J.R.J. Tara Corporation

Review: 6/26 I reserved a 10 ft truck online with uhaul in **. I still have the confirmation email and it clearly states 10ft. I arrived from ** on 7/2 to pick up the truck only to be told by [redacted] (store owner) that he didn't have a 10 ft truck. I told him that was unacceptable, and someone should've called me and ask me if that were ok, because that meant I had to pay much more in gas to travel over 1,000 miles. He went on to say when you order a 10 ft online it will print out in the store on their end with a 14 ft truck. He did give me the truck for the same amount, but that was not helpful to me because I was stuck with a bigger truck to fuel that I didn't need. I only had living room furniture and boxes. My car was on a flat bed tow, and on the way home in ** the straps they were placed on the car came off. We had to wait in the middle of the night for uhaul to send someone out to restrain the car. The guy that came out said I should've been sent out the uhaul store like that, and then he showed me where chains from the hitch post were dangling on the ground so he fixed that too. I called uhaul cust srv line on 7/3, and was told I'd hear from someone in 72 hrs. I never heard from anyone. I called again 7/8 and was transferred to the store I got the truck from. I spoke with a [redacted] who said [redacted] was busy and she took down my number and to date I've yet to talk to anyone.Desired Settlement: I would like a refund of some of the cost of extra gas I had to incur with a bigger truck. I should've been given what I ordered not what they want to give me because had I know the truck wasn't available I would've taken my business elsewhere. I have all my receipts from the gas purchases on my credit card.

Business

Response:

July 16, 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] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $150 toward her fuel expense. The refund was issued back to Ms. [redacted]’s [redacted] account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Uhaul guaranteed delivery of a u-box to their location in [redacted] on 7/27/14, with an expected delivery date of 7/26/14. As of 7/28/14, the u-box has not arrived at the expected location, and no one is able to reach the driver to determine the current location of the u-box containing all of my belongings. This delay has required me to reschedule the appointment with the local movers hired to assist me with unloading the contents of the box. The corporate office has offered no assistance to the workers at the [redacted] location in their efforts to locate the u-box, and they have offered me no assistance or support in locating my belongings despite my requests. Uhaul also failed to notify me of the delay; I learned of it when the movers informed me that the box was unavailable for pickup.Desired Settlement: I expect a significant reduction in my bill for services, given that the guaranteed delivery date in my contract was not met and that the company failed to properly notify me of these delays.

Business

Response:

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted] our Area Field Manager for our [redacted] and [redacted], followed up on the information [redacted] provided. He spoke to [redacted] and they were able to reach an amicable resolution. A refund for $300 was issued back to his [redacted] account as an adjustment on his move. 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,[redacted]Executive AssistantU-Haul International

Review: see Attached documentClick Here to Get the File[redacted]Desired Settlement: see Attached document

Business

Response:

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] office, followed up on the information [redacted] provided. She informed our office [redacted] was contacted and they addressed her concerns. A refund for $1,500 was issued back to [redacted] account for the late delivery of her [redacted], which should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I am writing to dispute the charges that I have received From U-Haul [redacted], [redacted] I have tried to resolve my issues with [redacted] the manager from U-Haul. [redacted] stated that he would have his boss [redacted] contact me regarding my refund which to date has not happened. I was issued a U-Haul truck that had transmission problems that would not go over 40 mph without slamming into gear and a car trailer that was to small for the truck that I was towing. Not only did I call the 800 number for roadside assistance and was informed "if the U-Haul is still drivable, continue driving and to call back when it can no longer drive. Then they would send me assistance", as I was in the middle of corn fiels where there was no one around for miles. Due to this my trip took longer than it should have which caused me to miss and additional day from work. I was also pulled over by the police due to the trailer U-Haul gave me was too small for the truck I was towing.Desired Settlement: I feel that I should have received a phone call from the boss "[redacted]" as I was informed. I spent $1019.72 for a total of everything. I feel that I should receive more than $150.00 refund for the time that I lost from work. I make more than $150.00 a day (which I can provide proof of). The whole reason for the U-Haul was due to my father passing and I had to go and collect his belongs. I was subjected to unnecessary stress and anxiety the whole trip back home as if my father’s passing wasn't enough for me to deal with.

Business

Response:

August 21, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent her the following email in response:Dear [redacted], I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting us know about this. Our objective is no less than 100% customer satisfaction. U-Haul does not want a single customer to have a bad experience. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. Number two (4) of the additional terms and conditions for equipment rental reads as follows: "customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of the equipment, including failure of the equipment to operate properly." However, you are a valued customer and [redacted] felt compensation was due for your frustrations, so he refunded you almost 15% of your rental back. A credit of $150.00 has been issued to your credit card on 6/29. As for missing two days of work, I do apologize if you did, but when I look at your rental contract, I show you picked up on 6/22/14 and dropped of on 6/23/14. So it appears that your were not delayed by the performance of our truck. There will be no further refunds, however, I am going to email you a $100 VIP certificate that can be used for any rental items, sales items, or propane at any U-Haul location or online. You have my apologies and I hope you will give U-Haul another chance to serve you in the future. Sincerely, [redacted] U-Haul Company of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $80 back to her [redacted] account, which should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

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

[redacted], our GM for our U-Haul of [redacted] located in [redacted],**, followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for the requested amount of $210.77 back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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 family and I rented a U-Haul 26ft van and a transport for cars from the location in League city TX. the location opened late and keys to a 26ft van parked in the way caused late departures for everyone that day. my vehicle shows it was sent out at 905am but we couldn't leave till nearly 11am because of the 26ft truck and the mess of not opening on time. We left got home hours later than planned causing us to be later on getting ready for movers that U-Haul referred which is another story of an over packed truck and many things marked don't stack and fragile have wound up broken. Anyway the truck was packed we left 5 hours later than planned. when we left the truck was very bumpy and rough. It was late around 10pm at that point we drove thinking it would get better but it didn't check engine light came on truck would go past 55 without stalling. I called customer service and the said they transferred me to road side assistance found out later that wasn't true. I said check engine was on and the truck shook so bad you could hardly drive it, They told me to get to a spot with "land Marks" and they would send a truck out to me and I could off load my own stuff into the back of another truck I said that wasn't possible we were in the middle of a 23 hour drive and they would have to provide a means to do this, they said not possible. I said please be sure you list this in notes and very upset and will seek a full refund. I called again hours later and filed another complaint filling up constantly. I got to the new house unloaded the truck with the movers and many things were broken because of the settling the rough ride, many boxes were stacked shoved and crumpled, furniture and lamps are broken and marred. These movers where people they referred me to. I called and been offer $100 off on my next move called and left messages for [redacted] with no calls back. Now I a message for [redacted]. I've spoken to many customer service people. The center I turned the truck into said the suspension was shot and the truck had no business being driven and in fact was not safe to drive.Desired Settlement: A complete refund and a written apology

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that messages have been left for Mr. [redacted]. We have no record of calls requesting assistance from Mr. [redacted] during his rental, which consisted of traveling over 1,200 miles. Mr. [redacted] also mentioned there have been no repairs needed to the truck in question and was rented one-way back to Houston without incident. The truck was taken to a shop where an oil change was done and no issued found. At this point, Mr. [redacted] stated a refund is not warranted.

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.No phone from the company have ever been received to date. I placed numerous phone calls during the move and the 1200 mile drive to what I thought was road side turns out it was customer service about the drive and how bad the truck drove. I was insured a refund to date none has been offered. I was asked for the reference number given to me by customer service by your representative and gave it to them. I was told after this that the number I gave was offered by customer service not road side of which I have no idea there was a difference. The location that I dropped the truck off at said the vehicle was driving poorly and gas consumption was below average. I have reviewed other areas on the internet and see a trend of not handling complaints. I've got an retired RVP from U-Haul on my [redacted], he said more than likely you will do nothing to correct this. Just bare this in mind I'm the President and CEO of Restoration Logistics. We spent over 16K with your company last year in boxes and rental referrals to clients we contract for. I'm on target to do over 20K with you this year. I've stopped all activity as of 2 weeks ago and informed all our locations to cease doing business with you. I will not allow my company to do business with a company that doesn't care about its customers.

Regards,

Business

Response:

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he thoroughly went over the situation and asked that I relay his decision in the matter remains the same. Mr. [redacted] also mentioned there have been five more rentals since Mr. [redacted]s with no problems reported.

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 March 3 U-haul used my credit card without my authorization for 314.85. I tried to contact them and they told me that my card was on auto-pay which it was not. I never use auto-pay this was done at the location by [redacted] the manager. My storage unit # [redacted] was supposed to be autioned off on the 2 of March. The manger after 3 attempts to resolved this with him has not responded after 1 and 1/2 weeks to return my calls. As a result of them taking this 314.85 I am being evicted for not having all of my rent. I live on Social Security month to month.Desired Settlement: I would like a refund from U-haul for 314.85.

Business

Response:

March 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he had previously spoken to Mr. [redacted] and explained all contact numbers they had on file for Mr. [redacted] had been disconnected and they had no way of contacting him. Mr. [redacted] relayed that Mr. [redacted] storage account was on auto-pay and the payment was taken from the card on file for automatic payment. The last time Mr. [redacted] spoke to Mr. [redacted], he advised him he could come to the U-Haul Center and move his items out of the storage unit and receive a refund for the charge to his card. He also explained to Mr. [redacted] they had no working contact number for him and even the first two times he called in, the numbers we were given were disconnected.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

I recently used Uhaul U-boxes for a relocation from Washington state to Kansas City. It is impossible for me to exaggerate what a nightmare working with Uhaul corporate sales as well as the local Uhaul moving and storage branch (Pasco, WA) has been. I just arrived in Kansas City and called to schedule the final delivery of my containers to my residence. During this phone call I was informed that my containers were still in Washington and had been there in storage for the previous 2 weeks.

Now, after living out of suitcases for two weeks, I'm told it will be another 10 days before my belongings arrive. According to the Uhaul sales manager:

"The box(es) were never lost, they just were not checked into the location via our system and the location didn't know they had them." So, in addition to the nearly $3000 that Uhaul charged JUST for the shipping and box rental(I loaded them) I now must go an additional 10 days without my belongings. It is also very troubling that Uhaul so easily loses track of containers that contain tens of thousands of dollars of furniture, clothing and other personal effects.

I would strongly recommend that anyone looking for a service to ship their belongings avoid Uhaul at any and all costs- Rent a penske truck and drive it yourself, sell you stuff and buy new stuff, whatever - any option is favorable to contracting with Uhaul. As a result of their abyssmal service, my family will be living out of suitcases for a month total and massive hotel expenses are being incurred, as we have no intentions of sleeping on the floor of an empty house.

I have multiple complaints. I reserved a truck for 1/5/14 and was supposed to receive a call the previous day to confirm my pickup time. At 5:30 PM on 1/4/14, I still hadn't received that call so I decided to call my local Uhaul on the Lynnway in Lynn, MA (where I was supposed to pick up the truck) to confirm the appointment. A very disinterested gentleman answered my call to tell me I could pick up the truck at Pro Tech Auto Body in Lynn, MA "around noontime". He couldn't give me an address or any additional information. So I Googled Pro Tech Auto Body for the address and found out they are closed on Sundays. I then called my local Uhaul again and was forwarded to what I believe was the national customer service center. After telling the representative that Pro Tech was closed on Sundays, she told me I could pick up my truck about 5 miles away from the original location at Select Car & Rental in Revere, MA. I arrived to Select Car to find a snow covered parking lot and a very unprofessional 2 man staff. They apparently couldn't track down the keys to my truck and came to the conclusion minutes later that the keys were in the drop off box. An employee met me at a secondary lot to pick up the truck. While still in his car, he pointed at the truck I was supposed to pick up and then drove off. Upon my initial inspection, I realized that the back of the truck was left open and there was a significant amount of snow in the back of the truck (I have pictures upon request). Since I was already late to meet my friends that were helping me to move and I was afraid of going over my mile allotment, I didn't stop back into the office and went on to my storage unit. The most offensive part was seeing a sign in the back of the truck that stated that I can avoid a $25 surcharge by folding the moving pads and sweeping the truck. After shoveling out the truck and drying the floor with my own towels as to not ruin my own possessions, the thought of moving pads and a swept out truck which my rental had neither, made the threat of a surcharge insulting. This is without a doubt the worst experience I've ever had with any company. As a young adult, I have many friends who will me moving into new homes in the near future and I won't hesitate to tell them to go anywhere else besides Uhaul.

I had a hitch installed and purchased bike rack from the U-Haul store at [redacted] I thought it would just work, but the day I needed it I found out that the rack had a manufacturing defect where holes were not drilled. I could have drilled them, but when I went to put my bike on the straps were not even long enough to fit my bike because of the size of my frame. They barely fit a normal sized frame.
I went back to the store to show them and I had a questions about the height of the hitch. I talked to [redacted] outside and when went inside to look at the different hitch accessories that I might need he walked away and started helping other customers.
After waiting I asked if I could open the box of another hitch to make sure it would work and he said "NO". Who would want to take the chance?
Then when I returned the bike hitch he gave me hell about it saying to the affect that they would naturally assume that it I just used it and brought it back.
Really?! Mr. [redacted] had the nerve to say that when I the hitch was defective and even if it wasn't the straps were not only outdated, but were not the same ones described in the instructions!
I agree with the Google reviews, he is a jerk, but arrogant jerk would be more precise.

I called U-Haul to rent a U-Haul in Calgary, [redacted] for July 30-Aug 1st. When I called, the lady told me they would only rent it to be for 24 hours, but if I called ###-###-####, they could extend my rental to 48 hours. I said okay, and hung up the phone with her. I called the [redacted] phone number immediately, to extend the rental to 48 hours. The gentleman I spoke with said that was fine, and that the rental would be $30.00 per day, plus mileage. While I was on the phone with him I confirmed a pick up date of July 30th at 5:00pm, and a drop off date of August 1st, before 5:00pm. On July 30th, we called to see if we could get the U-Haul a little bit earlier (if it was available), and the lady there told us our rental was actually only for 24 hours (not the 48 that we had reserved). We got passed around to 3 or 4 different people, where someone finally said they would call us back (this was about 1:00pm). At 2:30pm, we had still heard nothing, so decided to call them back. Upon speaking with a manager in Phoenix (who was very nice), she said unfortunately there was nothing she could do, and we could only have the U-Haul for 24 hours, but suggested we call our local U-Haul store if we had any more questions. I called the local store immediately after this [redacted]. Calgary, AB.) When I started to explain my story, she got very abrupt and rude with me. She said "you only have the U-Haul for 24 hours", and when I said "then why would the gentleman have told me I had it for 48 hours?" She replied "I don't know go talk to him" and hung up on me. When we got to the local U-Haul rental building in Calgary to pick up our U-Haul, we immediately asked to speak to the manager. We started to explain our story, and she said she would go look into it and would be right back. We waited about 15-20 minutes for her to come back, and that's when she became very rude. She said we had already been told that we only get it for 24 hours, and when I went to explain the entire story, she interrupted me, and said "nope you only get it for 24 hours". She then proceeded to say "and if you don't return it by tomorrow, there will be consequences", to which I replied "I never said we weren't going to". She then walked away from us to go do something else, and we stood and waited for her for another half hour. Finally, one of the other ladies at the desk had to text the manager ([redacted]) to come back down to help us get our rental vehicle. When the manager came back down all she said was "yes?", to which I replied, "We were just waiting to pick up our vehicle". When we began to ask her a question (we said "So next time if we..") she interrupted us again and said "next time I suggested you rent the vehicle for 3 days so this doesn't happen again".
I realize mistakes happen, and the complaint I want to make is not about getting the rental vehicle for 24 hours as opposed to 48 hours (even though this was an inconvenience). I understand that human error does occur, but I am shocked at how poorly my husband and I were treated and how the situation was handled, both when I called and when we went in to get the vehicle. [redacted], the manager, was not helpful, and she made us wait about 45 minutes just standing at the desk, and on top of it she was very rude to us, and just walked away and interrupted when we were trying to explain our situation. The customer service over all was horrible.
Thank-You.

Review: I could complain about every aspect of my Uhaul experience and it's not over or resolved as of yet.

On May 1 I rented a Uhaul Ubox from the Honolulu for the purposes of a household move to Johnson City Tn. The box was delivered by a driver that clearly wasn't comfortable with driving a truck with a trailer. None of her check I equipment worked and she couldn't really answer any questions for me. When I loaded. The cube is advertised as 7.5 ft. X 7.5ft. X 5 ft. The cube was half foot short on two sides which meant that I had to get rid of my sofa and several other pieces that wouldn't fit. All of that pales I comparison to what I am facing now. It took two weeks to get my box shipped. I was told several times they "couldn't find it" they were also trying to charge $500 above the quote to send it. We settled the price only after contacting corporate. On June 16 we were told the box was being shipped. On July 7th I went to the local Uhaul office and was told my box was due to arrive that day and that I couldn't pay the rent payment until the box was checked in. The manager of the Bristol location was going to contact me once thebox. Arrived and checked in-when I received notice from Uhaul in HI that my rent was due. I contacted them and was told my Ubox was still in California and not due to arrive for another 2 weeks! I'm being charged a monthlyd rent while my Ubox sits inCalifornia despite the fact that the local folks have it arriving 3 days ago. Everything I own is in that box and I can't manage to get it here. I can't even figure out how I'm suppose to pay the rent to keep them from seizing my belongings! The manager that I have been dealing with in HI is [redacted]. He still has not answered my question as to when my box will bein Bristol-he just keeps telling me it will be in PA 'sometime next week' I just want my belongings and want to be done with Uhaul! I am considering contacting a consumer rights attorney at this point. My cr with Uhaul is [redacted]. Though they can only sometimes find my contract!Desired Settlement: I just want my Ubox delivered and I'm done paying rent on this box when Uhaul can't honor their own delivery schedule.

Business

Response:

July 19, 2012

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

Mr. [redacted], our President for the U-Haul Company of Hawaii, followed up on the information Ms. [redacted] provided. He informed our office he contacted U-Haul International U-Box Department and verified on-line shipping time glitch, which Ms. [redacted] received. The on-line information given indicated Ms. [redacted] would receive the U-Box from Hawaii to the mainland in 12 days, when the actual shipping time is at least twice that amount of time. Mr. [redacted] was advised that Ms. [redacted] should expect to receive her U-Box around the end of the month. He did leave a message for Ms. [redacted] requesting a call back but has not received a return call.

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:

Uhual refunded my shipping costs as resolution to my many issues. I am satisfied with the resolution. I can't say that I would ever use Uhaul for my moving needs again-they did make this last incident right with me. I do want it noted that no one from Uhaul actually called me to let me know anything. When we noticed the money had been refunded my husband then called into confirm its purpose. Uhaul still has a lot of room for improvement in such matters.

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: PART 1

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I called U-Haul (###-###-####) to inquire about renting a truck and auto transport on 11/10/12. My origination was Rye, NY and my destination was Chapel Hill, NC. I was told by the agent I would be able to pick up the truck and auto transport at a site within 10-20 miles of my location. My order # was [redacted]

On 11/14/12 (1 day before pickup), I received 3 duplicate emails stating "This is confirmation that the Auto Transport you reserved is scheduled and guaranteed to pickup at 10:00 AM on 11/15/2012 at U-HAUL MOVING & STORAGE AT BOSTON AVE, [redacted], BRIDGEPORT, CT 06610." Bridgeport CT is nearly 50 miles away from Rye (1-way). I called U-Haul back on 11/14/12 and talked to [redacted] telling her this was unacceptable. During my conversation, I learned the truck I ordered was at a different location than the auto transport (i.e. not in Bridgeport). This was completely unacceptable as I had explained to the original agent when ordering the truck and auto transport that I would have to drive my vehicle to the pickup location, load my car on the transport and use the truck to tow it back to Rye for packing the truck. [redacted] told me to call the Greenwich Scheduling Office (###-###-####) which I did and talked to [redacted] and [redacted] (neither of them able to help). [redacted] transferred me to [redacted] in the NY Regional Office who transferred me to [redacted] (again, neither of them able to help).

So for part 1, two issues existed: 1) the auto transport was located more than 10-20 miles away from my origination point, and 2) the truck and auto transport were not even at the same location. I was forced to cancel my U-Haul order and rent from a competitor (Penske). The total (before tax) for the U-Haul truck and auto transport rental was $939.00. The total (before tax) for the Penske truck and auto transport rental was $1059.52 (with a AAA discount). Therefore, besides the hardship and frustration of having to schedule a rental with another company, I am out $120.52 (not including sales tax).

PART 2

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After setting up my rental agreement with U-Haul on 11/10/12, I when to the nearest authorized U-Haul site identified using U-Haul's website using zip code [redacted] (Rye) to get packing supplies. U-Haul's website identified Highland Street Warehouse at [redacted] (tel. ###-###-####). I called them to ensure that had the supplies I needed, then went there and purchased the supplies. Since I did not know exactly how many boxes I would need, I purchased extra boxes because of U-Haul's guarantee to buy back any unused boxes. As there website clearly states "We'll buy back the boxes you don't use. We offer 100% buy-back of any unused U-Haul box, with receipt, at any U-Haul center nationwide.". My intention was to only use boxes I needed to, transport the remainder down to Chapel Hill, NC and return them to U-Haul for my money back.

Again, I used U-Haul's website to find the nearest authorized U-Haul site using zip code 27514 (Chapel Hill) to return the used supplies. U-Haul's website identified U-Haul Moving & Storage at Chapel Hill Blvd at [redacted] (tel. ###-###-####). I called this U-Haul location to verify hours and procedure for returning supplies. I talked to [redacted] who gave me the store hours and told me to make sure I bring my receipt. Below are the unused supplies I planned to return:

Medium boxes (qty. 9 @ $2.49/box)

Large boxes (qty. 9 @ $2.99/box)

Medium mirror box (qty 1 @ $4.25/box)

Large mirror boxes (qty 3 @ $6.99/box)

Packing tape (qty. 1 2-roll pack @ $9.99/pack)

Moving gloves (qty. 2 pair @ $2.99/pair)

On 11/21/12, I went to return the used supplies at 6:30pm (1/2 hour before closing time). I was told by S[redacted] that even though I had my receipt, I had purchased the supplies from a U-Haul dealer, not a center and therefore they could not give me my money back. The boxes literally have printed on them "U-HAUL 100% BUY-BACK GUARANTEE UNUSED-WITH RECEIPT". Nothing was ever explained to me about the difference between a U-Haul dealer and center. I talked to the general Manager ([redacted]) on the phone and he told me the same thing. I called 1-800-GO-UHAUL talking to [redacted] and [redacted] (manager in Phoenix, AZ), both telling me I could not get my money back. At this point, 7:00pm was approaching and S[redacted] (as well as another employee) said I would have to leave because the store was closing. I told them I wasn't leaving until this was resolved. They told me they would call the police if I didn't leave. I told them that if they needed to call the police, they should. [redacted] told my he would open a case file (#[redacted]) on this issue and guaranteed a supervisor would contact me in 72 hours. I mentioned it was the day before Thanksgiving and he reiterated someone would call me within 72 hours. By this time (a little after 7:00)pm, the police arrived. Officer A. Carter of the Durham Police Department took my statement and also talked to the employees in the U-Haul store. She opened an event file (#2[redacted]) on this incident.

It is 11/28/12 and nobody from U-Haul has called me. I have an answering machine, so there is no excuse for not leaving a message. In fact, I asked [redacted] what if I miss the call. He said the supervisor would leave their name and a toll-free 800 number with an extension to call them back. So for part 2, a third issue is introduced where I am out another $90.51 (not including sales tax).Desired Settlement: At this point, I have wasted several hours of my time besides the hardship and frustration associated with the events above. Therefore, I request both tangible and intangible reimbursement as outlined below:

Tangible - a) difference between Penske & U-Haul rental - $120.52

b) sales tax paid for item a) above (7.375%) - $ 8.89

c) unused supplies returned to U-Haul - $ 90.51

d) sales tax paid for unused supplies (6.35%) - $ 5.75

e) gasoline (2 gallons @ $3.50/gal.) - $ 7.00

Intangible - f) my time wasted (3 hours @ $50/hr.) - $150.00

--------

Total - $382.67*

* If I have to waste any more time (including returning supplies), there may be additional charges. If U-Haul wants to avoid any additional charges, they will need to come to my home to retrieve supplies.

If U-Haul and I cannot come to an agreement on compensation, then I will be forced to take legal action which will result in a much larger settlement in the end. My wish is to work this out in a civilized manner.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

We contacted both

dispatching and receiving U-Haul locations regarding Mr. [redacted]'s

concerns. Ms. [redacted], our Executive Assistant for the U-Haul

Company of Lower Hudson Valley, sent Mr. [redacted] an email offering her

apology for the problems he incurred with his reservation. She

issued him a check for the $50 Reservation Guarantee Fee, which he

should receive within the next 10 business days if not already.

Ms. [redacted], our Executive Assistant for the U-Haul Company of

Raleigh, advised our office she has been trying to speak to Mr. [redacted]

to address his concerns. She spoke to him on November 30th

but he was unable to talk at the time. She tried calling him twice

since then and has not been able to reach him or leave a message. As

far as she currently knows, he has the boxes but cannot be reached to

discuss the situation. Mr. [redacted] can reach Ms. [redacted] at ###-###-####

or direct at ###-###-####.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

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 response that [redacted] called me several times. That must have been right after we briefly spoke on 11/30/12 @ ~10am. I was having telephone service done at the time and my phone line was unavailable for several hours that day. Therefore [redacted] must have called me between 10am - 2pm (when my phone service was interrupted). I have received no other calls or messages from [redacted] since my first conversation with her.

Today, 12/5/12 @ 5:10pm EST, I called [redacted] back at both phone numbers she provided (###-###-#### & ###-###-####). I received a pre-recorded message stating the office's normal business hours are 7am-7pm M-Th & Sat, 7am-8pm Fri, and 9am-5pm Sun. The message also stated I should call back during normal business hours. Let's see, I called at 5:10pm today which is Wednesday. I think that is between 7am and 7pm. I will try calling again tomorrow if I find the time.

Bottom line is the offer they have made of $50 is unacceptable. And as I have stated in my original complaint, if I have to spend much more time to resolve this issue, the acceptable settlement will increase. My wishes are to resolve this quickly. Basically, U-Haul needs to send me a check for $382.67. That will resolve the issue.

Regards,

Business

Response:

December 10, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Raleigh, reviewed the

information Mr [redacted] provided. She informed our office, after

reviewing the information with our President for the Raleigh office,

they decided to issue Mr. [redacted] a supplemental refund for $382.67

minus the $50 already refunded. In addition to the refund, they sent

Mr. [redacted] a VIP Certificate for $100 that can be used toward a future

purchase or rental on the many products and services U-Haul has to

offer.

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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have received the stated reimbursements and consider this issue closed.

Review: I was charged miles I never drove & manager habdled situation by not returning phone calls or giving me some monetary refund for being delayed with moving process... Product_Or_Service: TruckDesired Settlement: DesiredSettlementID: Refund Some monetary refund...

Business

Response:

February 27, 2013

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

Mr. Benjamin Shock from our U-Haul Moving and Storage of Niles advised our office he spoke to Ms. [redacted] and discussed her concerns. He advised her of a refund for the extra mileage and the dolly as well as the overdraft 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,

Maria Palmisano

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: On May 17, 2013 I used my debit card for the deposit on a vehicle. When asked how I would be paying the balance when the vehicle was returned my father's card was used. They informed me that the original deposit would pend and fall off. The funds actually posted. I called the Uhaul I had gone to was informed this happens all the time and to give it a few days. The funds have yet to be refunded properly. I have spent the last week on the phone with uhaul and my bank. Uhaul has yet to send the funds to the bank. The manager of the store I had delt with has promised call me back, never does and is unavailable every time I call.Desired Settlement: I would just like the money refunded as quicky as possible.

Business

Response:

June 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Eastern AZ, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to our GM of our U-Haul Moving and Storage at Gilbert and Houston and obtained details regarding Mrs. [redacted]’s rental experience. Once the credit card issue was identified by our GM on May 30th, an immediate refund was issued and processed on June 1st. Two voice mail messages were left for Mrs. [redacted] at the telephone number listed on the Revdex.com file. Mr. [redacted] also left his personal cell phone number for Mrs. [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: Placed online order for a rental truck at an agreed upon pickup location. During the booking process U-Haul discloses a $50 guarantee stating, "when you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate $50."

Upon picking up the vehicle at the altered location, I was asked about this guarantee and was told I would be credited $50 when I returned the vehicle. Upon return, I contacted U-Haul customer service and was denied the credit bec I received the vehicle. The representative then hung up.

In short, this is a very deceiving guarantee even after being told the credit would be applied by an employee. Not sure how the above guarantee can be misinterpreted that it become null/void once you pick up the vehicle. Poor business practices on the part of U-Haul.Desired Settlement: $50 credit applied to total.

Business

Response:

June 24, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. Ilgen.

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

Good Evening [redacted], I've received your information regarding your recent U-Haul rental. After reviewing your rental it is not eligible for the $50 reservation guarantee. The guarantee is provided at times we've confirmed and scheduled a pick up time/location and fail to meet that confirmation. At the time your reservation was made it was not scheduled, but your preferences were made. We do our best to meet our customers preferences, but unfortunately sometimes are unable to do so. Your reservation pick up time and location were confirmed/scheduled at 3:05pm on 6/14 after your reservation was made. If we would of not met this confirmation you'd then receive the reservation guarantee. I apologize, I know this can sometimes be confusing and may have inconvenienced you and your family. Shortly you'll receive another email containing a VIP certificate. The certificate is valid for 2 years and can be used for any service or product U-Haul provides. Please let me know if there's anything additional I can do to assist you. Thank you, [redacted] UHC of S. Colorado

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,