J.R.J. Tara Corporation

Review: On Feb 7, 2014 My husband and I rented UHAUL (truck and car transport) for our move. We ended up having to travel to Mendota IL complete opposite direction that we were moving too. It was -10 degrees outside. As we proceeded to go inside facility we waited for about 40 mins till the man helped up. He was busy getting coffee ready, then headed to the bathroom. FINALLY he helped us. While we waited I went and started the UHAUL truck. We went outside so did the man helping us while we were in our car waiting for everything to get hooked up. The man just stopped and looked. It has already been way over an hour. My husband got out and was shoveling the car transport out, then the straps to the car transport were frozen down. My husband had to pull to get the loose. ALL WHILE THE MAN STOOD RIGHT THERE WATCHING. My husband doesn't get paid to do another persons job. My husband then had to back up the UHAUL truck to hook the car transport to pull it out. I mean really NEGATIVE 10 and the customer is doing all the work. I then contacted UHAUL and spoke to general manager [redacted]. he stated we will refund you $50.00 WOW seriously I told him. he stated thats the best he can do. I almost paid 300 dollars for this. Well he stated it will be directly deposited into my account within the next few days or it should already be there. So I waited checked my account nothing. Called him back and he stated oh well must be your bank that wouldn't allow me to do so. I called my bank and they stated NO one has tried direct deposit into the account. So he stated will send a check. I stated fine.. Well today is 02/26/14 and NO CHECK nothing. I drive an hour and thirty mins to check to see if check is here since we have moved. They stated nothing that they can do. I mean really my husband was freezing doing the guy from uhauls job. This is NOT HOW YOU TREAT YOUR CUSTOMERs. Let alone a few customer reps from uhaul are just rude on top of that. I WILL NEVER USE UHAUL AGAIN!!Desired Settlement: I want a complete refund for what I have gone through!

Business

Response:

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois regional office, followed up on the information Mrs. [redacted] provided. She spoke to Mrs. [redacted] yesterday and offered her apology. She also advised Mrs. [redacted] she was overnighting them a check from her office. Mrs. [redacted] relayed her appreciation for the follow up.

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 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: My wife had made reservations to rent a 6 x 12 trailer through U-Haul to be picked up in [redacted] at a specific location on route to a friends home, where we were picking up a bedroom set. We had made arrangements for my parents to pick up the trailer since we were unavailable that weekend. The reservation was made several days in advance and we were told that the trailer would be available for pick up at the location we had specified. The day before the scheduled pick up I received a text message from U-haul with our confirmation number. We called to confirm that someone would be there the following morning to pick up the trailer. However, when my parents showed up to the expected location, our specified trailer was unavailable. My parents were forced to drive to another location in order to pick up a trailer that we were told was going to be ready for us at the location specified. In addition, U-Haul would not process the payment on the credit card that was given to them at the time of the reservation at which point my parents were forced to pay for the trailer.To top it all off the trailer tires were not properly inspected, as a result my parents were left stranded with a shredded trailer tire. They were left waiting for hours for a someone to repair the tire.Because of this poor service and lack of quality control my parents arrived home 4 hours later than anticipated, exhausted, and frustrated.

Product_Or_Service: rental of a 6 x 12' enclosed trailerDesired Settlement: DesiredSettlementID: Refund

Full Refund, Apology for horrible service, and a promise to improve upon services to prevent future dissapointed customers.

Business

Response:

December 6, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. Denice Fryar, our

Executive Assistant for the U-Haul Company of San Antonio, followed

up on the information Mr. [redacted] provided. She informed our office

she sent them a letter addressing their concerns. Taking everything

into consideration, which includes the scheduling issue and the

trailer breakdown, Ms. Fryar is offering a refund for 30% of the base

trailer rental fee along with a VIP Certificate for $25. The

Certificate can be used toward a future purchase or rental on the

many products and services U-Haul has to offer. Mr. Fryar hopes to

hear back from Mr. or Mrs. [redacted] soon.

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 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 was called a lair and the general manger ([redacted]) I think should have been more helpful as someone tells him it is there frist time rentraling a truck!

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

A face to face apology! For being called a liar.

Business

Response:

August 1, 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 MN, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Please accept my sincere apology for the level of service you have described as receiving. While it does not change your situation, Iwould like to assure you that it is out of character for [redacted] to accuse a customer of being a liar. Please be assured this type of behavior is not condoned and will be followed up on. We value you as a customer and in doing so I have issued you VIP Certificate [redacted]. The certificate may be applied to a future rental or purchase from any U-Haul location nationwide, as well as online at uhaul.com; it is valid for two years and will arrive in a separate email. I wish to thank you for contacting us and allowing us to resolve your concern; we look forward to serving you again in the future. Thank you, [redacted] Executive Assistant U-Haul Co. of Northern MN

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.

My name is [redacted] I have a Company name ([redacted]) I am a Event Coordinator, Short Film Producer,

and Free Lance Photography.

On July

10th or 11th I called to reserve a truck at the U-Haul on

[redacted]. and [redacted] in St. Paul, for July 19th to July

20th my reason for this rental was to pull a float in a parade that

had a Soap Box Derby car that I had build with a high school instructor. When I

was talking to the agent on the phone to make my reservation, I told them that

I had never reserved anything in my life, so he said that all I needed was a

credit card number; so I told him that I had one but there wasn’t any money on

the card at the time. He said that was fine! There didn’t need to be any money

on the card to hold the truck. So I give him my credit card number and that is

all he needed tell I came in to pick the truck up on July 19th.

On

Wednesday the 17th I was in the area of the rental place after

coming from my mom’s house I stopped in just to see if I was still good for the

rental on the 19th of July, also because I hadn’t received my e-mail

the agency said they would sent as a confirmation, I was still in the computer,

but they had my e-mail wrong; They had the number 4 it should be [redacted]

ok common mistake (1) so I ask the guy behind the counter to change it and he

did, then he said he would submit the

e-mail. But I checked later that night and didn’t have the e-mail for

confirmation. I assumed that since I was in the computer for reservation everything

was good to go, so on Friday I went up to the U- Haul to pick up my truck and

there was only one employee behind the counter and there was at least ten

people in the store. When I finally got to the counter I was told that my

reservation had be deleted and that is where things started going bad: I told

him that I had made this reservation well over a week and a half ago, so I give

him my driving license and the credit card I used to reserve the truck.

At that time the general manger came out so he came

over to where I was ask me for my I.D. so I give it to him and told him the

same thing that I had made this reservation a week and half ago and had came up

here two days ago because I hadn’t received my confirmation letter, and

couldn’t remember the young man I talk to but he looked up my account and I was

in there, but the e-mail was wrong; ok common mistake (2) after standing in

line for a other 20 minutes finally getting my rental I was sent out the door

with no directions of where to go, now remember I told the first person that

helped me I have never rented a truck and also told the manger that this was my

first time doing this! So I was told to go outside and someone would help me,

but there wasn’t anyone to help me so I find a worker that was helping a other

customer, I showed him my paper work but he didn’t even know where my rental

was, so I went back in to ask them where is my truck and one of the employee

came out to show me where the truck was,

up on walking to the truck I notice that there wasn’t a ball joint on the back,

so I mentioned that there is not a ball joint and he said that it is a other

five dollars. I ordered a 2’ ball joint from the beginning of this whole

process. And also when I was talking to the general manger ([redacted]) ok common

mistake (3) I told him I wasn’t going to pay that it should have been in the

total from the beginning. The gas tank was not where to work order showed went

I got in the truck, but by this time and after all this I was tired of all this

I still had to go and pick up my trailer at another U-Haul. Which I didn’t even

have any problems. I had to talk with her when I got there and she said she was

sorry that I had to go through all that just to rental a truck.

Up on my return of the rental (on Saturday afternoon

July 20th) I ask to talk to the manger on duty today! I was told I

am the manger, I said my name is [redacted]: and you are! My name is [redacted]. I told

him I was not happy with the whole process of the rental here at this U-haul.

So I start to tell the young man about what happen on Friday the July 19th

the day I picked up my rental and the general manger [redacted] was helping me, I

said that he knew that it was my first time renting here every! And your

general manger didn’t make me feel good about being a customer here at the

store. I said that he didn’t even come out and go over a check list with me; he

said that’s not truth ([redacted]). [redacted] always comes out and shows the customer

about their rentals. So I ask him are you calling me a liar. He said I saw [redacted]

come out with a clipboard! So I said o really, how do you know that! And his

said I was here that day. So I said do you have cameras here? And he said yes!

And that is when I said ok I’ll take my bill, and I leave and called customer

service later on that night July 20th 2013.

I talked to a lady name [redacted] and told he the

whole story from the beginning to the end, and I told her that out of all this

is what hurt the must was when the young man called me a liar ([redacted]).

[redacted] listen to me and she apology for then at

the U-Haul and for the young man called me a liar. She put back fifty dollars

on my card this is the first thing she did, and also sent me the recorded

conversation. But as I said the thing that hurt me the most was the young man

called me a Liar! So a couple of days went by and ([redacted]) call me be from the

tone of the voice he still was not comfortable about me call custom service, he

ask me was there anything else he could do for me; I said yes reimbursement me

the rest of my money, he say I was lucky to get the fifty dollars because we

just don’t do that

Regards,

Business

Response:

August 13, 2013

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

[redacted] the Executive Assistant in our [redacted] Regional Office informed us she refunded the remaining balance of Mr. [redacted]' rental on 8/3. A credit of $34.19 was credited to Mr. [redacted]' [redacted] Card.

Ms. [redacted] sent Mr. [redacted] an e-mail apologizing for his recent experience with our company and hopes this refund will bring closure to his concerns.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International.

Review: on 9/14 I rented a uhaul truck.the truck broke down as soon as we got it, it didn't get repaired until that Tuesday and then it broke down and they finally towed it Saturday. We were finally able to get all our things off the truck however I was charged $105 uhaul even though [redacted] said he wouldn't charge me for the truck. I had to pay $180 for the 1st set of movers that had to be cancelled because the truck broke down, $130 for the other set of movers and I've incurred 5 overdraft fees in the amount of $36.00 each. I was only moving down the street so the uhaul should have only been about $60. I've been calling trying to get this resolved and no one will call me back.

Business

Response:

September 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our President for our [redacted] regional office, followed up on the information Ms[redacted]provided. He informed our office Ms[redacted]was issued a refund for the entire truck rental along with a refund for the $50 Reservation Guarantee Fee in addition to the use of another truck to complete her move at no charge. The credits should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 5/17/14 I obtained a UBox from a UHaul dealer in [redacted] (originally scheduled for pick up on 5/19/14) Loaded and returned the box the same day. I was informed that my box would be delivered to the UHaul on [redacted] on 6/2/14 and I would have access to that box on 6/3/14. On 5/31/14 my credit card was charged for this service. I waited to hear from UHaul that my UBox had been delivered and made several phone calls to customer service requesting assistance. On 6/10/14 no one at UHaul could tell me where my box was or when I would have access to it. This caused me extreme distress. I began working with [redacted] at UHaul in an attempt to locate my UBox and he promised me compensation for UHauls failure to deliver my UBox and my distress. I was finally able to access my UBox on 6/25/14. [redacted] told me it had been at the warehouse since 6/2/14-my credit card was charge a storage fee. [redacted] stated that the storage fee would be removed from my credit card. He also asked my what I thought my compensation should be-I told him for the distress that I was caused by my whole experience with Uhaul I wanted all my money back. [redacted] asked if I would be willing to accept $600-I agreed- he stated the check would go out on 7/3/14 and I should have it with in a week-he also stated that if I did not receive the check to call him. I had not received the promised check by 7/12/14 and still have not received this promised check as of this date 7/26/14. I had spoken to [redacted] and another UHaul representive who both told me I should receive the check any day-and emailed me a receipt of the promised check. The address on the check was sent to [redacted] I informed [redacted] that that was UHauls address and not mine. He stated he would request the check be sent to my address. I have not heard from [redacted] since 7/19/14 and have not received the check.Desired Settlement: DesiredSettlementID: Refund

I want the entire cost of the UBox retuned to me in 14 days or less.

Business

Response:

August 4, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and advised her she would issue her a refund as promised by credit card in order to avoid extra time to issue a check. [redacted] relayed to Ms. Andia she would call her back but has not, therefore, Ms. Andia went ahead and issued a refund for the $600 back to her credit card she had on file. The refund will post on [redacted]’s 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:

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

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

Regards,

Review: My U-Box storage unit was sent from U-Haul [redacted], [redacted], [redacted] and scheduled to be received at the U-Haul located at [redacted] May 28th 2014 in which a confirmation email was received.

I called the U-Haul location and they claimed not to have it; note phone calls very difficult to get through to this location and all others.

I proceeded to call numberous locations in search for my shipped item. No one could tell me where it was as they could not figure it out.

This took approximately 2 weeks to track, finally a U-haul representative at a different location found the U-Box identification and indicated that it was in fact at the [redacted] location.

Due to this delay, I no longer had time off to unload my storage unit before the due date for the storage monthly rental which is not my error.

Secondly, I placed an order with the storage location in advance in July to book a truck and a U-box trailer in order to move out my items before the next monthly rental due date.

This was not booked as requested, I called and followed up and was told they had no trucks available for this for a few more days. This then had me pay for another month of storage unrightfully. The U-Haul location verbally expressed they would have it refunded as they knew it was their error. I have not heard from them for 4 weeks nor have I received my refund.

I have filed complaints with U-Haul Canda online, called customer service many times and constantly I am put on hold for half an hour before they hang up.

I have spent hours trying to get this figured out and have gotten no where with anyone.Desired Settlement: At minimum a refund for the two months of U-Box storage

$131.20 July

$131.20 August

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 a refund for $262.40 was issued back to Ms. [redacted]’s credit card, 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 was relocating to a new home in [redacted] and was excited to find a U-Haul outlet near my then current residence in [redacted]. To make my move easier, I decided to rent a truck from that location, on [redacted] I called and spoke to [redacted] on the morning of July 24, 2013, about renting a truck. She told me that not only did they have a truck I could use, but that if I upgraded from a 10’ truck to a larger truck I could get one month of free storage at the facility.

Due to her offer, I decided to take her up on the storage unit as well, instead of seeking storage at a facility closer to my new residence. Imagine my surprise when, upon arriving at the unit with the truck I had rented, now full of my personal property, I was told that I would be charged $75 for a month of storage, that it was not -- in fact, free, because I was not doing a one-way move. At this point, I had already cancelled my reservation at the other unit near my residence and my spot was unavailable. I had no choice but to take the unit, as I had nowhere else to deposit my property.

[redacted] also offered me 24-hour access to the unit, but when I tried to use my keycard to access it, the door would not open. I was forced to come back the next morning and miss work to unload my truck. I was then billed $20 per month for this access, which was not available to me.

I have been a U-Haul customer for many years and have expected them to honor their agreements. In this case, the company failed me. I have contacted the U-Haul location regarding this matter and have received no response.Desired Settlement: I request a refund of the excess charges of $115: the one month of storage that was supposed to be free, and the two months of 24-hour access charges.

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our Portland regional office, followed up on the information Mr. [redacted]provided. She informed our office she issued him a refund for 1 month storage and 1 month extended access. The refund for $84.95 should post on Mr. [redacted]s next [redacted] 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: August 26, 2012 I rented the truck for a couples of hours for $50.70. I was told I could bring the truck back that night and leave it in the drop off area. He said the next morning they check the trucks and process the payment. I got an email the next day and it had the total charges of $50.70 and stated no damages. Then later on [redacted] (manager) called and said there was a crack in the windshield. I went down there and saw the crack in the windshield at 10 am. I told him I didn't do it and he said I did. He then said that's why we tell people to get insurance. I told him that I didn't do it and it was a large crack in a circle. [redacted] then said I would have to pay for a whole new windshield. He said it would cost $475.00 and wanted the money today. I told him that I didn't agree with him. I didn't want him taking any more money from my account. He took the money out of my account and wants another $110.03 by September 4, 2012 or I will be charged a $30.00 late fee and go to collections.Desired Settlement: I don't think I should have to pay for this. I saw a camera and hope that they have a camera where the drop off area was because I didn't do the damage to the truck. I would like the $300.00 back and not to pay the $110.03 that he wants me to pay by September 4, 2012. I would like back $249.30. I will pay the $50.70 for the mileage and the truck rental.

Business

Response:

September 10, 2012

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

Mr. [redacted], our President for the U-Haul Company of St. Louis, followed up on the information Ms. [redacted] provided. He sent Ms. [redacted] a letter offering an apology for the difficulty she experienced during her move. The body of his letter is as follows:

Dear [redacted],

I received a copy of your correspondence to the Revdex.com. I would like to apologize for the difficulty you experienced during your recent move. At U-Haul, we promise to provide trucks that are clean, safe and well maintained. It concerns me when good customers like you report problems. I understand that we let you down and I’m sorry.

You are asking for a refund of monies collected for damage to the equipment. Specifically the cracked windshield. I'm sorry, but after looking into the matter I cannot agree to return money for damage that occurred while the vehicle was in your possession. Here are the facts that led to my decision:

1. Please understand that we never rent vehicles with cracked windshields. The windshield was indeed fine when the truck was dispatched and you took possession.

2. Before dispatch, during the processing of the rental agreement, you were twice offered the opportunity to purchase coverage that would have taken care of any damage to the truck for just $14.00. I see that you declined coverage and accepted responsibility for any damage to the truck. Twice. Remember, this is done electronically, and when you first declined the coverage, the machine asked you a second time. Again, you said no.

3. You stated that after the manager called you about the damage, that you went down and saw the cracked windshield. The truck had not been rented out again since you returned it after hours the night before.I don't know how the windshield got cracked, but we both agree that it was.

I am enclosing a copy of your signed rental agreement. Thank you for taking the time to make me aware of an opportunity.

Sincerely,

[redacted], President

U-Haul Company of St. Louis

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 reserved the truck with the uHaul on 07/11/14 for pick up date of 07/24/14 and location selected was [redacted]. The order number is [redacted]. On 07/22/14 I received a call from [redacted] (Reservation Manager) based out of [redacted] and he said my location has been changed from [redacted] to [redacted]. When I questioned him about the change he said the truck is never guaranteed and location is never guaranteed either! I told him I am OK with the location change but I should be conpensated for the extra miles and extra gas that I would have to fill in and gas for my personal car to drive to and back from [redacted]. the address provided to me of the pick up location is 56 miles away in a round trip from my house. I would have to pay that extra gas in my car as well as in the truck. And, on top of that, [redacted] gave me only 30 miles extra to compensate for the miles. which means I am still 26 miles short on the change that uHaul Inc made. When I called customer cr they moved me from state to state regional office phone line then giving me the number [redacted]. When I called the line I spoke with Trasha I believe I couldn't understand her name and she put on hold when I question the change and didn't come back on the call. I called back and she said we wont compensate you for gas at all! you will get only extra 26 miles for the extra travel. I believe that this is an unethical business practice by uHaul. Other truck companies don't let you book the truck if they dont have a truck available. uHaul let me book the truck when they did not have in stock and later on changed the location. They made me spend more money on gas on both my personal car and the truck to wrongfully make sure that I go above allotted miles so that they can make extra money. I want Revdex.com to look into uHaul's misleading business practice.Desired Settlement: I want to be compensated for the extra gas and extra troubles I would have to go thru to get the truck. I want uHaul to give me partial refund or discount on my order.

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Vernon Rosemin, our Executive Assistant for our Northern Virginia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced with the reservation. He also advised Mr. [redacted] that he discounted his rate by $50.00.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I 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: From 10/31: Scheduled a hitch installation and verified they had the bike rack I wanted in stock. [redacted] promised they had it in stock and they sent over the hitch. After being there for an hour, and after dropping my exhaust, they came in and told me that they don't actually have my hitch AND they don't have my rack. Wasted over an hour of my time, they totally screwed me for a trip I was planning. These guys are not reliable. Go somewhere else!! I will update if they reach out to me with any customer service.

Update 11/3[redacted] After being promised a call on Saturday 11/1 to have me come back for the install, I haven't heard word one. It's now close to end of business day on Monday, 11/3, and still no word from them. Finally, I called and after 15 minutes on hold, I find out that they still don't have my product. The experience is a direct reflection of the manager's inability to understand a very easy issue. When your employee's understand more about what is being sold and how to handle a situation...how can you effectively manage? The manager stood right behind his employee and watched without getting involved or offering to help on 10/31. The employee was obviously in over his head and yet the manager just let everything go on without as much as even interjecting or apologizing. The employee had to explain to his manager 4 times what was going on and the manager still couldn't figure it out. It wasn't even hard to understand. I ordered a bike rack to go with my hitch that they were to install. They received the wrong bike rack and hadn't even received the hitch before dropping my exhaust. Now they have the hitch receiver and still don't have the correct bike rack. The employees answer is: "It's not usually like this. The order is in and it's all I can do". After staying on hold for another 28 minutes, the general manager, [redacted], finally spoke to me. After deflecting responsibility several times, he finally admitted that they dropped the ball and basically said 'it is what it is"(no apology). Then he offered to pass the buck on to the next store and personally deliver the product, when it arrives, to that store. He promised to follow up with me after he talked to Isiah at the 6th and Wads location. If it was possible to downgrade from a 1-star to a 0-star, I most definitely would. This is a joke, I'd have been better off paying more to go elsewhere. Horrible customer service. At least they were polite on the conversations, that was the only thing they had going for them. Polite doesn't deliver. Nor does it qualify as an apology.

After filing reviews on several sites, it is very apparent that Uhaul does not respond to complaints on sites like [redacted] and [redacted]+ and this is a recurring issue for this location. Someone at some corporate level should be made aware of this and respond.Desired Settlement: I want a written apology letter and some sort of discount to make up for my wasted time, missed trip, and overall frustration and dissatisfaction. Once I see that the company is responding, I will adjust my complaint on all platforms accordingly. As a lifelong Uhaul customer, I am beside myself at just how bad the service was.

Business

Response:

November 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information and sent him the following email in response:

Good Morning [redacted], I wanted to follow up with you and ensure everything went ok with the bike rack you received Friday. Unfortunately, my daughter was sick so I wasn't in the office. Please let me know if there's anything else I can do to assist you on this matter. Thank you for your patience. Thank you, [redacted] U-Haul of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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.Thank you for taking the time to see this through. Hopefully the location in the complaint will receive full training for future cases and the amount of negative reviews on [redacted] will go up. If everyone at Uhaul has the same attitude and action follow-up as you, I am sure the amount of positive reviews will grow and I'll be more likely to shop with Uhaul again. I'll be monitoring the latest reviews before shopping with Uhaul again. Thank you, again.

Regards,

Review: Through the UHAUL web-site, I reserved a truck for my move on 6/30. I reserved a 26' truck for 6/30 with pick-up location on Telegraph Rd in Woodbridge, which opened at 7am on 6/30. Through the UHAUL web-site, I then made arrangements with [redacted] (a moving/cleaning company) to come to my house on 6/30 at 8am to help me load the truck and clean my house. A couple of days after I made the reservation, I got an email from UHAUL confirming my reservation.The night before my move, on 6/29, I recieved a call from UHAUL apologizing that unfortunately they would not have a truck for me. I told him that I have a reservation and he could see that, but said that unfortunately there was nothing he could do, they did not have a truck. I told him that this was not acceptable for me, that I had a crew coming to my house to help load the truck at 8am the next morning. After a while, he offered me a 20' truck on 7/1. I stated that this was not helpful for me, and now he offered a 20' truck on 6/30 at 2pm. Still, I was not able to work with this offer, since I had made arrangements with [redacted] at 8am and also because a 20' truck would not be able to fit my 3 bedroom belongings. I asked to speak to someone else and was on hold for some time. The same representative came back to say that he would try to find another truck. He called me about an hour later and said unfortunately the best he could do was a 20' truck on 6/30 at 2pm. I told him how very disappointed I was and he said that they (UHAUL) had done nothing wrong according to their terms and agreements.I ended up calling [redacted] in panic, asking them what to do. They helped me find a 16' truck through Budget. I had budgeted to pay [redacted] for 3 hours of loading my truck. Instead, I paid them to load, drive to my new house (appr. 30 miles), come back and load again and drive to my new house again, a total of 8 hours.It was a most stressful event and whether this is part of UHAULS terms and agreements, I find it to be poor business operation.Desired Settlement: I will only come back to UHAUL as a customer if they can guaranty their reservations. In the mean time, I think UHAUL should help cover the extra 5 hours I had to pay [redacted], which was $60 an hour = $300.

Business

Response:

July 15, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern Virginia, followed up on the information Mr. [redacted] provided. He informed our office he attempted to reach Mr. [redacted] by phone but was unsuccessful. He sent him an email offering his apology for the inconvenience he experienced. He requested Mr. [redacted] forward him a copy of the $300.00 receipt for [redacted] for reimbursement.

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 requested a rental truck and trailer from U Haul and picked up the truck at a different location than want was guaranteed but that's a whole different story. Anyway, the truck was originally scheduled for drop off in [redacted] on September 8th. I received a phone call on September 6th that the [redacted] location could not accept such a large truck drop off and they requested that we drop the truck at a [redacted] location, which we did on September 8th. On September 9th, I was charged an additional $148.38 to my bank account. I contacted U Haul on September 11th, when the charge actually hit my account, and I was told that the truck was dropped off a day late and at the wrong location. I told them the circumstances behind us dropping the truck at a different location and that the truck was indeed dropped on the agreed to date. They told me that someone would contact me with 48 hours.....unacceptable. I want my bank account to refunded the $148.38Desired Settlement: I want, at the very least, my $148.38 refunded

Business

Response:

September 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and discussed her concerns. Mr. [redacted] advised her of a refund for $148.38 as requested that was issued back to Ms. [redacted]’s [redacted] account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My initial contact with UHAUL (Sept. 8th) was to get information needed because I am moving. After a series of written verbal assaults by customer service rep [redacted], I reported her to another customer service rep, who in turn (as an apology of sorts) issued a VIP certificate, which was QUICKLY used by someone else. I suspect that whoever had immediate access to it at UHAUL is responsible...I suspect [redacted]. When I communicated with [redacted] (the 2nd CS rep) he defended [redacted] saying she "wouldn't do that" & has accused ME of making the orders, but did get the first order cancelled, as requested by me. My VIP certificate was used TWICE by someone, 100% likely at UHAUL, NOT BY ME! First they ordered 20 small boxes, to be sent to [redacted]. Ordered 9/11/2012. I managed to get the order cancelled before it shipped, because I caught the "order confirmation" in my inbox quickly enough. THEN "someone" ordered a Roof Top Cargo Carrier. It shipped to 1[redacted]. Ordered 9/12/2012. I didn't get the "order confirmation" in time to stop the second order, so it shipped. (I got a store survey!) Someone at Blue Cross Blue Shield of Texas now has a new Cargo Carrier...it was signed for by "[redacted]". In the interim, NOTHING has been done to credit the 2nd used amount back to the certificate. [redacted] told me on Sept 14th, "we are still in the process of getting the transaction of the second order canceled & once that is done we can go through with voiding the Certificate out & processing a new VIP Certificate # to you." Then on Oct 4th he wrote, "they ("the online department") were in the process of Canceling the 2nd order made under your VIP Certificate." Well,it was already too late to cancel the 2nd order because it was DELIVERED on 9/17/2012. I can PROVE that I did NOT place the orders against the certificate & I am livid to be accused of doing this. I have ALL correspondence saved, including screenshots of docs from FedEx.Desired Settlement: Despite the $50 amount of the certificate, it will still not cover the cost of the trailer for 2 days and UHAUL will still get cash from me, which they no longer deserve. I have been GREATLY disrespected and inconvenienced by this. I initially wanted nothing...but it seems that this is their pathetic way to apologize, so I will use it. I am REALLY unhappy! They SHOULD be providing a full sized truck, the gas and the insurance!

Business

Response:

October 26, 2012

Thank you for your

concern for our customer Mrs. [redacted].

Mr. [redacted], our

Customer Service Manager, followed up on the information Mrs. [redacted]

provided. He explained he is currently awaiting a call back from

Mrs. [redacted] in order to provide her with the number to a new VIP

Certificate. He also relayed that he did address the concerns Mrs.

[redacted] provided with all involved to ensure our customers are

receiving the quality of service they have come to expect and deserve

from U-Haul. Please be assured corrective action will be taken as

needed. Mrs. [redacted] can reach Mr. [redacted] at 8[redacted] and provide

her Customer Service Reference #[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: U-Haul does not care about customers, I called U-Haul in [redacted], Alabama located at 3745 US HWY 80W and made reservations to rent a Transport Trailer to move a full size Ford Bronco from [redacted] to [redacted], TN on February 11, 2013. I received a Email the same day saying "Your order is confirmed was given confirmation number [redacted]. I took off from work to go get the truck on February 15th. I drove 365 miles to [redacted] to pick up the Trailer, I received a text message from U-Haul on February 15th saying Your U-Haul res# [redacted] is sched. at 616 MEDICAL CENTER PKWY in [redacted] at 1:00 PM on 2-16-2013. Call 334-874-6429, I called the number and confirmed. I arrived at Noon because the U-Haul agent told me he wanted to leave early. The U-Haul agent asked me what I was towing, I said a full size Ford Bronco, he said I can't rent the Trailer to you because the system will not allow it. The U-Haul agent called U-Haul and put me on the phone with them and they confirmed he could not rent the Trailer to me and that I would get a 50 dollar credit for my troubles of driving 365 miles for nothing not to mention 365 miles back home. I returned home on Monday February 18 and called U-Haul and filed a complaint and was given Complaint number [redacted]. I received a called from 775301 a female claiming to be a U-haul agent said the wrong information was entered when I made the reservation and a 50 dollar credit was all that could be done.

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

I think U-Haul should refund my trip expenses.

Business

Response:

February 25, 2013

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

Mr. Andrew Echols, our Area Field Manager for the U-Haul Company of Central AL, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email explaining the vehicle Mr. [redacted] said he was going to tow on the towing equipment and documented on the reservation was not the same vehicle at the time of rental. The vehicle he wanted to tow on the day of the move was a full size vehicle and according to our hook-up book, this was not a good hook up. In order to prevent an unfortunate incident during towing, the rental was denied. As Mr. [redacted] relayed, a refund for the $50 Reservation Guarantee Fee was issued. No further refund 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: On 10/5/12, uhaul denied me rental service. in 2011 uhaul comprised my driver liscense number by renting and will not admit the fault is their own because they do not make copies of driver liscense, they key them in so there is human error. when I went to rent a truck this past weekend I could not because my liscense was attached to a man who did not pay his rental. I was then advised to contact collections. On 10/8/12 when I spoke to the manager [redacted] he researched and called me back to advise that I have to file a police report because of identity theft but when I advised that uhaul made the mistake of identify theft the only thing he could advise what that was all he was told he could do. I have been made a victim of uhaul by someone miskeying information and they do not want to take any type of ownership.Desired Settlement: I want this issue resolved and if it happen to me, it can or has happened to other people.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Mrs. [redacted].

A Senior Customer Service

Agent followed up on the information Mrs. [redacted] provided. Our records

indicate that the only [redacted] we had on our E-Alert system has

since been deleted.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: We picked up a truck due to moving. As we are taking the truck back we noticed the truck had cockroaches in it. The vehicle as we started looking closer to the inside of the truck noticed that he had food all in the side of the door.. very nasty on the inside. Now on top of paying for the truck I have to have someone come out and spray a new home that was just built for roaches because a company did not take the time to clean it properly...When I spoke with the manager he basically called me and my fiance liars because he did not see the roach. Poor business I will not recommend them to anyone....Desired Settlement: We would like the 2nd payment to be dismissed because we have to pay someone to spray our home which is going to cost us alot in the long run.

Business

Response:

October 23, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of OH, followed up on the information

Mr. [redacted] provided. She informed our office she spoke to Mrs. [redacted]

and addressed her concerns. Our U-Haul Center CSR previously

adjusted Mr. [redacted]'s rental by reducing the mileage rate from .99 a

mile to .39 a mile and applied only one rental period of $19.95. A

separate credit for $19.95 was issued back to Mr. [redacted]'s [redacted] account on October 11th and should post on their next

credit card statement. Ms. [redacted] relayed that Mrs. [redacted] will send

in her receipt from the exterminator for reimbursement up to $250.00.

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 have been renting a storage unit for over a year from this facility. After declining insurance they all of a sudden started billing me an additional fee for insurance. Then the building was sold and the new company put on different locks. Again I had no input. I had picked these units because they were open beyond office hours which were inconvenient for me. I had been wanting for a while to clean out the unit but couldn't get to the office to get the new key. In December I was late with my payment. The office called and I told them I would pay them Friday. I got home after office hours on Friday and since my computer was down (usual way I paid) I called up the National 800 number to pay my bill. I also asked why I was being charged for insurance and he said he could take it off. He also suggested we change the billing date from the 1st to the 15th. Not really caring I said ok gave him my credit card number and hung up. I wanted to clean out the unit before I left for the holidays so I called the office days later to verify their hours so I could get the key to my unit. I was told I could not get into my unit because they had put a lien on it. When I asked why they said because I had requested to change my billing date. I had to pay over $100 dollars to get into my unit. So now I am having to pay rent but do not have access to my belongings. I got a letter dated Jan. 3 that unless I now pay $170 dollars in cash beside my rent (which is $55) my belongs will go up for auction in March. On top of that they are going to bill me to advertise for the auction. Again my belongings are hostage. I can't clean out the unit to stop the rental fee until I pay their excess charges. They do not take partial payments. I need to have all the money in cash or lose my belongs. Keep in mind that I had no problems upto Nov. 30. In fact I didn't even miss my Dec. payment I was just late. Knowing I would be out of town till after the 1st of Jan.I even called the 800 number and paid for Jan.Desired Settlement: I have borrowed money from friends and hope to get this paid unless the fees have gone up again. I don't want to have to deal with them another month. I feel it is a big scam. I never imagined that agreeing to change the billing date would lead to such a headache. I just feel they can do whatever they want and I am held hostage. When I called National they couldn't explain the fees and said I would have to talk to the local office. Who has since banned me from talking to the National offic

Business

Response:

February 8, 2013

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

Ms. [redacted], a Sr. Customer Service Agent, sent Ms. [redacted] an email requesting additional information to properly research her concerns. We hope to hear back from her soon.

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:

Thank you for contacting me as I was not aware U-Haul wrote me. The inquired into the location of the rental unit which I was able to provide for them. They stated they would look further into the matter. Therefore, I do not feel that the matter has been resolved as to this date.

Thank you,

Barbara [redacted]

Business

Response:

February 15, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she has left 3 separate messages for Ms. [redacted] offering an apology for the inconvenience she experienced and requesting a return call to personally discuss her 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