J.R.J. Tara Corporation

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: First problem started on August 8th when uhaul withdrew the coat to ship my ubox , I did not authorized this . There policy is you will be charged when you tell them to ship the box at not time did I tell anyone to ship my box , it took 4 days to get my money back this leaving me with no money for food gas etc.. after each call all I got was we are sorry your money will be back in any day . No one ever made a real apology or did anything to compensate me for my troubles. Now the the present . I called 3 days ago to get my ubox scheduled for delivery in a few weeks and I'm told its $300 more than I was originally aware of . I had reserved 2 boxes just in case I needed 2 and it would have been $1400 for 2 so I decided $ 400 for the second box as just not worth keeping some of my stuff so I opted to go with one box for $1054 . I talked to someone on Tuesday 10-1 and I was told on its supply and demand kinda thing! What! She toldme she would call me back yesterday and no call back and today I call her and no answer. Everything I own is in There and now I'm afraid they will retaliate and keep or damage my stuff. But I refuse to pay $300 more I would have just kept all my stuff and use both boxes.Desired Settlement: I want my stuff delivered at or below the price of $1054 for all the inconvenience I have suffered. And a real apology would be nice also.

Business

Response:

October 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Customer Care Representative for ou[redacted]L regional office, followed up on the information Ms. [redacted]provided. She spoke to Ms. [redacted]and they were in agreement on the amount of $1054 for the U-Box service. She also mentioned a delivery date was set up for October 17th.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had reserved a truck, certain furniture dolly and two sets of furniture pads from uhaul. When I arrived and we began inspection the milage on the truck was wayyyyy off, by the thousands, it had only one set of the furniture pads and a much smaller dolly than the one I reserved. They adjusted the contract for the milage, gave me the second set of pads but could not provide me the dolly, said to call later in day for when someone turns one in. We left and started to load the truck, discovered the ramp was broken and I called to let them know. Through out the day I called and checked for the dolly, which finally was available late in evening. They told me to come and pick up and to bring the truck so they could examine and note the ramp damage. I had to drive back and forth adding an additional 20 miles or so that I would not have added to the truck also making the amount of gas I needed to replace more. I got there and informed them I would be now using the late check in option and they said that would be fine and told me how. I then finished filled the truck, folded all pads, swept out truck and returned. I took pictures to show it was clean and dropped off keys. The next day, they charged me double saying it was a cleaning fee and I had complete double charges on my card. I called and left multiple messages stating I had pics and wished to question the cleaning fees and was never contacted gain. The charges were unfair because the milage was much more than I would have had from having to go back and the truck was not dirty. I was told by other customers that used the late check in that they were all charged the cleaning fees as well. It seemed to happen to everyone customer who used the late check in. I know that I returned it clean and the way it should have been. We were military for 10 years and did many moves using Uhaul and it has never been like this. I overpaid severely..my 19.99 uhaul came out to almost 200.00 betweenthe charges and gas. I cant afford this kind of surprise billing...I can provide a copy of the bill and pics. Thank youDesired Settlement: I think it is fair to have my overcharge refunded and the milage and part of the gas that I had not planned for and would not have had if not for them telling me to drive the truck back for their mistake and their faulty product needing to be noted. I also feel like the extra charges were for them to pay for the damaged ramp that the guy I spoke to within a half hr of leaving with the truck, said he thought had been fixed, which shows they knew it was damaged. Thank You, [redacted]

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. Paluchniak.

[redacted]s, our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her an email offering his apology and advised her of a refund for $70 to cover the extra mileage and cleaning fee she incurred, along with an additional $25 to help offset the inconvenience she experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a storage unit and paid two full months rent but moved out twenty days early. Then this storage rented out my previous unit and collected rent from next tenant on that unit again so that they got double rent from same unit. I think that double collecting is illegal and unfair to me. If you return a product to a store and they sold out it to someone else but don't refund money to you, do you think that is fair to you?Desired Settlement: I am requesting that this storage refund the portion of my rent that is $55.44 plus 10% interest.

Business

Response:

Thank you for your concern for our customer Mr.**.

[redacted], our Executive Assistant for our Oceanside regional office, followed up on the information Mr. ** provided. She informed our office she sent Mr.** the following email:

Mr.**, We received a copy of your complaint to the Revdex.com in regards to your storage rental at our Miramar location. After careful consideration of your claim, we are unable to give you your requested refund on the terms that we do not prorate storage rental fees as outlined in the rental agreement that you signed. Thank you for your time and we apologize for any misunderstanding.

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 5/30/13, I drove to this Uhaul dealer to have my propane tank filled. While my tank was being filled, a moderate gust of wind blew over their propane sign. It narrowly missed me and struck my truck, damaging the rear fender. I filled a claim (#[redacted]) that same day and was instructed to contact Repwest Insurance Company. My claims adjuster's name was [redacted], [redacted]. I contacted [redacted] and explained what happened, noting how the base of the propane sign didn't have enough sand in it to properly weight it down. I had contacted the manufacturer of the sign and was told the proper amount of weight to safely hold the sign upright was 100 lbs. I took photos the morning after the sign fell that clearly show there is not nearly enough sand in the sign base. Mr. [redacted] said it looked like a slam dunk and all I had to do was get an estimate of the damage and U-Haul would reimburse me. I've since gotten 4 estimates to repair the damaged truck. Their first offer was $325.70, which is roughly 1/3 of the estimated repair costs. Two weeks later, a second letter offered $465.28. A month after that letter, a third offer was made for $500.00. A week after this offer to settle, received a fourth letter stating they decided to decline any payment. Have called U-Haul's insurance company and left messages, but my calls are not returned. U-Haul should reimburse me for the repairs to my truck and fix their signs before they cause more damage, or worse, injuries to their customers.Desired Settlement: DesiredSettlementID: Other (requires explanation)

This U-Haul dealer clearly did not have enough weight in the sign base to meet the manufacturer's safety requirements, resulting in it needlessly falling and causing damage to my truck. This dealer should pay for the full cost of repairs, which, after averaging the estimates from local shops comes to $950.

Business

Response:

October 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] of RepWest Insurance Company followed up on the information Mr. [redacted] provided. He relayed that our GM of our U-Haul Center verified the base of the sign was filled to the manufacturer’s recommendations. However, as a courtesy to Mr. [redacted], we offered to pay 50% of the repair cost. Mr. [redacted] refused the offer and requested 100% of the repair. Although we feel we are not liable, the 50% offer was to satisfy the claim. When Mr. [redacted] refused the offer to resolve, it was pulled from the table and the file remains closed.

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,

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.

Review: On September 21, 2013 I rented a U-Hual moving truck for two (2) days. When I returned the truck on September 22, 2013 the total charges came t $165.26. At that time, I paid for the fees via my Visa debt card. When I came in toe return the truck the customer services rep. stated my truck had already been returned in Wilmington, Delaware. I have not been nor had a rented the truck in DE. The customer services rep advised they would fix the issue and everything would be fine. The following week my credit card was then charged another $170. At that time, both charges had hit my account in a total amount of $335.82. The next day, September 26, 2013, my account was then credited $170.56. Since September 27, 2013 Ive received numerous emails from the U-Haul Credit Department stating I owed $195.26, the original $165.26 plus a $30 late fee. I've called the credit department and the actual U0Hual location to resolve this issue. On Friday, October 4, 2013, I received a email notification my credit was charged the $195.26. At that time, I spoke to the credit department and was tranfered to their reservation department. My checking account is current in a negative status and accruing charges.Desired Settlement: I'm not sure what typeof settlement I can request since I have not done this before. Since these charges has caused my current bills to be late Im not sure what my rights are at this time! I want my funds refunded ASAP!

Business

Response:

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

[redacted], Senior Staff for our Ohio regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s rental charges were put on a Promissory Note and he paid the balance at our U-Haul Center. For unknown reasons, the information was not transmitted to our Collections Department and Mr. [redacted]’s credit card was charged on October 3rd. Our Center GM called Collections and a refund was then issued on October 8th. Our GM left a message for Mr. [redacted] offering his apology and advising him of the refund.

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 October 26th, 2012 I helped a co-worker move items that required the rental of a U-Haul cube van. I agreed to drive the truck and apparently allowed my drivers licence and perhaps my signature to be included on the contract as a driver of the truck. I was not aware that I was accepting liability in any way for the contract except that I was agreeing to drive the truck responsibly and safely which I did. my co-worker then dropped me off and according to him, returned the truck on time. He claims the balance was paid in full and thus the contract was closed. A few months later he said he rented another truck and had a dispute with U-Haul over the final unpaid balance of approximately $45.00. Now, nearly a year later, I tried to rent a truck from U-Haul and was surprised as a first time client to be denied services as I was on their `e-alert, parked contract' list. I was never once contacted by U-Haul to inform me that I was being implicated in my co-worker's debt, nor did he ever mention the dispute the few times I saw him. If he is properly informed and truthful, then I believe my involvement with his activities should have ended with the closing of the contract of Oct 26th 2012. Is U-Haul implicating me in a later contract than the one I apparently endorsed? I do not know what I involved myself with by helping this man as I only knew him through work, and of course, I never read the contract terms.

I have tried to obtain a copy of the contract but I cannot without agreeing that I am in fact the lessee, which I do not believe I am, and paying a ten dollar fee, adding insult to injury. Could you retrieve this information so that I may proceed to resolve this issue?Desired Settlement: Ideally, I would like to have my name removed from any involvement with this dispute as I have requested. The amount owing is less than sixty dollars. the day after I was refused service at U-Haul I rented from their competitor for approximately $200.00. I will continue to urge my co-worker to pay the balance, but it could very well be that he may not, thus forcing me to pay it or accept the consequences. How much business sense does it make to hold me liable for this Debt? We both work for the City of [redacted] where as a whole, we are our own consumer watchdog group, consisting of thousands.

Business

Response:

October 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We have since removed Mr. [redacted]s driver’s license information from the E-Alert file, which will allow Mr. [redacted]to rent 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: I placed a request for a rental on 10/24/2013 to pick up a 14' truck from [redacted] on Saturday November 2, 2013 at 9:00am. I arrived at [redacted] on Saturday 11/2/2013 at 9:05am and was told that I did not have a rental waiting for me there, the woman at the front desk told me that she had never received a reservation from headquarters, I retrieved my confirmation email and gave her my order number, she looked it up in the system and then stated that someone from the U-haul office located at [redacted] had reached out to me and said that they spoke to me and advised me that I would have to go there to obtain my rental. This is false, I never received a phone call or an email other than my confirmation email dated 10/24/2013 from U-haul or any of its representatives. The woman also told me that my reservation is guaranteed or U-haul is to pay me $50.00. I then had to leave that location and drive to [redacted] to obtain my rental. When there I informed the woman of the problem and wanted to know who had claimed that they had spoken to me and how to resolved the matter, she simply shrugged me off stating that she didn't know anything about that and to call ###-###-#### and talk to them. This completely inconvenienced me as I didn't get my rental until almost 10:00am and this location was further away from my destination which resulted in me putting more miles on the vehicle and costing me more for the total rental. I called the above mentioned number on Monday 11/4/2013 only to be told all the managers were out and my information would be forwarded and someone would reach out to me within 2 days this did not happen so I called again on Wednesday and was told that a manager would get back to me that evening, again nothing. I called Thursday and was told the same thing again, and again nothing. I called on Friday around 12:30pm and got one young lady who said she was the only person in that entire regional office and that no manager was available for me to speak with as she was all alone, she then stated that she would send an email to a manager and they would get back to me and again nothing.Desired Settlement: I would now like the entire cost of my rental refunded to me, at the very least I expect the $50.00 owed me for false advertising as U-haul guarantees my rental and they fell completely short in doing that, then bounced me around for a week.

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

F[redacted] our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] had scheduled herself for pick up at our [redacted] U-Haul location in [redacted]. The U-Haul truck we had available had broken down and her reservation was moved to a location less than 3 miles away. Mr. [redacted] stated we failed short of our obligation and issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee. She also left a detailed message for Ms. [redacted] and asked for a call back to discuss the situation.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I 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: Renting a storage unit. Been making payments up until October when I was told that I could not make payments anymore and that my property will be auctioned unless full payment was made. I have been making partial payments since this account was opened. Auction was supposed to happen Oct 13 2013. On oct 13 2013 I attempted to make a payment over the phone because was out of town for a family emergency & was told that I had to come into the office & could not make a payment over the phone. The next call I get from them is a month later saying again that my storage is behind & will be auctioned. I thought it was already sold in Oct.so now the balance is even higher than before and now I really can't afford it. When I tried to make the payment over the phone it was not accepted. I call the 800 number to complain and they make a conference call to a man named [redacted] who was very rude and accused me of refusing to pay when it was his staff that denied my payment. I was in tears on the phone from the accusations that this man was accusing of when I have been trying to make payments this entire time. I was then told that the full payment of now $600 in order to get my belongings. I have been trying to make payments to bring the balance down lower for months now & everytime they are denied because its not the full balance. Now I am getting phone calls & emails saying they have an offer or deal. I have been trying to make a deal with them this whole time and mmake payments on this account for months. I can not afford to lose everything my kids & I have. I'm already a single parent that's enough already. How can they deny me of making payments then but now make an offer? That is not right at all. & how can I be sure that my belongings are still in the unit as I left them? This auction was supposed to happen in October. My next step is to speak with an attorney. There are important things in that unit that mean alot to my kids things of their deceased father are in there & that can not be replaced EVER.Desired Settlement: I would like to be able to get my property & be sure that ALL of my belongings are in the units as I left them.

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. She informed our office she spoke to Ms. [redacted] and discussed her storage concerns. Ms. [redacted] relayed she had no way to pay the balance on her unit or to move out. Ms. [redacted] asked Ms. [redacted] to call her if there was an immediate change that would allow us to resolve the issue.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On 1/16/14 I took my 2005 chevy truck equinox for service. I was pulled over by a State Trooper because I was not aware my lights where not on or working. During their inspection ([redacted]) did a full diagnostic inspection and stated to me as well as put on my bill that this was due to **FAULTY TRAILER HITCH HARNESS** "FAULTY WIRING HOOK UP BY UHAUL". WHICH COST ME $315 TO HAVE REPAIRED. I contacted Uhaul location and their public relations/customer service center via phone ###-###-#### with no responses to anything.

This was their error and inproper hook up which caused me other electrical issues and thankfully no ticket for being pulled over. I have the proper documents to prove this was their error.Desired Settlement: Would just like the courtesy of reimbursement of $315 which cost me for their error. Please feel free to contact [redacted] on my behalf for any paper work or billing to prove this was a faulty wire hook up.

###-###-####

DATE OF SERVICE: 1/16/14

CUSTOMER #[redacted]

AMOUNT $315.00

Business

Response:

February 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and provided him with the telephone number for RepWest Insurance Company to follow up on his claim. Mr. [redacted] initiated an insurance claim for Mr. [redacted] and provided him with the report number during their phone conversation.

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,

I have spoken to 3 different people; 3 different phone numbers and now waiting to hear from the 3rd person now. I spoke with [redacted] (from Uhaul [redacted]) on Tuesday, the 11th and he wanted to get the car fixed, I told him it had to be fixed at the time the dealership had it for safety reasons and a warning from a State Trooper for no lights. I also informed him that we had all the proper documents to prove it was UHaul's errors that caused the faulty wiring, then I was given the following information:

To Contact their Insurance Company

Republic Western

My wife [redacted] tried that # only to be given another # ###-###-#### spoke with Emily and was given another name and # of the following:

###-###-####

Claim # [redacted]

I [redacted] called twice and left messages, no response. At this point I feel we are getting the run around and all I am asking for my husband and I is what is right. The return of the $315 (see attache proof) that we had to put out to get fixed.

Thank you again for any assistance you can give us.

[redacted] and [redacted]

Business

Response:

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Dave Horn, the Regional Manager for RepWest Insurance Company, advised our office he sent your office a letter explaining they are in receipt of Mr. [redacted]’s claim and once they have a resolution, his office will be in contact with him. He also relayed that if your office has further questions, you can contact him at ###-###-####, ext. [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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

My wife spoke with [redacted] 2 wks ago and was asked to send a copy of the receipt that stated it was a UHaul error hook up. I have done that twice. And now I have attached it to you also, so you can see all we ask that we be paid for the repairs of our car.

Thank you for your help in this matter.

Review: Booked trailer At the [redacted]reet Uhaul on Wednesday Feb 26, 2014, for Saturday March 1 2014. Trailer was booked for 9am.Call from Uhaul saying that they needed to move the pickup time to 1pm, to compensate, we are given an extension of the rental to the next morning.. Arrive at [redacted]reet Uhaul, told trailer is not available, Told to travel to **. [redacted] Ontario (57 km 1 way).Trailer is picked up, has some issues with the lights, tech gets it working.On Sunday March 2, we receive a call saying that the trailer needs to be back. I tell them we were given an extension and to call the [redacted]reet Location.Sunday March 2,5pm, while driving, trailer's lights fail. Pull into Truck stop in Mallorytown ON (386km from Hamilton). Called Uhaul, told they would be there in 20 minutes.Techs fail to show up for THREE HOURS. The temperature is steadily to -20 degrees Celsius, an unsafe temperature to be outside.Uhaul fights tooth and nail to prevent us from dropping the trailer until after extensive argument, manager [redacted] relents and allows trailer drop in RV parking zone of truck stop.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Complete compensation of the trailer rental.Secondary complementary rental of a truck to continue and avoid the technical that arose with the trailer.

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Re.

[redacted], our Traffic Manager for our Hamilton regional office, followed up on the information Mr. ** provided. She informed our office she spoke to Mr. ** and offered her apology for the inconvenience he experienced with his recent U-Haul rental. She also advised him of a refund for the $50 Reservation Guarantee Fee along with a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 put in two extra gallons of gas and there was no refund or credit given for this. Of course if I did not bring the truck back without gas, there is a $30.00 fee plus $5.00 per gallon of gas. But when I leave extra gas - nothing. I mentioned that the trucks do not have a gauge for 3/8, the closest is half a tank.I complained that there was no way to estimate how much gas you would need until you used it. When I complained about the extra gas left in the tank the employee replied back "It's only two gallons of gas.", it is still almost $8.00 that does not belong to them. If the situation had been reversed I would have owed them $40.00. There was no information concerning gas credit and I found the manager and employees unwilling to work anything out. I rented a pick up truck! I will not use there business ever again and plan on telling anyone who will listen about the treatment I received fromU-Haul.

Product_Or_Service: rental truckDesired Settlement: DesiredSettlementID: Refund

A letter of apology, a $8.00 check and a policy change.

Business

Response:

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email on May 19th requesting more information in order to obtain a copy of her rental contract in question. As of today she has not heard back. However, I would like to explain that our fuel policy is listed on the contract Ms. [redacted] would have signed stating U-Haul does not reimburse if the truck is returned with more fuel than when it was dispatched.

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: 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: U-Haul International, Inc. has on their website, [redacted], a reservation guarantee stating "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50. " Then there is a terms and conditions link that is very small and it brings you to the following page: http:[redacted]. They don't advertise the fact that they can switch you to a piece of equipment of the same or greater size to fulfill this guarantee. The issue with that being that in my case it cost me additional cost in fuel. They claim that they will keep you at the same price but in a large vehicle but the price difference was less than the $50 guarantee. So, therefore I am being harmed because it has cost me additional cost in fuel and uhaul is loosing less out of it because the price difference is only $23 between the 17 foot and the 20 foot.Desired Settlement: The $50 reservation guarantee to be honored and uhaul to put in the main portion of their advertisement this condition if they wish to continue this practice.

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] by phone and explained how our reservation guarantee procedure works and that the information is also available on our website.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25 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,

Executive Assistant

U-Haul International

Review: RE: UHAUL Contract #[redacted]I contacted UHAUL on [redacted] and spoke with [redacted]. I explained to [redacted] that I needed to move some items from [redacted] to [redacted]. I stated that I wanted to drop the UHAUL truck off in [redacted]. I also stated that I wanted the $29.95 UHAUL truck. [redacted] told me that I could rent a UHAUL truck in [redacted] and drop it off at the [redacted] location which is closest my house.[redacted] reserved the UHAUL truck for 9:00 am on June 5, 2014at the [redacted] location in [redacted]. We were quoted a price of $29.95 per day, $15.00 insurance, $.79 per mile, plus 102 free miles, and another discount when the UHAUL truck was dropped off. We were also told that the money would be taken off of [redacted]'s credit card when the UHAUL Truck was returned. [redacted] and I went to pick up the UHAUL Truck @ 9:00 a.m. We did not get the UHAUL Truck until 5:30 p.m. We had to prepay $205 to get the UHAUL Truck. The UHAUL truck was dropped off at the [redacted] location in [redacted], ** on June 6, 2014, at 11:30 a.m. with the gas replaced by [redacted]. The keys and contract were given to the receptionist because I([redacted]) had to go to work. UHAUL took the $205 plus is charging $70 for customer service charges and insufficient fees charges totaling an additional $200, total now is $405.Desired Settlement: I ([redacted]) and [redacted] would like the following resolution:RE: UHAUL Contract #[redacted]1.Any and all additional fees plus insufficient funds fees totaling $200 returned to [redacted]'s bank account.2. 102 free miles plus additional discount money returned to [redacted]'s bank account.Thank You,[redacted]

Business

Response:

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

According to the rental contract, Mr. [redacted] rented a 14' truck from [redacted] on June 12th to go one way to [redacted], WI. The truck rate was $163. The one-way rate allowed 102 miles and 1 day use of the truck to complete their move and drop at their destination as documented on the contract. The truck was rented with 3/8 tank of fuel and returned with 1/8 tank. Per the fuel agreement listed on the contract, if the truck is returned with less fuel, we will charge $5 a gallon and $30 Service Fee to bring the fuel level back to the same level as when it was dispatched. A Promissory Note is on file for the $82 fuel charge.

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 U-Haul to move 81 year old mother in law from [redacted] to [redacted]. Pick up location was changed two times. once on the morning of the move 15 miles away. Got truck in [redacted]. Drove to [redacted] to move mother in law closer to home in [redacted]. Rented truck for two days. dropped off the following night and calls u haul costumer service when I dropped off to let them know truck was in early. I was told that I should get a e mail in 24 hrs. . no email that Friday I get a email stating that I put 327 miles on truck. NO WAY. 122 miles mapped out with map quest checked and double checked all routes and only came up with 122. checked with rental place at drop off truck still in yard and has not been rented out . took pic of the odometer and it has 50 miles more than they reported on the millage in invoice miles should bee the same if truck never left the lot. Now I have to pay because I can not fight a million dollar company that can and will destroy a persons credit over a 89 dollar charge.Desired Settlement: just remove charges and do not mess with my credit

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], our Field Manager for our Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the picture submitted and reversed the Promissory Note in addition to the refund for the $50 Reservation Guarantee Fee that was issued to their Visa account. The refund should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: [redacted] price was charged in US [redacted] without notification to customer that the price was not in [redacted]

[redacted] purchased 9/25/14. Item #[redacted].Service rep: [redacted] (?). The pkg indicated the price was $11.95 but we were charged $17.95 and told that was because the price on the pkg was US funds. Bought 3 of them for a total cost of $61.98 [redacted]. Paid cash.

There was no signage in the store to indicate that price were in [redacted]. There was nothing on the pkging of this item to indicate that it was in US [redacted] nor was there anything on the display to indicate this. We returned on October 4 2014 to inquire why we were charged this amount and were told by the employee ' We are an [redacted] Company. We can do what we want' We inquired if all of the articles for sale were for sale in US funds and were told 'No. Just some things'

There was no signage in the store to indicate this bizzar pricing policy. At the very least it should be brought to the attention of customers. Following that company/clerk's logic we should be prepared to buy a Volkswagen in Euros just because it is a German Company!Desired Settlement: We want this company to display their pricing policy in big, bold letters in several places in the store for the edification of the unsuspecting customer. If they are going to price their items in two currencies the customer deserves to know this.

Business

Response:

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

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

[redacted] I appologize for the issues when purchasing your lock. Please send me your credit details and I will refund the difference to you, or you can stop in with your debit card. [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: yesterday I rent a Uhaul at this place. When I picked up the truck, I found that the true gas level was 3/4, not 7/8 which was shown on the document. I asked the staff to check and she confirmed and told me that just return with this 3/4 level. When I returned the truck, another staff handled the payment but refused to acknowledge the true level and insisted that the first staff made no notification or mark on the document and charged additional fuel fee. She said the first staff would contact me this morning but nobody did yet.Desired Settlement: Apologize and refund the additional fuel charge.

Business

Response:

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

Our records indicate a refund for $13 was issued back to Mr. [redacted]’s [redacted] account on October 30th and should post on his next credit card statement if not already.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Regarding: Filing a Complaint for U-Haul Contract [redacted]

I am highly frustrated with U-Haul. I have had nothing but a bad experience with this company.

I placed an online reservation on 8/11/2014 for a truck rental scheduled for 8/15/2014 and returned on 8/16/2014. Today is 09/02/2014 a hold is still pending on my account/card for the additional mileage for the rental. On 08/15/2014 a hold of $75.71 was placed. This was for $29.95 truck rental + $14.00 insurance + $10.00 dolly + $21.76 mileage and taxes. When I returned the truck an additional hold/authorization of $88.11 was placed for the additional miles. Then a few hours later the full charge of $163.82 was placed on my card, but the 2nd hold of $88.11 for the extra mileage as still pending on my account. I have not been able to access my funds for 17 days because of this excessive hold timing practices in addition to the bait and switch advertising that the 26 and 24 foot trucks were available.

Because no one has bothered contacting me about my account and concerns of not getting the truck I reserved that was advertised as being available upon booking the truck, I am now contacting the Revdex.com and [redacted]! In addition to the pending hold on my card. I am very disappointed in how the company conducts business. I reserved a 26 foot truck and then got a call stating only a 24 foot truck was available. I agreed to the 24 foot truck since I was moving a 4 bedroom house and 2 feet wouldn't make that much of a difference. Then the day before my scheduled pick up, I get a phone call stating the only truck available is a 17 foot truck. I then replied to the person that called me, that "I am moving a 4 bedroom home with a 17 foot truck!" I explained this would take forever and more loads than what we had planned and more/additional time and expense for the extra help booked. She then told me that, “I would get the $50.00 and hopefully that will take care of the extra expense.” Well it did not! I had to make 3 additional trips and the mileage that should have been only 25 miles, turned out to be over 100 extra miles and I was charged $0.89 per mile even though I asked if that could be reduced since I was not given the truck I reserved for the 2nd time. She stated no, they/U-haul could not do that.

I also called customer service and the lady told me I would need to speak to the person that scheduled the 24 foot truck and find out why it has changed to a 17 foot truck. So the rep forwarded me to [redacted]. [redacted] told me sorry and that I would have to take the 17 foot truck even though she scheduled me for the 24 foot truck after I talked to her the first time.

What a shame. This move should have only cost me $95 max including gas. I was billed for $163.82 because of the smaller truck and the additional miles. I also spent $42 on gas to refill the truck since we had to take so many extra trips. My family and I started moving that morning after we picked up the truck at 11:00 am. We did not finish until 5:00 am the next morning. This was supposed to be a 5 hour max move and it did not work out that way because of the way U-Haul conducts business with this bait and switch operation. Calling a customer the day before their rental letting them know they would not get what they had reserved is unacceptable and puts a huge inconvenience on the customer. I had to spend my time preparing for the move, not call around looking for a truck from another company that reflected what I had reserved from U-Haul.

This is not the only issue I have had with this company. On 06/04/2014 I reserved a cargo van and went to pick it up and was told I could not since I owed a bill. Yet again, this inconveniences me tremendously not to mention I was highly embarrassed that I could not pick up the van I reserved. I was moving a project I had been working on for a client and could not do so. I had to find another company to do so. I was told I owed a bill and I did not. This was an error on this company! I had to go home and go through all my emails and bank statements to show I paid the bill.

I expected a phone call for these issues to be resolved, but one has called me. I have placed feedback regarding all this and nothing. I guess I am not important enough to get a phone call or to release the hold you have on my account/card that has been on hold for 17 days! I have called several times. I have been hung up on several time during "call Transfers" to supervisors or other upper management personnel. Finally today (9/2/2014) I was told by a customer service rep via his supervisor that I needed to speak to [redacted] (not sure how to spell his last name), the person that closed my dispute on August 15th because of the 24 foot truck was not available. I call his office (###-###-####) and the person that answered the phone ([redacted]) stated he did not work in that office. Then she stated he was not in. I asked for a fax number, she said they did not have one. She took a message, but I do not think I will get a call or resolution regarding these matters. I have wasted time trying to get this resolved. I was told by my bank that the hold was placed on my card and the hold was set to release on October 16th, 2014. This is unacceptable business practices.

I was told to fax over my bank statement that showed the hold, and I did so on 9/02/2014, to the number the customer service rep gave to me. These issues have not been resolved and I have yet to receive a phone call from anyone at U-Haul.

FYI: Mileage to rental facility to home moving from is 2.7 miles + mileage from old home to new home is 16.1 miles + new home to U-Haul is 19.3 miles = 38.1 miles. When I picked up the U-Haul I was per billed for 16 miles at $0.89 a mile. If I would have gotten the truck that was advertised as being available then I would have only had to pay for 22 extra miles = $19.67 and probably $20.00 to fill the truck back up. Since I was not able to pick up what I reserved and what was advertised as available, I paid more in monetary and countless hours of inconvenience to me and my family for time spend moving and me calling to get these issues fixed to no avail.Desired Settlement: My desired outcome is as follows:

1. The hold of $88.11 that was placed on 08/15/2014 be released eminently.

2. A refund for the additional mileage paid when returning the truck on 08/16/2014 in the amount of $88.11.

I do not want store credit or a gift card.

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located in Portsmouth, followed up on the information Ms. [redacted] provided and sent her the following email on September 3rd in response:

Ms. [redacted] we apologize for any problems you experienced with your rental as a result I am prepared to offer you a refund of $68.82 that will make the cost of your rental $95.00 which is what you would have paid had to receive a 26 ft. Please respond by email letting me know if this meets your approval.

Our records indicate a refund for $68.82 was issued back to Ms. [redacted]’s [redacted] account on September 5th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am still not happy or satisfied with U-Haul Corp at all! The reply from U-Haul did not address my other issue in my complaint.I have attached my bank statement that shows today's date of September 29, 2014, as anyone reading the statement can clearly see, the $88.11 is still showing as a pending charge for the authorized date of August 16, 2014. This issue has yet to be resolved. I have also attached a letter and the bank statement I faxed over to their credit department on September 2, 2014. Even after doing this per the request of U-Haul, I never got a phone call or any communication from this department.I have called several times regarding this and still no release. I have given U-Haul all the information the bank needs for them to send over the release to release the hold on my account. I have called my bank several times also and they say they have not gotten a release from U-Haul to take the hold of $88.11 off my account and release my funds that has been held by U-Haul for over 44 days now. My bank also informed me that the hold/authorization has been placed on my account until October 15, 2014. This is ridiculous!I have wasted several hours calling, emailing and filing a complaint and still nothing! The person that replied to this complaint did not do a through job in reading the complaint and addressing all the issues with the complaint.I did receive an email from Steven Ivery on September 3, 2014 stating what the person stated in this reply to my complaint. However, he nor has any other representative from U-Haul address the other issue in my complaint both to the Revdex.com or U-Haul directly regarding the hold on my account that still is present.

Regards,

Business

Response:

October 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tidewater Regional Office, reviewed the information Ms. [redacted] provided. Standard procedure is for a credit card company to automatically drop the hold within 10 days if a charge is actually not sent in. Our records indicate a request to release the hold was sent by U-Haul on September 2nd and then again on September 12th. Mr. [redacted] relayed no further action will be done.

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