J.R.J. Tara Corporation

So I'm supposed to move tomorrow.. I call UHaul truck company which I had a reservation with over one month ago. I called today and they said they do not have a truck for me. I mentioned that I had made a reservation over one month ago. The lady I spoke with said they can't guarantee a truck even with a reservation that was made one month in advance.

Awful experience! I was given a u haul that had a history of over heating and was allowed to drive it 2000 miles across the US. My 10 year old cat almost died, myself, my husband, mother and 6 year old son are suffering from dehydration because of being broke down in the dessert. Service was supposed to be sent our way and never arrived. I do not recommend anybody use u haul because they were very inconsiderate of what we had to go through and I assure you that I will NEVER rent from them again. 1812$ for a piece of junk truck.

I called a week before I needed to rent a Cargo U-Haul Van from the U-Haul place on Twin City Avenue in Springdale, Arkansas. Debra asked several questions; however, she NEVER asked how long I would need the van. I assumed that perhaps they did not need to know how long the vans were out and did not give it another thought. At 7:35PM the night before I was to pick the van up at 8:00AM the next morning, I received a call from a young man at the U-Haul store telling me I could only have the van for 4 hours. I told him I had already set everything up and needed the van for at least 5 or more hours. He basically said "too bad." I had to change everything at the very last minute and when I called U-Haul Corporate Office to lodge a complaint, I was on hold for over 20 minutes and then was cut-off. This was a terrible and stressful experience and no one at U-Haul seemed to care!

Review: I rented a truck for a move on Thursday, 12/13. I bought a car on Friday 12/14, and realized I would need a car trailer to tow my car the ~250 miles to my new place. On the Uhaul website, it is advertised that to add a trailer to a truck rental costs $59. Because I rented on two separate days, I was charged close to $150 for the trailer rental, which included insurance coverage in case anything happened. This is incredibly frustrating, especially in light of the issues that occurred with the trailer. I have no experience in loading a car onto a trailer, and was assured by the employees at the Uhaul store I rented from that they could help me with no problems. They attached the trailer, and told me to pull my car up to get me ready to load it on. As I started to drive up the ramp, it became clear that the car was bottoming out and scraping along the ramp. I asked the employee helping me what I needed to do, and he told me to back up and take a running start at it, and that the only way to get it on was to force it past the part that was bottoming out. In the process of doing this, the front left cv boot on my car was torn, and grease began to leak out. This was completely due to employee negligence. I would not have driven the car up if I was not directly told to. If the employee had known to position the ramp at higher ground, or to use wood slats to reduce the angle the car was driving at, this never would have happened. Working with another employee, the car was easily loaded, and when it came time to unload there were no issues. I got the cv boot replaced, roughly a $250 fix. So now, for this move, I was forced to pay an extra ~$350 in repair and rental charges over what I rightfully should have. When I contacted Uhaul directly, I got this response: "hi max the price of $59.00 dollers is a price for a combo rate when you rent a truck and trailer at the same time on this rental I show there was just a auto transport rented witch the price on the auto transport alone is $124.00 plus tax I have sent you a email with a voucher thats good at uhaul forany item we sale or rent upto $50.00 on the cv boot we have found no negligences on are part do to uhaul not driveing the car onto the autotransport so at this time we are not going to do a reimbursment for the cv boot if you would like to take further action on this please contact are claims dept at 800 528 7134" This response came after two prior attempts to contact Uhaul, and threatening to contact a lawyer to explore my options. Is this person qualified to be answering my email? Is it a fair assumption that customer service personnel would take the time to at least write in complete sentences? I am extremely displeased with the service I received, the communication after the rental, and the failure to honor commitments to their customers who pay the extra money to protect themselves. I am actively recommending against using Uhaul, and will not be using them in the future.Desired Settlement: I want to be refunded the difference between what I paid for the trailer rental (rental, tax, insurance) and the add-on price for the trailer rental (including tax and insurance). The mechanic who fixed my cv boot verified that the damage was recent, and most likely came from this event. The total cost for the fix, including tax, came out to $288.60. I would additionally like this amount refunded, as a Uhaul employee was clearly at fault in causing this damage.

Business

Response:

January 25, 2013

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

Mr. David Scheafer, our President for the U-Haul Company of Portland, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] after reviewing his rental contracts. Mr. Scheafer offered his apology and advised him of a refund he issued for $79, which was the difference in rates for the auto-transport plus tax. Mr. Scheafer also provided the contact information for RepWest Insurance Company if Mr. [redacted] wished to file a claim for damages.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: This company don,t answer for all problem. I cannot access and talk any manager . Bad billing

Business

Response:

February 1, 2013

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

Ms. Marshell Latson, our Executive Assistant for the U-Haul Company of Fort Lauderdale, followed up on the information Ms. [redacted]provided. She informed our office our GM of our U-Haul Center spoke to Ms. [redacted]and offered his apology for the lack of service we provided.

As we value Ms. [redacted]as a customer, Ms. Latson sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We rented a trailer for a cross country trip and paid the additional fees for insurance through U-Haul. Due to a hard rain during one of the travel days we discovered the trailer had a leak and some of our electronic items were damaged. I called u-haul and discussed the problem, I was told I did not need to unload and capture photos right then but rather to photo the damage at the end of the trip and that would be adequate for the insurance protection. When we unloaded I took pictures of the water damaged boxes (as evidence of the leak) and the electronic items for reimbursement of the items. U-haul denied my claim insisting that they found no leak and the photos of damaged boxes did not prove they were at fault for my items being damaged from water. The leak test they did was clearly not adequate for a trailer being driven 55 mph in hard rain as if it were they would have found the leak. The door was never opened during the rain so there was no other way for the water to have gotten into the trailer to damage and soak so much of the contents, thankfully most of the items were clothes that could be laundered but the electronics were destroyed by the water.Desired Settlement: I would like money for the replacement value of the items that were destroyed. We sent a documentation stating the two items, an I-pod nanno and an I-pad charger that we had to replace out of pocket.

Business

Response:

February 12, 2013

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

Ms. Falisha Lopez, our Executive Assistant for the U-Haul Company of Southern CO, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] as well as followed up with an email requesting documentation for the damaged items for further review. She also included her telephone number if Mrs. [redacted] needed to speak to her.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved a uhaul truck for a move and reserved the truck with a price quoted which included 2 days of use and 125 miles. Upon returning the truck within the 2 day time period, I was informed that the truck should have been returned the previous day. The uhaul representative couldnt take the truck back without receiving payment for the "extra" day so I had no choice but to pay an additional $61.29. I attempted to resolve this issue with Uhaul and was informed that corporate changed the # of days of use but the account was not noted with explanation. I even returned to uhaul website and completed a mock trip to validate the terms of my original reservation. Again the website quoted me a price which included 2 days of use and 125 miles. I explained this to the uhaul representative and even suggested they go to website and to verify my claim. I was referred to corporate office where I explained the situation. After I had to spend over 50 minutes on the phone with several uhaul representatives, I was told someone would call me back within 3 business days to resolve the dispute. The reference number for my claim is #[redacted].Desired Settlement: At a minimum, I want to be reimbursed for the extra money I was charged. The original reservation price was not honored and I was not notified of any changes to the quote I was given when I reserved the truck. The inability for customer service to resolve this claim and the additional time and frustration of trying to resolve this issue is unacceptable.

Business

Response:

February 26, 2013

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

Mr. [redacted], our Area Field Manager for the U-haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the extra day charge back to her Visa account as requested. The credit for $61.29 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: November 29th or so I rented a size 10 Uhaul truck at the location below because I wanted to pick up some items at the Macy Clearance center in Long Island. I brought my friend [redacted] along who drove in order to help assist and therefore he being the one who registered with his drivers license. We pick the U haul truck up at 9 in the morning and we depart on our way to Long Island. Everything was fine at first until gary pointed out while driving that the engine felt weird. I asked him what he thought was weird but he said he didnt know that maybe it was because he had never driven a U haul truck before but at that time everything else was going well so we didnt seem to have a problem. Now we get there get the items we came to get, load them into the truck and head back on our way. Getting there other then the little concern we had while we are on the highway was not the problem but coming back as we were soon to find out was. We literally drove not more then 2 blocks from our arrived destination turning into the turnpike that was next to the mobil gas station off of 3 jericho road when the horror started; the car seizes. Initially as he started to turn into the turnpike I was wondering why it was slowing down and I even thought it was him, only for him to tell me that he doesnt know what was going on. He has a 2 yr experience as a car technician so the first thing he does when this happens is check the battery to see if that was the problem which it wasnt. Checks to see if the gas tank may have been empty which it wasn't. Opens the hood of the car to check to see if there were any mechanical problems that we didn't know about and he didnt happen to see anything so the conclusion we came up with was that it may have been some disruption in the fuel pump. We tried to cut the car back on with SEVERAL of times only for it to make noise without the engine turning over. Frustrated as I was I called the Uhaul representative Laurey on roadside assistance to let her know of the situation. She cooperates just fine with me and immediately tries to help. After speaking to her at least 3 times she tells me she finally got in touch with a tow truck driver and that he would be there in about 45 minutes to an hour ... Still frustrated I asked if anything can be done any sooner and she says thats the best that they can do. Fine I wait in the car scared only of the thought that if I wasnt in it might roll off that turnpike hitting passengers cars on its way down unto jericho road and we didn't want that to happen. So we wait from when the situation came about at 1143am or so right into around 1 with a few calls in between with laurey only for her to then tell us that there was a miscommunication with the driver and that it might take another hour and a half before he gets there now .... Understandably I get even more angry now because my friend has work that day and we should have returned the trucks and been home by now; still I maintain patience and say ok. The driver calls us and first of all, he doesnt even know where were at. Second, after having to tell him that we were by the mobil station next to a turnpike on jericho road which we had already told roadside assistance, he then continues to ask us what other landmarks are there. Angrily we tell him Starbucks. Fine he hangs up the phone and we continue to wait on top of a turnpike. At around 230 or so we finally get a call from the driver telling us that he is here. We meet him only for him to come to the scene and tell us that he can't go on that turnpike since it was franchised or that commecial vehicles weren't allowed and the only thing you can do is call another truck which will charge you $125 out of your pocket to move the Uhaul truck or push it down that turnpike/hill unto jericho rd where from there he can finally pick it up. Thinking about the fact that we didn't have any more money and we didn't want to be stranded here again until night we started pushing the car down the hill. [redacted] was navigating the wheel with one foot was out the vehicle and another on the brake while I was in the front of the car pushing. We go to the guy again and said that you can hinge the back of the truck to your pickup and clear it easily within a few seconds but he refuses which makes us go back and continue to push. We get about 50 feet down seeming to make progress when the near tragic happens. We close in unto jericho rd risking our lives pushing down the hill where SUVS, cars and even construction trucks are coming up that turnpike until we hit a bump that with sheer force we were able to push it over, or so we thought, until the trucked leaned back halted and then heaved forward and then back again and in the process of this me feeling like my arm came out the socket in the process accompanying a sharp pain. From there I let go only to see my best friend struggling to hold up a truck going down a turnpike in the midst of cars fighting for his life to steer the truck back into control with nothing I could do. His left leg that was out the truck must have been ruptured in the process of the truck sliding down almost all the way into jericho road because he yelped as he tried to kick the very stiff brakes of a truck that was off. As I braced myself for the disaster to unfold due to the ongoing traffic at the bottom of that turnpike and my friend who was still stuck in that car miraculously, he was barely able to get ahold of the brakes with the combination of hitting another sidewalk that was engraved into the turnpike slowing the truck down which not only saved the truck but the catastrophe that would have proceeded with tons of cars had the truck rolled into heavy traffic below. I immediately after the incident check whether to see if he was ok and he literally looked tramautized kind of like he thought that was going to be it. We for a few minutes tried to maintain composure and eventually after puting the trucDesired Settlement: $12,000 that will be needed especially when I tried to talk things amicably with one of the head guys by the name Jim who refuses to answer my calls because he knows there in the wrong for what they did and also for physical therapy since my shoulder till this day has lingering pain that needs to be checked out. Last but not least the compensation I feel I should get for the whole experience described above.

Business

Response:

March 12, 2013

Thank you for your concern for our customer Mr. [redacted] and Mr. Gary Wright-Leslie, whose name actually appears on the rental agreement.

Ms. [redacted], our GM of our U-Haul Moving and Storage of Parkslope, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] the first week of December 2012 and offered her apology for the problems he incurred during his rental. She explained we would never recommend or advise our customer to push the U-Haul truck. The tow truck that arrived could not go on the highway and that was why he was told an authorized highway tow truck would need to tow him off the highway and U-Haul would reimburse for the expense. Mr. [redacted] did want to front the expense, therefore, he chose to push the truck off the highway himself. Ms. [redacted] apologized again and advised him she would issue a refund for the full amount of the rental. She also offered the telephone number for RepWest Insurance Company if he wished to file a claim for the medical issue he states he endured. A credit for the rental in the amount of $125.76 was issued back to his Visa account on December 3rd and should have already posted to his credit card account.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9452507, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I am not satisfied due to the fact that when filing the BI claim no one even responded to it and I still feel I was not properly compensated based on all the facts previously stated and will not let it up until I am so.

Business

Response:

March 26, 2013

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

Ms. Shawn Richardson, our Executive Assistant for the U-Haul Company of Brooklyn, reviewed the information Mr. [redacted] provided. She reiterated that a full refund was issued for the rental and as far as a resolution for the medical claim, they need to keep in contact with RepWest Insurance Company.

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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: Picked up a Car Dolly in the snow, the attendent did not check for damage, and I was unable to due to the 5 inches of snow on the dolly, Loaded up my vehicle and hauled it to Bakersfield ca. When returning the dolly they informed me they were going to charge me for damage I did not cause, They stated I had to dispute the charge from the location I picked up the Dolly. I stopped by Tuesady at the location and inquired how to dispute the charge, I was informed I needed to talk the the manager Jason Mooney and he would be in Wed. I stopped by again on Wed around 1:30pm and was informed he was gone for the day and was told to give him a call on his cell phone, I called with no answer and I left all my return information. I stopped by again Thursday afternoon and informed again he was not present, I called on his office phone on Friday and was told again he was not avalable. Can not dispute the charge if the manager does not return phone calls.Desired Settlement: Do not chrge me for damage that were not caused by me.

Business

Response:

March 21, 2013

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

Mr. Callen Duy, a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] an email offering his apology for the incident he experienced and relayed he removed the damage fee that was sent for collection in the interest of customer good faith. As we value Mr. [redacted] as a customer, Mr. Duy also sent him a $20 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

At this time UHaul has returned my E-mail I sent to their corporate office and have removed the charges. I am completely satisfied on the resolution from Uhaul and I appreciate your help in this matter. Sincerely [redacted]

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

Regards,

Review: I picked up a Uhaul truck on Atlantic Blvd, Neptune Beach, FL and was specifically instructed, upon returning the truck in Michigan to fill the gas tank according to the diagram as part of the uhaul paperwork/contract. I filled the recommended gallons on the diagram and it OVER FILLED the tank by 8-9 gallons at nearly $4.00 per gallon of gas, approximately $32.00 I calculate. I believe this diagram is inaccurate and is a scam to get thousands of extra gallons in their trucks each day with all of the returns.

They have a disclaimer that they are not responsible for over fills... this makes sense and is honorable if it is MY OVER FILL, but this was UHAUL's OVER FILL. I followed their instruction and they are responsible for this OVER FILL and should refund my money AND review their gas gauge diagram they give to consumers!

I have the receipt for the gas and the diagrams. Aslo, the woman at the Michigan Uhaul marked the gas gauge 1/8 less than what was actually in the tank upon return.

I returned it with 3/4 of a tank and the diagram showed the gas I put in should only have raised it to slightly over 1/2 a tank.Desired Settlement: Refund, and review of their current instructions given to TRUSTING consumers to fill according to the gas gauge diagram.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and addressed her concerns as well as offered his apology for the inconvenience she experienced. In the interest of customer good faith, he issued Ms. [redacted]a refund for $32.00.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After completing an online reservation (#[redacted]), my agreed pick-up location was changed. This change in pick up location prevented me from arriving in time. After having to make 4 phone calls and having to speak with 8 representatives, I learned that the original requested pick up location was changed so that my requested trailer could be saved for a potential "one-way" rental. Upon this discovery, it was agreed that I could rent it. However, the delay caused by my having to make so many calls prohibited my arrival to the preferred location. The end result was that I had to rearrange my schedule to pick up a trailer at a third location and pay double for the same rental. If U-HAUL had simply kept its promise given in my original reservation, then I would have not had to spend one hour to correct the problem, and an additional $30 rental fee. One of the representatives that I spoke to advised me that there was no person that I could file a formal complaint with (no manager, supervisor, etc). It seems that U-Haul is taking commitment reservations from customers, yet determining "behind closed doors" what reservations it wants to accept.Desired Settlement: I feel that U-Haul should return my monies for failure to meet it original commitment, which caused much difficulty.

Business

Response:

June 6, 2013

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

[redacted], our Executive Assistant for the U-Haul Company of Louisville, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and was able to reach an amicable resolution. A refund in the amount of $44.60 was issued back to his Master Card account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Bought uhaul boxes that are stamped 100% guaranteed buy back with receipt. This business Spragues L and L Thriftrefused to honor the guarantee. I was told I needed to return the boxes to the Redding Store, which is 40 minutes away.They are advertising on the boxes this is guaranteed and it is not there at this store.

Product_Or_Service: uhaul boxesDesired Settlement: DesiredSettlementID: Refund

I want my money back for the boxes that should be returned in full.

Business

Response:

May 1, 2013

Revdex.com ID# [redacted]

U-Haul Ref# 382689

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

Ms. Christina Van Den Dungen Bille, our Executive Assistant for the U-Haul Company of Northwest CA, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and explained that our independent dealers are not obligated to honor the 100% box buy back policy, however, her office will refund her for the unused boxes.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 9522389, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Uhaul needs to remove the 100% guaranteeing buy back policy from its boxes because your representatives are not telling customers the facts. It is false advertising and I felt victimized by the company representing uhaul.

Regards,

Review: Staff at this U-haul location incorrectly installed a trailer hitch on my newly purchased 2013 [redacted] XC60 vehicle (had less than 3,000 miles on it at time of installation). There was a bolt missing on the driver's side and a bolt that was left unsecured and not through the hole it was intended to go through on the passenger side of the vehicle. They cut out parts of the heat shield on both sides of the vehicle, which was not to be cut, but rather sandwiched between the vehicle and the hitch, resulting in lack of protection to my vehicle, as well as causing a loud vibrating noise when driving. They incorrectly cut into the rear wiring to attach the plug for the trailer lights ([redacted] has a plug installed especially for a hitch installation that is separate from tail light and computer monitoring). By cutting into the rear wiring, the computer sensors have been compromised causing sensors to malfunction.

During the initial installation they had a young man who had never installed a hitch on a [redacted] before doing the installation on my vehicle. Four and a half hours into the installation the young man came to me and told me that he did not know how to attach the wires and that he had not installed a hitch on a [redacted] before. I told him that he should have told me this before he ever started and I would not have had him work on my brand new vehicle. I had to bring the vehicle back the next day to have the work finished by another technician, which I was told was an expert. However, this was evidently not true either.

The first time I returned to tell them about the noise, a technician rode with me and acknowledged the noise and tightened the bolts, but did not fix the missing one or the one that was not through the hole properly. After this was done, the noise was still there. I told him that I was going to take the vehicle to the [redacted] dealership and if they determined that the noise was due to faulty hitch installation that I would expect U-haul to pay to have my vehicle fixed.

I went to [redacted] and the Service department inspected the vehicle and did in fact find that the hitch was improperly installed, heat shield cut and wiring damaged, as well as damage to the bumper. They told me that I should not pull anything with this hitch as it would be unsafe due to the faulty installation. I had them prepare a quote for what it would cost to repair my vehicle and itemize the damages. The damage quote was just over $2,000. I took this to the U-haul dealership. The manager, Troy, called his corporate office and at first they said just to remove the hitch and give me my money back to make me happy, but were not willing to repair the damage that was done to my vehicle. So I told them I did not want them to touch my car again. They told me that I would have to file a claim with their Insurance, Rep West Ins., so I called the number they gave me and they said a representative would call me within 2 days.

A Representative,[redacted] did call me back, but I missed the call. So I immediately returned the call only to get a answering machine. Several days later, Mr. [redacted] finally called me back. We discussed the problem and he asked me to send him pictures of the damage and that he would investigate the claim and get back with me. After more than 2 weeks went by, I tried to get in touch with Mr. [redacted] again, only never to get anything but an answering machine. I left messages for him to call me with the status of my claim. He finally called me, but I missed the call and he left me a message that my claim was denied. He said that he spoke with the staff at U-haul and that they said they installed it correctly, so my claim was being denied and that the determination letter was mailed on 6/6/13. I have called several times since, but my calls have not been returned. The Insurance Company never sent anyone to look at my vehicle and never contacted the [redacted] Dealership to discuss what they found.

The Service supervisor at the [redacted] dealership called the Insurance representative today 6/7/13 and left a message for him to call him so he can explain the damage that was done by U-haul staff.Desired Settlement: I want the U-haul Corporation to cut me a check for the total cost of repairs to my vehicle per the quote form [redacted], which would bring my vehicle back up to it's proper safety requirements.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].We contacted RepWest Insurance Company regarding Ms. [redacted]’s concerns and was informed that both the hitch and wiring harness were installed correctly. Her claim has been denied. If Ms. [redacted] wishes to speak to her adjuster, she can contact [redacted] with RepWest Insurance Company at [redacted], ext.[redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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.I was contacted by Rep West Insurance Claims Adjuster [redacted] and submitted again, photo evidence of the work that was not done correctly. I am still waiting for another response from them. I am attaching some of the photos that I have showing some of the damage. I have more but the program would not allow me to attach any more than four.The Claims Adjuster told me that the burden of proof is on me to prove it was done incorrectly as his investigation only included talking to the manager at the U-haul facility that did the work and being told by him that it was done correctly. He nor anyone from the insurance company looked at my vehicle or talked to the [redacted] dealership that confirmed that the work was not done correctly.I feel it is difficult to argue with the photo evidence I have provided and I want my vehicle fixed. The u-haul executives should care more about the quality of the work done by their establishments and take care of their customers.This is not happening with me. U-haul should direct Rep West to cover this claim and fix my vehicle.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He informed our office he had Ms. [redacted]’s file reopened and authorized a refund for just over $1700 for repairs.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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I made a confirmed reservation at a location in [redacted] for a Trailer rental on 7/5/13, 7AM. It was confirmed, later Uhaul changed the location of the rental to a location 30 minutes north of here and changed the reservation time to 8AM (From 7AM). The Uhaul $50 guarantee says that if a confirmed reservation is changed (Location, Time or equipment) that they will give $50 in liquidated damages. In another spot on the website it just says "$50"... but both clearly state $50 (Fifty dollars). Yet when I called corporate headquarters they put me on hold for approx 20 minutes, then finally came back and said they were emailing me a voucher for $50 off my next rental!! Well I'm not moving anytime soon. I rented the trailer to move my daugter out of her college house. This is pure and blantant misrepresentation of a guarantee. The Guarentee says I will get Fifty dollars. I spent alot more then fifty dollars alone, driving 30 minutes x 4= 2 hrs, since I had one round trip to pickup the trailer, then another round trip to drop off.When I complained to the person at Uhaul, they simply said a $50 voucher is the same thing... I said no its not, its fraud.Desired Settlement: $50 cash refund. And for Uhaul to either change their guarentee that is clearly listed in their website to $50 Coupon off future rental... OR simply do what the guarentee says, give $50 (Fifty dollars) refund when Location, time or equipment is changed.If this is wide spread this is a Class action lawsuit waiting to happen!

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee that she issued back to his [redacted] account. The credit 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

Consumer

Response:

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

Regards,

Review: I had reserved my uhaul online on 7/4/13 to plan for my move on 7/13/13 from 12pm-6pm. I reserved the 17 foot uhaul from a location near my home. On 7/12/13 at approximately 2:13pm I received a call from the uhaul location stating that I could not rent the uhaul at 12pm and keep it until 6pm because someone else needed the truck. I was upset but the man on the phone gave me no other options. I called my movers and asked them would it be possible to change the time. They declined so I went on the uhaul website. It states that your reservation is guaranteed or the refund you $50. So I called the 800 number to uhaul and after speaking with several people they agreed to refund the $50 to my card. They also reserved a 14 foot uhaul from me from 12pm-6pm at a different location. I had to take that reservation because I had already scheduled my movers. On the day of the move everything went fine except for the fact that we had to make more trips. When I went to return my uhaul the man tried to over charge me. Then when I called uhaul because I hadn't received my $50 refund they stated that someone would contact me in a couple of days. It has been almost 2 weeks and I have heard from no one. This company has very poor customer service and I refuse to deal with them again.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my $50 refund for rescheduling my reservation. I would also like the $53 that I paid to rent the uhaul because this situation was extremely frustrating. It is already difficult to move a family but dealing with a corrupt trucking company does not make things any better.

Business

Response:

August 1, 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 Company of Baltimore, followed up on the information Mr. [redacted] provided. She informed our office she confirmed with Mrs. [redacted] that they had not yet received the check for $50, therefore, Ms. Powell issued another one. Mr. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

[redacted] Sr.

Review: ON 06/29/13 I RENTED A UHAUL TRUCK FROM PLEASANTVILLE OHIO TO CHILLICOTHE OHIO. AT THE TIME OF THE PURCHASE I WAS TOLD I WOULD RECEIVE A REFUND OF 100.00. WHEN I GOT THE TRUCK, LOADED IT AND MOVED TO CHILLICOTHE, I HAD 24 HOURS TO RETURN THE TRUCK. BEFORE MY TRUCK WAS DUE TO BE RETURNED I WAS CALLED SEVERAL TIMES BY UHAUL REQUESTING I RETURN THE TRUCK SOONER AS THEY HAD ALREADY PROMISED IT OUT TO SOMEONE ELSE. ( THIS TO ME IS RUDE ) I RETURNED THE TRUCK, DIDN'T GET MY DEPOSIT BACK AS I WAS THEN TOLD IT WOULD BE MAILED TO ME. ONE WEEK LATER, DUE TO A DOMESTIC VIOLENCE SITUATION, I AGAIN HAD TO RENT A UHUAL TRUCK TO MOVE. I CONTACT UHAUL ON SEVERAL OCCASSION AND SPOKE TO SEVERAL CSR'S WHO TOOK MY INFO SO THAT THE REFUND CHECK WOULD BE MAILED TO MY NOW CURRENT ADDRESS. I WAS TOLD IT WOULD TAKE THREE WEEKS TO MAKE SURE THE FIRST DEPOSIT CHECK WASN'T CASHED. AFTER THE LAST CSR I SPOKE WITH A MAN NAMED [redacted] WITH UHAUL CALLED AND LEFT A MESSAGE ON MY VM AND STATED THAT I WOULD HAVE TO WAIT THREE WEEKS TO MAKE SURE THE FIRST CHECK WASN'T CASHED AND TOLD ME TO PUT A CHANGE OF ADDRESS IN ( BUT UNFORTUNANTLEY THAT WOULDN'T HELP ME AS THE CHECK HAD ALREADY BEEN MAILED AND DELIVERED TO MY PRIOR ADDRESS ) HE TOLD ME TO CALL HIM WITH MY NEW ADDRESS ( WHICH I HAD ALREADY GIVEN TO THE CSR'S ) REGARDLESS, I HAVE TRIED FOR SEVERAL WEEKS TO CONTACT [redacted] WITH NO AVAIL. THE PHONE JUST RINGS AND NO ONE EVER ANSWERS IT AND IT DOESN'T LET ME LEAVE A MESSAGE! I JUST WANT MY DEPOSIT BACK! I FEEL THAT UHAUL HAS BEEN VERY UNPROFESSIONAL IN MY SITUATION. AS WITH BOTH MY EXPERIENCES WITH UHAUL, I HAVE BEEN TOLD INCORRECT INFORMATION, CHARGED MORE THAT I SHOULD OF, DROP OFF LOCATIONS THAT WERE GIVEN TO ME WERE INCORRECT, OVER CHARGED FOR A DOLLY ECT.Desired Settlement: I JUST WANT MY REFUND OF 100.00 WHICH IS WHAT I PUT DOWN AS A DEPOSIT FOR THE TRUCK! I BROUGHT THE TRUCKS BACK CLEANED WITH MORE GAS THAN WHAT IT WAS GIVEN TO ME WITH.. I HELD UP MY END, I EXPECT UHAUL TO DO THE SAME!

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email advising her a new check had been issued to her [redacted] address in [redacted]. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This all started with my renting a truck from U-Haul on Friday April 11th. Although there were many problems with my entire experience I chose the issue that started everything. For the second time in 4 months I rented a truck from this U-Haul location and for the second time in four months there was serious issues with the vehicle. There were multitdes of performance and repair issues with the vehicle but the one that I am filing this complaint over is that the truck "sputtered" and slowed on the highway, which scared me quite a bit, and came to a full stop in the middle of an extremely busy intersection.

When I got to the U-Haul location the staff, [redacted], [redacted] and [redacted] could see that I was shaken and that the truck was not behaving normally. [redacted] said that she could not do anything because she was not the manager but she would make sure that I would not be charged for the rental. The rental was put on hold and I was told that they would call me.

On Monday [redacted], the manager of the store called me and asked me to explain the situation to him. I explained exactly what happened, to which his first reply was why didn't you call roadside assistance. I explained I was less than 4 miles from the location when all of this happend and did not want to wait hours for the roadside assistance. His next response was to essentailly call me a liar and bad customer by stating over and over how everytime I rented a truck from them that I filed a complaint, which is not true. I have filed complaints on the last two trucks but that is because they were very poorly maintained. He said that he could get the truck looked at and call me back. 10 minutes later I saw my credit card was charged. I called back and he said he had to close the account but after he looked at the truck everything would be resolved, this was on Monday April 14th. He also said it would only take a day or two to look at the truck.

After he had not called me by Thursday the 17th I called back and left a message for him. He didn't call back so I left another message on Friday the 18th. When he didn't call back I went to the location to talk to him. He kept me waiting for over 20 minutes while he worked on another truck that had a problem. I got sick of waiting and left. I called the 1-800 number and got some lady that didn't want to help me because she was leaving in a few minutes. After explaining my story to her she said she couldn't help me and finally I got the corporate number. After explaining my story for what seemed like the 100th time the corporate people said they would have a manager contact me within 24 hours. No manager contacted me.

[redacted] calls me today and tells me that there is nothing wrong with the truck so he can't help me. He says that the truck was on empty and that is why it was sputtering. When I drove the truck into the parking lot it clearly had 1/4 tank of gas. The employees could hear how bad the truck sounded so they didn't check anything and had me turn the truck off. He is esentially saying that since I have no proof of what happened he is going to charge me the full amount of the rental.

So esentially I was given a poor product, lied to when I was told I would not get charged for it, esentially called a liar. Also [redacted] said he has rented the truck out 4 times since I brought it back. If that is the case why couldn't he take 1 minute to call me and tell me the resolution of my situation.

I have had an extremely dissattisfying experience.Desired Settlement: I would like a full refund of my money for this rental as well as an apology letter from [redacted] the store manage for how he has treated me. In addition the mechanic, [redacted], should stop chewing tobacco inside of the store while serving customers. He was spitting into a garbage can right in front of me and it was disgusting and non sanitary.

Business

Response:

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

[redacted], our President for our Connecticut regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] for $100 as an adjustment on his rental. The refund should post on his next Master Card credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not find this resolution to be satisfactory but this is all U-Haul is willing to do. Pete called me directly before he responded to the Revdex.com. Also he is not refunding me $100 like the response says. He is refunding me $50 and the other $50 is from a voucher that I already had. Once this refund is issued I'll consider the case closed but I will most likely never rent from U-Haul again and since they consider me such a poor customer I suppose they will be happy to see me go.

Regards,

Review: I was overcharged. I ordered a U-haul truck rental online for Thursday April 24, 2014. It was 4 hours for $37.95. When I picked up the truck, what I signed for was $52.40. When I brought the truck back, the bill a different man had me sign was $108. I asked him why it went up so much he said because you had added expenses. I don't know why because I had the truck only 3 hours and only drove it 35 miles. So I thought well I will check this when I get home as I was out of town moving my son from one apartment to another. When I got home I went online to look at my charges on my credit card. There were 2 a $52.00 and a $108. So I got out my receipt and the man who was working had changed my $37.95 rental to an all day $75.00 rental and had charged me for the 29 miles I drove the truck for a total of $108. I called the Uhaul store and the manager was suppose to have called me to settle this and she has not. I believe she is avoiding me and thinks I will forget about it instead of them reimbursing me the $108.

Product_Or_Service: Rental Pickup truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $108 charge taken off my credit card.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Refunds totaling $55.32 were issued back to Ms. [redacted] Master Card account and should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $40 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

Consumer

Response:

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

Regards,

[redacted]. [redacted]

Review: On 6/17/2013 I took my car to have a hitch and wiring done for towing. I used it once last summer for a camping trip. This past March I went to use it again and the wire hook up was not working. I took it to U-haul to see what the problem was. They said it need replaced and that I would have to pay for it. I only used it once and it was done only nine months before. After some arguing with them they agreed to replaced it for free but next time I would have to pay for it. I had it replaced on 4/12/2014. Now only 2 months later it is not working again. I called the main company for U-Haul on Monday, June 16, 2014. They said they would get back to me but they still have yet to do so. I am suppose to leave on a camping trip next week and as of now I can not use my camper. When I pay hundreds of dollars for something I expect the product to be quality work and I expect it to last longer than a few months and/or one use.Desired Settlement: I want this to be replaced, for free. I also want it to be a quality product with quality work so I do not have to keep going back every few months or everytime I want to tow my camper.

Business

Response:

June 24, 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 Pittsburgh regional office, followed up on the information Ms. [redacted] provided. He informed our office a different type of harness will be installed for Ms. [redacted] at a different U-Haul location at no charge. He also relayed that he issued Ms. [redacted] a $50 VIP Certificate to cover the cost of warranty and any incidentals.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. U-Haul has followed through with what they said they would do in thier response. I was satisfied with how U-haul responded to my complaint. They did install a new harness and I am hoping that it will resolve the issue that I have been having with the harness. Thank you.

Regards,

Review: I had made a reservation online for the day I needed to move and when I made reservation online there was a guarantee which stated: "$50 reservation guaranteeWhen 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."On the day of the move however I was told the location was a totally different location than what I chose online and when I brought up their guarantee I was told that because they gave me a second location (which was on the way opposite side of the city) they do not have to honor their guarantee. I am very disappointed in U haul and I do not want to do business with them again.Desired Settlement: I think they should honor their guarantee and compensate me for my troubles on the day I had to move.

Business

Response:

July 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello [redacted] I apologize for the confusion you received from one of my representatives. I will honor the reservation guarantee as it appears it was not explained properly to you.. Thank You, [redacted] Marketing Company President

The refund for $50 was issued by check and Ms. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,