J.R.J. Tara Corporation

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

Business

Response:

May 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made my reservation by phone at the 800 number. My reservation number was #[redacted] and was quoted $940.60 for a 17 foot truck and trailer to tow a vehicle. I made the reservation 2 months in advance. I subsequently checked up on my reservation the week before to request my pick up time. At that time they said they would call me 24 hours before. At that time I reviewed all the information with the telephone agent. The night before my pick up, I had not received a call so I called them. When I called they said they did not have a truck for me with a trailer. I told them this was NOT acceptable. They told me if I wanted a truck and trailer I would have to travel to a town 50 miles away the next day to pick it up. When I asked how they were going to compensate me for this, I was told they would give me 100 extra miles and 3 days more. Neither of these things helped. THEN when I just opened my [redacted] bill this afternoon it showed a charge that exceeded the quote by $79. When I called to ask the 800 number about this and gave my reservation reference number, they told me this was the quote and there was nothing they could do about this. Not only was I cheated on a financial and physical level, but they were not willing at the reservation call center to help make things right. The woman just said she couldn't talk to me anymore if I was going to "threaten" her with the Revdex.com...Desired Settlement: I want compensation not only for having to drive 100 miles (50 each way) to pick up the truck, but then I was charged an additional $79 over the quoted amount and given ZERO explanation why.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining that due to the fact Ms. [redacted] was going to need to travel to an alternate pick up location, we did provide her with an extra 150 miles to secure the equipment along with 2 extra days to allow more time for loading and unloading. The extra $76.36 charge on her contract was for [redacted] tax. Ms. [redacted] found no overcharge on Ms. [redacted]’ 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: I made a reservation online to pick up a 14 foot U-haul at the [redacted] store located at [redacted], [redacted] on Saturday June 28th over a week in advance. I called to confirm the reservation 2 days prior to the 1st and was told everything was good to go. I called the day before I was to pick up the truck just to be sure and was once again told everything was good to go. Well, when I arrived at 9:00 on Saturday June 28th to pick up my 14 foot truck I was no very surprised to learn that the store had no trucks available and claimed that my reservation had been cancelled online...REALLY? After I called to confirm the reservation 2 days in a row why would I turn around and cancel it and then show up to pick up the truck?????????????????? I mean get real. Well, U-haul likes to advertise their $50 truck guarantee, saying if the truck you have reserved is not available at the time you are scheduled to pick it up they will give you $50...what a [redacted] joke!!! So...after all the nonsense I had to end up re-scheduling my move to Sunday which was very inconvenient. I get the truck and return the truck Sunday without incident, but I hand the customer service person a $25 credit to go towards my rental. I am assured over and over again that the $25 credit will be applied when I bring the truck back...well that was 3 weeks ago and I haven't seen the $25 credit yet. Not only did I get screwed out of an entire day of moving, but then I get screwed out of the $50 truck guarantee U-Haul advertises plus the $25 credit I was given because of a previous issue with the same exact store. I used to use U-Haul quite frequently, but I can assure that until this situation is resolved I will NEVER use them again.Desired Settlement: The only outcome that will be acceptable at this point is a $75 credit ($50 for the truck guarantee & $25 for the credit I handed the u-haul worker and was never credited). And U-Haul being the big business they are should go above and beyond this as I have been dealing with this issue for 3 weeks now and it has caused me quite a bit of inconvenience and aggravation.

Business

Response:

July 19, 2013

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

[redacted] the General Manager of our [redacted] Center left a message for Ms[redacted] today informing her he was processing a credit of $75.00 to her Visa Card. The credit should appear on Ms[redacted] 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 reserved a u haul online on Augutst 3 at 11:00 am for pickup at 3:00pm. On my way to the uhaul store on [redacted] HWY, I called the customer service number again to obtain directions or the store address. During my call the customer services says that they see my reservation but the truck will not be available until 4:15. I advised the rep that I will like to cancel my reservation because I do not want to wait an additional 1hour and 15 mins for the truck to arrive. When I asked that rep to Cancel I also asked will my card get charged. The rep states no, because I reserved and cancel within hours of each other, I will not recieve a charge. Two days later my card was charged 52.00. When I call the customer service line back I was transfer to the ruddest rep I have ever encountered. I explained my situation and the rep stated that because of the waste of time that the truck could have been used that was why I was charged. I continue to explain the situation and the rep basically stated that I needed to contact the Manager in Uhaul in the [redacted]. I continue to advised the rep that I was told I would not be charged. The rep then states there is no way someone else would have told me that. She also states that because I wasted the time that the truck could have been used, I also cause others to not be able to obtain the truck. I continued to point out that the truck wasn't even available during the time frame that was specified. The rep states there is nothing she would be able to do. When I asked to speak to her manager, the rep disconnected the call. I called the Manager in [redacted] who was not in at the moment. I reached back out to the UHaul customer Service and was advised that the [redacted] store was expericing problems on Thursday August 8th and that she would send the manager an email to call me back. I reached out to the manager today and when I called the store I was explained my situation and the rep on the phone stated well I dont know what to tell you but the manager is busy. The rep placed me on hold for a total of 5:34:45. I am very dissappointed in the service U Haul has offered and for this company to receive an "reward" for the most outstanding customer service among other CompetitionDesired Settlement: $ 52.00

Business

Response:

<span st*le="font-famil*: Arial;">August 15, 2013

<span st*le="font-famil*: Arial;">

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank *ou for *our concern for our customers [redacted], whose name actuall* appears on the rental agreement.

[redacted], our [redacted] for the U-Haul Compan* of Western GA, followed up on the information [redacted] provided. She informed our office she issued a refund back to their Visa account on file, which should post on their next credit card statement. [redacted] left a message explaining she issued a refund for the amount the* were charged.

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

Sincerel*,

U-Haul International

Review: On July 23, 2013 the U-Haul truck I rented broke down.

At 6:50 pm I contacted the location where I rented the truck from and they told me to call the roadside assistance number.

I immediately called the roadside assistance number and spoke with [redacted] and gave her the information she asked for. [redacted] said they would be sending someone out to look at the truck to see if they could get it started.

At 7:12 I received a text message that said [redacted] is on the way with an ETA of 90 minutes. Please let us know if we can be of further assistance. I also received a phone number ###-###-#### and Reference # [redacted]

I called and told them I could not wait that long. Representative then informed me that the person they selected actually called in and was not on their way. She said she would contact someone else. She said she would call back. Never received a call back.

At 8:36 a text message was sent saying someone would arrive 30 to 45 minutes.

At 9:46 is when help arrived.

The men worked on the truck and told me that the truck needed gas and they do not supply gas. (When I left the U-haul rental location there was a half tank a gas and I only drove 14.85 miles)

I called the roadside assistance again and explained what was going on and was told that I would have to purchase the gas and if the gas did not fix the problem then I would be reimbursed just keep the receipts.

I purchased gas canister and made 2 trips to a gas station 1 block away to get gas.

The men said the fuel pump was broken.

At 10:57 pm I called roadside assistance again and told them what the men who came to fix the truck said. She asked me what I still needed to do with the truck and we discussed several options and decided to have the U-Haul towed and I would get a new one in the morning. She said she was sending a tow truck and she would call me back. She never called back.

At 11:27pm I called roadside assistance back again the lady ([redacted]) I spoke with said she would have to start over because she did not see anything in the notes. [redacted] assured me that she was going to send a tow truck and she would call back shortly. [redacted] called back at 11:57pm and asked me the same questions that the lady asked me when I called at 10:57pm. We discussed the same options. She said she would call me back with ETA of tow. At least 30 minutes had gone by and I had not received a call back. I called roadside assistance again and the lady I spoke with said [redacted] was still trying to locate a tow truck. Less than 5 minutes later [redacted] called me back and asked if we could resolve this in the morning. I told her I would need to buy a lock for the U-Haul and she assured me I would be reimbursed for the lock. So around 1:30 am I found a way to a Wal-Mart to buy a lock. I did not get home until a little after 3:00am

July 24,2013 around 7:15 am I received a call from U-Haul trying to resolve the issue. They got me in contact with a towing service. I informed them because of the hour that I returned home I would call the towing service back when I had enough sleep because I would have to be with the truck when the towing service got there to tow the truck. The truck was finally delivered at 3:30pm.

I called roadside assistance, to see how they were going to get me a new truck so I could finish what I was supposed to do yesterday. [redacted] said I would need to contact the location where I rented the truck from. I called the location spoke to [redacted] and explained to him what was going on he did not fully listen and transferred me back to roadside assistance in the middle of me speaking. At 3:57 the lady at roadside assistance told me just to call back when the broken down truck was unloaded.

July 25, 2013

9:15 am I called roadside assistance explained everything from 2 days ago. They called me back and had arranged for me to pick up a new U-Haul at another location. [redacted].

I went to that location and the guy there asked for my drivers license and credit card information I did not mind but I did not understand why since on the phone they told me I would do an exchange. He said U-Haul did not contact him and he wanted to know who would pay for it. I contacted U-Haul again at 10:04 am told them what the guy was saying and they spoke to the man on my cell phone and he told them to send me to the Main St. location (where I rented the truck that broke down) he said he would call me back. I sat out in my car and waited. Trent called me back at 10:14 am and saids someone is calling the guy to basically tell him he has to give me a truck. I was given another number and told to speak to [redacted] directly if I encountered anymore problems. I got the replacement truck. I was told that they would be sending someone to pick up broken down truck and that they didn't need any information from me.

On July 26 I called U-Haul again to be clear on the procedure for receiving my refund. They told me to just turn in my receipts to the location where I dropped off the truck. I returned the replacement truck and turned in my receipts. The lady assured me that she would take care of them and asked me if I wanted copies. I called back to see when I should expect a refund or some notification and she said I would not get a refund until the broken down truck was returned. I told her that someone told me they were sending someone to get it but no one come yesterday. She told me she was going to send someone and I should receive a refund and/or notification about 3-5 days.

By August 7th I had not received my refund or heard from U-Haul so I the [redacted] location where I dropped of my receipts call them and was told that she would have to re-open the file and I should hear something back with 24-48 hours.

I had not heard anything or received a refund by August 15th so I called customer service back again. I was told that someone contacted me by phone and needed to get receipts before issuing refund. She said she was putting in notes and transferred me to regional office. I spoke to a lady and she said she didn't see any information entered and she got my correct phone number and told me I would be contacted within 24-48 hours.

I have always used U-Haul for my moving needs and never expected to be treated this way. When my father was re-stationed to other army bases the family used U-Haul. I am tired of having to call back make sure U-Haul is doing what they promised me. On some of the many phone calls that I had to place to U-Haul some customers service reps were rude and insensitive to me as a customer. I am very disappointed in this U-Haul experience and do not plan to use U-Haul again. I will not recommend U-Haul to anyone. It saddens me that I even have to write this complaint. I did not even receive a discounted rate or anything to compensate for my HUGE inconvenience.Desired Settlement: The reimbursement of lock, gas can, and gas that I am entitled. If U-Haul thinks of me as a valued customer than should show it in some way and not just an apology.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office, after several attempts she was able to reach Mr. [redacted] by phone. He will be calling Ms. [redacted] back with the cost of gas and the gas can for reimbursement.

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 own a business that rents between 30-50 trucks a summer. I made a deal with the branch manager in March for a negotiated rate on one of their truck style because of how often I rent. They honored the deal every week until just recently when it turns out the GM lost his job. I understand the new management wanting to renegotiate a new deal (nothing was in writing), but now they will not honor the last two rentals I had with the company.

To put it simply, my business spends thousands of dollars renting trucks each year. This year we chose Uhaul because of the deal we received from the GM. Now, they will not honor that deal made by their former GM on the last two rentals we had with them. To honor the deal it will cost them about $150. By not honoring it, they will lose my business as a customer and forgo thousands of dollars in rental income over the next year and perhaps following years. I am fine re-negotiating the deal going forward, but they should honor the previously established deal for the last two rentals.

In speaking with management over the new GM's head, they refuse to honor the deal. So far I have received only blank stares and rude treatment from their management team ([redacted]) . As a business owner, Uhaul corporate should be aware of how their branches are treating their corporate customers. I will not be renting from U-haul again unless they fix this situation.Desired Settlement: For Uhaul to honor the previous arrangement and work with me to get a new agreement in place. It is in their best interest to do this as I spend thousands of dollars a year on truck rentals.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted] has been advised that they are not aware of any deals/arrangements made with him. He also assured our office that no one at U-Haul has been rude to Mr. [redacted] or unprofessional with him. Our former GM did not advise anyone of special arrangements he made with Mr. [redacted] and Mr. [redacted] has nothing in writing to verify any arrangements. Although we certainly appreciate his business, it still should be understood we can’t honor an arrangement that is not documented and does not conform to U-Haul policies and procedures. We do have a corporate program that Mr. [redacted] can look into to determine if his business qualifies. He can inquire at his local U-Haul Center.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.If you cared to look at any of the rentals I have done with Uhaul over the past year, you will see evidence of the verbal agreement between my company and the GM at the Uhaul branch. We put nothing in writing, but all of our past rental agreements, except for the two in dispute, illustrate the $0.59 rate for the 10' box truck that [redacted] (the former GM) and I agreed to. We had upwards of 20 rentals with this rate. I provided [redacted] with several previous receipts that illustrated this agreed upon rate as well. No, we do not have a written contract, but yes, there is ample written proof that this agreement I am speaking about did exist with Uhaul. All you need to do to verify this is to look at my rentals of the 10' box trucks this year to see the adjusted rate. I can also provide these again if necessary. I am not trying to rip anyone off here. It is not even that much money. It comes down to the business practice of honoring agreements made between a manager (former or not) and a customer. Uhaul is not honoring this verbal agreement despite the fact there is ample written proof of the agreement and I rent dozens of trucks every year. I also understand if Uhaul does not want to continue the agreement going forward. It surprises me that they are willing to burn a bridge with a neighboring business who spends thousands of dollars with them just to save a small amount of money. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted] reviewed the information Mr. [redacted] provided. Please be assured we would like to continue providing services to Mr. [redacted] but it is very difficult for us to honor an undocumented agreement or arrangement. Mr. [redacted] relayed that although Mr. [redacted] may have received discounts on past rentals, this does not constitute an agreement. He went on to advise our office that U-Haul has no intentions of burning bridges with customers. We are about building long term relationships. As relayed in my previous letter, U-Haul has a corporate program that Mr. [redacted] can look into to determine if his business qualifies as a corporate account. Having a U-Haul Corporate Account will enable his business access to all U-Haul products and services.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,[redacted]Executive AssistantU-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.Even if they do not want to honor the arrangement going forward, they should honor it for the two rentals I am contesting. The fact that they will not honor that shows me that they do not want my business, despite the bogus customer service speech in their last letter. I own a customer service business and deal with thousands of customer every year. I can confidently say that Uhaul has terrible customer service. If they cared about their customers, especially big ones like us, they would swallow the cost just to keep the customer happy. It is not my fault that their former General Manager made a deal that they do not like. There is clearly a track record of my arrangement with the former manager, but they are choosing to be a penny wise and pound foolish. I will not look into a corporate account and will choose to do business at one of the several other truck rental companies in the area. Regards,[redacted]

Review: I chose this U-Haul location to rent a Truck and Dolly. My girlfriend was with me and we were moving household furniture to my house in [redacted]. While I was in the bathroom the clerk at the desk went over the insurance policy with her and asked HER to run MY debit card for payment. She said she did not know my pin and he said they would do a "credit transaction" instead and jokingly told her to make sure she looks over my shoulder better next time. When I returned from their bathroom he handed me a pamphlet and said we were good to go. During our rental period the tow dolly ripped a transmission line out from underneath the car. This claim was denied based on ridiculous exclusions that were never explained or gone over with the policy holder. When I spoke with their insurance agent she said it sounded like your girlfriend was the problem, she should have told the clerk NO when asked to run a card for someone else.

Product_Or_Service: Truck and dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

U-haul needs to honor the claim I filed to their insurance or at the very least refund the illegal transaction done on my card. Otherwise I will be filing a suit through my lawyer and smearing my story across all social media avenues.

Business

Response:

September 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul [redacted], followed up on the information Mr. [redacted] provided. She informed our office [redacted] investigated his claim and concluded the damages were not the responsibility of the U-Haul Company. After another review of the information, Ms. [redacted] relayed their decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a one time payment of $307.70 on January 29, 2013 from my checking account to pay for my son's storage locker with U-Haul. The payments were to cover a six month period, from January - June. on July 27, 2013, August 19, 2013 unauthorized payments of $47.95 were deducted from my account. I contacted the owner of U-Haul, who was not available; so I spoke to an [redacted] who indicated I could not get my money back unless I brought my son in with me. I did not authorize any additional payments from my account for his storage locker and I want my money back. I sent several letters to the owner who has yet to respond. I have filed forgery/fraudulent charges with my bank against this company. The payments should be taken up with my son- not me as I have not signed a contract with for any storage space.Desired Settlement: I want U-Haul to reimburse my checking account for the unauthorized withdrawals and to stop withdrawing funds from my checking account for this storage unit.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], a Senior Customer Service Representative, sent the following email to Ms. [redacted]:Ms. [redacted], We received your letter from the Revdex.com. In order for me to get your concerns to the appropriate person I would need to know which storage location you are referring to. Would you please give me the address of the location, including city and state. Would you also provide your son's name if it's his name on the contract. Thank you for your time. [redacted] Sr. Customer Service CoordinatorOur 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 bought a propane tank from U-Haul located at [redacted] in [redacted], **, on Sept. 6, 2013. Upon getting the new tank home, I tried to turn on the gas nozzle to use for a barbecue and the handle broke off. I returned the new tank to U-Haul on Sept. 8, 2013, and requested a replacement tank or a refund for the defective tank and propane gas. They refused.

I paid $34.95 for the new tank and $12.56 for the gas inside for a total of $52.16 including tax. They refused to replace the defective tank and only refunded me $12.56 of the $52.16. They said they couldn't get the computer to work correctly in order to process my refund.

Please help me in resolving this issue.

Thank you!Desired Settlement: I would like to have the difference between $52.16 and $12.56 refunded to me which is $39.60. I have the two receipts on hand if needed to prove my case.

Business

Response:

September 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Dr. [redacted] provided. She informed our office she spoke to Dr. [redacted] and advised her of a refund for $39.60 back to her credit card. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a trailer from [redacted] To [redacted]. I had a 4 day rental. I believed we picked up the rental on August 3rd and we were to drop if off on the 6th of August. On the 6th of August we dropped off the Uhaul sometime in the afternoon. I went in and got a worker from the 5oth street location. the worker came out and told us to pull up and drop the trailer off here. We pulled up. The worker unhooked the uhaul. We asked do you need anything else and they said nope we will handle it from here.

Two weeks went by and I got an email saying we dropped it off 2 weeks late and I owed $240.00 My wife called the location and basically the manager there said hiis location does not make mistakes and that she was lying which got her real mad. I tried calling multiple times and left messages with multiple ppl to get him to call him which he has not up to this point. I finally got through to someone 2 days later. Apparently he was a manger and he assured me that the matter went to review and it was handled and that I owed nothing and they were sending a $30 coupon in the mail. So I figured good the matter is finished and it is done.

Well this Friday Sep 13th I received a letter from A1 collections saying I have been sent to collections. I immediately called Uhaul and no one would transfer me to any managers and basically everyone I talked to could not help me out and just sent me to another line. Finally a lady said she saw the review panel looked at it. She cant see what happened and gave me the number for the head office ion [redacted].

Today Sep 16th I called [redacted] and I gentleman said he would get a manger to call me. This is by far the worst customer service I have seen in my life. not only am I being charged $240 that I do not owe. the manager at the office refused to take any sort of responsibility as well as anytime I call anyone all I get is the run around. Now this is affecting my credit which I have worked extremely hard to fix up in the last few years. I expect a lot more from a company such as Uhaul and would like the issue to be resolved ASAP. if I dropped the trailer off 2 weeks late how come I never received one phone call or email within that time period asking about the trailer?

This has been the worst experience and I would like immediate responseDesired Settlement: I want this fraudulent charge to be erased off my records and taken off the credit agency list and I would like an apology from Uhaul for the poor customer services

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our [redacted], [redacted] & [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was advised the Promissory Note has been removed.

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 U-Box for August 5th, 2013 and received a confirmation email about it (#[redacted]). We called the [redacted] office 3 days prior to the scheduled delivery and they confirmed the reservation. We were told on August 5th by the [redacted], ** office that they did not have a reservation for us and could not deliver a U-Box until August 8th, 2013. All other U-Haul agencies that we spoke to that day told us that they did see our reservation and did not know why the [redacted] office was not delivering the U-Box (we later learned from another office in the area that the [redacted] delivery person was on vacation and this is why they did not honor our reservation). We filed a complaint with the corporate office, reference number 454062, and received no response. We are requesting compensation for the money we spent to get another U-Box on the day of our original reservation ($100 for having to rent a pick-up truck, drive the U-Box to our apartment from the [redacted] office, & return it to the [redacted] office) as well as the money lost from having to take an additional day off from work ($300) because our contract was breached.Desired Settlement: We request that U-Haul respond to the complaint we filed, and refund the amount of money we spent on acquiring another U-Box ($100) as well as the inconvenience of having to take an additional day off from work ($300) because our contract was breached.

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our East Bay regional office, followed up on the information Dr. [redacted]provided. She informed our office she left a message for Dr. [redacted]offering her apology for the inconvenience he experienced and explained a refund for $400 had been approved to be issued to his[redacted]. address in [redacted]. He should receive the refund 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,

Executive Assistant

U-Haul International

Review: To Whom It May Concern:Hello, This is [redacted], your customer for the moving from San Francisco, California to Urbana, Illinois.We contracted U-Haul to have our items delivered to Urbana, Illinois by August 5, 2013.We last saw our moving boxes on July 25, 2013 in San Francisco when it was packed away into U-Haul trucks for the guaranteed delivery by August 5, 2013.(11 business days) Our family, consisted of me, my wife, and our very young two children, chose the U-Haul company because it is a national company with a trusted name and brand. As you can imagine, this was a very important moving for our family. We were moving from the West Coast to the Middle West to start my academic career at the University of Illinois. It was not just a move for my academic career, but a new life for me and my families.We gave U-Haul an ample time to deliver all of our items to our new town, items that consisted not only of fundamental items but also items of our family lives and memories.As we arrived in Illinois and were anxiously waiting for the arrival of our packages, we did not hear from the U-Haul company regarding the status of our packages. Then at that point, I called U-Haul on August 8, 2013 15 days after U-Haul picked up our packages for the move!When I called the San Francisco branch office, I was told that it still had all of our boxes and it was not even aware that they were due to us, per contract and per guarantee, in just three days!I called and called multiple times to ask for expedited service as my two young children did not have any items to wear or sleep on in our empty new place in Illinois. I communicated for almost thirty times, but I did not get any response or explanation for the delay of the shipment.When our items were finally delivered to Illinois on August 30, 2013, more than thirty (30) days has passed from the guaranteed date.Desired Settlement: DesiredSettlementID: Other (requires explanation)

During that time, we had to buy numerous essential items (clothes, shoes, blanket, bedding, lamp, etc.) in order to survive. In addition, we had to purchase items for kids school and various household items. Also, we were so emotionally stressed and distraught because we did not know when we would receive our items. We had to live day by day to make the ends meets, not knowing what will happen the next day.I believe our one month of not recei

Business

Response:

December 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our GM of our U-Haul Moving and Storage of Downtown San Francisco followed up on the information Mr. [redacted] provided. He informed our office a refund will be issued to Mr. [redacted] for the charge of the delivery fee in the amount of $486.30.

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: Unfortunately my complaint does not fall under just one category. The complaint that I have has to do with billing, collection, customer service, incorrect information being given by staff to myself and each other. On December 6, 2013 I went into the U-Haul Store in Colorado located at [redacted] to pay for my storage unit located at [redacted]. Chonda Love, the Assistant Manager, in the Colorado store took my payment. I paid $36.80 using my debit card and $3.15 in cash. Ms.[redacted] informed me on 12/6/13 when I made the payment that she would be sending the manager of the [redacted] store a copy of my receipt verifying payment so that it would be credited to my account for unit #[redacted]. Well something told me to check to see if the payment had actually been credited to my account. Of course it had not and that is when the finger pointing began between the Georgia and Colorado Managers/General Staff. On several different occasions I was informed by the Georgia Store Manager, [redacted] that my account would be credited within minutes/hours/the next day. THIS IS SOMETHING THAT STILL HAS NOT HAPPENED and has been a month since I paid. No one seems to know what they are talking about and I am definitely going to sue U-Haul if this situation is not rectified and my things in storage are auctioned off. I thought that I would receive better customer service from someone at U-Haul, considering it is a nation wide company. I have lost sleep and shed many tears over this matter. I have even spoken to someone in the supposed Regional Office who could see the receipt and that the charges had been deducted from my bank account. I know that the things in my storage unit do not mean anything to anyone who works at U-Haul. However, they mean the world to me and these items cannot be replaced. I have done my part and now it is time for U-Haul to step up to the plate and do theirs. I need some type of compensation for this horrible experience!Desired Settlement: I would like to receive a free month of storage (this month),my December storage payment credited in the correct way as it should have been on the 6th of December and a written apology from U-Haul that addresses my specific concerns. I would also like a verbal apology from all people involved or shall I say not involved. With everything that I and my family (dealing with my anger tears and frustration)have been put through this is really not too much to ask.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office the funds were reapplied to Ms. [redacted]’s storage unit. Ms. [redacted] can speak to Ms. [redacted] if she has further concerns. Ms. [redacted] can be reached toll free at [redacted] or direct at ([redacted]) [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,[redacted]Executive AssistantU-Haul International

Review: Hello to whom ever this May concern I rented a uhaul truck and auto transport from this particular uhaul location on December 29,2013 I trusted that all equipment was safe and okay for my family and I to travel one way to the state of Indiana. While traveling on I-35 we heard a loud noise and the auto transport had a major blow out the trailer axle had broken as well my Audi A4 had hit the ramp as we where traveling thank God that we were able to pull over to safety.I do believe that our angels were with us. We'll we contacted uhaul customer service and spoke to a lady by the name of [redacted], we explained to her our situation and that we are in need of help because the trailer that they had given us the whole axle was broke and that the tire had blown and was shredded. She reassured us that a guy named randy was on his way in 30 minutes the guy came just as she promised but he left within two minutes stating that he did not fix axles only flats.it was approximately 22 degrees outside now I had my eight year old son in the truck and my husband we had to run the truck for heat. We called customer service multiple times after that first initial call and we finally thought that we had someone who could help us the lady by the name of Ms [redacted] asked us what hotel where we near we looked and seen the omni hotel from afar off however Ms [redacted] prompt us to leave the equipment and my personal car and belongings and go to the hotel and to call back so that they can pay for the hotel because it was cold and my husband and I where getting frostbite on our fingers and my sons cheeks also.To sum up this complaint we sat in that truck for literally 5hours our son urinated himself we where exhausted ,cold and humiliated once we finally reached the hotel the manager by the name of [redacted] had given us the okay to go inside and get a nights stay but we got embarrassed because uhaul stated that the one night stay was out of their budget well that was very wrong also they did not ever call us back after drop offDesired Settlement: We really would like an apology we would also like a full refund for the truck rental and auto transport rental , the out of pocket expense for the hotel that my husband and I had to purchase . Do to the unsafe equipment that uhaul gave us. Also my Audi A4 is damaged I would like that repaired. Also I would like for uhaul to not unlawfully charge my credit card $208 again. I pray that Justice is served because my family and I did not deserve the mental anguish or da

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Field Manager for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. He advised our office he left a message requesting a call back to personally discuss their concerns and hopes to hear back soon.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Russell Rd., followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for communication problems concerning shipment of the U-Box. He agreed to refund $20 per business day delayed on shipping. Ms. [redacted] accepted the resolution and both will be back in contact after the box arrives to calculate the refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I recently rented a 26' Uhaul truck from your location in Hopkinsville KY at [redacted]. When I rented the truck I requested

to pick up on Friday March 14th at 4:00 pm and return on Saturday March 15th at 4:00 pm. I arrived and picked up the truck that

Friday evening at 4:00 pm. The owner had me sign the contract in the office showing the charges and the fuel amount with out

even checking that the trucks fuel matched the amount on the form. When we went out to the truck he opened the back of the

truck to check to make sure it was clean and then reached in and started the truck and did not check the fuel amount or mileage

before getting me to sign the clean form. I got in the truck and left the lot. After looking over the contract I noticed that the fuel amount

showing on the contract was 9/16 and the actual amount in the truck was 1/2. I called back to the office and told them about the

error and the person I talked to said bring the truck back on 1/2. I went a total of 44 miles in the truck and less than a 1/2 mile before

arriving back to the lot I put $20 in fuel back in the truck (which I have the receipt) at $3.15 per gallon. That would make that I put 6.3

gallons back in the truck. I talked to the district manager and he told me the trucks get 6-8 mpg. If I went 44 miles and it averaged 7 mpg that would

be the same amount I put back in the truck. After arriving back to drop the truck they were closed and I was not told that they close early on

Saturdays. So after arriving at the closed gate I called the after hours number and got a very rude person on the other end and said I need to bring it

back Monday when they are open. I called the 800 number for uhaul and they told me to leave it outside the gate and put the keys in the back of the truck.

After the owner checked the truck in he actually charged me for two days rentals and $20 fuel charge and $30 service fee. I was very upset and called the 800 number

to complain and they opened up a dispute. They credited me back the extra day they charged me but did not credit back the fuel and service charges. I called

back to ask why and they said they did not see a dispute for the fuel. I opened another dispute for the fuel and service charge. Two days went by and the

district manager called me and said that he was going by the business to talk to them and I have never heard back. This was over a week ago. I do alot of business

with Uhaul and would like to continue to but unless this is resolved I will be taking by business elsewhere and filing more complaints on this franchise and business.Desired Settlement: I would like to be credited back the fuel and service charge of $50.00....

Business

Response:

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued refund for the $50 fuel charge back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I am renewing my complaint from 05/05 as an employee of Uhaul promised to return the disputed amount and since has not done so. IN speaking with a [redacted] on 05/05. he actually apologized for the charges stating the gas gage "must have been read wrong" and promised the 85.00 (gas fee and late fee) would be credited back to my account. Instead the full amount of 196.50 was refunded 05/06 then today it was taken from my account again leaving my account 67.00 in negative. To state the complaint again, I was fraudulently charged an 85.00 fee from Uhaul. Uhaul stated upon return of the truck I did not return it with the amount of gas I took it out with, as well as a late fee that should not have been applied as Uhaul waited a week to send an invoice and the amount of 85.00 was being disputed, therefore the amount for the rental should not have been posted until an agreement was made between myself and Uhaul. Unfortunately, when I returned the truck, the facility was closed and I left the keys and paperwork in a drop slot. I was told when I originally called and spoke to a customer service representative about the fee for the gas that Uhaul has many complaints and it is a common occurrence of Uhaul to charge someone gas fee when gas was in fact in the tank upon return. I have emailed a [redacted] advising him to return the 85.00 or I will follow through with this complaint, as well as filing a fraudulent charge with my bank.Desired Settlement: I demand the 85.00, gas fee and late fee to be credited to my account as well as a discount of some amount for the inconvenience of twice leaving my account negative as well as depleting my account so groceries and other bills were not able to be purchased and/or paid.

Business

Response:

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

Russell Dumas, our Executive Assistant for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her the following email:

Dear [redacted], I have received the forward of the information you had provided regarding your recent U-Haul experiences, and would like to sincerely apologize for the inconveniences that we have caused you. Having researched the Documentation, I understand that we made a couple of mistakes and didn't communicate with you very effectively. It appears as though when you last spoke with [redacted] ([redacted]), the manager of the Albany location, he had informed you that he had processed the credit to your card for the $85.00 discussed. That credit did in fact transmit from our business the evening of 5/5/14, and as banks are allowed up to 5 business days to apply credits, you should see that credit no later than close of business on Monday, May 12th. I further understand that we charged your card a few days prior to that $196.65, the total charges, plus the fuel charges, plus a service fee. I do not know what conversations, if any, took place between your returning the equipment on 4/21 and the charges that were applied on 5/2, but unfortunately, when a contract is pending payment, it ends up going to our collections department, where they attempt to process the charges for payment. I do understand that this caused even more inconveniences, and as an apology, I have issued a credit for another $50.00 (again, it could take up to 5 business days before the credit is applied to your account), So after both refunds, the rental ends up costing you $66.17. I do again apologize for the inconveniences, and greatly appreciate your providing us the opportunity to correct your concerns. I regret however that it has taken this long. If I can be of any further assistance in the future, please don't hesitate to contact me directly. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-Haul claims to have moving trucks for $29.95 per day. They do not mention that a "day" to them is 4 hours. They will not let you rent a truck for more than 4 hours, claiming that they don't have any trucks available. I've tried calling several U-Haul retailers, and you get the same response. Seems they want to cram in as many "days" into a day to rip everyone off. It's quite ridiculous and I honestly have no idea how this can be legal.Desired Settlement: I've been trying to rent a van to move for weeks, and I get the same outcome. I literally just want to be able to rent a van for more than 4 hours.

Business

Response:

May 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Traffic Department for our Boston regional office contacted Mr. [redacted] and discussed his concerns. We apologized for the rude treatment he experienced and was able to work out a truck rental for him for pick up at 4:00 pm on May 31st until 2:00 pm on June 1st. Our Traffic Manager assured our office the information Mr. [redacted] provided would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

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

Product_Or_Service: Rented Van & blankets

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office located in [redacted], followed up on the information Mr. [redacted] provided. He informed our office due to any misunderstanding that may have taken place between Mr. [redacted] and our U-Haul dealer, he sent Mr. [redacted] a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Product_Or_Service: u boxDesired Settlement: DesiredSettlementID: Refund

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

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International