refunded you the $50 guarantee back to the credit card the reservation was reserved with. You should see that in 5 to 7 business days.We take pride in our customer service and will use this experience as a guide for the future. Thank you [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I had to paid the movers for their time because Uhaul did not honor their reservation and no one had call me of this change prior the pickup.

Regards,

Business

Response:

May 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, reviewed the information Mr. [redacted] recently provided. She informed our office she sent him the following email:

Mr. [redacted] Again I apologize for the problems you had with your rental. I am sending you 150.00 in vips, these can be used for any service that U-Haul offers. Your business is important to us and we hope that you continue using U-Haul for all your moving needs. We cannot undo the damage that has been done but our regret is sincere and will use this experience as a guide for the future. Thank you [redacted]

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: when we reserved a 14 foot truck to be ready at one of the four depots in [redacted] BC for Friday May the 30th @ 7 am. Due to the fact I was coming from [redacted] BC to retrieve the truck. They called and confirmed on Thursday at 11:15 am and told me it will be ready that night the 29th at 7 pm in [redacted] BC which is 45 min away from [redacted] towards [redacted] BC. The general store closed at 8 and due to issues with the uhaul data base not accepting the credit card it took 2 employees till 9 to get it completed. The owner / boss of the general store even had to come down to clarify things. Even at that point they were unsure of which store I was to drop it off at either being in [redacted] or [redacted] BC. They just gave me 2 phone numbers to call and get answers from when I arrived.

I didnt finish packing till 1130 pm that night, so I stayed in [redacted] then drove the coquilhala from 7 - 12 when I arrived in [redacted]. Tha'ts when I found out that the weather stripping on the back gate of the truck had leaked through the night and the drive from [redacted] to [redacted]. All my clothing, electronics, bedding, couches, books & bed had some form of water damage.

I contacted the uhaul I was supposed to call which I could not converse with because they did not speak english and when I tried to explain the situation and get answers they hung up on me. I then tried calling the states in which they took my claim statement and got me in touch with an area rep. He sent a second party insurance adjuster to inspect my things. She took pictures of the gate and my damaged property then pointed at a 2 inch sticker on the inside of the truck and stated because the sticker says the truck is water resistant and not water proof my claim is nul in void.

She instructed me to use my rental insurance to make payment to my claim and tey then may come after uhaul to get the money back.

I then contacted the traffic department and explained the situation and asked for a refund. She said she would pass the claim onto her supervisor and see if they would do anything, but she said probably not.Desired Settlement: I would like my truck rental refunded due to an improperly repaired truck that damaged my things

My gas refunded due to extra time / miles because they sent me of of my way by cities, not blocks.

To have my damaged goods replaced such as my king sealy posturepedic bed, towels, bedding, down comforters ect

Business

Response:

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

RepWest Insurance Company advised our office they have been in contact with Mr. [redacted] and are currently investigating his claim. They will be back in contact with him when a resolution has been reached.

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

Sincerely,

Executive Assistant

U-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: 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