J.R.J. Tara Corporation

Review: I HAD A 6X12FT TRLR.RSRVD, FOR A SAT.MORNING IN MAY. I'M A DISABLED VETERAN,AND I WAS WORKING AGAINST A SHERIFFS EVICTION SET FOR MON.I BELIEVE?EITHER WAY,I LIVED IN [redacted] AND THE CLOSEST PLACE THAT HAD A LG TRLR.AVAILABLE,WAS IN [redacted],APPROX.45 MILES AWAY.AS I REMEMBER,PICK UP WAS SET FOR 7-7:30AM.I GOT THERE ABOUT 9:20 AM,AFTER CALLING TO SAY I'D BE LATE.IN SHORT HE,FLAT REFUSED TO GIVE ME THE TRAILER,SAID MY RANGER EDGE COULDN'T PULL IT!WASN'T BIG ENOUGH!AND...HE WAS TRYING TO GET ME TO HAVE A HITCH INSTALLED.I SPENT THE NEXT 3-4 HRS.AND A FULL CHARGE ON MY PHONE,TRYING TO WORK THINGS OUT WITH UHAUL AND FIND ANOTHER LG TRLR.WITH BEING DISABLED, A VET, AND HAVING D P PLATES,,,THE GUY WAS REQUIRED TO HELP ME! BECAUSE HE WOULDN'T, AND UHAUL WOULD NOT TELL HIM TO OR AUTHORIZE IT,AND I KEPT GETTING DISCONECTED AT THE MAIN UH #,,I DIDN'T LOCATE,SECURE,AND FINALLY RENT A TRLR. UNTILL AFTER 1:30PM IF MEMORY SERVES, WHICH WAS ABOUT THE TIME MY 32IN.TV/DVD COMBO,WAS BEING OFFERED UP FOR SALE TO A NEIGHBOR,RIGHT OUT IN FRONT-OF-OUR-APT-BLDG!!!WRAPPED UP IN MY $200.NFL THROW BLANKET!!HE/THEY,ALSO GOT MY TRVL/EXSPENSE/RESTART MONEY THAT I LEFT AT THE APT SO I WOULDN'T SPEND IT!THEY MANAGED TO TAKE MOST EVERY THING OF ANY VALUE THAT I HAD/OWNED! IF THE SO CALLED AGENT/DEALER,HAD RENTED ME THE TRLR.PER OUR TELEPHONE AGREEMENT, I WOULDN'T HAVE TO DO THIS!!! I WOULD HAVE BEEN BACK AT MY APT.PRIOR TO 10:30 LIKE I HAD PLANNED,AND MY APT WOULDN'T HAVE BEEN ROBBED,AND I WOULDN'T HAVE HAD TO LIVE IN THE CAB OF MY RANGER PICKUP FOR 2 1/2 MO,S.,AND THEN HAVE TO SPEND THE MAJORITY OF MY DISABLITY BACK PAY REPLACING WHAT WAS STOLEN,LOST,OR SOLD FOR FOOD! BUT MUST SAY: I PAID CASH FOR DEP.AND ALL. BUT THEY RAN MY CARD #'S DBL.CHRGNG ME!THEY TRIED AGAIN FOR$185.VIA BNK WRNG,I CUT THE CRD.Desired Settlement: WITH ALL THE PROBLEMS THEY CAUSED ME, THE MONEY THEY STOLE FROM ME,(USING MY CARD # TO CHARGE ME FOR WHAT I HAD ALLREADY PAID CASH FOR!)(SOMEONE SHOULD GO TO JAIL!) TO DO THIS RIGHT,I NEED TO SPEAK TO SOMEONE.IT IS EXSTREMILY HARD FOR ME TO SIT HERE AND THINK,TYPE,CORRECT,PROOF READ,AND STAY AWAKE! IT HAS TAKEN ME DAYS,INSTEAD OF JUST MINUTES, OR HRS.TO GET THIS FAR.SO IF U NEED MORE,PLEASE CALL ME.IF THEY CANNOT OFFER A DECENT COMP.,THEN IT'S JURYTRIAL,NEWS, AND JAIL 4 ?

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Field Manager for the U-Haul Company of East Bay, followed up on the

information Mr. [redacted] provided. He informed our office he spoke to

Mr. [redacted] and addressed his concerns. He offered his apology and

advised him that he requested his Promissory Note be canceled and the

charges waived.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I rented a truck 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: 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,

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.

Review: I had made a reservation for a truck online, It was to be picked up in Deland FL, The website asked if I would like to speed up the pickup by filling out the paper work now, So I spent the 10 or 15 min to do all the paper work so I will not need to wait for it at pickup, I had a VERY tight time scedule to keep, So The next day a women calls from uhaul to confirm the reservation, just before I hang up she asks me if I have the address, She then informs me that I have just made a reservation to pick the truck up in Orange City, This is 20min farther away but I dont have time to schedule somthing else so I agree, I walk in the door just before 8am and tell the women that I am here to pick up the truck that I reserved online and I tell her that I have already filled out all the paper work online, Well thats were the attitude starts, She says it dosent matter that she needs all the information AGAIN, And says it very snotty, Ok So I start giving all the information AGAIN, when she says I need your Phone #, I give it to her, then she says I need another number, I said I don't have one, Then she starts getting really snotty! telling me she is not going to rent me a truck unless I give her a second number, I tell her that I have not lived here long and I dont have a second number, She says give me a friends number but I will call it to confirm they know you, Let me get this straight, you want me to give you a personal phone number that you are going to call and bother them, I dont think so, THEN YOUR NOT GETTING A TRUCK! AND I WILL MAKE SURE NO UHAUL WILL RENT YOU A TRUCK, I ask to speak to the manager and she informs me that she is the manager, So I ask for her name and the number for corp headquarters, A employee gave it to me and I leave, I called corporate and told them what happened, I was put on hold for 15min then I was told there were no other trucks available and that the orange city was not going to give me the truck that I reserved so I asked to file a complaint and was told that I would here back within 24hrs, Well I ran to the local [redacted] truck rental and was in and out in less than 5 min with a truck with no reservation and 1 phone # was fine with them, They were nice and friendly even though I was not in a very good mood after dealing with Uhaul, I rent trucks all the time and have NEVER been asked for a second phone #, Or treated like a criminal, How can someone so rude and unprofessional be running a uhaul? If thats the kind of managers running Uhaul, I will NEVER waste my time with them again, This was the last day I had to pick up a auction item before I lost it, Apparently you cannot count on UhaulDesired Settlement: I would like a personal apology, The mananger should be fired for doing that to a customer, And uhaul to pay for the extra fuel and rental charges, I was forced to rent a 16ft box truck because that was all they had in short notice, I was orig renting a pickup from uhaul

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he made two separate attempts to reach Mr. [redacted] but had to leave a message both times leaving his cell phone number but has not received a return call. Mr. [redacted] will email Mr. [redacted] to advise him of a refund for the $50 Reservation Guarantee Fee along with his apology and a receipt for the credit.

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,

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: On July 24, 2012 we used this U-Haul to attach a tow-hitch to our Ford Edge. We were moving my wife's mother into a retirement facility due to dementia, and recent suicide of her husband. We needed extra room to move her things, as well and relocate items of my wife's father we inherited during the move to Medford. When I went to the car I looked underneath to look at the hitch. At this time the mechanic quickly told me that, "Oh yeah, your muffler is bent," and that he didn't notice it during installation. This was hard to believe considering since the tow-hitch rested against the muffler. Also, he had to replace my turn signal due to electrically shorting. The turn signal had been melted. Because of my PTSD and traumatic brain injury I wasn't able to process the situation fully at that time with out losing my temper. When we returned to Medford, I showed the muffler to U-Haul. The first place agreed that the installer had to have done the damage, and we should show it to head mechanic at the main office on Hwy 99. The head mechanic and his assistant agreed that the installer messed up, stating ,"he screwed you bad." They pointed out the bolts were not stripped, meaning that WE did not hit anything, and that the installer forgot to put the muffler back up before backing off of the rack. They told me to call the president of U-Haul, and to make sure he realized the work was Salem's, not Medford U-Haul, due to the "sloppy mess he'd (installer in Salem), made. We have sent the information to their insurance company who states, "no evidence of negligence on the part of U-Haul or it's employees..." The mechanic at the Ford dealership agreed the damage was done by U-Haul, and that there was more damage to the wiring being wrapped around moving parts and hot plates, and that the grounding wire was on a hot plate. Protective plastic around wiring has nearly melted to the core. Ford stated if melted through the motherboard could short out, causing many thousands of dollars in damage.Desired Settlement: We would like U-Haul to reimburse the $291.25 we payed for the installation of the tow-hitch, PLUS the cost of fixing the muffler and wiring damaged by the installer, which at estimate is around $1000. So far, their insurance company and representative, [redacted] at Repwest ([redacted]) denies us they have any responsibility in this. We have never had muffler repair, or electrical maintainence on our car. We cannot drive it until it is repaired.

Business

Response:

October 24, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Southern OR, followed

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

settlement has been reached by RepWest Insurance Company and they

will be in contact with Mr. [redacted] soon if not already.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: Due to a Lack in communication/improper practices in U-Haul Services I was taken advantage of. My bank account was illegally charged.

On 6/26/12 approx. 9:30am A lease agreement was made in [redacted] nc (very nice lady)one way move to [redacted] NC. Mgr at location did not complete an inspection bc she said that wasnt her job. I never saw the damage I was harshly accused of but did notice that no gas was in the truck. My mother called and asked why no gas was in the truck and the reply was the customer had to put it on 1/4 I have the reciept for that and asked for reimbursement to no avail. I felt really disrespected by the male owner at the [redacted] location. The move was made with no incidents/accidents however I was harshly accused of it. I returned the truck approx 6pm the location was closed. Approx 10:00am I called the location to speak to someone in ref to return/gas reciept and was told harshly "you arent getting anything bc this truck is damaged". I replied with No way I'm coming up there now! when I arrived I was shown some damage on the side of the truck and was told I wrecked it with another vehicle etc etc. obviously a plot. Im telling this guy I didnt get into any accident but he's not listening and being extremely rude,they gave me a [redacted]#when called they knew nothing about an accident so I calledanother given#claimed to be the mgr #[redacted] very rude man cursed me out,I was shocked I wish I would have recorded him for all of [redacted] NC to hear. I called back to the store to get the owners # to inform him of this disservice he finally called 6/29 approx 8:20am from 803-431-6966 he basically said he can refund $43 from $187 they took from my bank account.The trip was supposed to be $104 agreed upon 1way which is still high and I had to put gas in it bc it was on empty, Ive rented before and at least 1/4 supposed to be in it upon rental agreement. The owner said they could charge me more but I NEVER WRECKED OR DAMAGED THAT TRUCK. This is why Im upset, If I do something I take responsibility for it but they are the ones attempting to get over on me but think that since they are a business they can just do whatever they want to me and have me not fight back. I will seek other avenues if need be to prove to that company that the people of [redacted] NC will not be taken advantage of by them. My parents and friends are behind me. If I need to write a letter to the Mayor,Governor, their corporate office or anyone who will listen in office I will and for what? My hard earned money! They took almost $300 from me $187 for trumped up damages that didnt have anything to do with my agreement and thats not fair pus I spent $10 to put the truck out of E status the other gas I used on the trip. They want me to pay to put the gas line on a 1/4 then put enough gas in it to drive to my destination then bring it back on 1/4. WOW! what a reputable company U-Haul allowed to represent their name. I would like a copy of this to be sent to U-Haul corporate.Desired Settlement: I desire my $187 refunded (I didnt damage anybody's property and have severalwitnesses to prove it. My family members helped me move, we all folled each other from [redacted], this is so crazy).

I also desire $10 for gas that should have been put in U-Hauls tank and put on 1/4 before I rented the vehicle.

Total $197 is rightfully mine and I want and need my money. I dont have a 6figure job where I can throw away approx $200 like that. Thank you

Business

Response:

July 11, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining there was no damage indicated when the truck was picked up but there was damage when it was returned, therefore, the charges will stand.

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

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

Review: While driving from Peoria to [redacted] Georgia, I encountered several problems. First the truck was idling very high. Even down hill the truck sounded as if I was traveling downhill. It was as if the accelerator or pedal was stuck. Even when my foot released from the gas, the truck idled as if I was pushing on the gas pedal. I believe that this assisted in the more frequent stops for gas. I was told by an agent in Peoria that the truck should get between 9-11 miles per gallon. It seemed as if I was getting maybe 5 cents. Also, the trailer used in the move, was not appropriate for my car. I have a small car, a dodge neon. I had difficulty putting the truck on the trailor because of this. After putting the car up on the trailer, I had very little wiggle room. It was tricky to get out of. After securing the straps on the trailer, we started out. After driving a distance, we got out to gas up and check the trailer. When we stopped, I noticed the straps to hold the tires were completely off of the wheel on one side and falling from the other. WE re-secured the car and traveled some more. When it was time to stop for gas again, the straps were again loosened. We re secured the car and called the regional office. I was told she could do nothing for me and was given another number to call. I tried calling twice and finally gave up. I made sure the car was again secure and stopped more frequently to make sure the car straps were up and secure around the tire. I did not want my car to slip off the trailer. Upon my arrival after a tiresome trip, I again relayed what happened on my journey. I was told that the account would have to be closed before they could help me. I waited a day after the truck was returned. My first contact person at this point was [redacted]. He was very understanding of my situation and extremely polite. I expressed interest of a partial refund. He made it seem as if the situation was handling and said I should see a refund in my account in a couple days, if I didnDesired Settlement: At least 20% refunded for the truck and at least 60% refunded for the trailer. I understand that I did use both of the items in question. However these items were not functioning properly which caused a stressful move.

Business

Response:

September 17, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IL, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and her daughter who drove the U-Haul truck. Ms. [redacted] reviewed the rental with them and explained she found no record of them contacting our Emergency Road Assistance line for help during their move, nor were there any repairs needed to the truck. The truck continues to rent without incident. As far as any excessive fuel, Ms. [redacted] requested Ms. [redacted] email her fuel receipts for further review and consideration. Ms. [redacted] did mention that towing a trailer can cause extra fuel usage. She will await to receive the receipts and contact Ms. [redacted] back with a final resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 26' U-haul truck for a 2100 mile move and had called a month in advance to make sure I would get a road worthy vehicle, I got anything but. First the truck had brake issues, Second the A/c went out on a 106deg. day in [redacted] and was told that it would be 3 days before they could repair the A/C the mechanic did however look at the brakes and told me that the relay for the electrical brake system needed to be replaced and had been out and that there was so much silt and dirt in the fluids that they needed to be flushed. Third I had a power steering leak that rivaled the [redacted] spill every time I stopped the vehicle. U-Haul considers these to be normal mechanical vehicles which is bull, if a vehicle is properly maintained there would not have been all these issues with the vehicle, and to top it all off they want to jerk me around on my refund and time lost, extra hotels etc.Desired Settlement: I am asking for 60% of the rental plus the cost of the extra hotels they only want to issue 30% which doesn't even cover the lost time at work or the extra hotels. I do not feel that this is unreasonable considering all 3 problems with the truck.

Business

Response:

July 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage a[redacted], followed up on the information Ms. [redacted]provided. He informed our office a refund for $600.00 was issued back to Ms. [redacted];s [redacted] account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a U-Haul 14' truck, appliance dolly and pack of blankets on July 22, 2014. I made the reservations at U-Haul Moving and Storage of [redacted]. [redacted]. I was told there I would be able to pick up the truck and equipment I reserved at around 9:00 AM on August 2, 2014. On the day of 8/2/14, I went to pick up my truck and equipment and was told I would have to pick it up in [redacted] at [redacted]. I called [redacted] while I was driving the additional 20 miles to pick up the truck and equipment and they told me the truck would not be available until 12 PM that day and that it was a 20' truck instead of the 14' I reserved. I would have to wait an additional hour to hour and a half to get the truck and equipment I reserved in [redacted]. I asked to speak with a manager and I was given the regional office. I called and spoke with them and they told me all they could do is take off the $50.00 reservation fee. I explained to them the frustration with the situation they had put me in with the delay of picking up the truck and equipment. They did not offer any apology for my troubles. I then got the phone number to the corporate call center, which I was told was the corporate office to file a complaint against the originating U-Haul store as well as the regional office. The gentleman who took down all the information was very kind and apologized for the trouble I was having. He gave me a complaint number and told me I would be contacted within 48 hours. I did all this while driving and waiting for my truck and equipment. I emphasized to everyone at U-Haul I spoke with that this delay would likely cause my delay moving out of the apartment I was leaving and would then cause additional rent payments on my part. When 12 PM came, I was told by the people at [redacted] that the truck I reserved would not be available. They were able to find a truck at a different location in [redacted] and I would have to drive there to pick it up. Mind you this is now the third location I have had to travel to pick up a truck and equipment. I left to go to the new location at [redacted] When I arrived there the truck that was available was a 26' truck not the 14' truck I originally reserved. The truck was extremely damaged on the outside. The person I dealt with there said they had actually "put the truck down" due to so much cosmetic damage. The time is now 12:30 PM and I was supposed to pick up my truck around 9 AM. The truck also only had a quarter tank of gas and I was only given a $9.00 credit for this. The whole experience was a terrible one to deal with on the day I was moving. I can promise this that I will never use U-Haul again for any service including buying packing supplies. I do not want to step foot inside a U-Haul store again.Desired Settlement: I would like a full refund to my credit cards for all expenses at the U-Haul store. The $50.00 credit is not sufficient. Additionally, I would like a full refund to my credit cards for the gas I had to put into the U-Haul since it was only at a quarter of a tank when I picked it up. The $9.00 credit is not sufficient.

Business

Response:

August 12, 2014

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

Our records indicate [redacted] was refunded a total of $100 for the inconveniences she had during her rental. We truly apologize for her recent experience with our company.

Our customer 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 Assistant

U-haul International

Review: I had reserved a truck and trailer and they had charged me fees I did not authorized and the did it twice one for 119.51 and then for 137.21 the one for 119.51 was refunded but they will not refund the one for 137.21 in which I did not authorize I called the 1-800-u-haul to make my reservation and they quoted my price of 534.00 and I said ok to that price so I have contacted the company twice the first time they said they would refund my money in five business days and they did not then I contacted them 8-10 days later and they said they will not refund my money and told them I would contact the Revdex.com AND THEY SAID GO AHEADDesired Settlement: I JUST WANT MY 137.21 REFUNDED

Business

Response:

July 5, 2012

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

Our customer has been advised on more than one occasion that the extra charges are for the Safemove Protection he accepted at the time of rental and taxes collected on the rental as required by that city and state. A refund is not warranted as all charges collected are valid.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 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: 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: CONTRACT ISSUE, CUSTOMER SERVICE ISSUE, REFUND/EXCHANGE ISSUE, SERVICE ISSUE: I reserved a U-haul 1 week in advance out of Austin, Texas one way to return to Houston, Texas. Once I arrived at the U-haul store where I place the reservation, the U-haul was not there; I had to travel 15 miles to another store to pick up my U-haul truck, in which it was NOT the appropriate size truck (I reserve a 10 ft truck instead they gave me a 17 ft truck). They indicate it was a upgrade but I considered it being a gas issue. However upon getting the truck from a tire shop, the drive home was a disaster. The inner tire of the U-haul blew out and I was stuck on the side of the road. The call was placed around 8:30pm and they indicated to me that it will be 2 hours that someone will change the tire and we will be headed home. That was not the case. I was stranded on the side of the road (10 miles outside of [redacted], TX) for 5 hours waiting for someone to come and change the tire on the truck. It was so dark and dangerous the police had to escort me to a well-lit area. The guy showed at 1:30am to change the tire eventually and I departed. The on-call staff in [redacted] Tx was no where to be found and this is quite atrocious. Upon speaking to the manager where we dropped the u-haul off, he indicated to me that they cant deduct from the ticket, I had to speak to a area manager; which I called and the area manager was very RUDE and ARGUMENTATIVE and VERBALLY FOUL to me. What they have decided to give me was not enough; my life was in danger sitting on that road for hours and the inconvenience. I understand it was a service rendered but this was the most devastating experience I had.Desired Settlement: The headquarters indicated that I would receive $91.00 dollars back from this u-haul and it has not happened; so that is what I am seeking.

Business

Response:

July 6, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Austin, followed up on the information Mr. [redacted] provided. She informed our office she issued a credit for the requested amount of $91.00 back to Mr. [redacted]'s Master Card 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,

Executive Assistant

U-Haul International

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

Review: I took back a truck to uhaul on 11/17/2014, but the gas was quarter tank to low. We made a promissory note to pay back the 68 dollars, witch it outrageous for a quarter tank of gas with is normally about 15 maybe 20 dollars. I ask the lady they are not going to draft this out of my bank account right I have to pay my bills then I will pay this she said, no I have to call and make the payment. On the promissory note no where does it say they will draft from my account and yesterday 11/27/2014 they drafted $68 out of my bank account. because they had my card on file they took money out that had no authorization to take. I returned the truck to security public storage [redacted] and they are not even listed on here to select them as a party.Desired Settlement: I need a refund to pay my bills so I can pay them as soon as I can where it is not effecting my family.

Business

Response:

December 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Nevada Regional Office, followed up on the information Mr. [redacted] provided. She relayed that noted on the rental contract for the Promissory Note, it does state if payment is not received in 7 days, U-Haul will immediately initiate collection procedures. Collection was done on the 10th day.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from the U-Haul at [redacted] on the evening of Fri 4/18/2014. The next day I received the receipt for the rental the next day, I drove the truck 13 miles and was told by an individual answering the phone that the trucks get about 15 miles to the gallon. Two block before returning the truck I stopped and got gas and for the truck, it actually added more gas than what was required and I have the bill from getting gas, as well had a friend witness me gassing up the truck. When I received my bill for the truck I was charged $30 for the fill-up service and $7.50 for gas. This should never have been charged as it was returned with more gas than was required and by their own employees admission 1 gallon of gas would have been sufficient for the the 13 miles I drove. I was also charged for a mirror that I used driving the truck back. I have not spoken to anyone at the location about this to determine what they are talking about, so I do not know if it is legit charge or not. I have contacted U-haul Sat the 19th, 2x's Mon the 21, Tues the 22nd, and 2x's Wed the 23rd. I have spoken to employees at the physical location, the call center, and regional office as well, every time I have called they said the manager will call. Still no call not even a try. I work during the day and I could forgive if he had even tried but he hasn't.Desired Settlement: I would like the amount over charged to me returned and a phone call.

Business

Response:

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he reached out to Ms. [redacted] but has not received a return call. He issued a refund for the fuel dispute but would like to speak to her to discuss the damaged mirror and hopes to hear back soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 14-foot moving truck & dolly from U-Haul. I picked it up on Sunday at 2:30 p.m. & returned it on Monday night. I drove the truck 22 miles. They advertise this truck rental for $29.99 a day and $0.69 per mile. I was charged $156.42. Upon finding the error, I phoned the company and went through two customer service reps. Neither one would issue a refund. The second rep said he could have a manager get back to me in 24 - 48 hours, and that was all he could possibly do. He said there was no way to escalate it and he had no superiors that I could talk to. I went to [redacted] and posted my dissatisfaction on their page. A team member called me and offered a refund for the extra day they charged me. I said that wasn't good enough. They also charged me for the dolly, more miles than I used, and 14% tax. But they were trying to get out of anything I didn't specifically bring up. It's obvious that any return should include the taxes you paid on it! The guy on the phone was able to verify that the mileage I was charged for, was reported incorrectly. My invoice says I returned the truck at 7:21 a.m. on Tuesday and they charged me for that day. They open at 7 a.m. Common sense is all it takes to see that error. I was charged 14.5% tax, but the AZ taxes on rentals is only 10%. So, for someone who expected a bill of $75 plus gas to refill the tank, I was blown away that it was double that amount. U-Haul offered me a refund in 4 - 5 days, for $53. Unacceptable! They charged my credit card without verifying any of the charges with me. They also processed the payment in two different transactions, making it easier to miss the full amount you pay on your bank statement. Bottom line - They stole from me, misrepresented the costs, and won't issue a refund in a timely manner. This overcharge caused me to bounce two checks and pay $150 in fees. I want them to pay for the mistakes and the repercussions due to their mistakes. They owe me $200.Desired Settlement: $200 to make up for the $150 in fees I had to pay, and $50 for the charges for the extra day and padded miles.

Business

Response:

September 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Sr. Customer Service Agent, followed up on the information Ms. [redacted] provided. She sent Ms. [redacted] the following email:

Dear Ms. [redacted], I am reaching out to you regarding your letter to the Revdex.com. I see you have concerns regarding tax on your rental. Arizona has a rental tax as well as the city of Phoenix, therefore that is why the tax is around 14% . You can verfiy this with the Arizona State Government and the City of Phoenix. You were also refunded the extra day charge by Mr [redacted] in the amount of 53.01 on the 8/22/2103. Your banking institutions should refund any overdraft charges when a refund for over charges have been refunded to your account. If you need verification of the over charges sent to your bank I would be happy to provide that for you. Please let me know if I can help you further and my contact information is below should you like to speak direct. I can be reached on Sunday from 2:30 to 11:00 at 1-800-468-4285 and please select the option for customer service (2) and ask for me by name. Thank you for your time and consideration. [redacted] Customer Service U-Haul Corporate Office

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