J.R.J. Tara Corporation Reviews (1976)
J.R.J. Tara Corporation Rating
Description: Convenience Stores
Address: 1300 Gulf Shores Pkwy, Gulf Shores, Alabama, United States, 36542-5906
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Review: ON 7/5/2012 I HAD RENTED A TRUCK AND RETURNED IT SAME DAY DROP THE KEY IN BOX, I CALLED NEXT MORNING TO ASK REGARDING MY DEPOSIT AND A SERVICE REP HAD STATED THAT THE TRUCK WAS DAMAGE AND THEY HAD TO FILE A REPORT I STATED TO THEM I DID NOT DAMAGE ANYTHING BECAUSE THEY EXPLAIN WHAT WAS DAMAGE AND I STATED THAT WAS LIKE THAT BECAUSE IT WAS NOTICABLE HE ASKED IF I POINTED IT OUT TO STAFF AND I STATED NO BECAUSE ITS A DAMAGE THAT LOOKS LIKE ITS BEEN THEIR FOR A LONG TIME, I DID POINT OUT THE MILES THATS WAS WORNG FROM MY CONTRACT AND HAD A STAFF LOOK AND SIGNWHEN SPEAKING TO SOMEONE BY THE NAME JULIS HE STATED THAT WAS HUMAN ERROR WHICH I HAD STATED THIS CAN BE TO THE TRUCK WAS DAMAGE WAY BEFORE MY RENTAL. I HAD STATED TO HIM TO LOOK AT HIS VIDEO AND HE STATED HE DID AND THE DAMAGES WERE NOT THERE, VERY RUDE STAFF I GOT HUNG UP ON TWICE I CALLED THEIR CUSTOMER SERVICE DEP AND THEN GOT A CALL FROM JULIS AGAIN STATING HE WAS THE ONLY ONE I NEED TO SPEAK TO WHICH I JNOW HE HAS HIS PART IN THIS I WAS TARGETED AND OTHERS AS WELL, THEY HAVE DAMAGE TRUCKS AND FEEL THEY CAN PICK AND CHOOSE WHO TO CHARGE. IM NOT ALLOWING THIS TO HAPPEN TO ME I KNOW I DID NOT DAMAGE THIS TRUCK AND NOT PAYING FOR NOTHING I DID WRONG, I AM GETTING MY LAWYER INVOLVED I VERY DISAPPOINTED WITH THIS MATTER. SPEAKING TO OTHERS REGARDING THIS MATTER AND SOME STATE THAT THIS UHAUL IS GOOD FOR THAT CHARGE PEOPLE DAMAGES WHEN STAFF ALLOW OTHER TO TAKE TRUCK WITHOUT CONTRACTS WHICH IN MY CASE IT SEEMS LIKE SOMEONE USED THIS TRUCK PRIOR TO ME RENTING IT. VERY VERY DISAPPOINTED AND NEED THIS MATTER TO BE RESOLVED, IT WOULD BE SAD IF I WOULD HAVE TO CONTACT MY LOCAL POLICE DEPARTMENT TO GET THIS VIDEO WHEN THEY HAVE OTHER AND BIG ISSUES TO TAKE CARE OF!! Product_Or_Service: UHAUL TRUCK DC400J Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I GAVE $100.00 DEPOSIT FOR RENTAL, I JUST WANT WHAT WAS NEED TO BE RETURNED TO ME WHICH IF IM NOT MISTAKING ABOUT $40.00
Business
Response:
July 19, 2012
Thank you for your concern for our customer Ms. [redacted].
Ms. [redacted], our Executive Assistant for the U-Haul Company of CT, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was charged for replacement of a key. She sent Ms. [redacted] an email advising her of a refund check for the $39.40 key charge. She should receive the check within the next 10 business days. Ms. Beedle also included her call back number in case Ms. [redacted] wished to speak to her or had other concerns.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Maria Palmisano
Executive Assistant
U-Haul International
Review: I am filing a complaint and requesting help from the Revdex.com regarding a U-Haul rental truck that I rented back in July of this year (07/26/2012 to 07/29/2012) to move my possessions. When I picked up the truck, the oil light was on. When I expressed concern about the oil light and questioned the individual at the rental location, he told me that, U-Haul told him the truck was fine, there was no problem with the truck and that I should take it. This individual was also a mechanic and he checked the truck for U-Haul. During the time period while I had the truck it developed additional mechanical issues, an engine light came on and the air conditioning system of the truck failed on one of the hottest days of the summer season (temperatures were reported to be in excess of 103 degrees Fahrenheit). When I called U-Haul about the engine light they told me they would not send a mechanic out and I would just have to keep the truck the way it was. The trip was over 9 hours long. As a result of the hot temperature, lack of air conditioning and extremely long trip, I became ill during my trip and it was necessary to hire extra help at my destination to help unload the truck as I was too ill to help unload it myself. In addition I used approximately twice the amount of fuel that I should have (I know this since I needed to use a second truck to complete the move of all my possessions with the same weight load and same distance at approximately half the fuel cost). I originally tried to contact U-Haul regarding this matter, an individual called me back from an un-listed number and when they did leave a message there was no contact number provided where I could reach them. When I called U-Haul back at the toll-free number and tried to contact the person that originally called me he would not return my call. U-Haul did provide a $75 dollar refund, but the additional costs as a result of their dysfunctional vehicle totaled over $400, so a $75 refund is not sufficient in this case.Desired Settlement: I believe that a $75 refund is insufficient for the extra costs I had with this vehicle. I rented 2 trucks from U-Haul, at a cost of over $1400 for both trucks. The second truck worked fine, I have no problem paying full price for that truck, but with the first truck not only did I pay full price, it cost me an additional $408. U-Haul should at least reimburse me for my additional costs.
Business
Response:
October 18, 2012
Thank you for your
concern for our customer Mr. [redacted].
Mr. [redacted], our
Field Manager for the U-Haul Company of Tidewater located in
Portsmouth, VA, followed up on the information Mr. [redacted] provided.
He informed our office he left a message for Mr. [redacted] requesting
a return call to personally discuss his concerns and reach a more
amicable resolution. He did mention that the rental of a 26-foot
truck towing an auto-transport loaded with a full size SUV would
cause the truck to incur a greater fuel consumption than the rental
of just a 14-foot truck. However, Mr. [redacted] will address all Mr.
[redacted]'s rental concerns when he speaks to him.
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.
Regards,
Thank you for the updated information to this response.
I did receive a voice message from Mr. [redacted], however as of Monday Oct 22nd, 2012, the complaint still is not resolved. I tried multiple times to reach him at the number he provided yet was unable to. He did finally leave a message which mentioned he would call me this past Saturday, Oct. 20th at 12 noon. I provided my cell number so that he would be able to reach me if I was not at home. I waited until 12:40 pm and there was no call from him so I call the 800-customer service number he provided to inquire if he was going to call me. He did return my call within 10 minutes. However, he was never provided with the correct information regarding my rental contracts and could not find it in the U-Haul record system. He has confused my second rental with a previous rental from many months ago. This is just an example of what I have had to deal with since the end of July regarding this issue. The first field manager would not return my calls and ignored me totally regarding this issue and now a second manager who was not given the correct information is asked to take over. I called back to the customer service 800-number and requested a supervisor call me back today (Monday Oct. 22, 2012) to handle this issue. As of 11 am I have received no calls regarding this matter. I am providing the contract numbers for this complaint since U-Haul cannot seem to find them in their system. The contract numbers are [redacted] and [redacted]
Business
Response:
November 27, 2012
Review: I had helped a friend back in July 2012 paid for her storage shed at uhaul, she is late on a payment and the company seen my card still on her account and charged the amount of 89.95 to me. I called them they said they would reverse the charge and still have not done so. This is fraud and I will be seeking and attorney for the fraud charges. I NEVER authorized the charge this time.Desired Settlement: I want the money put back to my account ASAP
Business
Response:
February 28, 2013
Thank you for forwarding [redacted]. [redacted]’s concerns to our office.
Mr. Donald Pomery, our GM of our U-Haul Moving and Storage of Green Bay, followed up on the information [redacted]. [redacted] provided. He advised our office that as soon as the original card holder called in, he issued a refund back to the credit card immediately and placed notes on the storage account not to charge the credit card for any future rental payments.
Thank you for bringing this matter to our attention and allowing us to offer a response. Please relay our apology to [redacted]. [redacted] for the inconvenience she experienced.
Sincerely,
Maria Palmisano
Executive Assistant
U-Haul International
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID 9441258, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: RENTED A TRUCK IN LYNN MA TO GO FROM LYNN MA TO BUCKEYE AZ/ THE TRUCK WAS NOT SERVICED BEFORE WE LEFT LYNN MA, THE TRUCK BROKE DOWN SEVERAL TIMES WHILE MAKING THE TRIP. A TRIP THAT SHOULD HAVE TAKEN AT THE MOST 5 DAYS TOOK US 10 DO TO THE FAULTY TRUCK.THE TIRE ON THE CAR CARRIER FRONT RIGHT BLOW OUT THE SECOND DAY AND TOOK TWO HOURS BEFORE HELP CAME/THEN THE TRANSMISSION WAS LEAKING FLUID ALL OVER THE ENGINE AND HIGHWAY/AGAIN TWO HOURS BEFORE SOMEONE SHOWS UP AND FIXES IT.NEVER TELLING US THE EXTRA FLUID HAD TO BURN OFF WHICH CAUSED SMOKE IN THE CABIN OF THE TRUCK/WE THEN HAD TO STOP FOR THE DAY BECAUSE IT MADE US SICK FROM THE FUMES/THEN ALL THE LIGHTS STOPPED WORKING ON THE TRUCK WHILE DRIVING AT NIGHT AND WAITED AGAIN TWO HOURS FOR HELP WHICH THE PERSON WHO CAME DIDN'T KNOW WHAT TO DO SO WE WERE TOLD TO SLEEP IN THE TRUCK ON THE SIDE OF THE HIGHWAY TIL MORNING.THEN WE WERE TOLD TO GO TO HOTAL A COULPLE OF MILES DOWN THE ROAD AND U HAUL WOULD PAY FOR IT/THE HOTAL WAS 30 MILES DOWN THE ROAD.Desired Settlement: I WAS TOLD I WOULD BE PAID BACK FOR THE DELAY IN GETTING TO AZ/I SENT IN THE BILLS AND STILL WAITING TO HEAR ANYTHING FROM U HAUL THIS WAS FIRST SENT TO U HAULS COMPLAINT DEPARTMENT ON JANUARY 24,2013. STORE ALL AMERICA FAXED THE PAPERWORK TO U HAUL IN AZ AGAIN FOR ME AND I'M STILL WAITING .WHEN ASKED BY THOMAS VILLANO WHAT I WANTED I TOLD HIM TO BE PAID FOR THE DELAY AND EXTRA OUT OF POCKET BILLS.HE SAID HOW MUCH I TOLD HIM HALF IT TOOK US 5 EXTRA DAYS TO GET HERE BECAUSE OF THEIR FAULTY TRUCK NO OTHER REASON.HE SAID HE HAD TO CHECK WITH HIS BOSSES AND WOULD GET BACK TO ME.STILL WAITING AFTER 47 DAYS.
Business
Response:
March 14, 2013
Thank you for your concern for our customer Ms. [redacted].
Ms. Maria Nadeau, our Executive Assistant for the U-Haul Company of Boston, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] at length on March 12th and discussed her concerns. She also advised Ms. [redacted] she issued her checks for her hotel and fuel expense along with a check for $600 as an adjustment on her rental. Ms. [redacted] should receive the checks within the next 10 business days.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Maria Palmisano
Executive Assistant
U-Haul International
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID 9[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: I called in to U-Haul today and they said they changed the date for my pick up. I asked him if I could get a e-mail with the confirmation and he said he couldn't but it would be online. so I look online and see it still is the same date that I first used. I called your so call customer service and ask to speak with a manager and 3 different people refused and hung up. This is not the first time I have had issues with your staff saying they were doing something and don't. when I first called in to make the reservations she said they match priced against another company and I got the e-mail saying your price still. I called in and got that fixed again. WHY CANT PEOPLE YOU HIRE DO THEIR JOBS?Desired Settlement: I want someone from corporate to contact me and fix the issues with my services.
Business
Response:
June 7, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Mr. [redacted], our Executive Assistant for the U-Haul Company of Pittsburgh, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a letter offering his apology for the inconvenience he experienced. Mr. [redacted] addressed his concerns and advised him of a $30 VIP Certificate he issued him that can that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.
In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: I contracted with the [redacted] U-Haul to rent 5 "U-Box" storage units. These units were placed on a monthly billing plan, and I was able to load my items successful into the boxes from my prior home. A delivery was scheduled and successfully removed from my prior home.
When I was ready to take delivery of my possessions for the home I was moving into, I called to schedule delivery of my items and U-Boxes.
-I first called on Monday June 10, 2013. I reached a national call center who promised a return call from the site. I did not get one
-I called again Tuesday June 11. I reached a national call center who told me they could not reach anyone at the [redacted] site. I did not get a call back
-I called again on Wednesday June 12. Same outcome. The [redacted] site refused to contact me. I filed a complaint with UHaul
-On Thursday night, I received a call and was promised delivery of 2 of my boxes on Friday the 14th and 2 of them on Saturday the 15th
-The boxes were not delivered Friday (although I paid movers to work on that day, losing $200)
-The boxes were delivered Saturday. The driver explained he was "sick that week and there's no manager to take customer calls"
I requested that the empty boxes be removed within 3 days.
It is now 12 days later and UHaul has not removed the boxes from my property.
-Uhaul [redacted] has AGAIN refused to return my phone calls
-Uhaul [redacted] has AGAIN refused delivery/takeaway of the units in a timely fashion
-Uhaul [redacted] has attempted to bill me additional rent and late fees during this time thay they refuse to remove the boxes
In short, Uhaul has failed to remove their boxes from my property, and have charged me additional rent and late fees during this time. they further have failed to return any of my calls or to speak with me.Desired Settlement: 1) A manager from the [redacted] site MUST contact me by phone.
2) UHaul must remove the units from my property immediately. They are there in violation of town code at this time and preventing me from parking my cars
3) UHaul must reverse the charges and late fees made to me because of their failure to remove their boxes from my property. This includes all rent and fees accrued on and after June 20th
Review: On Monday, June 24, 2013 I placed an order via the U-Haul website for a 17 foot truck, to be picked up in Lindenhurst, NY on Saturday, June 29, 2013 and returned in Smithtown, NY on that same day. The website clearly stated that the locations selected for pick up and drop off were preferences, and that they were subject to change depending on inventory. On Friday, June 28, 2013, in the late afternoon, I received a phone call from U-Haul stating that they were cancelling my reservation, due to a shortage of trucks. At no time during the reservation process, nor in any of the subsequent emails sent by U-Haul, did the company make mention of the possibility that my reservation may be cancelled 18 hours before my family was due to move to our new home. The U-Haul representative's attempts at providing a solution included giving us a cargo van, which is clearly insufficient to move a family of 4 from one home to another, or that our family should postpone our move. As for most people, an inordinate amount of planning went into orchestrating our move, and re-scheduling at the last minute was not an option for us. I am disgusted at what appears to be standard practice for this company.Desired Settlement: I would like U-Haul to stop overbooking their trucks. I would like U-Haul to honor the reservations that it takes from consumers. I would like U-Haul to discontinue the practice of taking reservations that it cannot honor. I would like to receive an apology from U-Haul for the undue stress that they imposed on myself and my family.
Review: on july 24th or 25th , I reserved a U haul truck for sat July 27th. the lady on phone I just need to have my credit card or debit card on file. nothing about a deposit being held on it. I went to the location at [redacted]. I stood in line about 30 minutes, I was then told by a lady after she pulled up my reservation that I would need a deposit of $80.00. advised I wasn't told that, but I needed the truck. I asked would I have to stand back in line. lady said yes. I left put money on my debt card, stood in line again 30 minutes. got to general manager ( [redacted] ). went through process again. [redacted] says im going to need $135.00 deposit.. I then explained the lady next to u Just said I needed $80.00 deposit..basically said there's nothing he can do. asked do I stand back in line he said yes. went back and put more money on card. stood in line again about 20 to 30 minutes. spoke to different person. everything goes through except the charge was now $156.91 asked the man why its so much. his response $we only charged the $135. I showed him the charge on my phone email. he said he don't know why. I said I need the truck anyway so we completed transaction. ( 2 hours later ) C
the customer service that I received and the information about the process of renting the vehicles is terrible. If the employees and the general manager would give all the information up front the rental process would have gone a lot smoother. Instead I had the worst experience ever. after speeking to there corporate office numerous times which the way very good with information and notifying the general manager ( [redacted] ) about resolving this matter. I still have not received a call from him in a week. And the have a 3 day notification law. after talking to corporate today. they explained to me that [redacted] the General Manger basically I was rude to his employees and that he would not give me any compensation. I was never rude to anyone did not raise my voice, and just wanted answers to why im not being told the correct information.Desired Settlement: I wasn't looking for a full refund at the time. but know that this General Manger ( [redacted] ) has lied to his corporate Office about me and the situation at his store. yes I would like a full refund.
Business
Response:
August 5, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Ms. [redacted], our Executive Assistant for the U-Haul Company of East Bay located in Oakland, followed up on the information Mr. [redacted] provided. We apologize for any misunderstanding and inconvenience Mr. [redacted] experienced with his reservation. I believe there may have been a lack of communication regarding the prepaid card and a deposit. Please be assure the information will be addressed with all involved to ensure proper procedures are being followed locally.
As we value Mr. [redacted] as a customer, I took the liberty of sending him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. I 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
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.
If U-Haul look at my history of rentals. they would clearly see iv'e never rented one of there vehicles. and I never plan to in the future. so with that being said. I would like to know how come they cant just make the refund to my debit card instead of a $50 gift certificate that I will never use and the company know this. U-Haul will benefit from and from this method anyway you look at it. I'm still the one who takes the loss.
Regards,
Business
Response:
August 20, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
Ms. Caroline [redacted], our Executive Assistant for the U-Haul Company of East Bay, reviewed the information Mr. [redacted] provided. She informed our office that our U-Haul Center GM contacted Mr. [redacted] and addressed his concerns. A full refund in the amount of $132 has been issued to Mr. [redacted].
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
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: Cuando tome alquilado el vehiculo el millaje inicial fue de 13500.9, cuando lo entregue tenia un millaje de 13539., Me cobraron por 138 millas cuando en realidad solo recorri 39 millas. Ademas me cargaron un fee por gasolina, cuando yo recibi el vehiculo con medio tanque y lo entregue con mas de medio tanque. Hicimos la reclamacion a la empresa y esta se nego a tomar medidas para resolver la situacion. Estoy radicando esta querella, por entender que he sido victim de un fraude y robo.,
Revdex.com TRANSLATION:
When I rented vehicle, the initial mileage was 13500.9. When I returned it, the mileage was at 13539. They charged me 138 miles when in reality I only put 39 miles. Additionally, they charged a gasoline fee; when I picked-up the vehicle with half a tank and returned it with more than half. We contacted the business and they refused to take the necessary measures to resolve the matter. I am filing this complaint because I understand I have been the victim of fraud and theft.Desired Settlement: Que me devuelvan el dinero cobrado en exceso y que se disculpen por lo sucedido.
Revdex.com TRANSLATION:
I would like the excess billed amount refunded to me and would like an apology for what occurred.
Business
Response:
December 6, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Gm of our U-Haul Moving and Storage of Hunter’s Creek, had previously followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] came into his center on Saturday, November 23rd, and was issued a refund for $23.01 back to his Visa account. The refund should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: Rented a uhaul truck online WEEKS before my move was contact the DAY BEFORE my move and told there was no truck available in my town. How can you not have a truck available when I booked WEEKS in advance???? Called customer service 800 number where I was transferred 6 times included being sent back to the automated line. Asked for a supervisor where she was the RUDEST of them all. She transferred me as well spoke with Lee at the corporate office the "traffic control specialist" where she told me there was no truck available for me. I asked her to find me a truck ANYWHERE in the state of North Carolina and I quote she replied with " I am sure there is but I am not going to do that, I don't have time to try to find you a truck" When I asked for her boss she said "I am going to end the call now, I'll call you back" and hung up on me!!!! HUNG UP ON ME, leaving me with a house full of boxes, no moving truck and less than 24 hours to find something else!!!! I called back and talked to her coworker Barbara asking for Lee boss she told me she knew what was going on and Lee didn't hang up on me she said she TOLD me she was going to end the call therefor didnt hang up on me; totaling ignoring the request for Lee's boss. I hung up again and called customer service to get Lee's bosses number, called and left a message to file a complaint against her. STILL have no return call from her boss! Lee did call me back say the only truck she could find was 135 miles away in the state of Virginia (almost in Maryland, when I live in North Carolina) from me, are you kidding????? So now I either drive 270 miles almost FIVE HOURS to get a truck,(why I have to drive to get the truck, why can't the truck be sent to the NC local I booked at WEEKS ago, but NO I HAVE TO DRIVE 5 HOURS or I am in deep with a lease ending in 24 hours and a house full of boxes. I can not believe there is a business in existence that operated with this kind of customer service and business practices. I WILL NEVER, NEVER even think about using uhaul again and will tell any and everyone I know about this horrible nightmare of an experience to defer them from using uhaul. So I am off to drive 5 hours to get a truck I was GUARANTEED to be in MY TOWN for today!!!!!!!!!!!!!! Oh and to top it off I drive by the location I was set to pick the truck up at, only to see a nice big moving truck out front. When I called I am told it is reserved to be picked up at 4pm today how the hell did that customer get that truck but I get screwed thanks uhaul YOU SUCK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! You lost a customer for life over this!!!!!Desired Settlement: I want the money back I am out! Gas, rental car, paying someone to drive my car back from the VA location since I am a single person and can't drive my car and the moving truck and should get pain and suffering for the emotion nightmare you gave me yesterday for leaving my high and dry without a moving truck and a house full of stuff to be moved 24 hours later. I am out an entire day of packing and cleaning cause I gotta go to YOUR job and find me a moving truck!!!!! I was told I will get a $50 refund for not having the truck but that remains to be seen. If I am not issues some kind of refund for this experience I WILL be contacting a lawyer because this is the most horrible experience with TERRIBLE customer service I have EVER deal with!!!!!! I am asking for the $50 guaranteed as well as $150 for gas, food, rental car ect to go pick up my truck 270 miles away!!!!!!
Business
Response:
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Traffic Manager for our Raleigh regional office, followed up on the information Ms. [redacted] provided. She attempted to speak to Ms. [redacted] but reached her voice mail and left a message. She offered her apology for the inconvenience she experienced with her move and advised her of a refund for the $50 Reservation Guarantee Fee. Ms. Pegram also explained that other options were offered but declined. Ms. [redacted] did accept the offer of the truck in Saluda, VA and agreed to the terms, therefore, no further refund will 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.
First of all I do NOT appreciated being contacted by the very person I named in my complaint! [redacted] is in fact who hung up on me during this messy situation and to have her call me telling me she received my Revdex.com complaint and wasn't going to offer anything more than the $50 refund (laughing in her voice mail she left on my phone) GREATLY upset me! She has been manipulating this situations from the start. She HUNG up on me leaving me without a truck and there was NEVER ANY WAY SHAPE OR FORM OF AN APOLOGY (she was laughing at me on her voice mail, LAUGHING!!!!!) I absolutely disagree 100% that there was "other options" I reserved a 26 ft truck along WITH your LARGEST trailer to pull behind and I was offered a 20 ft truck with a trailer. If a 20 ft would have been big enough then I would have reserved a 20 ft not a 26 ft. All of my stuff didn't even fit in your biggest truck with your biggest trailer and she wanted me to take a smaller truck. I reserved a 26 ft truck and I NEEDED a 26 ft truck and according to [redacted] the ONLY 26 ft truck I could get was in Saluda, VA. <I DIDN'T ACCEPT the offer I had NO OTHER CHOICE!!!!! I had to be out of that house WITH MY STUFF the next day.... What offer???? What other choice???? This letter imply that I had choices and offers and just rejected them. I did what I had to get the 26 ft truck I RESERVED and it cost me A LOT of money and 5 hours of my time and my friends time. In Lee's voice mail she left me she was sure to tell me that the drive was 105 miles not 135 miles because someone sitting on their butt in a office knows HOW FAR I DROVE!!!![redacted] has been nothing short of an offensive manipulating this situation to make herself look good, refusing me to speak with her boss about her UNPROFESSIONAL behavior, then having the nerve t leave me a voice mail LAUGHING telling me how far I drove and that nothing else would be done. Uhaul is showing to be the worst company I have EVER dealt with and this "kind letter FULL of BS" is just the icing on the cake!
Regards,
Business
Response:
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our Raleigh regional office, reviewed the information Ms. [redacted] provided and advised our office, in addition to the $50 Reservation Guarantee Fee already issued, a refund for ½ of her rental, or $135, has been issued back to the same [redacted] account used for the rental. The refund should post on her next credit card statement. No further refunds will be issued.
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
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: On 6/2/2014, I ordered Moving Help (VA only) and a U-Box for a cross-country move from Virginia to Seattle, Washington. Per the original contract, a 6/20 pickup of the U-Box and return on 6/21 accompanied a guaranteed arrival date of 7/1 in Seattle, with the box available to unload on 7/2. Because I planned a housewarming party for the holiday weekend of the Fourth, I cut a trip to Asia short in order to fly back and load the U-Box in order to make it to Seattle by 7/2. Moving Help was excellent and picked up the trailer/U-Box, loaded it in Virginia, and returned it the same day on 6/20. Per the original contract, I assumed that it would be shipped out on 6/21.
On 6/24 and 6/25, I logged online to check the status of my order ([redacted]); the website has a helpful visual display of progress. It showed only that the box had been picked up on 6/20 and returned on 6/21 (incorrect) but did not show that it was in transit. I then called in to the U-Box customer service line and was only then informed that it was unknown whether or not the box had been picked up and was in transit -I was told at the same time that it *could* still make it to Seattle by 7/2 even if it had not yet been picked up in Virginia due to the standard amount of time 'padding' that all orders had for these sorts of late shipping pickups. U-Haul's contract stipulates that my card would be charged for shipping five days prior to arrival in Seattle. When that timeframe elapsed (it should have been charged on 6/26), I was concerned that the shipping had been delayed since the website still was not showing any updates or that the box was in transit. I did not receive any communication about the late (or nonexistent) pickup at this point.
On 6/29, I call again and am told finally that the box *will* definitely be late, but that they do not have an estimated time. I reschedule the movers in Seattle for the first time. The website is still not updated at this point and I am told to file a 'customer objection,' for compensation since I have been living out of a suitcase without any kitchenware, 95% of my clothing, and any furniture. On 7/1, the date on which the box was originally per contract scheduled to arrive, I receive an automated email that the box has finally been picked up -ten days later. On 7/3, I receive an unprofessional, bizarre email in response to my customer objection from the local store manager, one [redacted], who writes (actual spelling errors included):
"Good Afternoon, The shipping companys pickup is not controlled by uhaul. While it is unfortunate that your boxes wont arrive in time for your function, You are not intitled to any refund. we apologize for the innconvienence."
From the customer's perspective, I contracted out with U-Haul in order to ship belongings using their service -who they subcontract with is of little concern to me. To guarantee a service and then renege on that contract guarantee seemed wrong. I call the U-Box customer service line to explain the situation and am promised a return call from the district office. Later that day, I do receive a call about my customer objection -but the associate (who was helpful) says that the system shows that I was guaranteed a Seattle arrival date of 7/5 -patently false. I log in to the website and am shocked to see that the dates have all changed from the previous time I logged in:
-Original pickup of box: 6/20 (same as before)
-Date of return of box: 6/25 (this was changed -and is grossly inaccurate, the box was returned same day on 6/20)
-Now shows in transit
-Guaranteed arrival date in Seattle is 7/5 with availability to unload on 7/6.
U-Haul (likely the folks at the Virginia location) has actually *changed* the 'guaranteed' date of arrival in Seattle -fraudulently. Based on the website/system, the associate from the district office says that I am not entitled to a refund unless I have proof that I was guaranteed a date of 7/1 versus the 7/5 that the website now shows. However, I *do* have a soft copy of the contract that explicitly states a guaranteed arrival date of 7/1 and I forward this 'proof' to her. Upon receipt, she asks that I call once the box has arrived. I am shocked at the lack of integrity and the baldness of the players involved to actually change
On 7/5, I call in to the customer service line to confirm that the box has arrived in Seattle per previous conversations and the website. Again, [redacted] says that the box is actually *not* in Seattle and is again late. As with all of the other previous times, I am not informed that the box is late until I call in proactively to confirm. I reschedule the movers again. She then "guarantees" that the box is en route and will "definitely" arrive by close-of-business the following day on 7/6 with availability to unload on 7/7. I ask her multiple times to confirm -and she does. On 7/6, after close of business, I contact U-Box to confirm that the box has arrived with an associate by the name of [redacted]. [redacted] says that he has been working at U-Haul for four years and that their systems never show such information; he has the audacity to suggest that I contact the shipper that U-Haul has subcontracted with directly to find out where my box is and whether or not it is actually in Seattle -despite the fact that I have no idea who the shipper is, how to contact, or what information to give them. After we disconnect, [redacted] calls back ten minutes later and says that he was actually incorrect and that he did not know how to read the icons on his screen -he says that the icon confirms that my box is indeed in Seattle. I confirm repeatedly and confirm with the movers for the following day.
When I arrive at the Seattle location via cab (across the city) and explain that I would like to access my box, the associates in the store state that there were *no* boxes delivered over the weekend. I am concerned and ask them for a manual walk-around to confirm that it did not arrive earlier. They do, and inform me that the box is not there. 20 minutes before the movers arrive, I cancel for the third time. The staff at the location offer to call the shipping company and I am told that the box is actually in Billings, Montana; I have no idea why none of the previous associates were willing or able to contact the shipping company directly as the staff at the Seattle location did. When I escalate the situation to the U-Box line, I am connected with [redacted], the Reservation Desk Manager, who is not particularly polite or helpful after listening to what I have had to undergo for the past couple of weeks. Exhausted of calling in, investigating on my own, insisting on follow up, I ask her to take point and contact the local Seattle office and monitor when the box has arrived and if not, to contact the shipper -something that I think is more than reasonable; she is beyond reluctant to do so, frequently mentioning "that is not my responsibility, that is not what we do, that is for the receiving location." At one point, she laughs on the phone at my request for her to take greater ownership of the situation and when I ask her whether she is scoffing at me, she jokingly says that she does not even know what that word means. Horrendous, unprofessional service that U-Haul should be beyond embarrassed about delivering to its customers -at a minimum, it's front-line team should be replaced or retrained, particularly managers such as these. Ultimately, the box 'may' get here tomorrow or the following day -but no one seems to know, and trying to get even a manager to care seems to be futile and next to impossible.
At this point, U-Haul has violated the terms of its own contract multiple times -going so far as to actually modify its terms by changing the guaranteed date and then insisting, somewhat baldly, that I was never given a particular guarantee *until* I presented proof. Its service and its failure to deliver on any of its promises or even bare minimum expectations of how it should treat its customers smacks of a lack of integrity or professionalism, is a poor way to do business, and is simply wrong.Desired Settlement: Mentally and psychologically this ordeal has been draining -but physically, I have none of my belongings, cut an important trip to Asia short based on a guarantee that U-Haul not only did not deliver on, but actually unilaterally modified, was not able to throw a housewarming and continue to accrue significant out of pocket expenses that very clearly would go beyond the meager per diem compensation offered for late boxes. The disgusting antics and behavior experienced warrants nothing less than a full refund.
Business
Response:
July 10, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], Senior Staff for our Metro DC regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for $400 as an adjustment for the delayed box along with an additional $100 refund to help offset the poor customer service [redacted] received.
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.
Contrary to your previous communication -this situation has not yet been resolved. On Tuesday 7/15/2014, I spoke with a colleague of [redacted] in the Corporate Office by the name of '[redacted],' who assured me that the refund had been processed on 7/10/2014; she stated that the refund would be in my account within 5-7 business days. Today (7/21) is the 8th business day and there is still no refund. When I called in to the office, I again spoke with [redacted] -who stated that she "could not find" my objection. After keeping me on the phone for several minutes, she finally found the objection; when I expressed my irritation at another *broken* promise / guarantee, she started to give me attitude about -verbatim: "you can either keep on telling me how ridiculous I am or let me call the credit card processing unit." Staggering level of incompetence on her part aside, I have no idea why U-Haul seems to be so unbelievably inept and following through on anything -at this point, I have zero confidence that anything will be resolved. [redacted] said that following up on this complaint was useless since "[she] would just get it anyways." What an embarrassing way to run a business -and an even more shameful way from a corporate representative of dealing with customers who have every right to be upset.
Regards,
Business
Response:
July 30, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
Our records indicate the initial credit done on July 10th did not complete for unknown reasons as per our Credit Card Processing Department. Another credit was issued on July 21st and confirmed with Credit Card Processing that the credit did process. The credit for $550 should post on [redacted]’s next credit card statement.
Please be assured we will follow up on the information [redacted] provided in regards to the rude treatment he experienced over the phone. We realize there is never an excuse for rudeness and want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
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: the u-haul website says "Your reservation is guaranteed. You will get the equipment, location, and pickup time that you agreed to or we'll give you $50." I've been contacting U-haul for over 3 weeks and no one from head office will contact me to honor this guaranteed.Desired Settlement: I want the $50 they guaranteed for the inconvenience of having to drive 30 each way extra to get the equipment, and for not getting the cubic footage I originally requested.
Business
Response:
Thank you for your concern for our customer Mr.[redacted].
[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the $50 Reservation Guarantee Fee due to the fact we were not able to fill the reservation exactly as requested. The refund was issued to Mr. [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,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business performed this action and, will consider this complaint resolved.
Regards,
Review: I rented a UHaul trailer back in March 2014 to move from Philadelphia to upstate New York. Just a few weeks ago (six months after the rental date), I received an email that I owed UHaul $60 for a toll violation. I responded to the email immediately, asking for more information. I also supplied my license plate number and [redacted] number, explaining that I rent UHaul trailers all the time and have never had any issue going through tolls with my [redacted] in my car.
Someone replied and told me that it was a $30 toll violation with a $30 "administrative fee" but that their fee would be reduced to $5 if I paid right away.
I wanted more information first, so I asked a few follow up questions. They told me that the toll violation came down from the NY [redacted], so I called NY [redacted]. They had no record of the violation. After a few more emails back and forth with UHaul, they tell me it was actually from NJ [redacted]. I call NJ [redacted] and they do have a record of the violation. Unfortunately, they tell me, it's been so long since the violation occurred that it's gone to a collection agency and there's nothing they can do. So what shouldn't have been a violation at all--since I had [redacted] in my car--had snowballed into a $60 fine.
If UHaul had let me know about the violation when they received earlier notices, I would have been able to call [redacted] and get the whole thing straightened out for $0. Instead, I'm supposed to pay for the $30 violation and their $30 "administrative fee" when it's their fault everything snowballed like it did. Not fair.
What if they had neglected to contact me until the violation grew to a $300 fee or more? It's absurd that I should suffer for their negligence.Desired Settlement: I would like UHaul to realize that I'm a loyal customer, realize it's their fault this turned into a $60 fee because they didn't handle this in a timely manner, and stop requesting that I pay this absurd $60 fee. Oh and stop threatening to send it to a collection agency. Just drop it!
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
Our Equipment Recovery Department advised our office the violation and administration fees have been waived and the billing account that was set up for Mr. [redacted] was cleared. I would also like to explain that all violations involving U-Haul equipment are paid as soon as received to avoid any escalation of fees. We then research the issue and contact our customer who had the equipment in their possession at the time of the violation for payment of the violation.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Many thanks to UHaul! I have been and will remain a loyal customer.
Regards,
Review: My problem with U-Haul has been consistent since February 2014 because of mold growing in my unit due to cracks around the unit. It took about three weeks to get the issue resolved because of no contact back from the company. I kept my things in the storage because it was such a hassle to get a 3 bedroom home moved to another storage facility. Recently I fell behind on my payment because of some unexpected out of pocket expenses due to the surgery of my daughter. Because of previous collection tactics from U-Haul and how rude not only the employees but the Branch Manager [redacted] was also, I did not make them aware of what was going on and did not answer the phone for the numerous calls I had gotten from them. Since U-Haul did not get a response from me they called my boyfriend [redacted] on the alternate number that was given at the time the contract/lease was signed for payment. My boyfriend and I did not speak previously to them calling and he was not aware of what was going on but in fact tried to make an arrangement with them to see if we could switch the payment date because it never falls on either one of our paydays. He was not aware that my intentions were to pay them because I did not want to lose any of my items. My boyfriend told me that the women he spoke with was very rude and uncompromising and gave him a hard time when he asked to speak to the manager and she stated that he was busy. I was informed of the conversation that was had between my boyfriend and the employee so I then called back to speak to the manager. I spoke to [redacted] and I told him what happened and he acted as though I was in fact the one wrong in the situation because my payment was late and as though I was inconveniencing him. At that point I asked for the number to speak with someone from corporate because I felt as though I was getting nowhere with him. I was given the [redacted] number from [redacted]. I called them and spoke with a representative and told her the problems I've been having with the location. She told me that she would notate the account and email the complaint. I was also given the Regional Office telephone number from the representative. I called the Regional Office and spoke to someone by the name of [redacted]. She told me that she would give me the next month free after getting my payment up to date. She stated after I made the payment to call her back and she would email me with a gift certificate to use. She also informed me that her manager (the regional manager) would go speak with [redacted] directly at the location to find out about what was happened. The next day I made the payment and called back and informed [redacted] I made the payment. She asked me how I would like to get the gift certificate and I told her I would like it emailed to me. I gave her my email over the phone. Two days later I still did not get the email and I even checked in my junk mail folder to make sure I was not overlooking. I then called back and spoke to another woman and she stated [redacted] was away on a cruise and she did not have access to her emails but would get in contact with [redacted]'s manager to see if they could get the gift certificate to me. I did not receive a call back from anyone. I assumed the problem was taken care of and I went to my storage on that Saturday to take a few things out that I needed and the employee at the counter told me I needed to pay for that month's rent. I informed him that the rent should have been taken care of and he stated that he saw nothing in the notes stating that. At that time I called the Regional Office and was rerouted to speak with the manager of the location, [redacted]. At that point I was so fed up I wanted all of my items out of the storage unit. [redacted] allowed me the entire weekend to get all of my things out of the storage and moved to another storage facility that is not U-Haul Company.Desired Settlement: I want the amount of the gift certificate in the form a of check in the amount of $95.50. I think it is not acceptable for this company to continue to handle matters they way that they are and they need to be held responsible for their actions.
Business
Response:
September 9, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. She informed our office she left a message on [redacted]’ voice mail advising her she can contact [redacted] Company to file a claim. She provided the telephone number for [redacted] as well as her call back 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.
Once again this goes to show how U-haul does not pay attention to content. I received a voicemail from [redacted] on September 8th at 12:16 pm and she stated that I needed to file a claim with an insurance company by the name of [redacted] regarding the mold. In my complaint I only mentioned the mold to make reference to how long I have been having problems with the company. The mold issue was not the nature of my complaint. It was the fact that I was supposed to receive a free month because of the issues I was having with the site manager and the employees there. Once again U-haul did not follow through on their promise to provide me with a free month for my storage. I also called back on September 8th at 1:11 pm to respond to the message I received from [redacted] to inform her that the mold was not the nature of my complaint but spoke to [redacted] yet again. The way she spoke to me was very unprofessional. I told her that she was being unprofessional and at this point she continued to speak over me and ultimately hung up on me in the middle of my sentence when I was trying to clarify the situation with her. I called back several times with no answer and the fourth time her manger [redacted] answered the phone and I informed him of what happened. He stated he would have a chat with [redacted] and give me a call back. It has now be over 48 hours and I have not received a call back from this office. I will reiterate myself once agin, that the MOLD is NOT the issue but I want a refund for the amount of $95.50 because the free month of storage that was promised was NEVER provided to me.
Regards,
Business
Response:
September 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted], reviewed the recent information [redacted] provided. She informed our office [redacted] was contacted on or about September 11th and was advised of a refund for $95.50 that was issued back to her credit card. The refund should post on her next credit card statement.
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 used U-haul u-pod service in order to relocate from the Chicago region down to Houston Texas during the first week of June. Due to an error on u-hauls part, my belongings were not delivered on the guaranteed date. Furthermore, u-haul was unable to locate my belongings. This became a three week ordeal of dealing with close to a dozen different people in order to locate my belongings. After three weeks of living out of a duffle bag and sleeping on the floor my belongings were located and delivered to me. I was told by multiple people that I would be issued a full refund for the cost of the u-box as well as reimbursed for material that I needed to purchase while waiting for my belongings to arrive. These included a single pot, a single pan, a towel, and work clothes (As I had to have a certain level of business attire for training after two weeks) to name a few items. I was told this by several people from u-haul whom I spoke with including but not limited to [redacted], [redacted], and [redacted]. After speaking with [redacted], I was told that the reimbursement check would be separate from the refund check. I was instructed to scan the receipts that I had saved and provide them with an itemized list including the cost and a brief explanation for the item. All of this I happily complied with. After over a month went by without receiving a check I e-mailed Mr. [redacted] to inquire why it was taking so long. I was then contacted by [redacted] who told me that only a single check would be issued and that the matter was closed. She explained that this had been the agreed upon arrangement (which I had never agreed to and have e-mails proving this fact) without citing who specifically I had allegedly made this agreement. When she disclosed the amount of the first check I explained to her that this was the refund and not the reimbursement check stating specific amounts and dates as well as the summation which equaled the value she stated. She has since ignored my reply. I am not asking for compensation for three weeks spent sleeping on a floor I am just asking to be reimbursed for the items I had to purchase which I otherwise would have had no need to do so if not for their mistakes.Desired Settlement: I wish to be reimbursed for the items I had to purchase due to u-hauls mishandling of the situation. I furthermore would like an apology from them for their horrid customer service and mishandling of every single aspect of this ordeal.
Business
Response:
October 22, 2014
Revdex.com ID# [redacted], [redacted]
U-Haul Ref# [redacted]
Thank you again for your continued concern for our customer Mr. [redacted].
In an effort to bring closure, a supplemental refund check for his out of pocket expenses in the amount of $209.80 has been requested for Mr. [redacted]. He should receive the refund within the next 10 business days.
Thank you for your continued support.
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 have yet to be contacted by a single person apologizing for the companies mishandling of the situation and dreadful customer service in every aspect of this issue.
Regards,
Review: I rented a truck on 8/30/14 at 7:45am. Truck was ready, everything was in order. At the time I was told to return the truck 7/8 full. Additionally, this was circled on the ticket. When I returned the truck just after 10am, the person in charge was running around, trying to get people handled and suggested I simply leave the truck and paperwork and he would send a bill to me. Little did I know that he wouldn't inspect this truck for over an hour, and that he would charge extra for gas. I returned the truck at 7/8 full yet was charged $10.00, I have taken the steps of calling this office and also writing to the corporate offices to no avail.Desired Settlement: I want the $10 credited back to my credit card since I fully complied with what I was told by the person in charge.
Business
Response:
December 11, 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 Northeast Expressway, followed up on the information Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
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 manager or whoever didn't address the fact that when I returned the truck, it had 7/8 of the tank full (as noted on their receipt). Additionally, I have scanned the gas receipt (also attached). It was very light when I scanned - I can attempt to scan it again if you cannot read it.
Regards,
Business
Response:
January 13, 2015
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 Central Georgia Regional Office, reviewed the recent comments from Mr. [redacted] to your office. She spoke to Mr. [redacted] and informed him of a refund for the $10 fuel charge back to his [redacted] account. The refund should post on his next credit card statement.
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 received inadequate service from UHaul which resulte in additional stress added during my relocation
Feb 23, 2015, I made a reservation on the UHaul website for a 20' van an appliance dolly from [redacted], SC to [redacted], SC, I was to pick the van up from U Stor It in [redacted], SC. The day before my pickup I received an email stating they change my location for pick up to [redacted], SC which is about 10 miles away but upgraded my truck. When I got to the location the agent there told me they did not have a dolly. I had to get the truck to my storage because I had individuals meeting me to get my things moved. On my way to the storage, I waited on hold for a representative for about 15-20 minutes and when he answered, he advised me that I needed to go to an authorized dealer at [redacted] in [redacted]. Although this was out of my way, I had to make another 10 mile trip back to [redacted], when I got the the pawn shop, I was advised they do not accept credit/debit cards, only cash, I left to get cash, went back to the location and then was advised UHaul system was down and they could not help me. Again I had to leave this location, and drive back to my storage while trying to reach a rep from customer service. After reaching a rep, I was told to go to the UHaul in [redacted] on [redacted], so once again I had to leave my storage an drive more than 10 miles to [redacted] where I finally received my dolly. First of all I am 7 months pregnant, as stressful as moving is, this made my situation a lot more stressful. I had people assisting me to move because I am not able to lift heavy objects, but I wasted so much of my time as well as others' time because this company went and changed my original request, made a mistake, and expected me to pay for it. I also received an email stating that they confirmed I was dropping the truck off at a location on [redacted]. I never agreed to this, as a matter of fact, I did not put a location for drop off at all because I wasn't sure of the UHaul that was closer to my new residence. I ended up dropping off the truck and Dolly at U Stor It on [redacted], in [redacted], SC. I also requested that a supervisor contact me back about this issue, but I have yet to hear from anyone. I would like for UHaul to resolve my issue because they made this move a nightmare for me because they were very unorganized and they wasted so much of my time that I needed for my move on 2/28/15Desired Settlement: I would like a refund back for having to go back and forth due to the information that I was given my your agents. I took 3 trips to [redacted] on 2/27/15 when my original location selected for pick up was not even in a [redacted] location. I didn't originally choose that location because I knew it was out of my way. But as a result of your mistake, I had to travel more than I should have, I incurred more stress, and I had to deal with this all on top of being 7 months pregnant.
Business
Response:
March 4, 2015
[redacted] ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our South [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her of a refund for $119.84 as an adjustment on her rental. The refund was issued back to her [redacted] Card 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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: they took out money out of my account and I do not have any thing to do with this place at all. The only reason they say they took the money was to get my attention as the storage space was rented to a son of my financee and they wanted to get hold of him and they said they had my card number on file, from a time I had paid a month rent for him and now I have to fight to get my money back and they say they do this all the time. Which I think this is stealing and they should have not done it the way they didDesired Settlement: I think they should give the young man back all of his things because of all the trouble they have caused to my account as they tried to take all the money that was in there
Business
Response:
February 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Mr. [redacted] concerns to our office.
[redacted], GM for our U-Haul Moving and Storage of Downtown Jacksonville, followed up on the information Mr. [redacted] provided. He informed our office he spoke to the credit card holder and explained he had reversed the charge on her account.
Please be advised if a storage account is delinquent and a credit card is listed on the account, we will charge the card in order to re-establish contact with our customer and avoid lien fees and/or an auction of the storage contents.
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,
[redacted] I do not accept what they say as it took almost 5 days to get the money back,it took the words of calling the police to start action to get it and was told I was I would get it back in less than 24 hours on the 16th of February and it took all week to get it back,it took them only hours to take it out of my account which it did not belong to the person of the name on the rental unit and what is going to stop them from doing that again to me for some one that is behind. I was told I could not talk to any body other that [redacted] as he was the one that caused all of this mess that could have cost me a lot of problems and head aches as it cleaned out mt account and I did not have the money to put in to live and pay my bills
Review: UHAUL COMPLAINT:
t” look on his face as if he didn’t even know what I was talking about. [redacted] also said that [redacted] put the alert on and stated that he can put whatever excuse he wants to put under someones drivers license to keep them from renting. I told [redacted] about how rude and offensive his boss was to me on the phone and instead of an apology I get e- alerted with a fake reason to not rent to me. [redacted] says I would never put you on there for no reason but he’s ([redacted]) my boss and my hands are tied if I wanna keep my job. This is my experience with Uhaul in the last 3 months. The thanks I get for all the money I spend there (literaly 1000’s every month). Refering all of my customers to Uhaul for storage and rental needs. Im treated like a thief, liar, and disrespected. Both store managers that we rent from know and love our business as I would if I had a customer spending that much money on my business.I do not care about any reinbursements, discounts or any coupons from Uhaul but I do want this [redacted] to first, take me off of e alert and second, call me and apologize for his actions and mean it. I would ask to have his VP to apologize too but that’s probably asking too much.
To whom this may concern,
Let me start off by saying I am not complaining about Uhaul Company as a whole because the 2 stores that I rent trucks from daily have been nothing but professional to me and everyone at our business including my customers and both locations that I rent from go out of their way to make sure they have equipment for us to rent if we need it. As I was told by both store managers, we are one of their better customers considering we rent almost on a daily basis for both local and long distance and we literally spend $1000’s each month between both stores renting equipment that we need to run our business. I’ve been in business for 10 years for myself and I preach to my guys how important it is for them to be professional and do a good job so that our customer spends their money with us when they decide to move(we are a moving company)again. That’s every company’s goal right? Well I thought that was the case until I met [redacted] (marketing president of our area Uhaul) over the phone about 3 months ago.
So as I stated, I rent almost on a daily basis with Uhaul. I always pay what’s owed on any rentals we have no matter what the cost. I was at Uhaul in Springdale, Arkansas one day (over 3 months ago) picking up a truck for a one way rental. All of the workers at that location know me considering I am there so often picking up equipment. As anyone would have done, I told the workers how much money our business had been spending with them every week and I asked them if there were any discounts that Uhaul offered for repeat customers. They told me Uhaul didn’t offer any discounts but that since we rented the truck on a daily basis Uhaul could rent me the truck on a weekly basis(every 6 days) and that the miles charge rate would then go down to .40 a mile after miles allowed with rental. I agreed that we could save some money on the miles so I rented the truck as Uhaul suggested. As I stated, it was explained to me that it was a different way to rent the truck that would make the mileage rate lower after miles allowed. Not discounted (everyone pays that rate on one ways). I paid full price for the rental. I rented the truck for 5 weeks and paying full price each week for the truck (remember this statement).
After 5 weeks I get a call from the Uhaul center that I rented the truck from telling me to return the truck to the store. I asked the person on the phone for an explanation and they tell me I have to speak to the store about it so I fuel the truck back to where it’s suppose to be and return the truck back to the store. When I get to the store they check the truck back in and tells me I have to call someone named [redacted] (didn’t know who this was at this time). I called the number they gave me for [redacted] and a guy answered. I explained to him who I was and asked why I had to return the truck. He ([redacted]) proceeded to tell me that I was getting rates that were “too good” and that I needed to pay what everyone else was paying to rent at Uhaul. I explained to him that I didn’t know I wasn’t paying what everyone else was paying and that I wasn’t the average (rent twice a year) customer. He ([redacted]) stated that he had told the manager ([redacted]) to return the truck from me and for me to pay regular rates. I felt that this [redacted] was rude in the way he came across as if I had stolen the truck or if I had held the store at gunpoint to get whatever discount he said I wasn’t suppose to be getting but I didn’t voice my opinion about how unprofessional and rude he was at that time. I paid the rental contract and went on about my way.
3 months have gone by now and I’ve spent another over $8000(check all rentals with my drivers license) with Uhaul and have rented probably 30 or more trucks with no issues until now. I called to reserve a one way on Sunday January 4th, 2015. We were in the middle of using the rental truck and the truck lost power and wouldn’t go over 5 miles per hour. I looked down and the truck engine was still running but the oil pressure level was down under 0 so we pulled over and parked on a side road (the responsible thing to do). I immediately called the Uhaul where we rented the truck from and spoke to [redacted]. [redacted] instructed me to call the Uhaul breakdown hotline so I did. Called Uhaul hotline and they told me not to move the truck and that they would send a tow truck to tow it. They gave me a reference number of [redacted] and told me to call ###-###-#### if no one was there within 45 to 60 minutes. We sat there for 2 hours waiting on the tow truck to pull up and no one ever showed so I called the Hotline back and the lady on the other line called to see what the holdup was and was told they (nwa towing) were still about half an hour away. I explained to her that I had to get my daughter by 3 from school and that we had customers waiting on us. She (Uhaul) instructed me to leave the key on the seat and go ahead and leave.
I called the next day as instructed to make sure that Uhaul got the truck and see what they would do about it breaking down on us in the middle of us using it. I spoke to a rep named [redacted] at the store where I rented the truck and he said he would have to call around to see what they could do. [redacted] called me back 2 hours later and said I would have to speak to [redacted]. I asked [redacted] who he was as I didn’t remember him from 3 months ago. [redacted] said he is the big boss and you’ll have to talk to him so I asked [redacted] why would I have to speak to the big boss on a broken down truck and [redacted] said that was what I was told to tell you. I went ahead and called this [redacted] again and immediatley he went on about how Uhaul didn’t find anything wrong with the truck and there was nothing that Uhaul would do. He was short and rude. He then begin talking about the truck rental from the above story asking if I had gotten any more discounts and telling me that Uhaul didn’t offer corporate rates and that if I needed a discount to go over to [redacted] and or [redacted]. I was surprised that he would even mention a past rental and showed no interest in the broken down truck that they had me call him about. When he was done being rude and insinuating that we were lying about the broken down Uhaul, I begin to explain to him how unprofessional I thought he was and how I didn’t appreciate how he insinuated that we lied about the truck to get a discount and how I was a business owner myself and how I would not be able to speak to my customers the way he spoke to me and that if I had customers spending a lot with our business I would reward them(as most businesses do) with some type of discount(if they ask) to keep their business and not accuse them of being thieves. He ([redacted]) continued to display his customer service skills by asking “are you done?” I told him sure and he hung up.
I jumped on the phone with Uhaul to complain about how he spoke to me. At this point I did not care about any discount. I wanted this [redacted] to apologize to me for treating me as if I had stolen from Uhaul (very offensive). I called an 800 number and it connected me to Uhaul in Tulsa. I explained to them that I wanted to file a complaint and the lady on the other line tells me that her boss is [redacted] and he is the president of this entire area over Uhaul and that no one is above him and that’s theres really noone to complain too about him because of his position. I asked her who I would speak to too file a complaint and she tells me you can speak to his assistant who is a VP to file (waste of time). She connects me to the VP and I begin to explain to the VP about everything and he tells me” I wouldn’t put it past you”. Remind you, I have never met either of these guys. Not [redacted] and or his VP and I have this VP saying to me on the phone that”I wouldn’t put it past you”. He (the VP) even repeated himself to me after I said “excuse me”. I ask him for his name and told him that I would call someone else. After some [redacted] I found a number for the corporate office in Phoenix, AZ. I called and got a customer service lady who I explained the breakdown and dealings with [redacted] and his VP. She said she would have the truck rechecked and forward my complaint to the corporate office.
That was 3 days ago when all of this happened. I went this morning to pick up a Uhaul truck at the location I rent from every other day and was told my driver’s license came up on Uhauls e alert system and that they couldn’t rent me the truck. I called e alert to find out why, as I don’t owe uhaul any money. I was told the Uhaul in Springdale Arkansas ([redacted]) alerted me for an outstanding balance and that I had to speak with someone at that store about the alert to get it taken off. I explained to the Uhaul rep that the $14.00 she said I owed was paid; I had the receipt in my hand showing where I paid it. The rep said I had to go to the store to speak to the manager about the alert because the manager ([redacted]) is who put the alert on my license. The rep also stated that the alert said Uhaul didn’t want to do anymore business with me because I call in broken trucks too much (remember this statement). I got in my car and drove to the Uhaul store (30 miles away/ 60 miles round trip for me). When I got there I asked the store manager about the alert Uhaul Customer service said he ([redacted]) put on my drivers license. [redacted] denied putting it on there and said his boss ([redacted]) put the alert on there.
I explained to [redacted] that Uhaul’s Call Center said that he ([redacted]) had e alerted me for calling in broken trucks to much and that he ([redacted]) didn’t wanna do business with me anymore because of that. [redacted] (Store Manager) paused and looked at me with a, “that’s b
Im not sure why this guy ([redacted]) has it out for me because I have always paid Uhaul whatever the bill was. Seems that he took it personally that I voiced my opinion about his customer service skills but I didn’t appriciate him suggesting that I somehow held The Uhaul Center in Springdale Arkansas at gunpoint for discounts and or I am petty enough to pull over on the side of the road with a Uhaul truck and wait for over 2 hours for a tow truck to receive some type of discount. Insulting. I wouldnt think a man in his ([redacted]) position (MARKETING PRESIDENT OF UHAUL)would stoop to the level of e alerting(fake reason) customers just because they disagree with how he handles a situation. If you have any questions as to how much I spend at Uhaul or about my integrity you can call [redacted] (Store Manager) directly at the Twin City Springdale Arkansas Uhaul Center and he will vouch for me or you can call Stop and Go in Rogers Arkansas and ask any of the family that runs that Uhaul there who their best customer is. Their opinions of me will be based on facts (returning trucks clean/other equipment, with proper fuel, no damages, paying any overages, renting very often) and not after a heated conversation with me. I’ll await your reply.
PS: I DO NOT and HAVE NOT called in broken down trucks in years and would not unless I feel it is necessary and for no other reason. You guys can verify that too o
I have proof of everything I said above and supporting documents if needed.Desired Settlement: I do not care about any reinbursements, discounts or any coupons from Uhaul but I do want this [redacted] to first, take me off of e alert and second, call me and apologize for his actions and mean it. I would ask to have his VP to apologize too but that’s probably asking too much.
Business
Response:
January 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that approximately three months ago he spoke to Mr. [redacted] and explained that although we appreciate his business, the additional free mileage he was given on past rentals would not longer be offered on any future rentals. Mr. [redacted] continued to request discount options and Mr. [redacted] replied that he was welcome to contact our Corporate Moves Department to see if they offered commercial type rates that would help him. On a local level, however, Mr. [redacted] went on to relay that the additional miles at no charge would discontinue. He also apologized for any inconvenience. More recently, on January 6th, Mr. [redacted] contacted Mr. [redacted] to discuss his rental regarding a truck he rented that he states had lost power and smelled like antifreeze. Mr. [redacted] apologized and stated he was not aware of the specific circumstances surrounding his rental but he would make some calls to research the issue. Mr. [redacted] spoke to our Repair Dispatch Manager and was told a wrecker company had picked up the truck in question and it was inspected by a mechanic. The report came back that there was nothing found mechanically wrong with the U-Haul truck. Mr. [redacted] relayed this information to Mr. [redacted]. Before he could finish with his explanation Mr. [redacted] became agitated and asked Mr. [redacted] if he was accusing him of making the story up so he didn’t have to pay the bill. Mr. [redacted] replied that he was not saying that and asked if he needed another truck to finish the move. Mr. [redacted] said he did not but that he wanted some type of compensation. During the same conversation Mr. [redacted] brought up their previous conversation about contacting Corporate Moves. Since we were not able to accommodate him, Mr. [redacted] advised him that he believed [redacted] and [redacted] have commercial rates that might work for him. Mr. [redacted] told Mr. [redacted] he needed to allow him to talk, therefore, Mr. [redacted] only listened to him state how he spends thousands of dollars with U-Haul and how he felt he was being disrespected because we would not give him his money back on this rental. After Mr. [redacted] was done, Mr. [redacted] asked if he was finished and ended the conversation. Please be advised a refund will not be issued.
As far as the E-Alert file, Mr. [redacted] advised our office that it appears the balance of the rental was paid and Mr. [redacted] has been removed from E-Alert. He also mentioned that according to the mechanic at the repair shop where the truck was taken, the truck had been driven over what looked like a bucket of drywall as it was all over the undercarriage and on the side of 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
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.
Well fortunately for me my cell phone records every conversation made to and from it. Most of everything I just read is untrue and as I said I can prove it with the actual phone conversations. I rented a truck yesterday from U haul so I'm gonna assume the whole e-alerting me because Mr. [redacted] says I call in too many broken down trucks is now void(what I was told I was e-alerted for) and was also removed. Otherwise I will not contest the issue any longer as long as I am not continued to be a target of Mr. [redacted] for whatever his reasons are. As far as discounts, if any U haul dealer offers me or any of my customers discounts we will be accepting them as anyone in their right mind would(doesn't make me a thief). As far as Uhaul equipment breaking down, as I stated, I am a responsible renter and if any rental truck (whether it be U haul, [redacted] or any other truck rental place) breaks down I will do the responsible thing and call the breakdown hotline as I am instructed to do whether the truck stops because it is low on coolant or stops because drywall paint has impaired the truck somehow(whatever the reason). As far as the apology, I have not heard from anyone from Uhaul with an apology as to this whole handling of me(the customer). Me being a business owner, I have to call and apologize to customers all the time for even just my movers being 10 minutes late to their address.
Regards,
Business
Response:
February 2, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our President for our Tulsa Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that you refer to the information he provided in our original response to your office dated January 14th, which addressed Mr. [redacted]’s concerns. No further action will be taken.
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 rented a trailer on 12/4/2013. While pulling the trailer, I utilized the [redacted], and went through a tollbooth (maybe 2, one in either direction?). I had no method by which to pay the toll as the tollway only has "Tolltag" type payment systems. That, in of itself, is not the issue.
Today, 4/21/2015, over 16 months later, I receive an e-mail "invoice" for $31.96 for this $1.96 toll, and a $30 admin fee.
16 MONTHS later.
I'm not disputing the toll, I'm happy to pay it... I took the trailer down the tollway. No contest. What I SERIOUSLY object to is receiving a bill almost a year and a half later for a toll that I told them about, but they said would be applied to my charge-card along with the bill for the trailer rental. Perhaps it's my fault for not realizing the amount on my charge-card was not for the trailer AND the toll.
This is a REALLY poor example of customer service.
Shortly after THAT e-mail, it seems there is another in my e-mailbox saying that they will "settle" the charge for the $1.96 and a discounted $5 admin fee, $6.96 total.
I'm kind of speechless.Desired Settlement: The $1.96 is fine. The admin fee should be waived as I inquired about the toll charge when I dropped off the trailer, and was told it would be included in the charge to be run on my credit card with the trailer rental charge.
Business
Response:
April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him the extra fees have been cleared.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