J.R.J. Tara Corporation

Review: I rented a U-Haul in [redacted] WA on July 14,2012 for my move to [redacted] SD.I rented a 17ft truck with a car transport to pull my SUV. I traveled with a girlfriend. The cost of the truck was 1530.00 plus fuel. In [redacted] ND the carport blew a tire and had to call the highway patrol for help. The officer and myself called the 1-800 number from the booklet and told the call center employee about the breakdown, we gave the call center the information about the carport and they said it would take 2 hours to get a tire to us, they had to come from [redacted] ND. After the service center came the driver told us that the call center gave him the wrong information and he had a tire that fit the truck not the transport. The service center called his shop in [redacted] to request a correct tire and informed me it would take another 2 hours for the tire to reach us. There was no where to pull over or even find a safe place to park and the temp was 98 degree's. After the second time waiting for the tire, it came and the tire was for the carport but it was the wrong size, there was mis-communication from the call center to the driver and was once again told the wrong information to the shop. I talked to the call center and was told they couldn't get us another tire for some time, that really told me nothing just we would be sitting another 2 hours or longer to have someone find a tire. I was told since it was Sunday it would be a long wait. What if I had a child or infant with me or an elderly person we would be sitting in a hospital somewhere, it wasn't their relative so it wasn't important. I told the call center I wasn't waiting for 2 to 6 hours for someone to bring another tire if it came at all, my girlfriend and I took my SUV off the transport and we had to unpack the SUV and re-pack so she could drive it the rest of the was to [redacted], I had to fill the SUV up because I didn't think I would be driving it, so it wasn't filled up. This 3 hour trip from where we were stranded took us 7 hours.Desired Settlement: When I returned the truck on Monday I talked to U-Haul and [redacted] said they would reinburse the credit card I used she did 160 dollars, but her Supervisor promised another 200 dollars and a conformation e-mail for all of this, which I never recieved or the storage unit credit. I think this is so wrong of a large Company to do business like this, I know it only took a few clicks to take the cash from the credit card but why has nothing been done on to resolve this only promises not kept.

Business

Response:

August 13, 2012

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

Our records indicate a credit for $200.40 was issued to Ms. [redacted]'s Visa account on July 18th along with a supplemental credit for $160.00 issued to the same Visa account on July 25th. Both credits should post on her next credit card statement.

As we value Ms. [redacted] as a customer, we also sent her a $100.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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: 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: U-Haul employee informed me that my U-Boxes would be weight and I would receive a weight ticket upon request. I have called and my husband has called for these tickets. And now U-Haul is informing me that it was my responsibility to weight my boxes long after the fact. Now I won't be getting my payment for moving.

Our U-Boxes didn't arrive on time. When they did arrive we weren't informed of their arrival.

There was charges to the incorrect visa card. After being told it was fixed.

Emploee says this is the first time anything has gone wrong in 4 years. Its not our company. Stating that it was me not them.Desired Settlement: This is the third thing this company has done during our move. Multiple months of calling and trying to fix what they have done. And more stuff keeps coming up. I'm am tired of calling and fixes their mistakes. This company hasn't done anything to fix all of the wrongs. I want a refund!

Business

Response:

January 20, 2015

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

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central North Carolina Regional Office, followed up on the recent information Mrs. [redacted] provided. He informed our office he has been in contact with Mr. and Mrs. [redacted] by phone and will continue to research their concerns in order to reach a resolution.

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

While we appreciate the response given by Uhaul, their proposal to research the issue does not resolve anything at this time. If we accept this response then the Revdex.com will consider the matter resolved, which it is not, and we feel that to truly get any results from Uhaul the Revdex.com has to be actively involved.

Regards,

Business

Response:

January 28, 2015

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

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].

Thank you for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

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: On Friday, March 29,2013 I went into the UHaul office located at [redacted]. To rent a vehicle in which I was going to move a few pieces of furniture with my niece. Upon checking in with clerk, I specifically informed him that I did not want my credit card to be charged for this transaction. And that I would pay for the truck in cash. He informed me that the card would be charged a $100.00 holding fee, and that upon returning with the truck, my credit card charge would be reversed. And that I could then pay for the outstanding balance in cash. After waiting for over 2 hours for another party to use the one and only elevator, we were able to move our things out of the storage facility. The furniture was moved and the gas level was refueled to the. Same level as when I checked it out. We proceeded to go to the facility to return the truck. Upon walking up to the cashier , I was informed that he was going to charge my credit card in the amount of $34.40. At that time I informed the cashier that I wanted to pay by cash and that I did not want my credit card charged. After several minutes of him inputting information into the computer, the sales clerk then proceeded to say that he owed me a credit of $65.60. I then informed him that he did not owe me that amount,and that I owed U Haul a total of $34.40. He become very rude saying that since the clerk that completed the out going order incorrectly that I would have to have my card charged. I proceeded to tell him that I did not want my card charged and that here is the cash payment of $34.40. This sales person by then proceeded to tell me that the matter could be resolved by them voiding out this order, and resubmitting a second holding charge of $100.00 on my credit card again. I informed him that why would I allow U Haul to put a second charge on my account after messing up the first one? After going back and forth with this for over and hour, he stated that he could not do anything.Desired Settlement: Cont. of complaint - clerk stated that the original clerk input my payment method in as cash and not as a credit. I then informed him that, that was not my issue, all I wanted to do was pay my bill in cash. He then proceeded to speak with the district manager. He wanted me to allow them to recharge my card again. When I would not allow this, he hung up on me! There is more info. Desired Resolution- Employee reprehend to be placed in the employee's file. No charge for the truck renta.

Business

Response:

April 12, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the error. Ms. [redacted] assured our office the matter would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: on 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: We made our reservation with U-Haul two weeks prior to our travel date to be sure and have a truck reserved for us. Today July 30, 2012 my husband recieved a text message asking him to call and confirm our reservation with the specific location that we had one with. He contacted them and confirmed, they informed him that they did not have the truck that we reserved for August 1, 2012 available but did have the vehichle trailer available. We are moving over 200 miles away and have 3 days to make this move. My husband then contacted customer service to make them aware of the situation. They just told him to contact the store that does have the specific truck that we needed. He did so and was unable to reach anyone at that location. We had to contact another truck rental agency in hopes that they would have something available in such short notice. We are very unhappy with the customer service we have recieved and the added stress that this company has given us in an already stressful situation!

Product_Or_Service: 07/22/2012

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

We would like U-Haul to reimburse us the difference that we are having to pay Budget because of their company not following through with a reservation that was made two weeks in advance.

Business

Response:

August 14, 2012

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

Our records show Mr. [redacted] rented both a truck and an auto-transport on July 31st from our Odessa, TX U-Haul location. Ms. Judy Soper, our Executive Assistant for the U-Haul company of [redacted] TX, left a message for Mr. and Mrs. [redacted] requesting a call back if they wished to discuss their concerns further.

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

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.

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: To Whom It May Concern,

This letter is to express my dissatisfaction with U-Haul and it’s the privately owned dealers that U-Haul gives renting privileges to. After deciding to rent an enclosed trailer for a move I contacted the local U-Haul in [redacted]. I reserved the appropriate trailer for the move, an enclosed 6” x 12” trailer. I confirmed with the staff members that I would be picking it up on May 31, 2014 at the [redacted] location at 7:00 am and would be expected to return it to that location within 24 hours. I received a confirmation email with the same details. Four days before I was expected to pick up the trailer I contacted [redacted] U-Haul and confirmed my reservation. Again, it was confirmed that I would be picking and dropping off my enclosed trailer to [redacted] on May 31, 2014. Less than 24 hours before I was expected to pick up my reserved trailer I received an email informing me that I would picking up the trailer in [redacted], **, a location that I had not requested, nor reserved a U-Haul at. After making several phone calls I was not given a specific reason as to why my reservation was changed, less than one day before I was to pick it up. I was told that it was due to “traffic issues”. I explained that I specifically rented it at a location of my choice, and that is what I paid for. Changing an order is not acceptable. Due to my frustration, I was credited $50.00, but had to pick up my trailer at [redacted] at 9 am, two hours after my planned departure time, to [redacted], over 4 hours away.

Saturday morning, my father drove to [redacted] and had to search for the location. The location name on the reservation email was not the correct name of the location. After finding the location he presented the dealer with my reservation number to pick up the trailer. [redacted], owner at [redacted], insisted that he did not have a reservation under my name, despite showing him the email that confirmed the reservation. My father called the regional manager, [redacted], who confirmed the reservation over the phone. Yet, [redacted] refused to rent the trailer to us. He proceeded to curse and yell and kick my father out of the store. My father left with no trailer and drove to the [redacted] U-Haul location, renting the only trailer they had available, an open 5” X 10” trailer. Since it was open, and much smaller than the trailer we had reserved, all of the furniture did not fit and I was forced to discard my futon cushion and cover. To make matters worse, thunderstorms caused my box spring and mattress to become wet, thereby ruining both. This is a direct result of U-Haul’s poorly affiliated businesses and unorganized reservation system. I lost several hundreds of dollars in furniture because I was not able to get the U-Haul that was clearly reserved, as shown through My U-Haul, email confirmations, and confirmed multiple times via phone with a manager. I am very disappointed with my experience I had with U-Haul and the [redacted] and [redacted] locations. I am aware U-Haul does not own the [redacted] location; however, it is U-Haul’s responsibility to screen and monitor a business that sells and represents their goods and services. U-Haul has lost customers because of this. If you have any questions or would like to discuss my dissatisfaction further please feel free to contact me.Desired Settlement: Replacement of lost goods including futon cushion and cover, mattress and box spring.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Dear Ms. [redacted], I'm sorry to hear that you did not have a good experience at the [redacted] dealership. U-Haul does pride itself on providing good customer service to all of our rental customers so I'm sure the issues will be addressed. Please call our insurance company toll free number to open a claim in regards to your personal items that got ruined ###-###-####. They will review your claim and offer a resolution. Thank you for taking the opportunity to let us know about your 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,

[redacted]Executive AssistantU-Haul International

Review: First of all, we made a reservation by phone for a 17 ft truck at the Lewis and Grand location. After I drove 45 miles to get to the location, the reservation was not honored. We had to drive an additional 12 miles out of the way to pick up a rental in [redacted]. Next we reserved a drop off for our one day rental at Mr [redacted] & Mr. [redacted]. When we got there Mr. [redacted] did not want to accept the truck. We returned the truck with the same amount of gas as when we received the truck. The next day Mr [redacted] sent us a fraudulent receipt for $46.20 contract no. [redacted]. There was the same amount of gas remaining in the tank when we left the truck with Mr. [redacted] as when we received the truck in [redacted] (12 miles futher away from where we reserved the truck- where we were supposed to get the truck).Desired Settlement: $46.20 for the fraudulent receipt plus $50 for my time wasted plus $13.80 gas for my vehicle to travel to Kenosha. Total Sought $110.

Business

Response:

August 1, 2012

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

Ms. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She left a message for Mr. [redacted] advising him of a refund for the fuel charges in the amount of $46.20 since the gauge was only off by 1/16th, and also a refund for the $50.00 Reservation Guarantee Fee for a total of $96.20. The refund for $46.20 was credited back to Mr. [redacted]'s Visa account ending in [redacted] and the refund for $50.00 was credited back to his Visa account ending in 8402. Both credits should post on his next credit card statements.

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: Problem & truck rental date: August 27

Order #[redacted]1 under name of [redacted] amount $75

Full cost of rental: $57.65

Refused to honor the "VIP" gift card- even though the UHaul corporate office customer service advised me that this is how relatives who live distant from the mover usually pay for the move when the client does not have the money to cover this.

Called corporate customer service the next morning. They checked and said the gift card was never charged, instead the bank card was charged despite my daughter's objective. After 30 minutes of working with corporate they said they would refund the money in 3-5 days, and charge the gift card through the corporate office, leaving a balance of $18.Desired Settlement: refund in full - my gift card has been cancelled out now and I'm out $75 plus the bank fees for my daughter's overdraft.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] whose name is on the actual rental agreement.

Our records indicate a credit for $54.45 was issued back to the [redacted] account on file on August 29th along with a VIP Certificate for $17.35.

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 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,

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!

Review: On Sunday, July 1, I went to the Master Tire shop in [redacted] OH in order to pick up the U-Haul truck that I had reserved several weeks ago in advance. After waiting a half hour for the lady who had the truck before me to return it, I asked the owner if I could get a discount -- as I had been waiting patiently, and my friends had been at my apartment also waiting for me to get there, as they were helping me move.The owner was reluctant at first, but then agreed to give me a discount.The next day I received a receipt for $77.62. Not only did this not reflect the discount the owner had previously agreed to dispensing, but it was actually more than what had been previously quoted inside the store. I also noted that they had charged me for gas, which is ludicrous as I had put gas in there, myself, before returning it.Since then, I have called the store, asking to speak to the owner, and told he would call me back. That was a week ago. I called back today, and got a very uncooperative conversation that ultimately ended in me being given a customer service number. At this juncture, I want a refund that covers the entire cost. I am beyond frustrated with the poor customer service, run-around, and outright fraud, and would like a resolution as soon as possible.Desired Settlement: I require a complete refund.

Business

Response:

July 17, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for not contacting her sooner and that she had issued a credit for $50.00 back to her Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Complete nightmare. I advised the rep. at the time I was shopping rates that I used PODS to move before. I filled the largest container fully & need exactly comparable to what I used. I was advised I would need 2 uboxes- 2 made the price less than PODS for shipping so I was hopeful but ordered 3 to be safe. It was nowhere close to the size & before too late forced to wait a day to wait on 4th UBOX - so I feel misrepresented & the cost is FAR more now. [redacted]/UBOX mngr admitted that this is a problem typical w/their reservation team & yet when I called to complain nothing was done. I advised [redacted]/manager on my pick up date to ship my boxes imm. 6/21 as my move in to ** was 7/12 & their delivery time is 11 days. June 24th I received a message my credit card was "declined" I immediately called & spoke w/ [redacted] who verified they miswrote the credit card #.I corrected the # w/her, all was well, & she verified w/me again that she would ship my items immediately & charge me the shipping too. she failed to do this. I assumed all was moving as the contract stated & per my convo w/ her & yet I rcvd email on 6/29 of late pymt fees. I called immediately again & could not reach the manager so I left a message w/ their cstmer service explaining again I gave [redacted] the correct card # already & they need to rectify immediately. No one called back, hwvr I was charged 7/1 for delivery fee indicating they had in fact had my correct card # all along & they failed to update their records. No one at any time advised me that my items were never shipped btw. I called again on 7/8 assuming since I was charged that items were shipped however they indicated they never shipped my items. I left numerous messages, emailed many times, texted, finally spoke to the gen. mnger who has yet to respond to me & cust.service. The nightmare & cost this has caused is unreal. I have home w/nothing, movers I had to cancel, no suits to start work, no RESOLUTION and ZERO response despite my many attempts they have IGNORED me.

Product_Or_Service: UBOX moving services

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just wanted my items delivered 7/12 as promised per my reservation, however due to their lack of response & attention they have provided no resolution & my move in date now will not be met. I now want a full refund for the suffering & extreme costs that I have taken on due to their error & simple lack of apology for their error. They insist on blaming me, when I have witnesses & evidence from my bank provided to them, that their claims of my card denial are absolu

Business

Response:

July 19, 2013

Thank you for your concern for our customer [redacted]

[redacted] the Storage Manager for our [redacted] Regional Office has been in contact with Ms. [redacted] Ms. [redacted] apologized to Ms. [redacted]for her recent experience with our company. A refund of $450.00 has been processed to Ms. [redacted]s credit card and should appear 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

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.

Review: I rented a uhaul from an authorized uhaul dealer on November 30 and when we got ready to leave to head to the new apartment, the uhaul broke down and we had to wait for roadside rescue to come thus we lost 2 hours of time. Because we did not make our move in time, we were charged a late fee. I spoke with the dealer about being compensated for the loss of time which resulted in the $50 late fee, however, he didn't seem to think it was an issue even though it was due to the uhaul breaking down that caused the delay.Desired Settlement: Since the dealer refused to reimburse me for the fee, I now want a refund for the entire purchase which was 98.00. Thanks

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. Her research showed no charge for a $50 late fee applied to their rental contract. Total rental came to $91.85, with a refund for $8.15 from the $100 cash deposit collected at the time of rental. As we value Ms. [redacted] and Mr. [redacted] as customers, Ms. [redacted] sent them a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below..I would really like someone to pay attention. I did not say I received a $50 late fee from Uhaul. I received a $50 move in fee from the company that I rent my apartment from. Again, my apartment charged me a late fee because I did not move in completely at the specified time. Why was I late moving in? Because your Uhaul broke down. I do not want a voucher for a uhaul as I will not purchase another uhaul in my life. The $50 that was asked was for the fee I received for not moving in on timeRegards,[redacted]

Business

Response:

Thank you for you for your continued concern for our customers [redacted] and [redacted], our Traffic Manager for our [redacted] regional office, reviewed the information Ms. [redacted] provided and relayed that he issued a refund for $50 on January 2nd back to the [redacted] account listed on the rental contract. The refund should post on their 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,[redacted]Executive AssistantU-Haul International

Review: My husband, [redacted], made a reservation at the call center for a 20ft truck on May 25th - pickup June 27th 2013. (Reserv #[redacted]) He requested pickup at [redacted] or [redacted]. We live in [redacted]. We needed additional days & mileage to get to **. They gave us the xtra mileage & days. They were to send email confirmation. No email came. My husband checked on line. The reservation didnt have additional days/miles they'd agreed to & it had wrong size tk. Called Reservation Center again! They transferred him to scheduling who corrected the truck size but to fix mileage & days he would have to call customer service again. Called them & guy said hed fix the days & mileage & send email confirmation. No confirmation came again! My husband checked on line a few days later & still not corrected! he called customer service again & asked for a supervisor. They transferred him to reservations again. Reservations said they couldnt fix it & he needed to talk to customer service. He called customer service AGAIN & asked for a supervisor. Was transferred to a regional supervisor on the job for only 1 week. She said she couldnt fix it & to talk to customer service again. He said no you fix it. He was on hold for 5 minutes & she came back & said it was fixed & she sent a confirmation email. On June 25th we received email that we were to pickup the truck 60 miles away! Called customer service. Said they couldnt do anything. Asked for a supervisor. Couldnt get one. Called back to customer service still couldnt get supervisor. We wanted the truck available at a close location or extra miles for the 120miles we had to travel to get it. They said no we can have 60. Unacceptable! I called corporate who transferred me back to customer service!! I left a message for a supervisor to call. NO CALL of course! No other company has a truck on such short notice. Were stuck & they know it. Unacceptable!!Desired Settlement: We would like $300.00 back. That will compensate us for the AGGREVATION - and that's an understatement - we had to endure in dealing with their rude & unresponsive calling centers over & over again, elusive supervisors & corporate's lack of concern for the predicament we were placed in 2 days prior to picking up the truck for a cross country move - and it will compensate us for the round trip mileage of 120miles to just pickup the truck!

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office she sent Mr. and Mrs. [redacted] the following email:

Good afternoon, I am writing to you in regards to the recent Revdex.com complaint you have filed with your current U-Haul reservation [redacted]. I would like to apologize that we cannot provide a truck for you at our [redacted] location nor our [redacted] location, we do work hard to provide the equipment at the requested location however due to high demands we cannot always meet those requests. Based upon research I see we were able to provide you a truck at our [redacted] location which is 52 miles from [redacted], **. To compensate for the change in location we provided you with 60 additional miles ($24 discount/value), which is based upon our compensation policies. Should we not be able to provide you a truck at the preferred location we will compensate you with the mileage that will be placed on the rental truck caused from having to pick up there. We do not compensate the mileage that is placed on your personal vehicle nor travel costs associated with having to pick up the requested equipment, that is our customers responsibility. I do understand that this is farther than you preferred which is why we have provided the 60 additional miles at no cost to you and savings of $24. Additionally you had requested us to match the mileage and days offered by a competitor which, unfortunately was not originally placed upon your contract, I do apologize for that inconvenience. Only a select few of supervisors can authorize those matches and unfortunately when you called they were not on shift. On June 8th a reservation manager was able to receive approval to provide the extra day and miles which is a $174 value discount on your rental. Our efforts to match a competitors rates or miles/days provide prohibit any additional discounts placed upon a reservation. However due to the inconveniences caused by having to be transferred multiple times and calling different numbers I will issue a $40 VIP certificate which can be used at any corporate owned U-Haul center nationwide. The certificate number is [redacted] and will be automatically activated June 27th, 2013 and is valid for 2 full years. We have now issued $238 in discounts based upon the additional mileage and day provided at no cost to you, but to us, as well as the $40 VIP certificate. Should you need any more assistance you may contact us at any time. Once again I am sorry for the confusions and the inconveniences and I wish you the best of luck on your move. [redacted] Executive Assistant U-Haul Co. of [redacted] Office [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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This solution was given to us by email while at the same moment [redacted] a supervisor was calling us telling us they would go get the truck and have it available to us at the [redacted], ** location which they did. So that solved that issue. We turned in the truck and the trailor without incidence and to this point we paid what we had expected and was contracted to pay. Uhaul needs to write to you and tell you what the final solution was - that is what I stated above. Then I can respond with an acceptance of the resolution Uhaul provided.

Regards,

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted]. I first want to relay my apology to Mr. and Mrs. [redacted] for misspelling their last name in my last response to your office. I meant no disrespect.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mrs. [redacted] provided. She informed our office she was not able to reach Mr. or Mrs. [redacted] by phone but did send them an email advising them that we had already notified the Revdex.com and if they needed further assistance to contact her 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,

Executive Assistant

U-Haul International

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