J.R.J. Tara Corporation

Review: I sent the below letter to U-Haul on 8/16/14 explaining the incredibly bad customer service I received. I stated in my letter that I would not contact the [redacted] because I at lease expected a response back. I have not heard anything back from U-Haul. Apparently even at the corporate level they do not care about customer service.

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I’ve just had the worst experience of my life in dealing with a business. Before going into the details of my experience I would like to say that I’ve been a loyal customer of U-Haul for many years. I’ve had every hitch on my vehicles installed by U-Haul, rented trucks and trailers and have always had a very positive experience. Up until now that is.

On 7/30/14 I personally stopped into the [redacted] NY, [redacted] U-Haul and made an appointment for 8/7/14 to have a hitch and wiring installed on my brand new 2014 Pathfinder (2 weeks old). I received a call 2 days before my appointment saying that my appointment had been moved to the following day due to a scheduling conflict. I know there wasn’t any conflict when I originally made the appointment because another U-Haul location confirmed I was booked first. I called around to see if another location could do it on the original scheduled day because I had arranged time off from work and a ride. No other location could get me in so I decided to go with the new appointment on 8/8/14 at 2:30 with the [redacted] location. I had to re-arrange time off from work however I could not line up a ride so I figured I would wait.

I arrived for my appointment on 8/8/14 at 2:30 PM. I was made aware by the mechanic doing the wiring that during the wire installation my left tail light stopped working properly. I waited until 7:00 PM at which time I was told they did not know what the problem was and that I would have to take my vehicle into the dealer to have the problem fixed. Before leaving [redacted] (asst manager) wrote a letter stating that when I arrived the left tail light was in good working condition, and that I would not be paying the invoice until I have assurance that U-Haul would be paying to fix the damage caused by the mechanic to my vehicle. We both signed and dated the letter. I was told to come back the next day to speak with the general manager as to how to proceed to complete the installation and return my car back to proper working condition. I left U-Haul that evening with the wiring installation not completed and my vehicle damaged after waiting there for 4.5 hours!!!

I came back the next morning 8/9/14 and spoke with [redacted] the general manager. [redacted] was very uncooperative from the beginning of our conversation. Never once did he apologize for the botched installation or for my inconvenience. [redacted] was only focused on one thing –that I pay the U-Haul invoice in full. I told him I wasn’t going to pay for a service that not only was uncompleted, but also damaged my vehicle. I left and made an appointment with my dealer to have my vehicle fixed. After I made the appointment I called [redacted] back to let him know of the appointment and that I would be back after my vehicle gets repaired to pay the U-Haul invoice and to also submit the dealers invoice for the repairs so that we could start that process. He became enraged and started yelling over the phone that I need to come back in right now and pay his invoice in full. I asked him to please stop yelling, he did not, so I hung up on him. He called back immedialy and left a message stating that if I was not back to pay his invoice in full within one hour of this message he was going to call the police and have me arrested. I immediately drove to the [redacted] police station to talk with an officer. The officer re-assured me not to worry and that I would not be arrested. The officer offered to stop by and talk with [redacted] to let him know I would be back to pay his invoice after I determine what the damages to my vehicle were. The officer called me later that day saying he did stop by to talk with him. [redacted] insisted to the officer that he wanted me arrested, however the police officer informed him that wasn’t going to happen. The officer suggested to me that I have a police officer present when I return.

My vehicle was at the dealer for two days because they had to order a part. As a result I was without a vehicle for two days and had to depend on other people for rides to and from work. This was a great inconvenience to me and the other people I had to depend on. The dealer also had to remove all the wiring that U-Haul installed due to improper installation. At that point I did not want U-Haul to touch my vehicle again so I paid to have the dealer install the wiring (on a separate invoice not submitted to U-Haul for reimbursement). As promised as soon as my vehicle was fixed my wife and I headed over to the [redacted] U-Haul location to pay the U-Haul invoice (minus the wiring charges) and to submit the dealers invoice to fix my vehicle. Along with a police escort.

I would like to share a positive point. I had called around to other U-Haul locations because I wanted to find someone other than [redacted] I could work with at U-Haul. I eventually got connected to a regional director named Katie. Not sure of her last name. Her phone number is ###-###-####. She made the process of me getting reimbursed for my damaged car incredibly fast. I cannot thank her enough for all her help!!!

I was seriously thinking of contacting the [redacted] to fill out a complaint, however I decided against it. I feel U-Haul as a whole is still a good business and I would not want to hurt the other indivual U-Haul locations that actually do care about their customers. However with that said, as long as [redacted] remains at the [redacted] location I will never step foot in there again. I will also advise all my family and friends to avoid that location as well.

In closing, [redacted] the general manager at [redacted] came across to me as a very unstable, unreasonable and hot headed person. It is pretty obvious to me that he is not suited to be in any type of customer service position and should not be allowed to interact with U-Haul’s customers.Desired Settlement: Would be nice to at least get an apology. Some money credited back due to all my inconvenience and the stress with the threat of being arrested would also be nice.

Business

Response:

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

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

Good afternoon Mr. [redacted], I am writing to you in regards to the recent [redacted] complaint you issued. We did speak throughout this process, I was the representative that processed your refund and handled your complaint. I do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd Center. I did take note of your complaints with the General Manager at that facility and the Marketing Company President did handle the situation accordingly with him as well, your complaints about him were not ignored. We have already refunded you the cost of the repair and we only charged for the hitch you kept along with the hitch installation labor and the warranty. All of this was agreed upon in our conversations. We cannot extended anymore refunds but I can offer a $50.00 VIP which has been emailed to this address. This gift certificate is valid for 2 years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and more. This can be used in any U-Haul Center in Canada or the USA. Once again I am sorry for all the issues and conflicts that arose from the initial install and your complaints in regards to the General Manager have not been ignored. Thank you, [redacted] Executive Assistant U-Haul Co. of Western [redacted] Office ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Review: On April 10th, 2013 [redacted] used my [redacted] card for a deposit on a Uhaul moving van. [redacted] didn't return it within the 24 hours. He called May 11 and extended the rental and said he would cover the expense. I called the local uhaul on the 12th (I spoke to [redacted] [sp?]) to state [redacted] is responsible for any charges besides the deposit. [redacted] stated she would remove my information from the transaction and I would not be billed. The contract with Uhaul clearly states "DO NOT RUN CARD! NOT AUTHORIZED BY CARD OWNER". On April 30th Uhaul charged $516.53 to my account. I filed a complaint with [redacted] bank on May 2nd. Uhaul has failed to respond. The local Uhaul referred me to the national customer service line ([redacted]. I called them May 9 to file my complaint (#[redacted]). I made a follow up call on May 13 to [redacted] She was terse, telling me I wouldn't get my money back and also told me repeatedly (about five times) that I need to find a new boyfriend. Uhaul has not reversed the charges and has not responded to me or my bank. Uhaul was not paid by their customer ([redacted]. Uhaul did not have my authorization to use that bank card. I want the charges to be reversed.

Business

Response:

May 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] concerns to our office.

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms. [redacted] provided. He relayed that Ms. [redacted]’s [redacted] card was swiped at the counter at the time of rental. As promised, our U-Haul Center did not charge the card at time of return. Mr. [redacted] never returned to our U-Haul center to settle the rental fees. The contract was placed on a Promissory Note and sent in for collection. If a credit card is on file with the contract, our collections department will attempt to charge the balance on the card, which is what was done with this rental. Mr. [redacted] asked we relay his apology for the inconvenience and that he is willing work with Ms. [redacted], however, before we can issue a refund to her credit card account, we need an alternate form of payment to cover the rental. Ms. [redacted] chose to allow Mr. [redacted] to use her card for the U-Haul rental. Either of them can contact Mr. [redacted] with an alternate method of payment in order to credit Ms. [redacted]’s credit card. He can be reached at ###-###-#### or direct at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation online reserving a ubox which was to be picked up on 01/30 at the Henderson, NV location, filled with my belongings, returned to the Henderson location and then shipped within 11 buisness days to Cape Girardeau, MO. I received the ubox, filled it with my belongings and returned the box as instructed. I then began waiting for notification of arrival to the Missouri destination location. After 15 buisness days (not hearing anything), I began calling the destination location, who stated that there was no ubox yet and that I should check back. After a week or so of doing this, I called the Henderson, NV location who stated that they still had the ubox and IT HAD NOT SHIPPED. I spoke with the general manager who expressed some confusion as to why the ubox had not shipped although THE ONLINE RESERVATION CLEARLY STATED THAT THE UBOX WAS TO GO FROM NEVADA TO MISSOURI IN 11 BUSINESS DAYS. I HAVE DOCUMENTATION OF THE ONLINE RESERVATION AND ALL THE TIMES I CONTACTED UHAUL. Then, on top of all the horrible customer service and broken agreement, I WAS STILL CHARGED FULL PRICE!!!! Unacceptable!Desired Settlement: I would like a SIGNIFICANT discount as well as an apology. I'd hate to inform everyone I know of the horrible service and broken agreements Uhaul provides via social media.

Business

Response:

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Russell Rd., followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for communication problems concerning shipment of the U-Box. He agreed to refund $20 per business day delayed on shipping. Ms. [redacted] accepted the resolution and both will be back in contact after the box arrives to calculate 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: I have rented 2 U Boxes from this location sinc July 2012. I was told the contract required me to be on auto payment. On June 6th I called to have the boxes moved to my new lcoation July 1 2014. I was told that if I didn't have the boxes moved before the 1st I would be charged another month rent. After negotiating with my new location the drox off of the boxes a day before I was to move in, I called U-haul back to reserve them for June 30th. I asked for a late day drop off. On June 30th I was charged for the drop off of the boxes and another FULL month rental. The woman from U-Haul said she would ask her manager to credit the rental back. I then checked my account and they (U-Haul) had taken the drop off fee and another full month rental out of my account. I called back to ask why they would take the money knowing they were dropping the boxes off on the 30th? They advised They will credit my account back on the 1st when the pick the boxes up. I called customer service to voice my concern and to have the money immediatly credited back but they transfered me to their traffic office. The person in traffic(Shaila) the only resolution could come from the corp store manager [redacted]. I called again spoke with [redacted] who said she didn't have to credit me anything per my contract. My concern is they did not explain when or why I be charged a full month rent when the boxes were dropped off before the 1st. The refusal to credit my account back caused me to not be able to rent a actual rental truck from their [redacted] location. They didn 't not explain that had I moved the boxes on the 29th the monthly rental would not apply. They have horrible customer service skill and do NOT listen to their customers or work to negiate customer sevice. Their corporate customer service rep had no idea how to escalate my concern and only advised of what their process is. Do not use [redacted] U-Haul if you want good customer service

Product_Or_Service: u boxDesired Settlement: DesiredSettlementID: Refund

My request with the store manager was to credit my account back immediately because I had no additional money to pay for the trunk rental at the [redacted] location and because the pick up of the boxes was scheduled for July 1st. She refused and said she didn't have to give me any credit per their policy or contract. As a consumer you are not made aware of all company polocies. I followed what was recommened by [redacted] to avoid being billed for July.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund per her request.

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: The vendor installed a tow hitch and in the process caused damage to my vehicle, both visible and hidden. The vendor did not fix the damage, nor did they inform me of the damage. I identified the visible damage when I picked up my vehicle and discovered the hidden damage later when I had the visible damage repaired.

In addition, the vendor changed the scope of the work and then claimed that this was a discount.

When I claimed the full price of the repairs, the vendor's insurance company informed me that they will pay for the damages but deduct the supposedly discount of around $100.

FYI - since the hidden damage involved exposing electrical wires, over time this could have resulted in major further damage to my car's electrical system, including a fire that could have destroyed my car or, worse yet, my house if my car was parked in my garage at the time.

In all my dealing with [redacted], the manager at this U-Haul location, to address this issue, he used delaying tactic and mis-information. He kept telling me that he needed his supervisor to approved this and that he could never "get through" to his supervisor but that he would "try first thing in the morning".

For 2 weeks he told me that all I needed was one quote and he would refund me - then he changed his tune and informed me that I needed two quotes and have to work through his insurance company. It was very consistent with delaying tactics and trying to get me to just go away.Desired Settlement: I want the following outcomes.

1. A full refund of the repairs. This amounts to $490.52 for parts and labor plus $12.95 for a bottle of paint to fix scratches they caused.

2. An apology for damaging my vehicle, for not fixing it and for not informing me of the damage.

3. A payment of $100 to pay for my time and expenses in finding quotes to repair my vehicle, spending time on the phone and on email to deal with this issue.

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]r, a claims adjuster with [redacted] Company, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and was able to reach an amicable resolution. A check for $462.52 has been issued.

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

Sincerely,

Executive Assistant

U-Haul International

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.

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.

Review: To Whom it May Concern:We recently moved from Burlington, Vermont to Madison Wisconsin in May of 2012. In order to move our belongings, we contracted with U-Haul Moving Company to rent one U-Box shipping container, which we arranged to have picked up from our house in Vermont on May 17th and delivered to Madison sometime on or before our move-in date of June 1st. U-Haul has a policy that their U-Boxes will ship within 7-10 business days of pickup. We were aware of this policy and therefore arranged for the pickup on the 17th, which would give plenty of time to get the box to Madison before June 1st. The U-Haul office in Burlington, meanwhile, assured us that there was no problem and the box would arrive within the guaranteed time frame. The reason we are writing is because U-Haul violated this contract by delivering the U-Box to Madison on June 5th, and not delivering it to our house until June 6th. The late delivery was a significant burden for us both financially and logistically, as we had planned very carefully to have a June 1st move-in date, and were left essentially without belongings for almost 1 week. Not only did U-Haul fail to deliver our U-Box on time, they have also failed to rectify the situation to our satisfaction, despite our numerous lodging complaints and attempting to seek redress. Moreover, we have been extremely frustrated by the customer service of U-Haul; throughout this process we were repeatedly unable to reach U-Haul management by telephone within reasonable timeframes, were continually transferred from department to department without anyone accepting responsibility, and were told numerous times that someone would get back to us and then were completely ignored. We are writing to the Revdex.com now because we have been unable to get any sort of a satisfactory response from U-Haul. Here are the details of our complaint: the U-box we used was picked up from our home in Winooski, VT on May 17th. Given U-Hauls 7-10 business day window for shipping, the box should have arrived in Madison no later than May 31st. On May 31st, we called the U-Box office in Madison, and we were told that they had no idea where our box was or when it would be delivered. In addition, we were placed on hold 5-6 times throughout the process waiting to speak with a U-Box specialist, who we were told could give us more information than the regional offices. Only on one occasion did we actually get connected to a U-Box specialist within 20 minutes of being on hold; the other times we ended the call because the wait time was excessive, or we were disconnected. When we finally did get to talk to the U-Box specialist, we lodged a formal complaint with him, which he verified via Email. Several days later, we received a call from the Burlington U-Haul office offering us $45 off of our next U-Haul purchase as recompense for the delay. Considering that we spent over $1,500 on this affair, and frankly have no desire to use U-Haul again after this experience, we were not satisfied with this offer. We continued to try to reach upper management at the U-Haul company, and were told on many occasions that someone would get back to us, which has simply not happened. Finally on June 18th after being sent from department to department, office to office, being told on several occasions that someone would get back to us, remaining on hold during various calls for 20 minutes or more, and hearing no response, we got through to a woman named [redacted] at the Chicopee Massachusetts Regional Office. We explained our situation to her, and indicated that the issue seemed to fall on the U-Haul shipping department who did not honor their 7-10 day time guarantee. We were told by [redacted] that U-Hauls shipping department is contracted separately through an outside company, FitzMark, which is not part of U-Haul. Therefore she indicated that we could speak with FitzMark directly, but that U-Haul would not be able to compensate us because it was not their responsibility. We never contracted with FitzMark, we contracted with U-Haul. We asked [redacted] if we could speak with a manager, she said that she could take down our contact information and someone from U-Hauls managing company would get back to us. It is now the 9th of July and we have not been contacted. We dont know what else we can do as customers, which is why we have turned to the Revdex.com. We appreciate your assistance in resolving this trying circumstance.Desired Settlement: We would like to be offered a reasonable monetary refund from UHaul for delivering our belongings 5 days later than contracted. Considering that we spent $1320 for the shipping component of this service (please see attached contract), we would like to see at least a 30% refund off of that portion of the bill.

Business

Response:

July 17, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. She informed our office she sent an email to Ms. [redacted] requesting a call back to obtain her correct mailing address in order to issue her a refund for the delivery fee and first months rent, totaling $208.42. She hopes to hear back from Ms. [redacted] soon.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

Review: The response on June 6 to Revdex.com complaint #[redacted] was that a refund would post to my credit card account. The credit has not posted as of July 9.MESSAGE FROM BUSINESS:June 7, 2012Thank you for your concern for our customer Mr. Nelson.Ms. Sakiya Reddick, our Executive Assistant for the U-Haul Company of Eastern FL, previously followed up on the information Mr. Nelson provided. She informed our office she issued a credit for $48.45 as a fuel reimbursement back to his Visa account. The credit should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria PalmisanoExecutive AssistantU-Haul InternationalDesired Settlement: Refund as stated of $48.45

Business

Response:

July 17, 2012

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

Ms. Davina Bean, Senior Staff for the U-Haul Company of Eastern FL, reviewed the information Mr. [redacted] provided. We apologize for the delay in processing the credit as promised. Ms. Bean assured our office she had issued a refund for $48.45 back to Mr. [redacted]'s Visa account, which will post on his next credit card statement.

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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a Van from U-Haul [redacted] on [redacted] ( [redacted] ) they were very nice but...the lady asked if we wanted quilts or blankets with the van we said we have our own... she then said we have them its " FIVE DOLLARS A DAY FOR 6 BLANKETS .." I told her we only needed 4 blankets same charge.. that wasn't the problem.. so I decided to take 5 blankets to be safe she gave me exzactly what I asked for ( 5 BLANKETS ) THAT'S all we took.. the next day I returned the Van like we got it almost full a few gallons short for which we paid 5.50 a gal.. not a problem then when I got my bill I noticed they charged me 20 dollars for a missing blanket I called [redacted] and told him we only took 5 and returned 5... he said he was just billing me for 6 because the contract said 6 which is automatic.. I told him we only took 5...we went thru the run around and I he said it was 10 dollars a day for 6.. I told him she told us 5 dollars a day and that was that.. I took 5 blankets she handed them to me and my wife and I stood right there when she did..anyway they tried to bill us for a blanket we did not receive.. its not a money issue her its we are being billed for something that didn't happen and one other thing folks be very cautious when you rent from U-Haul here..it was very expensive and you can rent for about half the price they charged at other places like [redacted]...tho they were very nice they did not know what the other hand was doing as a result we were over billed... once again its not the money its the principal...

Product_Or_Service: Rented Van & blankets

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

According to [redacted] at this location he said they would refund us 10 dollars I got tired of trying to explain to him about what was actually givin and what was actually said about the rate... him and his wife were not on the same page and I feel that everyone should check their invoices when doing business here...

Business

Response:

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office located in [redacted], followed up on the information Mr. [redacted] provided. He informed our office due to any misunderstanding that may have taken place between Mr. [redacted] and our U-Haul dealer, he sent Mr. [redacted] 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: I rented a 10' truck from Uhaul of Allentown PA on January 11, 2015. I received the vehicle with a fuel tank showing 7/8 full on the gas gauge. I drove the vehicle 7 miles. Stopped at a gas station to replenish the fuel used (just over 1 gallon). I returned the vehicle after hours and followed the return procedure properly. Prior to leaving the vehicle I took a dashboard picture with my phone showing the ending mileage and fuel gauge at 7/8 full.

I received an email receipt on January 12, 2015. I was billed and additional $16.00 for fuel. The Uhaul representative said I returned the vehicle with 3/4 of a tank. I told the representative I have a picture of the dashboard to prove I returned the vehicle 7/8 full. The location nor Uhaul Corporate have been cooperative in resolving my dispute.

Business

Response:

January 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northeast Pennsylvania Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] offering his apology and explained he had issued a refund for $16 back to his [redacted] account. 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: I called U-Haul approx two weeks ago to make a reservation for a moving truck as we are closing on our new home and selling our current in 2 days. I was on the phone with the gentleman who was very nice for quite awhile trying to find a truck in the size and for the date I wanted. We finally were able to and confirmed a 17 foot truck would be picked up in Harwinton, CT on August 3rd used for 3 days and the dropped off on the 6th in Suffield, CT. I have all the emails and receipts from that purchase as well with a confirmation. I went online yesterday to confirm and checkin for my reservation which I did and was confirmed again. Today, I got a nice call from uhaul of Orange Connecticut, well over 55 miles away and over an hour and 1/2. After calling the more than rude supervisor, she said that they get their truck verifications the day before and that this was the closest truck to me. Obviously this is not the truck I booked and I told her that and she said it was hosed things worked and was policy. When I asked if there were any other trucks in the whole state, smaller or bigger than mine she informed me that there was nothing left in the whole state of CT! When I questioned her about why I made the reservation in the pickup location I chose I the first place and why it was not going to actually be there she hung up on me. So, I called back and they informed me that I would get a 40 mile credit and that that would make everything better, well that location is 57 miles from me one way! She told me that it does not matter what I book online in terms of pickup and drop off location because the day before they will just assign the "closest" truck to you even if it is half way across the state. They had no problem taking my money yet I paid them for a service and product they could not provide to me . I have to use the truck as I am moving and have no other choice but I will never use them ever again and would like a full refund due to their bait and switch and not honoring our contract and agreement.Desired Settlement: I would like this resolved and a full apology ASAP. Also, their customer service folks need to go back to school and not hang up on actual customers. At no point did I swear or use fowl language on that call

Business

Response:

August 9, 2013

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

[redacted] the Executive Assistant in our Orange CT Regional Office tried reaching Mr. [redacted] by phone so they could discuss his concerns. Ms. [redacted] left a message asking for a return call. She can be reached at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

no one has botheredto call me at all, I have received no voice messages from anyone at all. My number is ###-###-####, please tell them to call ASAP.

Regards,

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of CT, reviewed the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] but reached his voicemail. He left a message with his cell phone number and requested Mr. [redacted] call him back in order to personally address his concerns. Mr. [redacted] hopes to hear back from him soon if not already.

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.

Much like Uhaul's first response, or lack thereof, I have not received any calls or VM's at all. This is the 2nd time uhaul has said they have left me a VM and are lieing. I would be glad to speak with and quite frankly am waiting on their call but again, they are lieing when they say they have left me a VM. Again, the only phone I own that they can reach me on is ###-###-#### and if he does need to leave a VM and misses me can do it there. I will gladly call back if I am not available.

Regards,

Review: I received a text message from U-Haul directing me to drop off the truck I rented at the 910 [redacted], [redacted] location. When I arrived at the location indicated, an employee wearing a U-HAUL jacket, told me to leave, he didn't want to take my truck and he didn't have to accept it. Since I had received a text from U-Haul specifically directing me to this location, I was confused and called the U-Haul Customer service Center. During the 28 minutes I spent on hold in an attempt to find out what was going on, the U-Haul uniformed employee became agitated. He approached me while I was sitting in the truck on hold and repeatedly called me a " [redacted] because I would not drive out of his lot without knowing where I was going. Finally, the Customer Service Center directed me to a second drop off location.

At the end of a challenging move the LAST thing I need is to get repeatedly cursed at by U-Haul location owner absolutely unconcerned with customer service.

Being cursed at and insulted by someone wearing the U-Haul brand is patently unacceptable business practice and is utterly appalling. I am stunned that U-Haul condones this type of behavior towards customers with ZERO repercussions. As a customer, it means absolutely nothing to me whether someone is a "dealer" or at a Center. It is a meaningless distinction if the person is wearing the U-Haul brand.Desired Settlement: 1. To receive a letter from U-Haul, indicating what concrete actions are taken to preclude this operator from behaving this way towards future customers.

2. A substantive adjustment from U-Haul for my rental charges.

3. A meaningful written apology from the rude U-Haul location owner.

Business

Response:

April 4, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Northern**, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced.

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

It would be informative, and somewhat reassuring to know what concrete action is going to be taken with respect to the rude location employee. It would be nice to know real action was taken beyond simple platitudes and a $50.00 certificate.

Regards,

Review: I reserved a 6x12 utility trailer with a credit card to be pick up on the morning of 11/10/12. when I arrived at Uhaul they took my info and I paid for it and went to the back lot and as I did I saw the trailer that I had reserved being pulled out by another customer. One of the Representative came up and pointed to an enclosed trailer I told him I was suppose to be getting a utility trailer and he said I needed to go back inside. I went back inside and spoke to one of the representatives and they told me that the enclosed trailer where called utility trailers. I told them that I wanted on not closed in and they said that my reservation was for a utility trailer and that was the closed type. After we battled back and forth about what I had ordered they said they did not have one but one was available at another location so they made the reservation. when the gave me the reservation form it said 6x12 utility trailer and I said that is what I ordered and the guy started back pedaling and stuttering. I noticed a sign on the wall that said they guarantee to have the right equipment reserved or $50 back I asked about this and the guy said he would have someone call me back today. I left and got my trailer from the other location. On 11/15/12 I called Uhaul customer service and spoke to a woman and informed her of my complaint. She told me that the store where I was suppose to call the day before my scheduled pick-up and confirm my equipment. but no one ever did. and she stated that since no one call me to confirm that the guarantee was not valid. That is crazy because the all they have to do is never call and then they would never have to honor the guarantee. she told me that she could forward my complaint to upper management and they would email me by 11/1912 but no one has contacted me. I feel they should honor their guarantee and give me $50 since they did not have the trailer that I had reserved with a credit card.Desired Settlement: $50 because they should honor their Guarantee. It's not my fualt they did not call to confirm and then they tried to cover it up and make it my fualt.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of East Sacramento,

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

office she sent Mr. [redacted] an email offering her apology for the

inconvenience he experienced and also advised him of a check she

issued him for the $50 Reservation Guarantee Fee. He should receive

the check within the next 10 business days if not already.

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!!!

Review: We reserved a truck (conf # [redacted]) on 11/10/12 for a 17' moving truck to be picked up at the Brockport location on 12/1/12 at 9am. We got a call today that we are getting a smaller truck, have to pick it up in the Greece location at 3pm. This is completely different from the reservation we made. They are only changing the location & size of the truck to make us have to travel longer distance & make more trips thus making more money because it is 99 cents per mile. When we challenged the changes they said there must have been a "glitch" in the system and what we reserved was not available? When we tried to cancel the reservation they said we couldn't.Desired Settlement: We want what we reserved, the 17' truck in the Greece location at 9am on Saturday 12/1/12! We reserved the truck 21 days in advance. We got no notice when the truck was reserved that they could not honor the reservation until today when they called just days before we need it.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Western NY, followed up

on the information Mr. [redacted] provided. He informed our office he

spoke to Mr. [redacted] and offered his apology for the inconvenience he

was experiencing and explained we had a 20-foot truck that had just

arrived and would be available at the same rate, for the time he

requested. Mr. [redacted] relayed his appreciation for the call.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: Made a RESV. to rent the smallest truck from U-Haul for Saturday 2/28/15. Oh. By the way I had a milege issue with U-Haul they said I went 73.0 miles, when I know I went less. When I rented their truck, this is my pattern: 1) to my residence [redacted], from [redacted],their location,1.7 miles, Than to bank from my location .7 miles, than to [redacted] in city of [redacted]. 6.6 miles, to dump the load from the truck. Than I returned the truck back to their location from [redacted] which was 5.2 miles. My dispute is that they overcharged me for their services. L.B.

Product_Or_Service: Truck 10'

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Deduct it from the right milege amount. L.B.

Business

Response:

March 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he made two separate attempts to reach Ms. [redacted] but has not received a return call. He would like the opportunity to personally address her concerns in order to reach a resolution. He did mention he found no odometer discrepancies after checking previous rentals and rentals after hers in addition to the return and dispatch tag.

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 U-Haul. I called my insurance company and they told me that I should purchase the insurance U-Haul offers. I purchased the insurance, drove to my house parked the truck and began loading it. I loud sound was heard outside, I went out - a large branch had fallen on top of the hood of the truck. We looked at it, a small scratch was all the damage we saw - we chain sawed the branch and continued loading the truck. The next day when we were unloading the truck, we saw that when the branch fell - it made a 12 inch (approx.) hole in the roof. I was very relieved that I paid extra for the insurance! When I returned the truck the manager ([redacted]) said "The insurance does not cover anything from the orange line up". I argued that was never said when I bought, but he was firm. I asked him to have someone call me - 2 days later I got an email and they charged my bank account for the repair. I immediately began trying to contact U-Haul and their insurance RepWest - no one called me back _ I made 18 calls and NO ONE Called me back. The only thing I can locate about exclusions above any specific area are if I collide with something overhead - I didn't as the truck was parked.Desired Settlement: Refund $166 charged for damage, and at this point would like the rental refunded also - too much stress and worry caused by a very suspect practice!

Business

Response:

August 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $159.48 was issued back to Ms. [redacted]’s Visa account on August 23rd and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The UHAUL trailer we rented had wiring issues that caused our break lights in our truck to stop working suddenly, after multiple phone calls they promised that a representative would come take a look at our truck and have a mechanic fix the issue, after waiting EIGHT days, they finally answer their phone and tell us that the trailer is fine, it has been rented twice, since the trailer works, they will not look at our truck now.

The night we rented the trailer, a rep from the Uhaul in Shawnee, OK came hooked up the trailer and confirmed everything was working properly, once we got the trailer home and packed up all of our belongings we notice the break lights would not work for our truck or the trailer, we had a technician come out around 3 a.m. and he told us both that the trailer had a bad ground, because it was the middle of the night he couldn't get the part he thought our truck needed so he told us to buy it and replace it, if that didn't work then to call uhaul again and them come out again to take a look. They kept giving us the go around, the part we replaced which was a break switch, did not fix anything, after this point they said they would have a new trailer and a moving crew at our house to help us get everything into the new truck, after waiting TWO days and no phone call, we take the trailer back and get our refund and pay family members to help us move to Arkansas. It has been NINE days since this nightmare and no resolution.Desired Settlement: I would like UHAUL to keep their word and fix my truck because their product is what caused the problem.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Oklahoma City regional office, followed up on the information Mrs. [redacted] provided. He spoke to Mr. [redacted] and got him into a U-Haul location to have his vehicle checked. Our GM of the U-Haul location found a broken wire and was able to make the repair.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The action has already been completed, my husband and I met at a Ft. Smith Uhaul location and a technician was able to resolve the problems with our vehicle.

Regards,

Review: I rented a 20 foot Uhaul from [redacted] in Annapolis MD, was told my 3 bedroom house would fit in this size. Also rented a 2 wheel tow behind for my 2013 Ford Fusion. When I got to the rental place I told the representative the truck did not look 20 foot. He said that it was, so went back to the house in Pasadena Md, proceeded to load the truck, filled the truck to the ceiling, could not get all my household items in the truck. I then took everything out and repacked it to the ceiling again, still 1/4 of my household would not fit in the truck. This of course took all day, I then had to drive the truck to Canton Ohio. The tow dolly would not accommodate my vehicle, tried 3 times to get my vehicle on the tow dolly, the wheels were falling off the sides, tried everything to get this vehicle on this dolly. I have to go back to MD by Sat., Aug 10, 2013 to pick up the rest of my belongings or forfeit them, which is not an option. I have worked in the military for too many years for that to happen. I had contacted Uhaul on Monday to get a resolution, I have got the run around from three different divisions of Uhaul. Resolutions, [redacted] international and resolutions again. Every time I spoke to someone they said this issue will be resolved and I will be getting a phone call back within a few hours, which never happens, I have had to call back every time. Now they are saying that they cannot do anything until Monday when the manager comes back from his weekend. This is not acceptable. I now have to go to Maryland tomorrow Sat. August 10, 2013. Rent another haul which will cost me another 500 plus to get the rest of my belongings they said would fit. I am very upset with the treatment and told them repeatedly I needed this resolved by Friday, now today they said not until monday. Well I want the tow dolly charges given back to me and I also want reimbursed for the second UHaul I have to rent tomorrow and all my gas milage from the two trips in both vehicles. I also want a partial refund for the first truck that was rented. This has and is causing me a great deal of distress. I have given them plenty of time to get this resolved but am now putting it in someone else's

hands. I thank you for helping to solve this dispute.Desired Settlement: Refund tow dolly, partial reimbursement for the first truck, pay for first vehicle gas mileage, since it had to be driven instead of towed, pay gas mileage for the trip back down to MD and reimburse for second truck, which I will be paying for on Sunday.

Business

Response:

August 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can recommend a size of truck and/or trailer for our customer, however, our recommendation is based on average rooms of furniture. Only our customer knows how large or bulky their furniture is, therefore, they are responsible for the final decision on what size of equipment will accommodate their move. Although we show the Ford Fusion can be safely be towed on the U-Haul Tow Dolly, our records indicate she was not charged for a Tow Dolly rental on her credit card.

As we value Ms. [redacted] as a customer, she was sent a $25 VIP Certificate on August 6th 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 was charged for the tow dolly. And I explained to the lady on the phone how much stuff I had in my house. I believe the truck was not the right size because 2 weeks prior my Aunt rented a 17 foot and they were the same size. Secondly, I had to pay for a new truck which was $524.88, when I arrived to get the truck paperwork was done. When I went to get in the truck it would move 2 feet and die. After several attempts and the owner of the store coming out to try he contacted Uhaul and let them know of the problem, so they contacted Roadside assistance and I had to wait 3 hrs for some one to arrive. While waiting the owner of the store tried to call Uhaul and see if they could get me another truck somewhere, the response was we can refund her money but it will be 36 hrs before she can use it. I did not have the money to pay another $524.88. After arguing with the representative, [redacted], I was able after 4 hours to go someplace and get another truck. SO I have paid in total $1.312.47 for terrible customer service! After I was told on the phone that someone would call me Friday the 9th to refund my money for the trailer and pay for another truck by the representative, Irene. I never heard from anyone so when I called back Friday evening to speak to a supervisor because I had to get my furniture on the 10th, none were available. She said someone would call me Monday, I have yet to hear from them. SO I have had to pay for 2 trucks, a tow dolly, a hotel room, and gas for 2 trucks and my car that wasn't able to be towed by the tow dolly. I am sorry but a $25 VIP card is not going to cover any of the hardship I have had to endure by this company. Everything was supposedly documented or recorded every time I talked to a person, this was everyday for a week. There were so many hands in (pardon the pun) in the cookie jar and so many different people that I talked to that were supposed to help that didn't do anything for me. The above names are just a few I can't even tell you everyones names.

Regards,

Business

Response:

August 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Baltimore, reviewed the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She advised her of a refund for $430.92 as an adjustment on her rental along with a refund for $114.75 for the extra days. The total amount of $545.67 was issued back to Ms. [redacted]’s Master Card account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,