J.R.J. Tara Corporation

Review: In April 2014, either April 19 or April 12 (U-Haul security should have the records), my wife, [redacted] was unlawfully detained inside the U-Haul storage facilities when the manager on duty locked the facilities without any warning or notification. I worked with the U-Haul security to try to get her released. Our security code would not work because of the gate security being shut off when locked up. Security gave us every possible security code to override to no avail. Attempts were made to contact the regional manager and the CEO of U-haul to obtain override codes which failed. The [redacted] police were contacted too. After more than 2 hours, the manager on duty and the police arrived to let her out. The response from corporate was NIL. The response from the local manager ([redacted]) was: "What do you want me to do?" This took me aback, but I took it then as maybe 'what would be the best way to approach this?'. I was more interested in preventing this from happening again and making sure the one who locked my wife in would be appropriately disciplined and properly retrained. This was the impression I had that this would be done.However, I find that I may have made an extremely erroneous decision. On July 5, I paid my storage bill to cover through August 4. On July 12, 2014, my wife entered the unit without any problems. On July 19, 2014, my wife tried to enter the unit, but was unable to do so. Come to find out, the storage security did not have us in the system anymore. Sometime between July 12 and July 19, someone (U-Haul employee) had added another unit under my account with a different name, locked my security code out by removing it, and completely removed my internal account, which I used to be able to access through the web, and completely wiped out my payment history.All this was done without my knowledge or authorization. The only response was a free months rent (until Sept 4)and empty apologies. Now I find we are only covered until Aug 18 per the online acct access.Desired Settlement: Full restoration of my account and payment history. Identification of individual who authorized these actions for possible criminal investigation (several [redacted] penal code violations occurred including the lock-out violation in the [redacted] rental property codes) and discipline and retraining, Corporate investigation into this facilities to correct the causes of these incidences, and a corporate guarantee that these incidences have been corrected a

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he has attempted to reach Mr. [redacted] but has been unsuccessful. He relayed he is sincerely sorry about the incident they incurred. He mentioned there are 3 emergency doors at the U-Haul storage facility that are not locked and our Traffic Manager lives on sight. He also explained a CSR at our U-Haul Moving and Storage at [redacted] marked Mr. and Mrs. [redacted]’s unit as empty in error and did a move out on their unit. They were moved back into the unit and given a month of free storage for their inconvenience. Mr. [redacted] stated the wrong unit was marked empty, which caused the confusion.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 rented a uhaul truck for 5/12 and kept it for 1 day. I gave exact address of where I was going and the person working calculated the miles and gave me a price. I paid 211 dollars for the van. I returned the van with gas in it. I was accused of oweing 85.00 for filling up a half a tank of gas and almost 100 dollars for extra millage. I had absolutly NO idea of this bill until I was contacted by a collections agency. I was NEVER sent a bill in the mail and I was sent to collections within 2 months of the rental. I called and was told they had sent one email to my email address which I never received. I believe it was not right to be sent to collections without even one bill being sent to my home, and not one phone call made to me. Uhaul has now put a damage in my credit and I want to know how they will compensate me for that. I was told I had a fee of 211.00 dollars when their company calculated the milage when I picked up the van, and it does not take 85.00 dollars to fill up half a tank of gas.Desired Settlement: I would like this bill to be exhausted. I paid upfront and was never told I would have to pay extra, it does not cost 85.00 dollars for gas, and by sending me to collections they effected my credit so I believe because of that I shouldn't have to pay them anything.

Business

Response:

July 30, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our [redacted], followed up on the information [redacted] provided and sent her the following email in response:[redacted], I tried to call you but got no answer earlier today. I went ahead and out of good faith refunded back the $30 fueling fee. I do see that your final bill was $382.76. We collected $211.42 from you that day on the credit card. The balance of $171.34 was left over. I took off the fueling fee of $30. You now still owe $141.34. That is from using the equipint with mileage and CDW and rental fees. It is explained on your return contract. If we can be of any further help to answering questions please feel free to call us.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: Plain and simplePlain and simple: U-haul’s online reservation guarantee states “When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-haul will compensate you $50.” We reserved a truck for a certain date and time and location (5/29/14, 8:00am, [redacted]) but Uhaul let us go on a wild goose chase that cost us [redacted]) but Uhaul let us go on a wild goose chase that cost us an additional 80 miles worth of wear and tear on our own vehicle to a location in [redacted] Uhaul would not honor the reservation guarantee.

On 4/24/14, my wife and I reserved a rental truck online for pickup at All Service Electric (a Uhaul rental location), [redacted], (closest to where we needed to pack the truck for a move) for pickup 5/29/14. My wife even chatted online with Uhaul’s customer service representative about a week before we were to pick-up the truck to confirm the reservation and she told the person that we absolutely could NOT pick-up the truck anywhere else because we needed to get an early start loading the truck. The representative stated that would not be an issue and the pickup location in [redacted] was confirmed.

However, on 5/28/14 we traveled from our home in [redacted], (over 5 hours) where we were to move our daughter the next day. Along the way, we tried to contact All Service Electric to confirm they had our truck ready and left a message at least once but no one answered and no one returned our call. When we arrived in [redacted], we went directly to All Service Electric arriving about 3:00pm but the place was locked up and looked like it was closed for the day. We tried to call them but no one answered. In fact, 2 other customers came by while we were there and each said the person who works there knew they were going to be there to pick up their rentals that afternoon. After calling U-haul’s customer service line several times because each time we were put on an indefinite hold, we decided to drive to our motel and check in. While I drove, my wife remained on hold until she finally got to speak to someone. However, this person could not help us and then she was forwarded to 3 other service representatives before someone could explain what happened and each time my wife would have to explain the situation to the U-haul personnel. The last person finally told her that the pick-up location had been changed to [redacted] in [redacted], with a pick-up time of Noon on the 29th. Well we had just passed Roanoke, 40 miles to the North, on our way to [redacted]. During this time we were getting more and more frustrated and then the representative flat out lied to my wife when she asked about U-haul’s reservation guarantee and said someone tried to contact us earlier in the week to let us know of the change in reservation. First, if they tried to contact us, they should have left a voice message and, secondly, there should be a record on our caller ID but there is not one – so we assume your personnel lied to us. After trying to see if there was any way for the truck to be moved to the [redacted] location as originally agreed upon and being told this could not be done, my wife got the information for the rental location in [redacted] ([redacted]). She proceeded to contact them since it was now 4:45pm and we were on our way to a restaurant for dinner. Even though [redacted] in [redacted] was closing in 15 minutes, the owner/operator was willing to search around and see if there was a way to get a truck to [redacted] for us. When my wife called him back after a about a half hour of waiting and ordering our food, the owner/operator, [redacted], said he and his wife would stay open until we got there if we wanted to pick-up the truck now instead of the morning. So we got our dinner to go and ate while driving 45 minutes in rush hour traffic back to [redacted] and picked up the truck and drove it back to [redacted]. Not only was this extra gas that we spent for our vehicle but also we had that extra gas for the rental truck. [redacted] and his wife, [redacted], were very apologetic and helpful to us even though we were so upset at this point. They really went above and beyond in taking care of us as customers and trying to rectify the screw-up that U-haul online had left us with. They gave us extra mileage for our one way rental so we would not have to pay more for that and were just very accommodating and nice. We would do business with them in the future but we would never do business with this place in [redacted], nor would we use U-haul online.Desired Settlement: We should at the very least get a $ 50 credit to our credit card for the so called "reservation guarantee". We would also like them to stop advertising this ridiculous guarantee since they do not honor it. However, we should also get compensation for the 80 extra miles we drove out of our way to pick up this rental truck because Uhaul did not even have the courtesy to let us know about the pick up location change (80 miles times 56 cents per mile or $44.80). This was a very upsetting experience for my wife and I. An apology or some kind of acknowledgement from this awful company (U-haul) would also be somewhat helpful. So $ 50 at the very least is expected or $ 94.80 total compensation with guarantee and an apology is our desired outcome. The Revdex.com should lower U-haul's A+ rating because U-haul does not have A+ customer service or customer satisfaction.

Business

Response:

July 31, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent him the following email in response:Dear [redacted], I would like to sincerely apologize for the hassle and inconveniences you experienced during your recent U-Haul rental.I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to a particular location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below:[redacted]

We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After doing some research on your contract, and discussing your issues with the Traffic Manager, we will issue you a credit in the amout of $50.00. I will have to check in with the Area Field Manager to see why All Phase in [redacted] was not open on the day of your rental, but that might explain why our traffic department moved your reservation to the nearest location. So in addition, I will compensate you for your travel and credit you another $50.00 for travel time. I would also like to offer you a $50.00 VIP. This certificate is good at any of our 17,000 U-Haul locations and can be used towards future rentals, moving supplies, hitch sales or installation, storage rooms, propane and other general rental items. They are valid for two years from date issued, are transferable and can be given as gifts. You will be receiving them from my Corp office via email shortly. Again, I am sorry. Thank you for your patronage and we hope to do business with you again in the future.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 had issues from start to finish of my rental. I have emailed twice via their link to contact them on their website and have gotten no response.

When I rented the trailer, I was permitted to reserve a trailer online that they did not have to rent. Upon picking up the trailer that I could rent, I was not given my furniture pads, so I had to make a second trip. Upon trying to return the trailer, I took it to the site that they told me to and spent 45 minutes being told that they did not accept trailers. I then spent another half hour on the phone with customer services trying to resolve the issue. I was emailed a receipt that showed I was not charged and I thought this was in an effort to show customer care, but then three days later, charges for the full amount hit my card. I have emailed twice via the link from the U-Haul website, asking just for acknowledgement that I had a poor experience and giving them an opportunity to make it right and I have gotten no response at all.Desired Settlement: Partial refund for rental - based on the trouble caused by not having the one I rented available and then spending part of my Saturday dealing with their contractor and their issue about not taking trailers. The issue has been with U-Haul from the start, but they have taken no responsibility for their poor service at all. If no partial refund, just an acknowledgement that they dropped the ball - pretending like they care about customer service.

Business

Response:

August 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul at 4th Ave. Center in [redacted], followed up on the information [redacted] provided. He informed our office he left a message for [redacted]l advising her of a refund for the $50 Reservation Guarantee Fee for the inconvenience she experienced. The refund was issued back to [redacted] account 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,[redacted]Executive AssistantU-Haul International

Review: In moving from [redacted], we used U-Haul's U-Box service to ship our personal items across the country. We dropped our items off for shipping on May 30th, 2014 in [redacted] and were guaranteed arrival in [redacted] on June 26th. Our personal belongings did not arrive until July 4th, 2014, a week after we had moved to [redacted]. Numerous attempts to locate our belongings in that time failed, U-haul was unable to provide any information as to where our box was. We finally acquired our items on the fourth, after having to cancel movers on June 27th. In addition, we filed an arbitration with u-haul asking for a refund, to no avail. The [redacted] site manager, by the name of [redacted], closed our arbitration agreement against our consent. We re-opened the claim with U-haul, and went as far as to send them a formal e-mail in regards to the claim after receiving no word on its status for two weeks. As of July 30th we have still received no word, despite being told multiple times that a Manager would be contacting us expeditiously. This does not count the numerous attempts to resolve the issue with U-haul over the past month.Desired Settlement: We are seeking a full refund from U-haul, or at least more than half, due to continuously being given the run around and forced to call multiple departments including their corporate office, having our arbitration claim tampered with against our will by the site manager, and violating the initial agreement and guarantee of our belongings arrival in [redacted] on the agreed upon date.

Business

Response:

August 5, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted]r and advised him of a refund for $1,208.40 as an adjustment on his move. The refund was issued back to his [redacted] account and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International

Review: We rented a truck on July 29th and picked it up just after 7:15am that morning. In the afternoon, there was a torrential downpour and we were not able to unload our truck. I called the line and told them we would be after 5pm dropping off the truck. At 4:45, we were still not finished, so I called them back and they explained to me how to do an after hours drop off. We followed the instructions exactly and dropped the truck off at 8:30pm on July 29th (same day).However, we were charged for two days, including the insurance and blanket rentals. I have called everyday since last Wednesday, sometimes calling up to 3 times per day and no one has returned my calls. I have been told repeatedly that a manager from that store will be calling us, but no one has returned either a call to me nor our money into our account. This is the worst customer service I have encountered in a long time.Desired Settlement: We would like an immediate refund of our money into our banking account.

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. [redacted] informed our office a refund for $68.95 was issued back to Ms. [redacted]’s [redacted] account ending in [redacted] for the additional day. The refund was issued on August 7th and should have already posted to her credit card.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: My daughter [redacted] rented 2 Uboxes from this Uhaul in May 2014 and the computers were all screwed up and would not take my daughter's credit card. My husband [redacted] used his in order to get the pods because we had already wasted 2 hours waiting for them to correct the problem. My daughter and myself made sure my husband credit card info would not be saved once [redacted] credit card info was put in correctly. Well now the total ineptitude of this facility and the company shows how one person can't seem to fix a simple task of getting [redacted] info in and [redacted] info out. They have [redacted] correct information and have billed her correctly only one time and that was last month. They have billed my husbands card several times illegally because they were to remove that number. If this does not get this terrible establishments attention I will be filing a small claim lawsuit for the maximum amount for all they have put myself and my daughter through. In conclusion every time we call the [redacted] office we get the call center, so no one there can EVER help.Thank you for your time on this issue.[redacted]. [redacted] Product_Or_Service: Service/storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We want them to refund our money and ship our pods to [redacted] for free.

Business

Response:

Thank you for your concern for our customers [redacted] and her daughter, [redacted], whose name is actually on the rental contract.

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He advised our office Ms. [redacted] was contacted and advised the U-Boxes would be delivered to [redacted] on November 8th at no charge.

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 reservations for pick up from the [redacted] location when I arrived the rep. took my info and asked me if it was for 1 day and I explained to her that I was moving out of my house and renting a storage from another one of your locations. She ([redacted]) then asked me if I wanted to drop off the Uhaul at the other location so I asked could I she said yes but did not tell me that I would have pay an additional charge for that service. When I got to the other location to rent the storage at lake mead and simmons the manager told me that I could drop it off their but again I was not aware that I was paying additional fees for that. If [redacted] could have better explained the one way policy to me with additional fee charges I would not had a problem dropping off the Uhaul at the [redacted] location these locations are about 10 minutes away from each other, why would I pay almost 75 dollars for a 10 minute drive. This is unexceptable. I was mislead and misinformed on a 1 way. I have used services from Uhaul before and this is byfar the worst experience Ive ever had. I called the [redacted] location and spoke with a manager assistant and he was not helpful telling me that because I signed a contract that was that was final. I tried to talk to him to let him know that I was unaware of the additional fees and agaian he refused to help me. Ive been giving the total run around about this issue and I'm emotionally distaught. This location does not explain to customers what they are paying for, they are just taking customers money. I want my money back. I was not provided a final reciept for the Uhaul, I was not provided info regarding the 1 way aggreement of the actual cost. when I called the 1800 number requesting a manager the rep refussed to transfer me to a manager so I had to call back. I need some type of resolution

Product_Or_Service: rented uhaul

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated for being misinformed about the 1 way fees. Why on earth would I pay for a 1 way when the 2 locations are 10 minutes away from one another (bizzare. The assistant manager and [redacted] needs to be properly trained to better serve the community

Business

Response:

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] for the difference between what was paid as a one-way rate and what should have been paid as an in-town rental. The refund for $89.95 was issued back to the [redacted] account listed on the rental contract and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Made reservations on October 1, 2014 to pick up a 17' Uhaul Moving Truck and Auto Transport in Leesville, LA...On October 2 they called to confirm reservation and location of pickup of equipment, however the only place they had the equipment was in Texas, I informed them that I would not be driving to Texas to get the equipment due to the fact that it was out of my way and I had put in for a reservation for Leesville, LA. The representative informed me that the next available pickup for my truck and auto transport would be on the following Monday, October 6, 2014 at 8 am. They called on October 5, 2014 to confirm reservation and location, which was for the truck to be picked up in Deridder, LA and the Auto Transport to be picked up in Leesville, LA, which was not a problem. On October 6, 2014 at 8 am, I am sitting in Deridder, LA when the doors opened to get my Truck, picked up the Truck and still had to go and pick up the Auto Transport in Leesville, LA. When I got to Leesville, LA to pick up the auto transport it was not at the location that it was supposed to be, so I had to go on and start loading the truck up in order to get it returned in time to Slidell, LA. At around 5 pm on October 6, 2014 I get a call from Headsouth Uhaul in Leesville, LA saying that my auto transport is ready for pickup, I informed the gentlemen that I had already left with the Uhaul truck and was headed to south LA since the auto transport was not available at the time that it was supposed to be at 9 am on October 6. He advised me to contact the [redacted] number and file a complaint to get the issue resolved. I then contacted the [redacted] number and informed them of the situation, they filed a complaint and notated for a supervisor to call me in regards to the issue at hand. The following day a supervisor contacted me and I explained to her what had happened with the auto transport and that there "mix-up" had cost me $1,000 dollars extra in me having to leave my car and pay an extra months rent for my previous residence and for storage of my car in the agreement that I would return and get my car off of their property. My car had now been on their property for over a month and is being held as collateral until I pay them the storage for my car being on their property. The supervisor issued a $100.00 certificate and told me that would cover my expenses for getting a pickup truck from their facility and a auto transport to go pick up my vehicle and bring it from Leesville, LA to Slidell, LA. This is after the fact that they already owed me two $50.00 reservation guarantees that were broken. Now I am trying to use the certificate to get their pickup truck and auto transport to go get my vehicle and have been getting nothing but the run around in trying to get the equipment. I have contacted the [redacted] number personally and was told that I needed to speak to the General Manager of the Slidell, LA location to get the issue resolved and use my certificate to pay for the expenses in getting the proper equipment. I then went into the store on [redacted] in Slidell,LA and spoke with the General Manager, [redacted]. He informed me that the certificate I was issued was not enough to cover the expenses for me to go and get my vehicle in Leesville, LA and are basically saying that my $100.00 certificate is not good.Desired Settlement: They provide me with a paid round trip to go and get my vehicle from Leesville, LA.

Business

Response:

November 12, 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 Northern Louisiana Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] at length advising her she was issuing her a $100 VIP Certificate to cover the rental of a U-Haul truck and Auto Transport to retrieve her vehicle. Ms. [redacted] said she has not received a call from Ms. [redacted] to make these arrangements but can still be contacted 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: On October 29th I rented 5 'U boxes' from Uhaul. Their website advertises that you pay $99 per box for 1 month and you only pay for what you use. Then when you check out, you have to pay a $268 delivery fee and that is supposed to be it. I called several local uhauls and the main [redacted] number and no one in customer service seems to know much about this service and never stated there would be any additional charges if I booked online. After making the purchase I received a call from a Uhaul branch to tell me there would be another deliver charge involved to move them from my property to the new location. That was never stated anywhere online so I had no choice but to agree. I only had them for 2 weeks and only used 2 of them. When the woman who came to move my uboxes to our new location (7 minutes away), arrived on 11/15, she said she needed my CC info before moving my UBoxes. I made it very clear that I was not authorizing any charges until someone called me and she told me they would. She also reassured me that you only pay for what is used and that I should receive a credit for the 3 unopened boxes. However, on 11/17, I received notice from my bank that a $302.81 transaction from Uhaul was pending. When I called to speak with the manager, [redacted], at that branch , he argued with me about receiving credit for the 3 unused boxes. He said they sat on my property for 2 weeks and I never called to have them picked up therefore they were used. He said I should have called him immediately if I wasn't going to use them and I would have received a credit. How am I supposed to know how many I would use until I finished packing? That doesn't make any sense. I asked him to send me a copy of the contract where it states that and he refused then hung up on me. UHaul.com not only uses false advertising but they lie about all of the additional fees that you will incur. I have now paid $1140.37 for 2 'U Boxes that were used for 2 weeks. I have been lied to and taken advantage of.

Product_Or_Service: U-Haul U-BoxesDesired Settlement: Refund

I want to be refunded for the hidden charge of $300 that U-Haul does not tell you about to have your boxes moved and I also want a refund for the 3 'U-Boxes that were not used as it states on their website.

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Indiana and South Cook County Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund was previously issued by our U-Haul Center for the three U-Boxes on November 17th in the amount of $320.84 back to Ms. [redacted]’s [redacted] account. Ms. [redacted] issued a supplemental refund for $151, which is half of the delivery amount, back to the same [redacted] account. Both refunds 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: We rented a truck and accidentally left two antique bedposts in the back (it was dark and of course there was no lighting in the back). We returned the truck after hours at night, and called first thing in the morning to check to see if the staff had found the bedposts. They stated that they did and that we could come by and pick them up. Five minutes later, I received a call from the general manager stating that the bedposts were taken out to the dumpster and that someone had rummaged around and removed them. Apparently, in five minutes, someone had removed the posts on a snowy morning when their dumpster is out in the back parking lot of the store. Then, I showed up to discuss the issue (after not receiving a call back as requested) and the manager stated that the waste management company had come and removed the trash. After telling him that his story was fishy and did not add up, I told him that I didn't believe him and asked him if company protocol was violated by immediately "throwing away" expensive equipment. He said yes they violated their own rules...deal with them at your own risk.Desired Settlement: I know you know who has the bedposts, so give them back.

Business

Response:

December 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name is on the actual contract.

[redacted], our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Mr. [redacted] provided. She advised our office the items left in the truck were metal bed rails and she was able to reach an amicable agreement. A refund for $100 was issued back to their [redacted] account to replace the rails. The refund should post on their 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 contracted with U-Haul of Woodside in moving my belongings from New York to Washington, D.C. I specifically picked UBox because they offered a guaranteed arrival date. Having arranged with them in June to store and ship my UBox pod in August, I gave them a call a week before the move just to ensure everything was going smoothly. Unfortunately, when I called the local office, they admitted they had forgotten to ship the box when scheduled, and there was nothing they could do to alter it. Because I had planned this all months in advance, including movers in Washington D.C. to pick up the UBox and deliver it to my apartment (the UBox process requires a trailer and for the box to be picked up from a U-Haul storage facility), I ended up having to cancel the original movers and make last-minute arrangements for a different company which cost more. I filed a dispute with U-Haul directly but never heard back. I attempted to follow up several times over the course of several months and was never able to get a response.Desired Settlement: I would like to receive a refund of the shipping charges I paid, since the "guaranteed" arrival date in the moving contract was not fulfilled. The total charge was $788.

Business

Response:

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also relayed she wanted to issue her a refund for $150 as an adjustment. Ms. [redacted] asked that we hold the offer and will call Ms. [redacted] back in a few 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

Consumer

Response:

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

I did inform the representative who spoke with me that I would call her back in a few days, but in the meantime I have been credited back the $150 without my consent. Had this resolution been offered back in August at the time of my complaint to the business, I would have been satisfied - however the five-month lag time has been extraordinarily frustrating. Because the full charge was for $788, and because I have made dutiful efforts to reach UHaul and resolve this with them directly, I respectfully request at least a $300 refund of the charges from UHaul.

Regards,

Business

Response:

December 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn, Queens, Staten Island Regional Office, reviewed the recent comments from Ms. [redacted]. When her office did not hear back from Ms. [redacted] from the previous contact on December 19th, a refund for the offer of $150 was issued on December 23rd. They still have no record of hearing back from Ms. [redacted]. The refund was issued back to her [redacted] Card account and should post on her next credit card statement. Please be advised our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented a UHaul and it was stolen. We filed a police report and notified UHaul right away. We had the UHaul insurance, so we were assured we would not have to pay any money for the stolen truck. Three days later, I realized we had been charged for the amount of our original estimate. I called and alerted them to the problem and they told me it would be refunded. I waited a few days and when it wasn't, I called again. Once again, they assured me the refund would happen soon. 16 days after the truck rental, I went in to UHaul and told them the money still hadn't been refunded. The employee stated his manager was working on the issue and it should be refunded soon. Fourd days later, on a Saturday, $1827.22 was withdrawn from my account by UHaul. I called immediately and spoke with the manager, who told me that another office had processed our paperwork and didn't realize the truck was stolen, even though there were notes in the paperwork detailing this, so we were charged. The manager assured me that they had already reversed the error. A few hours later, my account still reflected the charge. I called again and was told someone would call me back. Someone from the financial department called me and said that the reversal had been processed. I told him it had not shown up in my account and that I had my mortgage payment and other bills being taken out the next day and I was going to get NSF fees. he told me to call my bank and ask them to expedite the reversal to avoid these problems. I told him that my bank does not have weekend assistance and he told me to call the bank first thing Monday morning to try to avoid any fees. I then told him that I was also still owed $207 that they were already supposed to have reimbursed me for. He told me that he would make sure that happened in the next 3 to 4 business days. I am facing serious bank charges, late charges, and damage to my credit history because of UHaul's enormous error. I feel like I have been stolen from three times now, isnted of just once.

Product_Or_Service: UHaul 14' moving truckDesired Settlement: DesiredSettlementID: Refund

I want my original money of $207 returned, as well as my $1827.22. I also want UHaul to pay for any bank charges or late charges that result from their error. I would also like some type of compensation for the undue stress that this has put me through and the gas money for driving to their business and back to try to get this sorted out. I have been victimized three times, now, twice by UHaul and I did everything I was supposed to do. They should have to compensate

Business

Response:

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and confirmed all monies have been refunded and that Ms. [redacted] was not charged any extra fees from her bank.

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 truck from UHaul to move furniture from MD to VA. Friends drove 4 hrs to help me move several pieces of furniture. The UHaul dealer asked for the zip code where I was moving to determine where the truck could be returned. I was given the option of 3 locations. After unloading the furniture, I called the drop off location to get directions and was told the dealer was not operating for business and that I would have to find another location. After numerous calls, transfers and holding, I finally spoke to a rep. She offered to try and find another location for me, but told me it was my fault for choosing the location I did. It took over an hour to locate a center where I could leave the truck. We stopped to refill the gas tank to the mark indicated on my receipt as instructed. When we dropped off the truck, the attendant told me I needed to pay $30 because I did not refill the gas tank. I refused to pay the $30 because the tank has been refilled. He said they did not have room for the truck and were helping me out. Immediately after leaving, I called UHaul and was told my contract was closed and I would have to contact the credit dept on Monday. I called on Monday and was given a reference number for my complaint. She said I would be contacted in 3 days. I was not, so I called them back and was told they would do nothing about my complaints or reimburse me for the use of the vehicle. I had been sent to a closed location, wasted over an hour on the phone, was insulted by their rep, and their attendant at the dealer tried to get money from me that I did not owe, not to mention my friends did not get home until 1am due to the delay. They said they waived the gas charge and extra miles and found a location for me to drop the truck. This is the 2nd bad experience I have had with UHaul. I would think that when you charge someone $149.04 and you offer them such poor service, steps should be taken to remedy the inconvenience.Desired Settlement: The full amount I was charged for the truck rental $149.04.

Business

Response:

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office that it is customary for any U-Haul location to give them choices for drop off locations if there are more than one. He mentioned that "On the dispatch receipt from Bowie, Maryland, it shows a drop off location in Sterling, VA, phone # ###-###-####. There is no way for us to know what location was called as it's not mentioned in Ms. [redacted]’s document. We do know that on February 7th, the drop off location that was assigned contacted the Virginia Regional Office and advised that they would be closing because of a family emergency. There are notes in the file indicating that Ms. [redacted] from our Regional Office spoke with Ms. [redacted] and re-directed her to an alternate drop off which was in close proximity. In addition, Ms. Giddings also tried reaching her via text and phone on the same day to no avail. The general manager at the location where Ms. [redacted] dropped off spoke with her on February 9th and apologized for any misunderstandings when she dropped off and he also assured her that there were no charges for additional mileage or fuel. Mr. [redacted] at our Traffic Office also received a call from Ms. [redacted] and he also assured her that there were no additional charges when she dropped off. In summary, there were no delays in contacting her after she filed the Customer Action File. She mentioned that she spoke with someone who told her that ‘they were not going to do anything about her complaint’. All actions taken by the Virginia office does not indicate such, we do not know who she spoke with. She also mentioned that this is the second bad experience she's had with U-Haul. We could not locate any records of a previous incident."

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.

Yes they did find me another location after I called, was transferred and put on hold. The rep told me it was my fault for choosing the location I chose. During the entire process did UHaul apologize for the location being closed for the difficulty in rerouting me or for the dropped calls during transfer. Yes they did not charge me for extra mileage or fuel. They tried to. How is that valuing a customer? When you send someone to a closed business and then reroute them AND then try to charge them for it. Not to mention they basically called me a liar when I had stopped and refused to the 1/2 full mark as I was instructed. They call that caring for customers. They should feel obligated to make this right if they value their customers. My experience was anything but customer satisfaction oriented. I was sent to a closed facility, no apology for the emergency and delays/trouble rerouting me. No apology for the drop off location trying to gouge me for $30.00 and accusing me of not refueling. Every response to this whole situation was that as a customer I should be grateful that they found a location after I chose the facility closest to me, I should be grateful they waived extra mileage and fuel charges that I dud not even owe. As far as my prior experience that was in 1998. I reserved a moving truck thru there 800 number and on moving day when I went to pick up the truck at the location in Silver Spring, MD I was told that they did not have a truck reserved for me. When I gave them my reservation number I was told that the local dealers serve customers who walk thru their door first. Since someone arrived before me and needed the truck I had reserved they gave it to them. He said if I wanted to guarantee a truck would be available then I needed to reserve directly from the dealer. UHaul is NOT customer driven. They are not concerned at all about the customer experience, they cannot be relied upon for reservations or drop off locations. However you can trust that they will immediately charge you for your rental and when you call 5 minutes later to complain they will say it is too late your contact is closed. When your reservation is not kept, the drop off location is closed and they try to charge you for additional fees they will say it is your fault for chosing the closed location and point out how kind they were to waive fees you did not owe. I will not ever use UHaul products or services again. I will share my experience with everyone I know who is in need of moving supplies or trucks. This is by far one of the worst examples of caring for a customer that I have had in a long time. Their position is too bad you couldn't drop off your truck at the location you chose from those we offered. Too bad it took over an hour of calling us, being transferred, put in hold and dropping your calls before we could assist you. Too bad all of the people helping you move had to sit around and wait while you tried to get assistance from us to return the truck we rented to you. Too bad the drop off location we found wanted you to pay monies you did not owe. Too bad your contract is closed, we have our money. Thanks for renting UHaul. All I can say to the general public is beware. Once you sign on the dotted line UHaul doesn't care about you as a customer, they have their money.

Regards,

Business

Response:

February 23, 2015

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Virginia Regional Office, reviewed Ms. [redacted]’s recent comments. He assured our office there was no malicious intent done by our Traffic office or any local drop off locations. He also acknowledged that it is U-Haul responsibility to find an alternate drop off location, which in fact is what was done. As mentioned previously, the original drop off location had an unexpected family emergency and had to close. Every staff member involved that Mr. [redacted] spoke to at the Regional Office relayed they had no altercations with Ms. [redacted]. Please be assured we wish to make our customer’s moving experience a positive one and are sorry this is not what Ms. [redacted] experienced. Mr. [redacted] advised our office their decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Made a RESV. to rent the smallest truck from U-Haul for Saturday 2/28/15. Oh. By the way I had a milege issue with U-Haul they said I went 73.0 miles, when I know I went less. When I rented their truck, this is my pattern: 1) to my residence [redacted], from [redacted],their location,1.7 miles, Than to bank from my location .7 miles, than to [redacted] in city of [redacted]. 6.6 miles, to dump the load from the truck. Than I returned the truck back to their location from [redacted] which was 5.2 miles. My dispute is that they overcharged me for their services. L.B.

Product_Or_Service: Truck 10'

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Deduct it from the right milege amount. L.B.

Business

Response:

March 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he made two separate attempts to reach Ms. [redacted] but has not received a return call. He would like the opportunity to personally address her concerns in order to reach a resolution. He did mention he found no odometer discrepancies after checking previous rentals and rentals after hers in addition to the return and dispatch tag.

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

Used Uhaul many times to move across Canada and a few times just between close cities and each and every time, Ive come across a problem. The most recent, we used their service called Ubox. First problem we encountered was right a the beginning. When trying to reserve the Ubox I would register all my information then at the very end they would verify that it was a truck or a trailer I was reserving and when they realized it was a Ubox they would transfer me to another person, saying it wasn't their department. Finally after doing this twice I reserved it, only to be told it would have to drive 4 hours away to pick one up because they didn't have one in my city. My mom did a little calling around and found someone that said they have plenty in the city we were looking for and she doesn't know why they would say otherwise.

Next problem, on the day of pick up they couldnt find out reservation because it was, for some reason, reserved the day before and they were going to charge me $50 for their mistake. We finally manage to pick it up after 2 hours of being transferred and on hold. After bring it home, we noticed that this box was not made correctly, they used drywall screws to hold the door hinge on, it was crooked, and the locking mechanisms to secure the door closed, didnt align properly. So my dad had to repair this box before we could even start packing it.

Problem Three: On the expected date of arrival, I called the lady who set it all up to see if it was at our uhaul receiving location, when she informed me they hadnt even sent it out yet. A week later they inform us that our box has arrived and problem four arises.

We tried to call the company and even though we told them at LEAST 3 times that we were picking up an existing order that just arrived, they still managed to load an empty Upod onto our hitch. When we told them they gave us the wrong box they came back about 10 minutes later to tell us they couldn't load our pod onto their (toy) trailer because it was too windy. Now were trying to call the main office to complain and that we had to drive half an hour into the city for no reason and we would like some type of reimbursement and they have so far hung up on us a total of three times, and counting.

Long story short, please do not go with this company. They don't care about customer satisfaction, they've monopolized moving across Canada, they don't need to make us happy. But Ive just recently found a handful of other companies that are willing to move you across Canada, they also offer similar services to the Ubox. They might be a tad more expensive but its worth it. Now I just wasted $1700 on a 7x8 box that you CANNOT insure. I'm not even sure if any of my stuff made the move or if its all broken.

To name a few alternate companies to uhaul

Atlas

Ace

Budget

Allied

Mayflower To name a few. I havent researched all of these to see what services they offer but I think it would be worth your time to avoid ever having to use Uhaul again.

Multiple problems with using the Ubox service. First, reserved a trailer and found out the reservation was never made at my selected store. Had to change it twice more because the system let me book at another location that did NOT have any ubox trailers. Once I dropped off the filled ubox, they sent me an email that indicated it would be 12 business days to complete the shipment across country. That never occurred, and 4 days later they debited my credit card for the charge and told me it would be 24-48 hours before the ubox shipped and the 12 days would start form the credit card, charge date. Plus IO was to get an email when the ubox was put on the trailer. After numerous calls to multiple locations in u-haul, I finally found that the u-box was not loaded for another 8 days and was told that the 12 business days would start at the moment it was loaded. As far as I am concerned all of this is atrocious service, it is misleading, nay, false advertising, and has caused me to incur costs because the shipment will be late from the original promise (I still don't have the ubox at this time and don't really know when it will arrive) and has cost me hours of lost productivity during the day because of this awful service. I have been provided misleading information, the u-haul service has no apparent means to track the location of hte ubox (kind of scary), and now they are avoiding my phone calls. Truly amazing how this is handled. I would not recommend using this service and all I can say is that I probably got what I paid for....

Where do I even begin.

I specifically reserved the 17' truck a week in advance and I was sure everything is going to be ok.

On friday (the day before I'm supposed to go get the truck I'm getting an email stating that I need to pick it up in a different city and in a different time, I ordered the pickup from San Francisco at 7AM and they decided to change it without letting me know to 12:00PM in Concord which is about 40 miles from where I live! So I call U-Haul and they say well yeah we don't have the truck at that location what do you want me to do ?! I was shocked! what do you mean what do I want you to do?!!?!?! If you can't provide something that you said you will and took money for at least have the curtesy to let me know - I WOULD RENT IT SOMEWHERE ELSE!!!

So it's Friday after noon and I can't find any other company in that short notice so I call them again and I told her I'll have to go to that place today to pick it up. The lady on the phone promised me $50 refund and 70 miles free of charge for the burden. LIES LIES LIES - but we'll get to that in a minute.

On my way to Oakland (which is the place she found the truck at after I said I won't drive to Richmond) - when I arrive to the city the other representative from U-Haul calls me and says there's nobody at the "office" and that the staff went to get another truck from somewhere - and that she's sorry but U-Haul should've talked to them before telling me to rush over there on Friday after noon (when I had to leave work early).

This location is in the ghetto (around Oakland coliseum BART station) and the "office" is a trailer in that you have to go through a car wash!

220 AUTO DETAIL CENTER - I should have known better...

The office staff consists of two people, and when U-Haul told me to go to the office I had to wait for an hour and a half till the "staff" returns to the "office" as they went to pick up a truck from some lie. When the lady came back driving a U-Haul for her on private use she had groceries in the truck and I had to wait for them to clear it out.

Also, the blankets they provided we're covered in bird poop!

Furthermore, I got the truck with less than a quarter in the gas tank - how the hell do you do something like that?! I mean there has to be some standard !!!

When I returned the truck it had more gas than what I got it with and they said you can drive it around till it comes back to what it was when you got it (really? what kind of it says something like that?!?!?!)

I never got my $50 back and no 70 miles were added to my order - I was still charged the full amount of money!

This is the worst service I've ever gotten !

Charged me twice for one move. Refused to resolve my issue or hear me out. Was not given my money back.

[redacted] ###-###-#### [redacted] June 17, 2014
To Whom It May Concern:
Last Friday I received a letter from U-Haul on Mendenhall Street in Memphis, TN in reference to my storage bill being charged a late fee of $ 20.00 in addition to the $ 74.95 that is charged each month. I’m like, how can that be when my account is automatically debited each month for the actual cost? I called U-Haul and explained the situation and asked that they drop the late fee due to circumstances I didn’t know at the time. I was instructed that I would have to speak with a manager in order for the late fee to be dropped. I noticed that I missed a call from Dominique at U-Haul, but she didn’t call to talk to me about the call I made to the company. Rather, she was calling to inform me that I was late on my payment. We had already established that.
I’ve called U-Haul several times and was once again instructed that a manager would call me. On 6/16/14 I called U-Haul again and talked with [redacted] in Customer Service. I explained what I thought the problem to be. My bank card expires on 6/30/14 and I’ve been able to use to constantly during this month with no problem. I’ve since activated the new card with the new expiration date. [redacted] told me that she didn’t have the authorization to reverse the late fee, but the manager at the store would be able to do it. Later, I received a call from [redacted] ?, and I explained the situation again. Ms. [redacted] (no last name) stated that she couldn’t and wouldn’t reverse the charges. She alleges that U-Haul ran my card on June 6-14 without it going through. Her attitude was definitely unprofessional and she did not feel up to working with a customer that has been in good-standing since opening up an account with them. After going back and forth with her about what she can and cannot do, I said thank you and good bye!
I then called [redacted]T to see what they can do about the situation since the card really expires on 6/30/14. I talked with somebody sounding like they from INDIA in reference to the situation. She and I went back and forth and I asked her to check and see how many times did U-Haul attempt to run the card and she said three (3) times. [redacted] at U-Haul stated at least 6 times. Ms. [redacted] Lady couldn’t understand me and I definitely couldn’t understand her. I wanted some definitive answers and she wasn’t able to give them to me. After about 30+ minutes, she hung up on me.
What I don’t understand is first, how can someone that doesn’t understand my language help me when I can’t understand hers. Secondly, if my card expires on 6/30/14 and I was able to use it everywhere else, why wasn’t U-Haul able to get paid? Thirdly, I know the powers to be or managers on site at companies have the authority to work with the customers in certain instances without getting attitudes.
What do I want? I want the late fee charge to be reversed and I want someone to call me with some sense and explain how this happened. I can be reached at the above number.
Respectfully,
[redacted] ([redacted]r)