J.R.J. Tara Corporation

Review: I rented a truck to move from [redacted] to [redacted]. I was allotted over 200 miles for move. I used 197.2 miles in total. I was charged for going over on my mileage which I know for a fact I did not go over on mileage. I tried to dispute this with the company and was advised multiple time they would call in 3 days. I never received a call until well over a month later and they said there is nothing they can do

Business

Response:

October 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has been unsuccessful in reaching Ms. [redacted]. He did, however, relay that because her contract was modified, it was possible there was an error in documenting the correct mileage reading on her contract. Mr. [redacted] also issued a refund for $167.61 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

Consumer

Response:

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

Regards,

Review: I made reservations on line with Uhaul for a 26' truck that I would pick up on 6-21-13. I received a call from uhaul the day prior confirming what time I would be able to pick the truck up on Friday. I informed them that it would not be until 7PM. The caller said that would be no problem and we ended the conversation. Friday I get to Uhaul to pick up the truck and there was a little wait but one of the girls came over and started to help my wife and I check out. We moved along and when it came to the point where I was to confirm that the truck had a full tank of gas it came up on 1/8 of a tank but the girl said full. I point to it and she then realized that it was on 1/8 tank. She was not sure how to handle the situation so she notified her manager who was busy being very unfriendly to another customer over a reservation they had. Hearing the conversation I chose to email a picture I took of the gas tank on 1/8 of a tank of gas to another Uhaul Manager that had worked with me in the past. When the store manager found out what I had done she came over and reversed the contract telling us that we did not have a truck for us. She told me to leave the store and that she would only talk to "the wife". I then called the other manager from uhaul on the phone and explained to him the situation. He called his manager who was also the stores manager and explained the story to him. So I left the store while my wife worked out getting a truck. We still had to take the truck with an 1/8 of a tank of gas. We had to bring it back with 1/4 tank. They gave us a $50 discount. But we had to waste an hour and a half because that lady reversed the contract and kicked me out of the store for going to her manager. Before I left the store I let her know that this was a violation of the contract agreement I had with uhaul and that I would consider takig legal action We had people at our house waiting to help us move. Because of the delay we did not get started on time and we were not finished until 1:30AM in the morningDesired Settlement: I would like a full refund. I feel violated for being asked to wait outside because I had ranked power on the store manager.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Mr. [redacted] provided. I’m sure your office is aware there are always two sides to a story. Our GM of our U-Haul Center had documented slightly different information on how the situation transpired. Please be assured the issue has been addressed with all involved to ensure proper procedures are being followed locally.

As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On October 10th, 2013 I had a hitch installed on my 2007 Mitsubishi Outlander by Uhaul. The electrical portion of the installation has already failed. Upon further inspection of the installation, I have discovered that they have drilled holes in the bottom of my vehicle, in a state where calcium carbonate and sodium chloride are regularly used in wither to keep the roads clear of ice, creating a rust point. I have had a claims adjuster from Uhaul's insurance [redacted] , Claim #[redacted], inspect the damage and they agree that it is horrible!Desired Settlement: Removal of the installed hitch and electronics, repair of the under carriage of my vehicle and a full refund!

Business

Response:

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Supervisor with [redacted] Insurance Company, followed up on the information Mr. [redacted] provided. She informed our office the claim was reported to them on May 12th and is currently being reviewed for resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was contacted by phone March 1, 2014 by customer service & offered a storage unit. I accepted the offer over the phone. March 4, 2014 I went into the office paid for a lock, the unit was free for the 1st month. The pregnant lady in the office actually hit the screens on the display box (if they pull the video they will see that she hit the screen to skip insurance & not by my request). I was unaware that she by passed the insurance offer, nor was it ever offered verbally. The customer service rep did not advise that there was a rodent problem within the facilities. On May 31, 2014 I return to the storage unit to find that my property happened damaged by rodent feces & urine. I called the office on June 2nd to report the issue & was told that the manager would call me back. After about two weeks I called the office again & was told that I would receive a call back again. I then went to the office a week later, was treated rudely & the police was called on me because I requested to speak with someone over the unprofessional manager who was loud, rolling her neck & very ignorant. The young man that was there the first time that I came in witnessed the rudeness & stated that I was very pleasant when I came into the office despite my property being damaged. The manager accused me of declining the insurance, I advised her that I was never given any information about insurance, I was offered the unit over the phone & her office person must have skipped the insurance when she was clicking on the screen on my side of the desk. I asked her to pull the video & she would see that I only touched the screen to sign the credit card purchase & that her employee pressed the button 2 times then asked me to sign for the unit. There are no warning signs that there could possibly be an infestation nor that their facility had a problem. My mother had her things in storage at the uhaul facility 2 miles away for 10 years, her things did not have one sign of rodent feces or urine. I contacted the insurance company & they denied my claim. I think that this is unfair to me as a consumer & the company should be held accountable for not informing customers when they have an infestation problem. I have pictures of my damages.Desired Settlement: I would like my property that was damaged replaced. I lost a brand new sofa, pillows, 4 comforters, clothes and shoes. The value of my items that were destroyed I'm still about a total of $4500.00. Compensation is the only resolution for me.

Business

Response:

August 26, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].RepWest Insurance Company advised our office they currently have an open claim filed in their office for [redacted], Claim# [redacted]. [redacted] will be contacted by them as soon as they have reached 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,[redacted]Executive AssistantU-Haul International

Review: I have had a storage unit in the [redacted], NH location for a little over 2 years and have had many issues with them in this time such as having water damage on some of our items due to a leak in the ceiling of our unit and our insurance had been mysteriously stopped the month before without our knowledge. The issue I am most concerned about is that this last week I had a charge to my debit card for my monthly payment that I did not authorize. I called to ask why and the store manager told me that my account had been put on automatic payment. I had no knowledge of this and never asked them to do this. I have never in 2 years been charged before I call and ask them too. This charge overdrew my account and because of it I now have 3 overdraft charges of $34.50 each. I have 2 children and my Fiance and I live week to week. This is going to set me back quite a bit now because of the overdraft charges now I will be late on other bills too. When I called I was told by the manager that once a payment had been put through there was no way of refunding it and I was "out of luck" there was nothing he could do.Desired Settlement: I would like to have the overdraft fees refunded and my card taken out of their file. An apology would be nice too since the manager was quite rude on the phone.

Business

Response:

February 5, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of New Hampshire and Maine, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back in order to personally address his concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 5/8/2013 I rented a trailer to haul my motorcycle. I stated to the employee what is was being used for and where I was going. The contract was wrote up and I was on my way. The trailer blew a tire and left myself, wife and two children (8 months and 3 yrs old) on the side of the road. I called the after hours roadside assistance which was no help. The tow truck driver arrived and told me there was nothing he could do to help me because he didn't have a tire to fit the trailer. His only suggestion was to get another trailer in the morning. Leaving myself and family at the side of the road, in an unfamiliar town, at 10 pm. We had to contact our family that lived 75 miles away to come pick us up. We returned the trailer to the nearest UHaul in Elizabethtown, KY. Now after several attempts to UHaul they have accomplished taking out two payments from my bank account when a rep said I would be refunded my money. UHaul has now stated that it was my fault and I was responsible for the other charges due to not taking it back to the original location. (Which was impossible due to the blown tire)The associate that wrote up the contract was aware of what it was being used for and where I was going, now I'm paying for his and UHaul's defective equipment. Even though they left me and my family sitting on the interstate and said to wait until morning to get a new trailer.Desired Settlement: I just want my money back. UHaul received their defective equipment back. And my family and I was left stranded, but thanks to a family member they traveled to pick up what I paid UHaul not only once but twice to deliver.

Business

Response:

May 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. He left a message recently explaining he reduced the Promissory Note by $65.72 as an adjustment on his rental, with a balance left of $47.73. As we value Mr. [redacted] as a customer, we also sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am unable to accept the following because, u-haul they were going to refund that 65$ for my payment and problems. But instead thy took out another 47$. As for the gift cards thy sent me, they can take them back because that didn't help the fact that now my car parent is late because of them pulling the extra 47$ out as of may 21 2013. Now on top of all this I will have to pay a late fee for my car payment. U-haul has done nothing but cause problems since I rented from them. I will never rent from them ever again.sorry but no thank you

Regards,

Business

Response:

May 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] rented a U-Haul trailer as an in-town rental on May 8th in Richmond, IN. He initially paid a deposit of $47.99 to rent the trailer. He did have a blowout the same day in Elizabethtown, KY. A vendor picked up the trailer and replaced the tire to get Mr. [redacted] back on the road. However, instead of returning the trailer to Richmond as originally contracted, he returned the trailer to Elizabethtown. The one way fee was $124 plus $7.44 tax for a total of $131.44. The initial payment of $47.99 was deducted leaving a balance of $83.45, which was put on an Promissory Note. Mr. [redacted], a Senior Customer Service Agent, deducted $65.72 from the Promissory Note as an adjustment on the rental. The remaining balance of $47.73 was then charged to the credit card on file by our collections department. As previously stated, a $50 VIP Certificate was also issued to Mr. [redacted].

After another review of the above information, any further refund is not warranted. We hope Mr. [redacted] will take advantage of the VIP Certificate as we feel it can be of great value to our customers and is valid for 2 years.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I explained to [redacted] who is the manager at the richmond in location, that I was hauling a motorcycle to bowling green Kentucky. I also mentioned that my wife was going to bring the trailer back to richmond Indiana, therefor he he made it a local rental. When the tire blew out in elizabeth town, road side assistance sent out a wrecker service to fix the tire. The guy came and said he was not a le to get that size tire and wasn't able to intil the next morning. I called u haul back and they said they wouldn't be able to do anything until the next morning either. I told the rep that I was going to have to drop the trailer off at the nearest uhaul location, I did this because I'm not going to have my kids stranded in the middle of an unfamiliar place at 10 o'clock at night. The trailer was going to be returned to the richmond location, but was in able to due to the blown tire and no way to get it fixed.

Regards,

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.

Review: I rented a truck from UHaul for Saturday Aug 30th at 9 am. The day before the reservation, with exactly 26 hours to go before my reservation pick-up time, my pick-up location was changed to somewhere I would be unable to get to. I contacted the customer service number from the website, and my situation was handled by an associate who only gave me one option of a pick-up date of Sunday Aug 31st at 2:30 pm, if I wanted to pick-up a truck within NYC city limits. She said there was nothing else she could do and that if I wanted to find anything available for the original day that I wanted, I would need to keep calling them back and checking. Immediately afterwards, I researched pricing for another truck rental company that would have ultimately saved me approximately $40 compared to Uhaul and they had a truck available for me to pick up that day. I then went to the uhaul website to see how I could cancel my reservation with them, and noticed on the bottom of the main page, that there was a $50 guarantee for having problems with my reservation, so I contacted the same customer line that I contacted less than an hour prior, and inquired about the guarantee and explained that I was on a constrained schedule because I was moving my things over 400 miles away and was expected back at work after the holiday, also that the representative I spoke with before her said there was only one available option for me to get a truck within a location that I could get to. The representative I spoke with at that time told me I was eligible for the guarantee, and also told me of the regional offices being able to see if there was any updates of available trucks before they would see it at the office she works in. She then transferred me to the Bronx regional office, where they were immediately able to find me a truck at a different location than my preferred one, but somewhere I was stil able to travel to considering I had limited transportation options. I inquired at that time about the $50 guarantee and whether I would be eligible, and explained the changes to my reservation being due to not being provided any other options as far as pick up date or time, and also that I found a competitor that had equipment available for a lower price, which would save me almost as much as if they honored the guarantee through uhaul. She then said that I would be eligible for the guarantee and so I decided to keep my reservation, being that I've used Uhaul several times in the past and up to that point had never had an issue. On Saturday Aug 30th, I went to the new reservation and when I was at the counter to pick up my rental, was informed that there was nothing in the notes about any guarantee. So while at the counter, I phoned the customer service line and I'm not quite sure if I was transferred to a regional office employee or someone else with general customer service, however I was told at that time that it was only after I drop the rental off at the drop-off location that the $50 credit would be issued back to the card I used to place the reservation initially. Based on all the information provided to me by employees of uhaul up to that point, I paid the over $600 for my rental, under the impression that I would receive a credit after dropping off this truck. On September 2nd, after I dropped off the truck, I contacted the customer service line again and had a gentleman representativ who kinformed me that I was at that time ineligible for the customer guarantee because I managed to change my reservation before I had to get the truck. Also he explained the full terms of the customer guarantee that made me ineligible. I then explained that while I understand that those may be the terms of the guarantee, I spoke with multiple reps prior to my rental that neglected to tell me anything other than that I would receive the $50,but only after I proceed with and complete the rental contract, so at this point it became a customer satisfaction issue, because if not for the lack of information provided by those reps, I would have been able to rent a truck with a different company and save almost as much as I was told I would get back. He informed me that the only thing he could do was give me a $50 certificate for rental services through uhaul, however I said that due to the misinformation and resistance to make good on statements made by employees of the company, I would no longer be interested in renting from UHaul and that considering that I just moved, I didn't forsee myself moving again within the 2 year range of the certificate anyway. He then replied that was the best he could do but transferred me to, I believe, a representative from the Bronx regional office to see if there was something else that could be done. Throughout the following week, I placed a number of calls to the customer service number and regional office, explaining that if not for the improper information provided to me by employees of the company, I could have made a reservation with a competing company and saved all the hassle of trying to get the refund that was promised me by them, and that it should not be the customers responsibility to be stuck in a situation such as mine due to them giving me incorrect information. The representative I spoke with at the regional office at that point said that the best she could do was place a $25 credit to my card, and that I was getting more than I should due to the terms of the guarantee. This conversation left me feeling unsatisfied and defeated, however being that I had already been through so much to try to get some sort of ownership by the company for the information not provided by their employees I said "fine". After thinking this over and realizing how unfair the situation truly was, I placed a call about 20 minutes later to customer service, was transferred again, and spoke with a representative, Joanna, who told me that my information could be forwarded to a board to review the situation and decide whether or not I was eligible to receive the full $50. She said that they normally take less than a day to reach a decision and she would call me back once she heard back from them. That was Friday September 19th. As of Tues September 23rd, I had not heard anything back and placed a call to the regional office to follow up, but was told that all reps that had access to that information were gone for the day and that they leave at 5 (I called at 5:07pm). On Wednesday September 24th, I called back , at which point I was informed that the decision was made to issue me the $25 credit, and that if I was looking for any additional refunds I would need to talk to customer service because the regional office did all they could do and that "unfortunately [they] were unable to pull any of my recorded calls up". The rep at the customer service line at that point listened to my entire experience with the company and pulled up the notes. I explained that I have been trying to explain this is an issue of being told the wrong information by the employees I came in contact with bebefore actually paying for this truck. She then informed me that one of the reps I had spoken to after completing the rental put in the notes"don't give her ANYTHING ". Combine that with the fact that at no point has any of the reps who promised to return a call with updated information actually did so, and all of my calls that were" recorded for quality and training purposes" mysteriously disappeared from the records, and the employee at the Bronx location where I picked up the rental stated "they usually don't ever give customers the $50 guarantee" when I mentioned that the reps on the phone said I would receive it, I think that this may not be the first time something like thia happened. My question is where is the customer satisfaction? It is not my fault that I am not well versed on Uhauls company guarantee terms, that is the employees responsibility. I was given the wrong information which directly caused me to complete the rental, when if provided the proper iinformation, I would have made the decision to go with another rental company. Therefore, I was pretty much lied to by representatives just in order to continue my $600+ contract, and when I tried to point out that it was this reason that I was trying to get what I was due, any proof that should have been in the system disappeared. I have every call placed with UHaul in my call log, however had I known that this would have been the situation at this point, maybe I should have just recorded all of my interactions myself. In any company that deals with goods and services provided, if a customer is misinformed or mislead by information provided by the employees, they are responsible for any loss to the company. It is never the customers fault for not being informed correctly by those whose job it is to do so. This situation has become a nightmare because I have done more work than should be necessary just to get told "do what you have to do and write the Revdex.com". I am disgusted by the tactics being used by the company probably in hopes that I would give up and just be happy with whatever they give me, and I will make sure to refer any of my college age friends or renting friends to not use UHaul, because if they run into any problems, anything they try to do to get a resolution will just slip through the cracks and disappear forever. Needless to say, the next time I have to move, I will be renting in the future from either [redacted] or [redacted].Desired Settlement: The $50 refund originally promised and an apology for all the stress and effort on my part for the company to honor something promised me by individuals employed by them.

Business

Response:

September 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] has been advised on more than one occasion that her situation did not qualify for reimbursement of the Guaranteed Reservation Fee. No calls were found where she was offered a refund for $50 for not being able to reserve the truck she wanted. In an effort to bring closure, Ms. [redacted] issued the remaining $25 today in addition to the $25 refund she issued on September 19th. Both credits were issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I drove from Cleveland, OH to Columbus, OH (approximately 140 miles) with a U-Haul trailer attached to an SUV. While dropping off the trailer in Columbus, the end of the trailer connection fell off of the ball on the hitch. The safety chains were still secured, so the entire trailer did not come loose. However, the loose trailer connection caused significant denting and scratching on the bumper of the SUV. I took multiple pictures of the damage. I have spoken with many representatives from U-Haul, and they refuse to issue me a refund for the trailer rental. Additionally, even though I purchased the optional insurance policy, the insurance agency (repwest) will not cover the bumper repairs. The only reason I have been given for this is that it is "unlikely" that this would have happened so far away unless someone tampered with the trailer connection. The trailer connection was not touched by any person other than the U-Haul representative at the store in Cleveland until it fell off. At this point, a nearby auto-maintenance shop assisted me in reconnecting the trailer, which stayed on until I reached my final destination, a U-Haul store in Columbus where I dropped off the trailer. I am simply stunned at the decision made by the U-Haul organization to not issue a refund or cover the damages through my insurance. My contract number for the trailer rental is [redacted] and my insurance claim number for repwest is [redacted]Desired Settlement: Full refund for the trailer rental and insurance coverage for the damages to the vehicle.

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Cleveland, followed up on the information Mr. [redacted] provided. He advised our office Mr. [redacted]’s concerns have been discussed and reviewed with several parties, including our President for the U-Haul Company of Cleveland and management of RepWest Insurance Company before reaching a final decision. Mr. [redacted] had the trailer in his possession for two days and towed it at least or close to 150 miles before the incident. Mr. [redacted] relayed that the detach would not have been caused on an initial hookup at our dispatch location in Cleveland Heights, OH.

However, as we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did speak with Mr. [redacted], and I did receive a $50 VIP certificate. However, the certificate was issued for a completely unrelated problem. The details of that problem are not relevant to this case (the detached trailer) in any way. I am not sure why it was mentioned, and it should not be put into consideration when reviewing this case. I was provided no form of compensation for the trailer detachment.

Mr. [redacted] statement that "the detach would not have been caused on an initial hookup" insinuates one of two things: (1) I am being dishonest and have fabricated the entire story, or (2) I tampered with the trailer connection, and thus I am responsible for the detachment. Both are completely false. I am not an expert in trailer connections, so I cannot offer a good explanation for how exactly the trailer detached. What I do know is that it did detach, and nobody other than the U-Haul representative in Cleveland touched it.

If U-Haul's policy is to refuse refunds and insurance claims when a trailer has already been driven a long distance, then so be it. I would respectfully disagree, but I will accept that decision. But that needs to be clearly communicated to me--the public deserves to understand how the company reaches conclusions regarding customer complaints. Saying that this was "impossible" is unacceptable. It is not true, and it is not fair.

Regards,

Business

Response:

September 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

The situation Mr. [redacted] experienced has been reviewed many times by several representatives with U-Haul and RepWest Insurance Company with Mr. [redacted]’s interests and concerns in mind. Please be advised our decision in the matter remains the same. Please refer back to my original response to your office dated August 27th, which includes more details.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I do not feel as though this response resolves my complaint as U-Haul has not directly addressed the concerns raised in my last message. Rather, they have provided a generic response reiterating their initial decision without providing an expanded explanation as requested. An expanded explanation was requested as I am still not clear on why and how they came to their decision.

Specifically, I am looking for the company to address the following:

1) Was my request rejected because the company believes I am being dishonest?

2) If not, was it rejected due to a company policy regarding detached trailers? If so, what are the details of the policy as they relate to my case (e.g. did I drive too many miles with the trailer? What is the mileage limit?)

As I have stated, it is important for consumers to understand how he company reaches its decisions regarding these types of complaints. A quick internet search will show that many U-Haul customers have faced similar problems with trailer detachments after the trailer had been driven long distances. I will consider my complaint resolved if the company directly addresses the points raised above. Please see my previous message for further details.

Best regards,

Review: I rented a truck for one day from U-Haul. The truck seemed to be fine at first. About a half hour into my rental ride I noticed insects crawling all over me. We got out of the car and entered again about a hour later and I noticed a trail of ants coming from the vents, chairs, steering wheel area, etc. I ended up with over 37 bites on my hands and feet that swelled to the size of dimes. I paid well over $100 to borrow your equipment that I expect to be clean. Renting and charging customers for a infested truck is not fair. Not to mention the missed day of work due to the pain of the bites.Desired Settlement: I would like a refund back to my car for the money I had to pay for this truck. I would also like for you guys to ensure the cleanliness of your vehicles before renting them out.

Business

Response:

September 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She offered her apology and a refund for the base rental fee of $29.95. Ms. [redacted] also mentioned she had an outstanding balance on a Promissory Note and explained she would adjust it by $30.

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: From: Mr. and Mrs. [redacted]

Sent: Sunday, August 04, 2013 2:56 PM

To: [redacted]

Subject: Unhappy customer (contract number [redacted])

To U-Haul International,

On Sunday 6/23/13 I picked up a 17-foot U-HAUL TRUCK for a one-way rental from Boston, MA to Denver, CO. The location of delivery was from the U-HAUL CENTER at [redacted] (###-###-####. I paid $1,854.06 for a week long rental with the truck scheduled to be returned to the UHAUL CENTER at [redacted] on Sunday 6/30/2013. I was told I would be charged a late fee of $40/day for the UHAUL truck and $20/day for the auto-transporter.

It took 1½ days for me to load the truck with my belongings. Around noon, on Mon 6/24/13, I took the UHAUL truck back to the above U-Haul center to have the auto-transporter connected. Two supposed UHAUL professionals performed the task. At 1 PM, I started my 2000+ miles journey with my spouse and children. I had only 5 days to make the drive to ensure timely return of the truck and to begin my new job on Monday July 1, 2013. As you can see this was not a stress-free move.

While driving southbound on I-95, I made my first stop for gasoline. A passerby pointed out that the strap over the front tires of my car on the auto-transporter was completely off. These are the straps that hold the car firmly on the transporter. After being shown how to put the straps on and tightening them myself, the strap never again got loose again during my remaining journey (I checked the strap everytime I stopped for gas). Two supposed UHAUL professionals at the U-HAUL CENTER at [redacted] (###-###-#### failed to complete their tasks properly and failed to bring to my attention the need to periodically check those straps. In my mind, these employees need re-training, but the incidence was a nuisance compared to what was to follow.

The next day, 6/25/13 around 4PM while driving on I-68 in Maryland, suddenly both the power steering mechanism and the breaks failed. I-68 is a hilly highway with many curves. I placed the truck in neutral and after a period of struggle was able to halt the truck to a stop at the side of the highway. Many cars zoomed by honking their honks at us, not knowing what had happened. I called UHAUL roadside assistance (UHAUL roadside assistance reference number [redacted]). ~2 1/2 hours later, [redacted] from Nextow Inc. Hagerstown, MD ###-###-#### came to inspect our truck. He said that the timing belt had broke leading to power steering and break failure. Our UHAUL truck was towed to the nearest UHAUL service station and an attempt was made to find a replacement timing belt. But a new timing belt was not found and at 11PM, we were told to check into a Holiday Inn close by to stay the night and our UHAUL truck was towed to the Holiday Inn’s parking lot. The plan was to either have the timing belt replaced the next morning or to have another UHAUL truck available to us. [redacted] from Nextow said it is more likely we are getting a new UHAUL truck as he thinks the breaking mechanism of the current truck is damage. The next morning Tuesday June 26, 2013, after multiple phone call to road-side assistance (###-###-####), we were put in touch with [redacted] from [redacted] ###-###-####. After multiple telephone conversation, though I insisted on getting a new UHAUL truck, [redacted] concluded that the broken timing belt is the cause of the power steering and break failure. Two mechanics from Peer’s towing came and replaced the timing belt and sent us again on our journey at ~12PM. This particular incidence cost us $145.44 in out-of-pocket expense ($117.49 for pre-booking a hotel in Cambridge, OH which we never made it to for check in + $27.95 for food) and robbed us of our precious driving time. However, the worse part is the stress not knowing if anything else will happen to the truck and whether we will make it out alive should something else happens to the truck. But we are forced to proceed.

Two days later, on Thursday June 28, 2013, while driving through Missouri, we started hearing funny noises and the truck became noticeably unstable. On my wife’s urging, I stopped and realized that the right inner rear tire has worn to its metal threads. We again called road-side assistance (UHAUL roadside assistance reference #245436). Carl’s towing in responded to our call, changed the tire and got us on the road again in 3 hours.

Due to these events, what initially planned out to be a 5 days relaxing move turned into a marathon in which I was forced to drive 12 hours/day, stopping only briefly for gasoline and food, to make it on time to Denver. My young children got sick as a result of this. The cause is due to improper maintenance of the rented UHAUL truck. The timing belt breakage was especially preventable if has been replaced based on manufacturer’s recommendation.

Initially, through the recommendations of [redacted], the assistant manager at UHAUL at [redacted] we contacted [redacted] the manager at U-HAUL CENTER at [redacted] to see how he could reimburse our out of pocket expense related to the events that happened to us and compensate us for what had happened. [redacted] conclusion is that we are responsible for what had happened and was verbally rude to us. After sending him our receipts four weeks ago for the out of pocket expenses, we had not heard from him since.

I demanded that U-HAUL CENTER reimburse me for my $145.44 out-of-pocket expenses (with attached receipts) and reimburse us for the full amount of our payment for the rental, $1,854.06. The total amount we demand is $1999.5. We did not pay close to $1900 for the rental to put our lives in danger. Having the timing belt break on the highway, which shut down both the steering wheel and breaking mechanism, could have lead to our demise. The cause is due to improper maintenance of the rented UHAUL truck. Furthermore, instead of trying to correct this wrong, the [redacted] completely placed the blame on us and ignored our request.

Please correct this wrong. I have contacted my credit company, Discover card, to protest the charges related to dealing with UHAUL. In addition, if we are ignored similarly to how [redacted] dealt with us, we will be forced to file a complaint with the Revdex.com (Revdex.com).

Sincerely,

Mr. and Mrs. [redacted]Desired Settlement: We file the complaint to publicrealation of uhaul, uhaul corporate, and uhaul store manager and receive no resolution. We demand for a total of $1,999.50. Please review the detail above.

Business

Response:

October 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, followed up on the information Ms. [redacted] provided. He informed our office a refund for 40% of the rental was issued along with a full refund for the hotel expense. At the time of rental three U-Haul team members assisted Ms. [redacted] in loading her car onto the auto-transport. A Users Guide was also provided on how to load and off-load their vehicle from the auto-transport. The U-Haul truck she rented was inspected and found to have no faults. Mr. [redacted] mentioned that the situation with the serpentine belt was something that was unforeseeable. As with anything mechanical, if a problem arises it will be when in use. We believe a fair resolution was made on Ms. [redacted]’s rental and no further refunds will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Uhaul claimed to have refunded 40% (representing $741.62) of our rental including hotel expense (representing $117.49), but I did not receive these. The three incidents occurred under one rental costing us $2,000 (cost of rental $1854+ hotel $117 +food $28) not including the trouble, life threading situations, and stress for our family. Uhaul response of "claiming that refund has occurred and we regret" does not satisfy what happened to our family.

Regards,

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the information Ms. [redacted] and sent her the following email:

Good Morning [redacted], I am contacting you in reference to the issues that transpired with the rental of the U-Haul you received at our 600 Mystic Valley Parkway location. After reviewing the notes and refunds, I noticed that the refund that was done but were in limbo for some reason. I have gone in and refunded the Discover card ending in [redacted] for the amount of 756.00. I apologize for any inconvenience this may have caused. Please allow 3-5 Business days depending on bank standards to see the refund. If you have any further questions please feel free to contact me directly. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston [redacted]. 02143 ###-###-#### - Office ###-###-#### - Toll Free ###-###-#### - Cell [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The email stated a refund of $756 will be credit to my credit card from 3-5 business day. I have not receive it yet; therefore, this case is not close. In the past, Uhaul kept on stating that refund was credit and I did not receive the refund and did not heard back. I don't trust their words until the credit show up in my statement.

Regards,

Review: I am writing to complain about the events that occurred the week of November 18th - 22nd 2013. I made an online reservation on November 18th (reservation number: [redacted]) for a 26 ft truck. When I made the reservation, I chose to pick up the truck at the U-Haul Moving and Storage on [redacted] (address: [redacted]). I received an email indicating that the pickup location would be relocated to U-HAUL MOVING & STORAGE ON CAPITAL BLVD, [redacted] WITHOUT MY CONSENT. I contacted U-Haul. A representative told me that the change was made due to unavailability at the HWY 70 location. After telling the representative that the Capital Blvd location was too far for me to have as a pickup location, the order was switched to the [redacted]. This was still an inconvenience, but I took the truck since there was no other choice.

On my break, I went to the U-Haul located at [redacted], and found that there was an availability for a 26 ft truck. I made a reservation with the Glenwood Ave location and cancelled the reservation at the Guess Road.

On November 22nd, I received ANOTHER e-mail changing the location BACK TO THE ORIGINAL LOCATION I RESERVED AT THE BEGINNING OF THIS ORDEAL ( [redacted]) but with different pickup / drop off time. I called U-Haul extremely frustrated with all the changes and asked for an explanation. The customer service representative did not have an explanation for me, and spoke to me disrespectfully and with an attitude. I asked to speak with someone above him or someone that could assist me with my problem, and he told me there was no one else, and to call back and just speak with another representative on duty. I called back and spoke with another representative who connected me with the District Manager “[redacted]”. She told me the same information as the prior representative, and treated me with a condescending manner. I left the reservation as it was because I needed the truck to move out on Saturday, November 23 2013. At this point everything was ok, and I was expecting to pickup my truck at the HWY70 location, however, around 7:30 PM (THE SAME DAY) I received a call from U-Haul saying that my truck reservation has been dropped due to unavailability. I was extremely upset because it was already too late to book a reservation with any other company. She told me that the reason for the cancellation was due to the truck breaking down earlier in the afternoon, and that all other trucks in the size I needed were not available in our area. The representative did not give any kind of solution to help my situation and started to argue with me over the phone. At this point, I was at my wits end and used profanity during our conversation, and the representative replied “AND YOU TOO”.Desired Settlement: U-HAUL $50 RESERVATION GUARANTEE: 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 You $50.

They changed my reservation three times without my consent. According to U-Haul's guarantee I should be compensated for each change. Also, I scheduled three workers to help me out for the move on Saturday. I agreed to pay $80.00 per person for 8 hours of work for Saturday. Due to this agreement I had pay $240.00 out of pocket, and will have to pay an additional $240.00 for next Saturday because we had to reschedule our move out day. I took off from work, lost a day's worth of pay, will have to request off of work for next Saturday, and lose another day's pay.

I feel that I am entitled to $550.00 (for the guarantee that was broken three times, the amount I hired the workers for, plus my day of lost pay)."

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Raleigh regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and offered her apology for the behavior of the representatives he spoke to and discussed his concerns. She advised him she will issue him a refund for the $50 Reservation Guarantee Fee and also offered a VIP Certificate to cover his move, however he declined the Certificate. Ms. [redacted] did process the refund.

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,

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: in the past 2 days they have been calling my cell phone.I have done no business with this company in at least 30 years.there phone calls are unsolisited.my cell phone number is on the federal do not call list.They have broken the law.Desired Settlement: no settlement wanted.this for for your information only.I am going to report them to the [redacted].

Business

Response:

November 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our attention.

I apologize for the inconvenience Mr. [redacted] has experienced with calls made to his phone. I’m sorry I am unaware of the office that is calling his number. If he can provided the telephone number that is calling him, we can research the issue further.

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.

this is nothing at adcept.

complaint with the [redacted] has been filed.

the phone number that kept calling me was [redacted]

Regards,

Business

Response:

Hi Marilyn,

Review: Dear Revdex.com councilor,

1. I would like to inquire about opening a case against U-Haul [redacted].

A car rental reservation was made and a 14ft truck was picked up on Sunday Sep 9th under the reservation number [redacted]. Once the move was completed, I filled the gas to the top of the tank and realized that it has cost $100. I realized that this is a great deal more than anticipated.

I checked the rental receipt and on the reservation receipt in fine print it displays a fuel interface with the halfway point of the tank marked in black. At no point was this information communicated to me that a half way tank was sufficient. This is a new (8-month old) policy. Prior to this, a full tank was required. I returned the vehicle and as it was after-hours I could not speak with anyone.

The next day I contacted the branch and they passed me onto customer service for further complaints. The customer service passed me back to the branch and the branch transferred me back to customer service. After a few hang-ups I reached the branch manager and the branch manager offered a gift certificate of $70 as a reimbursement for the difference. I notified the branch that I cannot use a gift certificate as I will not be moving for some time and the certificate will expire. I requested that they credit the amount onto the credit card number that they have from me on file. They denied my request and asked me to open a complaint case with U-Haul head office. U-Haul head office opened the complaint case 306313, but they mentioned that they will not be refunding the difference.

After a few hours, I received a phone call from the regional manager of the Tricity Area and he offered a gift certificate of $20. I notified him that I was offered a gift certificate of $70 and he notified me that he would not have approved such an amount to go through. I notified him that I cannot use a gift certificate because it will expire before my next move and he responded that this is not his problem. I mentioned that he will use the gas anyway and he said that this is again not his problem.

Please help in opening a case against U-haul for refusing to apply a credit against our account despite the lack of informing their customers of the half way fill policy. If they can offer a gift certificate, why would they not offer a credit against the credit card that was charged?

I would appreciate your assistance.

Regards,

[redacted]Desired Settlement: I would like a credit back for the amount of $70 for the extra fuel that was purchased to be credited back onto my credit card.

Business

Response:

October 9, 2012

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

Horace [redacted] the President in our Vancouver, BC Regional Office spoke to Mr. [redacted] and explained our fuel policy has been in effect for several years. Mr. [redacted] had been informed at the time of pickup that the fuel had to be returned to the level reading at the time of dispatch. Mr. [redacted] learned that someone else had returned the equipment and was not aware of the policy.

Mr. [redacted] confirmed a $30 VIP had been given to Mr. [redacted]. The certificate can be used on the many products and services U-Haul has to offer.

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 May 10th of this year I rented a van at 1pm at the old bridge U-HAUL location. I used my capital one credit card to rent this van. The next day which was May 11th my husband returned the van and asked if he could pay the rental fee with his chase credit card instead. He swiped his card but the attendant said it did not go through and told him to swipe again. My husband would not and instead paid with cash. The total was 97.37, he paid 100 and got 2.63 back. When he left he checked the chase bank account and realized he had been charged the 97.37 even though the attendant said it did not go through. He went back in to get a refund and they would not cooperate. We ended up calling customer service at least three times to discuss this error and each time they gave us a different explanation of what happened and what action was going to take place. What ended up happening was my capital one card had a hold of the 97.37 and got refunded. The chase card was supposed to get refunded 97.37 because we paid cash but they would not budge on that. About a week later a supervisor from the old bridge U-HAUL office called me and said the only thing she could do was reverse the charges on the chase card and recharge the capital one card. She said the refund to the capital one card was supposed to go to the chase card because the capital one card was never charged only put on hold. I told her the capital one card and chase card were charged 97.37 each plus we paid cash. At that point she said all she could do was credit the chase card and I did not have to go in to office because she wanted this put to an end. What she ended up doing was credit the chase card but also recharge the 97.37 to the capital one card without my permission. I was not even in the office and she charged my card fraudulently. I spoke to customer service again and they said she had the right to recharge my card even without my permission. How is this ok?Desired Settlement: I would like my capital one credit card to get refunded for the 97.37 and I want my information taken out of U-HAUL's system so they cannot keep charging me anytime they decide. I also want whatever disciplinary action to take place against the supervisor of the old bridge office for charging my credit card without my permission. Her name is [redacted].

Business

Response:

June 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central New Jersey regional office, followed up on the information Mrs. [redacted] provided. She informed our office she has left two separate messages requesting a call back. She would like to explain both cards were charged $97.37 and then credited back $97.37, which gives a net $0 on both cards. She hopes to hear back from 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

I understand they tried to contact us but I spoke to someone from U-HAUL on the phone and gave them my cell number because we both work. They never contacted me and when I called directly I was told I would get a call back from a supervisor, which never occurred. I am not satisfied with their response because my master card was originally charged on may 11th and credited on may 13th. The visa was charged on may 11th and credited on may 22nd. Then without me being in the store my master card was charged again on may 22nd. The supervisor of the old bridge store told me she was only going to credit the visa 97.37 but decided to once again charge the master card. How is someone able to charge your credit card without your permission especially without you even being in their presence. Both cards do not have a 0 balance because the master card should never have been charged again especially because we paid cash in the store. They need to credit back the 97.37 to the master card for me to be satisfied.

Regards,

Business

Response:

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central New Jersey regional office, reviewed the recent information Mrs. [redacted] provided. She left two more voice messages, one on each phone number provided. She relayed that our records indicate a charge for $97.37 and a credit for $97.37 on both the Master Card account and Visa account listed. Ms. [redacted] requested Mrs. [redacted] fax copies of her credit card statements if they indicate something different. She provided her fax number, ###-###-####, and her call back number, ###-###-####.

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

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.

Review: I rented a uhaul for a move. I returned it clean and with 3/4 of a tank of fuel. It was only required to have 11/16 of fuel, as that was where it was at when I rented it, but I filled it to 3/4. When I received my bill via email I noticed that I was charged a cleaning fee of $40.00, a fuel charge of $9.50, and a cleaning tax of $3.24. These charges are all fraudulent. The vehicle was clean except for a few cigarette butts that were on the floor of the vehicle when I rented it, and I don't smoke cigarettes. This is the 4th Uhaul I have rented in two weeks, and all of the previous rentals were returned with the vehicle clean and fueled up to the proper amount. Also when I returned the vehicle it was between 8am and 5pm on Nov. 6 and nobody was on the Uhaul property to check the vehicle in properly. I called the owner and got nowhere. I called Corporate Uhaul and they are investigating.

Product_Or_Service: uhaul truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like all of the fraudulent charges taken off my bill. The charges are $40.00, $9.50 and $3.24 for a total of $52.74.

Business

Response:

November 18, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He sent Ms. [redacted]an email advising her of a refund for $96.75 that was issued back to her Visa 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: We used the U-haul service U-box to move across the country. We were initially told it would take eleven days to ship from the day we authorized shipment. We thought we authorized shipment on August 2nd when U-haul picked up our boxes. We followed up with U-haul a couple days later and we were told it would ship on the day they charged our credit card and were given an estimated day of August 21. We came to find out that it would take eleven business days not just eleven days. It does state this online. We waited for our credit card to be charged and planned to make our way to our new destination. After another follow-up call, our things could not be tracked and we were told it would not arrive until August 23rd. Also among all of this we were told we would be charged three different charges on our credit card. The first payment would be for delivery of the boxes. We were charged the full amount of the delivery in what appears to be three different charges. The second charge was supposed to be the shipment. We were charged a sum that looks like the shipment but then again two additional charges on August 8th. The third charge would consist of the delivery of the U-boxes to our new home. We have not been charged this so far. We are also now unsure of the total cost to us. We were not given a quote and only had an online account to refer to. It appears that the prices have increased from what we were originally quoted and unfortunately I do not have record of the original price. We feel our suspicion is true because if we put in the same order for a quote today the price is more than what our online account currently says. I have taken a screen shot of the current charge. We finally got an email saying our boxes had shipped on August 15th. Our online account states our boxes will arrive August 28. We are unclear of when the eleven business days starts, when our things will arrive, and what we will be charged. We are worried our boxes will not arrive before the end of the month and we will be charged another months rent. It has been more than two weeks since U-Haul picked up our U-boxes at our old home. We have now started medical school and will have a difficult time unpacking and settling into our new home. This has been especially difficult with two very young children.

We have emailed a complaint about the delivery time, lack of customer service, and unclear policies. We have not had our questions answered in a timely manner or respectfully. The only reply we received was a one sentence apology for our inconvenience and an offer for $100 off a future service or product that is only good for two years. We followed-up addressing that we have not been helped and that money off a future purchase is not appropriate. This all took place Thursday and Friday and Tuesday morning I have still not heard from U-haul.Desired Settlement: I would like to know when our boxes will be to our home and to have the charges explained and why the price has increased. I would like to pay the price we expected to pay and cash compensation for the inconvenience in total at least $300.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of **, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] and confirmed the box was received in ** on August 22nd, which was 10 days from shipping. Mr. [redacted] relayed he felt he could put any of the confusion behind him.

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