J.R.J. Tara Corporation

Review: I originally put a hold on a 26ft truck two weeks prior to our moving my Aunt. On Saturday, they called and informed the that the truck wasn't available at that location for Sunday Nov. 25 (the next day) The reason we wanted that location is because we had to go from Somers Point, NJ to Deptford,NJ and then to drop some things off at my house in Philadelphia. So to accommadate me, they told me to pick up the truck at the Hurfville Rd Deptford,NJ location and they would give me the truck for $100 and I would have 300 to use before I would be charged and then I would drop the truck off at the Roosevelt Blvd Phila location.. Driving from Somers Point to deptford, the truck seemed to be hesitating, so instead of leaving it at the blvd location in Phila, I dropped it off at the location where I picked it up at in Deptford. I called this morning to confirmed that they received the truck and the key, and that is when I was informed that I was billed $12.00 for the miles on the truck. I aske the extremely rude lady how I was over when there was no way I went over 300 miles and she said that they couldnt honor it because we dropped the truck off there instead of Phila. I tried to explain to her that the only reason I did that was because the truck wasnt driving right and I wasnt going to take the chance of something happening to it (like breaking down) on the Ben Franklin Bridge and she basically told us that that wasn't her problem and we had voided any contract by dropping it off there. I'm sorry, but that was wrong. And its not even the $12, its the way it was handled. Now I want my $12 back and I want to make sure U-Haul doesnt make a habit of ripping people offDesired Settlement: An apology and I want my $12.00 that they owe me back...in cash (cause they charged it to my debit account)

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted]e.

Mr. Paul Kelly, our

President for the U-Haul Company of Southern NJ, followed up on the

information Mr. [redacted]e provided. He informed our office our GM of our

U-Haul Center would be calling Mr. [redacted]e, if not already, to offer an

apology and advise him of the refund for $12 as requested.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: This complaint was filed already on 07/31/2013 Complaint ID # [redacted]

As of 08/21/2013 I have not received a refund from U-Haul as promised in their response to the Revdex.com.Desired Settlement: Refund of late payment charged to my CC.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She informed our office the credit to his credit card was issued as well as a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She also sent him copies of the receipts for his records.

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

Review: On 5/27/2014 I rented a 5'8' moving trailer. Knowing I was making a cross-country move (I mentioned on my online order, as well as to the manager of the establishment) After watching three other customers get their equipment as I sat in the parking lot for an hour - I became annoyed with the situation. Once I was acknowledged and given my trailer, I noticed the tires were badly dry rotted. I called corporate to find out if taking a trailer 1,600 miles with sub-par tires was safe. The only help I received was a manager who hung up on me via their "Manager Line." After I got home, and went to load my entire home into the trailer, I had no choice to clean up somebody's oil spill in the back of the trailer. I have pictures of the tires and the oil spill. When I dropped the trailer off in Saratoga Springs, NY on time, as promised the manager of the store in NY said he was shocked at the condition of the tires and the trailer. He said he was taking this trailer out of service until ALL necessary maintenance was performed. In my eyes, that added insult to injury. Not only does this experience result in my opinion of U-Haul, and their lack of returning my calls or following up with my complaint. (Complaint reference number: [redacted]) I was promised a call back within 72 hours. A week later, I am growing even more frustrated.Desired Settlement: I would like the price I paid (IN FULL, for a safe, clean trailer) refunded to the card I paid with. The total price of my rental contract was $165.36

Business

Response:

June 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the full amount of the rental was issued back to Mr. [redacted]’s [redacted] account. The refund for $165.39 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:

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.

**Please note- My account was issued a PROMPT refund of my full purchase price.**

Regards,

Review: I am currently renting a storage unit from U-Haul in Edmonton [redacted]a Canada. I made an extra payment to them in March for my storage unit so I would be one month ahead. Unfortunately that was a bad mistake because U-Haul cashed the money order and didn't apply it to my storage unit. I didn't realize this happen until I received a letter in the mail saying I was behind. I called and explain to them that I was a month ahead but they didn't believe me they wanted to see proof. So I sent them copies of all the cheques and money orders 3 times and now they are telling me it doesn't matter I am still behind and we now owe late charges too. Please help us.

U-Haul

[redacted] ph ###-###-####Desired Settlement: I would like to see that we don't owe anything and the late charges taken off as well.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Northern [redacted]a, Saskatchewan & NWT regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and because of the confusion with his payments, Mr. [redacted] is writing off the September payment for the inconvenience we caused him. Mr. [redacted] also mentioned that after review the account, he found Mr. [redacted] has a history of making late payments, thereby creating late fees. Mr. [redacted] was advised we will no longer waive these fees.

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.

[Actually I have not been late on any of my payments, The late fees were incurred as a result of an error by Uhaul in applying my payments to the incorrect account. I have mailled uhaul several times copies of the money orders that were cashed by them. However they refuse to take action an apply the appropriate payments to my account .. So in fact I overpaind $30 in late payments fees which should not have been applied to my account. I cannot be charged for late payment fees because error by one of their employees. I have all the records on hand to prove my payments, however on Uhaluls records, one of my payments is missing although I have a recieprt from the BANK shoing that the payment was cashed by the company. Again I have maild this proof to the company several times , but for some reason the choose not to crossreference with their records to fix the situation.. PLEASE take the time to review what I have mailed to you .. do not go by whats on you website ..it doesn't reflect one payment, I have in my possision copies for 8 money orders that were cashed by you .. your records only show payments for 7 money orders. In addtion to mailing the proof , I have even gone as far as to get my son in law ([redacted]) to scan and email copies of all the money orders to MR [redacted] F[redacted]., This has yeilded no response. Actually MR [redacted] F[redacted] ws very dismissive to my son in lay and didnt even want to work with him to resolve the situation.. All I'm asking for is for someon to go throuh the reciepts and copies of money orders we've sent and they will realize that an error was made on U-hauls side. If I was money, handouts or write offs I would let this go right here. however just want the right thing done here. This is bad businesss when you cannot fix your records. even after the proof has been sent.

Again I've attached a copy of the Money order that was cashed by Uhaul but not applied to my account.

This has gone on long enough we need this resolved ASAP.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern [redacted]a regional office, reviewed the information Mr. [redacted] provided and advised our office he has been contacted by email. A refund for the amount owed to Mr. [redacted] has also been issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[I received an email from [redacted] from Uhaul on 29/09/13 indicating that the issue was now resolved and that a refund would be issued back to my credit card within a few days. Today is the now the 10th october 2013 and to date no refunds have been applied to my credit card from UHaul]

Regards,

Review: The u haul rep. Did not explain a thing to me. She messed up the billing and charged my card twice. Then claimed that she did not. She was rude the entire time telling me that I need to just go and call customer service. After doing the quick check out online I was there for 40 min waiting for her to finalize everything. Most of the time the uhaul rep will bring the supplies out to the truck. She said oh grab those blankets. Then after she pulls the truck around she gets out of the truck and walks inside. No walk around. She did not check fuel level. She just walked away. Also my online reservation shows 24 hrs rental and she put return at 3. So she put info in that I did not approve. I also want to add very rude. Will never do business there again and will never recommend that locationDesired Settlement: I want a discount on the rental itself

Business

Response:

August 12, 2014

Revdex.com # 10150686

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] and apologized for his recent experience with our company. [redacted] offered [redacted] a $25.00 refund which was credited to his [redacted] on 8/9.

Our customer are very important to us and we regret to hear of situations that cause problems for them.

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

Sincerely,

Executive Assistant

U-haul International

Review: On April 28, 2015 I rented a truck and trailer from U-HAUL and originally scheduled for my pick up to be from Clovis, NM to Albuquerque, NM. I then called the 1800 number to change this reservation from picking up in Clovis, NM to be picking up in Artesia, NM (as this was closer to my home I was moving from) to Albuquerque, NM. When I purchased the rental the gentleman, [redacted] informed me I was allowed 4 days for the rental and was to return it on May 2, 2015. On May 2, 2015 I tried to return my rental to the Rio Rancho, NM location. The associate there informed me that if I dropped off the rental there instead of one in Albuquerque, NM that I would be charged an additional $250 non correct drop off fee. The location in Albuquerque, NM was already closed so the associate told me I could drop the rental keys and rental contract in the after-hours drop box and I would not be charged additional days. On the morning of May 4, 2015 I noticed that an additional charge of $379.63 was charged to my credit card. I immediately called the 1-800 U-Haul number and was told I was being charged for additional days. I informed them I dropped off the rental on the correct date but it was after hours. They said that they would need to look into the matter and have a manager call us back within 3-5 business days if there was an error on their end. HOWEVER, because this fraudulent charge has been made on my account, my bank account balance has become negative. So since we just moved to our new house we are unable to purchase groceries, gas, utilities, and we are also unable to take our very sick cat (who became sick during the move) to the vet due to the fraudulent charge making my account negative.Desired Settlement: Full refund for the fraudulent charge on my credit card. Plus possibly a free rental at another date due to the hassle of not being able to access any of our money due to their error. Also employees need to be better trained to where this does not happen to another customer again!!

Business

Response:

May 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr [redacted] I will refund the extra days and miles that were alowed on the contract, but you signed the contract to go from Artesia to Clovis and you dropped off in Albuquerque. So I am not understanding your dispute on the wrong destination charge. 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

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.

Here is the response that I have sent Mr. [redacted] on 5/5/15:Mr. [redacted], thank you for your understanding. When I first ordered the equipment, I called the 1-800 # I told the lady in the phone that I was going to pickup in Clovis and drop off in Albuquerque. Then I called back and let them know that I was going to pickup in Artesia, because it was closer to lovington than Clovis and drop off in Albuquerque. I looked up on your website and it says destination is in Albuquerque. I will attach a screenshot. Then when we got to where our house is, we tried to drop it off in Rio Rancho, but when we got there the gentleman told us that we needed to drop off in Albuquerque or he would have to charge us a wrong drop off fee. Then we asked him if we could drop off at any of the places in Albuquerque, and the closest one was closed and he said that if they were closed then we could drop off and leave the keys and contract in the drop box and not get charged extra days. The pickup date was 4/29 and the drop off was 5/2. So that's what we did. I understand and don't mind about the mileage and paying the overage, but I don't feel that I should have to pay for any extra days or a wrong drop off fee. I took all the advise that the other Uhaul reps were giving me. Thank you, [redacted]

Further more, I have NOT received any response from but I did receive a refund in the amount of 122.00 to my bank account 5 days after it was emptied because of a lack of communication between all Uhaul representatives that I have spoken with. With that being said, I am even MORE dissatisfied by not getting any phone call or email response from anyone at Uhaul Corp. since 5/5/15 (now it's 5/8/15). I will stand by my complaint and never use this company again if this is what they stand by, not wanting to hear what their customers have to say or really hearing their complaints and doing what ever it takes to understand what the problem is. I run my own business and if I treated my customers the same way, I would be put out of business very quickly. I thank the Revdex.com for all of their support and help in this matter but Uhaul is going down in my book as a company that will leave you high and dry without any response as to why they want to over charge you and not be willing to work with you.Regards,

Review: My complaint is against the U Haul Moving & Storage Corporate Headquarters of Arizona and its affiliate location here [redacted], Maryland (4301 Pulaski Hwy Balto., MD 21224)Complaint - Failure to secure their CASH Receipts in transportation between the Baltimore and Corporate Headquarters in Arizona; thereby resulting in a lost payment (in the form of personal checks) received from customers on the weekend of October 27th, 2012. This lost payment resulted in my being charged late and delinquent fees by U Haul and a $35.00 "stop check charge" at my local bank to stop payment on this lost check. Obviously, the carrier used to transport their cash receipts between the two locations was not bonded or my payment would have been insured and protected.In good faith on 10/27/2012, I had made my payment early (due by 11/10/2012) at the location here [redacted]. As a matter of fact, I have always made my payments, for my storage unit, early. On 12/11/2012, I was denied access to my storage unit because of the lost payment from 10/27/2012. To settle the matter, I offered to re-pay the November rental charge with my debit card, which I did. The next day, I went to my local bank to stop payment on the lost check and they charged me $35.00. I would like to be refunded this $35.00 from U Haul because it was not my fault that the check was lost. To this day, I still do not know where my check went. Customer Receipt No. [redacted] Rental payment for November 2012 Amount $74.95 personal check# [redacted] Signed by Shawn Porter dated 10/27/2012 Customer Receipt No. [redacted] Rental payment for December 2012 Amount $74.95 Cash Signed by Tracy dated 12/02/2012 Customer Receipt No. [redacted] Rental payment for November 2012 (lost check #[redacted]) Amount $74.95 Bank debit card Signed by Clermont dated 12/11/2012

Product_Or_Service: Storage

Account_Number: Unit [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the $35.00 I paid for the stop check, charged by my bank ([redacted]) and I would like for U Haul to drop any and all late fees and delinquent fees charged against my account for this transaction. I would also like to have full access to my storage unit# [redacted] ASAP.

Business

Response:

January 3, 2013

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

Ms. Vicki Powell, our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Mr. [redacted]provided. She advised our office that after further research and discussion with our GM of our U-Haul Moving and Storage at Pulaski Hwy, they concluded that Mr. [redacted]was given a month of free storage to help offset the inconvenience he experienced. Although Mr. [redacted]never sent in a statement verifying he paid for the stop payment as requested, Ms. Powell explained they would go ahead and issue him a refund for the $35 stop payment 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: [redacted]Intake # [redacted]June 28, 2013Uhaul/ubox I have been calling ubox a few days after I left Tacoma, Washington because according to their contract someone was suppose to call me within 24 to 48 hours after they received my uboxes. I left Washington on the 20th of June and until last night on the 2nd of July on one would ever return my phone calls.. I didn't start keeping tract of names and taking notes until the 28th of June 2013 and day after we arrived here in Cary, North Carolina. I was calling Uhaul while driving cross country, talking to different people concerning our boxes to see have they been shipped and when will they be here. No one I talked to could tell us anything about our boxes. I would call one location and I was automatically transferred to their call center. Their call center could not tell us any information about our boxes they said that our boxes was at another location. Then they would call that location which is Parkland, Washington and they were not able to get through to them either. So they told me that they would send that location an email and that someone would get in contact with me by the end of the day or the next day. No one called me back. The next day I called them again to see if I could find out what was going on with our uboxes, and the same thing, no one could tell me anything and they were not able to talked to anyone at the location. This went on most of the time while driving from Washington. I stopped in Illinois for a fees days at my brothers house, and while there I would called the people at ubox and still I would get the same answers, that they didn't see an update and that they don't know why our boxes hadn't been shipped. Someone from there would again call that location but was not able to get through. I was told again that they would send them a email and that someone would contact me before the end of the day or the next day. No one ever called back. There are additional information I needed to add but was not able to add to this box.

Product_Or_Service: Ubox

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like for Ubox/Uhaul to honor their original verbal agreement we had per our phone call stating that a second Ubox wouldn't cost more. I would only have to pay for the additional box which would cost $79.95 plus taxes.

Business

Response:

October 7, 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 WA regional office, advised our office they have been in contact with Mr. [redacted] over the past few months regarding his U-Box transactions. Mr. [redacted] has also contacted an attorney. Ms. [redacted] attempted to speak to the law office to offer a resolution, however, his attorney was away from his desk. She left a message and hopes to hear back from the Law Office of [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 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 email I must have over looked, but their offer is very low, this is an offer that was sent to one of the lawyers at [redacted]. First I do not know how they came up with that figure, but according to my calculations they owe us $1045.53. This is the difference we should be paid due to the quote I received over the phone with one of their employees. As I stated in my complaint I was told that for a second box, the shipping charge would still be the same and all I have to pay was the 69.95 plus taxes. The original quote for the box was $1243 and when I called about a second box it was stated that the shipping would not change and that's why I got the second box.

Review: The company keeps sending me non-payment notices for a storage space that I have not rented from them. I called and requested that they stop sending me those notices but was told that they have my name as an emergency contact for someone who has rented from them. I told them to remove my name from that account because I never gave permission for my name to be used in that way. I also requested the holder of the account to remove my name from the account with U-Haul Moving & Storage.I'm still receiving non-payment notices from the company inspite of my request for them to stop because I have no contract with them.Desired Settlement: U-Haul Moving & Storage should remove my name from their records and stop sending to me non-payment notices for account number 1342

Business

Response:

October 29, 2012

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

Ms. Paula Fontaine, a Senior Customer Service Agent, sent Ms. [redacted]i an email requesting the address of the U-Haul storage location involved. Ms. [redacted]i responded by email explaining she was currently out of the country and will furnish the information when she returns the week of November 5th.

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 [redacted]. I will provide the information that is requested by the business during the week of 5 November 2012.

Regards,

Review: I had a trailer hitch installed on a new van and a wiring harness. I wasn't asked about any warranty or anything. Wasn't offered a better grade of harness or anything. 3 months later the wiring harness corroded and caused my tail lights to stop working as well as the trailer lights. I stopped by the [redacted] location to ask if there was anything they could do and I was advised to come back next week when someone else was there. When I came back next weeks I explained the issue to the manager or someone who appeared to be. He asked me if I bought the warranty and I stated that I wasn't sure/ never was offered. He didn't even come out to look at the van - he simply said " We can put a new wiring harness on for full price ($89) but other than that there's nothing we would do." without even looking at the van...didn't even try to help my situation or offer an alternative....I walked away without another word, not even a sorry or anything....then I called to report it through the corporate office where I had to leave a message and never did get a call back....Desired Settlement: I would like a refund on a defective product that caused expenses to my personal vehicle as well..

Business

Response:

April 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM of our U-Haul Moving and Storage of [redacted]. location, followed up on the information [redacted] provided. He informed our office he made contact with [redacted] and offered an apology. He asked [redacted] if they could work out an amicable resolution. [redacted] is waiting to hear back from [redacted] at this point.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International

Review: When I setup my appointment with uhaul, I scheduled the truck return to be 2 blocks from my house, at one of there certified drop off points (as dictated by their website). Unfortunately, one I arrived that evening, the location was gone, as in no longer existed. I proceeded to look online from my phone to find the second nearest location, after arriving it didn't exist either.

After this, I had called into customer service, where I finally found and overnight drop off, although I had to open the gate and close it back myself after driving in the truck. Once I the ordeal of finally finding a drop-off location was complete, I found the dropbox where I was to leave my keys and contract, was completely destroyed, and un-lockable. Meaning that I would have left their keys and contact on a visible shelf in what was once a box. (I have pictures to verify).

Having enough problems with uhaul for the evening I went home, as it was past 1am. The next morning around 8am before I could even contact them, they called me informing that my truck was never dropped off. Then after reviewing their notes, they apologized and informed me that they didn't have the keys to the truck, but not for the obvious reason. I told them about the dropbox situation and they thanked me for not leaving it there, then asked me when I could bring the keys in. I had informed them that I didn't have the opportunity at the moment as I leave for work before they open and get off of work after they close, and would get it in at my soonest opportunity. They informed me that, it wouldn't be a problem and I could drop it off "at my earliest convenience."

Even when trying to drop off the keys after hours, the dropbox STILL wasn't fixed. Finally on the third day I had a family member drop off the keys because of their business hours and broken drop-off. After I thought things we're finally over, I received a bill for an additional $180! After calling uhaul the first time for a resolution, the location manager blatantly told me that I'm gettting charged, and there is nothing I can do about it.

I get the number of the uhaul president to get this resolved. After speaking to Mr [redacted], I am informed that I will be contacted by a district manager, or some locational manager of some sort that day, but I don't. After a few days of not being contacted, I call Mr [redacted] again, when he agains informs me that I will be contacted by that same manager, and this time I do.

After speaking with this manager ([redacted]), he informs me that he will look into the issue and get back to me that day, but he doesn't. I hear nothing for over a week, and I'm finally fed up.Desired Settlement: After horrendous customer service and blatant lies about fees and responsibilities, I want a full refund of the additional $180. Not even the cost of the truck for the day I had used it. All I want is the inaccurate fees refunded, I don't think thats too much to ask.

Business

Response:

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

[redacted], our Area Field Manager for our Chicago South and SW Suburbs Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] for the overage minus one day charge. Mr. [redacted] kept the keys for four days and our U-Haul location could not move the truck that had been poorly parked by Mr. [redacted]. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

I am writing in regards to my recent experience with Uhaul. My girlfriend and I recently moved to Las Vegas from Albany, NY. We chose Uhaul as we had used their services before, it was never exceptional although we never had a real problem. We placed a reservation for a Ubox over a month before the move date thinking it would be the easiest and cheapest way (as advertised) to move the few pieces of furniture we had. However, I arrived at the Albany Uhaul on the scheduled pick up day to find they did not have a box for us. Employees were riding around on bikes outside while I waited with a friend (who was helping me tow the box) for over two hours. Although it amazes me that they weren't prepared for something I had ordered a month prior, this was really just an inconvenience, albeit unprofessional, and only the beginning of the problems. We knew it would take a while for the box to arrive in Vegas, but I was surprised when they called to say the box had arrived but they had no way to get it to us for another week. The cost of them just to bring it from Henderson to our house and back was around $180, so we decided to take the initiative and rent a truck to bring the box up ourselves. This for us was a 40 minute drive each way. When we got back to the house we took the plastic covering off the box and discovered there was a pad lock on it. We called the office in Henderson and they had no information about the box having a lock. Apparently it was done in New York, but the office never wrote it in the notes and didn't ship out a key. Now we have to drive 40 minutes back to Uhaul to get something to break the lock and another 40 minutes home. After all was said and done we put an additional 180 miles on our car and wasted hours of our time. I called Uhaul the following day to speak to someone about the problems we had had. The office in Henderson worked with us well enough, but my phone calls that day consisted of me being passed from person to person with no real answers. I was told to call the New York office, which I did, but received no response from them. I spoke with multiple people in the corporate office who assured me a resolution would be reached in the next three days. The only 'resolution' I received was an incredibly rude phone call from the manager in New York. I have spent hours on the phone with multiple people over the past week and, because of the way I have been treated, I felt inclined to write this complaint. The box itself cost over $1400, the moving to and from Uhaul cost another hundred or so, not to mention the additional miles and gas money spent for something that should not have been a problem in the first place. We have wasted time and money that we should not have had to spend. The New York office half-assed every interaction we had with them and this whole experience has been the worst part of our 2,600 mile move. I will never use this company again, and from the reviews and ratings I see elsewhere I would suggest that they change their business plan to actually accommodate their customers rather than make their move an expensive nightmare.

Review: My wife and I went to pay the storage unit on October 8th 2014. He took my card with him when he went to get us his business card. Then handed us his business card and my debit card back. I checked my account the next day to make sure the charge went through for our monthly payment. I saw that not only they charged my account for the month charge, but then on October 9th 2014 they charge my account for the $593.00 which was not authorized. We called the storage unit and spoke with [redacted] that handle the payment when we went in on october the 8th. My wife and I were promised a refund by [redacted] on October 9th 2014. We have been waiting for the refund. We called on October 10th he kept saying he will get it taken care of. Then we called on October 14th. [redacted] said the refund was processed on monday October 13th. We called on October 17th he said he will get the refund taken care of and call us back. He didn't call us back. It is now Monday October 20th and still no sign of the refund that was promised. This is a business that I don't recommend anyone to deal with. We want our refund back that we were promise. I served this great nation when I was in the Navy and then served in the Army. And for a company to treat their veterans like this is unacceptable. Even his employees said he is not paying them. His staff says [redacted] does this a lot. I don't want to do further business with this company that is not doing things ethically. This company should be investigated. Desired Settlement: The refund that was promised of the $593.00 for the unauthorized charge.

Business

Response:

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

[redacted], our President for our Oklahoma Regional Office, followed up on the information Mr. [redacted] provided. He assured our office Mr. [redacted] would be contacted and a refund issued as required.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was interested in renting two U-Haul Uboxes as part of my DITY move; naturally, I called to inquire about a military discount. I was told by the customer service representative that there was a 10% discount that would be applied to the account. U-Haul advertises no hidden fees and that everything is explained up front. The customer service representative said all I needed to do was go to the store and show them my military ID. When I arrived at the store, none of the employees knew what I was talking about and someone said I would need to speak with the General Manager, [redacted]. I called the General Manager; she was uncooperative and said shed have to check into it. At that point, I contacted the U-Haul customer service center and was directed to [redacted]. When I spoke with [redacted] she said she would need to speak with her headquarter, in Arizona, an entire three hours behind the time zone Im located in. I was willing to cooperate. [redacted] contacted me the next day to let me know that I would receive the military discount on my bill but she was not sure how much. Out of curiosity, I called [redacted] and she told me that the discount had been applied to my account; there was no need to come in to the store. The entire discount was $12.00 because the discount is only applied to the rental of the Ubox itself, which is $60.00, due to the fact that I rented two boxes; I received a discount for both. Were it not for the fact that I had to leave for my next duty station, I would have returned the boxes and gone with PODS. U-haul did not disclose any of this information up front as they stated and they said whatever was necessary to get me to rent from them.Desired Settlement: I would like the 10% discount to be applied to the total amount of my bill $3100 due to the fact that U-haul did not disclose how they would apply the discount nor is it available for review on the website.

Business

Response:

September 10, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern Georgia, followed up on the information Mr. [redacted] provided. She informed our office she attempted to speak to Mr. [redacted] but reached his answering machine and left a message requesting a return call. She needs to obtain additional information and is willing to offer a discount plus she mentioned they would like to keep Mr. [redacted] as a customer. Ms. [redacted] hopes to hear back from Mr. [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

Review: U-haul took possession of my ubox fully 3 weeks ago. They were supposed to deliver it within 10 days of them taking possession but still have not. I have called and spoken or left messages with several people. No one I spoke with helped me, and the people I left messages with will not return my calls. They also deleted all of the order information and my contract off of the website. Luckily, I have hardcopies of everything.Desired Settlement: I would like my thing delivered with a partial refund.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] chose to unload some of his items from his U-Box on site on August 13th. He had relayed later in the day he would return to remove more items. Our GM of our U-Haul Center contacted Mr. [redacted] and asked if there was anything further he was requesting and Mr. [redacted] replied that he had no further issues.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On July 26, 2014, I rented a U-Box at U-Haul’s [redacted]. location, at [redacted] (the “[redacted] U-Haul”). A U-Box is U-Haul’s equivalent of a “PODS” unit, i.e. a cubical storage unit intended for storing items for easy transport. At that time, I loaded most of the contents of my apartment into the U-Box, and returned it to the [redacted] U-Haul for them to store it until such time as I was ready to have it sent to my new residence, in Baltimore, Md.

I then moved the rest of my things into another location in [redacted]. My lease on my old apartment ended July 31, but I needed to remain in the area another month, and had managed to find someone willing to rent out a room in their home for that month, the month of August. Upon packing up to leave that room, I found I had too many things to transport out of the city. I needed to put some more things in my U-Box.

I went back to the [redacted] U-Haul on August 23 at about 11:00 AM, arriving to the head of the line at about noon. When I explained my request to the person at the front counter, he told me that they were too busy to prepare my U-Box for me to load in my additional items. He told me they would have it ready by 4:30 PM, and he would give me a call when it was ready. I thanked him and left.

At 4:30 PM, not having heard back, I called the [redacted] U-Haul to find out what was going on. My call was routed to a call center, despite my having called the [redacted] U-Haul directly. The call center employees explained that this was standard procedure when a location became busy. I explained my situation, and various call center employees attempted to help me. However, they were unable to get in touch with anyone at the [redacted] U-Haul. At one point, one employee thought she had done so, but it was in fact someone at a U-Haul location in Ann Arbor, Mich. Then I had to call back and start the process of explaining all over again. Finally, a supervisor at the call center put me in touch with someone who was able to give me the cell phone number of the general manager of the [redacted] U-Haul. I called that number and got his voicemail; I left a message, and never heard back. In all, I spent perhaps one and a half hours on this matter, with no result.

I moved out of [redacted] the following day, August 24. Because I could not access my U-Box, for which I am paying a monthly rental fee, I had to abandon the items I had planned to put in my U-Box. My (now former) landlady has them, and she is potentially willing to mail them to me (the items consist of seven books). Since this is U-Haul’s fault, I think they should pay for the postage, and in fact I think they should pick up the items from my landlady and mail the items themselves. However, I have still not heard back from the general manager or indeed from anyone at U-Haul. It appears to be a waste of time to try to call the [redacted] U-Haul, because whenever I do I seem to just get sent to the call center, and the call center employees insist that only the [redacted] U-Haul can issue any credits or refunds on my account, because that’s where I rented the U-Box. That seems like a very dishonest sort of business practice.

In any case, I am presently without those books, which are my property, because of U-Haul’s behavior. Unable to get satisfaction though U-Haul, I am filing this complaint.Desired Settlement: Per the above, since this is U-Haul’s fault, I think they should pay for the postage, and in fact I think they should pick up the items from my landlady and mail the items themselves.

Business

Response:

September 4, 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 Illinois Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained that he had one box of books. She was going to the location to take pictures of the box and bring it back to the U-Haul Center to have stored in Mr. [redacted]’s U-Box. Ms. [redacted] stated she would make sure it was secured and then take more pictures and mail them and the keys to Mr. [redacted]. Mr. [redacted] accepted this resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My issue with U-Haul began when I reserved a 26' truck (Contract # [redacted]) in [redacted] to move on August 30th. Despite TAKING the reservation, U-Haul did not supply me with the reserved 26' truck at the specified location. Instead, I drove 1 hour out of my way to pick up a smaller truck and trailer combination. Having previously moved twice in the past 12 months, I knew I needed the larger 26' truck. However, I had to move that weekend to vacate the rental house on schedule at the end of the month, and so that my wife and I could start work in [redacted] on Tuesday, September 3, 2013. My wife and I believed we had no other option because the move was time-sensitive - something that U-Haul does not seem to appreciate. Moving is stressful as it is, and dealing with U-Haul compounds on this stress.

Because U-Haul failed to provide the reserved equipment and the smaller equipment that was provided was insufficient in size and volume, we were not able to transport all of our possessions. Therefore, U-Haul's failure forced us to make a second trip which cost us in several ways: (1) our time for a second moving trip, (2) return round-trip travel costs with our car (gas and mileage), (3) additional rental costs, and (4) fuel for the rental vehicle. Additionally, now that I had to use a second moving truck, I have been charged for an extra day. This last charge is insulting because had U-Haul made good on the original reservation, I would not have wasted more time and money, and would not have incurred the “additional day” fee. This is insulting and expensive.

To make matters worse - I had to fight to try and get U-Haul to set things straight. The additional secondary rental should have been FREE, however I had to fight to get a reduced price as the company was going to charge me over $164.00 because of their mistake! Furthermore, not only did I have to fight for a reduced rate (which turned out to be more than what they promised), I was allowed less mileage and less days to complete the same move. This is aggravating, upsetting, and very disappointing from this customer's perspective.

Failing to satisfy the first reservation:

First reservation:

26’ truck = 1,611 cubic feet

Supplied equipment (Contract: [redacted])

17’truck = 865 cubic feet

6x12 cargo trailer = 396 cubic feet

Total = 1261 cubic feet

Second trip (Contract: [redacted])

Deficient by 350 cubic feet, this necessitated renting the 10’ truck (smallest truck) with 402 cubic feet.

Conclusion: The initial equipment provided is quantifiably insufficient in volume by 350 cubic feet.

Lack of accommodations:

First reservation:

26' truck (replaced with 17’ truck and cargo trailer), 2 days plus 1 extra day and 207miles allowed plus 73 extra miles.

Total: 3 days and 280 miles

Second reservation:

10’ truck, 2 days with no extra day, only 165 miles allowed (reduced!) plus 75 extra miles.

Total: 2 days and 240 miles

Conclusion: It is quantifiable that U-Haul allowed less time and mileage for me to complete the second, unnecessary moving trip. This is wrong, and caused me to incur the “additional day” fee. Not surprisingly, the 1 less day resulted in the only extra fee.

My costs:

First contract (Contract: [redacted]) $194.32

Additional charges1 $91.22

Second contract (Contract: [redacted]) $51.71

“Additional day” charge $43.20

Personal costs:

Time 2 people, 2.5 days each 5 days of our time

Personal vehicle mileage2 $189.84 (336 miles x $0.565)



TOTAL COSTS $570.29 (without calculating personal time and personal expenses)

1 A charge of $14.00 was made and not justified. I have requested this money to be return because U-Haul was not able to provide any explanation to justify this fee.

2 Personal vehicle mileage: [redacted] to [redacted] (to pick up rental), to [redacted] to return to [redacted] totaling 336 miles. Federal Reimbursement rate @ $0.565 per mile ([redacted]).Desired Settlement: I request all fees associated with the second contract charged by U-Haul totaling $94.91 and personal vehicle mileage of $189.84, and an erroneous charge of $14.00 from the first contract be returned to me immediately. This is a sum of $298.50. While this may seem inflammatory, U-Haul continues to not appropriately satisfy reservations and contracts.

In the past, U-Haul has performed poorly when taking reservations. In August 2005, U-Haul filled my reservation for a small truck with an oversized truck that was provided 1 hour north of the reservation pick up in [redacted]. The provided vehicle mechanically broke-down in downtown Albany, leaked diesel fuel on the road and created a hazardous condition. As a result, I argued and rented a cargo trailer for $1.00 to move from East Greenbush, NY to Ithaca, NY.

I look forward to U-Haul’s response, and immediate resolution to this unresolved issue. I cannot stress enough that I am very dissatisfied with U-Haul, once again. Shame on me.

Review: On Dec. 21, 2014 I([redacted]) removed my furniture from unite [redacted]. Myself, Mr. [redacted], [redacted] remove everything from the storage unite. I remove my lock from the unite and return their lock/key to them but I fail to get a receit. I recieved an email reminding me of the next payment. In Jan.2015 I called uhaul and spoke with someone about my account and they told me it was still open. I told them it had been cleaned out and I let the young man no at the desk!! so he said they will close the account. Uhaul continue to send me a reminder on next month payment and I call again and they said for me to come down. Yes I did return to uhaul march 31, 2015. The young man at the desk with long dredlock hair style assisted me. I gave him my name and I told him I am here to close my account. He said let me check to see if their a lock on it, he returned and said I still have a lock on it!! I told him I did not leave any lock on it, I said show me and we went and check the unit and their was 2 lock on it. I told him how could it be I still have my originald lock from that unite. those are brand new locks on their!! so he then starts to tell me well we can cut the lock off for 50 dollars and you also have to pay next month storage!!!I told him no!! Well I will have to get leagal advice..and I told him the credit card you are using does not belongs to me!! that is fraud!! I left the building and call 911/ the police came out/ I told him what happen we went in to speak to the young man and he did not return to the desk so the police call the other desk clerk and had him to witness the statement the police wrote in my favor showing that I did come into their facility to closed out the account!! Even though the policeman said their was nothing they can do about my situation because the owner had to determine wether to close the account. so I called the uhaul main office then they start telling me I had abandon my unite and they will continue to charge me!!!! So please Help, me s

Product_Or_Service: storage payments

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

Pleas close my account and stop using any credit cards that are being used for that account!!This is a scam!!! I no longer wish to do business with them now or in the near future.

Business

Response:

April 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She offered her apology to Ms. [redacted] and advised her of a refund for $332.85 that was charged to her friends credit card. The refund should post on her friends next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: Our 6 U-haul U-boxes were to be delivered from [redacted] to [redacted] almost 3 weeks ago. We have been able since the second day after dropping the filled U-boxes off at U-haul to establish that they in fact have our 6 U-boxes. For the last 3 weeks we have only been given the answer, "I will check and let you know". No one calls us back. We of course are being caused great distress and detriment since all of our home is in those U-boxes. We cannot get established in our new home while our files are in the boxes. Had we known U-haul would lose 6 U-boxes on the second day...we would have hand carried all files. Our furniture, winter clothes, kitchen, family heirlooms, our home basically is in those 6 U-boxes. No one will tell us where they are nor does anyone pick up the phone when calling. The [redacted] number is no better. They pass us off to the "U-boxes" department only to have no one answer. You are instructed to leave a message but no one calls you back. PLEASE HELP!!! Winter will be here soon and we have none of our winter things. Not to mention a bed, couch, etc. This is terrible service!!!!

cc:

Letters to the editor

News stations

[redacted]Desired Settlement: WE WANT OUR U-boxes WITH THE CONTENTS OF OUR HOME DELIVERED ASAP!!!!

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Florida regional office, followed up on the information Mrs. [redacted] provided. She informed our office the delivery of the U-Boxes was two days late, therefore she is honoring the $50 per day per box, which is a refund of $600. They were also charged another month of rent for the four boxes that should not have been charged as they moved out on July 7th. An additional $411.79 will be refunded. Ms. [redacted] spoke to Mr. [redacted] and advised him of 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 called UHaul's company president [redacted],**. 3 times and haven't been called back to resolve my issue. On Sunday 10/5/14 at 9:49, I rented a truck that broke down less than 3 miles from the store. Between waiting for Uhaul's roadside assistance (who took over an hour to arrive, spoke to me in a very condecending way and was smoking the entire time he attempted to fix the truck) and getting the run around from Uhaul, it took me 4 hours to get back to the store to get another truck, at 1:55. My trip would've taken me less than an hour to get my items, drop them off home and to bring the truck back to Uhaul. Instead, it turned into an over 5 hour ordeal where I was told to bring the truck back the next day. All this was on my daughter's 19th birthday in which her party was supposed to start at 2PM. This issue took a huge chunk of my day and I feel that this this was handled is totally unacceptable- the mechanic even said that this was not a new issue and the truck shouldn't have been rented to me. I spoke to the general manager [redacted] and haven't gotten satisfactory assistance with this issue.Desired Settlement: A full refund of the $35.16 I paid would resolve this issue for me.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the breakdown and issues leading up to her filing a complaint with your office. Mr. [redacted] advised Ms. [redacted] he issued her the refund for $35.16 as requested back to her [redacted] account. The refund should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her 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