J.R.J. Tara Corporation

Review: Called uhaul regarding an issue of being charged for an extra day. In talking to [redacted] who claimed to be a supervisor for uhaul he was very rude to me and was making unprofessional comments to me. When I asked to speak to his supervisor I was told that he was the supervisor and I was talking to him and he wasn't going to do anything for me. When I repeated my request he then said there was no one available at hat moment. So I asked for a phone number or to be placed into that person's voice mail to leave a message. [redacted] said he was transferring me but hung up on me. I've worked in call centers for years and know that I was hung up on as opposed to the call being dropped. Also he made no attempt to try to call me back. When I finally got back to the Sacramento regional office I was on the Phone with [redacted]. Who at the outset of the conversation was rude and unprofessional, no phone etiquette whatsoever and also she had no listening skills . she continually talked over me. And did not even wait for me to finish a thought before she was talking over me. She also referred me back to the renting location and I told her the he had referred me to call uhaul for the refund she told me that it was because the location wasn't going to give me a refund an neither was she. When I asked her to at least listen to me she told me I was critical and judging her. I also had told her that [redacted] hung up on me. She says no the call dropped. I said how can you be so sure. She said oh his desk is right next to mine. I said but you were not standing over his shoulder at the time were you I said because if he was transferring me to you he claimed that you weren't available at the time I was hung up on.Desired Settlement: In addition to a refund because I feel like my issue was not heard by either [redacted] or [redacted], I would like a hand written apology from both of them for their rude and unprofessional behavior. I also think there should be some remediation done as far as customer service skills. When people have a legitimate complaint or even if you feel that it's not legitimate it should at least be heard before being toyed with on the phone for their amusement.

Business

Response:

January 4, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Sacramento, followed up on the information Ms. [redacted] provided. She informed our office she was sending Ms. [redacted] an email offering her apology and sending her a copy of the credit for the refund for the extra day she issued. The $50 credit was issued back to her Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had a hitch installed 2 months ago (uhaul product and installation). I had a mandatory pickup in PA today for decking material. I was told by the rep at Uhaul that the person installing the hitch/wiring harness , broke the wiring kit and that they would have to order a new one that would arrive in 3 days. The materials I was picking up had to be picked up today and will now cost me over 500$ for a new day to be scheduled/holding fees etc. Uhaul was unwilling to rent me a truck for the same price I was going to be paying for the trailer. This company is disgusting.Desired Settlement: I would like to have a uhaul truck free of charge for a day due to the problems this has caused and the amount of money this will incur.

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 that our GM of our U-Haul at [redacted] ordered the part for Mr. [redacted] and it should be in on May 31st. Ms. [redacted] relayed that Mr. [redacted] was advised when he was at our U-Haul Center that the part was faulty and we would have it replaced at no additional cost. Our GM went inside to order the part and provide an ETA for Mr. [redacted], however, Mr. [redacted] had already left the lot without requested a truck at a discount. Ms. [redacted] stated our GM would have been happy to work with Mr. [redacted]. Our GM left a message for Mr. [redacted] explaining he ordered the part and would be back in touch with him once it arrived. Our GM has not heard from Mr. [redacted]. Mr. [redacted] emailed Ms. [redacted] requesting a free truck and threatening legal steps. Ms. [redacted] offered her apology and relayed that she had spoken to our GM and confirmed the part was on order and hopefully would be arriving on May 31st.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.This company never attempted to call me ....had they done this much of my displeasure would have disappeared....there never was a voicemail left. When my wife called them the first representative stated he was transferring us to the person who could give us a truck that day, in fact he offered it....the person he transferred us to was a complete jerk and offered to give us nothing .....all he stated was he was doing all he could by getting out new part in 3 days and at no cost...well 1) the hitch and all the parts have a lifetime warranty so it was going to be free regardless and 2) it is now over a week and they still don't have the part. This is infuriating and I do not accept their response in any way. They have still done nothing for us but cause an exceptional amount of aggravation and money. ..Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. She assured our office our GM of our U-Haul Center has attempted to reach Mr. [redacted] on 3 separate occasions and she has corresponded with Mr. [redacted] by email several times. Ms. [redacted] advised us our GM left another message for Mr. [redacted] explaining he can return to our Center to have the hitch wiring repaired. Mr. [redacted] confirmed he did receive the $50 VIP Certificate Ms. [redacted] had issued him to help offset the inconvenience he experienced.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

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 rented a U Haul on June 29th, 2014 and am absolutely appauled at the level of customer service I received. I checked out the truck at 1:00 and was told it had a full tank of gas and that I was expected to bring it back with the same. Which I did. however, they lied when saying the truck was full when I took it. I went less than 10 miles with the truck yet when I want to top off the fuel tank it cost me over $20.00. Gas was around $3.60 a gallon so as you can clearly see I paid for gas I never used. When I returned it to the dealership I informed them of the issue. I was told, exact words" I did not check you out so there is nothing I can do about it." First of all, [redacted] is the one that took us out to the truck. Then she told us that it is in the contract that U Haul is not responsible for over fueling. I have read my contract and do not see that anywhere. To make matters worse I asked for corperates phone number and was told it dod not matter if I called because she is the owner and it will come back to her anyway. I understand we are only talking about a few dollars. My issue is with the deception and blatant lack of respect. As for notifying corperate, she was right about that. I filed a compalint and filled out a review they sent me and they did not even have the professional courtesy of resaponding. I highly recomend not using this service.Desired Settlement: Frankly I would like a full refund due to the way I was talked to. But honestly, I would be happy if U Haul is held accountable and is required to be honest about the condition and fuel level when checking one out.

Business

Response:

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

Ms. [redacted], our GM of our U-Haul Moving and Storage of Janesville, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology and also offering to refund her the extra fuel she put in the truck. Ms. [redacted] did not hear back but did issue Ms. [redacted] a refund for the extra fuel expense in the amount of $10. The refund was issued back to her Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: 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

Review: U-Haul advertised a reservation guarantee wherein: "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."

In the reservation form, where this guarantee is placed, there are no links, asterisks, or fine print leading to any "certain restrictions apply, see here for details" disclaimers. When I was not granted the truck in the location of my confirmation, I first took this issue up with phone-based customer service, who refused to honor the guarantee, saying that it does not apply to same-day rentals. If this is the case, why not simply stipulate that on the reservation page? U-Haul's customer service agent refused to allow me to speak with a manager, and instead told me to file a complaint with U-Haul. I did so, and the U-Haul agent who responded to my complaint gave me the same song and dance as the original customer service agent. They're fighting me tooth and nail over a lousy $50, and they're not acknowledging that their reservation form contains a blatantly misleading advertisement of a $50 reservation guarantee.Desired Settlement: This isn't even about the $50 anymore. I would appreciate them honoring the $50 reservation guarantee, but at this point what would give me the most satisfaction would be knowing no other customers would have to deal with this issue. The solution is simple. A prominently-placed link on their reservation page to the disclaimer that is presently buried somewhere deep on their FAQ page.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] a Senior Customer Service Representative, followed up on the information Mr. [redacted]provided. In addition to the $25 VIP Certificate issued to Mr. [redacted] Mr. [redacted] sent him an email explaining he issued him a refund for the $50 Reservation Guarantee Fee back to his [redacted] account. The credit should post on his next credit card statement. Mr. [redacted] also offered his apology for the inconvenience Mr. [redacted]experienced and provided his telephone number if he had other concerns.

I hope Mr. [redacted]will take advantage of the VIP Certificate we sent him that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 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: 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: 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: 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: My husband ([redacted]) and I purchased a 26foot Uhaul truck and trailer from the [redacted]s location. After packing up our entire home into the truck, it started raining and we noticed there were 4 different leaks in the ceiling of the truck dripping down onto all of our items. Potentially ruining our electronics and more.

I understand things like this can happen, so I called the office where we picked up the truck and asked for some resolution and they told me they couldn't do anything and transferred me to the 1-800 costumer service number. I spoke to a representative who told me they couldn't do anything for me either and transferred me to yet another number. This time is was the regional portland office where I spoke to a women named, "[redacted]". I asked for a last name but she refused. [redacted] was the rudest, most disgusting customer service person I have ever talked to in my life. Argued with me about everything. Said she couldn't do anything for me. She couldn't give me a new truck, she couldn't have someone fix the leak, she couldn't even give me a credit. And when I asked for a manager, she said I'm "out of luck" and hung up on me!!! I called back the customer service line to complain about her and after me crying to the person on what happened, he hung up on me too!!! I am absolutely disgusted with Uhaul in a whole. We spent over $1700 and got absolutely no resolution. We had to spend even more money to cover our items from being ruined from the leaks on the 2600 mile drive to [redacted]

I want to speak to someone with power in Uhaul to resolve this issue ASAP.Desired Settlement: I want to speak to someone with authority at Uhaul to give me a formal apology for being treated so poorly. I would also like a refund because of the hassle we had to cover up the leaks and money we spent on tarps to keep our things safe from the water.

Business

Response:

October 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager of our [redacted] regional office, followed up on the information Mrs. [redacted]provided. He informed our office he spoke to Mr. [redacted]and discussed his concerns. A refund for $200 was issued as an adjustment on their rental back to their [redacted] account and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I placed an order online with U-haul for a trailer and hitch and was informed they would install the hitch there on site from a call with U-haul customer service. I then called the site where they would install and was informed they don't have the parts nor do they install temporary hitches. They told me I had to go to a U-haul store not a store that has U-haul parts or trailers or trucks. So I asked if I could change my order and was disconnected. I then went online and changed my order to pick up trailer at a U-Haul store. Then I called back to confirm the change at which time they told me the hitches were in stock at the new location I was to pick the trailer from and they can install the temporary hitch there and I would be refunded the cost of shipping as the hitch parts would no longer be shipped to me (still this is just a few hours after I placed the original order online). The customer service rep said he would transfer the matter to another department to issue refund. They never called me back. Subsequently I was called the day before my rental from the Uhaul location I was to pick up trailer at and get temporary hitch installed. And they told me there was no work order for temporary hitch and it would cost hundreds for them to install. I then find out that the hitch order wasn't cancelled and was in fact shipped! I can't haul a trailer without a temporary hitch so I called and cancelled my order and was told I would be refunded both the shipping costs of the temporary hitch and the rental of the parts themselves. It took another 5-6 calls and email to get the parts refunded but they refuse to refund shipping costs for the hitch that they shipped to me despite cancellation of order. They said they wanted to give me a gift card, but I never want to use Uhaul again after the customer service zoo they put me through.Desired Settlement: full refund, apology, an improvement in their customer services call center (stop disconnecting, follow-thru on what they say they will do), communication between their HQ and their satellite stores, so when HQ says the store can do something they actually can

Business

Response:

October 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted] our Executive Assistant for our [redacted] regional office, followed up on the information [redacted]provided. She informed out office she spoke to [redacted]and advised her of a refund for the shipping fee in the amount of $7.21. The refund was issued back to her [redacted] account ending in [redacted] 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: 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: 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: 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 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: On November 24 2013, I had to make a long-distance move twice because U-Haul employees did not listen when I specifically described my moving needs and rented me a truck that was too small. I had already reserved this truck during my on-site visit to the U-Haul store. The afternoon of the move, it was 30 degrees and the packers were 2/3's done and they were leaving. Taking furniture off and putting it on the largest truck and/or having the driver stay another day was not an option. I called the corporate office and told them the dilemma. I was told that U-Haul would take care of the mistake and I was to hold on to all receipts.The next week was Thanksgiving so many holiday plans had to be changed to accommodate a second move. We drove back to Atlanta in holiday traffic and then had to secure a truck, driving 60 miles round-trip out of our way. We loaded the rest of the furniture onto the truck by ourselves. I made the decision that we were checking into a hotel and would leave in the morning. This time, there was no help and the stress of the second move was too much. When we returned to [redacted], my ex-husband had to take Monday off to unload the truck. I called U-Haul and was routed to the area manager in Louisiana. He credited half of the truck rental - $156.53. I was not pleased and I began the process with corporate U-Haul and the case was given to [redacted].I emailed expenses for auto gas $ 58.92 (11/30) $70 (11/29) truck gas $100 (11/30) Marriott Ctyd $136.85 (11/30) Truck Rental $153.01 (12/3)He has offered a settlement of $114.46 and a $30 U-haul coupon. I was told to take it or he would close the case. I have tried to contact his supervisor or other corporate officers, but he has my case blocked so that it can only be routed to himDesired Settlement: DesiredSettlementID: Refund

I feel that U-Haul should stand behind their word. I called many times during that first move -November 24-26, very upset. I was assured that the matter would be resolved. They told me to save receipts and they'd take care of itThis second move was unnecessary. I have brought it to the attention of U-Haul that their brochures,website, and their employees are ill-advised on truck sizes with regard to living spaces. This was a huge and costly mistake. Furthermore, it d

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can only recommend a specific size of equipment for our customer’s needs based on average rooms of furniture, however, the final decision is up to the customer as they only know how large or bulky their furniture may be. [redacted], a Customer Service Manager, relayed that he carefully reviewed the information Ms. [redacted] provided to ensure she received a fair resolution. Ms. [redacted] had requested $153.01 as a full refund for the second rental in addition to $228.92 for the fuel and $136.85 for a hotel expense. Mr. [redacted] advised her, because she did not incur a breakdown with the U-Haul equipment and she did complete her move, a refund for the truck, fuel, and hotel did not warrant a refund. However, in the interest of customer good faith, Mr. [redacted] stated he would be willing to make a refund for a portion of the fuel in the amount of $114.46 plus send her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Please be advised that we cannot block a file from being viewed by another agent or management. Mr. [redacted] actually discussed Ms. [redacted]’s rental concerns with senior management and they concluded that a fair resolution was made. At this point we will honor Mr. [redacted]’s offer to make a refund for $114.46 plus a $30 VIP Certificate if Ms. [redacted] would like to accept.

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 recommendations for size were taken directly from U-Haul literature and this is the reason why we are at this point. For the first move, I was rented a truck that U-Haul states accommodates a 3 bedroom house, and yet it was nowhere big enough to take care of my move for a 1 bedroom apartment. My position remains the same: U-Haul's literature and size guidelines are outdated and employees are inadequately prepared or disinterested in customer needs.

The second move was not a matter of choice and a 6 hour hotel stay was definitely not part of a holiday weekend. U-Haul seems to have this protocol that the only time one stays in a hotel is when there is a breakdown. There has been a breakdown - a breakdown in communication regarding size and needs. Customers are so important, but U-Haul neglects to take care situations caused by their own shortcomings - misleading literature, poorly written websites, ill-informed employees....I fail to see the "fairness" in this offer when I am out-of-pocket an additional $518.78 for a second move that should have never occurred and U-Haul wants to offer $114.46 and a coupon to use their products again. This is not what I was told when the the first move wasn't working - I was told during several phone calls that this would be taken care of.

Contrary to the response, I was blocked from speaking to anyone other than [redacted]. I called several times and each time, was told that my case was flagged and that my calls were to be routed to him. The last email that he sent, in March, said I could accept $114.46 or he would close the file. I have emails and phone records. Sounds like a bully tactic, not customer care.

At this point, I choose to never do business with this company again and I am posting this information for public viewing. The mobile society in which we live needs to be aware of a service industry that is not about matching its products with customer needs, and then doesn't step up to the plate.

Business

Response:

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our recommendations for size of equipment are just that, a recommendation. We base our recommendations on average rooms of furniture. We don’t know how large or bulky their furniture is or how much furniture they have in each room. We offer size specifications and cubic footage as helpful information to our customers. U-Haul is a do-it-yourself moving company, therefore, our customer must be responsible for making the final decision on choosing the size of equipment for their moving needs. We provide different sizes of moving equipment and packing materials to make the move.

Ms. [redacted]’s extra motel was not due to any malfunction of the U-Haul equipment. U-Haul can’t be held responsible for extra expenses due to Ms. [redacted] renting a smaller truck than needed to complete her move. In the interest of customer good faith, we have offered to refund half of the fuel expense for the second truck along with a VIP Certificate for $30. We feel the Certificates can be of great value to our customers. 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.

Please be advised, after another careful review of the information at hand, our decision in the matter remains the same. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I met all conditions set forth in U-Haul's guarantee to receive $50 for equipment that was guaranteed not being delivered. I was contacted by email, which I can forward, which stated that "

This is confirmation that the 20' Moving Van, Utility Dolly, Appliance Dolly, and Furniture Pads you reserved is scheduled and guaranteed to pickup at 12:00 PM on 05/18/2014 at [redacted], [redacted]." and the utility dolly nor the appliance dolly were available for pickup, nor could they direct me to another local location in which the items were available. According to their website [redacted] if the agreed upon equipment is not at the agreed upon location at the agreed upon time for pickup, then U-Haul will pay $50 as liquidated damages. I contacted U-Haul the day of the rental and was told that I would have to wait until I returned the moving van and furniture pads for there to be any further processing on the issue. I returned the moving van and furniture pads and once again contacted U-Haul on 5/23/2014, at which time I was told by the person on the phone that the guarantee does not apply to anything except the moving van. I asked for her to continue with the claim and add in the notes quotes from their actual guarantee which state that if the agreed upon equipment is not available that they will pay $50 as liquidated damages. She told me that the supervisor will review the claim and call in 2-3 business days to complete the claim. After a week and a half, I called back today, 6/3/2013 and was told yet again that the guarantee only applies to the moving van. The guarantee that they set forth applies to agreed upon equipment, which according to their email confirmation was "the 20' Moving Van, Utility Dolly, Appliance Dolly, and Furniture Pads". I am unsure if I can add attachments to this complaint, but I can provide the email, as well as the contract for the rental equipment which shows that I only received the 20' moving van and furniture pads.Desired Settlement: $50 in liquidated damages as stated in their guarantee on their website [redacted]

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him that our Traffic Manager had issued him the $50 Reservation Guarantee Fee back to his [redacted] account and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: For my move from Boston to Chicago I hired and paid a deposit to U-Haul to utilize their U-Box service, everything from my apartment was loaded into the box and delivered to the designated U-Haul facility in Boston on May 30, 2014 and as part of my contract with U-Haul was supposed to be delivered to the storage facility in Chicago no later than June 6, 2014.After receiving no communications from U-Haul regarding the status of my box I called the national U-Box helpline on June 7 and spoke with Chad who advised me that he had sent messages to both the local Chicago facility and the shipper regarding the status of my box and was told I would be followed up with once they had found it. I never heard back and called back the next day June 8 and spoke with [redacted], she also sent messages to the facility and shipper but neither ever followed up with me.On June 9 after receiving no further information I called and spoke with [redacted] who filed an internal complaint which according to her would be followed up on within 72 hours. She also spoke with someone in shipping and told me that my box would be arriving either that night or first thing Tuesday (June 10) morning. No one had followed up with me by noon on Tuesday and after speaking with both the local facility and [redacted] at the national office was told that my box had not arrived.Today (June 11) I called and spoke with the local facility in Chicago again and was told that my box had not yet arrived and they were unable to track its progress. I talked to [redacted] at the national office again and was told they were unable to locate the box and that someone would follow up on my complaint (filed June 9) by the end of the day.U-Haul is now 5 days past the guaranteed delivery date of June 6 and appears to be making no effort to locate the box which contains literally everything I own. All communication has been initiated by me and even the internal complaint I filed is getting no response.Desired Settlement: I would like the entire amount paid to ship my belongings from Boston to Chicago ($709) refunded.

Business

Response:

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at Mass Ave. in Boston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and assured him he will be personally handling the dispatching error that may have delayed his U-Box to be shipped.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I was contacted on 6/12/14 by [redacted] as described in Uhaul's response who assured me he would be looking into what caused my U-box to arrive a full week after (6/13/14) the guaranteed arrival date of 6/6/14. I emailed him looking for further information on 6/18/14 and as of today (6/20/24) have not received a response. Furthermore, no communication has been received from Uhaul International regarding the complaint I filed demanding compensation for their failure to deliver within the specified time frame along with their complete lack of followup and communication during the interim period. My credit card has since been charged the full amount for shipment from Boston to Chicago.

Please review my case and feel free to contact me for any further details.

Regards,

Business

Response:

June 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Mr. [redacted] provided. He informed our office a refund for $300 was issued to Mr. [redacted] as an adjustment on his move.

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