J.R.J. Tara Corporation

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....

Review: I contacted the Uhual on Thursday 3/6/2014 and spoke with the manager at [redacted] ([redacted]) and explain to him that that truck has been impounded and I would need some assistance with retreiveing it or possible they can retreive it. I had my entire household items in there as well as my personal items. He mentioned that he would need to contact the regional office in order to take action, however the next morning he contact the regional office and explain that they are working on it. I ask who is working on it, he stated [redacted] in the regional office and I should be able to retireve it today. I didn't receive a response therefore I called back around 3pm and he stated that he did not have any information. I explain the urgency to him therefore he reached out again to contact the regional office. I still didn't hear anything back. Once I was able to reach him around 5pm before he left for the day, he provided me the regional office number. therefore I decided to contact her myself. Once I called I spoke with [redacted] and she indicated that they was informed of the situation and they are working on it, and is trying to make arrangements with the pound for me to retreive it instead of them, however she will not be able to assist me today, however Monday she will have all the paperwork to pick up the truck.

I called Monday morning and they still indicated that they are working it again I expained the urgency and if I can retreive my wallet and personal items, she stated not until they complete the paper work. I waited most of the day and called the regional office back and they still did not have a response nor was I able to speak with [redacted] again. I called again on TUesday and explain the situation again to the person who answer the phone and she said yest they are working on it. I explained to her again , my personal items like my wallet and medication is inside the truck and I would need it immediately, they stated they are working ont it.Desired Settlement: I would like to obtain my personal items located in the truck such as my wallet, medication and merchandise and Compensation for storage fees that is buidling up will become to much for me to pay. I would like compensation for the truck, storage fees andto retreive my personal items from the truck.

Business

Response:

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

[redacted], our Executive Assistant for our Northern NJ regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] paid $481 towards impound fees and $200 towards late fees. She also stated Ms. [redacted] was able to obtain her belongings.

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 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: 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: When I first arrived at U-Haul I found Damon Montgomery running around the parking lot like a mad man trying to quickly wash and move some of the rental trucks. He walks over and says,"We'll be open soon" it was 6:56am when he said this. Despite having 4 minutes on the clock he literally jumps into one of the rental trucks and speeds off as if he's trying to get away from the cops and flys down the road. I have no idea why or where he went, but as a result of this he opened up late, leaving myself, fiance and 5 other customers confused, cold, and waiting to go inside of the building. When he finally returns he doesn't even apologize. He did not do an inspection or walk through of the rental truck he gave us, it was very dirty inside and out and even had the big cardboard sign in the window still. We were on a tight time schedule for moving that day, so his tardiness already put us behind, then we get all the way to our apartment and find out that Damon failed to give us the key to unlock the back of the truck. So we had to drive back to U-Haul and we were then stuck in Traffic. When we got there we had to wait in line behind 3 customers, wasting more time, when our turn came we got the key and had to drive back to our apartment in traffic again, this literally put us behind 2 hours. As a result of being so behind the truck was returned later that evening at 7:00pm, had that not happened it would have been returned at the proper time 4:30-5:00pm. Myself and 5 other adults made sure that the inside of the back of the rental truck was clean and completely empty with an exception of the attached dolly and padding that we did not use. I was told on November 19th that my final price was $65.00. My card was charged $85.00 on November 17th but I received a $20.64 credit on November 20th for the issues I had, which confirms again the final price of $65.00. On December 5th my card was charged for a 2nd time without my permission and knowledge.I gave my old and new address, 2 contact numbers and email to

Product_Or_Service: 17' Rental U-Haul Truck

Order_Number: Serial # [redacted]

Account_Number: Contract # [redacted]Desired Settlement: DesiredSettlementID: Refund

I want %64.45 refunded to my card. Continued complaint from above: Damon Montgomery(manager)but he did not notify me of any extra charges or ask my permission before using/charging my card for a 2nd time. Any additional charges should have been charged to the card no later than November 20th, not over 2 weeks later after the truck was returned, a credit was given, and a final price was given. I was told the truck was dirty and that objects were inside, this is comple

Business

Response:

December 13, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Irene Bell, Senior

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

information Mr. [redacted] provided. She informed our office that $85.00

was the charge to Mr. [redacted]' Visa account for the estimated charges.

$20.64 was credited to his account when he had to bring the truck

back because the lock on the back of the truck had not been removed.

A supplemental credit for $45.00 has been issued to cover the $15

cleaning fee and $30 Processing Fee. The credit should post on Mr.

[redacted]' next Visa 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,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I rented a storage unit at this U-Haul #[redacted]. I am complainting about the damage to my property, personal items, furniture, with dust, rocks, dirt & debris. I became very ill when I went to check on my storage. I had to go to the doctor, my doctor said that "the dust, dirt & debris got into my lungs". My doctor put me on antibiotics and put me on bed rest causing me to lose time off from work. I also believe that my was hacked as well. I purchased boxes to put my clothing. That box was torn open and my clothes were alot full with dust, dirt & debris. My tools were scattered around, I am a neat person. But every time I went to pay and check on my unit, thing were moved around.

U-Haul moved me to another storage unit "from #[redacted] to #[redacted]. My son came to town to move my personal items furniture. I notice that my lamps were damage, heater cord chewed by rotton, and appond moving to storage unit #[redacted], the smell of a "dead rotten" we had to inhale. This storage unit also seem to be tampered with. Things in this unit seem to be moved around as well, and not the way they were placed in this storage unit, I do remember my shredder by the door, now it's gone, or misplaced. But I can say for a fact that my shredder was placed right exactly by the door and my son can also verify to this. I respect U-Haul and used them in the past. But I need to move my things to anothe storage unit and also really see what's missing. My personal information was in this storage unit & "my shredder".Desired Settlement: When I rented this storage unit #[redacted] the manager ask me what do I estimate my valuables, property & items at? $5000.00 plus insurance I paid every month...

Business

Response:

October 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She advised our office Ms. [redacted]rsquo;s claim was investigated by [redacted] Company and they concluded there was no fault on the part of U-Haul, therefore her claim was denied. If she chooses to pursue the claim, she will need to contact her adjuster with [redacted] Company.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I recently rented a uhaul to move my belongings to va beach. The lady who processed my order mislead me. She said va beach was 20 miles from prince George. I told her that was wrong. Then she spelled my name wrong. Any way when I returned the truck back,on wed march 4 2015 that evening no one said anything to me about more charges. They took the keys, and I left. Now as of yesterday,march 9 2015 I receive a notice from my debit card that $534.00 was taken out from uhaul. I did not authorize this. I called them on march 10 2015 to find out why this happened. They told me that I had gone over my mile usage and this was the fee I had to pay. I feel this isnot right. The lady who processed the contract for the truck, did not explain to me about mile usage, and if I go over. I feel that I am entitled to my money back they took out. A man named kevin, said there was no way I woukld get my money. this is why I am writing you. Can u please help me get my money back. Now I have to find a way to come up with $534.00 for rent since uhaul took it out. My daughter, my grandson, my son, and I might become homeless because of tjis. Please help me. I have delt with uhaul before, and this has never happened. Thank you, and I hope to hear from u soon.Desired Settlement: I would the full $534.00 they took out. To be refunded to my debit card they have on file.

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 Field Manager for our Tidewater Regional Office located out of Portsmouth, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] rented a U-Haul truck in town and advised our CSR she would be using approximately 20 miles to complete her move. She never mentioned she was driving to Norfolk from Prince George, which is about a 200 round trip. She tried to drop the truck off in Norfolk although she signed the contract agreeing to bring it back to the same renting location. Only after being told the extra cost to drop the truck off in Norfolk did Ms. [redacted] decide to return the truck as contracted. Mr. [redacted] relayed that Ms. [redacted] signed the contract electronically, which means she had to approve all of the estimated rental charges before completing the rental agreement. Therefore, she was aware of the mileage fee. Mr. [redacted] added, as he previously stated, a round tip rental from Norfolk, VA to Prince George, VA is roughly 200 miles. Ms. [redacted] drove 722 miles with the truck. We normally average a round trip to be within a 50 miles radius. A refund is not warranted and will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Man is lying. I never tried to drop the truck off in Norfolk. I do not even know how to get to Nprfolk. These people just do not want to pay back what is mine. They knew what they were doing. I am an innocent victim here. I guess I am being made an example of right? This will happen to someone else. Hopefully Revdex.com will get my money back. I am a single mother trying to make it in this world. I feel I was mislead, and if Revdex.com cannot get my money back, the full amount. I am prepared to go to court. I do know I will never rent from uhaul again, nor will I recommened them to anyone. Regards,[redacted]

Business

Response:

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tidewater Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He mentioned Ms. [redacted] has been found to change her story when the facts disprove her claim. He also added she was only charged for what was used.

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: On Wednesday, September 17, 2024, I telephoned the U-Haul Center of [redacted] and spoke with a representative by the name of [redacted]. I asked what a trailer hitch and wiring would cost me to install on a 2002 Toyota Highlander with a 4 cylinder engine? He quoted me a price of $279.00. I wanted to be certain of the items and price, so I asked him again to make sure. He said “Yes, that information includes wiring, installation and sales tax. It includes everything.” I was shopping around for prices as I needed a trailer hitch so I could put my speed boat in Winter storage. U-Haul had the best price so I picked them.

I called the following day and asked for [redacted], but was told he had the day off. I wanted the installation and was told by a [redacted] that my vehicle needed to be inspected to make sure I could have a trailer hitch installed. A 2:00pm appointment was set up for that day.

After inspecting my car on Thursday, September 18, and passing the inspection, [redacted] set an appointment Friday, September 19, 2014, for my installation. At that time, [redacted] quoted me a price of $339.48. To say I was surprised is an understatement! I told [redacted] that a [redacted] quoted me a price of $279.00. [redacted] said the price was wrong and showed no empathy or emotion. I “jumped through all those hoops” and feel that I was a victim of a “bait and switch” game!

I had no choice as I needed to get my boat into my landlord’s Winter storage, so I accepted the price. After the installation, and when I came back to get my car, I was told by [redacted] that my receiver did not line up with their trailer hitch. Before the installation, I gave [redacted] my receiver and asked him to make sure that it lined up with their newly installed trailer hitch. Obviously, I was very upset. By the way, the receiver is a heavy thick steel piece that slides into the trailer hitch opening and has a ball on it so it connects to objects that are pulled by my car … like my boat!

I asked [redacted] what U-Haul was going to do about this problem. He didn’t answer me and without saying anything to me, he immediately walked to the shop. I am a 70 year old man and walk with a cane because of a balance problem. I could not keep up with him. He came back with the holes enlarged on my receiver so the pin would go through the receiver onto their trailer hitch. I did not give him permission to do what he did. Wow!! I told [redacted] that I was very concerned that the enlarged holes would compromise the trailer hitch. I was concerned about safety. [redacted] wiggled the receiver to show me that it was tight on their trailer hitch. I also asked [redacted] if the hole enlargement would jeopardize my bicycle rack that I use with my receiver. He said “No.”

While in the U-Haul store, I saw a person with the name tag [redacted] walking by me and I said, “[redacted], the price of $279.00 that you quoted me on the telephone for a trailer hitch was raised to $339.48. That’s a $60.00 difference!” He said, “I must have missed something” and continued to walk by me. He never stopped to talk with me. He didn’t apologize for mis-quoting the price. He did nothing! He just kept walking by me!

Both [redacted] and [redacted] were very unprofessional and extremely rude. I told [redacted] what [redacted] said to me and the ONLY thing said to him was “I have owned six businesses and if an employee treated anyone like [redacted] treated me, I would probably have him terminated.”

When arriving home, I tried my bicycle receiver on their trailer hitch. It wobbled. I assume it wobbled because U-Haul’s [redacted] enlarged the hole on my receiver. I immediately called U-Haul and asked to speak with [redacted]. It was [redacted] who answered. I told him my bicycle hitch wiggled with their trailer hitch. He explained something I did not understand. I told him that he needed to speak my language as I didn’t understand anything he was saying. I suggested that I come to

U-Haul right now and have him look at it. I asked if he would be there? He said, “The store closes at 7:00.” To that reply, I said “[redacted], you’re the individual who installed the trailer hitch on my car, so I would like for you to see the wobbling. Will you be there?” To which he said, “The store closes at 7:00.” I once again asked if he could be there, to which he said, “The store closes at 7:00.” I then said, “[redacted], why are you treating me like this?” To which he said, “The store closes at 7:00.” I then told him that I was going to contact the Revdex.com and before I could finish what I was going to say, he hung up on me. I called back and nobody answered the telephone. It went into voice mail. I assume they had caller ID on their phone.

When he hung up on me, I immediately contacted [redacted] and had them put a hold on my credit card for that payment.Desired Settlement: I am writing to you in hopes that you will have U-Haul replace my receiver that they ruined when drilling an enlarged hole with a new receiver that will work with the trailer hitch they installed. I also don’t believe my current receiver will work on any other trailer hitches … people who have trailer hitches on their vehicles. I would also ask that the quoted price of $279.00 be honored by U-Haul.

Thank you for your attention to this matter.

Best regards,

Michael [redacted]

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] offering her apology for the misunderstanding regarding the price and also for the behavior of our employees involved. She spoke with our GM of the U-Haul location for further follow up as well. Ms. [redacted] stated the price increase was valid as it was determined at the time of his pre-inspection that multiple bolt holes would have to be recapped due to the age of his vehicle. Mr. [redacted] could have continued to price shop at that time. He did sign the work order the following day prior to his hitch being installed. Ms. [redacted] would like to send Mr. [redacted] a VIP Certificate for $100 to apply toward a new drawbar and any remaining balance can be used for any further purchase or rental of his choosing. She hopes to hear back from him soon.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Ubox contract 20020314

I shipped furniture with UHaul with a guaranteed delivery / pickup for July 24. I was told I would be contacted by the receiving location a few days before the 24th - I never was. I called on the 23rd to confirm that the box had arrived and I could pick it up at 10am since that is when space is available in front of my house to unload the box. I was told that I could pick it up and I would be called in the morning. I never received a call. I arrived at the Uhaul location at 10am. After 1 hour of the GM searching for the box (while stopping to help other customers in between), He informed me that he found the box and I should move my SUV over to the trailer. 10 minutes later, I was told that the fork lift ran out of propane, the propane tank was broken, and would not be fixed until the afternoon. I explained that I had movers lined up, and could only take the box on a Thursday morning. The GM told me to call the 800 and see what they would do for me. He suggested that the box should be delivered/unload for me based on all of the inconvenience and late availability. I told him that it would be 3 weeks before I was home on a Thursday morning, and he said he would reverse the extra months charge for the box also. I left at 11:30 (1 1/2 hours waiting for the box and leaving with nothing). I called the 800 number at11L45 am. They referred me to the regional office and told me I would be contacted. I never was. I called back at 4:10pm. The agent disconnected me. I called back. I was transferred this time to the Regional office to speak to [redacted], the regional manager. She had already left for the day. I called the 800 number back at 4:25 to file a corporate objection #656584, and was told I would be contacted in 72 hours. During the call, they also contacted the GM at the local office, and he called at 4:45pm. He said they would have the box delivered/unloaded for me because of all of the problems/inconvenience. On Monday 8/4, I checked the website and it should I had to pickup the Ubox on 8/14. I called the 800 number to find out the status of my objection (I was never contacted). The agent re-opened the case and told me they would contact me within 24 hours. On 8/5, I received a voice mail from the GM at the local office saying they do not deliver/unload the box. They will only waive the extra month charge for the box. The only reason I have this box and extra 3 weeks is because the "guaranteed" delivery and ready for pick up by 7/24 did not occur.

I lost a days vacation, had to pay movers for nothing, wasted 1 1/2 hours at the Uhaul office, spent over 2 hours waiting/talking on the phone with 800 number, did not receive my Ubox on the guaranteed pickup data, was passed between the local office/regional office/800 number - all telling me the other would help me, and I am basically being offered what amounts to nothing for this incredibly horrible experience. I am also concerned since the box was left outside uncovered on the 24th for a few hours while it rained heavenly - I hope the contents are not ruined.Desired Settlement: Either have the box delivered/unloaded or compensate me for not meeting your guaranteed delivery , wasting several hours of my time, having to pay movers, having to take an extra vacation day from work, and the unprofessional lack of communication on your part.

Business

Response:

August 8, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our Southern Louisiana Regional Office spoke to Mr. [redacted] on 8/6. Ms. [redacted] is issuing VIP certificates and the numbers given to the Center to pay for the rental of a U-Box trailer.

Mr. [redacted] will also be given a $200 credit for the inconveniences and delays he had with this transaction. Ms. [redacted] will be following up to make sure Mr. [redacted]'s U-Box is ready for pick up on 8/14.

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]e

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 booked three u-boxes thru u-haul in las vegas. When I called to confirm they had given me a different total. I canceled the boxes and called the u-box in [redacted] set me up and gave me a better price. They delivered the boxes to my house on September the 14th. The lady who dropped them off confirmed immediate ship out and would oy take 5 days for delivery. The boxes where picked up September the 17th. I called to make sure they had immediate delivery and they said yes. I received an email on September the 23rd saying they were shipped out. On September the 30th I called the 877 number to find out where my pods where. Apparently everyone I spoke to either were to incompetent to read the notes from previous phone calls or leave notes the next. No one knew where the pods were and apparently uhaul a multi billion dollar company has no way to track there items. After being told on multiple occasions that someone would get back to me, which they still haven't. I called [redacted] from the [redacted]location. He was able to get ahold of the ubox people and find my pods. As of October 1 they were still in [redacted] We were told they are in there way and would be at my house October the 5th. [redacted] had two people waiting for my pods so they could deliver on a Saturday. Saturday the 5th we received a phone call at 3:30pm. Pods still haven't arrived and now it will be Monday October the 9th. We are in our new house with no fridge and a four month old. All the baby stuff is in the pods. My husbands tools are in the pods and now he can't start work. Uhaul has already taken almost $2200.00 and I still don't have my belongings.Desired Settlement: I want to be fully reimbursed!

Business

Response:

October 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our President for our [redacted] office, followed up on the information Ms. [redacted]provided. He advised our office a refund for $400 for the delayed shipping was issued to her [redacted] account on October 7th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After multiple attempts to clear a balance in September, U-Haul repeatedly continues to send me text messages and emails claiming various balances owed. An original balance of 72.25 (dated at 9/7/2013) was levied against me, but I was able to dispute and overturn this claim. Afterwards, a letter was emailed to me stating my account had a ZERO balance, along with an apology (copy of email submitted below). Now, on this date (Oct. 5th, 2013) I have received a NEW text stating I owe towards a traffic violation, which is totally false since I did NOT receive a ticket from ANY officer, and this issue was NOT brought to my attention upon return of the vehicle to the location. I would like for this company to stop repeatedly harassing me with false claims of owing them balances!!!! Email sent BY U - HAUL REP STATING ZERO BALANCE: Dear Mr. [redacted]I do see that this account was paid at the location for 42.25 and the 30.00 fee was waived.This account is at a zero balance.I apologize for any inconvenience this has caused you.We do appreciate your business and hope you will continue to look to Uhaul for all your moving needs.Sincerely,[redacted]Account RepCredit Collections DepartmentUhaul International, Inc.[redacted]Link showing I do NOT owe this company any balances: https://www.uhaul.com/payments/?customer=[redacted]&utm_campaign=overtime_no...⇄ link sent from SAME company claiming I owe a NEW balance: https://www.uhaul.com/payments/?customer=[redacted]PLEASE NOTICE HOW THE CR IS NOT THE SAME. THIS IS A MISTAKE ON U-HAUL'S PART AND THEY MUST BE CONFUSING ME WITH ANOTHER [redacted]Desired Settlement: I would like a confirmation letter stating that my balance has been permanently resolved, my CREDIT HISTORY IS IN TACT, and I will NO LONGER be receiving "balance owed" letters or text messages from this company again.

Business

Response:

October 9, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. Joel Nunez, a supervisor in our Equipment Recovery Department, followed up on the information Mr. [redacted]provided. He confirmed that the original text message was sent to Mr. [redacted]on September 11th for the Overtime Note on Contract# [redacted] Mr. [redacted]paid the Overtime Note at our U-Haul location and the collection account was closed on September 13th. On September 30th, we received a parking citation from the city of **. Since the truck is registered to U-Haul, the citation was forwarded to U-Haul for payment. The date and time of the offense documented on the ticket was on September 7th at 2:13pm. The location of occurrence as documented was [redacted] The U-Haul truck was in Mr. [redacted]s possession from September 7th at 10:16am to September 8th at 3:47pm. U-Haul has since paid the ticket. A new text and email was then sent to Mr. [redacted]advising him of the current amount due for the citation.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck rental from Uhaul company for June 16, 2012. Once I was on the rode to drive my items from Chicago to New Jersey, the truck seemed to have several issues. I realized several things might be wrong with the truck like the power steering and transmission, brakes, and the pedal sticking. I proceeded to call the Uhaul, where a representative told me to contact the roadside assistance number. By that time I was on the rode swerving in and out of lanes. I told her were I unable to stop because if something was truly wrong with the car, I would have to unload the truck. She stated that there is nothing else she could do about it. Once I returned to New Jersey, the next day I dropped off the truck. The customer service representative at the NJ site drove the truck around the block, she told me that something seemed to be seriously wrong with the truck. She also put in a claim for the truck as well, and stated that the truck should have not been on the rode in the first place. I then proceeded to follow the procedure to file a claim with Uhaul. A representative by the name of Jason [redacted] briefly spoke with me about the matter on June 25th. Over a few days, he told me that he would return my phone call by the end of the day on June 25th. I did not hear from Mr [redacted] until Tuesday, June 26th by a voicemail he left on my phone. The voicemail stated that he refunded $200 back to my credit card, however I never agreed to these terms. When I called him that day he told me that is probably the best offer I could get, and seemed very nonchalant about the matter at hand. This was very bad customer service. I had to track down the mechanics who are currently working on the truck, as well as, speak to several representatives about my matter. I am currently still not pleased with Uhaul's customer service. My case was supposed to be reopened and I was to receive a call on 7/2/12 in effort for customer service representative to return my call. That was in 6/27/12. However, I had to call Uhaul.Desired Settlement: I would like a refund of 80% of what I had to pay out. This is amount includes the truck rental, gas, and toll. I paid $811.00 for the truck, $225.00 in gas, and $50.00 in toll.

Business

Response:

July 10, 2012

Thank you for your concern for our customer.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Chicago South and SW Suburbs, followed up on the information consumer provided. She informed our office she attempted to speak to consumer but reached her voice mail. She left a message explaining, in addition to the previous credit for $200.00 issued to consumers' Master Card account on June 26th, she issued a supplemental credit to the same credit card for $211.00. This makes a total refund for 50% of the rental fee. The credit should post on her next credit card statement. Ms. [redacted] also offered an apology for the inconvenience consumer experienced.

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, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although, Uhaul has refunded me 50% of my rental fee, I was still not shown great customer service. Ms. [redacted], the telephone representative, that I spoke with had a nasty attitude. She was sort of pushy in the decision and told me there was nothing else that could be done in this situation. She proceeded to tell me that it was my fault, and that if I would have did situation X,Y,and Z, the issue could have been solved.

In the future, I will never use Uhaul Moving Company. The headache I have been through with this company is not something a customer could ever forget. In the end, as a customer I would have liked better service, and to speak with kind people.

Regards,

Business

Response:

September 20, 2012

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

I have forwarded the information Ms. [redacted] provided to our President for the U-Haul Company of Chicago South and SW Suburbs. We value her feedback and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We realize a sincere apology can help bring closure to a bad experience and customer feedback helps us know what programs are working and what areas need attention. Please be assured Ms. [redacted]'s information will be addressed and corrective action taken as needed with all involved.

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: To begin I checked out my vehicle the night before I needed it, I told the rep I would be back very early the next morning to pick up but they would not be open so I wanted to get the paper work out of the way. They said not a problem, when I got there to pick up the vehicle it was blocked in, which completely defeated the purpose of trying to take care of everything the evening before. Once they finally opened and moved the vehicle blocking mine they told me they would give me 2 free days for the inconvenience and not charge me, I think ok well they are trying to fix the problem. Next I get the U-Haul packed up and start my move, I stopped at the gas station and the U-Haul would not turn back on. I called customer service and they sent out a tech, 5 hours later they had replaced the battery, starter, fan clutch on the AC compressor (which was about to fall off and go through the fan on the motor) and we were on our way again. Only it was now 9 pm which put my move off yet another day, and I still had to pay the guys helping me for the 5 hour stop time and one of the guys was not available for the next day, so now I am down a guy unloading this packed 26 foot truck. I would expect U-Haul to service their vehicles, not wait until they fall apart on the road to start maintaining them. I was told then I would have another 2 days free with the vehicle when I needed it, not that I got any written confirmation on this. They did however give us a $50 voucher for any future use of U-Haul. A couple days later I checked my credit card, and U-Haul had charged me the full amount ($165), I called the manager he tells me he has already returned the $100 dollars in which I say I was charged $165. He told me that U-Haul is good at taking your money but slow at returning it so give it a week or so and I should see the credit, as for the $65 dollars he has to go through 5 screens just to be able to do a return so he would get back in the system and process the rest. Needless to say the $65 never came through, so we call back up there, explain to the women working and she keeps saying we have gotten our $100 credit and a $50 voucher so we don’t get a return. Well the voucher was for future use (but she kept saying it was not) and it still left $15 unaccounted for. After 10 or 15 mins trying to get her to understand the voucher was for later use and she would still owe us $15 she finally gave in on the $15. However they still owe us the $50. I was also told when I called customer service a manager would contact me within 3 days and I never heard from one. Also the reciept I received said I owed $0Desired Settlement: I want my refund in which I was told I would get, plus the 2 free days in writing just in case I might have to use U-Haul again and $200 for all the expenses they have cost me on trying to resolve this issue. It would also be nice if they would actually maintain and service their vehicles before they are breaking down on the customer. I understand things do happen, but this vehicle was due to pure negligence not because something just happened. The mechanic could tell there had been an issue for a while, which tells me this all could have been prevented had it actually been looked at.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] agreed to issue a total of $200 for their rental and inconvenience they experienced.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 one Ubox carton on August 1st from this location to move to [redacted]. I received the price quote for the first box and was satisfied- it was about $1,015 for shipping, plus the cost of the monthly rent and the trailer. When my husband and I started packing the Ubox, we realized it was not going to be big enough to move all of our things. I called customer service to ask if there was a Uhaul truck instead and we would just drive and tow one of our vehicles. The woman on the phone with the regional customer service office told me that to add another Ubox to our existing order; the shipping cost would only be approximately $200 more. I asked if she could send me a quote so I would know the exact amount, and she said that she couldn't because there was already an order in the system, and it couldn't be edited, and the price wouldn't be the same if she started a new order.

So my husband and I went back to Uhaul to rent a second box at the [redacted]tore in [redacted]. From the woman who worked in the Ubox department, I asked if I could get an itemized statement of charges before picking up the Ubox. She said that she also couldn't edit our order to get a new quote, but we told her where we were shipping the box to, and what the customer service rep told me on the phone, and she said that sounded correct at around $200.

On August 3rd, when we are driving from [redacted] to [redacted] where all of our relocation money is all budgeted for, I have a debit to my account for $913, as well as the $1015 that was scheduled to come out. I have been calling Uhaul since this day, from the [redacted] store where I originally picked up the first Ubox, to the [redacted]tore where I swapped for the second one, to the regional customer service in [redacted]. I have phone records showing how many phone calls I’ve made without a return call or response of any kind.

I called the regional customer service line and they started a dispute and sent it to the [redacted]tore. I spoke with [redacted] at the [redacted]tore and told him my concerns and how many times I had contacted them about this issue, and he said it was now a formal complaint and I would have an answer within 48 hours. I never received an answer, or a call, nothing. I called the regional customer service back and was told that the complaint was never recorded – even though the store manager told me he had the complaint. I tried three times that day to start a new complaint – or objection they call it - and the line was dropped all three times. I didn’t get a call back from the regional customer service office to complete my claim (even though the first thing they ask you for is your phone number) and each time I called back to try again the line would be dropped and I had to start all over with someone new each time I called.

In addition to this, the second box that I was way over-charged for was never shipped from [redacted] to [redacted], even though I have email confirmations when it left ** and arrived in **. 10 minutes before I got to the [redacted] store to pick up our boxes, I got a call from that office that the wrong box had been shipped. The associates at the [redacted] store were very apologetic and told me that since I’d had such trouble, to contact the Regional Manager, [redacted] from this point forward, and he would be able to provide details on when I would receive the second box and steps going forward. I called [redacted] four times and left four voicemails in the next week and never received a call back. I called the [redacted]tore and would be put on hold and never get a call back if I did leave a message. I finally got a hold of the Ubox manager, to find out that the second box had STILL not been shipped. So it would be another week before I would get that. She told me that [redacted], [redacted]’s assistant, had all the information now, and she would make sure that [redacted] called me the very next day since they were in an all-day meeting. He never called. When I finally got the second box, the [redacted] associates asked me how my experience was. Holding back tears, I told them it was horrible. They said they have personal contacts that would make this right, and would make sure they called me. I’ve never received a call back.

$1,000 doesn’t seem like much to this company I’m sure. I am 31 years old and had two strokes in April this year. I have a family of four. I don’t have extra money. We moved across 4 states and budgeted our money very carefully to make this happen. An apology would have been nice. A phone call would have been nice. I would not have rented a second ubox unit if I was told the shipping would be another thousand dollars.Desired Settlement: I'd like to be reimbursed for the overcharge of $700 out of the $915 they charged me for the second box. I was quoted $200 for the second box. I didn't authorize more, I did not sign anything saying I agreed to that price, and I have been given the run around by them for two months now. I would also like an apology but will be satisfied with the refund.

Business

Response:

October 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good Morning [redacted] I've received your letter from the Revdex.com regarding your U-Box issues with our [redacted] locations. First, I'd like to apologize for you not receiving a response from [redacted] or myself regarding your situation. I am [redacted] assistant and we do have monthly meetings where we are unable, but unfortunately I do not recall receiving a message for you or notification of the issues you experienced. Either way I apologize for the lack of communication on our part regarding your circumstances. We understand moving can be a stressful time, especially when the company you've chose to use to move with adds addtional complications for you and your family. We're sorry to have added so much additional stress to your move. After reviewing your account we have refunded you $800 for the miscommunications on the rate and the additional issues you've experienced while trying to get resolution. I've processed this credit today it may take up to 3-5 business days to process to your account. Please let me know if there's anything additional I can do to assist you. You can reach me by email or at my office at ###-###-#### M-F 9am-5pm MST. Thank you, [redacted] UHC of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: In mid-April of 2013, we were scheduled to move to [redacted] and decided to utilize U-Haul's u-box service. We had scheduled online that we'd be coming and filling up our u-box on site at the [redacted] location. Upon arrival, there was immediate confusion, as they had a u-box set up on a trailer for us to take back with us. We told them that we had already brought all of our belongings to the facility and they proceeded to allow us to fill our u-box there. We filled out and appropriately signed all of our paperwork that day, as well as scheduled for them to ship our u-box on Monday, April 15th. They informed us that someone would call us on Monday morning to take our credit card information for payment. We did not receive any calls from the facility, and being en-route to our destination across the country, we could not get in contact with them until Thursday, April 18th. Once we did get in contact with them and I explained that I never received a call from them as I was told I would, they were very quick to cut me short and tell me that no, it was actually my responsibility to call them in regards to payment, which is a breach of their fiduciary duty according to U.C.C Article 3. I proceeded to pay, and they told me that my belongings would be shipped that day (a confirmation email shortly followed). The following Sunday, I received a call from them informing me that our u-box had just been shipped. (Almost a week later than scheduled - and contrary to the confirmation email that informed us our belongings had been shipped three days prior to the call). Once arriving in [redacted], we were left without all of our material possessions for over a week because of the delay that was caused by the disorganization and communication barriers that occur at this company. We received a call from U-Haul in [redacted] informing us that our u-box was ready to pick up, and once again upon arrival, no one at the facility was even aware that a u-box had arrived, let alone that we were coming to get it.

Product_Or_Service: U-Box

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am demanding a full refund for all of the time, stress, and energy that was spent on dealing with communication barriers, poor service, terrible scheduling, and a delay of over a week of the delivery of our u-box.

Business

Response:

July 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]r, our Storage Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. She informed our office she left a message for Ms. [redacted]requesting a return call to personally address her concerns. She explained that the shipment of the U-Box to Modesto was not delayed. The U-Box was loaded on April 13th. Ms. [redacted]was advised that once payment is made, the estimated time of delivery is 11 business days from that date. The box was received by our U-Haul Center of Manteca on April 26th, which is 8 business days after the payment was made.

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.

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

Regards,

Jessica Mcphee

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: On Friday, January 31 I rented a moving van from U-Haul on Dunn St, Niagara Falls, Canada. I was to return the truck that night but needed it longer so I phoned to explain but the business was closed. I left a message. It should be noted here that the U-Haul rental shares a number with a motel and when I called to leave the message I simply hit redial on the number they had called me from earlier to confirm the reservation before I picked up the truck. I returned it on Saturday, Feb. 1 after closing hours and before returning it I refuelled on Stanley Ave, near the U-Haul rental place. 2 friends saw and talked to me at the pump. The next morning I received a phone call stating that I had not refuelled the truck before returning it. I made it clear that I had refuelled and stated that I had a receipt to prove it. The man on the phone said that I had not refuelled. I offered to show the receipt but he said he didn't want to see it. I repeated that I wanted to show him the receipt and he repeated that he didn't want to see it. Because I had returned the truck after closing I sent my husband and mother-in-law to the rental place to pay the bill but the credit card on file had already been billed. They included charges of $17 for fuel and $30 for a refuelling charge. I know full well the tank was on the half tank when I rented the truck as well as when I brought it back. I only drove 10 miles, which is shown on the receipt. Taxes were also applied to these charges. They also told my husband I was a liar (yes, they used that exact word) for saying that I had called and left a message about keeping the truck a day longer. I called their head office on Monday, Feb 3 and filed a complaint. I was told I would receive a reply by email within 3 business days but did not. I checked my spam file to see if it was delivered there by accident but it was not.Desired Settlement: Because I already paid cash to repay the person whose credit card the rental was billed to I would like to see the wrongly billed amount repaid to me by cash or check. I would also like to be paid for the extra money the phone calls to head office cost me because I only have a cell phone and was on hold for 33 minutes for the first call, which was accidentally cut off, then for an additional 10 minutes when I called back. I would also like this to include the taxes added.

Business

Response:

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

[redacted], our Area Field Manager for our Hamilton, Ontario regional office, followed up on the information Mrs. [redacted] provided. She corresponded with Mrs. [redacted] by email and asked for a copy of the fuel receipt for further review. Ms. [redacted] mentioned Mrs. [redacted] kept the truck longer than planned, which caused us to have to reschedule another family that had been scheduled to rent the same truck after Mrs. [redacted] returned. We also had to dispose of items Mrs. [redacted] left in the back of the truck as well but she was not charged the $25 cleaning fee or the $50 late fee. We have no record of Mrs. [redacted] calling to advised us she would be late returning the truck.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My daughter has a storage united here. She was out of town and on July 2,2012. I paid her bill with my credit card. I'm not on the account, I'm only the emergency contact on the account. When I paid the bill I informed the manager [redacted] who I was and that paying for my daughter. Now July 23, I see that theres another change on my account. So I go up there and ask him why is her charging my account with out my permission. He stated that is was pass due and he couldn't see who card it was but, and this is what they do when they can't get in touch with the account holder. I informed him the I'm not the account holder and if he could refund my money. He told me only if I could give him a contact number for my daughter. I informed him whatever business you have with my daughter is non of my business. He them went on to say the if he doesn't get a payment next month he will be changing my card again. Now today July 27,2012 He charge my account again. A copy of a letter he sent to my daughter came to my house today stating the its pass due. That I'm the emergency contact and full payment is demand. He has already changed my card twice within a week. He is just changing credit cards whenever no matter who card it is.Desired Settlement: For him to return my money and all the fees I received because he keeps changing my credit card,

Business

Response:

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

[redacted] the General Manager of the storage facility informed us when he spoke to Ms. [redacted] she was advised she would receive a refund when her daughter contacted him with payment arrangements or move out. Mr. [redacted] has not heard from the daughter.

Mr. [redacted] also informed us Ms. [redacted]'s credit card is on the account and has been charged since the second month of their move-in.

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 would like to file a complaint against one of your locations. The location is called [redacted], I selected this location because it was the closest. I am sending this complaint because this is a subsidiary that is using your name and is creating a terrible reputation for the company as a whole. I placed my UHAUL ordered online on July 24, 2014 which at that time I provided my credit card information. I went to the location on 07/31 at before 9am and the representative did not show until after my reservation which was 9am. The representative greeted me by asking for my credit card and id. I provided the information and he checked me in and charged my card $139.26 at that time I went to expect the vehicle and the fuel. I went to the clerk because I was concerned regarding all of the xs that he had on the truck for every dent and scratch and I told him I wanted to make sure I would not get charged for something I did not do since everything seemed to have an indicator that there was a scratch although I did not see one. The clerk stated that I would be responsible for any damage that appears to be new. I decided it would be best to take pictures. The clerk asked if we could bring the truck back early since he rented it to someone else for Saturday morning although me rental was for two days. I used the truck and returned in on 07/01 that night to another clerk that was on duty. The clerk did not inspect the truck she just asked me to leave my name and number and he would call me in the morning. Saturday morning I received an alert from my credit card while I was trying to pay a bill indicating my card was charged $134.49 I contacted [redacted] immediately and the clerk stated that he charged me again because the truck was brought back on empty. I advised him that I put fuel in the truck that night before I brought it back and he stated it was empty. I advised him I would come to the locations because that is incorrect. On the way to the locations I received another alert from my credit card that I was charged another $244.00 When I spoke to the clerk he was rude and belligerent and kept indicating I need to call the bank. The clerk stated if I go put fuel in the truck he would take the charges off, I did put another $50.00 in the truck and brought it back which he provided me with an updated receipt indicating I would only be charged $117.80 I eventually had some of the funds returned however the entire experience was horrible. Again, I am sending this to inform you that the franchises that you have are setting a bad example of what your company is supposed to represent. I hope that something is done so that I do not have to report this to the Revdex.com.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the amount I did pay for the services to be returned.

Business

Response:

August 19, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Area Field Manager for our [redacted], followed up on the information [redacted] provided and sent her the following email in response:

I will visit the location later today and check into your rental. I will also inform him that before he finishes a contract out if the fuel is not correct to call the customer first before charging. We thank you for your business and we want you to have nothing but the best experience possible during a hard time of moving.

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. However, I do feel that the clerk should be reprimanded for the lack of customer service.

Regards,