J.R.J. Tara Corporation

I rented a truck gave my credit card info but I kept the truck an extra day. I was told that I owed more which was fine. The gentleman told me that I had to wait 30 days to receive a statement from their headquarters. I never received a statement but my card was charged without my knowledge. I was told that I was sent to their collection department for not paying. How can they charge my card without my knowledge, I see that as fraud. When I spoke to the manager he could not give me a straight answer with why my privacy was invaded. I am not denying what I owe, it was just very shady how they went about it.

Review: Let's see.. today is 9/18 and I'm in san francisco. I arrived about a week ago... and guess what IS NOT here? My U-box. It hasn't even left new orleans although all my paperwork was completed on 9/3, and the payment of over $1300 was drafted on 9/10. After going back and forth and making at least 5 calls to uhaul on Tulane avenue in new orleans, I was told my stuff has NOT been shipped and won't be until Friday 9/20. I have already taken possession of my apartment and basically thrown out $1000 in rent (that's the pro-rated amount for 9/13-9/30). NOT ONCE did uhaul call me to let me know there were issues or that my u-box had not been shipped. I had to call 3 times today alone just to find out my box is still standing in the parking lot where I left it. I tried to call customer service after speaking to Marty the manager about a refund as the EARLIEST my stuff will be here is now 10/01. They told me I had to deal with the manager at the location. He of course has not returned my calls or emails. Finally someone called saying my stuff MAY be shipped today after all. I'm livid with the situation I have been put in. I had to purchase all new work outfits for over $200 (at h&m which is affordable!) so that I could be in business appropriate attire at my new job (great impression I made showing up in black jeans and a frilly blouse. NOT!)Desired Settlement: I would like a refund for either my pro-rated amount for the apartment I am unable to live in OR the cost of the shipment.

Business

Response:

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

[redacted], our U-Box Customer Care Representative in New Orleans, followed up on the information Ms. [redacted] provided and left her a message requesting a call back in order to personally discuss her concerns and reach a resolution. She hopes to hear back soon 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 storage unit for one month on September 29, 2012 for a friend. On October 28, 2012, the friend begin moving the items out of the storage unit. At this point, she was told that she had until the end of the business day on October 29, to have the unit cleared out. On the morning of October 29, 2012 a payment of $160.95 was taken from my debit card for storage for the month of November. My friend arrived in the evening of October 29, 2012 to remove the last items from the unit and was told told that she had until 7:00 pm to completely clear out the unit and close the account. At this time, she was unaware that the payment had already been taken.After removing all of the items, she approached the desk to close the account and was told that she would not be able to close the account because she was not the cardholder and that she was charged an additional month of storage.On the morning of October 30, 2012, I went in to close the account and asked for a refund of $160.95 and I was told that the account had been closed. I explained that my friend was told that I was the only person who close the account and he stated that because she made such a fuss, the account was closed. He also stated that because I paid for the unit with a debit card I was not entitled to a refund because the unit should have been cleared out on October 28, 2012. When I stated that my friend was there on October 28, 2012 and was given different information, he stated that his staff would not of known how payment was made, even though the cashier pulled up the information for my friend to give her the deadline. I have since learned that there have been several complaints and unsatisfied customers who have used this location for truck rental and storage.

Product_Or_Service: Truck Rental & Storage unit

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of the $160.95 November storage charge.

Business

Response:

November 4, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Shawn McWilliams, our

Executive Assistant for the U-Haul Company of Northern CO, followed

up on the information Ms. [redacted] provided. She informed our office

she spoke to Ms. [redacted] and followed up with an email offering her

apology for the way her situation was handled at our U-Haul location.

Ms. McWilliams assured her she would be addressing the issue with

our GM of our U-Haul Center to ensure proper procedures are being

followed locally. She also advised her of a refund and sent her a

copy of the refund receipt for her records. Ms. McWilliams thanked

Ms. [redacted] for choosing U-Haul and asked her to feel free to

personally contact her for any future assistance.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I had issues with the rental equipment not functioning and improper billing.

On Sunday July 27th at 9am I was scheduled to pick up a car trailer and pickup truck. The truck had non functioning hardware for sending braker and blinker illumination to the trailer. I was told by a staff member to use the trailer anyway since they didn't have anything else to offer me at the time. I found this surprising that they would send a dangerous vehicle on the road in that condition. I insisted that they give me a working vehicle and eventually they did. It took 1.5 hours and made me late in delivering my materials. In addition they indicated they would five me the same rate for a Box truck as the pickup truck. That was not the case upon return of the equipment today 7/29. I called customer service and they indicated that they could not make the change. But "traffic" could. I was transferred to traffic and they indicated they they could not make the change either. And that someone from the location Vestal location would call me right back. They have yet to call. The non functioning pickup truck was inspected in July. Clearly although the truck was inspected the functionality of the trailer connections is not part of the inspection. I would think an organization that rents trailers and trucks for the purpose of hauling equipment would ensure this was part of the inspection. The truck was new and had 4000 miles on it so it is likely that this was a factory installed issue that was not checked. VERY strange. I attempted to be connected with Uhaul corporate management on several occasions was told that was not possible. Considering the liability issue with getting in an accident with faulty equipment I would think this would have been resolved more professionally.

My reservation numbers are as follows. The first was canceled since the truck did not function. The second is the improper charge for a box truck at a higher rate.

Contract No.: [redacted]Contract No.: [redacted]Desired Settlement: I would at a minimum like to be reimbursed the $60 I am owed. I would like to see a complete refund due to the pain and aggravation this has caused.

Business

Response:

August 6, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. [redacted] informed our office [redacted] was contacted and advised of a refund for the difference in rates in the amount of $100.11. The refund was issued back to [redacted]’s[redacted] account and should post on his next credit card statement. As we value [redacted] as a customer, [redacted] also sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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 Assistant U-Haul International

Consumer

Response:

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

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

Regards,

Review: My wife and I were in the process of moving our six children and ourselves out of a 3,400 square foot home in Boise, Idaho on July 3, 2012. Prior to this (more than a week), we had scheduled an outside moving service, and a Uhaul truck (the largest and most expensive available) to be picked up on Monday, July 2 at 6p. Our rationale was to load the smaller, boxed items ourselves into the Uhaul truck, take them to the intended destination, unload them, and then return with the Uhaul truck so the moving service could load the large, heavy items, and then unload them at the intended destination. The day before the move, the representative at Uhaul persuaded us to drop our scheduled moving service in favor of a contracted mover through Uhaul. We agreed, and the were scheduled to arrive at noon on July 3 to load the large items. Thirty minutes before they were set to arrive, the moving service called and cancelled, leaving us with no help for the large items, and less than 6 hours to return the Uhaul truck. Moreover, the representative at Uhaul refused to refund our money for the moving service, or even attempt to rectify the issue in any way.Desired Settlement: We would appreciate a FULL refund from Uhaul.

Business

Response:

July 17, 2012

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

The information Mrs. [redacted] relayed involves Moving Help, which is a division of E-Move and not U-Haul. We can suggest Moving Help, however, we are not responsible for their services. Any concerns involving E-Move or Moving Help needs to be referred back to them 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

Review: I rented a U-Haul from the store, used it all day then returned it to the store after putting in $40 in gas back into the truck. The fuel gauge Didn't work. I got a receipt for fuel right next door at **(at time of fueling). I went to Uhaul to settle up the debt, then I was informed I still owed $198 for Fuel and Mileage. I then asked to speak with the manager, and was told he wasn't there and he would be back around 2 p.m. I left and then Called 9-29-12, the manager was rude and disrespectful. I told Him I had a receipt for the fuel, with date, time, and place, then he told me I could've put the fuel in at anytime, and anywhere in the State. Then he hung up on me because I was Irratated Because what he just told me. On 9-28-12, I was talking with another Employee of Uhaul and he said "Alot of these Trucks have messed up Fuel Gauges."Desired Settlement: I don't have a Problem paying the mileage owed on the Truck. My problem is I put gas in the Truck, and they Still charging me for fuel. It's not my fault their Trucks Have faulty gauges. According to my calculations I still Owe $130.35 for mileage, according to the Contract.

Business

Response:

October 22, 2012

Thank you for your

concern for our customers Mr. [redacted] and Ms. [redacted], whose

name actually appears on the rental contract.

Mr. [redacted], our GM of

our U-Haul Moving and Storage of Southeast located in Des Moines,

followed up on the information Mr. [redacted] provided. He informed our

office he found no issues with the fuel gauge on the truck in

question and issued them an email in response explaining the charges

are valid and will stand.

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.

One of the employees of the Location Had also told me right after another employee informed me of the incident that several of the trucks had messed up fuel Gauges. I have Rented Several trucks From U-Haul, When [redacted] was the GM of the Location, I told Him about the Problem and Showed reciepts for fuel put in the Trucks and problem Solved. Mr [redacted] told me "Receipts don't prove nothing, You could've put gas in it anywhere in the state." I told him the reciept was from the ** directly across the street, with Date and Time. I also asked him to look on the Camera system to see where the truck came from when I returned it to the Store. He proceeded to tell me "Not to ever come back to his Store." I'm not disputing the mileage charge, yes there should've been $132 due for mileage, but not the fuel charge of the remaining balance. I will send an Employee to the Store and get the Guys name who told me about the "Gauges being messed up in several trucks". I didn't have a problem until [redacted] became the General Manager. When I worked for [redacted] My boss [redacted] had Problems with [redacted] at the other Location. I don't have a problem with U-Haul its Just [redacted] is starting to give them a bad name. I've Been hearing alot of Problems from my Customers about the Service they get From Mr. [redacted]. I had a Customer Reserve a Truck with [redacted] and when they Got there [redacted] Gave them a smaller Truck, we had to make 2 trips and Cost the Customer more money then need be. Then the fuel Charges were added to their Total due. the Customer didn't want to dispute it and just paid the extra Charges. I informed them that I had a Complaint against them, and they should make one to. Anothe Customer was Charged $100 for a truck she ordered online, then went to pick it up they had no truck or paperwork for her. She showed me the reciept she printed off. I think it's messed up how they can do this to people and it be ok because they Public don't want to fight for what is Right. [redacted] is not right. He is a Lier. Let God be my Witness. And you may Call my witness [redacted] @###-###-#### or ###-###-####. He walked over to the store to get an employee to show we was putting fuel in the truck and there was nobody there.

Regards,

Business

Response:

November 27, 2012

I set up a appointment online to have a hitch put on my van in Champaign IL. I received an email telling me that the appointment was on 6th at 3p and the location of the U-Haul place. When I arrived on 6th at 3p and was told that there was no hitch guy there and that I should have received a phone call from Bloomington that there was a change in location. When I was trying to get a refund from the Champaign office (had to wait on the manger)I received a voice message from the Bloomington office. I explained to them that no one had notified me about the change in location and was in Champaign therefore could not make it on time. I asked for a refund and the manger there said it was taken care and should get a refund in 3-5 days. It was day 6 and I still have no refund. I called the Bloomington office to figure out why no refund was issued yet. They told me that the Champaign office was charging me a cancellation fee of the full amount. I told me that they could refund the amount but it would be 3-5 more days for a refund. I got the corporate U-Haul number and called them. I got transferred 5 times and each time told my problem to another person. Finally I got a hold of some one who could help be but do the banking rules she said it will still be another 3-7 days for a refund. Today is the 15th and I still have not received a refund for the service and parts.

Review: Hello, mid June I had called to schedule an appointment to have 5th wheel hitch bed rails installed in my 2007 Chevy truck at the U-Haul location on west Ina road in Tucson, Az. I spoke with the technician that was to do the install and he informed me that he would be out of town on vacation until June 24th. I wanted to make an appointment for June 25th but he stated that was his day off and it could not be done. I usually only have Tuesdays off but I was able to reschedule my day off to accommodate this install. It was the only day I had left before we went out of town with our new trailer on June 28th. I scheduled my install for the 1st appointment time in the morning. A week went by and on June 24th I arrived for my appointment at 7am. When I arrived I was told that I had no appointment. Once they brought the tech out he said he did remember our conversation and that he must have forgot to put me on the schedule but would “Squeeze it in hopefully”. I was hoping it would be done in the first 2-3 hours as quoted because I did still have to pick up our new 5th wheel to bring home to prepare for our family trip. It wasn’t until I called late in the afternoon that I heard anything about the progress. I was told it took longer than anticipated. I was unsure why because I bought the model specific rails and kit. Uses factory frame holes and only 4 holes are required to be drilled through the bed for the bolts and their collars.

Upon pick up of my vehicle I noticed the hitch (which I brought in to assure fitment) wasn’t properly inserted into the rails. This was a good thing because had it been put in properly I would not have noticed that the pins intended to hold the hitch to the rails were not in place holding the hitch in. This would not have gone well if I would have picked up my fifth wheel and pulled away with an unpinned hitch attempting to pull 11,00lbs of my $45,000 toy hauler. Also I have a small wheeled cart that I had the hitch sitting on when I brought it in, kind of like a metal furniture dolly. It fits nicely between the front of the hitch and the bed but instead it was set leaning on top of my bed rails and scratched through the paint like it was just tossed in. At the point that I noticed all the issues I lost faith in the installation. I asked for 2 employees to come out to inspect the work and show them the issues I saw. They agreed that it wasn’t right and I asked to have a manager call me. That was Monday. On Tuesday I received no call so I called to speak with a manager and was informed he was unavailable and in meetings. On Wednesday I called twice but was redirected to a call center. I then had the work inspected by the service department at the dealership I manage they noticed a clear plastic baggy in the corner of the bed. It contained 2 of the four bolt collars that should have been installed between the hitch rail, through the hole in the bed and against the bracket that was installed to the frame. I called the manufacturer that day and was informed that these must be installed. Without them in place the weight oh the trailer and force of the hitch is transferred to the floor of the bed and not the brackets it is intended to do. The said the ridges in the bed could dent or distort allowing play in the hitch bolts and ultimately cause a bolt to shear and could result in an accident, injury or death. I finally spoke with the manager and he was unwilling to help. He said that I should have called his cell phone number and not that of the store. He said that he would look at the work and see about resolving it only if I brought it in to him. This is at the same time on the same day that I had a tech from my dealership repairing his work and one day before I was leaving out of town. I told him I was dissatisfied and concerned with the quality of the install and was having an employee here look at it and I wanted a refund because the work was not done properly. His comment was something to the lines of “if you have someone that is capable of doing it what did you even bring it to us?”. To answer that, for years UHAUL has installed all our hitches. I have had 4 done at the speedway location for personal vehicles over the years and 3 other on company trucks. It is what you are known for, not what my technicians are known for. I was told he would call me back with some information or a resolution. He has since made no effort to resolve this and is not taking my calls.

I contacted U-Haul via their website and spoke with a very helpful and concerned sounding woman from the Prince Rd location. I emailed her my concerns and explained the situation. She responded with an email asking me to contact the manager [redacted] once more at the Ina Rd location. She stated he was already aware of the situation. I have tried calling both the store number and his cell number and can not get a response.Desired Settlement: I have already spent money having a different technician remove the installed parts and properly install the correct one. I would like a full refund for the poorly done work I received.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Southern AZ, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and acknowledged there were some mistakes made at our U-Haul location with the hitch installation. He issued Mr. [redacted] a refund as requested and assured our office he discussed the issue with our U-Haul Center GM to avoid this from happening again.

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: Recently we chose Uhaul's UPod option to move our belongings from [redacted] to [redacted]. The contract initially stated that the Upod would arrive on July 4th, 2014, making it perfect for us as we arrive on June 30th. However, the UPod did not arrive on its guaranteed date. When we called to inquire at the [redacted] Uhaul location, the employee told me that she has no information, and I'll just have to wait. Dissatisfied with her response, I contacted Uhaul Customer Service line, who assisted me in registering a complaint against the company and the contract delivery company involved - as she couldn't give me the whereabouts of my UPod. The Customer Service representative told me I would receive a call in 24/48 hours. Two days had gone by, and still no call. On the third day I received a call from the [redacted] location (where I paid for the shipping) stating that the Upod "may have been caught in the [redacted] flooding", however they also didn't know the location of the Upod. The [redacted] representative, stated they will get in touch with the appropriate people and call me back. Never did I received a call. A couple days had passed, and I attempted to contact the [redacted] Uhaul again - leaving a message with the dispatch representative, and again never received a call back. Over a week has gone by, and I attempted yet another call to Customer Service, who informed me that my Upod should arrive on July 10th - and I would be notified. July 11th came and no contact regarding Upod location. Calling yet again, leaving a message at both [redacted] Uhaul and [redacted] Uhaul - no call back. Called July 13th to Customer Service, who informed me the Upod arrived in [redacted] on the 12th - the log stated a call was made to my cell phone at "6AM" and a message was left. However, [redacted] Uhaul does not open at this time, nor did I received a call or voice mail. I expressed my anger and disappointment with the Customer Service representative, who told me she would register another complaint on my behalf, and I would be contacted regarding the issue in 24/48 hours. Later on July 13th, I contacted [redacted] Uhaul and requested my Upod be taken out on the morning of July 14th so I may access it.

Upon arrival on July 14th, the female employee could not find my UPod for approximately 10 minutes. Stating "we haven't received it or a notice for access." I informed her of the situation, and she left for approximately 15 minutes. The employee then returned and stated that she found my Upod, at the back of storage and I would have to wait a couple hours to gain access to it. Again, repeating my displeasure and need for access, she then left for approximately 20 minutes, returned and assisted the next customer. In disbelief, I gave her the benefit of the doubt and waited. Eventually the manager entered, explaining he ran out of propane and I would have to wait for him to get more so he can get access to my UPod. In all, I waited approximately two hours to gain access.

Fortunately, everything was in order - however due to the delay we had to go without several items and make due without our belongings. This move has caused tremendous stress, and turned what should have been simple, into a nightmare. The lack of communication and inability to keep guarantee's has caused great displeasure with the Uhaul service.Desired Settlement: Due to the large amount we paid Uhaul, based on their "guarantee's" and proclaimed "professional customer service", which certainly was NOT the case. We are only seeking a 50% refund, given that the items did arrive eventually.

Business

Response:

July 23, 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 advised Mr. [redacted] she was issuing them a refund for $350 for the late delivery of their U-Box. The refund was issued to the credit card provided and 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I was told by a representative of this establishment that upon returning the U-Haul to the destination location a day early that I would be credited half of the rental amount. After returning the U-Haul early as I agreed I would, I contacted both the destination location as well as the rental location regarding the refund to my card. The destination location could not do anything but was very helpful. I called the rental location to inquire about the refund only to be told that it could not be provided. I asked to speak to the general manager and explained the situation only to be told by him that the mistake had been made by a new employee. I informed the manager that it did not matter whether it was a new employee that I was still expecting to have been refunded the amount I was told would be refunded. I ended the conversation by saying that I would be calling U-Haul company directly and that I would be contacting the Revdex.com. I did contact U-Haul which did nothing to resolve the issue. So now I am posting here to the Revdex.com so that other customers can be forewarned about this location. Product_Or_Service: Enclosed U-Haul Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund $85.50

Business

Response:

February 15, 2013

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

Our GM of our U-Haul Moving and Storage of Wilkinson Blvd. advised our office that a credit for the requested amount of $85.50 was issued back to Mr. [redacted]s’ Visa account. The credit should post on his next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a auto tow dolly in Decatur, AL for a one-way use to Douglasville, GA. I turned in the dolly in Douglasville, GA with no issues. Then 5 days later, I get a supplemental bill from uHaul for a wrong destination fee. I have the original contract which states the drop off location as Hwy 5 in Douglasville, GA. I have no clue where they got the destination in LA. But I fulfilled my contract and they, without even contacting me, charged my credit card for an erroneous charge. This unauthorized charging of my credit card is a dishonest practice. Most people may let the amount go, but I want UHaul to apologize for this and issue an immediate refund of $16.13.Desired Settlement: Immediate refund.

Business

Response:

January 7, 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 Southern Louisiana regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], I would like to apologize to you for the charge one of our locations made to your credit card. Our dealer typed in an incorrect equipment number which caused your rental contract to come up. He in error charged your account the additional money. I have credited the $16.13 back to your card. It can take your bank 5 to 7 business days before the credit appears on your account. You may want to watch for it to come through. I am also sending to you in another email a $25 VIP Certificate to use in the future for any product or service U-Haul offers. We do appreciate your business and look forward to serving you again in the future. Our field manager will also discuss this incident with the dealer making him aware of what happen and to let him know the importance of verifying the equipment twice if necessary. Once again I do apologize for our mistake and do hope you will give us the opportunity to serve you again in the future. Thank you, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: This is a long story that I will not be able to fully describe in 2000 characters but I do have this written out in an attachment I can send. Briefly. I have a 98 Mercury Sable and wanted a trailer large enough to tow my motorcycle and some of our belongings. I described this intent to U Haul over the phone when making the reservation and when at the U Haul Center. I feel I was grossly mislead that I could safely haul this trailer with my car. I had a hitch installed 6/16/12 which was disorganized and was about to leave without everything I paid for until I pointed it out on my receipt. I picked up my 6x12 trailer on 6/30/12 at Advance NC (the Winston Salem location directed me there since they didn't have this trailer in stock). The trailer leaned forward quite a bit and did not seem to get any support from the rear tires. The man that hooked up my trailer reassured me that its typical when hooking trailers up to cars. On 7/6/12, we departed Clemmons, NC and headed towards Austin, TX. Soon, other concerns became evident as the car was unstable to drive and the check engine light came on after 30 minutes of driving. We were leading transmission fluid so we checked into a hotel overnight. On 7/7/12 I took the car to a [redacted] and [redacted] and a pair of mechanics at each location thought the trailer was way too big for my car and should never have been attached. The tongue of the trailer was about 2 inches above ground and there was less than an inch of clearance between the rear tires and the fenders. The consensus was that it was dangerous to drive and should not be driven to TX. I went to a total of 4 U Haul locations attempting to get help. Each one said they couldn't help and recommended I go to another one. At the final location on Ashley Rd in Charlotte, NC I turned in my trailer for a 14' truck and auto transport.When the trailer was taken off my car I noticed the rear end didn't spring back to its previous height.Desired Settlement: Full payment of diagnostic and [redacted]airs required to bring my vehicle back to its pre-uhaul state, approximately $1300 for transmission work and [redacted]lacing the rear shocks/struts. More damage may be seen once they start the [redacted]airs. Food and lodging for one extra day of travel ($130). Additional cost from making the switch to the truck and auto transport ($190.56). These were not the only blunders along the way. There were also some very helpful people too. Would like to send attachment.

Business

Response:

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

[redacted] the Executive Assistant in our High Point, NC Regional Office has spoken to Mr. [redacted]. The damage claim with [redacted] ,our insurance carrier, has been denied and Mr. [redacted] advised Mr. [redacted] to contact them again regarding his concerns.

Mr. [redacted] informed Mr. [redacted] he has processed a credit for $320.56 to Mr. [redacted]'s credit card for the equipment swap out, lodging, and meals. The credit should appear on Mr. [redacted]'s next credit 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.

Although I do appreciate the $300, this does not address the largest expense of the $1200 damage to my car. In one of my most recent conversations last week with the insurance company ([redacted]) and U Haul I discovered I paid for one type of ball mount and was given another. The ball mount I should have received had a 3" rise. The increased rise would have decreased the amount of trailer that was leaning into my car, decreased the load the hitch was carrying, and certainly made the tongue of the trailer high enough to clear speed bumps (like I said before, this sends a shocking force first up then banging back down onto the suspension/struts). I voiced concern about the angle that the trailer was leaning into the car but was assured its "normal" when it truly wasn't. I am not sure if this response is taking this most recent information into account.

Its not only about the damage to my car but the entire experience with customer service. I rarely have so much trouble with any single company and this is by far the worst customer service I have received during any of my moves. I would like to post a review on this company. I don't feel like I am asking for anything extraordinary, just a neutral outcome. I feel this is an opportunity for them to make right the results of a series of mistakes and poor customer service.

Regards,

Business

Response:

September 18, 2012

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

Ms. [redacted], a Claims Supervisor for [redacted] Insurance Company of NE, reviewed the information Dr. [redacted] provided. She explained, according to the paperwork, the hitch installed on Dr. [redacted]'s 1998 Mercury Sable on June 16, 2012 was a Class II hitch with a 3.125 rise, which disputes his allegation that a Class I hitch was installed. Dr. [redacted] indicated he should have received the ball mount with a 3” rise, which the paperwork shows he did. The U-Haul contract advised Dr. [redacted] not to exceed 2,268 pounds of cargo. As a self move company, U-Haul has no prior knowledge on the mechanical soundness of a customer's vehicle. In this case, Dr. [redacted]'s vehicle, which is 14 years old. The suspension issue that his vehicle is experiencing could be related to normal maintenance that must be performed on vehicles. We also do not know if Dr. [redacted] followed the guidelines regarding the weight of the cargo. If it was exceeded, it could have contributed to the issues he experienced.

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.

I attached the paperwork that Ms. [redacted] refers to regarding the hitch installation. She is correct that it says there is a class II hitch with a 3.125" rise on the order sheet. I was told by a uhaul center employee where I had the trailer removed that it was a class I hitch. I looked under the car and the hitch attached to the car's frame is what was ordered so the employee was incorrect in that statement. My claim regarding the ball mount is that the ball mount installed on my car was NOT THE SAME as what was on the receipt, which is why I emailed the [redacted] employee at [redacted].com on 8/22/12. I emailed him the uhaul's website photo of the 3.125" hitch I ordered and what was installed on my car. I don't remember which photo of my car I sent him so I attached both that I had. Please notice that it is not the same as what I ordered and it would have held the trailer high enough that it tongue of the trailer wasn't banging on the road.

I was aware of the weight limitations, loading instructions with weight distribution, and potential harm it can cause if I overloaded trailer. I can only respond that I don't believe I went over the weight limit. The only way I could attempt to support that belief would be if I had visited a weigh station and even then I imagine that could be disputed. That can only be taken on good faith.

I also understand that they are not familiar with my car and how well I keep up with its maintenance or its condition prior to installing the hitch. Although its only 14 years old it only has 100k miles on it. The specific damages to my car are not part of normal wear or lack of maintenance and most importantly, the damage was not there before the fiasco with uhaul. I don't see how that could be proved so again that can only be taken on good faith.

You say that you are "committed to providing customers with the highest standards of service" and that is the main point of my complaint. The entire experience from start to finish was a mess and as each of the several problems came up throughout this experience the customer service was disasterous. Understand that I didn't get what I purchased with the hitch install, I feel uhaul [redacted]resented themselves as having expertise and knowledge in areas that they should never be advising their customers, I was misdirected multiple times while attempting to get the trailer off my car, this poor conflict resolution, and my broken car to top it off.

You don't have to believe me about the car but do understand that my customer service experience was the worst parts of my involvement with uhaul. If you don't want to [redacted]air the car then refund the original rental expense of the 500 and something dollars.

Regards,

Review: We rented 5 u-box storage units to store all of our furniture and belongings after being promised they will be stored in a clean, dry, safe environment in July 2013 over the phone we were never offered insurance or offered a climate controlled environment. Our last visit was in July 2014 prior to the discover of our belongings being covered in mold September 2014. When we talked to U-Haul they gave us [redacted] Insurance Company's phone number to file a claim. After speaking with the adjuster she told me to just document and send pictures to her. After we set up a delivery time and place, I received a phone call from the adjuster she stated she was going to be there when they were going to be delivered. She came out twice to take pictures of the damages that was done to our belongings. I was told that we were waiting on approval for a cleaning company to come out and pack the things that might be able to be saved. After several attempts of trying to reach someone over a weeks time.I received a letter in the mail stating that the investigation on the claim had been concluded and they were declining payment.I asked U-Haul for a copy of the contract that they said we had with them, they emailed it to us. The contract in question contains no valid signature, an invalid address, no initial by neither my wife or myself indicating the contract.Desired Settlement: DesiredSettlementID: Replacement

We are asking for our contents to be replaced. Our estimated replacement value is $15,346.00. I am also asking to be reimbursed for the full amount of my rentals. $348.30 x 14 months Totaling $4,876.20.

Business

Response:

December 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 SW Ohio Regional Office, followed up on the information Ms. [redacted] provided. He informed our office an inspection was done at the storage location involved and they found no mold issues in the building. He also relayed there is no climate controlled environment offered to the stored items. Ms. [redacted]’s claim was 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.

[Provide details of why you are not satisfied with this resolution.]We do not accept the response made by U-Haul they promised us that our belongings will be stored in a clean , DRY , safe , environment. Are belongings became covered with mold in their care. We feel they did not fulfill their promise by keeping our storage units dry and free of moisture which caused mold to set into our units. We are CC our attorney, he will be opening a [redacted] if U-Haul does not take care of their responsibilities.

Regards,

Business

Response:

January 9, 2015

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our SW Ohio Regional Office, advised our office that Ms. [redacted]’s concerns were reviewed by both our President of our Regional Office as well as [redacted] Insurance Company. Please be advised that the storage building was inspected and the decision not to pay any damages remains the same.

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 reserved a cargo van from U-Haul online, using U-Hauls online reservation website. To confirm the reservation I used my credit card and everything was fine. The day I picked up my rental they ask for a credit card and got authorization with a code from the bank. I picked up my cargo van on 5/28/2013 and I returned the van the next day to the same location. I was told everything was fine and my cc would be billed for the one day rental. A few weeks later I received a bill from U-Haul collections for $61.66 for the rental and a late fee for non payment. I checked my cc and they did receive payment. I was charged $30.00 for a late fee because the location that I rented the cargo van from did not process or forward my payment to the proper location, department, people This is not my fault, because they had my payment information from day 1. I have been trying to get a refund of $30.00 for the late payment fee for about 2 months and still no refund as of 7/26/2013Desired Settlement: Late fee of $30.00

Business

Response:

July 31, 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 Los Angeles West, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for $30 as requested.

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,

What started off as a very bad experience with Uhaul was quickly fixed by their excellent national customer service. The individual places had issues reserving the correct truck size for me and telling me when it would be in and also decided to charge me an unexplained cleaning fee. However, when I filed a complaint through Uhaul, they gave me money back and apologized profusely, as well as gave me a future gift certificate that doesn't expire for 2 years. I was very impressed with Uhaul and would recommend filing any complaints directly through them. They were courteous, kind and bent over backwards to help me out once they realized their employees had treated me badly when I was moving.

Bad customer service from Manager [redacted]. He practice bad customer service in from of his employees and yelled at his employees in from of customers. I went in to have a hitch installed and he gave me bad time. I would never return to this location. Uhaul needs to get rip of this guy.

Review: been charged to much for a uhaul that was rented only moved 20 miles away from where I did live and made 2 trip stop on the way and gased up the uhaul twice on the way back to drop off the uhaul. only had the uhaul for a total of 12 hours been charge a late fee for what I have no idea.Desired Settlement: just 2 put the money that I dont owe back in my account because I file a claim with my bank which I dont want to do unless I have to

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 sent Ms. [redacted] an email and left a message requesting a return call in order to personally address her concerns but has not heard back. She hopes to receive a return email or call soon.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I reserved a 26 foot rental truck for pickup in [redacted] on 6/30/2013 at 9am and received confirmation of said reservation. The reservation / master order number was [redacted] On Saturday, 6/29/2013 at 6pm I received a voicemail asking me to call about my reservation. I call back and the rep tells me they don't have a truck for me to rent on Sunday. They can get me a 17 foot truck to be picked up in [redacted]. I explained to the rep that my move is the next day and that it's 6pm much too late to change my plans. All of the preparations have been made. Movers have been hired. A 17 foot truck won't work. That's why I ordered the 26 foot truck. Furthermore, [redacted] is farther away from me and would have drastically increased the mileage charge for my day's usage. I understand that things happen, but in this type of industry, the reservation IS the most critical part. I've done some research and found that UHaul is notorious for pulling these types of shenanigans to its customers. I am now left in a bind. No truck to rent. No way to move and my move out date IS 6/30/2013. In other words I have to be out by the end of the day on 6/30/2013.Desired Settlement: I'm not sure what the remedy is for this. Ideally, they would honor their reservation or rent a truck from whoever and make sure I had access to a 26 foot truck on the day of the scheduled move. Obviously, that is not going to happen. My move is ruined and now I will be on the hook for paying movers (twice), trying to rent a truck which will undoubtedly cost more and potential eviction. Perhaps they should pay for everything. Movers, truck and any thing that arises from me missing my move out date.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]e provided. He informed our office he left a message as well as sent an email to Mr. [redacted]e offering his apology for the issue he experienced with his reservation and requested a return call in order to personally address his concerns. Mr. [redacted] can be reached at ###-###-####. He hopes to hear from Mr. [redacted] soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was coerced into buying Uhaul's insurance by the agents at the location. I find this very disgusting. When I got to pick up a van, things were going well until I was offered insurance coverage. I explained to the agent that I have sufficient insurance coverage on my personal car and my credit card, therefore I did not wish to add coverage to my rental. So the agent explained that she needed to see proof of my insurance. I proceeded to pull up my insurance card on my smart phone because my insurance provider do not provide paper proof of insurance. To my surprise, the agent refused to accept the proof I just pulled up on my smart phone. She insisted that I must provide a paper proof of insurance. I explained to her that it was impossible for me to provide a paper proof of insurance because my insurance provider is paperless. I even offered to call the insurance company so she could speak to them to get verbal verification of my insurance coverage. She then explained that the only way I could pick up the rental van is to buy uhaul insurance. I had no choice but to yield to her ultimatum. However, when I returned the rental van, the same agent finalized the transaction and sent my final receipt to my e-mail address. I find very contradictory that a company would refuse to accept my electronic proof of insurance, but will send my final receipt and rental agreement to my e-mail address. When I pointed this out to the agent, she responded "the transaction is final now, there's nothing I can do for you".Desired Settlement: DesiredSettlementID: Refund

Refund cost of insurance coverage.

Business

Response:

December 13, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Our GM of our U-Haul Center involved contacted Mr. [redacted]and advised him of a refund for the Collision Damage Waiver back to his Master Card account. The refund for $11 should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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. Consider this complaint resolved.

Regards,

I rented a moving truck from the U-Haul location on 5315 Summer Avenue June 29, 2014. When I went to put down the deposit, I told the lady behind the counter that I needed to leave my vehicle, but I would be back after they closed to pick it up and I asked where could I park. She told me, so that's where I parked. When I returned the truck, I noticed another one of their trucks parked diagonally in the area whenever the lady told me leave my vehicle, but I didn't think it'd be blocking the cars where I was told to park. I needed to find the drop-off box first, so I started to look for it when one of the guys worked there saw me wondering and asked if I needed help (it was after hours). He pointed to where the box was and drove off. After that, I proceeded to my car and noticed the lady that told me where to park sitting in her car. When I got to my car, I noticed the truck parked diagonally was blocking the section where I was told to park. I thought there's no way I'm blocked, there must be an exit on the side of the building. There was not. I drove back to the spot to see if she was still sitting in her car, but she wasn't. I called customer service to let them know what happened. I spoke to a gentleman long enough to give him my info and to tell him I was blocked in, but I was disconnected. I called a ride and waited. About 15-25 minutes later, a guy pulled up and started asking me questions. He never let me know who he was, plus he was very unprofessional. He had an attitude and a mean tone to his voice. Well, because of that, I got on the defense and our communication went south. After that, he told that someone had called him to let me out and he was there to do just that, but since I had and attitude and didn't like how I was talking to him, he wasn't going to unblock my car. He then drove off. He actually left me standing there when he could've helped me. Again, his attitude and the fact that he never identified himself started the whole altercation. If he'd said who he was and then asked me those questions, problem solved and I could've went home. I called customer service again to complain after my ride picked me up and the rep game a reference number to use when I called the regional office. The regional office put me in touch with the store that I rented the truck from and told me to talk to the general manager which, oddly enough sounded like the gentleman I had the altercation with. He apologized and refunded the cost of the truck (29.99). That was OK, but that wasn't the issue. I lost valuable time (I had to spend the night with the person who picked me up) and couldn't finish moving all my things until the following evening. A refund couldn't replace that time. It was the worst experience I've ever had as far as customer service is concerned. Oh and on top of tap, I was misquoted the price of the deposit for the truck, etc. when I called the reservation number. It was just a nightmare experience. Please be cognizant when spending your money with these guys, especially this location ([redacted], Memphis, TN). Hopefully your experience will be different.