J.R.J. Tara Corporation

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

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

Business

Response:

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

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

[redacted], our Field Manager for our U-Haul Company of Tidewater located in Portsmouth, followed up on the information Ms. [redacted] provided. He informed our office a full refund for the truck and auto-transport was issued to Ms. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

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

[redacted], our Executive Assistant for our NW Ohio regional office, followed up on the information Ms. [redacted] provided. She sent him the following email in response:

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Contract number [redacted]. I rented a truck & car tow dolly. The folks at falls road [redacted] (dispatch location [redacted] I believe) did a fine job of hooking up dolly to truck & my car to tow dolly. I left the location & within 1/2 a mile both dolly tires were flat & one was off the rim. The location wouldn't take my call. I tried scores of times. My wife got through once & was told I must have hit a pot hole. That's not possible as the six tires on the truck were fine & the two tires on my car were fine. I find that comment infuriating & the fact they wouldn't take my call infuriating. Also I know I didn't hit a pot hole. I waited approximately 2 hours for roadside assistance to come with two new tires. The old tires were simply dry rotted according to road side assistance. I have contacted customer service three times. I feel I should get a full refund, an apology & a chocolate cake. However what I think is fair is that I receive a refund for the car dolly & the insurance I had on it. Each time customer service has said they will get back to me within 72 hours. Each time they have not.Desired Settlement: As per the above I entitled to, at minimum, a refund for the tow dolly & it's insurance. If Uhaul desires my return as a customer I would like a full & complete refund.

Business

Response:

April 2, 2014

Revdex.com ID#: 9990371

U-Haul Ref#: 557899

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

[redacted], our GM of our U-Haul at Falls Rd. location, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued a refund for the cost of the tow-dolly due to the delay of the breakdown he experienced. The refund in the amount of $186.56 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

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

Sincerely,

U-Haul InternationalExecutive Assistant

Review: I purchased a large U-Haul truck on February 25, 2014 around 5:45 pm. This purchase was for the relocation of a church. We were scheduled to return the vehicle the next day by 6:00pm. At about 5:00pm on Wednesday the key to the vehicle broke into the key slot on the outside of the driver side door of the truck. I called U-Haul to inform them of the issue. They explained to me that I would have to have the key removed from the door, and also replaced because they did not have a spare key. No one was dispatched to my aid. A locksmith came that night to extract the key, and stated that the key was old. This is a $75.00 personal charge to me. The key was mended and taken to [redacted] to have another one made as I was instructed, however; they could not duplicate the key because it had been broken. Subsequently, I had to leave the truck at the start location overnight. I was basically forced to extend my reservation time because nothing could be solved that night. The next morning, Thursday, February 27th, I went back to the truck. A different locksmith was able to duplicate the key. This was another personal expense of $150. After I entered the truck with the new key and tried to crank the engine, it would not start. Again, I called U-Haul's roadside assistance; I waited there for over two hours with no help. I had a speaking engagement and could not wait there any longer. I later received a call that the vehicle had been reported abandoned by someone and the U-Haul drivers came and picked it up, with the church's belongings still in it and took it back to the U-Haul location before the scheduled 6:00pm time. My wife had to then go to the U-Haul location after her work day to try to retrieve the truck. She spoke with an employee, [redacted]. He allowed her to get the truck, but it had a terrible malfunction where she had to stuff a plastic bag under the brake pedal upon parking so that it would not run the battery down. She returned the truck the same night. This in itself was a danger to my wife and others, but she was not asked if another vehicle could be provided or anything. In conclusion, we were charged two rental days instead of one, we spent over $200 to duplicate a key that we will never use again, our truck was taken before our extended contract was up, and my wife was put in danger driving a U-Haul that did not function properly, with the company's awareness. No one came to our aid in this situation. We are not pleased with the service of the Store Manager, [redacted], and the way she (mis)handled our situation.Desired Settlement: We would at least like to be reimbursed the $225 that was spent to remove and replace a key for U-Haul, when the key was old and rusted in the first place. Also, more frequent check should be made on ALL of their equipment to ensure optimal safety (including keys, and vehicle malfunctions).

Business

Response:

April 11, 2014

Revdex.com ID#: 1[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Mississippi regional office, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed their concerns. Ms. [redacted] agreed to issue a refund for the locksmith charge once she has received the receipt.

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 had a propane tank filled at this location by [redacted] ,there where several people waiting to get tanks filled. First of all [redacted] lied about the price of them to be filled . I called the company and they gave me the right price. He filled the tank and yes it was my fought that I left it but with me being a regular customer I thought he would have put it in the back for me. When I went back in on Sunday to ask him about it [redacted] said that he saw it at 1:00 when he got off but he didn't move it. I call to talk to the manager [redacted] about it and he was very ugly about it. He talk to me as though I was not a regular customer at all.

Product_Or_Service: propane tankDesired Settlement: DesiredSettlementID: Replacement

I would like for them to give me another filled tank cause I paid for that tank and for it to be filled with propane.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and was able to reach an amicable resolution. [redacted] sent her a VIP Certificate for $55 in order to purchase another propane bottle and get it filled.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

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

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

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

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

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

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

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

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

$131.20 July

$131.20 August

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $262.40 was issued back to Ms. [redacted]’s credit card, which should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On Oct 30, 2014 we rented a 4x8 foot trailer for our military move. When we picked up the trailer we had concerns since it was the oldest trailer on the lot. When we asked about our concerns we were assured that the trailer would make the long trip from Round Rock TX to Oak Harbor WA. When we stopped in Santa Rosa New Mexico on Nov 22014 to stretch our legs and walk our dog. We noticed that the cap that covers the nut to the axle was off and the trailer was squeaking and the wheel was wobbling I called U-Haul for repair service. They sent out a tow truck from [redacted] who told us the trailer would have to be exchanged. U-haul told him to upgrade our trailer to a 5x8 foot trailer which was too big for the small amount we were taking with us. I called U-haul again and spoke with a [redacted] to see what could be done since we would have to buy new tie down rope since we did not expect to have issues with the first trailer. I did request that [redacted] send a copy of our call and that I needed to talk to a manager about my concerns with purchasing new tie downs and repacking the trailer since I was unable to help due to health issues of my own. I was put on the phone with [redacted] in escalation management and I request from him that I get the call copy sent to me. I explained my concerns with [redacted] and he told me to save the receipts for any cost we have because of the break down of the trailer. He also told me that they had taken care of the crew that was going to repack the new 5x8 foot trailer. The tow truck driver said no one would come and that his son (who looked 16) would help us and pointed me in the direction of a store where I could buy tie downs. In that time my husband unloaded the 4x8 trailer with very littler help he said from the tow truck drivers son. When I got back my husband started to reload the trailer and all the tow truck drivers son did was stand around and watch. After my husband had just about finished I asked about getting the trailer hooked back up to my truck. By this time the tow truck driver was gone and I had to explain how to hook the trailer up to my truck since it was heavier now and couldn't be picked up by my husband. If we didn't have a jack with us the trailer would have never been hooked to my truck. This equipment break down cost us half a day of driving and an extra day in a hotel along with a full weight ticket in Santa Rosa since the military will not reimburse if we don't have all the proper paperwork. My break down No. [redacted]

When we started driving again after getting the new weight ticket I noticed that the trailer was not acting like the 4x8 foot trailer so I called and spoke with a [redacted] to try and talk with [redacted] again about our new issue and again I requested a copy of the call. She transferred me to a manager [redacted]. I also requested a copy of the call. He told me that it's not u-hauls concern if my truck was to get damaged by the new trailer I was pulling. I explained that my Husband had to hook up the 5x8 trailer with no help. [redacted] did get me to a u-haul location that did do an inspection to make sure it was hooked up properly, which it was but it wasn't loaded properly. We did not have enough heavy items to keep the trailer from tugging on my truck. So we had to stay in a hotel in Albuquerque since it was pouring rain and we could not reload the trailer yet a second time to put almost all of our item at the front of the trailer since they refused to give us the 4x8 trailer again.

Since [redacted] told me that the place I was dropping the trailer off at would reimburse us the cost we accrued because of the break down I asked Don the guy who was working when we returned the trailer. He called and spoke to someone at U-haul and in formed us of our claim No. [redacted]. Later that day a [redacted] had emailed me this:

Hello Christopher

we are writing to you to let you know for the break down we can refund $46.60 it is a off the amount of the truck rate. As for the hotel stay please send the receipt to us so we can take a look at it. And for the weight tickets we can direct you over to equipment recovery who can take a look and see if they can help you. The phone number is ###-###-#### they are open at 6am in Arizona time.

I tried to call [redacted] but was told by a [redacted] that she was at lunch. I told [redacted] to have [redacted] call me back. Since I did not get a call back I sent her this e-mail the next morning:

[redacted],

The compensation of 46 dollars is unacceptable. When the trailer was switched my husband had to unload and reload the new trailer with very little help from the son of the tow truck driver. He also had to reconnect the new trailer himself because the tow truck driver and his son had left.

When I spoke with [redacted] one of the escalation managers he told me to save my receipts for any new cost accrued because of the trailer break down. He also did not send me a copy of the recorded calls about this incident even though I requested them every time I called.

Please call me for more details this afternoon since you did not return my call yesterday as requested. [redacted] ###-###-####

I am still waiting for a response.Desired Settlement: I am requesting pay back for extra cost accrued by the break down of their equipment. Also compensation for my husband having to load and reload the 5x8 trailer with little to no help. $80 for the hotel, weight ticket and tie down. A minimum of 1/2 off the cost of the trailer which would be $175, since my husband had to do the work that the repair company and packing personnel the picked where of very little help. Especially since he had to redistribute the weight in the 5x8 trailer a second time since the help did not make sure it was loaded properly.

I am asking for a total of $255 in a refund back to the credit card that was used.

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Austin Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and addressed their concerns. A refund for $175 was issued as an adjustment on their rental along with a refund for $75.49 for their extra expense of a hotel and tie downs. The refund was issued back to their [redacted] account and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Very bad management at the park st location in regina. [redacted], the manager of that location, does whatever possible to NOT do her job.

My experience was: reserved a trailer online; go to puck it up and they have NOTHING on the lot. Waited two hours to get this rusted piece of crap box. They cannot find anything in the system about the reservation with the online printed out confirmation, so they create a new contract and put a deposit down. Droped off trailer the next day, this is one week later and im still trying to pay for the transaction and get the deposit back. Spoke with headquorters in 3 different locations, they still cannot get it sorted.

If theres a way >>> dont go uhaul!!!

We reserved a 26' truck on 5/20 for a move scheduled on 6/29 in the AM. We had all of our friend's schedules cleared to help us and then on 6/23 we came home from an outing in the late evening to find a message from U-Haul that they will not have a truck for us on the date and time we reserved. We called all over and reserved a truck with another company. Then Tuesday 6/25 we received an email that a truck will be available to us at 6:15pm 6/29 thru 6/30 and if we do not cancel our reservation we will be charged $50.00. I called and spoke to someone who transferred me to a manager who then transferred me to corporate. I was livid at this point and proceeded to tell my story again to be told from corporate that it is not their fault that I am not happy. Just because the truck that was promised to us was not on the date and time I wanted does not mean they are at fault and refused to do any kind of concessions for my inconvenience. I would have been happy with my Mother getting a discount on her truck the following weekend as she moved from out of state into my new home and was told no because I am being difficult.

The U-Haul "In Town" location at 2215 5th St NE Washington, DC 20002 has a massive rodent problem. I have seen multiple rats on the premises on several occaisions. Posters on Yelp have already reported/reviewed the infestation. I took photographic evidence of problem and have forwarded this to the Washington City Paper.

UHaul does not deliver what is promiced. Twice this year they did not have the truck I reserved. The first time, I had to drive a 17 foot truck when I requested a 10 foot one. The second time the cargo van I reserved for 2 days was not available and there was no other truck. This totally screwed me over. NEVER again will I use UHaul and I will advise everyone I know to go elsewhere.

This company is a joke, I reserved a truck with them for a specific location and time my reservation was moved 4 times in 3 days without the company notified me and without my consent. I called customer service to complaint about the issue but, they acted like it was my fault. I will never use this company again.

This is a copy of an email I sent Uhaul, it explains everything:
1. I have many complaints with our recent experience with Uhaul. I will start at the beginning. On February 24, 2014 we rented a 26’ moving trailer. On the contract was also an auto transport and furniture pads. We rented this vehicle from J&M One Stop Shop at [redacted]. On the day we picked up the trailer, we did not pick up the auto transport, nor did we sign for the auto transport, although we paid for it. That same day some friends agreed to let us store our vehicle at their house, thus eliminating the need for the auto transport. I called Uhaul customer service that day, and asked if it was too late to cancel the auto transport because we no longer needed it. I also said if it was too late we would still take it. The woman who I spoke to said that was fine since we hadn’t signed for it, and our money ($109) should be back in our account within 3-4 business days. It is now March 9, and no money has been returned.
2. Now, Mobridge is a small town, and I personally know the owners of J &M One Stop Shop. They informed me they had to travel 2 hours to pick up our Uhaul moving truck the evening before we picked it up. We picked it up February 24, drove it to our home 2 miles away, loaded it with all of our belongings, and drove it approximately 3 miles to our friend’s home where we were going to be staying overnight before we left town the next morning. The next morning my husband started the moving truck and let it run for a while before driving off (temperatures were below zero). In the half hour he had it running, it did not warm up and he saw there was fluid below the truck. We found out later that the radiator was leaking and needed to be replaced and the thermostat needed to be replaced. He immediately took it back to J & M One Stop Shop, fully loaded. This was before 10 am. Now, while I cannot prove it, I have spoken to people who work on similar vehicles, and they say it is highly unlikely that the owners of J & M One Stop did not know that something was wrong with the radiator during the 2 hour drive from wherever they picked it up. (It was below zero on Feb 23 as well.)
3. Now, after we dropped the Uhaul back off, we talked to roadside assistance about what our options were. We were dealing with [redacted] at roadside assistance, extension 860430. We were informed that the nearest place to fix our Uhaul was in Aberdeen, SD, approximately 2 hours away, the Uhaul would be towed and arrive there by approximately 3 pm. We placed personal items from our personal vehicle into the moving truck so we had room to travel with six people and a pet. This was before noon. Coincidently…. The only place that tows in Mobridge is J&M One Stop Shop…… [redacted] also informed us that if we needed a hotel we could stay in one, and Uhaul would pay that expense, however we opted to stay at our friend’s house. We have a family of six, and we thought we would be more comfortable there, while also saving Uhaul money. [redacted] also informed us that day that our contract would be extended by however many days the Uhaul was not working.
4. The following day (Feb 26), we were informed that the Uhaul did not arrive until after 5pm in Aberdeen, so the mechanics were unable to look at it the previous day. They determined that the radiator and thermostat needed to be replaced. They had to order the parts because no one in Aberdeen had them available, and it would not arrive till around noon the next day (Thursday Feb 27), and then would not be ready for pick up until several hours later. As a result, [redacted] checked with a supervisor, and told us we had two options 1) We could have the Uhaul towed to our destination, but we would be responsible for the full payment, Uhaul would not reimburse us any money, or 2) we could wait until the Uhaul was fixed, pick it up and drive it down ourselves and be reimbursed the full amount of the Uhaul. We opted for the second option because we wanted our possessions to be in our own care, and since my husband was already going to be missing several days of work, we would at least be getting some money back to replace what he was losing in wages.
5. Finally, late afternoon on Feb 27 the Uhaul was ready to pick up. We waited until the morning of Feb 28 to pick it up because we would not arrive to our destination until late that night, we would not have help unloading the trailer anymore that day, and with 4 small children, it seemed prudent. We also could not get to our beds and bedding due to the fact they were in the front of the moving truck and would have no place to sleep. We also were told our contract was extended, which meant we had a few extra days. Our contract originally ended on Feb 27, but would have been extended until March 2 because of the days lost. So we picked up the trailer on Feb 28 around 9:30 am and drove to our destination, unloaded quickly, and had it dropped off that same day at Pack & Ship, 101 W. 2nd St, Yankton, SD, around 5 pm that evening. We had the Uhaul in our actual possession for less than 36 hours total.
6. On Monday, March 3 we were surprised to find out that our contract had not been extended, and we were being charged $114.48 for a late fee, in returning our Uhaul late. This was withdrawn from our account the next day. Upon talking with customer service, we were also informed that we were not getting reimbursed any money for the trailer rental, even though this was promised to us. So now at this point, because of promises given to us by Uhaul, Uhaul owes us : 738.82 for the uhaul rental and auto transport that had not been reimbursed yet
+ 114.48 for the overage that we never should have been charged
853.30 total
Now, we have four small children, all of our food and possessions were in the Uhaul, and we were stranded for 5 days with just one change of clothes. My husband was missing work at a new job, and we were made promises by Uhaul and made decisions based on these promises. Now, they are saying these things were never said, and if they were [redacted] never should have said them. However, [redacted] did say them, and promises were not kept.
7. We have since been in contact with MANY MANY people at Uhaul trying to get this resolved. Most people will not help or give us the runaround. I have talked with Stephanie at the Fargo Executive Office 701-293-5266. She agreed to reimburse us $400 for everything. This amount has been placed into our checking account. However, this is not even half of the amount that was promised to us. She later told us she found the $109 for the auto transport and that would be replaced as well. However, this has not been placed into our account yet. So by my calculations Uhaul still owes us: 853.30 total
-400.00 which has been reimbursed
453.30 which has not been reimbursed
We told several people that we got these promises from [redacted] with roadside assistance. They said they cannot find him and do not even know he exists. I proceeded to attempt to contact [redacted] for his help in confirming these matters, and while I was unable to contact him directly (it was his day off), I was able to contact his supervisor, Lori Gillis at extension 860330, who confirmed he existed and said she would listen to the recordings and do what she could to help. If I can find [redacted] how come the Executive Office cannot?
8. Also, when calling Uhaul’s customer service line, you are informed “In order to keep our promises to you, we are recording this conversation. You can request a copy of this conversation.” Since ALL conversations are recorded, we have been requesting copies of ALL conversations we have had about all of these matters. We have requested them all week, with every phone conversation we have had, and also by email. Thus far the only recording we have received has been the initial report with [redacted] about the Uhaul breaking down. That’s it.
9. Now to conclude, promises have NOT been kept, most people we have been in contact with have not been helpful. We made decisions based on promises made, and have lost several days wages because of it, not to mention the inconvenience and money it cost and friends us by having to find a place to stay with no food or belongings with a family of six. I want to inform you that a copy of this is being sent to the corporate office in Phoenix, AZ, the Revdex.com, Attorney General’s Office of the State of South Dakota and anyone else I can think of to help speed this process. Also, don’t underestimate word of mouth by unhappy customers. Most people we have talked with about this have stated they will no longer be using Uhaul in the future. Also, we have been loyal Uhaul customers in the past, and it will be unlikely if we ever use these services again. Thank God we did not have to get a hotel, because I feel we would most likely not see that money either. Thanks for your time.