J.R.J. Tara Corporation

Review: U HAUL canceled our contract for equipment. They redid our order at the last minute on 6-16-14 but did not have an auto transport as under contract until 3PM, our uhaul truck had no inside equipment and they turned it from a 14 to a 17 foot truck, found a auto transport that we had for 5 days late, and we had to order a last minute dolly that they reported lost for 24 hrs but found it and we had no drop off address on our contract in INDIANAPOLIS. They charged extra for everything and provided poor saervice and aggrevation on 6-16-14 on our move time. They placed wrong address on my receipts of [redacted] which makes contract voidable and invalid.Desired Settlement: DesiredSettlementID: Refund

I would appreciate some cash reimbursement at my current address [redacted] to resolve the harrassment during and after the move and I was accused of not returning equipment. WRONG address on receipts. I request $1100.00 back for wrong address and problems or best settlement offer.

Business

Response:

July 8, 2014

Revdex.com 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. She informed our office she has not been able to reach Mr. [redacted] at the number he requested she call, but has issued him a refund for the $50 Reservation Guarantee Fee. Ms. [redacted] also mentioned she did not find any record of a breakdown call from Mr. [redacted] and found no basis that would warrant the refund he is requesting.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

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

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

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

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

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

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

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

Business

Response:

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Review: The U-Haul storage customer has been a preferred customer since his initiation of services in October 2013. During the warm months he stores his street attire in his closet locker and walk three blocks to his gym. After showering at the gym he wil sometime change inside the locker into a fresh shirt or shoes, etc. On the morning of August 16, 2014 [redacted], the Chelsea site General Manager violentlyy snatchedd the locker door opened. Being appalled, this customer asked him if he had lost his mindd and told him that he resented the abusive behaavior. His reply is that you are not supposed to be doing what you are doing inside that closet. The customer inquireed as to wht he was doing that was improper and what business did he have openingg a rented closed locker? Mr. [redacted] stated that the lockers were for storage. The customer stated that everything in the closet was items in storage. It is worth noting that the customer sennt the headquarters and [redacted] in an email in May detailing his gym use and his desire to use an off hour vehichle space for meditation in the late nights and early mornings. The letter was unanswered by both locations . Only minutes after the exchange Mr. [redacted] issued a Notice of Eviction which did not seek Due Process input in the form of fair notice and the opportunnity to be heard. As far as it is known Mr. [redacted] was he sole decision maker. The Notice of Eviction did not identify a clause in the agreement or in any terms and conditions which the customer allegedly violated. The date that all of the stored belongings were supposed to be removed was Setember 15, 2014. with no paymet specified Despite that date being a fulll week short of the agreement due date. Mr. [redacted] has seized and lockedup the customers belongings withhout ever sending a pro rated bill for the actual days covered. When the customer confronted Mr. [redacted] and Ms. Michelle Alvarado of U-Haul Public Relations about being locked out of his closet and payment being demanded for a full month and a $15 late fee tacked on to the excessive demand, he has not received a reply and his belongings continue to be held hostage in this sleazy shakedown effort.Desired Settlement: The customer demands access to his belongings and that any additional payments be negated for U-Haul initial and subsequentt breaches of the agreement. He is also in needd of a new get well date since he could not move anything out of the locker because of the attempted shakedown.

Business

Response:

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ian [redacted], our GM of our U-Haul Moving and Storage of Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and issued him a VIP Certificate for $74.95 to cover his current month of storage and waived the late fee. Mr. [redacted] agreed to either move out of his storage unit at the end of his current month or stay and abide by the storage contract.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The general manager added charges to my bill after I specifically declined the extra services on my reservation. She did not inform me, or ask me if I wanted the extra protection, then refused to take it off my bill after I noticed it. I vehemently did not want the protection, and would have refused it had she offered it.Desired Settlement: I want the extra charge credited to my card.

Business

Response:

September 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 Utah Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining the charges each charge on her rental contract. Ms. [redacted] was not charged for Safemove protection.

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.

If that was the case, then when I showed my receipt to the manager, she could have said that and saved everyone a lot of hassle, instead she was rude, argumentative, and unprofessional. She said she charged me because she asked me if I wanted it and that I agreed to it, and she wasn't going to remove it no matter what. I explained that I had declined it on my reservation, but she wouldn't listen. She was actually in the middle of arguing with a different customer at the same time, refusing to let him rent a truck. So if she lied about my fees, and she also lied about the time we needed to return the truck. So if it's the case that I was never charged, then Uhaul needs to take responsibility for the ignorant, unprofessional general managers they choose to hire and she needs to be severely reprimanded for treating customers with such abhorrent disregard. I've never been treated so rudely in my life, and it was this disrespect that initiated my complaint about a trivial fee.

Regards,

Business

Response:

September 24, 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 Utah Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He informed our office he left a message for Ms. [redacted] explaining he had reviewed the situation and was working with our local GM and his staff to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We realize there is never an excuse for rudeness and will correct any issues to prevent it from happening again.

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: I received a citation in NYC for parking near a fire hydrant while renting a Uhaul truck between the dates of November 3,2014 until November 4,2014. However, I immediately went on NYC.Gov to pay the citation before I would get charged any additional fee's in which Uhaul warned me about if I were to get a ticket. So after NYC.gov sent me the confirmation that the ticket was paid, I immediately sent the proof over to [redacted]@uhaul.com. A lady named [redacted] responded and confirmed to my email that this was all I needed. Now a week later, my account was charged $20.06 for not sending proof that the citation was payed, and a email saying that I have a balance of $124.96. At that, I now cannot get a hold of this [redacted], because she is busy and that there is only 15 people total in the US that work in the citation department for UHaul. She will not return my emails, and their representatives seem to always give me the run around, and will not show me any proof that I have a balance. This is causing a lot of frustration, and I'm still unaware of how much more fee's they will try to charge me.Desired Settlement: I honestly would like a refund of the $20.06, proof of what I'm being charged for, and for them to drop any further charges because I sent the proof and was confirmed that was all that was needed.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department followed up on the information Ms. [redacted] provided and advised our office that on November 15th they received electronic notification from the [redacted] that Citation# [redacted] was issued to a U-Haul vehicle for a fire hydrant violation on November 4th at 5:41 am. Using the date, time and license plate information provided on the citation, it was determined that the Citation was issued during the time of Ms. [redacted]’s rental. The Citation was processed and Ms. [redacted]’s credit card was charged $20.06 leaving a balance due of $124.94. On November 18th our Equipment Recovery Department received Ms. [redacted]’s online payment confirmation. They replied to her that nothing further was needed. The confirmation was dated November 13th and showed she had made an electronic check payment. Equipment Recovery then submitted a reversal request for the $20.06. As of today, th[redacted] online webpage shows the Citation as unpaid. Equipment Recovery called the [redacted] Violations Department to find out why Ms. [redacted]’s payment had not yet posted and was told the echeck bounced on November 13th. The City Representative is still holding U-Haul responsible for the Citation. To avoid any issues with our vehicle while on a rental, we have since paid the fine. Equipment Recovery has reopened the billing account for Ms. [redacted], which is $145. They are also requesting Ms. [redacted] contact us back to advise us when she will make payment to cover the Citation.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I rented a 10' truck from Uhaul of Allentown PA on January 11, 2015. I received the vehicle with a fuel tank showing 7/8 full on the gas gauge. I drove the vehicle 7 miles. Stopped at a gas station to replenish the fuel used (just over 1 gallon). I returned the vehicle after hours and followed the return procedure properly. Prior to leaving the vehicle I took a dashboard picture with my phone showing the ending mileage and fuel gauge at 7/8 full.

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

Business

Response:

January 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northeast Pennsylvania Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] offering his apology and explained he had issued a refund for $16 back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My family purchased a one way rental of a 6 X 12' tow trailer for transporting furniture and household goods from [redacted] to [redacted]. When we began to unpack the trailer we noticed that a marble tabletop for a coffee table was broken in three places/cracked and the wooden stand for the matching end table was cracked and broken as well. (in a different part of the trailer). There was no shifting of those contents and they were packed EXTREMELY well with moving blankets/ pillows/cushions-but there were rough road conditions in [redacted] where the trailer was hard to control and required us to pull over. Out of the entire trailer, these were the only two items damaged. We returned the trailer two days early, asked the gentleman about it and he gave us the RepWest number and said they would take care of it. My initial call occurred on May 10th and it is now June 19th when I finally received a connecting call from a Representative. She did call 2 other times and leave a message, but I had left in excess of 4 calls, 1 call to the supervisor because I hadn't heard back and I still haven't heard from the supervisor. Ms. [redacted] states that the only way a claim is paid is if the vehicle and trailer are involved in an accident that causes damages, but nowhere on the website OR on the documentation does it say that this is only for accidents. It talks about improper packing and shifting, which would OBVIOUSLY occur in an accident! So I am sitting here with a broken tabletop and a broken base that will cost approximately $350-$400 to repair (not even replace) and they are neglecting to cover it. I am aware that there is a $100 deductible and I was fine with that. When I called Uhaul to reserve the trailer, they said insurance for safe tow was for ANY damages that occur on the drive back to MN. My car insurance covers damage in an accident and in that case I would have NEVER purchased the coverage if I hadn't been told that it covered transport damage-by more than one Uhaul representative.Desired Settlement: $300 to cover repair of the table minus the $100 deductible. Item 7 in the contract states "Provides protection for Customer's vehicle being towed, personal contents in towed vehicle and contents in towed Trailer". Nowhere does it state that an accident must occur in order to utilize the contract benefits, except if you are in a rented truck. For the trailer, it is covered according to the contract. I asked where it stated coverage only in an accident, and she couldn't tell me where.

Business

Response:

June 22, 2012

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

Mr. [redacted], our President for the U-Haul Company of Montana, followed up on the information Ms. Consumer provided. He spoke to Ms. Consumer and advised her of a refund for $200.00.

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 reserved a truck from U-haul On June 18th for my move June 30th 2012 from Philadelphia to Baltimore. I had received a confirmation from U-Haul about this order. I made the required bookings for this move including reserving elevators in both locations as well as hiring movers. on June 29th at 3:30 pm U-haul called to inform me there was no truck available for me. The only thing they offered me was a truck that was available 2.5 hours away in Delaware and I would have to pick it up myself. I had already driven my car to Baltimore so this was not an option. I was on the phone with U-haul for 1.5 hours and kept being transferred to various staff members and 3 different people hung up on me instead of dealing with my problem. My wife and in-laws were on the phone with all the other truck rental companies/ movers in the area and everyone was booked!. I was starting a job as a training physician at [redacted] on Monday and needed to go along with the plan. the building I lived in in Philadelphia does not allow moves on Sundays so Saturday was the only option for me. No one told me from U-haul that the truck was not guaranteed when I made the reservation. Finally a truck became available at [redacted] b/c of a last minute cancellation. I had to pay 5 times as much! I would like U-haul to compensate me for the aggravation by paying the extra cost I endured. I still don't know waht I would have done if that one truck was not available. The whole situation was aweful and I don't understand how U-Haul can opperate with such a poor business model. according to the other truck company, U-haul frequently overbooks their trucks leaving people stranded on move day!Desired Settlement: I would like U-Haul to pay me the difference of their cost ($150) and [redacted]'s cost ($850) totaling $700.

Business

Response:

July 15, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of South Philadelphia, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology and requested a copy of his [redacted] receipt for reimbursement for the difference in rates. He also advised Mr. [redacted] of a free future rental.

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 June 29, 2012 I went to this facility to remove my things from storage (I was moving), clear it. I had rented a truck from "ENTERPRISE", which have the same rules as U-haul I only had the truck for 24 hours and I was not moving in the area. Well when I came to clear my storage at 7am in the morning the elevator was NOT working. I waited a 1 1/2 and no one still had came to fix the elevator. So then I began to get upset and frustrated. The manager [redacted] did not understand why I was mad but yet she wanted me to understand she "COULD NOT" tell me when someone would be to fix the elevator. So she accused me of being disorderly and called the police on me. Now mind you this is now going on 3hrs later and no one still had come to fix the elevator. So I had to take my moving truck and start my move. Well I did not get to move the things out of storage in time enough before I had to return the moving truck. Now I'm forced to rent another truck because of U-haul's incompetencies. I want them to refund me the money for this truck. [redacted] was rude and nasty. She wanted me to understand why she couldn't get no one to fix the elevator but yet she couldn't understand I DO NOT AND DID NOT HAVE THE MONEY TO KEEP RENTING TRUCKS. It's not my fault the elevator was not working that day. I had to clear the storage because I did not have the money to pay them another month! This is clearly their fault. I asked to speak to [redacted]'s manager and she gave me a 1-800 number to speak to a [redacted]. Well after holding for 15mins [redacted] tells me she is NOT [redacted]'s manager and gave me the number to a [redacted] who is [redacted]'s manager. I misplaced the number I went back to Uhaul the next morning on June 30, 2012 to remove what was left in the storage (things I couldn't move up and down the stairs) to move my things into a friend's garage. I need to rent a truck now to move it out of my friends garage and I think U-haul should pay for the rental. I've always had problems with this lady [redacted]. I really believe she is racist.

Product_Or_Service: Storage FacilityDesired Settlement: DesiredSettlementID: Refund

I want them to allow me to rent a truck and I want all of my money back for the rental. It's not fare to me. I paid them extra for the "convenience" of the elevator and inside storage. Yet when I needed to move my things this lady Tammy could not get anyone to come and fix the elevator my son had to carry some items down the stairs and the bigger items was left there. Now the bigger items need to be moved and I dont have the money to keep renting trucks. I can never

Business

Response:

July 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Chicago South and SW Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her, as we value her as a customer, she was sending her a $100.00 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 and tape. We also sell permanent hitches, propane and locks.

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 many problems with u-haul over a truck rental for June 29-30, 2012 I have many emails from them confirming then cancelling my trucks for unknown reasons multiple times. I can send you all emails if possible. I was moving from [redacted] to [redacted] and needed the truck for a regular 24 hour rental. I spent over 10 hours on the phone with U-haul within 3 weeks before the move confirming the truck and why the cancellations and re-bookings. Turns out the day before the move they tell me my truck will be in [redacted] for pick up. I complained about having to go to [redacted] to get it so they offered me 50 free klm and $20.00 off and told me I could drop it off at Hasty market in [redacted] when I was done. So we went to pick the truck up in [redacted] on Friday for 4pm, and we were suppose to have the truck till Sat. at 12 midnight. Our truck was not there. U-haul told us to come back at 8am Sat. so we did, loosing all of our help that had planned on helping us move Fri. When we picked the truck up from uhaul he told me that truck was supposed to go out at 5:30pm giving us 6 hours to move a 3 bedroom house plus garage and shed full of stuff with my husband and I and our 2 daughters moving alone. The uhaul rep said that there should be another truck available at 5pm and if he did need the one we had back he would phone us. We did not recieve a call so we thought we had the truck till 12am like the original reservation, and we brought the truck back to Hasty Market in [redacted] like we were told, for 11:00. the charge was suppose to be $39.95 for the truck for 24 hours plus .69 cents a kl. plus the gas you use. and I was suppose to have 50 free kl. and $20.00 off, so the bill should have been around $ 130.00,we refueled the truck and put about 60kl. on the truck moving and 30 kl. was from driving it from Guelph. U-haul charged us $368.04 for the truck, I said something was wrong, they gave me a bill and told me to call [redacted] to see what was going on. they then charged $430.21 to my credit card.??

Product_Or_Service: truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I spoke to Rick Decooman, he said if I brought the truck back to [redacted] he would refund the $298.00 Wrong destination charge, and re charge the truck estimating it would be about $150.00. I agreed to that. He later called and said I didn't need to that someone already drove it back, but he would still refund my money. He later only refunded $65.00 still leaving the bill at $365.21 this amount is extortion. them charging $430.21 to my credit card while my bill said

Business

Response:

July 30, 2012

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

Our Regional Office for the U-Haul Company of Western Ontario followed up on the information Ms. [redacted] provided. In addition to the credit for $65.00 issued on July 13th to Ms. [redacted]'s Master Card account, a supplement credit for $195.21 was issued on July 26th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Sunday or Monday (2nd or 3rd of September 2012) of this week, I visited this site and asked what the price would be to rent a automobile dolly for local use. I was told it would cost $35/day. I wasn't sure when I would actually need the dolly, so I could not make a reservation that day. Earlier today (6 September 2012) I visited this location again, this time to reserve an automobile dolly for tomorrow, 7 September 2012. However, I was now told that the price of renting this dolly was going to be $45/day. This is a classic "Bait & Switch" selling technique and is unacceptable. The justification given to be was that this was the price listed on the Uhaul website. I find the internet pricing irrelevant given that I was told the price would be $35/day. I clearly indicated that I wanted to rent later in the week but was not certain of exactly when.Desired Settlement: I want this location to rent me an automobile dolly for the price they told me they would charge me, not some made-up number pulled from the internet.

Business

Response:

September 14, 2012

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

Mr. [redacted], our President for the U-Haul Company of Central MI, followed up on the information Dr. [redacted] provided. He informed our office he has been corresponding with Dr. [redacted] by email addressing his concerns. His most recent email is as follows:

[redacted]: There was apparently some miscommunication on our part, and for that Ii apologize. In fact, our goal is to make every effort to provide our customers with the best rate possible, and provide the right equipment at the lowest cost. I have personally known, and worked with our general manager [redacted] for over 5 years and can tell you that he prides himself on serving customers to the best of his ability. His on line customer reviews, and return customer base prove that. I can also tell you that [redacted] is the kind of individual that will work with you to provide the best possible solution. His cell phone number is listed on his business card, as is mine, and we make no effort to shy away from our serious interest in serving our customers as well as we can. Again, I apologize that there was a miscommunication, but let me assure you that there was no scandalous intention in our pricing. I have sent you a $50.00 VIP Certificate in a separate e mail. I encourage you to use them for your rental, and give [redacted] the opportunity to work with you. I can also assure you that [redacted] would welcome feedback from you, to avoid any confusion such as this in the future. Let me know if I can do anything further. Regards, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I set up to have a tow hitch installed on my car. I drove over 2 hours south of my home to have it installed. When I arrived they informed me that parts were missing and that I was basically out of luck. Then the manager finally looked in his computer to see what other locations might have the hitch. I then drove another 3 hours north to [redacted] to pick up the hitch. Afterward I drove home another 2 hours to [redacted] to install it myself. 7 Hours of drive time because they were missing parts. I probably should mention how the manager printed out a list of the parts and asked me to go to [redacted] to see if they could get the parts for me so that uhaul could do the install. If that isnt enough punishment of myself. I call uhaul a few days later to schedule a truck to move my things from my storage unit in [redacted] to [redacted]. The guy who assigns the truck to me tells me that he can't find a drop off location in [redacted] so I am to call and get a location when I arrive in the [redacted] area. I drive the truck about 15 miles down the road to my office and then call to get a location. Now I am told that if I don't drop it off in [redacted] there will be a drop off fee. They cant change the location. This is just stupid!!!!!Desired Settlement: After all of this junk. All I would like to do is have uhaul change the drop off location 15 miles down the road especially since there was no exact location anyway. Is that asking too much??? Now you have a complaint on the Revdex.com when all it would have taken is one computer click to prevent it!

Business

Response:

September 14, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Ohio, followed up on the information Mr. [redacted] provided. She advised our office she spoke to our GM of our U-Haul Center in regards to Mr. [redacted]'s concerns. Our GM called Mr. [redacted] the day Mr. [redacted] made his reservation to have a hitch installed and left a message explaining we would not be able to install the hitch until the following Monday. Mr. [redacted] still showed up the following day. We had the hitch but not the hitch hardware. The closest location to have the hardware was in [redacted] and Mr. [redacted] relayed that he would go to [redacted]. Our GM did try and accommodate Mr. [redacted] by offering a truck and an auto transport to tow his car at an extreme discounted rate to make his move in lieu of having a hitch installed and renting a trailer. Mr. [redacted] declined the offer because he didn't want to have to take the equipment from [redacted]. We were able to work out that Mr. [redacted] would secure a trailer from [redacted] at a discounted rate and he would go to [redacted] for the hitch. The trailer in [redacted] was discounted by $100 and Ms. [redacted] relayed that they understood Mr. [redacted] was satisfied with the outcome. Ms. [redacted] also added that she understood Mr. [redacted] made a reservation to have the hitch installed for the next day, but that U-Haul did contact him back immediately to inform him we would not be able to do the installation until Monday.

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 to drop off a trailer at this location on 9/2/2012 because I was have problems with my vehicle that was pulling the trailer. otherwise I would have keep the agreement to return it to the location in which I picked it up from in Spokane, WA. The customer service agent [redacted] who received the trailer at this location was overly rude and had NO customer service skills. She proceeded to agnore me when I was trying to explain to her why we had to drop off the trailer at this location. Each time I spoke to her she would walk away from me without responding to my situation. She told us we could not leave the trailer there. After she made a phone call. I asked her if we could now leave it. She walked away from me withoug responding to my question.She proceeded to continue this behavior. I was charged $280.91 dollars not including the $65 I paid for the round trip amount back to Spokane, which I was unable to complete.For a total of $346.02. After filing a complaint with U-Haul customer service. I received a call from the manager of that location(Lynda) who told me that this was not normal behavior that is allowed at her store and that she would compensate me with a gift card of $150 and get back to me regarding why I had to pay so much for dropping off the trailer at her location. She also told me that she would try to get some of that money back. since she had a similar situation not to long ago. where a gentleman only had to pay $170 for droping off a trailer when he should have carried it round trip. I have since tryed to contact her(Lynda) several times reguarding the out come of her research. She has not returned any of my phone calls. Nor has she contacted me by email which I gave her also.Desired Settlement: I would Like to receive at least half of my money back. Not a gift card. Seeing that I will never use their company again. And an Apology from the Person who is representing U-Haul. Not [redacted].

L[redacted]

Business

Response:

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

[redacted] the Executive Assistant in our Seattle, WA Regional Office spoke to Ms. [redacted] on 10/3/12. Ms. [redacted] sent Ms. [redacted] $100 in VIP Certificates and also credited $250.00 to Ms [redacted]'s Visa Card for the wrong destination fee. The credit will post on Ms. [redacted]'s 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 have been a customer in the past and a current one. I have not missed or been late on any payment due yet, uhaul claims they did not receive my last payment (due to holiday mail delay){I work at the post office so that excuse is false}. Secondly, they refuse to contact me directly, either mngr. in Yo.,Ohio or through their multiple customer service centers who willfully refuse to allow me to speak with a call center mngr. However one phone representative ([redacted], and others [5 total]) in Arizona or elswhere(which could possibly be an intentional untruth)put me on hold and didnt return to the phone at all. I was on hold for 1hr. 10minutes total with no results. They each made it clear that my items are up for auction which tells me something is definitely peculiar with this branch on [redacted] Avenue, near downtown in Youngstown, Ohio. Seems to me the Organized Crime presence is still alive and well in that business.Desired Settlement: A simple phone call FROM MANAGEMENT, not a management representative or asst. so we can rationally discuss all possibilities and resolve the matter without any further accusations on my part and the safe keeping of my belongings (of course with continued payments) until arrangements can be made for their subsequent removal.

Business

Response:

October 2, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Akron, followed up on the information Mr. [redacted] provided. He informed our office that our GM of our U-Haul storage location had contacted Mr. [redacted] and advised him his storage account is showing to be in current status and not in jeopardy of going to auction.

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 August 7,2012 I went to U-haul with [redacted] to rent a tow dolly for a 1967 Ford pickup truck we first spoke to a Hispanic gentleman at the U-haul location told him what we wanted to tow and what type of tow dolly we were looking for, the U-Haul worker stated that there was nothing on the lot that would fit the truck, at that time a Caucasian gentleman said "Yes we do, we have a tow dolly for your vehicle, the two workers argued for a brief moment then the Hispanic gentleman walked away shaking his head. The Tow dolly we took both myself and [redacted] my brother-in-law looked at the tow dolly and it looked like it would fit the truck without issue. We took it back to the house where the truck was, was able to put the truck up on the tow dolly without issue. Therefore we pulled it to the house without issue. When we returned the tow dolly to U-Haul the gentleman looked it over gave me a a slip that we returned the tow dolly that my [redacted] my brother-in-law signed with "No documentation that there was any damage done to their equipment." The U-haul worker signed it and we left the business. Now on August 28, 2012 I receive a letter from Repwest Insurance Company stating there was damage done therefore they want my insurance information. I looked at my receipt from U-Haul and it shows that I actually towed a 1967 Ford Mustang 4 cyl. Gas rear wheel drive. I don't own this car never have, never will. So it's U-Haul business practice for a customer to tell the U-Haul worker at the front counter specifically that I will be towing a 1967 FORD TRUCK and for them to type in the incorrect information only a few seconds after it had been stated to the man behind the counter? Now they want me to pay for a piece of equipment when returned to them no damage was notated or stated at that time? So it is a common practice for U-Haul to misrepresent the company and FALSIFY a document with incorrect information, that was given to the man behind the counter only seconds before printing it out?Desired Settlement: U-haul needs to withdraw their claim to their Insurance company REPWEST. I have all documentation even the contract that were signed at the time by a worker at U-haul that also signed stating that when the tow dolly was returned to their same location, there was no damage done at that time and I will be willing to fax this information to anyone who needs to view the information. They have misrepresented themselves as well as FALSIFYING a legal document.

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

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

information Mr. [redacted] provided. He informed our office that Mrs.

[redacted] will be faxing over a copy of the letter they received from

RepWest Insurance Company and he will be in contact with the agent at

RepWest Insurance Company to resolve their concerns.

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: Hello,

I called on Tuesday October 23rd to book a Uhaul in [redacted] for 8 am. he said no problem. I received a email confirmation yesterday stating 12:00pm pickup so I called and advised that I had asked for 8:00am originally. She said okay no problem. I gave my credit card information and advised [redacted] would be the one picking up. This morning, the day of the reservation [redacted] called me and said the reservation was for noon and he wasn't even authorized to pick up the trailer. I called the call center and they said I will need to pre-pay and to call the Arizona office so I did. At this point this has delayed our schedule by an hour! I called back to confirm I had pre-paid and was told that Uhaul doesn't take payment over the phone... anyways I spoke to a girl at the [redacted] branch because I want a discount. I was majorly inconvenienced at work dealing with this. [redacted] was majorly inconvenienced with this missing our scheduled ferry to bring the trailer to Vancouver and I was rudely told no because I had inconvenienced her by not knowing I needed some sort of attachment. I think that is a lousy excuse and I did everything on the phone this past week that I could possibly do. I confirmed everything, explained my entire situation only to be delayed and cost me work hours today. I am very disappointed and I want to be reimbursed. I understand mistakes happen, I work in customer service, but I also believe that when there are issues like this something needs to be done to maintain a positive company reputation.

Thanks,

[redacted]Desired Settlement: I would like a refund or a considerable discount please.

Business

Response:

October 31, 2012

Thank you for your

concern for our customers Ms. [redacted] and Mr. [redacted], whose name

actually appears on the rental agreement.

Ms. [redacted], our

GM of our U-Haul Moving and Storage of [redacted], followed up on the

information Ms. [redacted] provided. She informed our office she spoke

to Ms. [redacted] and offered her apology for the inconvenience they

experienced. As we value Ms. [redacted] and Mr. [redacted] as customers, Ms.

[redacted] sent them a VIP Certificate that can be used

toward a future purchase or rental on the many products and services

U-Haul has to offer.

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

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

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

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

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

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

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

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

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

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

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

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

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

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

inconvenience he experienced and also advised him of a check she

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

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

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: In June of 2012 I returned a rented uHaul truck to an independent dealer, EZtoStore at [redacted] Needing a storage unit I decided to use EZtoStore because they were affiliated with Uhaul and it was convenient. In August I received a notice that the facility would be undergoing renovations and for the duration of the renovations my unit/belongings would be offsite and would just need an advance notice to access my unit. I did not need to access my unit until two weeks ago when EZtoStore contacted me about my monthly payment. During that phone call I notified her that I needed to access my unit and she said it would be available the following Monday. Monday I arrived to see that a completely different business occupying [redacted] with no Uhaul truck in sight. At that point I called EZtoStore 8 times that day to try to find out if there was a new location and did not receive a call back. Tuesday Feb. 12th I called Uhaul inquiring about whether or not EZtoStore had moved because the links from the Uhaul website still used the [redacted] address. After leaving multiple messages and being told that I would be receiving a call back, it was not until yesterday Feb. 18th that I was notified that EZtoStore was no longer affilitated with Uhaul. I was obviously displeased that it took a week for me to find out this information having wasted so much time trying to get in touch. It wasn't until I threatened to file a police report that I was given a way to get in touch with the company EZtoStore.Desired Settlement: I just want this multimillion dollar company to be held accountable. It is by far the biggest self move company in the nation and its customer service is completely unacceptable. While the hourly wage level employees seemed to relate to my troubles, the lack of a response by the Chicago area field manager along with other "managers" show how little they value my business as a customer. It also troubles me that a company of this size does not keep its website updated in terms of which independent businesses it is or is not affiliated with. I have just spent almost two hectic weeks wasting money and time on phone calls, on hold, and waiting for return phone calls just to have access to my own possessions. You can be sure that I personally will never have another cent given to this company, and will recommend to friends and family that they use another more reputable business.

Business

Response:

February 26, 2013

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

Ms. [redacted], Senior Staff for the U-Haul Company of North Shore Chicago, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] in regards to items he had stored at EZ to Store, which is an independent dealer. Ms. [redacted] provided the names and the telephone numbers of EZ to Store employees as well as the owner of that store. She also mentioned that her office has been unsuccessful in obtaining any other information from EZ to Store.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

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

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

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

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

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

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

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

Business

Response:

May 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International