J.R.J. Tara Corporation

Review: I am using there U-pod service to ship my belongings from Torrance, CA to Seattle, WA. I have loaded my belonging on 02-27-2014 at the U-Haul of Torrance, [redacted] ###-###-####. They moved my U-pod box to another facility the end of day to U-haul of Old Town [redacted]###-###-#### as I was told. The second facility has no knowledge of my u-pod and I am directed to a u-pod customer support number and a regional office that has no communication with these facilities.

[redacted]Desired Settlement: My stuff needs to be shipped to U-Haul Moving & Storage at Rainier [redacted] ###-###-####. I also need a confirmation that my items are still in U-haul possession and are being shipped.

Business

Response:

March 12, 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 Los Angeles West regional office, followed up on the information Mr. [redacted] provided. She advised our office our GM of our U-Haul Center spoke to Mr. [redacted] and informed him they would discuss a resolution when the U-Box arrives, which should be the beginning of next week.

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,

Hello,

I have received my stuff thankfully on Monday 3-17-2014 and was able to pick it up on Tuesday 3-18-2014. Prior to the shipment I was advised by the LA GM I would receive updates on the progress of the shipment and spoke of a resolution that hasn't been brought forth regarding this issue. The company has no method for customers or themselves it appears to track their shipments, and this has been a painful experience to have them do their job for me. Especially needing to get in touch with regional and national management to track my stuff down.

-[redacted]

Review: I was a perfectly happy customer until the bald, middle-age customer service representative (or manager) scolded at me in disrespect.The parking lot in front of their office was small with only about 6 parking spots and an entrance/exit of about 1 highway lane wide. I was sitting in my car making a phone call to a friend who would help me move, and this man, who was driving a 14'' Uhaul truck, yelled at me in an attempt to back out of the parking space without any explanations. I was in a phone call, so I gestured him to go ahead and drive out. What he did was he stopped at the entrance/exit of the parking lot and blocked more than half of the entrance/exit, as a result, I cannot backup nor exit since the truck was in my way. I went out of my car and asked him if he could move. His expression was filled with anger and scolded me: "Now you can't get out huh? And NOW I have to move my truck because of your actions! You have no considerations for other people!" The facts are:1) He did not tell me he was going to block the entrance. If I had known, I would hang up my phone and leave immediately. 2) The phone call was only 1 minute, and he scolded at me for not considering other people. Just because his business is here does not mean he can do anything he likes with his truck and disrespect other people. He seems to be the one who does not have considerations for other people.I believe I was a very respectful customer since I did not say anything back to him for yelling at me. I just drove off and left. I do not want to be as ignorant as he is. I'm reporting this experience to Revdex.com because I want others know whose hand this company is in. I have never met customer service representatives with this kind of attitude before. For the record, I will not come back to do business with this particular branch again, even if it means that I have to drive farther to rent a truck.Desired Settlement: I would like an apology letter.

Business

Response:

August 31, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western Sacramento, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience they experienced with our dealer in [redacted], CA. Our U-Haul dealer in question is an independent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgment. Please be assured the matter will be discussed with all involved and corrective action taken as necessary. Ms. [redacted] suggested an alternate U-Haul location in [redacted] and as we value Ms. [redacted] as a customer, Ms. [redacted] sent her a $25.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I am LCPL [redacted], a US Marine stationed in CA at [redacted] and work in Marine Intelligence. I asked my mother, [redacted], to move my belongings for me from her current home in Orange Park, FL to her new home in Starke, FL via a Uhaul rental truck on Sat 3/29/14. Even though my mother picked up the truck and loaded my belongings, I paid for the Uhaul in the total of $121.98 over the phone with a representative of an Orange Park, FL Uhaul retail dealer for a 24 hr rental. The next day after my mother returned the truck 3/30/14, I see fraudulent charges on my online bank statement from Navy Federal of charges for $540.65 from a Rockville, MD Uhaul dealer and another fraudulent charge for $53.88 from a Starke Uhaul dealer which was also an error. We have spoken to Corey, Corporate Mgr ###-###-#### on 3/30/14 and also Vickie Grant at the same Corporate Uhaul Customer Service who said the error charges would be reversed in 1-2 days and the money put back into my checking account. As of today, 4/2/14 at 7pm, the money has not been returned for a total of $594.53. My mom has also spoken to the Maryland office [redacted] who caused this mess and talked with [redacted] who has tried to assist and a Store Mgr, [redacted], who has not returned our most recent calls. UHAUL has stolen money from me and I want it back. They said both these error charges were accidental yet my money has not been returned. I do not know how someone in Maryland could access my mother's Uhaul cr in order to bill my credit card and take money from my checking account to start with. Please assist.Desired Settlement: Total due to me $594.53 I want them investigated for fraud. Thank you

Business

Response:

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $540.65 was issued back to the [redacted] account documented on the contract on March 31st. A supplemental refund for $53.88 was issued back to the same [redacted] account and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] [[redacted]]

Even though Uhaul Corporate told us these two refunds were completed [they were not] when we called late night on 3-30-14, Uhaul has some business practices that does not credit customer's accounts back in a timely fashion after Uhaul mistakenly or fraudulently had taken money out of their customers' checking accounts. We were told by at least 2 different Managers that we would see the money back in our account in 1-2 days and another said 3-5 days. This is unacceptable business practice after accessing someone's money that was unlawfully taken without their knowledge, permission and was also not contractually agreed upon ahead of time in the signing of the Uhaul contract. The $540.65 which was an error from a Uhaul dealer [Rockville, MD] who was not even involved in our Florida Uhaul contract, has just now appeared today on 4-3-14 in our checking account. However, the $53.88 still has NOT appeared back into this account. We have called Uhaul numerous times on 3/30/14, 3/31/14, 4/1/14 and 4/2/14 and we are still missing one refund, not to mention, we have to beg to get our money back that was taken without our authorization. We would recommend to Uhaul that they seriously consider their poor business practices of not having adequate computer safeguards in place to protect consumers from multiple Uhaul retailers/employees from different States being able to access other customers' account numbers thus leaving their credit information exposed and vulnerable to such inappropriate errors. We will continue to go through the Revdex.com until we receive ALL refunds posted back into our account. Thank you, [redacted] and [redacted]

Business

Response:

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

As Mr. [redacted] and Ms. [redacted] confirmed, they did receive the refund for $540.65. The refund was issued on March 31st, the day after the actual charge. The refund for $53.88 was done yesterday, April 3rd. I did confirm that it was electronically processed today. Please be advised that a credit card company has 30 days to post it on the credit card statement.

As we value Mr. [redacted] and Ms. [redacted] as customers, I have taken the liberty of sending them a $25 VIP Certificate to help offset the inconvenience they experienced to their email address provided. The Certificate can be used toward a future pur[redacted] or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 14' uhaul to move from Arkansas to Louisiana. I picked up the uhaul on Friday February 21,2014 and there was a check fuel cap light on when I picked up the uhaul the representative at the sherwood, arkansas location told me it was fine and to just drive it. I had went to pick up a few things Friday evening and noticed that I was going through a lot of gas and just figured it used a lot of gas. On Saturday February 22 I finished loading my stuff and went to fill it up before I got on the road when I noticed that the truck had leaked a lot of fuel out from underneath the truck (which I have pics of) so I took it back to the sherwood arkansas location and asked to talk to manager. He walks up and says what do you need I informed him of the issue with the truck and he said that he didn't know what I wanted him to do it wasn't his problem and that if we didn't leave the lot he would contact the sherwood police. We just wanted someone to help with the problem and fix it or get us in a new truck. Which he was no help then has the nerve to tell me that the truck needs to be moved from the front of the building because it smells like gas leaking. REALLY!!!! I told him I was not moving it and he could move it which he finally did to the very back corner of the parking lot. Finally after contacting roadside and the District manager and 2 and half hours later we were put in a new truck in which he said that they didn't have. Then they give me a $50 credit to uhaul which after this experience I will never ever use. I don't know how uhaul can rent a truck that they know has a fuel leak and then act like they don't have to help you and it is all the customers problem.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Arkansas regional office, followed up on the information Ms. [redacted] provided. He spoke to Ms. [redacted] and addressed her concerns. He explained our Roadside Assistance Program and the steps necessary to obtain help. Mr. [redacted] assured Ms. [redacted] he would follow up with our GM and all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I contracted with U-Haul for: 19 march texas pod rental, their 3rd party dropoff & loading of pod at my texas origination pt. with rtn that day of pod to uhaul texas for shipment by them to denver destination (the u-haulmile high station where I could pick it up). To date process bungled and services as contracted not met, STILL no pod here... 19th march pod drop/ load/ pickup by uhaul 3rd party failed to show and I spent the day with my sister (she was at loading end in texas end, I had to be in denver for work) getting the 1st mess sorted becs uhaul would not release pod to their 3rd party mover (uhaul said he had no valid [redacted], he said the hitch setup was no longer compatible and uhaul did not tell his company) all day long...no one returned calls, I was shuffled from one uhaul corp unit to another, people were rude, someone was lying, it was a nightmare. post 19 Mar. I assumed uhaul would immediately charge my bank card and ship to denver as i'd instructed during 19 march calls. & original online order. 2 days later I phoned to see if it had shipped, texas said that they were waiting for me to instruct! I repeated please ship! aprox 31 march I phoned again to get a better eta on delivery date. was told that uhaul had tried to take the funds and it was declined. no one called to inform me of that & they had not done anything with my shipment still. the decline was becs at end march assuming uhaul had chgd and shipped by then, I had moved my bank to a new bank. so again on april 1 I re-re-instructed to chg (from new bank acct) ship my pod. the gentleman in texas sent me receipt and said it would ship within 48ish hours. on 5-6 april I phoned to ensure it had shipped, nope. more people not rtning calls, more waiting, still no pod here. filed complaint [redacted] no reply to that either.Desired Settlement: they keep resetting complaint 'startdate' to keep it in review, giving them x hours to respond, no one has. I would like my 865.00 ship fees refunded 1. they have not delivered within their corp. period 10 days (even if 1 april was start of their 10 days) I have spent over 40 hours on the phone (lost working hrs), not gotten help, and have had to buy items to hold over until/if my stuff ever arrives. plus the rudeness and lack of uhaul's proactive action when so clearly needed.

Business

Response:

April 22, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he had record that [redacted]’s U-Box had arrived and that he issued her a refund for 50% of the shipping fee and the initial delivery charge of $105 as an adjustment.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I acknowledge that the business has performed this action and consider this complaint resolved.

Regards,

Review: I ordered a truck with straps. The salesman insured me the trucks come with staps to hold a motorcycle. The truck had no staps to hold my motorcycle and so I couldn't use the truck. I had to drop the truck off at that same location an hour after I rented it. I have tried to contact the GM over the phone to discuss a refund on the truck and he won't return any of my messages. I used it for an hour and I didn't travel the 52 miles I paid $134 for so I want my money back. He won't call me back and I'm pregnant and live an hour away and can't drive down there because of my work schedule. I hope this complaint get the GM to call me back and gets my money back. I don't think that's a lot to ask.Desired Settlement: I would like my money back: $134.98.

Business

Response:

August 20, 2012

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

Ms. T[redacted], our Executive Assistant for the U-Haul Company of Central North Carolina, followed up on the information Mr. [redacted] provided. She informed our office that a partial credit was issued when the contract was closed out. They attempted to reach Mr. [redacted] but received no answer. A message was left explaining a supplemental refund was going to be issued back to the same credit card for the remainder of the charge. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a tow dolly that damaged the vehicle I was towing. The specific model of tow dolly had an extra ball hitch in the rear that is apparently meant to "daisy chain" multiple dollys together for transporting them between stores. This ball hitch caught the factory standard bumper of the car loaded on the dolly and tore the plastic cover. After complaining, the clerk realized that he accidentally swapped the "towing" and "towed" vehicle in some "verification" computer system. We also realized I supplied the wrong year for the "towed" vehicle. After correcting the entries in their "verification" computer system, the clerk still asserts that the original rented dolly model was still correct. I've escalated this to the General Manager. She seemed paranoid and suspicious and did not care to inspect the car damage. I've attempted to file a claim with the company, but they also categorically deny any liability.Desired Settlement: I would like the company to pay for repairs to the bumper.

Business

Response:

January 8, 2013

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

Ms. Lucy Aveen-West, our GM of our U-Haul Center of Blaine, followed up on the information Mr. [redacted] provided. She informed our office she sent him an email offering an apology and also relayed that RepWest Insurance Company reached a resolution in regards to his claim .

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The email from the General Manager was simply a message restating a decision from their claims organization. I did not feel like it was an apology nor indication that the matter was serious reviewed. I explained in my reply that she was not interested in seeing the damaged automobile, after a couple requests. It would have clearly shown the tow dolly was the cause of damage to the automobile, and that the instructions were insufficient to prevent the damage. I believe that since they have no interest in inspecting the automobile and tow dolly together, they are hiding from their responsibility.

Regards,

Business

Response:

January 14, 2013

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

Mr. William Piette, our President for the U-Haul Company of Northern MN, reviewed the information Mr. [redacted] provided. Mr. [redacted]’s claim was investigated by RepWest Insurance Company and the pictures Mr. [redacted] sent were reviewed. They found no flaw in the design of our U-Haul equipment. The towdolly in question has been rented out several times since Mr. [redacted]’s rental without incident. Their decision in the matter remains the same. If Mr. [redacted] wishes to pursue the issue, he needs to contact his adjuster at RepWest Insurance Company.

Thank you for bringing Mr. [redacted]’s recent comments to our attention and allowing us to offer another 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I contacted their insurance company again and have not received a call back as requested. I reminded them again that they declined to inspect the vehicle and the tow dolly together. If they had, they would have seen amply clearance, but when the vehicle applies weight to the dolly as it is being loaded, the clearance is no longer ample. The tear marks on the bumper will correspond with the ball hitch on the dolly.

The U-Haul company has been reminded multiple times that they have not taken normal and reasonable effort to inspect the damage. They have not made any effort except to deny any responsibility.

Regards,

Review: On Sunday, October 7th, I went to the [redacted] & [redacted] U-Haul in Caldwell to rent a truck and ended up getting my car towed. I reserved the truck the day before and double checked to make sure they would have the truck ready at 10 am, but when I arrived, there was no one at the front desk. I waited 15 minutes before calling their number, which brought the clerk to the desk. He asked me to get the truck while he helped another customer drop off a rental, but I was unable to, given the crowded parking. He then had me unchain the dolly I was renting. He then justified the dirty state of the truck due to the fact he was busy. I had the truck back by 2, cleaner and with more fuel in it than when I picked it up. However, neither the clerk nor my car was there. 20 minutes later he showed up, helped another customer, and then said he had no control of the parking situation, that the owner monitors everything remotely. I asked to speak to the owner and the clerk said he was a secretive person and would get back to me. I waited until 10 am Monday morning and, having received no phone call or e-mail, called the storefront. The owner was there and told me he would look into it and call me back. When he called me back, he said he could do nothing for me, that it was a separate business outside of his control that led to my car being towed. He eventually admitted that he owns all four businesses therethe [redacted], dog wash, U-Haul rental, and used car lot. When I contacted the regional U-Haul manager, he admitted that [redacted] was being ridiculous, but that he had no power over franchisees. As a customer, I feel I should have had the right to park, and that a sign that says Unauthorized cars will be towed is vague and somewhat ridiculous when it is literally posted a few inches off the ground. I am also concerned that there is both an estimated charge and actual charge pending.Desired Settlement: Partial or full payment of my impound fees. (currently $305) and reversal of the estimated cost ($145.96)

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

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

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

attempted to speak to Mr. [redacted] but reached his voice mail. She

left a message explaining All In One Dog and Car Wash has a

contracted tow company that hauls away unauthorized vehicles that are

parked on their lot. Ms. [redacted] suggested Mr. [redacted] contact [redacted] and [redacted] to see if they can make a settlement arrangement

with him since they are contracted with the tow company and U-Haul is

not.

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.

it was not my intent to bring uhaul international into question, but the specific business, [redacted] and [redacted]. please modify the complaint so we can proceed. However, if uhaul international wants to revoke [redacted] and [redacted] franchise, I would not oppose it. sorry for the lack of capitals and punctuation, my phone is not cooperating.

Regards,

Business

Response:

November 27, 2012

Review: Advertised a price of $39 online. Confirmed order for a 21 ft truck pick up at a [redacted] location. Sent me email to pick up a 26 ft truck at the [redacted] road location and then charged me $118 for rental. 1. Not what I ordered and was confirmed2. Nt size of truck I ordered and was confirmed3. Was not the price if my order and was confirmed.4. Expected yo pick up truck at 0800 but was told not until noon.5. Multiple calls made and nobody would help me. One call taker essentially told me this was all my problem.7. I arrived at 1300 and the clerk told me the unit was still due at 8 pm even though they caused the disruption.The agree soon price, vehicle, and pick up was not granted, nor the time frame. I am deeply frustrated as I lost a couple hundred dollars while movers sat around. False advertising. Clerk stated they to this all the timeDesired Settlement: I'd like my funds returned as this was the worse case of poor customer service and false advertisement I've seen.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:A review of your reservation does show you requested [redacted] for a pick up location, but there was not a truck available there, so the rental was placed at the [redacted] rd store - the truck you received was $39.95, but you also had to pay 99cents per mile for the 68 miles you drove it and an appliance dolly for $10.00 and 12 furniture pads for $10 were rented - that is how you final bill ended up at $137.59 - I cannot see anything incorrect with the contract - I can reduce your mileage charge from .99 to .59 cents per mile and refund $27.20The refund was issued back to Ms. [redacted]’s Master Card 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

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.

Review: UHAUL location at [redacted] agreed to charge for a two day rental if truck returned that eve. I was also in touch with corp office who confirmed - when I arrived at Uhaul to give truck back - I was told to leave keys as they coukd not see me T that time and return next day - Next day Uhaul called me and told me they were charging 3 days and clean up charge - their policy states cust has to inspect the vehicle when it was checked in - they broke their own policy and are now trying to take an unjustified clean up charge as well as charge for an extra day they said they woukd not charge for.Desired Settlement: Cash deposit of100 given. Gift certificate of 150 given. Total of 250. Only 58 returned - would like the remaining 42 returned - to equal the original 100 deposit given

Business

Response:

October 4, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: 494520

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted] followed up on the information Ms. [redacted]provided. He researched the rental and spoke with the employees that assisted Ms. [redacted]during and after close of business. She was advised at the time of after-hours night drop that she could return during normal business hours and either receive her refund or square up on the balance of her rental. When the truck was checked in the following morning, it was noted that there was a broken cinder block, hay and grass all over the cargo box of the truck and an extreme amount of animal hair in the cab. Mr. [redacted] relayed he could not remove the cleaning fee and since the truck was supposed to be returned before the end of the close of the business day, he could not remove the charge for another rental period. After the VIP Certificate was applied to the balance, Ms. [redacted]received a refund for $58.72.

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: On or about April 12, 2012, I had to place my personal belongings in storage as the direct result of a wrongful eviction. I don't have steady income at this time and currently in the process of applying for SSDI. I'm two months behind on my storage bill, U-Haul has charged me ~ $300.00 in fees in addition to the monthly amount of storage which is ~ $275.00. I have tried contacting the manager of U-Haul to make payment arrangements and to avoid my things being sold in an auction. I was told that I had to pay the balance in full and that they do not accept partial payments. So, if I'm unable to pay the entire amount then I'm going to lose all of my personal belongings. Such business practices are inappropriate for the economy in which we live in today.Desired Settlement: I would like a full refund and the opportunity to move my belongings to another storage that is customer service oriented. I would also like for U-Haul to provide me with a truck at their expense so that I can move my personal property from their facility.

Business

Response:

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

[redacted] the Executive Assistant in our Springfield, IL Regional Office informed us the General Manager, [redacted], has made several attempts to work with Ms. [redacted] regarding her storage payments. He has agreed to allow Ms. [redacted] to make partial payments and then she does not follow through with the remaining balance.

The GM made another deal on 7/13/12 saying he would waive all fees if Ms. [redacted] move out of the unit. Ms. [redacted] again did not follow through.

The deal on the table is that Ms. [redacted] move out today or the GM will have to proceed with the lien auction scheduled for 9/4/12.

We've been informed that there will be no refunds and no free truck rental.

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 called U-Haul's 1-800 number to reserve a truck. The operator quoted me in-town price while knowing full well this was an out-of-town rental. When I arrived at their rental location one week later to pick up the truck, they tell me the rental should be $229, not $29. After one agonizing hour on the phone with another U-Haul representative, they offered to reduce the rate to $99, but I had to drive 110+ miles to return the truck to the original pick-up location.Desired Settlement: Reimburse me for the difference in price: $99 - $29 = $70. As well as refund me the price of gas incurred in driving that 110 miles to return the truck to its original U-Haul location: $45. Total reimbursement: $70 + $45 = $115

Business

Response:

August 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our record indicate a refund for $107.00 was issued to the [redacted] account on file as an adjustment on their rental. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: No Notification of additional POD drop off fees or of No Proration Fee PolicyPoorly informed Customer Service Representatives providing conflicting informationPickup request not processed as promised, POD dumped in parking lot instead of heated drive in facility Belongings in storage returned smelling of cigarette smokeManager has not bothered to respond to my concerns via phone or e-mail sent 2/10/14.

Product_Or_Service: UHAUL POD Storage

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting a full refund of February 2014 storage fees paid $80.00 as well as an additional $100 for time, energy, money and aggravation spent on laundering my stored posessions that were returned reeking of cigarette smoke. I have the e-mail sent to Lucy Aveen-West on 02/10/14, but was unable to transfer into acceptable file format. Have included receiept for initial service, only documentation I ever received regarding storage.

Business

Response:

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our GM of our U-Haul Moving and Storage of Blaine, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] as well as sent her an email explaining she issued her a refund for $80.29. Ms. Aveen-West also mentioned the U-Box was stored in a smoke-free warehouse, therefore, a refund for the cleaning will 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 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,

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.

Review: I rented a Uhaul which had an empty tank when I picked it up in [redacted] - The clerk helping me in [redacted] didn't have me sign ANYTHING regarding the gasoline level... When I returned the truck the same night, I left it with just around a 1/4 tank of gas in the tank. The next day I get a bill from Uhaul stating they are charging me $70 for gas charges!!!!!!! This is theft and absurd! Unless they can provide me with a signature stating I agreed to any kind of gas level before leaving the [redacted] office, I want this money back on my card ASAP!Desired Settlement: I want the $70.00 charge for "gasoline" put back on my card. I also want 1/2 the amount of my entire order refunded for such horrendous customer service. The last time I used Uhaul I was given a $25.00 gift card because they tried to steal money from me then... They need to be investigated if this is what they do to every customer.

Thanks,

Business

Response:

June 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office that the contract and the the dispatch tag that were both signed at time of rental shows the fuel level was at 3/8 of a tank. The truck was returned with 1/8 of a tank. In the interest of customer good faith, a refund for the $30 service fee to refuel the truck was refunded along with $25 for the VIP Certificate. The refund should post on Mr. [redacted]’s next credit card statement. No further refunds will 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

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.

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.

Review: Firstly, the reservation took an incredibly long time, continuously making mistakes, when I asked to get a recording of the conversation which is offered, she refused then hung up. We go to U-haul with our confirmation number, they inform us that nobody is there to move our moving pod to the warehouse location in which they ship it for you. That I would have to pay for a larger truck, as well as move it there myself and pay for the gas. Then the warehouse mislocated our belongings, and did not call us back. Leaving us to worry. Finally they found our belongings. Telling us that WE spelled our names incorrectly. Finally, We receive our belongings, completely destroyed, damaging over 1,700.00 dollars worth of our stuff. Refusing to call us back, and deal with the situation. I get a hold of a woman, who says that she can set us up with a insurance representative, and that she cannot refund our money back because they hire a third party contractor, in which she REFUSED to give me the name of that company to contact them. Insurance representative also neglects to call us back, and when she does proceeds to tell me that things were packed incorrectly. My last occupation, packing and distributing weight is all I did. She closed our case before she even received our photos of damage. Which include two holes on the side indicating fork lift trauma, as well as the lock we purchased from them was no longer on the box. Actually, the latch we locked our lock on was completely torn off as well. I am at my wits end trying to call these guys, and getting them to acknowledge their many mistakes and horrible cruel treatment. I feel as though I paid these guys to destroy my precious belongings and then rub my face in it time and time again afterwards. Some of these belonging are heirlooms, precious memories, and basic day to day stuff. Some can not be replaced. If you ask me my money was not well spent.Desired Settlement: I spent 1,108.19 dollars on this move, to be neglected, forgotten, treated with disrespect, and had my livelihood compromised. The least they can do is admit their terrible service, and do the right thing and help us start over. I am not really sure how to proceed because they claim that they can not refund us because they pay a third party participant to move our belongings. They refused to give us the name of that company.

Business

Response:

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

[redacted] Insurance Company advised our office they have a file set up for Ms. [redacted] under Claim# [redacted]. The adjuster assigned to her claim, [redacted], left a message for Ms. [redacted] on or about January 21st explaining her claim was in the process of being reviewed for resolution. Ms. [redacted]’s supervisor is [redacted] and can be reached at ###-###-####, ext. [redacted] if Ms. [redacted] wishes to speak to her.

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.

Hi, I am upset with Uhauls response because the insurance [redacted] they referred us to has been evasive. [redacted] did contact me but always at 5:59 pm so I cannot respond to her that day. They closed the case before they received the pictures showing damage and then lied to me about receiving them. They then reopened the case at my request but continue to push the meeting regarding the claim back due to [redacted] being out sick, on vacation, or out of the office for another reason. They were supposed to have the meeting this past Friday, January 31st but I have not heard a response from this meeting and will be calling Jasmine on Monday.

Review: I rented a 10' U Haul one way truck on 2/15/14 at U-Haul Moving & Storage of Oshkosh to be driven to North Olmsted, Ohio. When I picked up the truck I was given paperwork and instructed that my fuel level needed to be filled to the same level as when the truck was given to me which was documented on my paper work. While driving, we made it just past downtown Chicago when my oil pressure light came on. I contacted U Haul roadside assistance and was told that she ran the computer in my vehicle and that there is no oil in my truck. I was then told that she would send someone out to as the vehicle and that she would call me back within 30 minutes with more details. 30 minutes later I received a phone call saying that I had two options, option 1 is to go buy oil myself and I would be reimbursed, option 2 is to drive to the nearest U Haul location to be serviced. We chose option two and drove the 4 miles to the nearest U Haul location which was Southside Auto Spa LLC. Once there, 5 quarts of oil were put into the truck an we were told to continue on our way. Since then, I have filed a customer service complaint and I have been given different information from each representative I have spoken with. I believe that U Haul needs to be held accountable for not checking the oil in my truck before putting me on a 500 mile trip. My safety as well as the safety of others was put at risk. This is taken directly from the U Haul Corporate Website "Our equipment inspection and verification program ensures clean, well maintained equipment for every customer every time."Desired Settlement: I have requested a full refund from U Haul as I feel that there was a breach of contract when I was put into a vehicle that did not meet the equipment safety requirements. I would also like U Haul to take another look into their equipment inspection and verification program to ensure that future customers are not put into an unsafe vehicle.

Business

Response:

February 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Oshkosh, followed up on the information Ms. [redacted] provided. He informed our office a refund for the tolls in the amount of $33.60 was issued back to Ms. [redacted]’s Visa account on February 17th along with a refund for $170 issued back to the same credit card as an adjustment on her rental on February 24th. Both refunds 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 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,