J.R.J. Tara Corporation

Reservation [redacted] - Online reservation of 10 foot truck to be picked up in Viera, Florida on March 8th. When I arrived at the pick up location I was told they had no truck and had to drive to a different location in a different town. When I arrived at the Rockledge, FL location, they told me once again they had no truck availaible for my move. Eventually I was given a larger truck. I did not need a larger truck, and spent a significant amount of money on fuel since I was driving 1100 miles to Ohio. The online reservation system at Uhaul was essentially worthless. I left for my trip hours behind schedule and stuck with huge fuel bills. Very unhappy with this service. I was sent a customer service email the next week, I filled it out and voiced my complaints....no one even responded with an apology. I will never make an online reservation with Uhaul again.

In Feb 2014, we had a new hitch/wiring harness installed at the West Seneca, NY office: [redacted] Now that it's time to actually go camping, we have discovered that we have no electric brakes. When we tried to contact this location for service, we continually got an answering service (for 4 days). You can't get service without an appt. and you can't get an appt. without talking to the store, but nobody will return your call! We went to on-line Chat and asked for the headquarters phone number. We were disconnected. After calling a second time, the intake operator mysteriously knew all the details of our contract/installation but informed me that they could not service us for three weeks because of how busy they are, and then admitted "We are actually overbooked". It's June 24, and this IS the biggest season for camping. When I asked him for a reference about who could give us service to clean up this mess so we could go on vacation.....his response was "Isn't that nice? You get to go on vacation. I'm not going to speak with someone who is rude. Click". I never swore, I never raised my voice. I am trying to resolve a very real need....That's the extend of U-Haul's customer service. Don't buy warranties from them because you can't get serviced.

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: 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: I first contacted Uhaul for a quote to move a Ubox from Calgary, AB to Sudbury, ON as I was hoping to get a job there. The quoted price was reasonable, so I booked. In October, I loaded the Ubox with my items. I clarified with the manager (Ali Sidhu) that I was not sure whether I would be getting the job and he said that shipping couldn't happen until I filled out the necessary paperwork (a detailed inventory of the contents of the Ubox). I continued to pay for monthly storage at the Calgary location throughout October, November, and December. (Monthly fees were automatically charged to my credit card at the end of each month.) I did not get the job in Sudbury but I continued to need storage in Calgary. Suddenly, on January 2nd, I received an email from Uhaul notifying me that my Ubox was en-route to Sudbury, ON and that the next email I would receive was when the Ubox arrived in Sudbury. I immediately emailed (it was already 9PM) the manager of the Calgary location to ask what was going on.The next day (today) I noticed that my credit card was charged $2149.00 for the move. I did not ask for my Ubox to be moved and I did not fill out the required paperwork. I called the Uhaul location twice on January 3rd. They forwarded my call to their call centre where I spoke to someone named Melody. She could not provide me with any details other than my Ubox being en-route. Both times, she said she was leaving a message for the manager to call me back. He never called back.Desired Settlement: I would like my Ubox to be stored in Calgary and the moving charges ($2149.00) to be refunded to my credit card. I would also like a written apology from the Uhaul manager.

Business

Response:

January 4, 2013

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

Ms. Mandi Decarlo, our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced and that her U-Box was on its way back to Calgary. She also explained that a refund would be issued for the shipping fees due to our mistake.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We rented a Uhaul on Saturday. We had numerous issues, that I contacted customer service about, the same day. The truck broke down, we had to get it jumped. We could not get through to road side assistance. I had to have a friend come out and jump the Uhaul. I contacted customer service numerous times on Saturday. I was hung up on repeatedly, I finally got thru to a supervisor named [redacted], who told me she couldn't do anything until the truck was checked in. I received an email this morning with a receipt stating that the truck had been checked in. I contacted customer service through the chat option, I was given a phone number for a department called traffic and was told they are the ones that handle complaints. The rep at the traffic line said this was not true, and I asked to be transferred to a supervisor or someone I could speak with me to help. She told me no, that someone would contact me by the end of the day, I said I need a more specific time frame or to be transferred to a supervisor. She didn't say anything just transferred me to [redacted]. Who immediately started raising her voice, and not allowing me to speak. Then told me I was yelling at her, when I tried to explain to her I was not but she was being extremely rude she told me to shut up and hung up on me. She then called me back and told me she would not be issuing a refund, and telling me I was full of it and she was not dealing with me anymore. I asked if I could speak with her manager, she said her manager is the president of the company and shes the executive assistant. She said I could try calling back when her boss was not in the field, I asked her when this would be, she said she didn't know and continued to be extremely rude telling me to go ahead and file a complaint with whoever I like because shes done dealing with me.Desired Settlement: I was charged 72.00 for faulty equipment, when I tried to speak with someone about this I was treated poorly by every customer service rep, hung up on, and given wrong information. When I spoke with [redacted] the executive assistant she was extremely rude, she told me to shut up more than once and hung up on me twice. I don't feel this is the way your suppose to treat customers, regardless of why their calling. I would also like an apology FROM [redacted] for being called a liar.

Business

Response:

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

Makia Connor a senior customer service agent in our Phoenix office reviewed Ms. [redacted]'s concerns. Ms. Connor made a $20 credit to Ms. [redacted]'s credit card on 8/5 and also sent her a $50 in VIP certificate. The certificate was sent to Ms. [redacted]'s e-mail address and can be used on the many products and services U-haul has to offer.

We also offer our deepest apologies to Ms. [redacted] for her recent experience with our company.

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.

this is an unacceptable offer. as I stated in my original complaint, I will not be using uhaul ever again, due to the rudeness of the executive assistant and everyone I dealt with throughout this process. a 20 dollar credit does not even come to refunding the amount I spent or making ammends for what happened. complete charge was 71 dollars and change. I expect the remaining amount will be returned, considering the horrendous events and the customer service to follow.

Regards,

Business

Response:

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

[redacted] the Executive Assistant in our Ocala, FL Regional Office sent an e-mail to Ms. [redacted] explaining there would be no further refund beyond the $20 credit and the $50 VIP Certificate already given.

We hope Ms. [redacted] will take advantage of the VIP. It can be used on the many products and services U-haul has to offer.

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

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

Sincerely,

Executive Assistant

U-haul International

Consumer

Response:

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

I am not satisfied. I will not be returning as a customer as I have already stated. I asked for a refund, I was treated unfairly and rudely by UHAUL. I will be taking my business elsewhere, and advising anyone I can to as well. The customer service from the store and the corporation was beyond disgusting. I asked to not be contacted by the executive assistant repeatedly and yet still received emails from her. Thanks for replying to my Revdex.com complaint almost 5 months later.

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 rented a truck and a car tow dolly from [redacted]. I was not provided with a manual how to properly park my towed car on that tow dolly. I used a video from [redacted] website, which suggested to use hand breaks to park the towed car on the tow dolly: [redacted] That video is also hosted on youtube with multiple comments regarding not releasing hand breaks by the [redacted] representative on that video: [redacted] As a result of that misleading video the car I was towing had its breaking system broken and replaced. Now I gotta deal with [redacted] insurance repwest and its representative [redacted], Repwest Insurance, 800-528-7134 ext. 664257 keeps lying to me that: 1) she heard that video suggested releasing hand breaks (and that video has only music audio and subtitle instructions); 2) that video was not related to the [redacted].com website because it was posted on youtube (it was hosted by youtube, and posted on [redacted].com with a permanent URL: [redacted]); 3) she's gonna submit everything to her management (and it was quite a while ago); 4) she is still investigating (contradicting with point 3) above) I contacted her superviser, and he agreed that I was not provided with proper instruction on the [redacted] location in San Diego, where I took that [redacted] truck with the tow dolly.Desired Settlement: U-HAUL CLAIM # [redacted] must be honored since it was based fully on lack of service of uhaul and misleading video on the uhaul website.

Business

Response:

February 11, 2013

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

[redacted] Company advised our office they researched Mr. [redacted]’s concerns as well as viewed the video he referred to in his objection. The employee in the video states to set the parking brake when the car is first driven up on the ramps, but after the tires are secured with the straps and the ramps pushed back in to place, the employee says to "remove the parking brake" in the car that is being towed on the tow dolly. [redacted] Company informed our office Mr. [redacted]’s claims has been denied.

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 have watched that video multiple times, and in my original complaint I addressed my concern as

The [redacted] video

which is also hosted by youtube

has multiple user comments regarding that girl who did not even release the hand break, and it's obviously seen and heard from that video that she PUT IT ON

watch on 2:30. Let me quote some of them:

[redacted] 1 month ago You forgot to release the? parking brake on the Towed Vehicle

[redacted] 4 months ago But for rear wheel drive vehicles,? wouldn't putting it in neutral be adequate?

[redacted] 8 months ago Why,? does neutral not exist?

[redacted] 1 year ago Last step: Release parking brake on? tow vehicle.

[redacted] 2 years ago sheesh, forgot to tell you to release the parking brake at the end, oops, the parking brake engages the? rear brakes which have to be able to roll when towing

So, if [redacted] is so assured about that video above ever advises to release hand/parking break, and even to use neutral speed while towing why would [redacted] let us kindly know when exactly during that video, and I mean time, it's stated by subtitles or by any other means to release the hand break, and even to use only neutral speed while towing. I also wanna see a screen shot of that video as well with that suggestion above. Also, if I have ever received any instruction manual from the [redacted] how to operate that tow dolly, I wanna see that video from the store I visited. It's been less than a month, on January 20, 2013 about 11:43 am, and there was a security camera, which monitors everything, and recording of which according to the monitoring law in California must be kept for several weeks or even months.

Regards,

Business

Response:

February 25, 2013

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

[redacted] Company reviewed the information again that Mr. [redacted] provided with Mr. [redacted], our Marketing Company President for the [redacted] Company of San Diego. Mr. [redacted] rented a tow-dolly and was given user instructions as well as decals on the equipment that are available for the customer review. He also signed the contract, which includes the terms and conditions, one being I acknowledge that I have received the appropriate user instructions and acknowledge my responsibility to fully read and understand the user instructions before operating the equipment. [redacted] Company and Mr. [redacted] advised our office their decision in the matter remains the same.

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.

Regards,

I have raised certain questions twice in my complain and rejection of the first [redacted] response. Uhaul keeps ignoring them.

1. I have never received any instructions from the [redacted] representative, and if I had, [redacted] should provide with video, since they got a security camera, and I had requested that video a few weeks ago, so they should of been aware of keeping it as evidence.

2. I was never pointed on that label on the tow dolly, so I was unable to locate it myself when I loaded a car on the tow dolly. As a matter of fact, I was not aware of that label with instructions on the tow dolly, and the [redacted] representative had never suggested that there was one.

3. The video posted on the [redacted] website [redacted] and which was hosted by youtube, please watch it from 2 min and 30 sec: http://www.youtube.com/watch?v=nSnz9NBj_ok&feature=player_embedded#t=149s where it states "Make sure that parking break is set on the tow vehicle", however that girl on the video did not set it on the tow vehile but she set it on the towing vehicle while playing those subtitles, and multiple users commented regarding that below that video, so I was not alone who got confused with that video. Here are those comments:

volantor 1 month ago You forgot to release the? parking brake on the Towed Vehicle

[redacted] 4 months ago But for rear wheel drive vehicles,? wouldn't putting it in neutral be adequate?

[redacted] 8 months ago Why,? does neutral not exist?

[redacted] 1 year ago Last step: Release parking brake on? tow vehicle.

[redacted] 2 years ago sheesh, forgot to tell you to release the parking brake at the end, oops, the parking brake engages the? rear brakes which have to be able to roll

when towing.

4. I do not recognize my so-called "signature" on the provided second page of my contract. As a matter of fact, I was provided with that page only when I started my claim with [redacted] as evidence of my acknowledgement of instructions which I had to figure out how to obtain myself without any help of the [redacted] representative. It seems like [redacted] forged my signature to avoid responsibility for its negligence. I can prove that my signature is totally different, and as a matter of fact, had I signed that second page of the contract myself, the [redacted] representative would not accept it since it did not match to my signature on my picture ID.

I request [redacted] to properly respond on my four questions above, and the Revdex.com should be aware that both [redacted] and [redacted] had ignored them twice, and provided with their version of the incident backed up only by their rhetoric and demagogy.

Business

Response:

March 4, 2013

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

Please be advised that since Mr. [redacted]’s claim involves damages, he will need to pursue the issue with [redacted] Company. He should contact his adjuster for further follow up.

Thank you for bringing the additional information to our attention and for your continued support.

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.

Regards,

I have contacted the mentioned above [redacted], however my claim was denied because that [redacted] does not cover uninsured vehicles and tow dollies. The entire problem happened because of [redacted] negligence.

1) I was not provided with instructions manual by a [redacted] representative at the local San Diego branch;

2) I was not even advised to locate that manual on the label of the tow dolly, and I did not even know it was stuck there;

3) I was not even advised verbally to not use ebrake on the towed vehicle, and the video I provided in my complaint was confusing and misleading because while that show girl on that video loaded her car on the tow dolly, she used her hand break, and at the same time, the video advised to use a hand break on the tow vehicle. Apparently, that girl was supposed to use the parking break AT THE VERY BEGINNING of that video on the truck, but she used her parking break on the TOWED vehicle, and that video advised AT THE SAME TIME to use it on the TOW vehicle which was very confusing, that was why multiple youtube users left their comments regarding her hand break which she forgot to release on the TOWED vehicle;

4) I filed a complaint regarding [redacted] negligence and misleading instructions, which have nothing to do with the [redacted], which, as a matter of fact, does not cover [redacted] negligence and misconduct;

5) Uhaul keeps ignoring my raised questions about its own false video materials and negligence to provide with proper instructions;

6) I insist that [redacted] address my previously raised questions.

The [redacted] video [redacted] which is also hosted by youtube [redacted] multiple user comments regarding that girl who did not even release the hand break, and it's obviously seen and heard from that video that she PUT IT ON[redacted] watch on 2:30. Let me quote some of them:[redacted] 1 month ago You forgot to release the? parking brake on the Towed Vehicle

[redacted] 4 months ago But for rear wheel drive vehicles,? wouldn't putting it in neutral be adequate?

[redacted] 8 months ago Why,? does neutral not exist?

[redacted] 1 year ago Last step: Release parking brake on? tow vehicle.

[redacted] 2 years ago sheesh, forgot to tell you to release the parking brake at the end, oops, the parking brake engages the? rear brakes which have to be able to roll when towing

Review: On 5/23/2013 at 11:36 a.m. I went to Murfreesboro Tn U-haul to rent an appliance dolly. I was told if I returned it by 5/24/2013 at 11:36 a.m I would be charged $11.28. I retuned the dolly on 5/24/2013 at 10:08 a.m. An hour and half earlier than my required return Time. U-haul called me on 5/25/2013 and asked if I still had the dolly. Apparently they had not logged the dolly being returned. I told them that I had returned it the previous day and they apologized and said they would take care of it. A few days later I was charged for renting the dolly for two days. I called them and they told me that they had logged that I did not return the dolly until 5/26/2013. I explained to them I had returned it on time and that I had received a call from them because they had failed to log the equipment in their system as being returned when I had returned it. They again apologized and said they would refund my money. I sent a complaint to their customer service department about my issue and never got a response. They still have not refunded my money that they over charged me and have not responded to my complaint.Desired Settlement: Refund the money that they over charged me so I will never have to deal with this company again!

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Nashville, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and offered her apology for any misunderstanding on his rental. She also explained that a credit for $11.38 would be issued back to his credit card 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

I would like to thank the Revdex.com for assisting me in this matter. After the company received notice from the Revdex.com that the complaint had been filed the company acted quickly in fixing their mistake. I know they would have ignored my complaint if the Revdex.com had not assisted me.

Review: I reserved a 10 foot cube van from U Haul via their website more than one month in advance of my move date. I had very limited assistance and time with this move, and therefore thought it prudent to ensure the truck was reserved well in advance.

The website advised my truck would be ready for pick up at 9:00 am and asked that I choose a preferred pick up location. I chose a different location than the one I was sent to in order to pick up the truck.

Two days before the pick up date, I received an email from the Space Place ([redacted]) indicating that not only would I have a different sized truck than I had reserved, it would not be available for pick up until 11:00 am that morning.

When I arrived at the Space Place to pick up the truck, the girl behind the counter told me she didn't have a truck for me because the prior renters had not returned it. Her next sentence, which she repeated several times was: "there's nothing I can do." When I asked her to call U-Haul, she looked at me and said "No, YOU call UHaul!" I asked her again to please call U-Haul because I had limited time and needed to have this sorted immediately.

I waited for more than an hour before I was finally provided a truck. When they provided it to me, they stated that the gas tank was on Empty but that I was to leave it at the drop off location with a quarter tank. I was in a hurry, so I did not question why I was expected to provide gas for the next renter in this truck. As a result of this delay, I was only able to have the assistance of one other person for a very short period of time and ended up having to load the truck by myself. Further, the reservation I made online was for a two day rental and I was advised I had to return the truck the very next day. The email receipt I was provided states that I did not return the truck until July 1st, but in fact, I dropped it off on June 30 prior to noon as advised by the Space Place people. It also indicates I had it for two days which is not true.

Further, once she had finally agreed to call U-Haul, they advised that I was to receive a flat rate for this rental and I paid on debit, $131.25 expecting that I would not be billed for additional kilometers.

I received an email with a receipt attached indicating they had charged my credit card for additional kilometers as well as for fuel PLUS a $30 fee to go and get the fuel! When I dropped the truck off, the tank was just slightly below the 1/4 tank mark and yet I was charged $34 for fuel on top of the $30 fuel fee.

The "service" I was provided was rude, indifferent, and the fees charged were dishonest and patently unfair.Desired Settlement: I would like the charge of $96.72 refunded to my credit card immediately.

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern Alberta, followed up on the information [redacted] provided. She informed our office that [redacted] was given the truck with an empty tank but was also given $71 off her rental to bring the truck back at 1/4 of a tank. Since she did not, she was charged a fuel fee. The email that was sent to [redacted] after she made her on-line reservation states that the pick up location is a preference only and she will be contacted back for scheduling. Ms. [redacted] confirmed that our previous customer did return the truck late, therefore, she stated she issued a refund for the $50 Reservation Guarantee Fee. The refund should post on her next Visa credit card statement. [redacted] went over the allowed mileage and was charged accordingly along with the fuel fee. Ms. [redacted] spoke to [redacted] and reminded her she had been given a discount on the rental for the fuel.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and do not find it satisfactory, however I will accept the same as a resolution.

I do wish, however, to make it abundantly clear that at no time was I:

1. Advised the discount was to compensate for the fuel;

2. Offered the $50 on time guarantee;

3. Treated with respect or as a valued customer.

Further, the girl at the Space Place advised me that the $71 discount was being given such that I would end up being charged a "Flat Rate." Those were her words. Any rational person would think that if they are paying a flat rate for a rental truck, that they are not going to be charged extra upon the return of the said truck. Further, that same girl told me I had to return the truck the very next morning, which was not the case after all. However, I made sure that I returned that truck well in advance of the time she stated. I did this because when I give my word, I stick to it.

Not one person I encountered with UHaul was polite, or helpful, with the exception the regional manager. In fact, the person who contacted me over the phone was rude, condescending, and annoyed with me for having the nerve to complain about UHaul's despicable service. The fact that their letter to me through the Revdex.com indicates that their customers are important is offensive to say the least, especially given the disdain that is evident in the body of that very letter!

The woman that I spoke with started our conversation with the attitude of "I'm going to tell YOU a thing or two." She was rude and used a confrontational tone from the very beginning. She did not even apologize for the poor service, or when I mentioned how rude she was speaking to me, her own behaviour.

The next time I move, I will gladly pay three times the amount UHaul charges to another rental company if it means I will not be treated like an enemy of the business that I am patronizing. UHaul needs to be reminded that if they treat their customers with respect, they will return. If they do not, they will tell everyone they know of their bad experience; just as I intend to do. In fact, I'm not even sure why UHaul is a member of the Revdex.com at all.

Regards,

Review: U-haul expected me and my husband to rent a 14" moving truck with the passenger side mirror shattered. The worse part is that when we asked the front desk lady if they knew about the mirror she said they did and there was nothing they could do about it and good luck if we could find another truck in town. They expected us to drive it like that and until I started complaining and saying it wasn't unacceptable they weren't showing any signs that it would be dealt with, we took pictures of the mirrors as proof.. The truck was in the parking lot since yesterday and nobody cared to fix it. After we complained they asked us to come back in 1 hour and the manager would call us, nobody called and when we got back she said they had a mirror on their way for us, which I believe would take a few hours to fix. I had booked the truck in July 7, 2013 and I had to pick it up today to start packing and move to Regina, SK where we would drop of the truck. The location we were picking up the truck is as follows in the reservation e-mail we received:

Reservation [redacted]

Dear [redacted],

This is confirmation that the 14' Moving Van, and Utility Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 08/01/2013 at [redacted]. This equipment needs to be returned to a U-Haul location in REGINA, SK prior to 12:00 PM on 08/04/2013.Desired Settlement: I think the business has the responsibility to check the vehicle before every customer uses it, trying to intimidate us to rent the truck in this condition was just outrageous, I am very upset and not only u-haul needs to apologize to me and my husband formally they need to put in place a policy to prevent this to happen again and on top of that enforce it! It caused great trouble to us and we lost trust in this business.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-haul Company of Northern Alberta, Sask & NWT, followed up on the information Ms. [redacted] provided. He sent her the following email:

Priscila [redacted], I would like to formally apologize for the service you received at [redacted] regarding your recent U-Haul reservation. It has always been a part of our policy to not let trucks go out on rental in that condition, however the employee at that location was a little overwhelmed that day. I understand that you found an alternate method of moving and would like to apologize for the inconvenience caused with the delay of getting our truck ready for you. Regards, [redacted] Marketing Co President U-Haul Co of Northern Alberta, Sask & NWT

Mr. Moore also issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Knowing U-Haul to be a well-established name in the moving business we decided to use their U-Box service to move from Provo to Atlanta. The boxes were delivered on July 19; after that, everything went wrong. We were told the boxes would be picked up on Monday, July 22. Because of our apartment contract we left before Tuesday, but called them daily for the next 10 days hoping to learn what we would be charged and when they would ship. The results of our calls were outrageous. On the occasions that we were actually spoken to, we were promised return calls from managers, and then regional managers, within a day. At no point in the two-week period of our attempts for contact did we ever receive a return call, an updated receipt, or an explanation of where our boxes were. Finally, on August 2, our bank account was charged. Calling in we were told our belongings had just shipped--by which time we were arriving in Atlanta and expecting our bed, kitchen ware, etc. to be arriving. Without funds to stay in a hotel, we spent nearly two weeks sleeping on the floor of an empty house with no crib for our 18-month daughter and no means to prepare meals or eat decently. On August 6, we spoke with another representative who helped us to send out complaints to a variety of managers. That day we received a call from one of them, who told us to wait until the delivery and then we would move forward knowing just how late delivery was. Following delivery we called her back and were told it would take higher authority to resolve this, and we would be called within 24 hours. No call came. Delivery took three weeks -- considerably more than the 10 days promised. During this time we were placed in almost impossible living conditions. During the whole course of the affair, our calls were diverted, disregarded, and never returned. We were told to ignore the online order-status page and were never provided an updated receipt or an explanation for where our belongings were or when they would be delivered.

Product_Or_Service: U-Box

Order_Number: [redacted]

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

Request a full refund for complete failure to fulfill delivery timeline + $1500 compensation for punitive damages & lost wages.Delivery took 22 days instead of the 10 promised. We were abused as customers and received no explanation for schedule or expense. Punitive damages include severe living conditions, as well as at least 12 days of employment disruption. Considering the equivalent expense of 12 days at a hotel as well as lost work hours, a

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of UT, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced as well as advised him of a refund for $100 per day for late shipping.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I 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,

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: 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: Did NOT disclose fact that they charge additional monies for 24 hour access.

I rented a storage unit from this facility and reserved it on line. Their web sites says 24 hour access BUT does NOT state any conditions. Upon arriving on site they first required that I purchase a special flat lock from them at a cost of approximately $15 or they would leave one of their locks on the unit in addition to mine. I explained that I had my own lock of the type that they REQUIRE but not with me at the moment. They then left their lock on my unit which required us to stop at the office and obtain their key to open the unit. This had the effect of limiting access to the hours that they are physically present. They did remove their lock when I put on the type of lock that they REQUIRE. There is nothing on their web site that they require a specific type of lock. Then a week later when my son went to get into the unit they told him that 24 hour access was available ONLY with the payment of an additional $10 per month. This was NOT/is NOT stated on their web site which does say 24 hour access an I was NOT told of this additional charge when I rented the unit.Desired Settlement: I want 24 hour access as advertised without additional charge. I also want them to cease and desist in requiring the purchase of their lock and the charge for 24 hour access for ALL customers or for them to plainly and boldly list those requirements on their web page. It is impossible to make an informed decision when they have hidden requirements and hidden costs.

Business

Response:

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

[redacted], our Executive Assistant for our Miami regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the procedures of our 24-hour access feature that is available at some of our U-Haul storage locations. Although he viewed this feature on line, customers are given the option at the time they complete the contract. Ms. [redacted] also explained the reasoning and options for the diskus lock we require our storage customer to have on their unit. They can either be purchased at our U-Haul Center or at a local hardware store.

As we value Mr. [redacted] as a customer, Ms. [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:

It is impossible to make an INFORMED decision regarding the selection of a storage unit when information is NOT clearly and concisely listed on the web page.The u-haul web pages clearly shows 24 hour access and there is NO mention of an additional charge.Also, there is NO mention of the requirement for a discus type lock.I did receive a call from U-haul and I was provided $50 in good will vouchers and that is great for me. However, the bottom line still is this information was not and is not made available on the web site, this information was not provided to me by the u-haul reservations center, and it was not provided by the storage facility personnel at the time of rental regarding the after hour charge.I initially called the U-Haul 80 customer service number and the lady that I spoke to there had to check on the additional service fee as she--as a U-haul customer service representative--had never heard of it.I could have rented cheaper from another facility who DID list their limitations on access hours on their web site as well as ALL cost associated with renting one of their units.U-haul NEEDS to fix their web site for all locations and provide immediate FULL disclosure of conditions and limitations.

Business

Response:

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

I’m sorry I failed to address the website issue Mr. [redacted] mentioned in his original objection. It is only through communication with our customers that we realize what programs are working and what areas need attention. I had forwarded the information Mr. [redacted] provided in his original letter and his recent letter to our storage group for further follow up. Please be assured his concerns will be taken into consideration for necessary changes if and where needed. We appreciate Mr. [redacted]’ feedback and hope he will allow U-Haul to serve him again in the future.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On 11/14/13 I needed a pickup truck for moving gravels for my backyard. Contract No. [redacted], location: U Store Self Storage, [redacted] I asked for a pickup truck, and the Dealership agent told me that a 14' truck should be able to do the job. I left the dealership with a 14' truck, headed to the store 1/2 mile away from the dealership to pick up my gravels and found out the 14' truck wasnt the right size and only a pickup truck are capable of doing the task (which the dealership dosesn't carry). I returned the 14' truck rightaway and only used 1 mile. I never got to start what I wanted to do with the truck, so I called Uhual at 18005280355 to report this issue. Shortly, a representative named John from Uhual (phone #[redacted]) told me that once the truck left the dealership, I have to pay dont matter if I used it or not. I explained to him that I wouldn't even rent the truck if their dealership agent didn't tell me the 14' truck is capable of doing the job. I also explained to him that he can charge me for the milage but not the whole amount, and then he told me that he will check and get back to me. 5 days gone by already, and I never received a call from him, and today I found out that I am being charge for full amount ($51.87) as it was stated on the 11/14/13's contract. First, Uhual missleaded me to a wrong size truck just to make the sales. Second, their representative told me that he will get back to me and never did. Third, they charged me $51.87 for (1 mile) 15minute that I spent on that truck.Desired Settlement: charge me for a reasonable price or refund full amount due to poor customer service.

Business

Response:

November 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]s, our Area Field Manager for our [redacted]d regional office, followed up on the information Mr. [redacted]provided, He informed our office he spoke to Mr. [redacted]and offered his apology for the inconvenience he experienced. They were able to reach an amicable resolution. Mr. Moses issued a refund for the base truck rental fee plus tax in the amount of $33.70 back to Mr. [redacted] M[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

Consumer

Response:

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

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

Regards,

Review: I rented a moving truck from U-Haul for a one way move from Nanaimo BC to Calgary AB. On December 1st, 2013 I returned the truck the specified location, one day early, and left the keys in the drop box as the business was closed (this is a 24hr drop off location). For the following 13 days I received emails from U-Haul stating that I had not returned the truck and that they were unable to contact me even though I returned each of their emails and phone calls. When I did finaly get in contact with U-Haul they were able to confirm that I did indeed leave the truck where it was supposed to be left BUT they then proceeded, without contacting me, to bill me for $105.42 in refueling fees claiming that I returned the truck without any fuel whatsoever. When I contacted the representative ([redacted]) to dispute this charge I was flatly told that perhaps someone had syphoned the fuel from the tank and that I would not be reimbursed until I could provide receipts showing that I had bought fuel for the truck. I am extremely upset that U-Haul simply took the money from my account without consulting me and that I must now attempt to prove that I refueled the truck in order to get my money back. I consider U-Haul's practice of billing directly for a product I did not use is unethical. Furthermore, the fact that they had the truck at the specified location and yet could find it, accusing me of not returning it, is suspect. To blantantly suggest that the fuel could have been stolen while the truck was in their care but I would be financialy responsible for the loss is crooked.Desired Settlement: I want the $105.42 charge immediately refunded.

Business

Response:

December 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Alberta regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Good afternoon [redacted], My name is [redacted] and I am responding to the letter you had sent the Revdex.com regarding your recent rental with us. I have reviewed your contract and have decided to issue you a refund to the credit card that was charged for the full amount of the fuel charge of $105.42. You should see this credit within 3-5 business days. If you require anything further, please be in contact with me. Thank you, [redacted] Executive Assistant U-Haul Company of Southern Alberta

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I had a trailer hitch with wiring installed on my 2007 Nissan Frontier pickup by U-Haul at [redacted]. This is not the location from the initial Revdex.com screen but you did not list this location but this is the location where the install was done. On 12/20/13 I had to take the truck in to the garage because I was stopped by a trooper that said I no lights. After spending $257.00 to have the wiring diagnosed I was told by [redacted]'s automotive that the wiring on the trailer hitch was done with very cheap with "scotch locks" He said they should not have used those and also they pulled the wire as tight as a piano string and this caused a very quick failure. I contacted [redacted] 6 times and tried to get them to resolve this. I sent them the auto repair bill clearly showing the trailer hitch wiring as the issue. I only asked them to reimburse me for the actual amount of repairs. She responded once wanting me to fax her the auto repair bill and I did immediately. I have never heard back.Desired Settlement: Reimburse me $257.00 that I have out of pocket for the repairs due to poorly installed trailer hitch.

Business

Response:

January 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She corresponded with Mr. [redacted] by email. The following email was sent today:

Mr. [redacted], Thank you for the information. We have researched your claim and determined that the installation could of been faulty causing your issues. Our apologies for the inconvenience and for the time it has taken you to get this resolved. I have issued a refund check to the address you provided and you should receive that in 7-10 business days. We appreciate your business and hope to be of service to you in the future. Thank you, [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,

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,