J.R.J. Tara Corporation

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: 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: 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 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: 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

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

Business

Response:

May 17, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].Ms. [redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and they were able to reach an amicable resolution. A refund for $137.00 was issued as an adjustment on their rental. Mrs. [redacted] mentioned they were planning on making another move in June, therefore, in addition to the refund, Ms. [redacted] issued them a VIP Certificate for $275 that can be used toward their future move. Ms. [redacted] also set up a reservation for that move in June.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and Ms. [redacted], whose name actually appears on the rental agreement.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining that we upheld the terms of our rental agreement and why we were not able to provide a truck at their preferred pick up location. The $50 Reservation Guarantee Fee was refunded for the inconvenience, plus fuel charges. The only amount collected on the rental was $13.38. No further refunds or adjustment will be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.A U-Haul of [redacted] employee told us that we had to pick up the vehicle at the airport. With a tight time crunch, we took the bus to the airport. Had we known that the pickup location was actually a mile past the airport, we would have planned ahead and avoided the taxi cost. Therefore, we are asking U-Haul to compensate us for this charge that we could have easily avoided had we been given an accurate location.Regards,[redacted]

Business

Response:

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

Review: On may 7th rented a truck for a few hours my estimated total for 15miles was 37.54 and on my account 43.17 was held pending .. dropped truck after hours put key in drop boxwith correct amount of gas actually a lil over the amount stated in contract which is under my mothers name [redacted] .. On may 8th around 7:30 - 8:00 a.m checked my account and seen they had another transction being hel for 48.54 . When confronted they accussed me of not having correct amount of gas upon return when my statement shows in my account that there was gas put I never recieved my recipt via email until I called their corperate office as well as when I asjed to speak to a supervisor I was told I had to wait 48hr s n never did recieve a phone call bck in reguards to this situation I went to the east main st location showed my card holder statements that ahowed they still had a pending transiactions of 91.71 on my card I had 93.83 when I went to uhaul to rwnt truck for my mother when I checked my card on the 8th I was left with 1.87 after showing amarylis soto my statement on my card she then agreed to only refnd me 79.75 .. coperate office wouldnt cancell the pending transactions on my statement soas soon as the money went bck into my account which wasnt the full 79.75 I only got ck 56.04 imidetaly the pending transactions took effect n withdrew the money for 37.54 and then again 42.12 my statements show this and they r saying they didnt tke ne more money n that I still owe them 30.81 my card holder is disputing this I am coming to you because after all this I am still bein screwd out of my 93.83 when the truck wad only 30.81 my card holder credited my account the money and is disputing the csse but may need your help never haf a problem with u haul before until ii dropped off truck after hours what can b done about this matter as well as the people in that company r rude n disrespectful hung up in my face wouldnt let me speak to a supervisor or give me ne answers ad to where my money is how many other ppl rDesired Settlement: Personally after all of this I dont feel I should have to pay for anything and get my whole 91.71 refunded I should sue them for fraud n all those I spoke to should b fired did I get little nasty towards them when they were nit giving answers in reguards to where my money was at that they took from my account I have worked with my card holder for months and never had any problems so I know its not my card holder the problem is within u haul co

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and Ms. [redacted], whose name is actually on the rental contract.Our records indicate the charges that were applied on May 8th to the [redacted] account on file for $37.54 and $42.21 were credited back the next day on May 9th and then the rental of $30.81 was collected in cash on May 15.00. All credit card transactions should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.personally I dont feel I should have had to even pay the 30.81 my records show they took 91.71 the people in that company r rude disreapectful and hung up on me numerous amounts of times when I requested to speak to a supervisor I got the run around no one could give me answers of where my money is at my card holder is disputing this situation as well because there is still a question of where 20$ is all my transaction where up to date n they contiously try to blame my card holder for chargeing me 15% which was not true I still believe I should b refunded the 20$ plus the 30.81 for the headaches n aggrivation I believe this problems accurs alot with ppl who do an after hr store drop off if their trucks never had this problem when dropping off truck in person I was smart enuff to catch it because I already had everything calculated of how much it would cost to rent the truck I think its ridicolous how they try to get over on ppl I would never recommend them or do bussiness with them again n I am very dissappointed with their services and should b refunded everything for the their poor services Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customers Ms. [redacted] and Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of **, reviewed the information Ms. [redacted] provided. She informed our office that she and our U-Haul Center GM have asked Ms. [redacted] to bring in her bank statement showing the charges she states are on her account for verification. Other than the two charges and two credits for the exact amounts, we have no record of additional fees charged on the credit card. Ms. [redacted] recently attempted to speak to Ms. [redacted] again but she received a recording that her telephone number on file is no longer in service. Ms. [redacted] can be reached at [redacted] or direct at ([redacted]) [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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I never recieved a phone call from your company I did present on my phone to your manager amaralyis soto the amounts tht were charged to my account and she continued to stste as well as someone from coperate office accused my card holder of charging me 15% which is not true my card does not charge me for using it basically u haul got me for an xtra 20 $ they charged me 91.71 but only reimbursed me 79.75 and then I still paid them in cash 30.81 which personally I feel I shouldnt have been charged anything for theirmess up not once but twice customer service was rude hung up on me numerous times including [redacted] beatles from regional only two ppl within that company showed sincere apologies for the confussion personally I believe this has happened more than once to other customeres never had a problem when I dropped off truck in person ... its the after hour drops that they are taking advantage of ..... they represented themselves unprofessionally my card holder is disputing this matter as wellso theyshould have all neccesssry paper wrk they sre complai.ig they never recieved like I said I shouldnt even had to hsve to pay the 30.81 because of the headaches I had to go thru just to get my answers of where my money went they rentef that same truck I borrowef ouquicklyiwhenthey knew I was going there to show them on thir gas meter how much gas was in that truck when I dropped it off they accused me of leaving it 3/8 when it was at 5/8 charged me 50.00 in fuel fees plus whatever for the truck .... my dispute is the missing 11.76 and I should be reunded the 30.81 they tried to get over on the wrong person and they got caught! Regards,[redacted]

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,

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

Business

Response:

August 7, 2013 Thank you for your concern for our customer [redacted]. [redacted] the Executive Assistant in our [redacted] Regional Office informed us he has referred Ms. [redacted] to our insurance carrier, [redacted], at 1- 800-528-7134. Mr. [redacted] offered his apologies and also provided the phone number to his office to address any other concerns. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Mr.[redacted] did not provide me the information for the insurance company. I contacted them myself after receiving the number from the [redacted] location. I spoke several times with the insurance person Dan handling my issue and the last I spoke with him - which was last week- he indicated that because the East Stroudsburg location states they put a disclosure at the bottom of the contract- that it serves as acknowledgement for use of the tow dolly. I advised him that I was not satisfied with that response and he agreed and offered to take it to his supervisor. I have not heard anything further. There has been no resolution this claim. I would like a refund for the damages that were not covered by warranty as well as a refund for the equipment. It was [redacted] / UHaul moving and storage responsibility to provide the customer with the correct safety information. I then filed a complaint with the Revdex.com. Regards, [redacted]

Business

Response:

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

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

Review: I sent this to Uhual a month ago and have yet to receive a response. For 4 years, I was a customer with [redacted] until U hual took it over about a year ago. Ive been a loyal customer, never missing a payment and on time consistently. I am writing you, because I am confused and need clear understanding about my existing account with your company. I have a few questions with your staff at the [redacted] site and Im hoping to receive clarification as soon as possible. On February 13, I paid a bill which reflected a $20.00 increase. Four months later, I received another bill reflecting another $20.00 rate hike. In my understanding, U hual is a self-storage unit that came from [redacted], a brand new facility, and has the responsibility of simply holding and protecting belongings that are important to your customers. Youre not feeding, clothing, watering, or caring for people, so I cant seem to understand the purpose of a double rate hike? We buy the lock, do the work, and expect the environment to be clean and secure (which youve done.) However, it does not take this abominable fee to do this. Ive have checked many other neighborhood sites, and [redacted] is the highest. I am having a hard time understanding your rationale and your onsite Manager confused me even more with her explanation. Taxes? Month to month renters? Im sorry, but I am not buying a car or taking out a mortgage, I am simply storing furniture in two of your storage units. Clearly, U hual is gauging the customers in the city of [redacted] with these high fees. I am hoping that you will able to shed some light on this situation and provide some clarity. While I have been a loyal customer for almost 5 years, I will pay to have my items stored elsewhere, while informing the citizens of the city of [redacted] of other alternatives that are more affordable and reasonable.Desired Settlement: I would to like for them to clearly explain the reasoning for this double cost increase considering surrounding companies have not adapted this change. In addition, I would like for them have fees that are consistent with the services they are providing. If a refund is possible, I would like to receive it for the two extra payments I had to give in such a short time.

Business

Response:

Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to Ms. [redacted] today. Ms. Rodgers offered Ms. [redacted] a month's free storage on both units for the month of October. This will help to offset the increase in the storage payment for a few months.Our customers are very important to us and we regret to hear of situation that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Compensation for one month of storage for my two units does not resolve the problem or answer my original question "What was the reason for a double increase in 2 months?" I am not convinced that this increase will not occur in the future, especially because I have not receive a clear and concise response from Uhual. My concern is not just for me, but for other residents in the community, senior citizens, and other people that have not (or are unable) to voice their concerns or outrage with this sudden increase. I want to reiterate that I have never been late with a payment with Uhual despite these outrages increases. However, instead of following up with me directly after contacting them initially with my concerns, a representative called me in July stating that I had a past due bill. Her lack of professionalism and poor customer service skills made me extremely upset and frustrated. She checked her records and realized that she was mistaken. I feel this is a poor representation of how Uhual has been ineffective with handling business and communicating directly with customers. Please f/u with me as soon as possible regarding my original concerns. In addition, to working with the Revdex.com, I am also forwarding my concerns to Mayor [redacted] Jr as this a concern for not just me, but for the other citizens of [redacted], [redacted]. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and answered all her concerns regarding the rate increases. He provided his cell phone number and requested she call him with any further issues or concerns she might come across in the future.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: 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

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: 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 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: 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: 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