J.R.J. Tara Corporation

Review: On June 9th I received a UHAUL truck from uhaul, On the day I went and picked up the truck June 9th the computer systems were not working so I could not receive a printout of my contract from them. However we verbally agreed that I would have the truck til the 14th of June on the 11th of June a female called me and verbally stated that the truck had to be returned that day. I informed her of my original contract with the uhaul contractor in [redacted] of my renting the truck until the 14th of June. The female on the phone said she would look in to it( and never did) So my complaint is on June 9th I received a UHAUL for $410 for the rental time of 6 days. I kept the truck for three extra days and was charged $383 for 3 EXTRA DAYS that was HIGHWAY robbery. I do not see How a rental truck for 9 days costs $800. The Uhaul company in [redacted] truck caps, were not even willing to discuss this matter with me and kind of made me feel like I was [redacted] out of luck for being overcharged. I was also charged twice for insurance. I am sorry this is so disorganized but I am very upset about this and I dont know how any company can treat there customers like this. Thank you.Desired Settlement: I would like the money I was overcharged to be refunded back to me.

Business

Response:

June 20, 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 [redacted] regional office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And would like to sincerely apologize for the inconveniences that we had caused you. I do completely understand your perception of the series of events, and although I do see that we were not even remotely helpful in correcting the matter, I do see what went wrong, and assure you that our intent was not malicious. Upon review of your rental contract, I do see that we collected a larger rental rate than what was the going rate for your trip, which did come out to you pre-paying for 4 additional days. Sadly, that was neither noted (we have a special section on rentals for notes, so we can see when special situations occur), nor were the days allowed edited to show the additional 4 Days being paid for, so, "at a glance", the receiving location had no means of knowing that you were allowed at least the 6 days. I do agree that they should have been more helpful in actually researching the matter, and I will be following up with the area field manager who Is responsible for overseeing U-Haul operations at that location. I have taken the liberty of refunding all $383.68 charged to your [redacted] at the [redacted] Location (copy attached), and again, would like to sincerely apologize for the inconveniences that we have caused. If I can be of any further assistance, please feel free to contact me directly at this Email address, or by phone at [redacted]. Sincerely, [redacted] Executive Assistant U-Haul Co 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: We Rented a Uhaul truck and car trailer from a location in [redacted] to be driven to [redacted]. After 20 minutes in the truck, the engine light went on. Additionally, we realized that the trailer break lights didn't work. We called the pick up location, and they told us that they no longer had responsibility for the truck or trailer, and we could call roadside service. We waited for over 1.5 hours for assistance, which never showed up. This was after we went to several different locations that they told us to go to where there were no uhaul garages. We finally found a uhaul location on our own. An employee at this location simply shut off the engine light, never checked the truck. We continued to Wichita with no tail lights and the engine light on again. Clearly there was something wrong with the truck. We had to stop every hour to fill up the truck and let it cool down. This added several hours to our trip. When we turned the truck in, the Uhaul attendant told us the truck we had was too small for the trailer we were pulling, that's why we had to fill up so often, and why the truck kept overheating. The only resolution we had after speaking with a number of different representatives from the company - including the marketing manager - was a $50 credit for the furniture blankets that we didn't receive. That is the least of our issues.Desired Settlement: I am hoping to be compensated for the problems this situation caused. We added several hours to our trip, not to mention the inconvenience of having the truck alert us throughout the trip that something was clearly wrong. we were anxious the entire trip that we would break down. We were finally insulted with the comment "if you had broken down, we could have done more"

Business

Response:

August 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He explained after reviewing the contract, Ms. [redacted] took the truck to a corporate location to have the engine code read. Our representative checked and erased the code after it was determined this was not a code that would present any safety issue on the equipment. Mr. [redacted] went on to explain that the equipment in question has had no necessary repairs since this rental. A refund for the $50 Reservation Guarantee Fee was issued due to the furniture pads not being available at the pick up location. The refund was issued back to Ms. [redacted] account and should post on her next credit card statement.

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

Sincerely,

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 vehicle was not checked, the error code was simply erased. There was no resolution for the fact that the brake lights didn't work on the trailer Also, This malfunction made it very difficult to know when the truck with the trailer was stopping. I was following my husband who was driving the truck and we almost collided on several occasions because of this situation. It presented very hazardous conditions. Once on the road the "check Engine " light appeared and displayed the rest of the trip. We were already late because of the delays this caused and simply could not get enough attention to get this situation fixed. We did call roadside assistance again. They stated there was nothing they could do. We did not feel safe. We expected to have operational equipment and we paid a significant amount of money for their service. When we returned the equipment at our destination, we were told that in addition to all of the complications, the truck was not the right size for the trailer and could have potentially caused even more complications. The $50 refund for the blankets was an insult. That was the least of our worries. The equipment we rented did not meet our expectations, and was not safe.This situation needs to be reviewed by UHaul.

Regards,

Review: Rented a uhaul truck. Broke down 20 minutes later on the highway. Waited 3 hours and told they would have a new truck and they didnt.

Rented uhaul truck August 1 to move in [redacted]. Contract number [redacted]. Car broke down 20 minutes later on the highway. Different people at roadside assistance told me different things. I was told that they may be able to repair it roadside but when the guy finally arrived he said he only does tows. After waiting three hours I was told they would tow the truck to the west palm beach location since it was nearest and they would have another truck for me waiting. Finally after arriving at the west palm location there was no truck available for me. If I wanted a truck I would have to give them my card and pay additional fees. None of the employees were helpful. At this point I had my mother pick me up who had to drive over an hour away. My friends took off work to help me move had to waste their day. After getting home I called my credit card company to block payment to them as they did not provide the service promised. Today I checked and it appears I was credited the funds. However I do not know if it was my credit card company that returned the money because I disputed the charge or if it was uhaul. Either way not only did they not provide the service promised they did not show any professionalism, empathy or compensate me for my wasted time.Desired Settlement: I'm looking for an apology and an explanation as to why no one was willing to help me. Not the roadside assistance people, not the people in the uhaul office. I just want an explanation. Initially I wanted compensation for my wasted time but now I would accept the above.

Business

Response:

August 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed his concerns. He offered his apology for the problems he incurred with both the U-Haul truck and our employees involved and assured him this was not the normal way we wish to conduct business. [redacted] explained he was not charged for the rental and if there was anything else he could do to please call him back.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International

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

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] agreed to issue a total of $200 for their rental and inconvenience they experienced.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

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

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

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

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

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

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

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

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

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

Thank you for your attention to this matter.

Best regards,

Michael [redacted]

Business

Response:

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

Review: the company has not been billing correctly. they claim they want $ x-amount of dollars in their bill, but then bill for more about 1 week later. this is the case even though I have tried to just pay what they want and ask they bill for all dues within the month. they are under-billing and not clear on the dues, as this is a timely matter with this much error, the fees keep going up. whether or not the fees are justified, which are in this case not justified. they bill late. they are abusing 'late fees'. we have paid an very large amount of late fees, that in retrospect, do not seem at all correct. the staff does not seem up to date with their billing system. they are billing late or quoting incorrect balances. I got a reply or zero balances, and then another answer by another party. This is after too many late fees. This is abusive.Desired Settlement: repay back all late fees paid to date. billing should be on a monthly basis and billed accurately as requested.

Business

Response:

November 3, 2014

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello, This is [redacted] General Manager of [redacted] U-Haul. Please give me a call to resolve any issue you still have. I'm going to waive the late fee's that are on your account but will not be able to do this again in the future. Office [redacted] Cell [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

Consumer

Response:

My previous request was for a refund of all late/penalty fees paid. Amount should be about $300 or more. Issues are late or inaccurate billings and abusive billing policies and fees. Refund all late/penalty fees paid.

Business

Response:

December 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] recent comments to our office.

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, reviewed Ms. [redacted] recent comments and informed our office another email was sent to Ms. [redacted] requesting she call back at ###-###-#### to discuss the offer of free online U-Haul account management. Ms. [redacted] mentioned that because Ms. [redacted] has a PO Box for a mailing address, it’s possible she is receiving her mail late. She is currently awaiting a return call if not already.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented an open trailer as part as my last military permanent change of station move. I **s retiring active duty service in the Army and **s moving from [redacted] to [redacted] state. The rental was picked up at a center in [redacted], and my wife's [redacted] pulled the trailer to [redacted], our final destination. When I hooked up the trailer I thought the hitch connection **s a bit loose, but it seemed to stay on the ball. I took it home and we proceeded with our move. After unloading in [redacted], I was planning on turning in the trailer at the local Uhaul dealer in [redacted]. As we were on our way to turn it in, I was driving at about 10 mph as we were approaching our gate, the trailer comes completely unhitched from the ball, the trailer hitch raises up and slams into the back of our [redacted] (above the bumper and on the actual hatchback door between the tail lights.) I **s shocked. A friend of mine (was in another vehicle and saw it happen) came to help me try to get the hitch back on the vehicle....was strange because the trailer had not been unhitched since renting it. The Uhaul trailer hitch **s completely broken on the inside and could not tighten up at all to the vehicle ball. We physically pull the trailer off the vehicle and out of the middle of the road, and try to call to local dealer but by the time we deal with everything they were closed. The following Monday we call and are for**rded to a regional manager in [redacted] that deals with repair issues. After being insulted that I didn't know how to hook up a trailer (I own a livestock trailer, and was pulling that with my truck, have had livestock all my life I know how to hook up a trailer) I had to argue with him to come and get the rented Uhaul. He kept arguing back that we needed to pull it down to [redacted]. He didn't understand that the trailer wrecked our vehicle and the trailer would not hook onto the hitch - it was undriveable. The entire time he was incredibly rude and condescending. I finally had to tell him to send someone out to pick up the trailer and after his hesitation a few days later a person did come out. Someone from his office drove out to pick up the trailer. Upon his arrival, he verified that indeed the hitch **s completely broken and **s undriveable. He had to replace the hitch before he could tow it back to [redacted]. In the meantime, although the damage to the [redacted] didn't seem horrible at first glance (some body work to be done that **s it) somehow the impact of the Uhaul hitch disabled the rear lights and the gear and ignition mechanisms in the car. At first the gear shift would not get out of park and you could not get the key out of the ignition....it **s locked in. Because we had to get it out of the road I **s finally able to get the gear shifter in drive, then back into the other gears but the vehicle still would not release the key from the ignition. You basically could not turn the car off. We ended up starting a claim with [redacted] the Uhaul insurance company, but there was a lack of communication there too. The claim number from [redacted] was [redacted] ([redacted].) We finally got frustrated and initiated a claim with our own insurance and never heard from [redacted] or Uhaul again. Once the [redacted] was at the body shop [redacted], [redacted], **) there was $2187.41 of damage to our vehicle. We were out our $500 deductible. When trying to discuss the repairs with anyone from Uhaul it was always put back in our lap that it really wasnt their fault and eventually no one would get back with us at all. We were totally blown off. The bottom line is we rented a trailer that was broken....it damaged our vehicle. They need to pay for it. We are incredibly lucky the trailer did not come unhitched on the interstate or busy road and caused a horrible wreck. Very, very lucky that did not happen.Desired Settlement: Uhaul rented us a defective/broken product which cost us a LOT of time, money, and stress. Don't forget all this was in the middle of a big move - my retirement move of all moves! We were treated horribly, talked down to, and blown off. In my entire military career, and even before then, we've used Uhaul as part of our move. I have given my business to them time and time again. Not anymore. I want a refund of my $500 deductible I had to pay [redacted] to get our vehicle repaired which they should have taken care of right away. I also want another $500 for all the extra time I had to deal with multiple phone calls, dealing with multiple people explaining things over and over again, having to have my vehicle towed all the way to [redacted] to get repaired, and having to argue with people to even come get their broken trailer. I also want a refund for the amount it cost me to rent the trailer which was $205.

Business

Response:

September 5, 2014

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 our office the situation was carefully reviewed again. She made attempts to reach [redacted] but found the primary number listed no longer in service and the secondary number went straight to voicemail. She left a message explaining, per their investigation, they found the accident was customer caused and no refund is warranted. She also included her telephone number if [redacted] wished to speak to her.

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

Sincerely,

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 called the UHaul office on Monday, September 8th and left a message with the office (receptionist) for [redacted]. The receptionist indicated [redacted] was briefly out of the office but would be back in that day. I left my wife's cell phone [redacted] and asked for her to please call back. Per her and [redacted] written response, I wanted to discuss and ask how on earth it would have been our fault to break a hitch. I have received no call back as of Saturday, September 13th.

Regards,

Business

Response:

September 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office, reviewed the recent comments from [redacted]. She informed our office she left a message on their voice mail explaining the trailer had a slightly twisted coupler, which would be caused by jack knifing the unit. This falls under a customer caused issue. [redacted] mentioned she has made two attempts to reach [redacted] but had to leave the message instead.

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 booked a truck rental by my home (in Ontario). Less than an hour before the rental time, I was contacted and told that my rental was moved to a location 25 minutes away. I went to the location and rented the truck. The truck was not inspected before we left. Upon arriving to the location where I was to use the truck, the back door of the truck was jammed. I could not load anything into the truck.

I drove back to the location where I picked up the truck. They were closed. I called to file the complaint and was told that I would be given a discounted rate for the rental (even though I could not use the truck at all).

I have spoken to regional head office. Several representatives have hung up the phone. A manager from the regional head office agreed to refund my truck rental and my gas receipts for the drives. She has not followed through and does not respond to my emails. Many representatives have said they would follow up with this - none do.

I have been told my U-Haul representatives that the manager of the location where the rental was made has the final say on whether or not a refund can/will be generated.

Almost 10 months have passed and still no resolution.Desired Settlement: I am now requesting a full refund, gas compensation and compensation for all of the stress this issue has caused me.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and informed him that a refund for $50 was issued for his extra fuel along with an additional refund for the full rental fee of $136.20. The refunds were issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

As we value Mr. [redacted] as a customer, we also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. We hope he will allow U-Haul to redeem itself in the future.

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

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

Sincerely,

Executive Assistant

U-Haul International

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: An awful nightmare which is reoccurring over and over that I wouldn't wish happened to my worst enemy. On 11/29/14 traveling back home from Cypress, TX., my SUV broke down in Welsh, LA about 4:30 p.m. I called ###-###-#### to find your nearest location to rent a truck and a auto transport. The agent confirmed your Lake Charles site was the closest that had both equipment, but I couldn't pick them up until the next day because I used my credit card. Therefore we had to spend the night in Lake Charles. The next day to my surprise your Lake Charles location didn't have the auto transport unbelievable but it gets better. I asked for the next nearest site that had both equipment I could rent. While the agent was searching other locations inventory and confirming the make and model and engine size of my SUV I just trusted they would point me in the right direction. Groves, TX is where they sent us but that site only had the AT. Too much to handle, we rented the truck in Lake Charles arrived in Groves, TX and that sites AT wouldn't fix my SUV. Groves, TX sent us to Beaumont the whole time I kept explaining that your company was sending us further and further from our stranded vehicle. Beaumont UHaul after hearing of our wild goose chase did waived insurance on auto transport. To add insult to injury my credit card was charged an over mileage fee of $58.29 upon returning the equipement. Top that off with after filing a complaint a Mr. [redacted] the representative assigned to resolve my issues actually justified why I was sent to Lake Charles LA, to Groved, Tx, to Beaumont TX oh I left out the fact that Mr. [redacted] stated he didn't see a rental from Grove TX and therefore I wasn't sent there so I never went there. I loosing sleep over my horrible experience I had with this company had to file this complaint and I can't begin to explain the part that my 75 year old mother was going through because she was traveling with me. It's just too much! Please HELP. Thank youDesired Settlement: Refund for truck rental $240.00

Refund for auto transport $64.90

Refund for extra miles charged $58.29

Business

Response:

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her apology for the inconvenience she experienced. They were also able to reach an amicable resolution. A refund for the extra mileage and the price of the auto-transport were issued in the amount of $123.19 back to her Visa account. The refund 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: This Uhaul facility has apparently misplaced the UPODS and no one seems to be able to find them. In order to prevent my finding out about their inability to locate the pods they have yelled at me twice, put me on indefinite hold once, redirected me to the main number three times and hung up on me three times.I am just trying to get someone to accept my order to have the UPODS I am renting moved. Apparently getting the service that is promised is not easy.Thank You

Product_Or_Service: UPOD Moving Boxes

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

They need to allow me to pay them and ship my UPODS

Business

Response:

March 2, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] had been speaking to the wrong office in order to get answers on his U-Box move. Our Traffic Manager for our Southern [redacted] Regional Office verified the boxes were paid and shipped on February 23rd and due to arrive on March 11th.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

March 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Business

Response:

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

I had a bad experience at this Uhaul location at 900 N Lombardy Ave Richmond VA 23220 three years ago and was forced to give them another try since I waited until the last minute to get a truck. This time, when I got in the truck I noticed the mileage was different than what was recorded on the paper they gave me. Not wanting to get charged extra, I went back in to notify them. The manager verified the discrepancy then made a note to adjust my invoice. When I returned the truck before they closed (see below), not only did I have to wait 35 minutes, they said they lost the manager's "note". The extra mileage amounted to $30, so I demanded they call the manager who had left for the day. I ended up having to pay, but miraculously got my $30 back a week later.

Then, 2 hours after I returned the truck, they called my emergency numbers asking why the truck had not been returned and said we would be charged an extra day. I laughed at them and said they were is, I returned it BEFORE they closed, and had my paid invoice in hand. It's their fault if they lost the truck now.

I mentioned I had to return it before they closed; in the incident 4 years prior they were able to con me out of an extra day's rental. Because we were using the truck late, I dropped the keys in the dropbox. The next day, I got a call saying the truck was there but no keys. I went down there and found out there is no box for the keys to fall into, and boxes and pallets are nearby for them to get lost in. Finally an employee "found them" and said someone found them a block away on the street; however, it's pretty hard to mistake having the keys in your hand then watching them go through the door slot. There is absolutely no way they ended up outside the building. I filed a complaint with the Revdex.com as well so it is on their record, but never got my money back.

This is one of the most dishonest business locations in Richmond. I imagine they succeed at their deceptive practices often, from dealing with a lot of naive college kids. I will never rent from Uhaul again. I would rather pay 4x the price at another company, and will go out of my way to share my experience with others.

I would never reccomend the ubox services offered by UHaul to anyone. I utilized the ubox recently to move from Vermont to Arizona. The concept of the ubox is great! Pack your belongings yourself and they will take care of the shipping, but the employees possess a lack of knowledge about how the process actually works. Nobody you ask questions of gives you the same answer as the last. When my box was leaving VT I was told it would ship on a specific date. I was told that I would receive a phone call or email letting me know that my box had shipped, I received neither. After multiple calls to customer service, I found out that my box did ship but not when it was expected to. I asked if would be notified when my box had arrived in AZ and the resposne was "maybe but there is no guarantee, if I were you I'd just keep checking in".

When I was ready to pick up my box out of storage at the faciltiy in AZ, I called the customer service department and made a very specific reservation. I asked specifically if I needed to go to the main facility or the hitch center where the box was stored. I was told that my box would be at the main facility ready to go. Not to my surprise, when I got there nobody knew what I was talking about. I was then told that I needed to go to the other facility, and when I arrived there again nobody knew what was going on. What was the point of making a reservation! I was the one in the warehouse looking for my box! I returned my ubox on 11/3/12, and when I received my credit card statement on 11/18 sure enough I had been charged for another months storage, two and a half weeks after the box had been returned. When my box was returned, my contract was never closed. It took me four phone calls to beable to speak with someone to resolve the situation. I have been told that my money will be refunded, but that has not occured yet. If there is another option to ship your belongings, go with that instead! I realize that I moved almost across the country, but it was expensive, and for how much I paid I do not think that the service matched the price tag!

U-Haul BITES! First they give me a quote of $1,071 for a 14ft truck with 7 days and 2,195 miles and $280. for car carrier, but when I go to pay the deposit that afternoon...all of a sudden it's going to be $1,894. for the truck and $389. for the carrier! If that isn't bad enough they called last night to tell me that the only truck available is in Dixon which is an hour and a half away instead of 10 minutes down the road. Wait, there's more! The car carrier is in a different town and we'd have to go get it too. We got the truck this morning and right after we left Dixon, IL. the "Oil Change Required" came on the dash display and came on every time I started it up. When we got to Ottawa, IL. I told the guy there about it and we checked the oil it was a quart low he added it (with my help) and said thats all he could do. So we rented the trailer from him and he asked if I needed help hooking it up (uhaul has always hooked up their trailers), so I did it myself and left. With my girlfriend behind me we drove back to Streator, IL. My girlfriend informed me that the lights were not working right on the trailer, yea no brake lights or turn signals worked on the trailer. I took my chances and drove it that way to Washington, didn't want to have to deal with uhaul I already lost half a day just getting the truck and trailer. When we got the truck it was not clean in the back and it had a dolly we did not need and the girl gave me back $3.00, then I found out it should have been $10.00 so you owe me at least $7.00. We asked you before we got the truck what kind of gas mileage does it get and you told us 12 mpg, well the truck said it was getting 8.3 mpg on the way to get the trailer, then 8.4 mpg after then all the way to WA. it said 8.2 to 8.4 mpg. It actually got 6.9 to 7.9 mpg. Oh we did get a $200.00 discount for having to go pick the truck up and I called back and complained more when I found out what you guys told us about how far Dixon was and how far it actually was,

you said it was an hour away, its 1 1/2 hours away. So we got another $100.00 off so the truck was $1,594.00 still way above your original quote to us. I have rented a lot of trucks from you, local and one way and this was by far the worst experience with you. Don't know if I will ever use you again. Did not appreciate the jack up in price and the poor shape your equipment was in !!! Oh and I was suppose to get a copy of my bill emailed to me and never got it.

(This is regarding U-Haul International's website uhaul.com services and products for purchase)

U-Haul has 2 locations in Cheyenne, WY listed on their website that states that U-Boxes are available for rental. When ordering U-Box from corporate website; order shows from Cheyenne, WY for pickup, but quotes an $800.00 delivery charge to deliver to home. When calling U-Haul customer service for U-Box, customer informed that U-Boxes not available in Cheyenne, WY (even though the 2 dealerships in Cheyenne, WY on U-Haul.com states they are available). Informed that U-Boxes are available from Laramie, WY (47 miles from Cheyenne, WY).

This is deceptive and confusing to the customer.

The customer is scheduling the product and services online at the U-Haul.com website and asked to order with a credit card. Customer believes that the U-Boxes are available for pickup from their local Cheyenne, WY dealer, but will not know that they are actually in Laramie, WY for pickup until after they have paid for services with their credit card.

I contacted U-Haul customer service for U-Boxes and was told that the 2 dealers in Cheyenne, WY are listed as offering U-Boxes, but either do not have room on their lot or are not yet stocking them.

U-Haul needs to remove services and products from cities and dealerships on website and in their ordering systmes where they are not available and not allow the order to continue without notifying customer that services and products not available in city requested.

Please let others know that this may be happening in other cities, as well.

Thank you.

While it may have been imbedded in my contract, I was not verbally informed of a $30 "Fuel Fill-Up Service Fee." My total mileage was 16.3, for which they also charged me $29.50. When I addressed this with the store, the impled message was that it was my job to make sure U-Haul doesn't cheat me.

I rented a vehicle from the moon township location. And I never signed anything nor was I informed that if I returned the vehicle to any location but them I would be charged for it until the next business day. They Charged me $192.00 I would be willing to settle for $162.00 Since both I and they are correct but again I signed nothing that said that.
The Manager Mr [redacted] also was unhelpful and extremely rude and unprofessional.

I have been a loyal customer for over 2 years at UHaul Storage in Glassboro,NJ. My payments are withdrawn from my checking account every month. In Aug of 2014 I was charged $15 more including a late fee but it was withdrawn like always and was not late they received their moneyon time. Same thing happened in Sept 2014. I spoke to a rude manager named [redacted] and after a half hour was assured I would receive a credit. It's now Nov 2014 and I called [redacted] the manager today at UHaul of Glassboro, NJ and he stated I was credited the money, I was only charged reg price of $74 and if I didn't see this on my bank statements that I needed to go to my bank, it was their problem. How would my bank be responsible for UHaul withdrawing too much money? When I checked my bank statements I was not credited the month Aug. After 2 years of timely uninterupted payments I did not even recieve an apology or even a credit. If I would have read all these bad reviews I would have definately paid another storage facility for 2 years. I want my credit and I suggest UHaul send their managers to customer service training.