J.R.J. Tara Corporation

Review: Avoiding responsibility of damaged/eletrical issueand charging me $471.00 for usage.

I rented a truck from them.while my brother and I were in it(preparing to unload the truck), we started to smell smoke as we backed it up to our new apartment. I initially dismissed it as outside smells coming through the vents. But my brother saw smoke a few moments later coming out of the vent after the dashboard lights had went out. We jumped out of the truck because we thought it was a fire and let the truck sit where it was,in which, it got stuck.

Now, we were told that because we drove it on grass that not only was it our fault, but that the ir was NOTHING wrong with the truck. The only reason their mechanic has not found anything wrong with the truck is because he obviously didn't lift up the dash and chances are that it no longer lights up at all. Here is the most recent email I have recieved from management at the [redacted] location as well asmy response:

[redacted] 01/19/2012:

It's come to this, huh? I'll tell you what was wing with your truck that you're mechanic was too lazy or dumb to find: the dash panel's lighting switch had a short that started smoking which is why we couldn't see anything at night and why we jumped out of the truck. And since Uhaul is happy with sticking me with this many charges, you can also let them know that EVERYONE will know about the $471 charge I've been given when the smoke got inn the cab and that a mechanic couldn't find it and that Uhaul thinks I'm lying despite the thousands of dollars I've spent with you all in the last year.

Sent from Yahoo! Mail on Android

From: [email protected] <[email protected]>;

To: <[email protected]>;

Subject: U-Haul Reference #[redacted]

Sent: Sat, Jan 19, 2013 1:40:43 PM

I'm sorry for the way things have come to be. but things are out of my hands. the first mechanice found nothing. you took things on your self to jump the truck and move on we could have put you in another truck. I knew nothing of what was going on. then you took the truck of the road and got it stuck. that is abuse. that is why the charges are the way they are. I have worked had for my customers even on my days off. I cant take care of them after the fact. i'm sorry. and yes I have been known to help unload and load a replacement truck on the side of the road from a breakdown. and waited 1.5 hours for some one to come get me not the customer. they were on there way to finish the move. I nor Uhaul. is at blame for this. please understand. Greg Twiddy</[email protected]></[email protected]>Desired Settlement: I want that $471.00 charge cut in half. I will take responsibility as a partially disabled vet for moving the truck into grass to make it easier for me to carry furniture into my apartment but I will not be left with the blame to faulty equipment when over the last year I have willingly paid my late fees for storage with Uhaul knowing that I was completely wrong.

I ALWAYS take responsibility for my faults but I NEVER take responsibility for others.

Business

Response:

January 24, 2013

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

Ms. Wendy Holland, our Executive Assistant for the U-Haul Company of Charlotte, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and explained that they gave him a discount on his rental as an adjustment and split the cost of the tow service.

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: Confirmation / contract # [redacted]On Mon., June 3, I went in person to reserve a truck from [redacted]'s Equipment Rental ([redacted]) the closest UHaul provider to us. I was debating between a 20' and 26' truck, knowing we needed large enough for 3 bedroom, but not necessarily 4. The woman assured me they had a 20' being dropped off that Thursday (June 6), and even went as far to say that if for some reason they were unable to get a 20' to us, they would upgrade and drop off a 26' at no extra charge to us. She said they would know by Thursday for certain what they were getting. She also told us there was a *possibility* they would deliver the truck to another location, which was "about 3 miles down the road from Gate 2" - i.e., follow E [redacted] to the end, hang a right at [redacted] Hwy, and it's down the road about 3 miles. She was to inform us by Thursday if that was the case. We made our reservation for an 8 a.m. pickup.I had not heard anything by from [redacted]'s Equipment by Thursday, so I assumed we were good. On Fri., June 7, at 2:22p.m., I received a text stating our UHaul would be ready for pickup at *9a.m.* (not 8a.m. as confirmed with [redacted]'s), and the location would be [redacted] Highway - opposite direction - and several miles farther - from the possible secondary pickup location I was forewarned about.I called the number listed on text message to inquire (and complain some) about the situation. They told me it was the closest location they could get us our truck, and that they were reimbursing us by only charging 0.79/mile instead of the usual 0.99/mile (definitely not happy with that, as we were being forced to drive several miles farther.There is not enough room in this "complaint description" to fit entire complaint! There is more to this than space allows ....

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At a minimum, an apology and refund for the inconvenience, extra time and mileage required as a result of us receiving downgrade and being forced to drive farther!

Business

Response:

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

Mr. [redacted], our President for the U-Haul Company of Southern GA, followed up on the information Mrs. [redacted] provided. He informed our office he has left messages for Mr. or Mrs. [redacted] but has not heard back. A credit for the $50.00 Reservation Guarantee Fee was issued back to their Master Card account on June 18th. Mr. [redacted] also issued a supplemental refund for $60.00 as an adjustment back to the same Master Card account. Both credits 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

Review: I rented a trailer from this Uhaul location and provided the agent with a Uhaul VIP certificate to cover the cost of the rental. Despite this, my credit card was charged for the entire amount of the rental. Several attempts to resolve the issue with both the location and Uhaul customer service have been unsuccessful.Desired Settlement: I would like the rental amount refunded to my credit card and the entire amount charged against the certificate.

Business

Response:

October 17, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Alberta, followed up on

the information Mr. [redacted] provided. She informed our office she

left a message for Mr. [redacted] requesting a return call in order to

verify the Certificate number and issue the appropriate refund. She

hopes to hear back from him 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 reserved a 24ft truck online and chose my location for pick up (contract [redacted]). My truck was not available at the time of pick up at the location. U-Haul guarantee says, if we do not have your original order we will give you $50 back. Well I waited for almost an hour for someone to return that size truck. They called around Nashville, TN, still not one available. So they decided to give me a 20 ft truck. Which the truck they should have gave me supposed to be bigger, which they didn't have either. So I called the # 1 800 go uhaul. I filed a complaint with them which one of the customer service manager denied with no explanation on file according to [redacted] on 06/10/2013. That is not living up to their guarantee.Desired Settlement: To have them live up to their guarantee and reward me with the $50.

Business

Response:

June 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], a Customer Service Agent, followed up on the information Mr. [redacted] provided. He contacted Mr. [redacted] and advised him of the $50.00 refund for the Guaranteed Reservation Fee he issued back to his Master Care account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: rented a 14' truck and had a confirmed and guarenteed truck set to be picked up on Saturday Nov 1 2014 at 8:30 a.m.. drive 70 miles to get truck and do a one way move from fairfield to santa rosa. The purpose of the truck rental was to move my 80 yr old father to a new residence closer to me. I made the reservation a month in advance. When my husband and I arrived to pick up truck I was told there was no truck available even though I spoke to the manager the day before and was assured the truck would be there and ready to go. The u haul rep named [redacted] was extremely unprofessional and set us to the side as he helped other customers. There was a 14' truck on site but I was told it was not my truck and could only be rented for local moves and not one way. I begged him for the truck as we wereon a time schedule. The rep would not give me the managers phone number. He looked for trucks in other cities but no guarantee they would have them. We couldn't go to other cities and risk if a truck would be there or not. I kept asking for the truck on his lot and he said he would lose his job. Then in the next sentence he said he would rent it to us but we would have to bring it back. That totally defeated the purpose of a one way rental. We haggled, pleaded and begged for an hour and a half before I called penske and got a one way rental right away even though it costed me $100 more. I will never do business with U haul again because of this incident. They did nothing to honor their"guarantee".Desired Settlement: I believe when a company gives a customer a "confirmed and guaranteed" truck reservation that they honor it. Maybe some customer service training out in the field is in order. The total objective of any service oriented company should be #1 customer service.

Business

Response:

November 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:We have received your concern via the Revdex.com of Arizona. I have researched your reservation. I found that we had Scheduled and Confirmed your reservation for a one way 14’ truck on October 31st for pickup on Nov. 1 at our location at [redacted]. The truck was scheduled for pickup at Noon. We sent you a text message with that information on 10/31 at 9:45 a.m. since that was your preferred method of contact. When the equipment was not picked up at Noon on 11/1, we called you at Noon and left a message that if the equipment was not picked up, we would cancel your reservation. At 12:48 p.m. on 11/1 another truck was reserved for you at [redacted] with a 3:30 p.m pickup. I am assuming that you were at the location on Texas Street. According to you, " We couldn’t go to other cities and risk if a truck would be there or not." The truck was there, unfortunately you decided not to go to Dixon. We make every attempt to get our customers the equipment they request at their preferred location but there are times customers must go to another location. You also state you "haggled and pleaded for an hour and a half" to get the locations in town equipment. We have vehicles that are designated for in town rentals only. You pickup and return to the same location. If a customer takes that equipment and drops it at another location, the charge is double the one way rate. The dealer saved you from having this charge. Dixon is approximately 20 miles from Fairfield and if you had gone there, you would have been back to Fairfield by the time you were still trying to the local truck. I’m sorry you feel we didn’t honor your reservation. Once we confirmed and scheduled you at the North Texas location, we honored your request, you failed to pickup the equipment and it was rented to someone else.

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,

Review: company failed to charge agreed contract rental on unit (charged more). company failed to apply credit to paid amounts. company failed to apply proper credit to paid rent due. company did not bill ahead of time. company still failed to bill the amounts due, although customer requested bill. As a result, customer was continually billed fees AFTER they were due, and so was continually being billed with no resolve. Further, most disturbing of all, was the bill was continually back dated, so there always was a fee charged. ?! Number of complaints were submitted, however, the manager just said it wasn't me, it is the software billing system of U-Haul.

Unethical and illegal billing practices. Accounting is in error.

Business

Response:

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Manhattan Bronx regional office, followed up on the information Ms. [redacted] provided. She informed our office the late fees were waived and Ms. [redacted] was advised of the date when rent is due. We also explained she should pay a few weeks ahead in order to avoid any further late fees on her storage account.

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 cannot say. The billing was in error, but yes, now (per email I received from someone) it appears they cleared the charges. So, don't know.

I think it is resolved, but billing was in error.

Regards,

Review: This is regarding UHaul Moving & Storage at South Cobb in Smyrna GA. I had a pod storage unit beginning in July of 2012 and ending in September of 2012. My unit was reserved online, my only direct contact was when I was loading the unit. I was set up with a web self storage account and the payments were made automatically using my debit card. In September I used the messaging system on the web self storage account to notify Mr. Alvarenga, the manager, that I was interested in retreiving items from the unit and wanted to know the process to do so. I also subsequently called and left a message at the 7704325249 number indicating that I needed to reserve both movers and to end my storage lease. I was then contacted by a moving company Easy Movers, who retrieved, unloaded, and returned my pod unit on September 22nd. On or about October 15th my account went negative. When I investigated to determine why it went negative, I found that, though I had vacated the pod, I was still being charged the monthly storage fee. I called and was transferred three times, no one being able to indiate why I was charged. As a result, I was charged an overage fee of 35$. I again attempted to use the web self storage account to contact Mr. Alvarenga. To date, I have not heard from anyone to explain why I was charged although I had vacated the unit. I normally am able to amicably resolve situations like this on my own but the complete lack of response to my inquires is of great concern. Uhaul holds people's valuables and therefore holds a position of trust. This web self storage account is an integral part of how you now do business (it is my understanding that the storage people themselves were accessing account information using the vary same system. In this instance it failed to serve as a tool for me to communicate with the site and it failed when I called in as a tool for the company to be able to determine the status of my account.Desired Settlement: I am requesting a refund of the October charge and payment of the overage fee.

Business

Response:

November 6, 2012

Thank you for your concern for our customer [redacted]

Ms. Wright, our Executive Assistant for the U-Haul Company of Northern Georgia, followed up on the information [redacted]provided with our U-Haul Center GM. She informed our office [redacted]was contacted and offered an apology for the error and also advised of a refund for $109.15.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to [redacted], this resolution has been executed and is resolved. I appreciate the swift response of both corporate and the local manager. I also appreciate your faciliation of this matter. I think that this was likely just a one time snafu, which any good business may experience from time to time. Please feel free to include these comments in their public file.

Regards,

Review: My complaint is about my dissatisfaction with the rental equipment I paid for on 08/17/12. [redacted] ([redacted]) rented out a 26' truck that had no AC and apparently engine issues ( the cabin of the truck was extremely hot due to the truck overheating and no AC). This rental was a one way rental from Louisville, Ky to Tampa, Fl over 1000 miles, a 13 hr trip. This truck was not in any condition for a long distance move and should not have been rented to anyone traveling that distance. It also had steering issues, there was a lot of play in the wheel (the steering was not tight). I have called the 800 number to address this issue. I received a call and emails from [redacted], Area Field Manager, U-Haul Company of KY. He felt a 20% discount would suffice. I disagree. I have called and emailed Mr. [redacted] to express my feelings and concerns. I can not get him on the phone. He refunded $223.40 to my card, not impressed or satisfied. I also have a problem with the small mom and pop places that reservations at Uhaul are sent to. They almost never have the good quality vehicles as say a Uhaul store. Someone should do something about these issues.Desired Settlement: I would like my money to be refunded to me.

Business

Response:

October 10, 2012

Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract.

[redacted] the Executive Assistant in our Louisville,KY Regional Office informed us an additional credit of $335.10 will be refunded to Ms. [redacted]'s [redacted] Card. This amount along with the previous credit of $233.40 represents 50% off the base rate of the truck.

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

Sincerely,

Executive Assistant

U-haul International

Review: In March I made a reservation via the U-Haul website for a U-Box, to be delivered to my apartment at the end of July. In the two weeks leading up to my move, I spoke to various people in the Minneapolis and Crystal stores, as well as at U-Haul Customer Service, to try to confirm my reservation and drop off time. I would conservatively estimate that this took two hours. The day before my U-Box was supposed to be delivered, I spent approximately four additional hours on the phone, being told that they had overbooked and would not be able to deliver. I was moving out of an apartment and moving across the country - my lease was up. I had a reservation number made months in advance. Finally, after hours spent on the phone, hours that I needed to spend packing and tying up other loose ends, I was told that I would have a U-Box that evening, and that I would be called when they arrived at my apartment.My U-Box was dropped off without my notice, parked illegally (directly in front of a stop sign). I had to call the store and have them come back and move it. I was late for an appointment because of this. There were no apologies made.I filled my U-Box, it was picked up. The charges from U-Haul hit my credit card. Three different locations (Crystal, Blaine, and Nicollet) charged me - I called customer service for information about the charges (I had never received a receipt from U-Haul) and we agreed that two charges totaling $1421.04 were correct and that two charges totaling $105.68 would be reversed. Because of this conversation, I did not contest with my credit card company. The charges have not been reversed. When I called customer service back, I was told that I needed to speak with the stores directly. The stores claim that the charges should not be reversed. No one at customer service will speak to me about why I was told they would be reversed. This took up about another three hours of my time.

Product_Or_Service: U-Box

Account_Number: Never recievedDesired Settlement: DesiredSettlementID: Refund

I would like the $105.68 in credit card charges reversed, and I believe that I am due additional refunds due to the amount of time I have spend on the phone, trying to resolve these issues, when I should have been free to work. Nine hours wasted is not insignificant.

Business

Response:

October 9, 2012

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

[redacted] the Executive Assistant in our Blaine, MN Regional Office informed us she has credited $105.68 to Ms. [redacted]'s Discover Card. The credit should appear on Ms. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-haul International

Review: I bought a tow bar and took it to my local U-Haul shop to have it mounted to my Jeep for towing with my Rv. They drilled big holes in my bumper and then attachedthe towbar to styrofoam instead of metal or steel.When we tried to tow our Jeep on our way to vacation in Oklahomea we didn't even make it out of our parking lot before it ripped off the front of our Jeep. 3 months later we are just now gettin an offer of settlement of $1500. They made us get 3 estimates and none were under $3500 and that is just for the body work. All 3 body shops explained that there was most likely more damage internally , probably to the frame from the way it ripped off. We have a very ill, handicapped child who needs constant visits to Nemours Childrens hospital that we are struggling to find a way to get him there because we are down a vehilce.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to fix my vehicle from the major damage they caused. We also had to rent a vehiclefor our vacation that wasalready planned and paid for because we were unable to use our vehicle as planned and the damage was caused on our way out of town. The other issue is tha we have a very ill, disabled child who requires many regular visitsto Nemours childrens hospitaland we are without a vehicle for more than 3 months noow and they know that , a

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mr. [redacted].

RepWest Insurance Company

advised our office that Mr. [redacted]'s claim was paid on October 3rd

in the amount of $1502.72.

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'd like to say that Uhaul did not check it's truck's tires properly, especially knowing this truck would be going cross country. In Alabama at 725am the right rear inner tire blew out, almost causing a fatal accident and possibly killing my husband and father in law. Luckily there weren't many cars on the road at that time or it could have been extremely bad. So we had to go to the next exit which ended up being a rest area because we were in the middle of nowhere with nothing to eat or drink and waiting 5 hours for a repairman to come to fix the tire. I'm extremely glad I asked the Uhaul emergency line to have them bring 2 tires as well because when we looked, the tire next to the one that blew had cracks in it and terrible tread. I am totally shocked that they could have sent out a truck in this condition!!! Not only that, but afterwards continuing on our trip after wasting 5 hours of our time with 2 young children, 2 cats and 2 dogs... The check engine light also came on. At that point we were just ready to get to Houston and we just let them know about it when we dropped off the truck. So total this trip took us 25 hours when it should've only been 20! Also, something more I need to complain about is the fact that when we rented the trailer, we were only going to need it for 2 days, yet we did not get any choice in the length of rental. Therefore we had to pay over $500 to rent the trailer for 4 days when we only needed 2 days. Not only that, but the repair man (hired by Uhaul) said this happens frequently and Uhaul doesn't check it's air pressure regularly. Also the people at the drop off location in Houston said tire blowouts happen frequently, but they insisted that they DO check the tire pressure on every vehicle. So then why are blow outs SO common??? That's a HUGE liability!!! No wonder they force everyone to get insurance when renting one of their trucks!!! Other trucks I've rented gave us the option! And they don't really care if people are killed or maimed because of these so called blow outs that "happen all the time"????? These are people's lives and families they're messing with here!!! I have absolutely NO idea how they can still be in business operating this way! I have already posted multiple pictures on my facebook page and have told all my friends NEVER to use Uhaul! If you'd also like to see some pictures, I'd LOVE to share them with you! Just give me an email address to send them to.Desired Settlement: So I seriously want at least half of my money back on the trailer rental and I don't know how they are going to compensate us for the totally unnecessary interruption to our move, our lost time, shock at possible catastrophe and the undue distress placed on the children (and pets) while waiting so long without food. This is a ridiculously unnecessary outcome that shouldn't have happened had someone actually been doing their jobs.

Business

Response:

October 26, 2012

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

Ms. Carolyn Jones, our Executive Assistant for the U-Haul Company of Louisville, followed up on the information Mrs. [redacted] provided. She left a message for Mrs. [redacted] but did not receive a return call, therefore, she sent her an email with an offer to refund $300.00 for the delay she incurred due to the breakdown.

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:

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

Regards,

Review: On August 2, My Sister, [redacted], contacted Uhaul our my behalf to set up a truck reservation for our move from [redacted], FL to [redacted], MD. The reservation included a 10ft truck and a tow dolly, with a total price of $572.90 for a move date of August 13. On August 10 I contacted Uhual to change the reservation. I moved up from a 10ft truck to a 14ft truck with a new move date of August 20. The price increased by $60.00 total, $491.00 for the 14ft truck and $140.00 for the tow dolly. On August 20, I went to pick up the Uhaul at [redacted]. I was informed that my debit card had been charged 787.77. This is $156.00 MORE than the cost I confirmed. I was refunded the total amount and then charged the new amount of $528.24. The original charge, although refunded, was still pending on my account. This meant I was unable to access the money in my account to pay for our drive. I spent several hours between the bank and Uhaul to remove that charge. The truck was FILTHY dirty, old combs, empty bottles..etc. within 50 miles of our drive, the change oil light came on. Upon arriving at our destination the return location was incorrect. We contacted the [redacted] office to get new information. We were hung up on FOUR times. We learned after actually returning it, that we were missing paperwork for the truck and ANY conformation that we had the right to use the trailer. We drove over 1000.00 miles ILLEGALLY. I contacted uhaul to request a refund and resolve the matter. I was told that I was a liar, that nothing was wrong with the truck and that I should be happy I didn't have to pay for the trailer. The manager, [redacted], that I spoke with, had no care or concern for the issues we had. MD, VA, NC, SC and FL police confirmed that using the tow dolly without proper paperwork is legal and would result in anything from a fine to jail time (based on state). This was a disgusting, frustrating and AWFUL experience. I informed Uhaul Manager [redacted] that I would contact Revdex.com - he laughed.Desired Settlement: I am requesting a FULL and TOTAL refund in the amount of $528.24.

Business

Response:

September 7, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call to personally address his concerns but they have not received a call back. She also mentioned that Mr. [redacted] was not charged for the towdolly rental to help offset the inconvenience he experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Approximately three weeks ago, we made a reservation online with Uhaul. We were to pick up a 26' truck at 8 AM on 5/31/13. On 5/30/13, we received a phone call from Uhaul, confirming the reservation and a text message confirming the reservation.

On 5/31, we hired someone to help us move, drove about 100 miles and we were at Uhaul at 8 AM, but there was no 26' truck. We were told that a 20' truck would be available around 1230 PM. So we stayed in town and found things to do to kill time while we waited. We were back at Uhaul at 1230 and we were then told that the 20' truck had a broken axle or something and wouldn't be available, but there would be a 26' truck coming in at 500 PM. So once again, we found things to do until then.

Please note that we have a 5 month old daughter that had been in and out of a car for about 6 hours by this time.

We came back to the Uhaul location at 5 and we had to stand in line for two and a half hours before we even got to the counter. Upon arriving to the counter at 730 PM, we were told there was no truck there. During this time I had been on the phone with Uhaul Customer Service and was told that they would "for sure" have a truck coming in at 830 PM and they would make sure that the location stayed open until we had a truck.

At this point, it was 830 PM and it had been 12 1/2 hours of us waiting on a truck, when our original reservation had been confirmed via phone and text for 8 AM . By this time, our 5 month old daughter had now been in and out of a car for 14 1/2 hours and she was out of bottles. When I left the house, I had packed enough bottles to get her through 12 hours, when in reality, we should have had this done and been back home within 6 hours. So I overpacked her bottles and we STILL ran out so we had to go to the store and BUY her more formula.

Finally, Uhaul offered us a truck that was damaged, it had been returned with holes in the trailer, so anything we had put in it would have gotten wet , but they offered it. Unfortunately, it had now started raining, so we told them no. Come to find out, that same truck had been in the yard all day, but they didn't offer it to us until that night. Please note that it did not start raining until that night, so if they had offered that truck to us originally, we would have taken it since it was not raining and all of this could have been avoided.

So now it's about 930 PM and we had nothing but a two hour drive back home, empty-handed, after wasting time (15 hours) and gas and money-for NOTHING.

This brings us to today, Saturday, June 1, 8 AM. We have no truck, with two storage units and a two bedroom house that still needs to be loaded up and moved. We are now facing paying another month worth of rents on the said storage units and house, when we have a perfectly fine house ready for us to move in to. However, because of the incompetency and un-willingness of Uhaul to get this resolved, when we did everything we were supposed to, by the book and Uhaul screwed up everything, we are stuck.

Now, with that being said, my husband has been on the road and on the phone all day long trying to make additional arrangements. He finally got Uhaul to get us a truck. At around 1130 AM today, June 1, they told him there was a truck coming in at 230 PM that he could have. Uhaul even spoke to the customer that currently had the truck and they confirmed that it would be turned in at 230 PM. So now, my husband is still on the road, driving another 100 miles to be at Uhaul at 230 PM. Upon his arrival to Uhaul, a little before 230, guess what - there is no truck. So once again, my husband is waiting on Uhaul, and he still has a two hour drive BACK HOME, once we GET a truck, and two storage units and a house to load up and then UNLOAD.

FINALLY, at 4 PM, he has a truck.

To recount the problems:

We made a reservation three weeks ago to pick up a 26' truck at 8 AM on 5/31/13. On 5/30, the reservation was confirmed via phone and text. At 8 AM on 5/31, there is no truck. We are offered a 20' truck to be picked up at 1230. At 1230, we arrive to pick up the truck, only to be told it is out of service. So then we are offered a 26' truck at 500 PM. At 500 PM we arrive, only to have to stand in line for 2 1/2 hours to be told there is no truck. We are then assured we would have a truck by 830 PM. At 830 PM the truck we were assured, was not there, so we were then offered a truck that was damaged with holes in it and it had started to rain, only to find out the damaged truck had been available all day, when it wasn't raining, and were never offered it when we would have taken that to save all this trouble. The following day, we were told there would be a truck ready at 230 PM and when we went to pick it up at 230 PM, it wasn't there, it didn't arrive until 4 PM.

To recount the inconveniences:

We drove 100 miles to pick up a truck that wasn't there. We had to waste about 15 hours, waste gas and waste money. We had a five month old daughter that was stuck in a car seat for 15 hours and that ran out of formula, when I had enough formula to last her twelve hours for a six hour trip. We had to spend money to find things to do in said 15 hour period, we had to spend money on formula. We now have to pay someone more money than was budgeted because we couldn't move when we should have been able to. We are now facing paying rent for another month on TWO storage units and paying rent on our current house because we won't be out in time, because we had no truck. There is the inconvenience of the miles we have done, going back and forth and trying to find other places that had a truck and the hours we spent on the phone with the location and with Uhaul customer service. And the main thing - there is the inconvenience of us NOT being able to move out of our current house and in to our new house.Desired Settlement: We are requesting a refund of any and all money that we will have spent on the actual rental of the truck and the cost of the dolly and the pads. We are also requesting a full refund of the cost of the mileage for the rental. We are also requesting compensation for the inconveniences we have suffered while trying to get this resolved and get moved, such as the fact that our five month old daughter was stuck in a car seat for 16 hours and ran out of formula and had to buy more formula; Compensation for the gas money on our personal car going back and forth and the gas for the Uhaul truck; Compensation for what we will have to pay extra to the person helping us move; and compensation for the fact that we will have to pay another month worth of rent on the two storage units and the rent for our current house, plus the extra days we will have to pay for electricity and water in the house that we are not able to move out of yet.

Business

Response:

June 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of [redacted] followed up on the information Mrs[redacted]provided. She informed our office she sent Mr. and Mrs[redacted]a letter offering her apology for the inconvenience they experienced. She addressed their concerns and explained, in addition to a refund for the $50.00 Reservation Guarantee Fee issued on May 31st, she issued a supplemental refund for $100 as an adjustment on their rental. Both credits should post on their next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I used U-Haul services to move my furniture from California to Tennessee and I also paid for insurance to protect my furniture. My furniture arrived super damaged!!! The legs to my couches were gone and it is sitting lopsided, my entertainment center was a huge hole, my barstool chairs have scratches on the wood, my couches are leather and are ripped up from all the sides! When I called U-Haul they said that they have no responsibility to my damaged furniture and first they said I did not have insurance when clearly I have a receipt that says I purchased insurance for my furniture if it was damaged. I also called the customer service rep and she told me yes indeed I do have insurance if anything was damaged ( that was before the damage). When I called U Haul to let them know my furniture came damaged they said they are not responsible they do not know what is going on. They said that the person who is GET THIS "POWERED BY UHAUL" is the one responsible. I called the company powered by UHAUL called Moving Help and they also claimed they are not responsible for any damages done. The only thing they do is find workers to come help move, apparently they are incompetent workers! The lady from Moving Help gave me the number of the individual who moved my furniture, I contacted him and said that he is not a business just an individual U HAUL calls for him to come and move when needed and he does not even have insurance that if my property is damaged. All in all U Haul sucks! They are huge liars with all this guarantee that they will cover me if my furniture is damaged. The insurance I purchased was phony and when it came down to reality that are not responsible for what they did to my stuff. I was having an anxiety attack the day my furniture arrived. I hope you can understand this on yourself that I am a newly wed. My furniture is brand new and I am still financing some of the furniture that is SEVERELY DAMAGED NOW! I have to pay for furniture that looks like I have had it for years!! I still have all the receipts to my furniture that was damaged, that is how brand new it is!! I would not want anyone to go through this distress that I have been put through. I am now in severe depression because my home is not as nice as it used to be and the furniture I am sitting on that I am still financing is ruined!! U Haul is a liar, all the insurance stuff they say is a bunch of lies! They told me to go to the movinghelp website and put a complaint. I did that, and the response of the complaint was simply that they are not responsible for any damages because they are unsure of who damaged the property. Are you kidding me? I still have the receipts and before and after photos of my furniture! This is a disaster and I did not see the point of U HAUL telling me to go to that site and put this complaint if that was the response I was going to get! I deserve an apology, and a huge refund for the furniture that I moved and for the damaged furniture! To top it all off, after the damage was done, the movers wanted a tip on top of it. U Haul took a bunch of hidden charges that was never explained and over all this was a disaster experience! I hope nobody has to go through this, and while asking for help they told me that if I wanted results that I need to seek legal action! can you believe that?Desired Settlement: I want a refund for the service that I paid to U-Haul as well as a full refund to my damaged furniture so that I can replace it!

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] information to our office for review.

Mr. [redacted]’s concerns involve Moving Help. He was sent an email on how to start a claim with the service provider and was provided with all the service provider’s information as well.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Consumer

Response:

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

I am not satisfied with this resolution because I contacted Moving Help as I was instructed to do so by UHAUL, and they said they are not responsible I need to contact UHAUL. Moving Help said they are not a real company they are just an online site run by UHAUL. I have filed the complaint with Moving Help, I got the response back from the person who moved my furniture through Moving Help. He told me that UHAUL is responsible as I purchased insurance through them. I will be seeking legal action for their incompetent work on all of these companies involved. I find it irresponsible that such a huge company has such terrible service. I regret choosing UHAUL. I also filed a claim with the insurance company that UHAUL has provided me, good luck getting into contact with them. I am having anxiety attacks, panic attacks because my furniture is damaged. I guarantee you everyone will be paying for what I have to go through. My brand new furniture still in receipts is in ruins. Apparently nobody has any clue who is at fault, the response below said my issues are with Moving Help, once again blaming the issue on someone else. Anywhere you call they keep pointing fingers. I call UHAUL they say call Moving Help, I call Moving Help they say call UHAUL I call the guy that moved the furniture he says call UHAUL. For your information, the response I got from Moving Help customer service if you would like to know is to seek legal action against UHAUL from the representative on the phone :) THAT IS EXACTLY WHAT I WILL BE DOING!!

Regards,

Business

Response:

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

David Lopresti, the Director of Moving Help, advised our office that Moving Helper’s information as well as instructions on how to file a dispute via movinghelp.com was provided to Mr. [redacted]. Mr. [redacted] can reach Mr. Lopresti at ###-###-#### if he has other questions or concerns.

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:

The reason I am not satisfied with the response is because I took insurance and paid for insurance via uhaul in order to protect my furniture, and now nobody is claiming responsible. They took more money than a normal moving company AND all the furniture was damaged in the process of being moved in the UBOXES. I have attached photos regarding how my furniture arrived. Why did I pay for insurance... they just steal money! I attached a few photos for you to see how everything arrived...If you feel like this is okay for people to go through, I would like to know. The least they can do is refund the money for the move in order to compensate for this issue...

Regards,

Review: I reserved a 14’ U-Haul truck and auto transport online (express checkout which is advertised to be guaranteed) to be picked up on Monday, September 8, 2014 at 2:00 p.m. at 101 [redacted] Street location in Des Moines Iowa. I also purchased moving supplies online which I paid for in advance online. Upon arrival at the designated location, I was told there computers were down, and they didn’t even have my reservation. After waiting a half hour, he found my reservation and informed me that they did not have what I reserved and sent me to their location on [redacted] Avenue in Des Moines, Iowa. When I arrived at that location, they couldn’t find my reservation either. Then the person finally found it. He said he couldn’t find it because the [redacted] St location had transferred back to them. He stopped the transfer, but he had to get everything ready. According to my receipts, I prepaid for 4 extra-large space bags ($31.96), but all they had in stock was the large space bags, furniture pads (1 dozen) at $10.00 and rental of utility dolly at $10.00, which I did not get either. I have two receipts. On both receipts, I was charged for rental of the auto transport in the amount of 68.00 plus rental tax of 4.08, for a total of $76.22, so after the double charge, it came to 152.44. I also had to purchase a U-Haul Storage lock for the back of the truck, because by the time we finally got everything from U-Haul it was 6 p.m. and we were driving it to Minneapolis, MN, and knew that we would not get there in time to unload it that night. My receipts came to $148.30 and $304.22 and prepaid moving supplies $75.71.

I had movers pre-paid in the amount of $450.00 in Des Moines to pack and load the truck at 3:30 p.m. They waited until 5:30, and called and said that they could not do it until the next day because of the time. I could not wait until the next day because I had to work at 8 a.m. in Minneapolis the next day which was my first day of work, so I could not be late, and I was not reimbursed the $450.00. I had to pack and load everything by myself, including my bed, and I only way 105 lbs. I did not get to Minneapolis until 6:30 a.m. with work at 8 a.m. This shouldn’t have been the case considering I had paid for a moving company to do this for me, and they would have, except for all the problems at U-Haul. I also already had movers set up in Minneapolis, but I had to cancel that and find a new one because of all the issues.

After finally getting everything packed, I put the lock on which you had to unlock to put on, and then lock back up. Then I realized I needed to put something else in the truck, but the lock would not unlock. I ended up having to get it cut off once we got to Minneapolis. I called [redacted] as advised by U-Haul, but they said because it was not mechanical, it would cost me. Because of this I once again had to cancel movers until I could get lock cut off. I went two days without my belongings. I finally found movers that would drive the truck and transport to the designated drop-off location at [redacted], and they told us that they didn’t have room for it, and it had to be taken to [redacted], Minneapolis, MN. The truck and auto transport was dropped off on time, but I had to pay the movers an extra $40.00 in cash for the extra driving, and then U-Haul charged me extra for the mileage too. Then I kept receiving emails for four days that the truck was not dropped off and was charged late charges. This was because it was not at [redacted], it was at the [redacted] St location, where they told me to take it. All of this should have taken 1 hour, and it ended up being a 3 hour ordeal. During all of this I had called the Des Moines U-Haul location and the [redacted] location and [redacted], and nobody would help me. I was told the [redacted] place was going to call me back, but they never did. This cost me 7 hours of packing and loading, 2 days without my stuff, and 6 hours or more on the phone and trying to figure out what to do with absolutely no help from U-Haul!Desired Settlement: All of the above in charges total over $1,169.18 (because I know I am missing some of the late fee charges). I wish to be reimbursed for the total amount plus an and additional $1220.00 ($20 per hour it cost me in time 7 hours late leaving, 48 hours without my stuff, and 6 hours on phone), for a total of $2389.18. I have all documentation (receipts, emails, bank records, etc. to verify all of this and a confirmation complaint number that RSA (related to [redacted]) gave me where they documented everything which is #[redacted] and their number is ###-###-####.

Business

Response:

October 24, 2014

Revdex.com ID# 10271701

U-Haul Ref#: 700350

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

[redacted], our Executive Assistant for our Iowa Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made her reservation on September 8, 2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.

[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [redacted] also sent her 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. Mr. [redacted] also confirmed there were no double charges for the rental to her credit card.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My mother rented a truck for myself and my children to move her out of her apartment; this truck was reserved 2 weeks in advance. I arrived at the UHaul location on 309 in Montgomeryville, where I have rented more than 5 times over the past 10 years, on Sunday 8/26/2012 to pick up the truck that was reserved in her name with her credit card. I was told there was an alert on my name from 2002 and they could not rent me the truck until I paid an unpaid balance of $45.73. I told the clerk I have rented numerous times since 2002 and have never been told this before. He called the number on the alert and put it on speaker. A very rude woman answered the phone and told me I could not rent the truck until I paid $45.73. I protested that I always paid for my trucks on my credit card and my credit card was always charged. I added I have never received a notice or a phone call about this and my number has not changed in 10 years. She offered no explanation and told me I had to pay the $45.73 to rent the truck. I told her the truck was in my mothers name and it was for her to move today. I was then told because I have a balance I need to pay that they could not rent to any of my family members or friends either. I have never heard of such a thing. I was beyond upset. I did not have the $45.73 to spare and I was against paying for a bill from 2002 that I had no idea what the charges were for. So I was bullied into paying the $45.73 so I could move my mother out of her apartment which had to get done that day. I have always used UHaul but I never will again and I still have not received proof of what the $45.73, that UHaul stole from me, was for.Desired Settlement: I would like the $45.73 refunded to me and I would UHaul to compensate me for lost time, embarassment (as the store was full while this was going on) and the undue stress this issue cause me.

Business

Response:

September 13, 2012

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

Ms. Christine Kanuck, our Executive Assistant for the U-Haul Company of North Philadelphia, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email offering her apology for the inconvenience she experienced and advised her of a refund for $45.73 that was issued back to her Visa account on September 8th. The credit should post on her next credit card statement.

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

Sincerely,

Maria Palmisano

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,

Kristine Capasso

the refund has been recieved and I am satisfied with the outcome of my dispute. thank you.

Review: I called Uhaul on 8/29/14 to determine what time the storage location closed. I called the store but got transferred to the customer service line because the actual store was closed. I spoke to a gentleman who did not at all listen to my question. I repeated it several times what I was asking. I knew the store was closed but needed to access my storage unit, so I needed the time that the storage units closed. He was obviously extremely frustrated and began to get very rude. All the sudden the call drops and rings to another customer service representative. I was never told by him I was getting transferred nor was the new rep aware of my question. Because he was unable to help me, he decided to [redacted] me off on someone else and didn't even tell me, which is completely ridiculous. The new representative called the store manager and did get the time for me. I let her know I wanted a call from a manager. She asked if I knew his name and I said no. She said there was nothing they could do without it. However, their phone system says all calls are monitored and recorded. They have the capability to pull my call. The next morning, 8/30/14, I get an email from her asking for his name so she could figure out where to place my call. She stated she was unable to place my call because she doesn't know where the problem started so she placed it with the store. That is unacceptable. I made it very clear where it went wrong.

Complaint #2: I rented a truck from the location on 1[redacted]. I had no problems renting it. It was due back at 1 pm but I was told if I needed it longer just give them a call and it would be no problem. So at approximately 11:30 am I called the store. I spoke with [redacted]. She could not find my contract to extend the time. I made sure with her, I called the correct location and she confirmed it. She told me to hold. I was transferred to someone else. I gave them my information for the rental so they could extend it. She had no record of it. I asked where was she located. She was an employee at the store on Rinehart Road. So [redacted] transferred me to another location after I told her my rental was through her store. The woman at the Rinehart store transferred me to the customer service center. I was hesitant to speak with them at this point. The gentleman was able to find my rental and extend it till 5. He said he would let the Uhaul center know. My mother got a call at 3 pm from the store where I rented the trailer. They demanded the truck be returned, it was due at 1, and where was I. I called the store back and told them I spoke with customer service and got it extended.

I received a credit for $40 for any future purchase or business at the store where I rented the trailer. Unfortunately, I will never use Uhaul again and that credit is no good for me. I am canceling my storage location.

To this day, I have not received any calls from management at the customer service center. Having 2 unpleasant experiences in such a short time span is concerning and should be very concerning for Uhaul.Desired Settlement: I waited over a week to file with the Revdex.com hoping management would call me. I would like a refund for most recent business with Uhaul. That includes my storage unit and rental.

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and left a message for a call back. She explained she was sending her another $40 VIP Certificate, making a total of $80 in Certificates, that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

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

With all of my customer service issues I do not feel uncomfortable nor do I want to conduct business with Uhaul again I have cancelled my storage facility with them and will not utilize them for any future business. This has been a very displeasing situation and having a credit with Uhaul is useless. I expressed this in my initial complaint and to Uhaul prior to filing with The Revdex.com

Regards,

Business

Response:

October 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I am sorry to hear Ms. [redacted] still express her dissatisfaction with our company. We hope she will take advantage of the Certificates we sent her as we feel they can be of great value to our customers and are valid for two years. Please be assured her information was forwarded to management for all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: To Whom it May Concern: On 8/2/13 at 12:44 p.m. my debit card was charged by U-Haul for an unauthorized fee in the amount of $500.00. Although I have not used U-Haul since Jan 2012.Id immediately called the U-Haul store location which was reflected on my statement. I spoke with many incompetent employees and Managers at the location ([redacted]). I was advised on more than one occasion that this could not happen being that they do not store Cardholders data. I was advised that what I was telling them occurred was absorbed and I allowed this customer of theirs access to my debit card which was not the case.I than spoke with the Arizona Headquarters who were of no help at all. No one could tell me how this occurred or why and I was constantly transferred from department to department still with no resolution.I went down to the U-Haul on Friday 8/2/13 to see how we could resolve this issue. The employees yet again were very horrid and unhelpful. I was given a receipt of the order showing my Debit Card details with a different customers name ([redacted]). The receipt showed a representative of [redacted] but everyone in the location told me that there is no [redacted] that works there. However the store address, phone number, and store number where theres and listed on the print out that I was given at the location. I had a police officer meet me at the location who was very helpful. He spoke with the employees and even on the phone with a manager to explain the severity of the issue. The manger advise no one in the store could refund my funds and I would have to return tomorrow so that we can get everything resolved. I agreed after speaking with the officer who had the word of the manager. I returned to the [redacted] location on Saturday 8/3/13 as I was instructed to by the officer and manager from the previous day so that we can resolve the issue. The manager that spoke with the officer was not there at the promised 5p.m. and about 5:30 p.m. a different manager arrived with no knowledge of the issue. The manager that did arrive was very rude and nasty. He advised me that I was crazy for mentioning that there could be a possible breach in their systems. After speaking with many representatives I was than advised 2 days later that they do store Cardholder data, and that my card was charged in error. I was advised that my card was listed on this customers account with more than 30 other Cardholders data that did not belong to the account holder [redacted]. However still no one can tell me how this situation came about or why this has happened.After numerous calls and representative I finally spoke with a representative who advised me that I would have to wait til Monday 8/5/13 to speak with [redacted] who was the only person according to U-Haul who could assist me. I think that is it a little absorbed that they were able to debit my card for $500.00 for an account that is not mine, but no one was able to assist with a refund or any findings of the issue at hand. I don't believe this is a secure network and there systems are not compliant. I still have not received any information on how this occurred and was advised by the Police in my area that there is nothing that they can do unless the customer [redacted] were to admit to stealing my debit card information. Can you please investigate the issue listed above and let me know your findings?Desired Settlement: U-Haul systems need to be scanned and investigated thoroughly. The employees and managers at the [redacted] location 225 Route 110 [redacted] NY 11735 need to be properly trained and should know how to speak with a Customer in a business professional manner. While at this location there were other irate customers also waiting on a Manager. They should show some sort of empathy for their customers/non-customers. Customer Service also needs to be properly trained on how to handle Customer Issue. There should be more than one person that can resolve issues such as mine or similar. I would also like to know how this has occurred.

Business

Response:

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

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology. He also advised her of the $500 refund, which should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a uhaul moving truck from uhaul on Apple ave. in muskegon Mi. on Fri. 3/14/14. The Representitive said his name was [redacted]. The original estimate for the rental was 131.60. That incuded 29.95 rental,14.00 insurance,and 80 miles @ .99/mile plus tax. The truck had xx281.5 miles and under 1/4 tank of gas, which cory signed the original receipt stating the gas level. He said to make sure it was back before 7am to avoid an extra charge. I returned the truck eairly the next morning(1:30am) right after putting 5.5gal.($21 at $3.78/gal.) of gas in the tank(putting the gas gauge at 1/4 tank.) Which I have proof of. A copy of the gas receipt was returned with the keys in the keydrop(as instructed). While returning the truck I checked the milage and I had used 46 miles. Way under the milage estimate. At 8 miles per gallon(told to me be "[redacted]"as a low estimate) thats exactly 5.75 gal. of gas used(5.5 put back in truck). After removing the over estimated millage from the bill, it should of came to $96.86 with tax. The next day(Sat.) the 131.60 charge was still pending on my account and an added 14.03 charge. I contacted them and asked why. "[redacted]", the same rep. I rented the truck from,said the 131.60 will go down to the 96.86 but the 14.03 was a gas charge. I told him I gave them the reciept for the 5.5 gal. He Told me "[redacted]" the manager checked the truck in at 1/8 tank. I said that was a mistake. I have proof the gauge was at 1/4 when I returned the truck. He said I would have to talk to the manager "[redacted]". I decided to wait until all the pending charges went through to see if they had corrected the error. On tues. 3/18/14 the final charge by uhaul was 151.34 AND 14.03 ($165.73 total) I went to the business to talk to "[redacted]" the manager and the two other reps pointed to the same Rep. I talked to originally "[redacted]" Now his name is "[redacted] brown" He said he checked the truck in at 1/8 tank and he can't do anything about it. The 151.34 and 14.03 charges were correct. He did again tell me I only used 46 miles and that came to 98.85. So the extra 66.52 is a gas charge for 5.75 gal.(which I did put back in 1 block down from reurning the truck) Thats $11.57 per gal! He told me as I was walking out that they don't make extra money on fuel charges so why would he overcharge me. 11.57 PER GAL! The math doesn't lie. I was CLEARLY overcharged and they will not return the difference.Desired Settlement: I want the the overcharge return ($66.52) Uhaul should investigate their employees

Business

Response:

March 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, followed up on the information Mr. [redacted] provided. He informed our office he issued Mr. [redacted] a refund for the $30 fuel fee in the interest of customer good faith. Mr. [redacted] explained the truck was not refueled properly when it was dropped after hours. The refund should post on Mr. [redacted]’s next Master Card 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

The total amount charged to my credit card was $165.37. The price for the rental was $29.95, $14.00 insurance, and $47.42 for mileage (47.9 miles @ .99 per mile) I was told specificly that there is no extra day charge if returned before 7am. With tax (6%) that comes to $94.85. That’s a $68.52 over charge. The mileage charge on the invoice is also incorrect. The truck was obviously not checked in correctly. Whoever checked the truck in is either lying about the reading or checked the wrong truck. The gauge was under 1/4 when rented and over 1/4 when returned. I used 47.9 miles, MORE than the 46 miles charged on the invoice. Once again, obviously not checked correctly, if at all. If the gauge was right at a 1/4 when I rented and I used 47.9 miles @ 8 miles per gallon that’s exactly 5.9 gallons used. My receipt is for 5.5 gallons. The gas station(Wesco) has video of me putting gas in the UHAUL truck less than 2 min. before returning the truck(I'm sure there is video of the truck return also) That leaves the truck at 1/4 tank when returned(30 gal. tank = 3.75 gal. per 1/8th tank). Whoever claims to have checked the truck in got the mileage wrong along with the fuel gauge. I believe this overcharge was deliberate. If not, than this is extremely poor work ethic. I will not accept anything less than the amount I was overcharged. $68.52.

Regards,

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, reviewed the information Mr. [redacted] recently relayed with our regional office. Mr. [redacted] and his staff followed proper check in procedures when Mr. [redacted] dropped his truck off after hours. Please be advised our decision in the matter remains the same. The refund for the $30 fueling service fee was refunded in the interest of customer good faith and no further refunds will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I've attached a copy of the original contract from Uhauls website. Let me know if it doesn't come through and I can email it. It has a total charge of $165.37. I would like a detailed explaination of the charges at the stated rates on the contract.(Safemove was $14). Even with the $30 "fuel charge" returned that leaves $135.37. That over the 131.60 original estimate which was for 80 miles(47 mile used stated on the contract). At the stated rates on the contract, at 47 miles and $14 ins., the total bill would come to $95.91 including taxes. Thats a $69.46 overcharge according to Uhauls own contract. I would then like the remainder of the over charge returned to my account. I have filed a dispute through my Credit Union and MasterCard for the remainder of the overcharge. I will drop the dispute as soon as the balance is returned.

Regards,

Review: I dropped a U-Box off at a U-Haul location at [redacted] on July 25 and was told that it would be delivered to my new city ([redacted], [redacted]) no later than 11 business days from July 25, which would mean it should arrive no later than today, August 9. However, I've since been told that it won't get here until "around August 19" but U-Haul has not been able to tell me where the U-Box is or provide me with more than an estimate for when it will arrive. Below is the timeline of my experiences:

Saturday, June 29: Anxious to ensure that the U-Box option would work for our move, my wife and I went to the [redacted] and made a reservation, in person, to pick up a U-Box on July 25. We were told the shipping time would be no more than 11 business days from when we returned the U-Box. We provided our new address (in [redacted]) at this time.

Monday, July 22: My credit card was charged for $74.74. I was unaware of this at the time and still do not know the reason for this, but I believe it was for a storage fee for an order that was not mine.

Tuesday, July 23: I received an email with [redacted]’s name on it requesting me to complete a survey to provide feedback on my “recent storage experience.” I did not reply or complete the survey.

Wednesday, July 24: Received a call from [redacted] asking me if I had picked up my U-Box yet. I explained that I was not scheduled to pick it up until the following day. I asked him if there was a mix-up because I had received an email the day before about completing a survey already. He seemed confused and was unwilling to explain in more detail what had happened. I was still not aware at this time that my card had been charged and [redacted] did not mention it.

Thursday, July 25: Picked up the U-Box in the morning at the [redacted]n. [redacted] seemed confused again but wrote down our information while interrupting the employee who was renting the trailer to us. This was the second time (but would not be nearly the last) that we provided our [redacted] address and stated that we needed the U-Box shipped there.

We dropped the U-Box off at the [redacted] before it was closed on the 25th. At the time, I spoke with a lady inside and told her I was dropping off a U-Box that needed to be shipped to [redacted]. Again, I had to provide the new address. I asked to pay for the shipping right then, and she refused to accept payment, saying that someone would contact me within 24 hours to process payment. She told me she understood that the box needed to be sent to [redacted], [redacted] (11 business days would be August 9). The person actually receiving the box in the yard also knew it was to be shipped out.

Friday, July 26: I received a call from [redacted]. Again, confused and ambiguous, he said he had forgotten to charge me for the storage fee. At this time, I checked my credit card statement, saw that I had been charged on the 22nd, and explained that to [redacted]. He did not tell me why I had been charged earlier, but demanded that I provide my card information and that he’d be able to charge it but then credit it back. I provided the card information, and he told me that my box would now be shipped (as an aside, my card was charged and credited at this time correctly).

Saturday, July 27: I had still not received any kind of email or real confirmation, other than from [redacted], who I was not very confident in by that point, that my U-Box was being shipped, so I called his location and the [redacted]. No one at the location answered so I was forwarded to a call center where the employees told me they could not help me because they didn’t see my order in the system yet.

Sunday, July 28 – Thursday, August 1: Made 4 or more phone calls per day at different times of the day to the [redacted], to try to find out the status on the box. Not a single time did someone pick up the phone at the location. Instead, the calls were all forwarded to a call center. I spoke with the call center each time and never received any information regarding the box. I also spoke with the actual U-Box customer service department, and they were also not able to provide any information because my order “wasn’t in the system.” The call center employees told me multiple times that they were sending messages to the location to have someone call me. I never received a call until Thursday.

Thursday, August 1: Received a call from [redacted] at the [redacted]. When I asked him to tell me the status on the box and when it was expected to arrive in [redacted], he told me that it was still at the [redacted] because there were no instructions to have it sent anywhere and because I had not paid the shipping charges yet (which I had tried to pay for a full week at this point, not to mention when I actually dropped the box off). I gave [redacted] my credit card information and provided our new address again. He said that the box was actually still guaranteed to arrive in [redacted] 7 calendar days later (which would be August 8).

Friday, August 2: I checked the order of the status online (now that it was actually “in the system”) and it said it was in transit.

Wednesday, August 7: Received an email stating that my U-Box had been shipped. I then began the process again of trying to get a hold of someone at the [redacted] to find out what that really meant since it should have been well on its way. Because they don’t answer their phones, I did not get to speak with anyone.

Thursday, August 8: When I checked the status online, it showed an estimated arrival day of August 19. Still unable to reach anyone at the location, I spoke with someone in customer service who gave me the cell phone number of the VP ([redacted]). I called [redacted] and left a voicemail, which was returned by one of his employees who, while patient to hear the story, could not help me or give me any additional information about why our U-Box would not be arriving today or tomorrow. I called the [redacted] and spoke to a man named [redacted]. When he told me [redacted] was not available, I began to explain my situation to him when he hung up on me. When I tried calling back several times, my calls were only answered by the call center. [redacted] returned my call later in the day, after I had made several requests with the customer service employees for someone to call me from the location. [redacted] was not able to tell me where our U-Box currently is, and he was unable to give me more than a guess of when it might arrive in [redacted].

I have been utterly amazed at how badly U-Haul has failed and how it seems to get worse with each step.Desired Settlement: At this point, I am requesting that the U-Box be delivered by today, August 9, as promised multiple times. If that is not possible, I request full compensation for the following:

U-Box shipping costs: $906

U-Haul will deliver the box directly to our apartment and provide movers to unload it since my schedule will no longer allow me to: About $350, per U-Haul’s pricing on the website

Cost of meals (for two people) for not having kitchen materials: $40/day after August 9

Hotel charges or a new bed so my 7 ½ month pregnant wife will not have to sleep on the floor: $1,000

Business

Response:

<stron*>Au*ust 13, 2013</stron*>

<stron*>Thank you for your concern for our customer [redacted]</stron*>

<stron*>[redacted] the President in our Salt Lake City Re*ional Office spoke to [redacted]t on 8/9. It was a*reed [redacted]t would contact [redacted] when he has verified the contents of the U-Box upon it's arrival. [redacted] would compensate [redacted]t for the shippin* at that time. </stron*>

<stron*>Our customers are very important to us and we re*ret to hear of situation that cause problems for them. Thank you for brin*in* this matter to our attention and allowin* us to offer a response.</stron*>

<stron*>Sincerely,</stron*>

<stron*>[redacted]</stron*>

<stron*>Executive Assistant</stron*>

<stron*>U-haul International.</stron*>