J.R.J. Tara Corporation

Review: Rented 3 U boxes from U Haul, moving from Ballwin, MO to Cortez, CO. The boxes were being shipied to Farmington NM because they didn't have a warehouse in Cortez, CO. The website states that there will be no shipping charges until the request is made for shipping. The boxes were filled and dropped of @ U Haul in Ballwin, MO on the 25th of September, U Haul charged me for shipping on the 27th of September without me requesting shipping. I spent 2 hours on the phone with U Haul on the morning of the 28th of September. Was finally told that the charges would/have been reversed, that I should see the funds returned within 48-72 hours. I called U Haul in MO. on the 30th of September to verify again that the money was being reversed and I still had not received my money, it has been 10 days now and I told her to just ship my items. U Haul could hunt their money down to wherever they sent it to. I stated that I wanted my items shipped, no additional charges to me. She stated that she was messaging the warehouse back in Missouri to ship my items. Finally on the 8th of October the money was back into my account. My Items were finally shipped to Farmington, NM. Was called by the rep. there who then told me that U Haul wanted $959.85 to deliver my 3 boxes 69.2 miles. Their cost for the trailer to haul the boxes was $25.00 per day. Not even sure how they came up with this amount, seems to me that their might be some retaliation on U Hauls part because of my honest comments on their facebook page.Desired Settlement: After spending weeks fighting through this with U Haul and being told that it was my fault, not theirs (this was told to me by [redacted], Manager in Missouri) I would like at bare minimum a apology for all the grief. I left St. Louis on the 28th of September, my items were not in my hands until the 26th of October. It cost me another $125.00 to move my items.

I think U Haul could issue some sort of refund. I am in no way asking for the shipping costs back, but their lack of concern for their customers is outrageous (just look at the comments on their facebook page, the only people who are happy with them are their employees or organizations who get free rentals from them)

Business

Response:

November 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President of our Saint Louis regional office, followed up on the information Mr. [redacted] provided and informed our office he sent Mr. [redacted] the following email:

Hello [redacted], I just wanted to let you know that I picked up the charges of $226.41 for rental of your U-Boxes this month. You will not be charged for the period from 10/24 through 11/24. The boxes shipped out last week so they should arrive in N.M. this week. If you are unable to unload them by 11/24, please call me and I will work something out before you are charged rent again. ###-###-####. Thanks, [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.

Once again, U Haul shows that they have no handle on their customers or their needs/complaints. The email that Mr. [redacted] sent was 4 days AFTER I had picked up my items out of the boxes in NM and had them in my house. Their empty gesture to make this complaint go away is unacceptable. Complaints were made both verbally and in writing to U Haul. I would think that U Haul would try to step up, either from the Missouri side or corporate. As I stated in my initial complaint, I am not looking for a full refund (as I have seen some other people asking for who have problems with UHaul), just something besides telling me that they aren't charging me rent on boxes that I am not even using anymore.

Regards,

Business

Response:

November 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President of our Saint Louis regional office, reviewed the information Mr. [redacted] provided. He relayed to our office that U-Haul has only collected the amount owed by Mr. [redacted] for the services he requested. He has not been overcharged and is not due a refund. Mr. [redacted] added that a refund would have already been issued if one was due back. He asked that we relay his apology for the fact that after numerous attempts this issue has not been resolved to Mr. [redacted]’ satisfaction, however, his 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.

Classic UHaul, we didn't do anything wrong, not our fault, must be the "customers" fault. I was sitting in a McDonalds last week, a customer received their food, was not satisfied with 1 item. They took it back to the counter and McDonalds IMMEDIATELY took the item back, replaced it with what the customer wanted and apologized. UHaul hasn't even remotely taken this route. I would encourage the Revdex.com to take a look at the UHaul facebook page, full of nothing but unresolved complaints. UHaul needs to look beyond Mr. [redacted] and find someone who cares

Regards,

Review: On December 15, 2013 my roommate [redacted] and myself, [redacted] rented a U-haul under my [redacted] with the understanding that the estimated charges of $155.95 would be charged to the [redacted] and the charge would not exceed the authorized amount of $174.74.

Documented below is the timeline of events that followed:

1) [redacted] and myself picked up the U-haul at approximately 9:30 am on December 15, 2013 from [redacted] (U-Haul Neighborhood Dealer) [redacted] Upon inspection of the vehicle we commented on the smell of gas in the U-haul and it was dismissed as "kids trying to siphon gas."

2) Arrived at our location and started to load the U-haul. We noticed the gas gauge had gone down considerably and that there was gas on the driveway. The first call stating this to U-haul was made by [redacted] around 1 pm. U-haul's phone representative in Phoenix, Arizona requested us to stop loading the truck as they would send a new one.

3) A U-haul representative arrived without another truck and spent over an hour looking around and under the U-haul. He said he couldn't find the problem, however he agreed that he could see and smell gas. He did not recommend driving the truck, and said he would try to get a tow and that we were to remain waiting and neither finish loading or unloading the truck. He left without reporting back.

4) We waited for over two hours while on the phone with U-haul getting transferred and explaining our story to over 8 different representatives. No one is able to update us on the status, or give us any direction except to neither load or unload the U-haul. At this point it would be too late to catch our last ferry from Vancouver to Victoria and are now stranded. We are assured by U-haul staff that they would book and cover the cost of two motel rooms at the [redacted] in Newton, Surrey.

5) At approximately 8:00 pm a tow truck from "B n R" towing arrives and hooks up the U-haul. Still with no direction by either U-haul or the towing company as to what to do with our belongings, we decided to finish loading the rest of our belongings into the truck, as we need to vacate our suite by 9 pm.

6) The tow truck driver waited for two hours while we loaded the truck. We stated our concern about wasting his time and not being able to pay for the tow. He states "It's no problem, U-haul is paying the bill."

7) The driver agrees to take us to the [redacted] where U-haul had reserved two rooms. The truck was taken to U-haul grounds where it stayed overnight.

8) After checking into our rooms, we are informed by [redacted] staff that U-haul has now only agreed to pay for one room, so we relocate into one.

9) In the morning, the U-haul was towed to two mechanics for inspection while we waited at the motel, unaware of what was being done, or what happens from here. They finally call to inform us that the truck is fine and drivable and that we are now responsible for all applied charges which included the motel, multiple tow charges and mechanic charges.......had another truck been provided initially, as stated, these costs could all have been avoided.

10) My credit card was authorized for $142 and yet $600 was charged, even though I had spoken to two representatives who assured me that my card would not be charged and it would be up to [redacted] and [redacted] to pay the bill in person. These calls were recorded, as stated on the phone. Both parties had called in and agreed to these terms.

11) After speaking to horace martin in uhaul claims and requesting a break down of the initial charges on december 10th I have still not received this. Two more unauthorized charges of 174 were made today and another 2000$ charge attempted. None of these numbers have been represented or explained/shown to us just been billed to the card

The initial call to U-haul was made as we believed the gas leak to be a safety concern. We are now being accused of a fraudulent claim, however;

1)we did not call the tow truck

2)we did not make the hotel reservation

3) and, we did not decide on our own that the truck should not be driven. All of these decisions were made by U-haul representatives on behalf of U-haul.

After two weeks and over ten phone calls by both myself and [redacted] to U-haul, attempting to reach someone of authority to resolve this issue and after discussion with [redacted] of U-haul claims today (Jan 10) with still no resolution, I am requesting a full refund of all charges and the release of our belongings, with no additional charges.Desired Settlement: I am requesting a full refund of all charges and the release of our belongings, with no additional charges.

Business

Response:

January 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and assured her the truck she rented had been inspected by two separate repair shops and no issues were found. We ended up putting her goods into storage to free our truck and put it back into our rental fleet since they refused to unload the truck for two weeks. If her goods are not retrieved from storage within the specified time frame provided, we will start charging a monthly fee. Mr. [redacted] had advised Ms. [redacted] a refund will not be issued.

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

Sincerely,

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.

[redacted] DID NOT follow up. After spending over two weeks attempting to contact a person of authority his number was given to me to which I CALLED HIM. Although he states we refused to unload the truck we were given no information as to the whereabouts of our stuff during this time and would of most definatly come to get it had we known what was going on. No phone calls from uhaul were made to us to inform us of the situation and every time we called we were patched to a phoenix Arizona employee which could offer no information on what was happening nor provide us with contact with a person of authority. Twice we requested "conflict resolution" and were told someone would be in contact withing 48 hours which never happened. Charges were then put through on my [redacted] for storage fees and unknown fees while we continued to wait for their call however none of these fees were authorized. When I spoke to [redacted] I requested he send me a statement for these fees to which I still have not recieved. As soon as we spoke to [redacted] and found out more information we made arrangements to go and obtain our stuff which has now been released. I am still requesting a refund of the $600 charge as well as two $174.00 charges as no bill could ever be provided.

As for the condition of the truck being deemed driveable that does not change the fact that it was Uhaul who made the decision to tow the truck, delay our move and therefore AGREED to pay for our hotel room. As said before had a new truck been delivered as they stated it would all of this could have been avoided. I hold Uhaul responsible for these decisions and all charges inflicted and will be placing this in the hands of a lawyer if charges are not reversed asap.

Regards,

Business

Response:

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, reviewed the information Ms. [redacted] recently provided. He advised our office he attempted to reach Ms. [redacted] at both telephone numbers listed in order to personally address her concerns, but has not received a return call from the messages he left. In case Ms. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-#### or direct at ###-###-####.

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.

Hello [redacted] I received your two voices messages today (January 22nd) and appreciate you getting back to me however am unable to call you back due to my work schedule from 8-6 Monday to Friday, and you were not in the office this evening. Please respond to this email as I would also like to have written documentation of all conversation that occurs.

Sincerely, [redacted]

*. [redacted] ([redacted]@uhaul.com)Add to contacts28/01/2014To: [redacted]

Hello [redacted], I regret we are in this situation and I understand that you feel charges occurred based on decisions U-Haul made. However we were force to make those decisions based on the information your party provided. Your party claimed the truck was leaking fuel in the the box of the truck. In fact there was no leak at all. I would also like to point out that your party left the items in the back of the truck for approximately 3 weeks at which time we felt it necessary to move them into storage to make the truck available to rent. I feel we were more than accommodating by not applying those charges to you. Therefore, regrettably we will not be issuing a credit of the previous charges. I acknowledge that you were charged for the false claim because there was no issue with the truck per the three inspections.

I am sorry but we will not be providing a refund.

Regards, [redacted]

9/01/2014To:

[redacted];

I would like to clarify we did not state the truck was leaking fuel into he box of the truck but underneath the truck on the driveway, which was agreed by the uhaul representative who came and looked, as well as landlord, and neighbour witness. Your representitive was the one who stated it was not recommended to drive. I would also like to point out that our party attempted to contact someone of authority at uhaul for the three weeks our Items were in the truck as to where the truck was, where our things were, and what we were to do. NO ONE could give us any information and we were told twice that someone of authority would call us back within 48 hours and never did. During this time we were on another island unaware of where our things were and what we were supposed to do, causing much stress. We made over twelve phone calls attempting to collect our things to no avail, all of which should be on record. As for not applying the charges for moving our things I have still, after numerous requests not been presented with a bill with a breakdown of any charges therefore am left in question as to where you get these numbers, what has been charged, and what hasn't. Please provide this as the information is needed.

Thank you,

Regards,

I have received messages from [redacted] and replied via email as per my lawyers request to have documentation of all discussion (as per denial to previous claims by uhaul due to no "proof") I am doing all of this via email so there is written documentation of everything that transpires to cover all of my bases. This is the email conversation up until today (January 30th)

Review: Refiling on Revdex.com Complaint #[redacted]Ms. [redacted], Ms. [redacted], and Ms. [redacted], subsequent managers who replaced Mr. [redacted], Sr. at U-Haul Storage of St. Augustine, a Florida franchise company of U-Haul International, Inc. of Arizona, would not honor a U-Haul promotion of a free rental month given to me by Mr. [redacted], and illegally sold all of my contents in my storage unit in a Lein Sale(s). I was to get a free third month, after my first initial payment. This was done in spite of calls made by Mr. [redacted] to these other 3 managers to confirm the U-Haul promotion that was granted to me. Below is my payment schedule:4/8/2009 - 5/7/2009 My initial Storage Rental Agreement with Mr. [redacted] and I made my first initial payment for my first month's rental.5/8/2009 - 6/7/2009 My first month's rental, after my initial first payment6/8/2009 - 7/7/2009 My second month's rental, after my initial first payment. 7/8/2009 - 8/7/2009 My free third month's rental, but on 7/21/2009, I started receiving notices from Ms. [redacted]; a Late Notice dated 7/21/2009 (which started the many phone calls and emails to this storage facility and to U-Haul International concerning this matter), a Pre-Lein Notice dated 7/31/2009, . 8/16/2009 I received notification of a Lein Sale informing me that my unit was locked, the contents in my unit were sold in auction, that it was too late, and that I was still being charged for rental fees for my free month during 7/78/2009-8/7/2009 with accrued delinquent fees. I was no longer in St. Augustine, but in Jacksonville, Florida, then.9/25/2009 I received a Sale Notice advising me that I still owed UHaul $168.35 because the contents in my unit only sold for $350.00.Desired Settlement: Full payment of my auctioned contents in my storage unit, proof of and reimbursement of the purported sales price UHaul received from the auctioned contents of my storage unit, the elimination of all the accrued delinquent fees and all other related fees from the cost of the auction, the removal of any damaging credit reports UHaul may have filed against me, and the formal filing against this company. If the Revdex.com of Arizona can refer me to an Arizona attorney there, I will file a formal lawsuit.

Business

Response:

February 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Jacksonville, FL regional office, followed up on the information Ms. [redacted] provided. She informed our office they followed proper procedures when Ms. [redacted]’s unit was sold on September 26, 2009. Ms. [redacted] has record of the amounts of $105.95 and $50 being written off Ms. [redacted]’s storage account on July 18, 2009. She also has record of calls made to Ms. [redacted] in an attempt to bring her storage account out of delinquent status before the auction was necessary.

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.

In short, the fact is that UHaul did not honor the free month UHaul promotion that was granted me, even though the initiating Manager even called and confirmed with the new Managers of it. Because UHaul continued with the auction processes anyway, it caused me the loss of all of my personal effects I had.

Review: I picked up my UHAUL and car trailer from the Hogansville, GA location. A worker put my car on the trailer with my front tires riding on the ground. I drove back to my house (that I am moving out) to pack up. My neighbor then came out and stated that my car was on wrong and that I could blow out my transmission. I then proceeded to move my car off, and my car wouldn't even start. I had it towed to my dealer and they told me that my transmission was blown. I then called UHAUL back and they told me to call customer services. I spoke with [redacted] and he gave me a very hard time. He stated that there was nothing he could do and to call the insurance number that he provided. I stated that my car was not going to get fixed until Tuesday and that I no where to go because I needed to be out by Saturday. He was rude and just unprofessional. I then tried calling customer service again and spoke with [redacted] and she too did not help me at all. UHAUL has given great frustration that they caused by putting my car wrong on the trailer. I am not going to be homeless for three days because of this. Next time I move I would go through another company ([redacted]) because of the disappointment that I had with UHAUL.Desired Settlement: I would like to have my UHAUL paid for, and for any troubles (hotel charge) that I have along the way until my car is fixed.

Business

Response:

February 26, 2014

Revdex.com ID#: 9937050

U-Haul Ref#: 552641

Thank you for your concern for our customer Ms. Moses.

[redacted], our Executive Assistant for our Southern Georgia regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

Hello Ms. [redacted] My name is [redacted] and I am the Executive Assistant with U-Haul Company of Southern Georgia, which is the regional office in Columbus, GA. I was given a copy of your complaint, along with a copy of your letter to the Revdex.com, so I could better research your complaint. I called for you earlier in the day to ask you a few questions for clarification, but was only able to leave a message. Then I decided email might be a better way to communicate, since most people seem to communicate this way nowadays. First, I need some information about who you have already spoken with at our insurance company so that I can get some additional information from them. Please provide the claim number, the agent's name and his/her phone number so I can get the status before proceeding with any reimbursement on our end. Our Area Field Manager, [redacted], who is over the dealership where you rented the truck and tow dolly, spoke with [redacted] who was assisting you the day of your rental. She stated to [redacted] that the tow dolly would have damaged your car if it was loaded the correct way (since your front bumper was so low) and both she and yourself saw that. [redacted] told [redacted] that since you were the one who suggested turning your vehicle around, pointing the other way, she did it for you. We apologize that [redacted] did not know better - that if she did as you suggested - it could possibly damage your transmission. I'm certain that our insurance company is checking with your repair facility to see if towing that short of a distance actually did cause any damage to your vehicle. If so, I know they will take that into consideration when making their final decision. I also read in the notes, that you and your family were put up in a hotel in La Grange, Ga. by our emergency roadside personnel, per our insurance company's direction. I'm happy to hear that you and your family had a place to stay after the closing of your house. At U-Haul we value our customers and make every effort to take care of them, not only before the rental, but afterwards as well. I am looking forward to hearing back from you soon! Regards, [redacted], Executive Assistant U-Haul Co. of Southern Georgia

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had a 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: I am making a long-distance move and reserved a 17' Uhaul truck and car carrier. I called the national number multiple times to confirm my reservation for the truck, carrier and all necessary insurance, verify the total cost and to explain my employer would be paying for the reservation directly. My employer contacted Uhaul, both the national and local #'s, numerous times in an attempt to pay for the reservation. She was told that the Elmsford, NY location didn't have my reservation, when she called the national number she was told I had 8 different reservations and I would have to straighten things out before she could make the payment. When I called to straighten things out I was told that I only had two reservations but that everything would be taken care of and was assured that my order was correct and the payment could be processed. I was scheduled to pick up the Uhaul on 4/20/14 at the White Plains, NY location and to pick up to car carrier on 4/21/14 at the same location.

I received a phone call one day before my scheduled pick-up date from the regional office in Newburgh, NY. I was told that I would have to go to Stamford, CT to pick up the truck and to Mount Kisco, NY to pick up the car carrier. I was never told in the numerous times I spoke to representatives about reservations that it would ever be a possibility that I would have to travel such a long distance to pick up the equipment. I asked the representative [redacted] at the Newburgh, NY office to put her supervisor on the phone to see if the supervisor could assist in getting the equipment to the White Plains location. I was assured that the supervisor, whose name is [redacted], would call me back.

A received an email (not a phone call) from [redacted] this afternoon stating that the equipment was not available at the White Plains location and that all she could do was offer a 26' truck for no additional cost or a 20' truck the day after I was scheduled to pick up the 17'. Her email also referenced the fact that the insurance was not paid for on my reservation. The email felt like a clear attempt to avoid speaking with me in person about my reservation and offered completely unrealistic "alternatives," as there is no way we could drive a 26' truck with a car carrier ourselves and we had already made specific reservations for a moving company to load our things on the day we are supposed to pick the truck up, so obviously we cannot push our move out another day to wait for the 20' truck.

After receiving the email, I called the Newburgh office to speak to [redacted] to clarify her statement that my insurance was not paid for. A representative named [redacted] answered the phone. I explained the situation to him and my frustration that [redacted] did not call me as had been promised and merely sent an email which did not resolve any of the issues. I also informed him that on top of the issues with the pick up locations, I was now being told that my insurance wasn't paid for. I asked to speak with [redacted] directly multiple times. [redacted] stated that [redacted] was "on another phone call" and that he "wasn't sure when she would be off the phone" and when I stated several times that I would hold it didn't matter how long it took, he insisted that he was going to have to get off the phone with me and that I couldn't hold. I stated to him that it felt like [redacted] was "screening" my calls and I had very little faith she would call me back after how she addressed my issue earlier. Basically, I was told there was no way I could speak with Hope, that I was going to have to pay for my insurance myself unless I could get my employer on the phone today (a Saturday when the firm is clearly closed), and that there was absolutely nothing that could be done about getting the equipment to the correct location or compensating me by at least adding on the insurance at no cost based on the fact that it was completely the fault of Uhaul for not including the insurance costs in the final total that my employer paid for (I had been assured numerous times when making my reservations that the insurance was definitely included in my reservation and in the final costs).

NEVER ONCE did the representative [redacted] offer an apology for what a complete mess this entire reservation had turned into (even after I literally told him that I understood what he was explaining to me but my main frustration at that point was stemming from the fact that everyone was acting utterly and completely rude and unapologetic and that [redacted] was blatantly avoiding speaking with me over the phone). I have never experienced such horrendous customer service or had a reservation with any company where so many errors were made at so many different levels. My reservation totaled almost $1,300. If I was not in a situation where I had no other option but to utilize your company because our move is set in stone, I would cancel my reservation without hesitation and never book anything through Uhaul again. I will also make sure to share with others my horrific experience with your company.Desired Settlement: I would like to be reimbursed for the full or partial costs of my reservation and would like someone to speak to the supervisor, [redacted] Conely, and the representative [redacted] at the Newburgh, NY office about their interaction with clients.

Business

Response:

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, followed up on the information Ms. [redacted] provided. She informed our office they honored the $50 Reservation Guarantee for both pieces of rental equipment due to the fact each piece of equipment had to be secured from an alternate pick up location. $100 was issued back to the [redacted] account ending in [redacted] and should post on Ms. [redacted]’s next credit card statement.

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

Review: On April 17th, I contacted uHaul via the [redacted] number on their website. I inquired about reserving a 14 foot truck for April 25th. The agent I spoke with said it would not be an issue, and requested that I make my reservation online. I did, and April 24th, I received a phone call voicemail message stating that there was no 14 foot trucks available. They said the only truck they had available was a 26 foot truck. This will cost significantly more in gas, as it is so much larger. They said I could pick up a 20 foot uHaul instead at a later time during the 25th and at a different location (over an hour and a half from where I wanted to pick the truck up. They're website states:

When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50.

We called to receive our 50$, or rather 50$ taken off our uHaul charge, but were immediately informed that we did not qualify. The agent could not (or would not) tell us why, but refused. We called back again, and another agent said she had done the credit, but when we called later in the day to confirm the total price, were informed it had not been done. This agent was not only rude, but verbally abusive, refusing to give us their name. They refused to put the credit on.Desired Settlement: We would like our 50$ refund, as the site clearly states.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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. She informed our office Ms. [redacted] was contacted and advised of a refund for $50 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,

Executive Assistant

U-Haul International

Review: I went to U-haul store to pick up a truck around 6 pm on May 30th . I was told that they did not have 16 feet truck but they have 20 feet one. I said that's ok. They ask me how long I will keep the truck. I said 5-6 hours. They told me that why don't I pick it up tomorrow morning. I said ok and made reservation for 20 feet truck. I came back to pick up the truck 7 am. General Manager ([redacted]) in the store insist that I should pick up 26 feet truck not the 20 feet one. I said I have reserved 20 feet truck not the 26 told me that he cannot give me what I reserved. he said that is the truck he gave me take it or leave it. I said I will not take it. After that I had look for another truck for 4-5 hours since it was weekend and end of the month. They have ruined my weekend. I was supposed to finish moving my house to storage on Saturday because we were going to vacation on Sunday. Since, I could not find any truck in the morning I had to delay to moving on Sunday.Since we could not finish on time, we have missed the flights on Sunday. I had to pay $1236 fees for being late and to reschedule. I can prove everything I have told so far. I am not making up a story.Desired Settlement: I want an apology from a Uhaul general manager [redacted] and compensation of my loss.

Business

Response:

Thank you for your concern for our customer Dr. [redacted], our GM of our Moving and Storage of Willowbrook, followed up on the information Dr. [redacted] provided and sent him the following email in response:Mr. [redacted], I would like to apoligize for the issue we had on May 30, 2014 concerning the miscommunication on the equipment you reserved. It was not my intention to offend you in any way and I would like to offer in apologies. We do show that our traffic department did find you a location within the next 2 hours that did have the equipment available and do hope that they did help you our. Agaig I apoligize for any inconvieience. Best Regards, [redacted]Our records also indicate a refund for the $50 Reservation Guarantee was issued to Dr. [redacted]. He should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I was initially quoted 380 the day I reserved my uhaul and then on the day of pick up I was charged a different price of 486. I am extremely unsatisfied with my service experience with uhaul and would not use their services because they refuse to honor their initial quote!Desired Settlement: I would like them to refund me my money they charged me over the initial quote of 380!

Business

Response:

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Gorman, a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email:

Hello Miss. [redacted], I am writing due to the complaint file we have regarding the reservation. I apologize for the experience. I was able to pull the call. I do apologize for any miss-understanding. The agent offered an alternate drop off discount to drop in Baton Rouge of $383, however, the discount was declined. If you have any other questions please let us know. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

there were three people on the phone call with U-Haul's agent. How did three people misunderstand

Agent? The phone number that Uhaul agent [redacted] reserved my reservation on was [redacted]. Please refer to that phone conversation that the reservation was made from. I even verified the amount for 380 before I gave her my card number. I am extremely I'm unpleased with my service still and would never use U-Haul ever again. [redacted] lacked in his job as a supervisior by just emailing me this very generic email and has not done his job in taking care of this matter in a professional manner as a customer service supervisior. He never even contacted me by phone as I have tried to contact him today. I would like for Revdex.com to review the phone call that they were able to pull.

Regards,

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager for U-Haul International, reviewed the information Ms. [redacted] recently provided. He relayed he found the same results as previously explained in the email to Ms. [redacted] by [redacted] on June 16th. Mr. [redacted] added that no refunds will be issued. Ms. [redacted] declined the alternate drop off, which would have been $383.00.

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: 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: 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: 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

Review: I made an Online Reservation on 1-18-2015 for Saturday 1-24-2015 at 9 am. Uhaul guarantees the equipment size, location and pickup time on their online Checkout page. If not, they guarantee $50 compensation. My reservation was for 1-24-2015 at 9am, reservation # [redacted] location. I received a call at 9:25 am on Saturday 1-24-2015 from [redacted] while I was attempting to pickup my truck at that location.They did NOT have my truck at that location. I had to go to another location for my truck and that location did not open until 10am. I had scheduled professional movers to help me that day. They were contracted to start at 10am. Due to Uhaul's NOT providing me with my reservation at the proper location and time, I had to pay the movers an additional hour of work at $71.50 per hour because I could NOT get the truck that I had reserved, nor get back to my apartment to start moving at 10 am. I have completed a Uhaul Notice of Dispute and sent it to them by certified mail to: U-Haul International, INC. [redacted].Desired Settlement: I want Uhaul to pay me the $50 compensation Guarantee that they have on their Online Checkout page PLUS the additional $71.50 that I had to pay the professional movers due to Uhaul's NOT providing me with the previously reserved equipment, LOCATION and PICKUP time!

Business

Response:

February 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee in addition to a $75 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,[redacted]Executive AssistantU-Haul International

Review: When renting a u-uhual moving truck I was informed minutes prior to my pick up time the truck I had settled on for a local route in hutchinson is had not come in. So I was offered to go pick a diffrent truck in Cheney is 50 miles away but still have to pay mileage and fuel for the truck, at a small discount. But, I was interested in a local route for hutchinson is ONLY. I was misinformed and not told that I would have to return the 26' truck to Cheney. I was told this by the location owner after arriving for pick up. This would now add an additional 50 miles on top of the 50 used to get it to hutch plus our moving miles. I was forced to use this truck due to no other vehicles in my area and the small timeline allotted to move my family. I was told by an agent of u-haul on the phone during the pick up process that even though I was not informed by the other agent earlier in the day of the need to return the u-haul to cheney that It was my fault I was misinformed.

Business

Response:

February 26, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and issued a supplemental refund for $20 in addition to the refund for the $50 Reservation Guarantee Fee that was preciously issued. Mr. [redacted] was also given a $10 discount on the original truck rental fee and $0.20 off per mile. The $20 refund should post on his next Master Card 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

Hello,

I would like to file a complaint about Uhaul. Below I have included all my correspondence with them to date which also incorporates the nature of my complaint:

Sent July 27, 2013:

"To Whom it may concern,

Recently, our family purchased a new tent trailer to go camping and make lifelong family memories. This experience has been sullied by our experience with uhaul.

When I began looking around for hitch installation on my 2009 ford escape, I was shocked that some places were charging in upwards of $1500. So imagine my surprise when I stumbled upon Uhaul providing very affordable installs. Of course a company like Uhaul has a reputable name and has been around for years so it was a no brainer to go online and book my install!

Thursday (July 11) evening after purchasing our trailer I jumped online, navigated to uhauls website and began navigating the easy to use hitch installation features. I was blown away to learn that it was only going to be $350 all in, a savings of over $1150 from other companies. I had the option of an install by July 16th but would have to pay over $250 in shipping, or if I had some patience I could be installed on July 19th with no shipping charges. Thinking this was too good to be true, I jumped into the online chat with a "hitch expert" told him all my specs, about my vehicle, about our new trailer and he assured me everything displayed was A-ok for my needs. I booked for July 19th and anxiously waited. This was my first contact with Uhaul.

The next day I emailed my hitch specs off to my sales guy at the RV dealership and he informed me that I would need a 7-pin plug rather than the 4-pin on my order. No big deal. I called the Uhaul location ([redacted]) installing my hitch right away and spoke with a friendly gentleman who told me this wasn't an issue at all and that he would let the service guys know when I came in for my appointment. I double checked with him that my order went through and he had everything in front him, didn't see any issues and he would add the update to my order. This was my 2nd contact with Uhaul (July 12).

Knowing my hitch would be installed on July 19th I booked my trailer pickup for 9am on July 20th. As the week progressed, my excitement over our new trailer grew but so did my anxiety that something would go wrong. By thursday (July 18) my concern grew to an all time high because I hadn't been contacted by Uhaul yet informing me of time for my appointment. After work I called Uhaul and spoke with a female (I really should have started taking names but my trust of others is always my downfall). I explained to the lady that I had an appointtment friday morning and was wondering what time to come in. She confirmed my name, seemed confident that she had my order in front of her and proceeded to let me know the location was open at 7am and to be there between 7 and 7:15. This was my 3rd contact with Uhaul. Keep in mind that up until this point I was the one making all correspondence, no attempt was made by Uhaul.

The morning of July 19th was a rough one as I normally work at 7:30am and I drop my son off at my mother in laws for the day. My mother in law woke early to take my son, I woke early to shower and get ready for work and I managed to arrive at Uhaul around 7:05, eager for my install to begin. An employee of mine was on her way to pick me up to head in to work until the install was complete.

When I walked in to Uhaul there were 2 females at the counter. I said "Hi, I'm [redacted] and I have a hitch installed booked today" their response was "oh, we were just about to call you." Thinking they meant they were going to call me because I was a little later than 7am and they wanted to get started I responded "Oh, no worries I'm here and my vehicle is ready to go."

They then went on to explain that my hitch wasn't there, the calendar they had on their computers showed the order as "red" meaning no shipment had come in yet. I asked if they would have known that yesterday (july 18) and they said yes. At this point I was furious that I had done everything to ensure that the install would go forward with no interruption, inconvenienced my morning, my mother in laws morning, my sons morning and my employees morning and nobody had even bothered to inform me that my shipment might not be in, in time for my install date despite my constant communication.

Hearing my frustration a lady came from a back office and introduced herself as the manager on duty, [redacted]. She seemed concerned about what was happening and started making phone calls. After a few minutes she came from her office and told me she could get a hitch but wouldn't be able to get it installed until Saturday (July 20). I let her know I had to pick up my trailer at 9am, she assured me that if I could be at uhaul by 6am that I would be installed in time. Knowing my options at this point were limited, I agreed and left for work. This was my 4th interaction with Uhaul.

Saturday July 20, I hauled myself out of bed for 5am, showered, and headed to Uhaul for try number 2. When I arrived [redacted] was waiting for me, apologized for what happened the day before and thanked me for coming in so early. Because my experience hadn't been stellar till this point I thought it might be important to bring up the fact that I had called in a week before to discuss a 7 pin port. [redacted] didn't have this on her order and seemed disappointed in dustin (I assume this is the fellow I talked to at the time) that he didn't add this to the order. Luckily, she had 1 left in stock and she informed me that she wouldn't charge me the difference. At this point I felt confident that all would be taken care of and started to let my excitement over picking up my new trailer grow. I headed off to grab breakfast and burn some time while my hitch was installed.

I made my way back to Uhaul around 8am (an hour until my trailer was to be picked up). When I got back to Uhaul, [redacted] tracked me down with some new bad news. She informed me that the hitch she had was for an Escape Hybrid and since mine wasn't a hybrid it would prevent me from being able to access my spare tire which is located behind my rear axel. She acknowledged that I needed to pick up my trailer soon and said if I could be patient for 1 week until they could order the proper hitch, that I could come back and swap out my hitch for no charge. This was my 5th contact with Uhaul.

So I was on my way, and in just the knick of time made it to pick up my trailer. When I arrived and went to hook up, I realized just how wrong the hitch was. The extra long receiver still wasn't long enough to stop the trailer from scratching my bumper all up.

Now, a week later we've yet to go out camping as we fear the hitch may cause damage to our vehicle. Yesterday (July 26) I called uhaul and asked to speak to [redacted] about when I come back to get the hitch changed. The girl took all my info and told me that she would have [redacted] call me right away...that never happened. This was contact number 6 with Uhaul.

Today (July 27), I called Uhaul again after no word from [redacted] and on the day when I was supposed to have the hitch swapped out to the correct one. I was again informed [redacted] wasn't in, and that I wasn't on the schedule for the day. The lady again took my info and told me it was in front of [redacted] and I would be hearing back from her.

And now 1 week after the install I still don't have the proper hitch, my electrical hasn't been secured (they said because they were swapping the hitch, they'd leave it hanging for now and mount it when I get the new hitch) and I still haven't been camping.

I have no idea at this point if I will even receive a call back from [redacted] or anyone at uhaul. I tossed around the idea of sending a letter to uhaul venting my frustrations, and after [redacted] helped me last week I thought I would hold off and see if the situation was resolved...it has not been, so I feel I am left with no choice.

I am at my wits end with this ordeal. I need this issue rectified and feel I have no options left. I don't expect anything "extra" I just want my hitch properly installed and I will then be done with Uhaul. I would have walked out the minute this all began, if not for the price. It's amazing what we're willing to endure to save money. But at this point I'm left thinking that you get what you pay for and I have been left with a very sour taste over Uhaul.

I hope that my feedback doesn't go ignored and that something is done. As the "hitch expert since 1950" surely, every experience can't be this poor and my hope is that the next person getting their hitch installed doesn't have to go through what I have.

I appreciate you reading and taking my feedback. I look forward to a prompt response."

July 29th I received the following Response:

"Hello,

I am very sorry about your poor experience. Please contact [redacted] or [redacted] at ###-###-####, they are at the regional office for the uhaul center that you went to and they can do something to get your hitch installed and something to compensate for your experience. Have a good day."

I called the above number twice before sending an email back:

"April,

I've tried this number twice now and each time it rings and rings and there is no voicemail. I always try my best to deal with situations patiently and professionally however I am really losing my patience with this. The issues go on and on and it seems like there is no resolution. I would appreciate you having someone call me at ###-###-####.

Thank you,

[redacted]"

I never received a reply e-mail, or phone call. I gave it a couple days and tried this number a total of 3 more times, with the last being August 7th. At which point I sent the following email:

"I've now called this number 5 times to no avail. I am absolutely at the end of the rope here. This is despicable service. I sent you an email July 31st indicating this number didn't work and to have someone call me and I received no response and no call. This email address appears to be a valid address and not a "do not respond" address, so please provide me a response. If I do not receive a call today at ###-###-####, my next step will be to contact the Revdex.com and file a complaint again Uhaul."

I did not receive a call and am left with going with the option of filing a complaint with you.

I would like my issue resolved through Uhaul first and foremost, and secondly dont want others to go through the same experience I have gone through.

I appreciate you reviewing all the above correspondence.

Thank you,

So just got a call and it turns out you can have a Confirmation number and still not have any trucks available even though via email it was confirmed that the truck was going to be there, now we have 1 day to come up with something else. The best part about it is this reservation was done a week ago, then you guys called and bumped us trucks now there is no truck for us. Not sure how it works but usually there wouldn't be a confirmation number given if it wasn't available. Not like anyone is going to care due to the fact its not you moving in 1 day. Thanks for sending me up [redacted] creek with no paddle. So look for a good review on Yelp, I guess not sure what else will or can be done. My wife called back to see what was going to be done for the inconvenience and they said nothing. I would get my organization checked out and see why with in 24 hours of the reservation it changes and now there are no trucks that size avail the best part about it is there are no notes. Then the customer service rep proceeds to tell my wife nothing can be done for your guys mistakes and if we wanted to waste our weekend on the phone with corporate feel free to do so. So evidently Penske is the way to go.

When I bought my new Honda Odyssey in 2013 I took it immediately to Uhaul to have a hitch installed. When we got it back we noticed a scratch on it, we took it to get a quote at Honda and they were able to buff it out. A couple of days later we noticed the back lift gate was rubbing on the bumper cover everytime we opened it. Upon further investigation we noticed it was raised up on one side slightly which is why is was rubbing. We called Uhaul to try and get it taken care of at which time we were told the bumper cover is never removed so it was impossible. So we decided to take it back to the dealership and maybe it was a manufacturer error. Honda requested we have the Uhaul manager present to see them do this because from just looking under the van they could tell it had been removed. [redacted] the manager and I were both present. The bumper cover was removed and it was seen that the pad under the bumper was not placed evenly and caused the bumper to raise. [redacted] continued they don't remove the bumper. Upon speaking with many hitch intstallers at Honda and else where they said it is impossible to do the wiring without taking it off. [redacted] insisted they go through the back light. [redacted] was satisfied seeing it was the bumper and concluded it was not their fault t Uhaul and left. The Honda techs called my back and showed me further where the wiring harness had been strapped with a stay tie very low, and it would be completely impossible to strap it without removing the bumper. They printed all this in a report and took numerous pictures for me to report to uhauls insurance to have our bumper repaired. The way they wired it also voided our warranty on electrical and was not installed as explained. We knew our case was slim because upon looking at reviews for their insurance company we saw the company asked for a lot of pics and quotes and documentation from customers, but nobody ever gets paid out or their car fixed, but we continued on. It was our first new vehicle and we wanted to protect the integrity of our car. We spoke very civil to [redacted] at all times and it was never personal. Our claim was denied, we cut our losses and moved on.
Shortly after that our lights on the trailer connection failed so we took it back to have it fixed and it had a warranty. [redacted] was friendly the whole time until he checked my husbands info on the computer than his demeanor changed.
About a year passed and our wiring was faulty again so my husband called to schedule to have it fixed again, [redacted] denied his services and said go to another Uhaul. We said ok, guessing he was bitter even though they didnt have to pay for our damages.
Well as we are moving to a new home we got a great deal at another Uhaul on a truck, 200 dollars cheaper than other places who raise their rate on the weekend. We went in to get our truck and had help lined up to help us move and find out [redacted] has blackballed us at all uhauls. I called [redacted] and told him why did he tell my husband to go to another Uhaul but did this, he stated it was his choice. He was upset we had filed multiple claims even though only one was filed and he no longer would help us.
I explained that if something is broken we will get it fixed, it was not our fault that the wiring kept messing up and if it's a Uhaul hitch we get it fixed at Uhaul, just as if our Honda messes up we take it to Honda. It makes sense. I asked repeatedly to have him call and change it and he refused our service. I told him we are a military family on a tight budget and had this truck reserved and he didnt care. I think it's very unacceptable to blackball us because of their incompetent performance on our vehicle at this Uhaul. It was not our doing, we didnt get paid to have our vehicle fixed and have never been rude or disrespectful to him in any way.
I would never rev omens this particular Uhaul to anyone. I won't bash uhauls name as he did ours to them, but I will tell you this is the worst practice or customer care ever, because he is bitter.

I had the absolute worst experience with UHAUL. First, I was not provided with the location I had requested - this was not compensated in any manner, although I was informed I would be compensated. Secondly, I had reserved blankets and a dolly. Unfortunately, neither of these items were given to me. I was not informed beforehand that there was a shortage of blankets, and even though the salesman stated I had a dolly in the truck, I went home and there was no dolly. I was never refunded for any of these items. My furniture was scratched and the move took a lot longer than anticipated because I did not have the dolly. I also experienced rude customer service from the salesman, a customer service representative when filing a complaint, and a manager when transferred to file the complaint. Finally, I have been waiting over a week to find a resolution and get a refund for the items that I never received, however, am getting a run around from every representative I speak to (NO ONE KNOWS WHAT THEY ARE DOING! I have been given the wrong number, the wrong information, and contradicting information). I still have yet to receive a refund or an answer to any of my questions. THIS IS HORRIBLE CUSTOMER SERVICE. I have a few friends moving in the near future and will definitely let them know to use a different moving company. I will NEVER use this company again.

Ensure when you make a reservation that you understand your locations you've selected are not guaranteed. I placed my order two weeks in advance and received a confirmation moments later. Two days before my move date I received a call to tell me that the closest 27 ft truck available was an hour away. My guess is that they wait until the last minute to tell people so that canceling and renting a truck with another company isn't an option. This is very unethical and people should be notified immediately when a truck won't be available at the desired location since the customer still has to pay for gas.

Review: Complaint taken via phone by Revdex.com staff as follows: Consumer rented a storage unit from this company. When the consumer's daughter came to pick up her property from the storage unit, she found the unit was rat-infested. The consumer contacted the company who gave her information on how to file an insurance claim. The consumer contacted the company's insurance company who told her they would be in contact with her. The company's insurance company told her they "don't do rats". The consumer then contacted the owner of the company who will not return her phone calls. The consumer paid renter's insurance for one year.Desired Settlement: The consumer would like to be reimbursed for the damages and for her one year's worth of insurance and rental payments.

Business

Response:

October 11, 2012

Thank you for your

concern for our customer Mrs. J[redacted].

Ms. Heather Penix, Senior

Staff for the U-Haul Company of OH, followed up on the information

Mrs. J[redacted] provided. She informed our office she spoke to Mrs. J[redacted]

and advised her of a check she issued in the amount of $1,000 as a

resolution to her concerns. She should receive the check within the

next 10 business days.

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 , 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,