J.R.J. Tara Corporation

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: Issue with excessive time wasted, ineptitude and refusal to assist with problem properly by multiple customer service representatives at UHAUL company

I reserved a tow dolly (online) from Vacaville to home on 24 July 2014. I selected pick up in Vacaville at the Monte Vista location on 27 July 2014. I received two emails for reservation number[redacted]: one for the confirmation of a reservation and one reconfirming the order that stated "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment." When I did the online reservation, the website stated the equipment was available at that location, so I had no reason to believe otherwise. I never received a phone call from any U-haul representative, so I thought all was set at the Monte Vista location, which was three miles from the vehicle that I needed to tow.

On July 27, 2014, I arrived at the Monte Vista location at 1600 to pick up the tow dolly. The representative at the counter informed me that I would have to drive to Napa, thirty miles farther away from where I was going to pick up the tow dolly, as they did not have one there. I called customer service for U-Haul asking why I had not received any phone calls that this change had been made without discussing this with me. Mind you, I had just driven from Browns Valley to Yuba City to Vacaville and Yuba City had multiple tow dollies. I would have gladly picked one up there, if I had known of this issue. She apologized and blamed it on the Napa district, stating she was in the Vacaville district and had not insight into the Napa district. I asked her directly if there were any other options. She started to say there was a tow dolly at American Canyon, which is only 20 miles away and exceedingly less traffic and then changed it to no, my only option was to drive to Napa. Then she tried to tell me that American Canyon and Napa were only a mile apart, it is ten miles away and that Napa was only twenty miles away. Maybe as the crow flies, but that does not help me driving. She also stated that my reservation said that UHaul had the right to move my location to a convenient location for UHaul.Neither of my emails stated that and I posted above the one statement that came close to that, but did not say that I would be moved without notification at any time.

As I had to tow this car home and was already three hours from home and did not want to return, I felt I had no choice but the make the drive to Napa. The drive there was over thirty minutes, due to traffic at five in the afternoon.

On my way to Napa, the Napa representative finally called me. I told him I was driving from Vacaville to Napa and he stated he had the tow dolly and was waiting for me. He also repeatedly claimed that he never received an order and did not know until ten minutes before that there was one, so he felt it was not his fault he did not notify me of any changes.

On arriving in Napa, I found that the person who had called me was on his way to, of all places, American Canyon, the place I had passed fifteen minutes before, as I was looking at the bumper to bumper traffic between American Canyon and Napa that I would be forced to drive through towing a trailer on the way back to Vacaville.He arrived twenty minutes later, meanwhile I was calling customer service again to determine why the ineptitude of these people was so bad. I was told I could register a complaint with UHaul and given directions to do so. The link sent to me was incorrect, and it took two more phone calls to get the correct link, the second person having hung up on me, the third call I was redirected twice before I received an answer. I was told I would receive a response within twenty four hours. I registered a complaint via the link that was provided and that link led me to another link that I requested an email response from.

The mere thirty miles, sixty round trip took three hours because of traffic. I did not arriveDesired Settlement: I would like a much larger refund to compensate for my time and gas that was expended. The corporation is fully responsible for the lack of competence of their employees and they are ignoring my direct request for response on this issue.

They made several errors:

They did not meet the promise of contacting me to inform me of the change in location.

They did not respond with a closer location when I discovered the issue.

Instead of informing me that he was going to American Canyon, even af

Business

Response:

August 15, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted] in our Yuba City Regional Office informed us she has left several voice messages for [redacted], asking for a call back to discuss her concerns. [redacted] is processing a check refund for $75 which is being sent to the address on [redacted]'s Revdex.com file.

We truly apologize for [redacted]'s recent experience with our company.

Our customer 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.

Hello,

Please advise if you would prefer I submit a complaint again via the website or call you. I was waiting to see if UHaul actually sent me a refund check before I said this complaint was resolved. One month ago, I received calls from two different UHaul representatives. I called one back. He said that my credit card would be refunded. I have not received this refund. I guess the person you talked to is the other representative. I did not call her back, because I had just talked to the other one. As a customer, getting calls from two different representatives and calling one back, should be enough. I should not have to call them both. They should see in their records that I spoke to a representative.

Regarding resolution on this case, it has not happened yet. I have NOT received any refund on my credit card or in the mail. Until this happens, the situation is not resolved. That situation was so hellish, even a month later, I am angry every time I think about UHaul.

Regards,

On Tue, Aug 26, 2014 at 6:13 AM, Chris Beermann <[email protected]> wrote:

Hello,

Please advise if you would prefer I submit a complaint again via the website or call you. I was waiting to see if UHaul actually sent me a refund check before I said this complaint was resolved. One month ago, I received calls from two different UHaul representatives. I called one back. He said that my credit card would be refunded. I have not received this refund. I guess the person you talked to is the other representative. I did not call her back, because I had just talked to the other one. As a customer, getting calls from two different representatives and calling one back, should be enough. I should not have to call them both. They should see in their records that I spoke to a representative.

Regarding resolution on this case, it has not happened yet. I have NOT received any refund on my credit card or in the mail. Until this happens, the situation is not resolved. That situation was so hellish, even a month later, I am angry every time I think about UHaul.

Christine Beermann

Complaint # [redacted]

Sent from my iPhone

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: I rented a uhaul van from "[redacted]" on Sunday, 7/27/2014. From internet, their rate was shown $0.49/mile. When I returned the van, the staff who claimed as the associate manager charged double rates, $0.98/mile, saying that it is the weekend rate. I showed him the screen shot of the quote I had from my ipad and asked whether it is a false advertisement. He said yes that the advertisement was not right, but he had charge me the higher rate.

Business

Response:

Thank you for your concern for our customer Mr.**.

[redacted], our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr. ** provided. He informed our office a refund for $15 was issued back to Mr. [redacted]s Discover 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: I contacted U-Haul and requested the use of a 10 foot truck for Saturday, June 1. I requested to pick up the truck Friday, May 31 after 4:30pm and return the vehicle within 24 hours (both pickup and return at the Lafayette, CO location). I specifically emphasized that I needed the vehicle for Saturday, June 1. I was given a "guaranteed" reservation with an exact pickup time and location to be given to me Friday, May 31 in the morning. I received a call saying that I could use a truck from 4pm to midnight Friday, May 31 from a U-Haul location in Denver, CO on York Street. I explained that I really needed the vehicle for Saturday, June 1 as I had specified in my "guaranteed" reservation. I was told that it was not possible and that I could either have the truck for Friday evening or that I should cancel my reservation. I had depended upon getting the vehicle for use on Saturday and this company completely failed me after giving me a guarantee. I used U-Haul several years ago with a very satisfying outcome. Back then, I was able to schedule with a local U-Haul entity. It seems that now the company has gone to a more centralized reservation system. I found this system to be wholly inadequate; they certainly completely failed in providing me proper service. Furthermore, because they instilled trust in me with their "guaranteed" reservation, I did not pursue any other rental options from other vendors. I was left high and dry searching for a vehicle to use at the last minute and, of course, everything was booked by that time.Desired Settlement: I would like to inform other potential customers of U-Haul of my experience. I will not use them again in the future unless they dramatically improve their reservation system.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: On August 31, 2012 my fiance and I took our 20[redacted] to this Uhaul location to have a trailer hitch installed. It was raining when we left the business, so we just gave the hitch a brief glance. When we got up Saturday morning and looked, we noticed a dent and a scratch that was not previously there. I called the Uhaul office and let them know, and they say that they did not cause this dent, it looked like a stroller had done it. We also spoke to the car salesman who sold us the car, and he said he knew the dent was not there also.Desired Settlement: I would like to have the Uhaul place pay for the needed repairs to our vehicle.

Business

Response:

September 19, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Knoxville, followed up on the information Mr. [redacted] provided. She informed our office she left a message at both telephone numbers Mr. [redacted] listed requesting a return call. She would like the opportunity to personally address their concerns and offer a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Consumer Rebuttal:

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

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

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

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

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

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: My son([redacted]) and I([redacted]) rented a truck on October 4th and tried to purchase the rental with my [redacted] card. Employee told us that it declined. We used cash instead. After leaving we called [redacted]moneycard and saw where the transaction had gone through at 5:17pm that same day. [redacted] customer service gave us instructions on what to give U-Haul in order for them to refund me the money. We went back to the U-Haul on October 6th and gave the employee([redacted])our information to be able to refund me. They were to fax this info to be able to complete the refund. After 10 days I called again to see why I had not received anything and the person had to take my information again. After two days went by I called again to see if they sent the fax and I had to retell my story again to another employee. He took my name and number and said that he would have the manager call me. I never did receive a phone call. The employees are very courteous when taking the info but there is no follow thru or communication from U-Haul on the matter.Desired Settlement: I would like for U-Haul to reimburse me as soon as possible. I am disabled and have no other income. The easiest way is to put it back on my card. If you are not able to put on my card please contact me([redacted]) at ###-###-####.

Business

Response:

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

[redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she received a copy of the bank statement showing the $500 as pending. She faxed information to the bank stating the rental was paid in cash so the hold could drop. She also advised Mrs. [redacted] she would contact them when she heard back from the bank.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My friend and I reserved a U-Haul for the 17th of May. On the morning of the 17th, we called to ask to move our reservation to the next day. If our request was declined, we would have figured out a way to move on the 17th. But they accommodated us for the 18th to pick up the truck at the downtown location.At 6:00 pm that same day, U-Haul called to say that they had made a mistake and that they didnt actually have a truck for us. Instead, we would have to pick up the truck from the airport. We told them that this was the opposite direction from our storage and would be inconvenient especially since we would be charged a dollar per mile and would have to pay for gas. He said that he couldn't help us.By that time in the evening, we couldnt reserve a truck with a different company. We had to adapt despite our budget. When we got to the airport, we discovered that the pickup location was actually a mile away from the airport. There wasnt a bus stop past the airport, so we had to call a taxi, which came to $18. As college sophomores with great time and money constraints, having to pay for a taxi and increased mileage and gas costs meant a lot. I called U-Haul to tell them about our experience as victims of the carelessness of their employees. However, our story was met with deaf ears. The representative said that he reimbursed us $50 because we were given a smaller truck than reserved. When I told him about our other costs, he said that he couldnt help me since we returned the truck without enough gas. I was confused. I made sure to fill the truck to the 5/8 mark. He said that he didnt believe me. His records showed that I returned the truck filled to the 3/8 mark. When I disputed, he said that I couldn't prove it. When I told him that I had a receipt, he dismissed my evidence by saying that the $15 I paid wouldnt have been enough. I was charged an extra $87 for gas. I was refunded for gas by the U-Haul headquarters yesterday. But I am still upset with the service and with how I was treated.Desired Settlement: I would like a refund of the $40 charged for miles traveled, $15 for the gas, and $18 for the cost of the taxi.

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and Ms. [redacted], whose name actually appears on the rental agreement.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining that we upheld the terms of our rental agreement and why we were not able to provide a truck at their preferred pick up location. The $50 Reservation Guarantee Fee was refunded for the inconvenience, plus fuel charges. The only amount collected on the rental was $13.38. No further refunds 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,[redacted]Executive AssistantU-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.A U-Haul of [redacted] employee told us that we had to pick up the vehicle at the airport. With a tight time crunch, we took the bus to the airport. Had we known that the pickup location was actually a mile past the airport, we would have planned ahead and avoided the taxi cost. Therefore, we are asking U-Haul to compensate us for this charge that we could have easily avoided had we been given an accurate location.Regards,[redacted]

Business

Response:

Thank your continued concern for our customers Ms. [redacted] and Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She sent the following email in response:Good morning [redacted], I am writing to you again in regards to your Revdex.com reply in which you requested to have your taxi fare paid by us. In that reply you stated "U-Haul of [redacted] employee told us that we had to pick up the vehicle at the airport"; which resulted in you having to take a bus to the airport which the U-Haul dealer is near to but not at. I have spoken with the general manager of the center you had the conversation with and he remembers the exchanges you had. He states that he informed you the dealer was near the airport to provide a reference as to where you were heading but did not tell you to go to the airport. As you can see I have two different statements from you and from him. Regardless of the exchanges, U-Haul is not responsible for providing accurate directions due to road closures or changes in traffic patterns, or simply an employees lack of detailed knowledge of the area. It is the customers ultimate responsibility to determine the route they will take to a destination and it is also their responsibility to pay for the form of transportation they choose. As I have stated before, we have already refunded $136.79 to you for the fuel charges and for the $50 reservation guarantee. The $50 reservation guarantee is applied when the equipment is not available at the location we promised you it would be, resulting in you having to travel to a different location that was not preferred by you, which is what happened here. I do apologize for the miscommunication as to the specific location of the U-Haul dealership but unfortunately we cannot extend another refund nor our we responsible to, customer transportation fees are customers responsibility. Once again, I am sorry for the confusion. Thank you.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,[redacted]Executive AssistantU-Haul International

Review: Tried to return a hitch ordered for my [redacted] ( didn't fit ) ...... was told by a install tech. I would have to wait 1/2 hour to check it to my car , after appx. 35 min. wait was told running late needed more time ,..... after 50 min. asked clerk about the wait & told him I [redacted] wait for another 10 min. ( which ment a hour ) ...... after that was told another appointment would be next , they were running late & I didn't have a appointment ...... I wasn't happy ( I wanted the hitch on , if poss. ) ...... was told I could come back tomorrow ( I feel I had too much time invested today to come back tomorrow ..... demanded my money back & clerk said I was lucky he wasn't charging me a restocking fee ..... & after complaining about my treatment he told me I WAS BANNED from the store ..... Feel I wasn't treated right ....... my time must mean nothing ......Desired Settlement: still would like a hitch for my [redacted] ......

Business

Response:

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 Ms. [redacted] provided. She sent him the following email in response:

Dear [redacted], U-Haul has been a leader in the do-it-yourself moving business for over 60 years. Our commitment to providing our customers with a better product at the lowest cost with the best service has enabled us to stay in business this long. We value you as a customer and apologize if your most recent experience with U-Haul was not to your satisfaction. Unfortunately, we occasionally fall short of our goal to provide the quality of service our customers deserve. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. I apologize for the inconvenience this may have caused. Weekends are our busiest time and we do ask that our customers make an appointment, as with a doctor we [redacted] work you in when and where possible, but without an appointment our hitch tech could not fit you in between the other hitch appointments that had already been scheduled. We [redacted] continue our commitment to providing you the best service, and look forward to serving you again in the future. Sincerely, [redacted] U-Haul Co. of NW 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

Review: Attention [redacted] (Executive President)
I've had a horrible experience with U-Haul and have attempted to complain to customer service on different ocassions and I am met with very quickly being dismissed to having the complaints routed in multiple directionsThe most recent complaint I put in based upon my move from Tucson to Napa never was filed, the second time I called to complain, it never was filed, and the third time I was told this is the first mention of a complaint we show on your record in the systemUhaul has tried to bury this issue within the Customer Service DepartmentI spoke with [redacted], who after hearing my issue TOLD me what my issue was and based it all on the CA concern, when my concern was multifoldI asked for her supervisor ([redacted]) who another customer service rep told me that they are peers and she wasn't telling the truthI attempted to request to talk with [redacted], he kept me on hold for minutes and then told his rep to respond to me (he wouldn't even speak with me)I think called Human Resources attempting to understand who customer service reports to because the issue now is with Customer ServiceThey transferred me to [redacted], who now spoke with meHe informed me that his supervisor is [redacted], but wouldn't transfer me, he kept saying that [redacted] doesn't report to anyone up the chainI want to speak with someone who will listen to my complaint because its not unlikely numerous others from[redacted], and other forums that speak of the terrible service UHAUL providesI really do feel an executive in the company needs to understand what I was put through and the stress on my family for something as similar as renting a trailerI don't believe anyone outside of Customer Service will care, but I'm trying to go through the Revdex.com and make UHAUL aware their Customer Service Department is terrible.Desired Settlement: I want a full refund of my money (510$) for the trailer I rentedI was lied to, misled, and when customer service gets engaged they tried to [redacted] a VIP rental off on meIf I didn't like the service I've been receiving, why in hades would I want to use Uhaul again (free albeit)? This is the thinking of customer service, they don't listen and they want to get the calls off their radar as quickly as possible
Business
Response:
Thank you for your concern for our customer Mr[redacted]
Mr[redacted] originally spoke to a U-Haul Customer Service Representative on October 7th, the same day he called in to lodge his objectionHe was advised we would address his concerns with our Area Field Manager responsible of the U-Haul location involved to ensure proper procedures are being followed locally and that our customers are receiving the quality of service they have come to expect and deserve from U-HaulHe relayed his displeasure with the reply and requested a full refund of his rental[redacted], our Customer Service Manager, also spoke to Mr[redacted] on October 7th and explained he would need some time to investigate his concerns he experienced with his rental as well as our Contact Center in order to reach a fair resolutionMr[redacted] requested higher levels of management that would process a full refundMr[redacted] did research calls and confirmed calls into our Contact Center from Mr[redacted][redacted], our Customer Service Representative, sent Mr[redacted] the following email on October 11th:
Hello my name is [redacted] with U-Haul customer serviceThank you for bringing your concern about the calls you placed and the experience you had with your pick up and drop off locations to our attentionWe certainly do not want our customers to experience rude behaviorAs an extension of our apology we would like to offer you $in U-Haul products and services in the form of a VIP certificate that I will send to your Email addressIts completely transferable if you would like to give it as a gift to a friend or neighbor who may need some top of the line boxes and moving supplies or maybe even a truck or trailer rentalI do understand this is not the full refund that you are requesting but we feel this is a fair resolution and this is what U-Haul is willing to offerPlease let me know if you have any questions or concerns or if you would like to discus this matter furtherYou can reach me by phone at ###-###-#### and then press option I work evenings and you can ask to speak with [redacted] and I'd be happy to take the callYou may also reply to this email and it will go to my work address [redacted].com Thank you and I hope you have a wonderful weekend
Mr[redacted] did not experience any issues with the U-Haul trailer he rentedWe need to consider he traveled from Tucson to American Canyon, CA, a trip we normally allow 1,miles on a truck rentalHe completed his move with the trailerWe acknowledged the inconvenience he experienced with U-Haul personnel by offering to send him a $VIP Certificate and assured him his concerns would be addressed with all involvedHowever, a monetary refund is not warranted in this case
Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 complaintFor your reference, details of the offer I reviewed appear below
I was unable to Ammend my rejectionWhat they fail to recognize is the phone calls to customer service and the contact I made with them a week prior (the day I dropped the rental off) and the day I paid (two weeks prior)Never was my complaint taken or escalatedI want to speak with a member of leadership that is out of corporate who manages the entire world wide customer serviceThis individual who responded isn't even a managerTheir customer service is appalling and notice what priority they gave this as the response they send in was from an admin not even a customer service rep or a manager
Regards,
Business
Response:
Thank you for your continued concern for our customer Mr[redacted]
Mr[redacted], our CSR for U-Haul International, reviewed the information Mr[redacted] providedHe relayed he did a search on the phone number provided in our Call Copy system and it only yielded callsThe 1st was a call into our Sales and Reservation's Department to make a prepaymentAfter our agent was not able to process the payment, Mr[redacted] was connected to Customer ServiceThe 2nd call was with a CSR who was not able to process the payment and connected Mr[redacted] with the responsible regional office in his areaThe 3rd call was into our Sales and Reservation's Department againMr[redacted] requested to speak to a managerWe offered an apology for any inconvenience he experienced, however, Mr[redacted] had no mechanical issues with the U-Haul equipment he rented, therefore a refund for the rental is not warrantedPlease refer back to the information I provided in my initial letter to your office regarding the VIP Certificate we are willing to send himOur VIP Certificates can be of great value to our customers and are valid for two years
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
Executive Assistant
U-Haul International

Review: I relocated from Ohio to Casa Grande, AZ and had a one-way rental with U-HaulI picked up my truck on Tues., 4/and at that time paid for my rental a total of $My return date was Tues., 4/It took me longer to arrive at my destination so I called U-Haul and changed my return date to Fri., 4/I was still running behind, and the original return location at U-Haul Moving & Storage, [redacted] called me on Sat., 4/and asked when I was going to return the truckI talked with a gentleman named "[redacted]"I told him I still needed the truck a few more days because I was in Casa Grande, AZ and just found a place to live and was waiting for help to unload the truck[redacted] told me that wasn't a problem, he was just wondering where the truck wasHe then told me that I didn't need to return the truck to Tempe, AZ and that I could leave the truck at any location in Casa Grande, AZI thanked him for the info on the return and told him I will leave the truck in Casa Grande, AZI returned the truck to Crossroads Self Storage, [redacted] on Sunday, 4/eveningThe return was after-hours, but the owner of the facility met me and my friend [redacted] (a LtColin the US Army) at the gate and let us in and took possession of the truck around 20:He said he will do the paperwork in the morning and email me a copyThe return time and date was Mon., 4/@ 08:I was charged for the extra days over the original return date which I expectedI was also charged $for a wrong destination fee for leaving the truck in Casa Grande, AZI feel I was deceived by the U-Haul representative into returning the truck at a different location so they can get more money off of me"[redacted]" never mentioned to me that if I return the truck to a location in Casa Grande, AZ that I will be charged so much extra money
I contacted "[redacted]" at the Tempe, AZ location and he remembered telling me to leave the truck in Casa Grande, AZ but wasn't aware that they would charge me so much moneyHe said to call the drop-off locationI called Crossroads Self Storage in Casa Grande and talked with the representative thereHe said he was surprised about the extra charge as well, but it was done elsewhere and he will have someone look into itHe felt that it was wrong as wellThey got back to me and told me to file a complaint with U-HaulI called U-Haul customer service and filed a complaintThey assigned my complaint to a gentleman name "[redacted] is in charge of the person who billed me this extra amountHe said that he is standing by his man and that the charge was legitimateU-Haul denied the claimI then called back and had them re-open the complaint because I felt that it wasn't handled properlyThey then re-assigned my complaint to [redacted]At that time, [redacted] told me again that he is standing by his man and no matter what I say he won't change his mindI feel that U-Haul is setting me up to fail because they are assigning my complaint to a person who is directly responsible for the chargeThey need to assign my complaint to a neutral party in order for me to even have chance.Desired Settlement: Refund the wrong destination charge of $The person at the Casa Grande, AZ location also told me that I was charged for a one-way rental from Tempe, AZ to Casa Grande, AZThat was the $chargeEven if they charged me a one-way rental, that should be good for daysThey should not have charged me for the extra days cost of $if they charged me for the one-way rentalThey are ripping me off both ways
Business
Response:
May 22,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted] our President for the U-Haul Company of Eastern AZ, offered the following response to [redacted]:
[redacted],
I want to thank you for the opportunity to respond to this complaint, and your concerns withinIn my Marketing Company we pride ourselves on exceeding our customer’s expectationsThat being said, occasionally situations like this arise where the customer is given incorrect information resulting in additional fees being chargedMy staff and I make it a priority in resolving issues like this quickly and amicably
Due to the different U-Haul Marketing Companies involved and the amount of the additional charges the manager in charge of your case ([redacted] needed to confirm all information givenGenerally these matters are resolved within hours, but given your work schedule, [redacted] had a difficult time reaching you to resolve this matter within the hoursPrior to this response [redacted] has already issued a refund in the amount of $back to your card earlier this week
While I regret that this incident has occurred it is important to me that you know that we were not trying to "rip you off"The resulting charges were created because the equipment was dropped off in Casa Grande AZ rather than Tempe AZWhen you chose Tempe AZ as your drop-off location, then Tempe AZ may have made other reservations for families that are contingent on that equipment being dropped off at the time and place agreed upon between you and the dispatching location as stated on the rental contractWith an organization like U-Haul we make every effort to offer more convenience in the form of more drop-off locations than any other do-it-yourself company, and it is vital that equipment is returned to the location chosen by the customer at the time of dispatchI do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move
Respectfully yours,
Marketing Company President
U-Haul Company of Eastern Arizona
North Arizona Avenue
Chandler, AZ
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
Maria Palmisano
Executive Assistant
U-Haul International

Review: We used the company website to pick a trailer our vehicle could tow. The website is faulty and does not provide accurate towing information for vehicles listed, but rather misleading information which is to U-Haul's advantage, to get customers to purchase bigger trailers that their cars can't tow. We had to do independent research ourselves, which totally contradicted both what is listed on the website and what several personnel assured us would be fine for our vehicle. If we would have followed their advice, our transmission would have been wrecked.

We ordered a custom hitch for our vehicle. The company said the product would arrive on a specific date that we selected. There was no disclaimer that this was subject to delivery or shipping concerns. The hitch arrived 1 week after our agreed date. We were assured that we could order the hitch, it would arrive on that date, we could get it installed, and leave the next day. Luckily we were cautious and planned well in advance, or our entire move would have had to be postponed for a week or more.

No one called to tell us our product would be late in arriving. The delivery date came, and no word from anyone. After a few days with no product, we tried to call the store, but the phone went directly to the national customer service line, which, after speaking to over 10 representatives and holding for over 4 hours, informed us that we should not have contacted them because there was no way they could look up our information. They told us to call the branch. We told them that the branch phone goes directly to the national line. It was literally impossible to contact the business to see where our late product was. They told us we would have to actually drive to the store and hope that the manager was there. He wasn't. No one knew anything about our order.

We came back a second time and the manager informed us that the part had never even been ordered. He offered to overnight it for free and gave us a small upgrade. But they gave away the lighting package we had purchased, so we had to wait another day while they ordered another one. Keep in mind, this was after we were assured we could move the day after our original order date. This was now over a week after our original date.

In speaking with the national customer service representatives, we found that they were universally ill-informed, unhelpful, and completely impotent to answer any of our concerns. Several representatives actually lied to us, told us that they were connecting to a manager who would give us a discount, and then hung up on us--making us start the process all over again, waiting 30 more minutes to connect to a representative, etc. The manager we finally spoke with (person number 15 or so) told us that U-Haul does not give any discounts and that they didn't know why those representatives would have said that (aka, they were lying). No discount or refund was offered. Once, to avoid having to start this whole explanation over again to a new representative, we made the representative repeat our number back to us, and then promise on her word that she would call us back after she had spoken to her supervisor to try to resolve this issue. Needless to say, she never called. We tried the same thing again, the representative promised fervently that she would call us back, and we never heard another word from her either.

It is now time for us to pick up our trailer, and today we called and were informed that the trailer we reserved is actually not available at the location we ordered it for 40 DAYS AGO, but that we would have to drive 20 minutes to go get it. We asked why they couldn't take the trailer to our location immediately down the street from us, but they refused. There was no disclaimer about the product not being available at the location we ordered it for. I have spoken to other customers that said they had to drive up to an hour to retrieve the trailer they ordered. This is indicative of a major fault on the part of U-Haul--they don't provide the services the customer pays for. We have to act as their delivery drivers for our own product.

I have to say that at every turn, U-Haul's customer service and business practices have been nothing short of appalling--and not at one location, but throughout the entire company. The number of people we spoke to just to try to get the products we purchased indicates a systemic disregard for the customer. U-HAUL DOES NOT CARE. U-HAUL makes it virtually (and sometimes literally) impossible for the consumer to even get information about the service they paid for. I am disgusted and cannot rightly surmise how this joke of a company has even managed to gain national status.

I see that I am not alone. Apparently only a [redacted] complaint is sufficient to rouse U-Haul from its stupor and convince it to make right with the people who have paid it hard-earned money. Out of 146 [redacted] reviews at the time of this writing, 140 have been negative. Several thousands of complaints have been issued, and only by involving the [redacted] does it seem like anything really gets done. The customer service center certainly is nothing of the kind, but rather a brick wall against which the corporation convinces people to throw themselves in a desperate, dead-end attempt to get some justice.Desired Settlement: I want my money back. All of it.

Had we left it to U-Haul, we would be left with a wrecked transmission, no parts, no trailer, stranded in [redacted] for over a week. They neither ordered our part nor ensured we would have our trailer at the location we specified. We are the ones who had to do their job. So I want the money I paid them, because we're the ones who earned it.

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she contacted Mr. and Mrs. [redacted] and issued them a refund for the hitch in the amount of $257.02. The refund was issued back to their [redacted] account 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: This is the first part of my complaint. Some time around the 26th of January, I called to reserve a truck as well as an auto transport in order to hitch my car to the back of the truck. When I initially called in, I specifically asked if an employee would hitch my car to the truck and I was told yes, someone would do it for me. After using the address that sent to me in my confirmation email on Jan 30th, I was told that only the auto transport was at that location and I would have to go to another location to pick up the truck. Because I was never informed that I would need to go to two different locations, I had to call my Father to come pick me up from one location, take the truck and my car to the first location and then go back to the second location to pick up his car. Once that was finally over, I was told by the employees with the auto transport that they would not hitch my car and that it was my responsibility. Since I didn't feel comfortable when I hitched it myself, I then had to return the auto transport which forced me to have my Father drive the truck and me drive own car to Hanover to drop off the truck. I then had to drive my Father back to Yorktown because he had no other transportation. When it was all said and done, it was almost 5 hours of driving up and down I64. After that ordeal I filed a complaint with their customer service center. I received one follow up email and phone call from Keith Smith and, after saying he would call back, never did. I attempted to contact him 4-6 times via email and phone and he still didn't respond. In my last email to him on 2/17, I told him I would file a complaint against him as well. When I called to file that complaint I was given another person to contact, [redacted], the [redacted]. I attempted to contact him on 3 occasions, finally saying I would file a complaint against him with his corporate office and the Revdex.com.Desired Settlement: Full refund in the amount of $278.25. This includes the cost of the truck and the auto transport rentals.

Business

Response:

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

[redacted], our Field Manager for our U-Haul Company of Tidewater located in Portsmouth, followed up on the information Ms. [redacted] provided. He informed our office a full refund for the truck and auto-transport was issued to Ms. [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: To Whom it may concern, I am writing in reference to a recent equipment rental I had from U haul on July 13th 2013. I rented a 26 foot truck with a tow dolly for a trip from East Stroudsburg PA to Deltona Fl. I have a 2012 AWD Chevy Equinox I was towing. My contract number is[redacted]. I went into the store 3 days prior to ensure that I had the correct equipment reserved and to check that the equipment would be available for my upcoming move - as it was a very long trip and I would be traveling with my 7 year old son and my sister , as well as our dog. The manager was there that day ( I cant remember her name) but she checked my reservation and ensured everything was all set for July 13th pick up. I asked if someone would be able to help me understand the towing piece and she stated that Al would be working and he would help me but she was off on Saturday. July 13th I came to pick up the equipment with my friend [redacted]. Both she and Al were working as well as another woman. We were the only customers in the lot. The manager said good morning and when I said " I thought you had the day off" proceeded to tell us that she had a rough night the night before and was very hung over but ended up having to come into work. She had my paperwork ready. I asked if I needed to give her any additional information- she said we were all set. Al was setting up the tow dolly and she came out and we all chatted for about 30 minutes. I showed them my receipt and at the top it said AWD Chevy Equinox. I specifically asked if there were any special instructions for my truck. BOTH she and Al said- " nope- just put it in neutral and your good". My friend [redacted] and I both were present for this. Al then was having many issues with the tow dolly and said the straps on the right side were much shorter then the left and were very tangled up. When I asked if this was ok to use- he stated with the manager present - "well it will have to be because it is the only one we have so we need to make it work". We left for Florida July 14th and about 2.5 hours into the trip we stopped because the gps was malfunctioning. When we stopped- I went to check the truck and adjust the straps and it smelled really hot and would no longer go in reverse. I immediately called after hours U haul customer service. The person I spoke with was very patient and immediately asked what kind of truck I had. When I said it is an AWD- he said U haul should have never put it on a tow dolly unless the drive shaft was disconnected and even then it is recommended to use a trailer. He also said the system flags red or yellow to allow staff to know NOT to rent out the equipment. He also stated that because it was a Sunday night- he did try to call several local U haul stores to see if someone could assists us in getting the truck off the dolly - but no one was open and we would have to wait until the morning to get assistance. We flagged down a man and his wife who had a flatbed and asked for help. He was kind enough to come over and try to get my truck off the dolly. eventually he was able to pull it off and on to the flatbed. When he made the last adjustment - the car SLAMMED into reverse and the bumper and grill were damaged. Once it went in reverse I was able to get it to the hotel in the next parking lot. We stayed the night there and U haul did reimburse my sister for the hotel stays. We went to the U haul the representative recommended and spoke with [redacted] the manager in [redacted]. THIS TEAM WAS ABSOLUTELY AMAZING!! they confirmed what the representative said about the trailer vs the tow dolly and stated that it is U hauls responsibility to inform customers of any safety warning that show in the system . They switched the tow dolly to a trailer for no additional charge and apologized for what the other U haul did- gave us the number for the Insurance division for U haul and also extended the days of use for the contract. Moving forward- we finally got to Florida 2 days later then planned and as a result I had to reschedule the unloading help, the electric, cable install. My AWD Chevy Equinox has extensive issues. the Right brake sensors needed to be replaced, the AWD and ABS and stabilitrak was no longer working, the alignment was off. THANK GOD Starling Chevy in [redacted] covered it under warranty. They did not cover the bumper damage or the grill damage. I did not have enough money to pay for it so my sister paid $632.00.They also provided me with a loaner car so I did not have to encur rental fees. I LOST A WEEK OF WORK WITH ALL THIS RUNNING BACK AND FORTH TO THE DEALER. I had the truck back 1 day- and noticed the back slammed into gear when I tried to go to reverse and the entire back of the truck vibrated when I made a right or left turn. I had to being the truck back to the dealer. They have had the truck since Monday July 26th. I have yet another loaner car- They called me today and informed me that the entire rear end of the truck needs replacement. The clutch, differentials, you name it- it is damaged. They are also doing the RIGHT THING and putting this under warranty. I have a claim in with U haul- but apparently this [redacted] location thinks that because there is a small disclaimer at the bottom of the contract that says a tow dolly is not recommended and the drive shaft needs to be disconnected that it is enough information for us to know this information. The manager had my contract already printed up- we were all chatting and she just said - "here- sign here". She did not provide me with the tow dolly manual because she said they were out of them. She also did not have the pamphlet that explains towing/Uhaul . She folded the contract in 3 and handed it to me. (if in doubt- check the surveillance video) This is absolutely the worst example of customer service I have ever seen. How a company that SPECIALIZES IN TOWING EQUIPMENT does not think they need to inform aDesired Settlement: Refund of rental fees and damages not covered under warranty for my 2012 Chevy Equinox AWD.

Business

Response:

August 7, 2013 Thank you for your concern for our customer [redacted]. [redacted] the Executive Assistant in our [redacted] Regional Office informed us he has referred Ms. [redacted] to our insurance carrier, [redacted], at 1- 800-528-7134. Mr. [redacted] offered his apologies and also provided the phone number to his office to address any other 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, [redacted] 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. Mr.[redacted] did not provide me the information for the insurance company. I contacted them myself after receiving the number from the [redacted] location. I spoke several times with the insurance person Dan handling my issue and the last I spoke with him - which was last week- he indicated that because the East Stroudsburg location states they put a disclosure at the bottom of the contract- that it serves as acknowledgement for use of the tow dolly. I advised him that I was not satisfied with that response and he agreed and offered to take it to his supervisor. I have not heard anything further. There has been no resolution this claim. I would like a refund for the damages that were not covered by warranty as well as a refund for the equipment. It was [redacted] / UHaul moving and storage responsibility to provide the customer with the correct safety information. I then filed a complaint with the Revdex.com. Regards, [redacted]

Business

Response:

August 8, 2013 Thank you for your continued concern for our customer [redacted]. Because [redacted]'s concern involves damages, her rebuttal was sent to our insurance carrier Repwest for review. We received the following response from [redacted] Range the claims adjuster.

Customer, [redacted] (contract[redacted]) rented u-haul truck and trailer to move from pa to fl. they picked up equipment from uncle bobs self storage –[redacted]. customer stated representative at dispatching location advised all they needed to do was put the vehicle in neutral, and they would be ok to tow behind rented u-haul truck. she took rented truck and trailer back to personal residence to load / secure her 2012 chevrolet equinox. customer did not consult her vehicle owner’s manual, or the trailer users guide (which is printed with u-haul rental contract) prior to installation, which would have advised her to disconnect the drive shaft. customer signed contract also clearly indicating the drive shaft must be disconnected – simply placing the transmission in neutral is not sufficient. u-haul centers and dealers are not required to remove or re-install drive shaft as part of rental. customer vehicle sustained damage due to not disconnecting the drive shaft. there is no negligence / liability on the part of u-haul. the claim was denied 8/8/2013 [redacted] range Claims adjuster 1-800-528-7134 x664385 Thank you again for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International

Review: My husband and I rented a u Haul to do a 1200 mile move from [redacted] state to [redacted] CA. The u Haul had over 120,000 miles on it and bad tires. We questioned both and were told we were fine - no worries.One tire blew on [redacted] and the repair guy had to replace 2 tires because he could not believe how bald the 2nd one was. They were both in horrible shape. He could not believe that they allowed us to rent this U haul. He said it never should have been driven off the lot.Not only did it create a situation where we could have been injured or killed because of their negligence, but also it was completely inconvenient, if they did their job, this would have been avoided. We called them and they basically did not care, stuff happens. No concern. We dropped the vehicle off today to return. The guys in the [redacted] rental place were amazed we were rented this peice of garbage. It has over 120,000 on top of the bald tires.I cannot imagine U Haul would be happy to know the this is the service being given by a franchise.This was unacceptable.Desired Settlement: I feel we were put in unnecessary danger, they have to take ownership of the poor judgement they used in this situation. If they did this to us, they will do it to anyone that needs a u haul.Full Refund, no excuse for this situation.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].Ms. [redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and they were able to reach an amicable resolution. A refund for $137.00 was issued as an adjustment on their rental. Mrs. [redacted] mentioned they were planning on making another move in June, therefore, in addition to the refund, Ms. [redacted] issued them a VIP Certificate for $275 that can be used toward their future move. Ms. [redacted] also set up a reservation for that move in June.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: We ordered a 26 foot truck and a furnature dolly and appliance dolly. We did not order a bag of pads nor the utility dolly(way too small). They leave those items on the truck with a little green plastic strip that they say if 'Broken' you owe for them. I told them I don't want them on the truck we did not order. They put them on there anyway. Once I returned the truck I was told I would not be charged for these items. Now I got the bill and there is the charge for the two items I did not order. I want my $ back. It was the worst truck to drive, besides this issue. It was almost 20 years old and extremely difficult to drive. I have driven large farm equiptment that handled better when I was on the farm years ago.Desired Settlement: I want my credit card credited for the $10 for the two items. The manager acted like she saw the tabs were broken and they were definately broken. Maybe when she went out there later but when the guy that checked me in said they were fine, I did not think anything of it. I guess I should have taken a picture of him and the tabs, then I would have something more than my word. Which for this company is nothing.

Business

Response:

August 16, 2012

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

Ms. Penni Narlock, our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Mr. [redacted] provided. She informed our office she sent him an email offering her apology and assured him the information he provided would be discussed with all the employees at the U-Haul Center involved to insure proper rental procedures are being followed locally. She also explained a refund for the $10.00 charge was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I reserved a 26' truck a month in advance. Two days before my reservation came due, a Uhaul employee contacted me and advised me that they would not have a truck available at my pick up location in [redacted], but instead, I had to drive to [redacted], which is 80 miles from [redacted]. I was offered a $50 credit, which the agent stated would apply directly to my credit card statement after payment was made. I accepted this offer. After researching their vehicle online, I discovered that the truck only got 10 mph. Based on the extra 160 miles I would have to drive, the $50 would not even cover the extra gas cost associated with the extra mileage added due to their error. I contacted Uhaul again on their website using their click to chat feature. I explained the situation to their agent, and asked that I be reimbursed $100 to fully cover the extra expense. The agent offered me a $50 VIP coupon. I asked if this was in addition to the previously offered $50 credit off my credit card statement. The agent responded that it was. I ASKED AGAIN. The agent again confirmed that it was, and that my total compensation would be $100 for the error. To this date, I have only received the $50 VIP coupon, which I applied to that rental. I have contacted Uhaul twice. Both times, I was promised that a special team would research this issue and contact me within 48 hours. No one has contacted me, and we are well past the promised time frame. In addition to these issues, the truck that was provided to me had a mechanical malfunction, and a service technician was sent, which delayed my trip by over 3 hours. Once I got to [redacted] the same malfunction caused the truck to stall on the side of the road,costing me more time.Desired Settlement: At this point, I would like the entire rental cost of $429.00 refunded,due to the time I have had to invest in righting this error. Uhaul did not provide the level of service that I deserved, and most importantly, did not correct the issue once a problem was identified, causing massive frustration, and making me seriously consider never using Uhaul again, as well as spreading that message to everyone I know.

Business

Response:

May 17, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], a Senior Customer Service Representative, followed up on the information Mr[redacted] provided. He contacted Mr[redacted] and advised him of a refund he issued back to Mr[redacted]’s [redacted] account in the amount of $75.00. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After getting reservation confirmation (U-Haul Contract [redacted]) message on 07/30/2014, I called pick location at

[redacted] ([redacted]) [redacted] and told them that I will come at sharp 3:00 PM to pick up 17’ truck, and asked them to make sure arrange truck by that time. Location told me that they will make sure, and confirmed my reservation.

On 07/31/2014: I called them at 2:45PM and told them that I’m coming and will pickup truck at 3:00 PM and they told me that they don’t have truck; still they asked me to come and see if they can work something. After sometime I got call and I was told that I need to pick-up the truck at [redacted] which was like 15 miles and 30 minute drie away from this location.

I drove to that location, and then that location told me that they do not have any 17’ truck, and they switched me to 20’ truck. I was not comfortable driving 20’ truck. But I was stuck there and have no other option because there was no other truck anywhere in this region, and this was my last day of my lease and I need to remove my stuff from apartment. Moreover there were 2 movers sitting at home and waiting for me to bring truck. So I called my friend who helped me driving and which cost me $120. In addition this process took almost additional 90 minutes and two movers charged me $120 for this time ($40 per person per hour). On top I wasted my time and spent more dollars on gas. In summary: In addition to frustration, trouble caused to me, I paid almost $250 additional and this is not my fault.

I contacted U haul and they apologized and offered me $50 refund, but simple apology and $50 refund is not enough. Because of their mistake I’m out of $250 and also I received lot of frustration.Desired Settlement: I want full refund and also U haul should pay cost of additional amount because of this delay which is $250.

Thank you

Business

Response:

August 12, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] in our Columbus, OH Regional Office offered this response:

Mr. [redacted] was moved because the person who had the truck before his scheduled reservation didn't return on time. He called just before his due time to inform the location he wouldn't be bringing the truck back until 8pm. We had to move Mr. [redacted] to the closest location with an available truck at the last minute for which we are sorry. Unfortunately it was out of our control and just too late to try to get a truck to that location for his move. We refunded a total of $150 that will cover his movers and his extra fuel. ..................Thank you, [redacted]

Our customer 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:

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,