J.R.J. Tara Corporation

Review: My mom rented a 26 foot truck from U-Haul on 63rd St on Friday, May 8th. She was using the truck to move to a new home after the passing of my father from liver cancer one month ago, so this was already a very emotional time for our family. The morning that we were to pick up the rental, the site called my mom and told her that they were runing late and that we could not pick up the truck at the scheduled time. She said that was OK and that I would pick it up on my lunch break. They then proceeded to call her an hour later- and multiple times afterwards- to tell her that if she didn't get there right away that they would give the truck to someone else. This caused my mom to panic, so I had to call and let them know that I would be there shortly to pick up the rental.

When I arrived at the store, there was one person manning the front on a Friday at noon. I stood at the counter for 30 minutes before being acknowledge- didn't even get the obligatory "I'll be right with you." I didn't get too upset about it, though, as there were several other people in the store being ignored and getting upset as well. When the store representative did get to me, he could not find our contract, and once he did, was very confused about the entire rental system, which truck we were supposed to get, how it was being paid for, as my mom reserved with a credit card online. By this point, another young man came in to help, but instead the two reps started talking about how rude another customer was being because he hadn't gotten his propane tank refilled yet.... This gentleman had been waiting an HOUR to refill a small BBQ propane tank. He had every right to be upset. Regardless, this young man could not assist my rep, so my rep went to a back room to get [redacted], the manager. (I was a bit miffed that [redacted] was sitting in a back room initially, but I later learned that he had a heart attack recently and may not have been feeling well.) [redacted] was able to figure out our rental information and took me to a truck. Once we got to the truck, I asked where I should park my car and moved it to where [redacted] pointed. I assumed that he would wait for me to return to go over any type of basics or things to watch out for on the truck, but he did not. Instead, [redacted] left the truck running with door open and was nowhere in sight.

It took the truck to my residence to load furniture that was going to my mom's new home. My fiance, who has a class A CDL, looked over the truck ans was worried that we would even make it the 170 miles from [redacted], IA to [redacted], IA; the truck was 15 years old, the suspension was off, the shift was so hard that it would literally stop the truck while in motion- probably due to a failing transmission. By the time that we made it to [redacted], we were in pain from the ride. At this point, though, we didn't have much of an option but to load the truck and get my mom moved. We were scheduled to return the truck on Sunday, May 10th, but before doing so, needed to unload our items from the truck and sweep it out. While parking it at our residence, the parking brake went out twice. We had to chalk the wheels in order to get it to stay while we unloaded an swept. Had the brakes gone out while we were in the truck, I can assure you that this would be much more than a complaint. We wanted to discuss this with a representative upon return prior to 5:00 PM- which is their posted business hours- but not only was the store closed, but there was nowhere to park and the return line was out to the street. We had to back a 26 foot truck into a trailer parking spot.

I called the next day to report all of this and spoke to [redacted], who said that he was "second in charge" to [redacted] and would relay the complaint. I did not hear back from [redacted] by the next day, so I called again and left another message. I also email the corporate email and received the following message the next day from [redacted]:

Hi,

I just wanted to let you know that complaints have a turnaround time of 72 business hours. So you should be receiving a call soon.

I replied that it had been 72 hours at this point with no resolution. She did not reply. I then went down to the store with my fiance to try to find [redacted]. He was there, but said that due to his heart attack, he didn't have much control over what was going on. Perhaps this location needs to find someone who is well enough to assist customers. He said that they would be able to give us 100 VIP dollars for our next rental. As we do not intend to utilize U-haul's services again- ever- this would not help us. I asked that he return the $100 to my mom's card instead. (They charged my mom $475.00 before ever reaching out to us.) [redacted] said that he would contact corporate to find out if that's an option. I asked for a numebr to contact someone as well, and he stated that the only contact number that he has in a general 1-800 number. I find this a little hard to believe, but did not argue. I have not heard back from [redacted].

I have called several (last count was at 18) times and have left several messages and have not heard from anyone. I followed up with [redacted] as well and received the following email:

Sorry, I was on vacation. I don't check my emails while out of the office.

What is the contract number from your rental?

Thank you,

Customer Service Agent

###-###-#### Ext. [redacted]

I provided the contract number two days ago & have not heard anything else. This has been a terrible and dangerous experience. The complete lack of concern that U-Haul and it's representatives have for our safety is disgusting and the service is even worse.

Business

Response:

May 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Dear Jodi, I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting me know about this. Our objective is no less than 100% customer satisfaction. I am truly sorry for your delay in pick up and all of the confusion at the facility. U-Haul does not want a single customer to experience what you did. Or to feel like your safety or well being is not important to us. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. And I am grateful that you took the time to file a complaint so we can make this right for you and your family. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. I am having the unit that you utilized pulled from the fleet and checked over. I will also be speaking with [redacted] about your dispatch and his lack of follow up when you contacted one of his employees in reference to your move. It is true, he had just had a heart attack, but with that said, we still expect that policies and procedures are being implemented and followed. You have my apologies and I hope you will give U-Haul another chance to serve you better in the future. I have processed a $100.00 credit to your mothers credit card sent you a $100 U-Haul VIP certificates for your inconvenience. You can utilize it for rental items, hitches or hitch accessories, propane, or packing material sold at any U-Haul facility or on-line. Again, I am very sorry that your experience was less than adequate, and hope that you will give us an opportunity in the future to get your business. Sincerely, [redacted] Customer Service Manager U-Haul Company, [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,[redacted]Executive AssistantU-Haul International

Review: I called in to U-Haul today and they said they changed the date for my pick up. I asked him if I could get a e-mail with the confirmation and he said he couldn't but it would be online. so I look online and see it still is the same date that I first used. I called your so call customer service and ask to speak with a manager and 3 different people refused and hung up. This is not the first time I have had issues with your staff saying they were doing something and don't. when I first called in to make the reservations she said they match priced against another company and I got the e-mail saying your price still. I called in and got that fixed again. WHY CANT PEOPLE YOU HIRE DO THEIR JOBS?Desired Settlement: I want someone from corporate to contact me and fix the issues with my services.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Pittsburgh, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a letter offering his apology for the inconvenience he experienced. Mr. [redacted] addressed his concerns and advised him of a $30 VIP Certificate he issued him that can that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

This is deceptive and confusing to the customer.

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

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

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

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

Thank you.

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: I rented a trailer on 12/4/2013. While pulling the trailer, I utilized the [redacted], and went through a tollbooth (maybe 2, one in either direction?). I had no method by which to pay the toll as the tollway only has "Tolltag" type payment systems. That, in of itself, is not the issue.

Today, 4/21/2015, over 16 months later, I receive an e-mail "invoice" for $31.96 for this $1.96 toll, and a $30 admin fee.

16 MONTHS later.

I'm not disputing the toll, I'm happy to pay it... I took the trailer down the tollway. No contest. What I SERIOUSLY object to is receiving a bill almost a year and a half later for a toll that I told them about, but they said would be applied to my charge-card along with the bill for the trailer rental. Perhaps it's my fault for not realizing the amount on my charge-card was not for the trailer AND the toll.

This is a REALLY poor example of customer service.

Shortly after THAT e-mail, it seems there is another in my e-mailbox saying that they will "settle" the charge for the $1.96 and a discounted $5 admin fee, $6.96 total.

I'm kind of speechless.Desired Settlement: The $1.96 is fine. The admin fee should be waived as I inquired about the toll charge when I dropped off the trailer, and was told it would be included in the charge to be run on my credit card with the trailer rental charge.

Business

Response:

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him the extra fees have been cleared.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: In June, at approximately 6:55 pm my friend and I were stuck in this location's elevator for 20 minutes. This transpired in the presence of 2 employees, who knew we were stuck in the elevator but made no attempt to help us in any way. They proceeded to close the store and leave without one employee assisting. We were eventually helped by two other patrons. I called the U-haul customer service number, and filed a complaint. The manager of the location called and offered me a $30 certificate. I wanted to know the normal protocol for a similar situation, the manager was unable to provide this information. The manager also stated the employees acted in the correct way, because the store needed to be closed. This could've been a very dangerous situation, and the actions of the manager and the employees are disheartening. If there is an elevator on premise, there should be a protocol that clearly outlines how to address this issue and the expectations on how an employee behaves in this situation. There is definitely opportunity for this situation to happen again, because the elevator is often brokenThe actions of U-haul as a company have been deplorable, because there is no accountability.Desired Settlement: The 2 months that I paid for storage, I would like refunded just because there was no apology just accusations and excuses made for bad customer service and a bad customer experience. This was not an experience I would want anyone to go through. Every location with an elevator have a well-defined protocol on how to handle a similar situation.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], Senior Staff for our [redacted], [redacted], [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and offered her apology for the inconvenience she has incurred. Ms. [redacted] originally offered a VIP Certificate for $100 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] declined the Certificate and explained she had previously been issued a VIP Certificate for $30 that she had not yet used. Ms. [redacted] issued Ms. [redacted] a refund for $100 instead as a final resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I am writing this complaint because I feel that u haul is using a deceptive practice to draw customers to sign up for a trailer hitch installation on line with a $10 incentive and then charge more for the installation than was agreed to online. On the 10th of January 2013 I signed up to purchase and install a trailer hitch and electrical wiring at the U-Haul at Westview 5643 S Baltimore National Pike, Catonsville Maryland 21228. I was satisfied with the equipment installed and the work done on the wiring, but I was not happy with the deceptive practice used to get me to sign up online and then charge me more for the installation after it was already charged to my credit card. I put in the make ,model and year of the vehicle on which the hitch and wiring was to be installed, A 2013 Town and Country Van. M order confirmation number was 28469110. The equipment offered was as follows: Product: Price: Wiring Service Plan $10 Lifetime warranty $5 Square Tube 2 inch receiver $154.95 Class III Pin and Clip $1.69 Trailer light Power module $39.95 Ball Mount 2-1/4 drop $19.95 Hitch Labor $30.00 Online Labor discount -$10.00 Wiring Labor $60.00 Tax $13.66 Total $336.15 I booked the appointment and charged this amount to my credit card and made this decision based on the final price of $336.15. When I called for the appointment time, they told me there would be an additional Charge of $60 for a bracket and labor to hold the wiring. The bracket shouldn't be any more than $10 and the installation took 5 minutes. It was too late to cancel this transaction because it was already charged to my credit card. I hope you can convince u-Haul to tell a potential buyer up front the exact cost for this work. [redacted], [redacted] ([redacted])Desired Settlement: A refun check for the additional charge of $60 that was not included in the online price.

Business

Response:

January 28, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email with a copy of his reservation receipt that indicates the installed price is for the hitch only. Other items such as a hitch ball and wiring vary depending on the application. Ms. [redacted] included an apology for any misunderstanding and inconvenience Mr. [redacted] 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

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]I forwarded the response from U-haul to your office onJanuary 29th along with an attachment that showed that the wiring harness and wiring labor was included in the 336.15 price I paid on line with my credit card. This is a deceptive practice and what I will be satisfied with is a refund for the extra $60 I was charged and a promise from the company that they will change their practice and show the entire cost of the equipment and installation up front when charging the cost to anyone's credit card.

Regards,

Business

Response:

February 1, 2013

Review: Our family moved from Virginia to Florida, when we crossed into South Carolina the front right tire exploded causing the truck to swerve off the interstate and into the ditch. The Accident caused significant damage to the front end of the U-Haul truck and to our vehicle we were towing on a dolly behind the truck. Our vehicle has been sitting at the Nissan dealership waiting for repairs since we returned to Florida. We did purchase insurance from U-haul, Rep West, and they have been dragging their feet and making excuses as to why it has taken so long. We need our vehicle back in service and we can longer wait fro Rep West to complete their investigation, regarding our car. We will wait for Rep West to complete the claim for our furniture but we need the car back now.Desired Settlement: We would like U-haul to pay for the repairs our our Nissan at John Lee Nissan in Panama City FL. The cost of repairs from the accident are $650.00 We would also like U-haul to pay the car rental fee of $48.50 per day from the day we returned from Virginia until the vehicle is repaired. We will wait for Rep West's payment on the furniture.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company in regards to Mrs. [redacted]’s claim for damages. We were advised that Mrs. [redacted] rented a 26-foot truck and a Tow-Dolly to move from VA to FL. On the way a tire on the truck blew causing some damage to their cargo. Safemove Protection was purchased on the truck, therefore, that portion of their claim is currently being negotiated with Mrs. [redacted]. She also has filed a claim that the blowout caused damage to her vehicle, which was being towed on the Tow-Dolly. Mrs. [redacted] had her vehicle inspected by a certified mechanic who is unable to confirm that the damage was caused by this incident. There is no indication that the damage is related to the tire blowout. Additionally, Mrs. [redacted] declined Safetow Protection and her claim regarding her vehicle has been denied.

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.

Ultimately U-Haul rented us faulty equipment that caused damaged our belongings. If U-Haul truly values their customers they will do what is right and make good on our request.

Regards,

Business

Response:

August 8, 2013

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

[redacted] the President in our Portsmouth, VA Regional Office reviewed Ms. [redacted]'s concerns. Mr. [redacted] informed us the decision remains the same. U-haul is not responsible for the damage to Ms. [redacted]'s vehicle.

The cargo damage is being handled by Repwest, our insurance carrier.

Thank you again 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,

We will be seeking legal counsel to help us resolve U hauls responsibility in this matter.

Review: On June 16th, 2012 I reserved one of your trucks for a one way rental with a Pickup of June 29th, 2012 and a drop off on July 1st in Port Elgin.( reservation # [redacted])On Wednesday July 27th, 2012, I called the main U Haul number to confirm that the reservation was still valid and was told that it was and I could pick the truck up on Friday July 29th, 2012 at Uhauls location on 204 [redacted] in Barrie.I called the [redacted] location and was assured that a truck would be available.When I showed up on Friday (July 29th, 2012) at 11AM, the U Haul representatives 1st reaction was Oh did you not receive a phone call?. It seems the truck (which was guaranteed for me to be there) was not there. Previous renters were blamed for dropping the truck off at a different location, however not to worry, she had called them in the morning and confirmed that the truck was there and would be held for me, it would be just up the road.She proceeded to contact the other locations to be advised no truck was available; she called U-Haul dispatch and was told nothing was available. She got upset with the dispatcher and suggested that the dispatcher speak with the customer (Me).The dispatcher advised me that no truck was available; however Ill be 1st on the list if any truck is dropped off, and she was expecting several to be dropped off. I advised her of my dissatisfaction and that I had 5 people (which I am paying) at my house awaiting the truck for the move. All she could say was Im 1st on the list for anything coming in however was unable to provide a timeframe.Approximately 20Minutes after the conversation, I call the dispatcher back and asked her to check the system to see if any trucks / cube vans where available on the outskirts of Barrie that I could pickup. I was once again told nothing is available, but Im 1st on the list.At Approximately 1:15PM, I received a phone call from a U-Haul representative whom advised me that I will not be receiving a truck today; however they expect to have one available on July 3rd, 2012. I advised her that that was not sufficient, as my house was sold and I had to vacate the property. She proceeded to advise me that she could have a truck for me on the 3rd.As Im on the phone with this representative, I pass a U-Haul location in Angus that not only has a 26 foot truck but also 3 cube vans. Which I questioned her on and I was advised they were reserved for other customers for tomorrow and there was nothing she could do for me. I advised her that my Lawyer will be in contact.How is it that you are able to hold reservations for other people?Having the history of events above, I wonder if you can explain your incompetence to me and how it is that you are able to take a reservation without the availability of vehicles? Especially when the reservation was confirmed.This has now cost be an additional $2700, not to mention the stress and inconvenience.By the reaction of your staff this seems to be quite common and obviously they couldnt care less, just wondering if that is represents the companies view as well.If you have the decency to reply to this note, I ask you to actually take the time to address the issues, do not bother to send me a standard letter (which Im sure you have pre-printed) offering your apologies and a monetary discount of a future rental. I can assure you a future rental with U-Haul in not in the picture after the financial loss you have put me through. In addition I will go out of my way to advise others of this issue to ensure they do not stung by U-Haul.Desired Settlement: for

I wish for people to be aware of this so others do not have to go through the same and are left high and dry on a very important day. Avoid U-Haul. This is the 2nd time they have done this to me. I didnt learn my lesson the 1st time.

Business

Response:

July 16, 2012

Thank you for your concern for our customer.

Ms. [redacted], our Traffic Manager for the U-Haul Company of Central Ontario, followed up on the information consumer provided. She contacted consumer and offered an apology for the inconvenience he experienced and also advised him of a refund for the $50.00 Reservation Guarantee Fee.

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:

Yes I did receive a call, still do not understand how them sending me $50 (which I told them would not be satifactory) and an appoligy is a solution to a loss of $2700 on my part and a possible law suit as I was not able to vacate my home due to the fact that Uhaul was unable to provide me with the moving equipment as contracted. An offer to provide me with some future discounts on rental was also provided, do they realy think that I would risk using them again!. I really would like to know how they think $50 and an appoligy makes this all satisfactory.

Business

Response:

September 25, 2012

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

Ms. [redacted], our Traffic Manager for the U-Haul of Central Ontario, reviewed the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and he will be submitting his invoice for a moving company to move his belongings for further review and consideration. Mr. [redacted] relayed that it may take him a few days to locate his receipt and then will email it to Ms. [redacted] as discussed.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Thursday June 20, 2013, I contracted with Uhaul to have five Uboxes delivered to my property. After Uhaul cancelled on me the night before delivery and spending hours on the phone with customer service representatives the boxes arrived late Saturday evening. The Uboxes arrived with no coverings like described in the pictures online. They were just plywood boxes. The boxes were packed and returned within a few days. I contacted Uhaul during this time to inform there were no tarps on the boxes but there was no response. The boxes were sent to Auburn facility to be stored indoors. On 9/25/2013 I contracted Uhaul to ship five Uboxes that were delivered to my house in June and stored in Auburn until shipment. The shipment information was as follows, Your U-BOX goods have been shipped from [redacted] to [redacted] On October 2 I received a phone call and email that the boxes had arrived earlier than expected. I was on travel and would not be available to unload the boxes until the following weekend. I contacted the location in Alexandria to see about delivery of the boxes but no response. When I returned on Friday, I called Saturday morning and the person was very upset, even though I shared I would return to Virginia and would start unloading. I arrived at the time they requested not my preference to find the five boxes completely soaked. There was no cover, during the prior week Virginia had received large amounts of rainfall. The box locks which were provided by me and brand new were damaged and an employee had to open the boxes with tools after I unlocked them. The doors would not close or open properly on the containers. They were shrink wrapped and soaked with water that was collecting in the plastic shrink wrap. Each box was opened and water poured out of the containers. Inside water collected inside and boxes were completely soaked and destroyed that were brand new when I loaded the boxes in late June. I immediately brought the other employee over for her to see and shared that I would contact Uhaul to find out what needed to be done. I tried to mitigate the damages quickly by getting and recovering what I could. Majority of the items were destroyed and when I opened the contents some of the boxes were filled with mold. The property manager stated, "I don't know how this could happen." The shipment containers had papers that were to be signed upon release and arrival and were not. I shipped my items expecting to be able to use them and now I have no items and out the shipment costs.Desired Settlement: I want to be reimbursed for the amount I paid in shipping. I can no longer use the items as they were destroyed by water and are covered in mold. The contract was for delivery of my items as when I packed them.

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington regional office, followed up on the information Ms. [redacted] provided. She informed our office RepWest Insurance Company researched Ms. [redacted]’s claim and offered a settlement. Ms. [redacted] declined the settlement and relayed she was obtaining her own adjuster for an alternate outcome. Ms. [redacted] should keep in touch with her adjuster of RepWest Insurance Company for resolution.

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.

As I discussed with the individual that contacted me yesterday which is not the person within this response, there are several parts to this claim. The first is the lack of apology on behalf of the company for the wrong doing, stress, lack of contract commitment, and gross negligence from the company and associated agents representing them. I contracted to have my items shipped across the country with the expectation they would be received in the manner I shipped them. This did not happen, I no longer have my personal belongings and have had to purchase all new items for myself and my three children. The second is the lack of responsibility when it comes to the fact that what I paid for in shipping was not received. I did not ship items that I would throw away and Uhaul should acknowledge this and accept fault in their wrong doing. The last portion is with the insurance company that Uhaul requires customers to sign and purchase with and I am in negotiations with that company and their lack of responsiveness. Yes, I did deny the request of reimbursement for 2/3 less than the amount of insurance that I purchased, as this company feels that I can clean black molded items for the amount they are providing. I refuse to accept it for health reasons. It has been almost five months now, I am having to pay for storage of these items since the case is not settled as well as the stress and anxiety from both companies not accepting responsibility for their wrong doings on my family belongings.

The response I received from Uhaul yesterday was that she could not do anything as it wasn't her office and that the appropriate individuals would be contacted and I should receive a call from others. I will be awaiting those calls to have this case settled.

Regards,

Review: I called several weeks ago to reserve a u-haul and asked for the biggest vehicle available for a move. I was called today, the day before the move and was told there is nothing available. I live in [redacted] and there are no vehicles available in any nearby communities in the near future. They told me there was a vehicle available in [redacted] but that is a 7 and a half hour drive away and even if I were I able to go there I would not have been able to make it before closing. They told me they have a 20ft vehicle that can possibly be made available Monday but that won't work as I have a 5 person family and a 4 bedroom house. I have been told that they made a reservation for a 20ft vehicle for me but that is a mistake as I requested the biggest available u-haul.

I am now in great distress. I have tenants moving in to this house on August 18th and I need to empty the house and clean it. This is now impossible. I have called every moving company in town and no one can move me with such short notice. I may have to put the tenants arriving on Monday into a hotel until my home is empty and someone, anyone has a vehicle available. This will come at a tremendous personal expense. I cannot emphasize enough the stress this is causing.Desired Settlement: An apology and payment for any extra expenses incurred because of their breach of contract.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] explained our Traffic Department was able to provide the correct size truck Ms. [redacted] requested as well as on the day requested. A rate deduction was given for the inconvenience Ms. [redacted] experienced from $560 to $450. An extra day was allowed along with an additional 150 km’s to complete her move. Ms. [redacted] relayed that Ms. [redacted] was happy with this resolution.

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: Let me tell you about my experience with the U-Haul in Fort Pierce and Melbourne Florida. The first appointment was on 02/04/2015 at 930 in the morning at the Fort Pierce U-Haul I showed up but they did not have anyone to install the trail hitch and wiring. I talk to the manager [redacted] and he stated that he would credit me the labor cost and made me another appointment for 02/12/2015 at 900 am. This time I call the day before my appointment to make sure there would be a mechanic on duty on that date. I also asked to make sure that I was talking to someone at the site and she stated yes and her name was [redacted]. On 02/12/2015 I showed up again at the Fort Pierce location and was told again that they did not have a mechanic on duty that day. I informed them that I called the day before to ensure there would be someone there by [redacted]. They stated [redacted] was at their 800 number and at that location they have no way of knowing if there is a mechanic on duty. At this point I left and called the 800 number to file a complaint, which I did and was told that a southeast regional manager would be calling me within 3 days. As of this date no calls have been received.Today I was called by the Melbourne U-Haul office and told that they would have to cancel the appointment for Saturday 0221/2015 at 1100 am, due to no mechanic on duty. My question to U-Haul whats going on with your company? I have had three (3) appointments with your company and not one has done the work that was promised. I now have my 4th appointment for this work to be done on Friday 02/20/2015 at 3:00 pm. Time will tell if they happens or not.Contract Number [redacted]

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

Reduce cost for work done

Business

Response:

February 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Relief Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that a hitch and wiring were installed on Mr. [redacted]’s vehicle. A check for the labor in the amount of $87.50 was issued to Mr. [redacted]. He should receive the check 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,

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,

[redacted] In response to your letter dated February 27, 2015, I would like to inform you what really happen with my phone conversation with [redacted] (U-Hauls Eastern Florida Regional Office). Mr. [redacted] did contact me to inquire on the hitch & wiring and if it was installed. I stated yes, I did get charged for installing the hitch, wiring & labor charge. Mr. [redacted] stated that I did not get charged for the labor on the hitch. I told Mr. [redacted] that he had been miss informed & I did get charged for the labor. At this point, I suggested that Mr. [redacted] look up the account and see that I did get charged. (Note: I felt I was being called a liar, so I gave Mr. [redacted] my credit card number & conformation number to look it up.) After looking up the account Mr. [redacted] stated that I indeed paid labor charges and that U-Haul would be sending a check for the labor charge. I still feelthat this case was very unprofessional and that U-Haul needs to get their facts before calling a customer. The sad part about this was that it was U-Haul’s “Eastern Florida Regional Manager”.

Business

Response:

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured the information Mr. [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr. [redacted].

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. I hope Mr. [redacted] will allow U-Haul to redeem itself in the future. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I have attached the trailer emails to the unresolved complaint of lost items at the 7242 Hwy 85, Riverdale, GA location

4/29/13

Good Evening Ms. Worth,

I finally received a call from Mr. George Jackson, stating after his manager (did not get name) viewed the tapes, the manager did not see anything on the camera located in the garage. Given this update, it does not change the fact that Gary Willis confirmed that he found the items and put them in the garage.

I would like to know who the manager is Mr. George Jackson is referring to and would like to also have this entire email conversation sent to Brent Atwood-President at U-Haul Company and the manger who viewed the tapes in hopes of hearing from Mr. Atwood to get a better resolve than $25.00:

U-Haul is suppose to be a well rounded company with high standards and should be able to bring closure to such a matter.

Brent Atwood-President

at U-Haul Company of Western Georgia

Monday, April 22, 2013

I'm doing a follow up on the below issue/request. Although I received an apologetic phone call on April 15th from the manager, Mr. G. Jackson and again the $25.00 to replace my items, I feel this is still unacceptable. Never was there an explanation of what happened or if video was reviewed between the hours my items became missing;. I would like to speak with a First Line Manager and/or someone from corporate. Looking for a resolve on this.

Wednesday, April 17, 2013

Subject: Lost Items

Good Evening,

On April 11th, I went to my Uhaul storage unit #0034 located at 7242 Hwy 85, Riverdale Ga 30274 around 2-3 pm.

After leaving, I realized I had left a dumbbell with weights outside my unit. I called back up to the storage and spoke to Gary Willis and informed that I left the one curl dumbbell with weights (2-5lbs and 2-10lbs weights) outside of my storage unit. Gary informed he would not be there on April 12th and would write a note and leave it in the garage (where vehicles are serviced) on the dumbbell

On my return the next evening April 12th , I spoke with Jermaine McDaniels, Seaten Crenshaw, Nicole Saunders and Kenneth Richardson. They all looked in the garage area and could not find the weights or the note Gary Willis wrote. Gary and Bryan both confirmed that it was left there.

From the first shift of 7am to 3pm, the morning of April 12th, my items came up missing.

Both Jermaine McDaniels and Seaten Crenshaw called Gary and he explained where the note as well as the dumbbell and weights should be. Ms. Crenshaw gave me the number to call George Jackson (manager) who would not be back until Monday, April 15th.

When I spoke with George Jackson on Monday, he said give me time to investigate the issue and he would call me back. I never received a call from Mr. Jackson so I called him Wednesday, April 17, he informed the missing items could not be found. Mr. Jackson said he was authorized to give me $25.00 towards my curl dumbbell with weights.

I find this to be unsatisfactory with the response. There was no explanation of the procedure, no evidence if he checked the cameras. In a very unprofessional tone, Mr. Jackson said, “Just make a police report”.

The price of missing items is as follows:

1. Pro Olympic Dumbbell Bar = $64.00 x 1 = $64.00

2. 5lb Grey Standard Weight = $19.00 x2 = $38.00

3. 10lb Grey Standard Weight = $20.00 x 2 = $40.00

TOTAL: $142.00

Even at a depreciated value, it would still be more than the $25.00 Mr. Jackson offered.

I would really appreciate your assistance in this matter.

Regards,

//////////////////////////////////////////////////////////////Desired Settlement: They have suggested paying me $25.00 for items that were misplaced by their employees. My values are worth $142.00. I would even settle for 100.00 but, not $25.00 that is not acceptable.

Business

Response:

May 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Regional Office for the U-Haul Company of Western GA followed up on the information [redacted] provided. They advised me [redacted] stated he would return the following business day to retrieve his items, however, the next day it was discovered the items were no longer there. The security video tape was viewed and nothing showed evidence of anyone taking these items. Although we cannot be held responsible for items left behind, I have issued [redacted] a VIP Certificate for $71 to his email address, which is half of the amount he is claiming for the loss. The Certificate can be applied to his storage unit or used toward any future purchase or rental on the many products and services U-Haul has to offer. The Certificate is also valid for 2 years.

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.]

Thank you for helping me in this situation

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Booked a trailer rental online (Order #[redacted]) for 3 days.

In the order it states that I have the "requested" the trailer for 3 Days & 4 Hours.

We returned the trailer and was told the bill would be emailed to me since I was using the CC that I used to reserve the trailer.

Though I would dispute the time on the bill statement as I think the start the time when you start the process & not when you leave the location, and they stop the time when they process the paperwork and not when you drive into the location......the bill shows that we had the trailer for 3 days. 1 hour and 26 minutes (again, I would STRONGLY dispute this), well within the booked rental time.

The charges on the bill sent to me electronically was for 4 days!

This meant another $49.75 charge as I had insurance coverage.

I have made a formal complaint with the National UHaul service a week ago, but have yet to hear back.Desired Settlement: I would like the charges reversed, and compensation for time trying to get the charges reversed.

Business

Response:

May 9, 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 Van Nuys, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund she issued him for the extra day charge of the rental and Safemove Protection fee in the amount of $61.75.

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([redacted]) ON 12/20/2014 & I WAS DUE TO MAKE PAYMENT ON 4/20 WHICH I MADE ON TIME THEN ON 4/25 I EMPTIED MY UNIT & WENT INTO THE OFFICE TO TELL THE SALES REP. I ASKED FOR MY REFUND, HE STATED THAT I DON'T GET A REFUND OF UNUSED TIME I INFORMED HIM THAT I JUST PAID $125.90 5 DAYS AGO WHICH I CAN STILL USE MY STORAGE UNTIL 5/20 HE TOLD ME I COULDN'T BECAUSE THEY CLOSED MY ACCOUNT OUT SO I WELL THAT MEAN YALL OWE ME A REFUND IF I'M PAID THROUGH 5/20 BUT YOU CLOSED MY ACCOUNT SO THAT MEAN YOU RENT MY UNIT TO SOMEONE ELSE GETTING PAID TWICE FOR THE SAME UNIT HE SAID YOU CAN'T USE THE UNIT & YOU CAN'T GET A REFUND

Product_Or_Service: STORAGE UNITDesired Settlement: DesiredSettlementID: Refund

REFUND OF THE REMAINING STORAGE OR USE OF MY UNIT

Business

Response:

May 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Raleigh, NC Regional Office, advised our office Ms. [redacted]’ concerns were previously addressed. Please be advised U-Haul does not prorate when a customer moves out of their storage unit early as documented on their storage agreement. Mr. Smedberg relayed that a refund would not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I WANTED CONTINUE USE OF MY STORAGE UNIT IF I COULDN'T GET A REFUND BUT WAS REFUSED.

Regards,

Business

Response:

May 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our GM for our U-Haul Moving and Storage at Capital Blvd. left a message for Ms. [redacted] advising her that he would be willing to provide her with one month of free storage as a customer courtesy if she still needed her unit.

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

Sincerely,

Executive Assistant

U-Haul International

Review: ok, We scheduled to have 2 U-Box's picked up on the 18th of September 2013 at the uhaul location in north royalton, ohio where the young lady working explained that we would pay in full when we arrived at our location in key west, Florida. I tried to pay in full to take care of it so I would not have to worry about it later on. there is security footage of me trying to hand the young lady the money. So we packed up one U-Box and dropped it off at the location on Stumph rd, parma heights, Ohio where we were told to drop them off at. We picked up our second U-Box and before leaving ask if there was anything else needed where the employee replied "No". We took the second U-Box home to realize the lock was missing. We called and they came out and installed the lock on the box and left. We loaded our second U-Box and dropped it off on the 24th of September 2013, again we asked if they needed anything else from us before we left which they replied with "No". Our U-Box's we're supposed to be shipped immediately so they would arrive on October 1st 2013. We drove straight from Cleveland, OH to Key West, FL exspecting our U-Box's to be there by the 1st of October as scheduled. On the 1st of October we received a call asking us if we wanted our U-Box's shipped or not. We were dumbfounded. After we arrived in key west florida we were informed that we were supposed to pay in ohio before they were shipped after trying to pay and being told to pay in key west florida from another employee of the company. It cost me $147.00 to wire a relative in ohio the money to pay the company. My Husbands tools for work are in one of the boxes. He was supposed to start his new job in key west florida on October 2nd. He cannot start his job without his tools. He is about to lose his job because of this. He has missed over a week of work for a job he hasn't even started yet which he is about to lose. We have 2 kids to take care of and are almost out of money because he cannot work. I have been on the phone with their corperate offices all week and have gotten no where. everyone seems to be giving us the run around. It's now the 7th of October and still have not received our U-Box's. My husband still hasn't been able to start working because of this.Desired Settlement: I Would like an apology first off, a refund, and payment for lost wages and the cost of wiring the money. I do have receipts.

Business

Response:

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

[redacted], or Executive Assistant for our Cleveland regional office, followed up on the information Ms. [redacted] provided. He provided us with Ms. [redacted]’s on-line reservation, which clearly states what she will be charged on the day she picks up the U-Box, as well as what she will be charged on the day her one-way shipment to Key West, FL warehouse is scheduled. The reservation states it may take up to 9 days not including weekends or holidays from the time of scheduling to arrive at the destination warehouse. Also that her final drop off will be scheduled with the destination warehouse. Mr. Waibel did interviews with all parties involved and all state at not time did they inform Ms. [redacted] that payment is done at destination. Collecting payment at time of service is the norm. She was informed a refund would not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

The Lady I talked to on the telephone told me not to pay until I was picking them up from the destination, there should be recorded phone call for " quality assurance & training purposes". The Lady at the North Royalton location also said not to pay until we pick them up from destination. My Husband is on camera there trying to pay in full and being rejected. Payment is not the problem, we had the money then & have since paid in full. It cost $147.00 to wire the money to ohio after U-Haul employees misinformation. After being paid in full a woman by the name of "[redacted]" told us our box's would arrive on the 9th. It's now the 10th, no box's, & now we're being told a different story date of the 16th. These box's were supposed to be here by the 1st. That's 16 days my husband has missed work because his tools are being held by U-Haul. My Husband is about to lose his job which is the reason we moved here. Your store front employees have started this nightmare with their misinformation. I realize what your "policy" is and I also realize your employees told us something completely different from your "policy". We are now out of money due to lost wages from this situation started from your employee's. I have 2 children to support. If you have kids i'm sure you could understand the frustration and distress from a situation like this. If my husband loses his job from this we will lose our income which will result in bills not being paid, rent not being paid which leads to eviction, children and adults not being able to eat, and much more lost from cost due to moving for this job. U-Haul will be held responsible for this. We have already filled out the paperwork required to file in court and our preparing for a case. U-Haul has failed to make the delivery date, and continues to fail at following through with services promised.

Business

Response:

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

[redacted], our Executive Assistant for our Cleveland regional office, reviewed the information Ms. [redacted] provided. He advised our office the boxes were delivered yesterday and adjustments are in the works of being made. He explained Ms. [redacted] and our President, Mr. [redacted], have been missing each others phone calls to discuss her concerns. Movers were paid by U-Haul and a $250 refund has been issued, however, the final resolution is pending at this point.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I scheduled to pick up a moving truck at the [redacted] location 3 weeks in advance of pickup. When I went to the location to confirm the reservation, I was told that my pickup location has been moved to [redacted]. I was given the number for Jeremiah Collier, the general manager, and left a message on his cell phone. I then proceeded to call the national number to speak with customer service. I was by customer service that my reservation had not even been scheduled yet. Customer service claims that one-way moves are not scheduled until the day before the reservation start date. Moving requires many elements to come together in a precise spatio-temporal fashion. It is outrageous that confirmation can not be given in advance, while at the same time Uhaul.com advertises for moving help. In order to arrange moving help, it is paramount that the moving truck be available. As a consumer, I cannot wait for the last minute for confirmation. Furthermore, I am disturbed by conflicting information from the local branch and national office. This is no way to run a business.Desired Settlement: I want to pick up the truck at the desired location, and I want advanced confirmation so other elements of the move can be properly arranged.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted] our President for the U-Haul Company fo [redacted], followed up on the information [redacted]provided. He informed our office he has left 2 messages for [redacted]and is waiting for a return call. He explained he has a truck in [redacted] for [redacted] Because our one-way fleet is always moving, it can be difficult to schedule more than a day ahead of time. However, [redacted]elayed that if we know our customer has to coordinate plans, we can give them certainty. We realize some families have to plan and coordinate specific times. [redacted] hopes to hear back from [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: Saturday the 18th of April I reserved a Uhaul from [redacted]t in Asheville with a return in Charlotte the following Monday. I leased the truck so that I could bring back a few items I left behind in Asheville back in November 2014 and move from the house I was currently living in. The house I was moving from is located in Charlotte. There for I was bringing items back and then moving from the house. Which is why I reserved the truck for the weekend. I paid $244.19 for the truck and put $57.02 in fuel in the truck. The steering wheel was hard to turn. At first I thought it was me. However when we arrived to Charlotte the truck made a loud noise. I immediately contacted Uhaul. They sent a Mechanic out to look at the truck the same day I leased the truck. Who said that he see where the power steering fluid is fresh so maybe there is air in the lines but he could not do anything about it that night in the rain etc. So the next afternoon we attempted to drive the truck again and the truck was having the same problems. Uhaul sent another mechanic out who said the power steering pump on the truck was out so he was going to need to tow the truck. I had already spent an entire two days dealing with this problem with numerous calls back to Uhaul who said I would not be able to get another truck until Monday and it was Saturday. I have spent going on two weeks now dealing with this. I was advised that Sunday evening to contact the office I leased the truck from to get a refund and the rep said I need to also ask for a refund for the fuel. After spending a weekend making other arrangements to move what little stuff I had on the truck off the truck which cost me extra money plus still needing to move my belongings from the house in Charlotte. [redacted] authorized agent for Uhaul promised me a refund and said that I would be receiving an email within the next few minutes with a receipt for my refund amount for fuel and the truck. I never recieved this so I called him back that's when he said he had to send it to the corporate office because the system would not allow him to issue the refund due to it being a certain amount. I received a phone call from a guy saying he was over the Asheville area asking what happened and he asked if I made it to Charlotte I said yes but I did not get to finish my business I leased the truck for he advised me that he would be back in touch shortly. A entire week went by I never got a phone call back and after putting numerous calls back into Uhaul still getting no where. On 4/28 a rep read a message left on the account to me stating that Uhaul did not owe me anything and after being promised numerous times a return call never receiving one a rep placed me online with [redacted] phone number ###-###-#### who stated that [redacted] the Executive Director over Asheville said he ([redacted]) could not issue me a refund because Uhaul does not owe me. I spent about 30 minutes on the phone with him and received the same results. I did make it to Charlotte but called Uhaul the moment I did get to Charlotte which is 2 hours away from

Ashevillle however my business was not complete with the truck and the second mechanic had the truck towed. Uhaul owes me what was promised not only promised but for me not completing my move . I have left messages with [redacted] at ###-###-#### and getting no return.Desired Settlement: I am asking for a refund of $244.19 and $57.02 Uhaul should have had the truck towed Saturday and offered another truck then.

Business

Response:

May 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western North Carolina Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $179.07 back to her Visa account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 should have been given a full refund. Being that the truck broke down and my move could not be completed. Uhaul offered a full refund and their system would not allow it. Then they sent it to corporate to issue and corporate decided no refund until I filed a compliant. Then the refunded me half on the rental and refunded my fuel expense.

Regards,

Lesaunta [redacted]

Review: I personally had a good experience with uhaul previously, however I was very disappointed with my recent experience a few days ago. I was under stress moving like anybody else would be, and came in Monday June 30th to rent a 10 foot truck. Now customer service was very poor all three days I had to come in because of a billing issues. I was also given the wrong information from the first gentleman on duty. He estimated 40.07, that's 19.95 for the truck itself, and 19.95 for mileage estimate, however he told me that I wasn't actually going to get charged that yet until they know how much miles I used. Fair enough. I did leave and immediately checked my bank account to see that that was withdrawn, now I understand I do have to be charge for using the truck HOWEVER, I got charged again the next morning 55 ish dollars. I came in and a different gentleman on duty was telling me another customer was using the truck so he had to wait for its return. Fair enough. however I never got contacted back. I did put in some money to fill the truck back, but being charged already for the miles did have me frustrated. I argued with the second gentleman about it, insisting I do love using uhaul but I am frustrated and dissatisfied. being charged almost 100 did not seem reasonable even for using 30 to 60 miles. Now I came in today to a lady covering for the previous guy because he was ill. She didn't assist me well, and I told her I understand If im at fault but for giving me the wrong information shouldn't the customer get some sort of resolvement? I told her funds are important and she told me "I can't help the fact your having financial issues" I saw that as rude and nothing to do with anything.Just very rude. I will not be coming back to that location for service. I love uhaul but why be rude to your customer? and not follow through with an issue? the fact I was already charged for miles had me frustrated and charged again.Also the rude employees that didn't help and gave wrong information.

Product_Or_Service: 10' uhaul truckDesired Settlement: DesiredSettlementID: Refund

I would appreciate it if I got refunded my money back or at least the first charge that was put on my bank card. the 40.07 I enjoy uhaul, and usually refer my friends, but this is the kind of customer service that makes me unhappy to spend my money at a business.

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and listened to her concerns. Ms. [redacted] apologized for the problems she had and offered $40 as an adjustment. She also assured our office she would be in contact with our Field Manager responsible to ensure the situation does not repeat itself. Ms. [redacted] relayed her appreciation for the call.

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: Here's my store :

1. 6/8/2014, moved out of uhaul storage box. Terminated contract #[redacted] and received confirmation email.

2. U-haul continued to charge me for my already terminated contract two more times, on 6/20/2014 and 7/20/2014, respectively.

3. Contacted U-Haul immediately but nobody really offered any help. Been kicked between departments but never resolved any issue here.

4. I put on dispute with my credit card provider to dispute the two payments. U-haul admitted the wrongdoing and my dispute on two charges were resolved on 8/16/2014 and 9/19/2014. Got my refund back on my [redacted] credit card. ([redacted] Dispute Reference Number: [redacted] and [redacted])

5. I started receiving collection letters from an agency contracted by U-Haul. Apparently U-Haul treated my payment as chargebacks and never really resolve the issue and they are still actively collecting the money I never owe.

6. I filed first compliant with[redacted] (Complaint ID # [redacted]). Received response:

"January 6, 2015

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our Raleigh Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she confirmed Mr. [redacted] moved out of storage and will have the collection letters stopped.

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 Assistant

U-Haul International"

7. I went to my local U-Haul dealer to rent a trailer on 2/23/2015. I learnt that I've been put on their blacklist since I have a "ongoing issue with U-Haul". I was denied service due to incapability and negligence of U-Haul.Desired Settlement: Nothing. Just FYI my local TV station is about to hear this. Good job, U-Haul.

Business

Response:

February 25, 2015

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

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, reviewed the recent comments from Mr. [redacted]. She asked that we apologize for her delay in getting the collection letters stopped but assured our office she personally spoke to our Credit Administration Department and was told, as of today, the letters would be stopped. She also mentioned we show a $0.00 balance on his account and Mr. [redacted]’s name has since been removed from our E-Alert system.

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