J.R.J. Tara Corporation

Review: On April 18th I called U haul to rent a van "they told me they do not have one a few seconds later he said oh wait one is just coming in. at about 3Pm I went to pick up the van I bought there insurance! they parked the van in front of the gas pump and told me that I needed to gas up because the van was just returned no time to check it out. the garbage from the previous person was still in the truck! they never checked anything in the truck even to see if everything worked properly on the truck including safety check!I drove about 5 miles to my home to load the van. at about 6 PM I got in to start the Van! I could not release the emergency break so I called U haulthe attended told me just feel underneath there is a handle I pulled the handle but it opened the hood opened. so I got out of the van and closed while I was on the phone with u haul! I got back in the van and ask let him know I could not find it he said well look underneath the dash. so I got out of the van to look underneath the van was still in park. now I had found it he said pull the lever and I did! right after that the van started rolling down hill into a fence and into a ditch I had to jump out of the way not to get ran over there are witnesses! the man on the phone told me to call the insurance company I paid for! u haul tried to charge my account about 5 times in the amount totaling 500+ my credit card company took the charges off. I signed a contract for $55.67 not 550+ I never got out of my parking lot the insurance company kept asking me how fast I was going ? how would I know? I was not in the van faulty equipment made it roll down hill breaking a fence and all my things in it! the witnesses in the kept saying send a tow truck she was not in the truck! the insurance company then said ok give us the phone number of the hoa we will pay for damages . Now U haul has turned me over to a collection agency and I never got to haul my stuff! the next day they wanted to know were the van is. mind you I was on the phone with the

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like them to take me out of collections since I never got to haul my things and replace all my broken stuff. Since they gave me a bad van, thanks!

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company investigated the information Ms. [redacted] provided. They also paid for the damages to the property that the U-Haul truck damaged. [redacted] relayed they were not advised of any damages to Ms. [redacted]’s cargo. They will be contacting Ms. [redacted] again to discuss the resolution and any new allegations.

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-Box from U-Haul on 5/13/14 to do my long distance move from ** to **. The move was scheduled for 6/22. At the time I also requested [redacted] and was told it was additional but never told that it was hired by a third party company, I thought it was U-Haul movers. When I called to try and make changes to my reservation I was on hold for over 30 minutes without anyone ever picking up every time I attempted. Their website, [redacted], offered no options to make changes or view any information about my current order. It was useless. On the day of the move, the mover called to say he had car trouble and has had car trouble for a week but would be there. Hours later he called back to say he couldn't get his car to work and cancelled on me. After spending hours on the phone to try and get someone from either UHaul or the moving company to find me another mover, they finally did. However, when I called the new mover they demanded the payment code for the job upfront because they were in financial trouble and didn't have enough money for gas to do the work. Out of desperation I gave the code but called UHaul to ask them to hold the payment until the job was complete as I didn't trust the mover. The Uhaul rep stated this was not acceptable protocol of the mover and agreed to do the hold. Next, the movers were not allowed to take the equipment from the local UHaul location because the person working was filling in for someone on vacation and didn't know anything about the U-box reservations. So I had to drive to the location to pay for the equipment even though they had my card information on file. The boy on duty was rude and told me I had an attitude when I tried to tell him how unhappy I was with the company and how much trouble it was causing me. He was unsympathetic & rude using his phone to text while dealing with me. After the move, the hold caused friction between the mover and I as the hold wasn't automatically removed and the mover called me 3x's demanding to be paid.Desired Settlement: For all of my inconveniences U-haul needs to refund me the money for the U-box and trailer rental as the lady working, [redacted], promised me she would. She asked me to come back at a later date and time (today 6/26 at 5:30 pm) so that she could take care of me. (I waited at the location for 30 min and she never showed.) I would also like for them to reimburse me for the mover's cost since they were unreliable and not following protocol for a total reimbursement cost of $371.00.

Business

Response:

July 2, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email in response:.

I apologize for the issues you had - the issue with the [redacted] need to be addressed with them as they are independent from U Haul - I am issuing a $50.00 reservation guarantee to your card for the problem you had at the U-Haul store

The $50 was issued to Ms. [redacted]’ [redacted] account and should post on her next credit card statement. She can reach [redacted] at [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: Multiple Issues for the same U-BOX1) I paid $1600 for the shipment of a U-Box from [redacted] to [redacted]. It was shipped a week and a half late. We were charged an extra months storage and insurance automatically 0ver $106. We shouldn't have been charged as it was shipped late and we would have had it before the extra charges if they didn't ship late. I want a full refund for the extra charges.2) I paid $1600 for the shipment of a U-Box from [redacted] to [redacted]. It was shipped a week and a half late. We were charged an extra months storage and insurance automatically 0ver $106. We shouldn't have been charged as it was shipped late and we would have had it before the extra charges if they didn't ship late. I want a full refund for the extra charges.3) The U-box was lost for over a month and another extra months storage and insurance was charged over $106. When the [redacted] to [redacted] shipment didn't show up on time (due to being late and then lost) we called and emailed both sites and the corporate office and no one could find it. On Monday June 23 we finally got an answer that is was found at the [redacted] site and it had no paperwork and no one knew who it belonged to (even though we called the site and emailed and called the sites district manager and they knew it was expected and lost).SUMMARY1)We want a refund for three extra storage and insurance payments automatically taken from us totaling over $318 for the examples above.The loss of the contents in the U-Box caused many hours of our time trying to find it and we had to buy clothes (including a suit) for school interviews and job interviews and just cloths to wear as well as other items (bed etc) that caused problems.2)I also want a refund for the $1600 shipment cost from [redacted] to [redacted] as it shipped a week and half late and was lost and didn't show up until over a month after it actually shipped and a month and a half or more from the date is was supposed to ship and I paid for it to ship.Desired Settlement: 1)We want a refund for three extra storage and insurance payments automatically taken from us totaling over $318 for the examples above.The loss of the contents in the U-Box caused many hours of our time trying to find it and we had to buy clothes (including a suit) for school interviews and job interviews and just cloths to wear as well as other items (bed etc) that caused problems.2)I also want a refund for the $1600 shipment cost from [redacted] to [redacted] as it shipped a week and half late and was lost and didn't show up until over a month after it actually shipped and a month and a half or more from the date is was supposed to ship and I paid for it to ship.

Business

Response:

July 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 [redacted] and [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Hi [redacted] I have tried to get a hold of you a few times, I know you had said you were going to be out of state, but I just wanted to let you know we have processed an additional refund to your card for the inconveniences you experienced with the shipping of your U-Box. Please email me if you have further questions if that will be easier for you. Thanks!

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

Product_Or_Service: 10' uhaul truckDesired Settlement: DesiredSettlementID: Refund

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

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

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

Review: I moved across the country from [redacted] to [redacted], for a job, completely on my own, after losing my fiancé and having to put down my oldest service animal. Your company made my extremely difficult move away from my family and all my known comforts, not only worse, but a complete nightmare. Due to my autoimmune conditions, the level of stress that Uhaul company as a whole caused in my life is still impacting my health currently. When I made arrangements with the Uhaul in [redacted] I thought the staff was friendly and helpful, until the day my boxes were supposed to be scheduled to be delivered to my home and they were not until a few days later because Uhaul did not schedule movers as promised. Once my boxes were loaded up and collected I felt a little better and had little worry or doubt in my mind that they would arrive as scheduled in [redacted]. The guarantee on both the contract and the website was "guaranteed in 10 business days". There is absolutely zero explanation included in the 10 day guarantee of what uhaul promises if they are not delivered in 10 days. In the days leading up to my u boxes being delivered I was trying to track it online. The online system said my boxes would be available on 6/11 at the [redacted] location. Please keep in mind the boxes were originally picked up on May 30th in [redacted]. I scheduled movers and they met me at the [redacted] location at [redacted] and [redacted]. They woman there, [redacted] I believe, was unbelievably rude and dismissive. I had called Uhaul's corporate headquarters the day before and a woman named [redacted] and her boss [redacted] assured me that the boxes would be at the [redacted] location as scheduled on 6/11. Not only were my boxes not there, but [redacted] just kept shrugging her shoulders at me and telling me she didn't know where they were, but they were not there and there was nothing she could do. The moving company was sitting in the same parking lot waiting for me. After me asking her to contact someone to find out where they were 3 times [redacted] finally called her manager and had a half conversation on the phone with him and kept asking him "what do you want me to tell her, I don't know where they are?" She then hung up and said that they didn't know where they were and had no way of finding out. I asked if she could call corporate (it was 4:00 p.m.) and she said corporate was closed already. I then proceeded to pay the movers $160 (for absolutely nothing) and call corporate myself, who were indeed not closed. That is the first of over a dozen lies by a Uhaul employee to my face. Over the course of the next 5 days my friend [redacted] and myself were on the phone with [redacted], who was the only honest and helpful person in the whole ordeal, a woman named Mary a manager at corporate named [redacted], who also lied about the location of my boxes, hung up on me and never returned my phone call. I was told my boxes never left [redacted] initially, that was a lie. The [redacted] location confirmed that they were shipped on time. I was told for two days in a row that the boxes would be here that afternoon. I scheduled movers again and paid them again for absolutely no reason. I was told on 6/13 the boxes would be there first thing in the morning, then it was noon, then it was 3, then it was 5. The same thing happened the following day. The exact same thing happened on Monday 6/14. [redacted], at this point, had promised to locate the boxes and deliver them himself. I would like you to keep in mind that during this entire 4-5 hours a day, including calling and letting the phone ring for 45 minutes with absolutely no answer on U Hauls' main line one time, of back and forth I was in the middle of starting my new position at the largest publication in Arizona. I had to keep taking time off from my job to go and pick up my boxes , including 3 false alarms, and for these extremely lengthy phone conversations in which I was transferred continuously between people pointing the finger at each other. I had to go and buy a printer since it was required by my job, as well as 4 days worth of outfits for work, including one very specific all black attire that was required by work for one function. Additionally, my second seizure alert dog's cage, training tools, my bed and all of her and mine known comforts were in these boxes. I am a type 1 diabetic for the last 28 years, if my dog is under duress and cannot perform her trained medical duties properly that is a health risk for myself. Uhaul did not seem to care one bit about any of this, until [redacted] got involved. [redacted] was the only person out of the dozen or so people I was ping ponged around to that actually tried to help me locate my boxes. I had lost my fiance and first service dog in a matter of 3 months of each other and had to move across the country completely alone to be able to work and as if that wasn't enough stress, Uhaul treated me like crap and lied to me at least a dozen times. Once I received my belongings on 6/17 I was somewhat relieved, but still felt extremely taken advantage of. To this date I have not received a full refund or a call back to check with me on how my belongings were or how I was or how my experience was. There were multiple complaint references filed, for which I have all the numbers. I also have all of the receipts for the services and items I had to pay for while I was being lied to about the whereabouts of my Uboxes. When I received my belongings I noticed that my $750 white dresser had large scuff marks across the entire front of it and the screen on my tv was streaked with something I am unable to get off of it. Maybe the most sad part is that I now am able to transfer back home to [redacted] and I wish I could rely on Uhaul, but unless you are providing me with a truck to drive myself or covering the cost of shipping my belongings back with an absolute guarantee, I will not be choosing or recommending Uhaul ever again. Being lied to by so many employees, including corporate managers is disgusting and unacceptable. I have never had worse customer service, aside from [redacted] and [redacted], in my entire life.Desired Settlement: A full refund for all services, including items bought that were required by work or use of a truck or u boxes with 100% guarantee and covered completely by Uhaul for my return home.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Office, followed up on the information [redacted] provided. He informed our office he contacted [redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a U haul on July 15th 2014, I was told what fuel was in it was where it needed to be when I dropped the u haul of at my next location. My husband went to [redacted] on [redacted]. He used a [redacted] and Filled the truck up. 55.00 dollars was the total to fill the truck up. The truck was on a 1/4 tank of gas. I dropped my truck off in [redacted] on the 17th of July. The truck had almost a full tank of gas and I asked did the refund money for extra gas? No they didn't. SO a few days later I was short 18.00 dollars in my checkings account. I was trying to figure out why with me knowing how much money I should of had in there. I called U haul in [redacted] to ask was there a charge to my account other than what I paid for she says yes the 18.00 dollars was for gas I asked why she said it wasn't on a full tank when I dropped it off. So I go into the location and talk with a manager and she told me I needed to call [redacted] location. I called the [redacted] location and asked the lady if it was on a 1/4 tank of gas when I picked it up and it had more than 1/4 of gas when I dropped it off why was I charged 18.00 dollars? She told me I was not telling the truth and then she hung up on me. Well that made me mad, I call back and told her please don't hang up on my I'm just trying to figure out why you took my money. We talk a few minutes and then she called me a [redacted] so needless to say I had a few choice words for her. All I want is my 18.00 dollars put back in my checkings account. I am trying to get in touch with someone from the gas station to get me a receipt to show I did pay 55.00 dollars to fill the truck up I stil have my [redacted] that I used also. I have rented a u haul before and I know what you pick the truck up on the gas in it is what you return it on. That truck was on 1/4 tank of gas

Product_Or_Service: U HaulDesired Settlement: DesiredSettlementID: Refund

55.00 dollars and the 18.00 dollars. Is what I would like refunded I am no liar. I would also like the whole refund of the U Haul that I paid 233.20 dollars for the U haul. I will never nor will my family ever rent a U haul for there again!!

Business

Response:

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke with [redacted] and addressed her concerns. [redacted] issued her a refund for the $18 fuel fee along with an additional $50 as an adjustment on her rental. The refund was issued back to [redacted]’s [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On August 1, 2014, I rented a 6'x12' Van Trailer to transport house goods to [redacted] from [redacted].. I was given four days to complete and return the trailer in [redacted], [redacted].. I took two days to box and load and on the third day I departed [redacted].. I reach [redacted] on the evening of the third day and stayed that night.. On the fourth day of the rental, my truck suffered a break down and was unable to complete the task of towing.. I returned the rented U-Haul trailer to the nearest representative site located at " All N One " [redacted] because it was the fourth day given and because I was no longer able to transport my house goods to the destination intended, I rented a storage unit and deposited my house goods in [redacted].. I contacted U-Haul 800 line and notified them as to my action and requested an adjustment on the fees that I prepaid in [redacted].. After much confusion and argument, an offer from U-Haul of $175.00 was verbally given but I had discovered that they had canceled that offer and had not notified me in doing so.. I agreed to no policies, only to the charges of $804.42 and $20.00 a day extra if the use of the trailer exceeded four days..Desired Settlement: I was promised a cash amount refunded back to my debit card.. I am not satisfied as to the amount offered, I am willing to pay for the amount of time and rental fee upon adjustment to [redacted], [redacted] but no further.. I believe U-Haul is committing Highway robbery by charging me and using my $804.42 with any consideration that the trailer rented never left the state it was rented in.. I would like debit returned to my card account of at least half the amount charged.. Thank You, [redacted]

Business

Response:

August 14, 2014

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

[redacted] the Traffic Control Manager in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] informed [redacted] she would credit $172.00 to his [redacted]. This amount reflects the difference in rates between [redacted].

Our customer 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

Review: Over charge as per agreement on contract

Rented Uhaul Friday August 22, loaded and moved furniture Aug 23. Once Uhaul emptied, tried to get truck to start to return to depot and was not able to. Truck was completely empty of Power Stearing Fluid and was humming quite loudly also. Contacted roadside assistance for Uhaul and Uhaul depot to advise and also asked Uhaul depot to contact me Monday Aug. 25 to confirm bill amount. This was not done. I had no way of knowing how much to pay. The picked up the truck at 7:30 pm, 6.5 hours after my original call at 1 pm August 23rd. Upon receipt of bill, I am being charged 30$ for late payment, I am being charge 1.72$ (approx. 1.30$ in province at the moment) for the fuel that I did not replace in truck as I could not drive it to service station to refuel. I tried contacting the depot and am not able to speak to anyone directly at the branch, and when I speak to someone at the call center, I am advised that I need to speak to someone at the branch directly. I have tried to reach them directly but have had no success.Desired Settlement: I want to be exempt from paying the late payment charge, I also do not want to pay 1.72$ per liter for the fuel. I have tried to settle this with the company but they will not return calls or answer the phone.

Business

Response:

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

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. Ms. [redacted] spoke to Ms. [redacted] and was advised her concerns had been resolved but was not happy with the length of time it took to resolve and the phone calls she had to make. As we value Ms. [redacted] and Mr. Paul as customers, Ms. [redacted] sent them 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,

Executive Assistant

U-Haul International

Review: I went uhaul on Sept 26,2014 to get a truck to move one load of furniture which was from [redacted] to [redacted] which is only 9miles came back to turn truck in they said I went 41miles I said that was not correct I wanted to speak to someone finally someone called me back very rude said I was a lier and then hung up on me he did not check mileage correctly upon leaving with the truck first of all he told us to go out and look for damages and I did there was more damages on both front bumpers that was not noted so I let the guy know about that and he said he didn't realize there was more damage so he noted that so my point is if he didn't notice all that visible damages to the front bumpers on the truck then he didn't check mileage correctly he didn't even let us check upon leavingDesired Settlement: I feel I should only be charged for the correct milage I used which was 9miles

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he was not able to confirm any mileage discrepancies surrounding their rental and no adjustments made to the truck in question prior or following their rental. However, Mr. [redacted] advised Ms. [redacted] he would issue a refund for the difference in mileage in order to resolve the issue.

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

Sincerely,

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

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

Business

Response:

May 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I should have been given a full refund. Being that the truck broke down and my move could not be completed. Uhaul offered a full refund and their system would not allow it. Then they sent it to corporate to issue and corporate decided no refund until I filed a compliant. Then the refunded me half on the rental and refunded my fuel expense.

Regards,

Lesaunta [redacted]

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

Product_Or_Service: STORAGE UNITDesired Settlement: DesiredSettlementID: Refund

REFUND OF THE REMAINING STORAGE OR USE OF MY UNIT

Business

Response:

May 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

May 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

I went to the U-Haul at 564 Lancaster Pike, Malvern, PA on 9/28/2012 to rent a truck. I was told that the rental charge was $19.95 per day and $1.49 per mile driven plus applicable taxes.

I went to rent the Truck at 9:25 AM on 9/28/2012. I told the cashier that I would return the truck on 9/29/2012 after 12 noon. She billed me for $19.95 and then told me I could get charged $19.95 for the next day plus total mileage.

The manager gave came over and talked to the girl at the counter and I was then told that I would be charged a $50 penalty because I was bringing the truck back after 8:00 AM in the morning. I had to take the truck because it was an emergency so I left with the truck.

I went to the U-Haul website and chatted with a representative on 9/28 who told me that there was no $50 penalty that I can be charged with. They told to dispute that penalty and that I would not be charged.

When I brought the truck back on 9/29, it was processed as returned at 12:31 in the afternoon.

I had driven the truck for 21 miles and rented it for 1 day and 4 hours. The truck was in the same shape as I got it. There was not dirty, it was the same condition and I had filled the gas up with more than I had got it.

This is what my maximum bill should be:

[$ 19.95 for 2 days = $ 39.90] + [Environmental fee = $2] + [Rental tax = $ 5.86] + [Motor vehicle tax = $ 4] + [Mileage for 21 miles @ $1.49 per mile = $ 31.29] = Total bill = >>

$83.05

One of the U-Haul employees inspected the truck and I proceeded to the cashier. She billed me for 2 days and give me a $50 "penalty". When I asked her why the bill was $136.05 she told me that the manager told her to bill me a $50 penalty

I was already billed for 2 days so I should not be getting a $50 penalty. They had 2-3 trucks in the parking lot of the same size and type.

I asked the cashier for a receipt to see why I was being charged the $50 penalty and she immediately told me that the computer was down and she could not give me a receipt.

I was then told that I would get a receipt at my email address and I got her to write down on my initial bill that I was being billed for $136.05

When I got the email later that evening I saw that the "$50" penalty was "cleaning fee" on a truck that was returning in the same clean condition that I rented it in. If there was any so called "cleaning" I would have seen that on my receipt and I would have disputed that claim.

The manager knows that he cannot charge me a $50 penalty so he justified it as a cleaning charge. The word penalty isn't even mentioned in the bill.

If I saw the cleaning fee on the receipt then I would shown them that the truck was clean and that it was not applicable.

I want my $50 back.

This is unfair and I have been cheated by U-Haul.

DO NOT RENT FROM THIS COMPANY. USE PENSKE, RYDER or BUDGET. YOU WONT GET SCAMMED OR CHEATED.

I made a reservation for a UBox. Confirmed and reconfirmed the reservation. I went to pick up the box in Danbury, CT and the manager found the reservation in the system but lied to me and said he had not been notified. He lied again and promised to pick up a box for the next day. The location then would not answer the phone or alerts - no one in U Haul customer service could reach them. I spent several hours on the phone being bounced from one call center to another. I was promised a call back on numerous occasions with no result. Finally a supervisor set up an pick up at another location 45 minutes from my house. It took 2 days, many hours on the phone to get a U Box and still no one in the entire U Haul organization seemed to be able to extract a response from the Danbury location.

thU-haul located on 15 MI rd. near Crooks Rd. in troy MI did a terrible job servicing me. They actually didn't help me at all and gave me a lot of wrong information. first of all, I wanted a trailer which they stated they only had if I 'reserved it'. There was nothing stating anywhere that these trailers had to be reserved. secondly, the service reps both maile and female stated again that the trailers had to be reserved because it was college move day. That's exactly what we needed it for. After they told me they didn't have any trailers. I kindly asked a male rep to look to see if anyone else may have trailers I could rent. He stated that there weren't. This was at 2PM on a Wednesday. I told my wife about the issue when she got home from work later that evening she found a good u-haul supplier that was closer to my home and they had the trailer available that I originally wanted. Remarkably, they didn't need a reservation of the trailer and were much nicer and accommodating. I will be sure to never use the u-haul near 15 and crooks and make sure my friends stay away from them also. Hopefully, management can take the proper actions avoiding this problem for future consumers which took place ~ May 3, 2013.

I was planning to move some things from point A to point B as a one way trip. I called U-haul and asked if that was possible, they answered yes. I then reserved a van specifying my pickup location and a drop off location. Everything went through and I had my reservation. When I arrived to pickup my van, they told me when the van had to be back. I explained that I reserved to drop off at another location and they told me they don't do one ways if its considered a local trip. I then explained that I was never told that on the phone and there response was "they don't always know the rules as we do". I then asked why then does te website not inform the customers of that? They didn't have a reason. So I went out of my way to take a train to this pickup location so when I pickup the van, I can just walk home from the drop off location. But instead I had to go take the van back, and then take a train back home. If I would have been notified that this was their policy, I wouldn't have made this plan, I would have selected to start and end by my home. Their staff was very unprofessional while dealing with me as they kept leaving to go in the back to get food and eat behind the counter as I was waiting for phone calls from managers to get back to me when trying to sort out the problem.

I was traveling on business to Tallahassee. I ordered several packages to be sent to my storage unit. Unfortunately, when I placed my order I put down the wrong storage address for the shipping information (the wrong address was the U-Haul in Tallahassee on [redacted]. At that point, it was too late to change the address and therefore my only option was to wait at U-Haul until the packages arrived. As soon as it arrived the manager of U-Haul, [redacted], was extremely belligerent towards me. He ordered me to get off of his property and would not allow me to receive my packages. I did not receive a formal greeting nor was I given the opportunity to explain the situation. I have witnesses to attest to his behavior towards me, including the shipping company delivering my packages (I won't disclose the shipping company that delivered my packages, although they were extremely helpful and they ultimately went to my correct address). [redacted] was very rude and not courteous at all. Before I even had a chance to speak he was yelling at my face. When I finally had the chance to speak, I mentioned to [redacted] that I had ordered these packages and they were sent to this storage address by mistake. I also mentioned that I was not from Tallahassee, as this my first time in the area. [redacted] was not understanding and he had very poor customer service skills. I have been in the customer service industry with the top leading service companies in the world for over 9 years. I am now the owner of my very own professional service business. To see how he represented himself and the company was appalling. I have been a U-Haul customer for several years for personal use and business use. After this experience, I will not return my business to U-Haul. What's unfortunate is that [redacted] was the Manager. He is not a good example of a leader for the community nor his peers in the company. He should not be held at this high position if he's going to treat customers this way. [redacted] never apologized and never sought to make amends or resolve this issue. [redacted]’s behavior was absolutely unacceptable. I suggest re-considering him for this position.

I had a bad experience with a rental of a U Haul Truck, recently . I left my GPS affixed to the front windshield of the truck. I realized that I forgotten it the next day and when I inquired about it with the U Haul attendant he stated he did not see it. I partially blame myself for leaving it in the truck. But I feel, in part that it was the duty of the U Haul attendant to secure this personnel belonging and wait for it rightful owner to identify it and return it. I now fear that if I rent a U Haul truck in the future and leave a wallet, ring, glasses, etc, I will never see it again. Shame on U Haul for this type of customer service.