J.R.J. Tara Corporation

Review: My daughter was moving out of her apt and made an online reservation 3 weeks in advance for moving truck for 4 hrs and a storage box for 30 days. The truck was to be returned to the same location it was rented from and contents were to be unloaded and put in the storage box at the same location. Approximately 44 hrs before she was scheduled to get the truck she was notified that the box she reserved would not be available at that location, but an alternate location was available approx 50-60 miles away. After several calls to customer service and being transferred several times I was finally connected to the regional manager of this area. When I explained that the alternate location was unsatisfactory because the travel time back and forth in addition to the load and unload times was not possible in the original 4hrs reserved. I suggested she be allotted more time and miles. I was repeatedly informed that was not possible and there was nothing U-Haul would do to help with the situation. My daughter had to cancel the storage box reservation and scramble to find another means of storing her belongings. Furthermore, upon picking up the truck at the reserved time, the store was very busy and understaffed. When her turn came she received the keys approx 10 minutes after the set time. When she recommended she be allotted that same amount of time upon returning the truck she was told no and she would be charged $100 if she returned it more than 5 mins late.

Product_Or_Service: Moving truck and storage box

Order_Number:[redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

None

Business

Response:

August 14, 2014

Revdex.com #[redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the GM of the [redacted] Center spoke to [redacted] and informed her he would give her a 30 day free storage coupon to be used next year for [redacted] college move.

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

Consumer

Response:

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

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

Regards,

Review: Uhaul gave me a truck that barely worked, we drove it (very scarily) from the facility to our storage unit and then to our apartment where we loaded our items but when we were ready to go the truck would not start. We called roadside assistance and were informed that it would take 90 minutes for the technician to come. When he came, he determined that the fuel gauges on the truck were broken. We would have no way of knowing how much gas is in the truck and therefore we should fill it up with gas and assume we would have enough to get where we need to go (the gauge said we had half a tank but the tank was actually empty which is why the truck didn't start). Since all of the trouble took so long and the technician did not arrive until very late in the afternoon we were unable to complete our move. When we returned the truck the following day I complained to an associate named George who said he would refund me partially, investigate our complaint and follow up with us the following day. Two days later he still hadn't called so I called customer service. Customer service said that the location never filed a complaint and they would go ahead and file one and get in touch with me within 3 days. They never called. I called them again and they told me that they resolved my complaint and emailed me (even though they admitted that my preferred method of contact was phone call). They read me their "resolution" which stated that "the truck just drives like that." Excuse me? How is this a resolution? Come to find out that the ONLY part of my complaint that was filed was the part where I said the truck was hard to drive, not the part where I said that THEIR OWN ROADSIDE ASSISTANT TECHNICIAN TOLD ME THERE IS SOMETHING WRONG WITH THE FUEL GAUGES. I reopened the complaint, told them that I would like a phone call and not an email and they assured me they would be in touch within 3 days. It has been a week and they still have not called. I am absolutely tired of calling them every time they say they will call me. I was unable to move that day and was very inconvenienced, and I shouldn't be charged (over $100) for a truck I couldn't even use. Nevermind the fact that their "customer service" is a joke for a company so reputable.Desired Settlement: I would like a full refund, as I was unable to move that day and I should not be charged. And for every time I have had to call them myself when they said they would call me!

Business

Response:

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our San Francisco Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that a refund for $75 was deducted from the rental contract at the time of drop off as an adjustment.

As we value Mr. and Ms. [redacted] as customers, Ms. [redacted] also 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

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.Your resolution states that you refunded me $75 at the time of drop off as an adjustment. This is a lie. I can provide to you my bank statement if you'd like, which clearly states that you charged me $132.82 for the rental and only refunded me $39.57 at the time of drop off. Also I don't believe you ever send me a gift card since I have yet to receive it, but I am demanding a FULL refund as I was unable to move. To think that I would like a gift card towards your services in the future is absurd.

Regards,

Business

Response:

November 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our San Francisco Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office she left a message for [redacted] and/or [redacted] requesting a call back to personally address their concerns. I also did verify the $75 refund that was applied to their rental contract at time of return as a Customer Service reimbursement.

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: When I first reserved a storage unit with u haul I reserved a 10 by 20 when I got to the facility they did not have my unit available so I had take take 2 smaller ones and was expected to pay full price for each the manager of the store said he would try to discount it for me for the folling month when my first payment would have been due I tried to contact him with regards to this with no response so I emptied the smaller of my 2 units and kept the larger unit my payment per month is 1697.69 on may 29 I tried to contact the manager of the store cause I was 69 cents short on my credit card to make the full month of junes payment so I was trying to get the 69 cents deffered to julys payment or If it would be ok if I came in to pay the storage a few days late without having to pay the $15 late fee I never got a response from the manager I then went in on june 2nd to make my payment and they told me they could not take the $197 from the credit card and the 69cents in cash they called it a partial payment I asked to speak with the manager and was told he was not there Through the full month of june I have tried to contact this gentleman and had no response On july 3rd I went in to the u haul again and spoke with the manager and all he did for me is take off my late fees from the month of june I do not feel I should have to pay for that month or continue to pay I just want my stuff back and now they are claiming I owe them almost $400 I can not pay that I feel their customer service is very poor and something should be done about this Thery have taken advantage of the fact that I can not make it to the u haul storage facility at anytime I choose to rectify this matter myself I have spoken with william stenhouse the marketing executive assisstant as well and he has done nothing about this matter either this company is very unproffesional and very unorganised.I would have had my unit empty by the end of june had they have handled the situation properly.

Product_Or_Service: storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just want them to allow me to take my belongings out of the storage unit as early as july 7th 2012 without having to make any further payment or a payment for the month of june I did everything on my part to clear the situation up with no co operation on their behalf

Business

Response:

July 13, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central Ontario, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and was able to reach a resolution. Ms. [redacted] removed her belongings yesterday, therefore, all charges prior to July 12th have been removed.

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 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 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: this is the email I sent them after the factNot to be rude, but someone at your company needs to look up the definition of the word 'reservation'. I made mine on August 7th, 2012, for 8am September 1st, 2012. I was then contacted by [redacted] confirming pick-up at 8am. about a week and a half later, the same woman from [redacted] called, asking if I'd mind switching my reservation to 2pm the same day to accomodate someone else. I said I couldn't, due to the fact that I work at 3pm that day. as far as I knew, everything was still a go for my 'reservation'. On Wednesday, August 29, 2012 (three days prior to my 'reservation', the same woman calls to inform me that the truck I 'reserved' was no longer available, due to some 'one-way' issues and that the 2pm one is still available...unbelievable! I work for a hotel and deal with reservations everyday...I couldn't imagine (and would be fired for) doing that to a customer. I then spent an 1 1/2hrs on the phone with [redacted] from your head office Wednesday morning, and continued on Thursday morning...she tried to help by reducing my cents-per-klic, but I told her it was small compensation for the work shift I would lose, and the fact that only my 63 year old father would be available to help at that time. She said she couldn't do it anymore. I asked to speak to the supervisor, to which she said would call me back soon...and I'm still waiting for a call that doesn't seem to be coming. Do to u-Haul's incompetence, I am forced to cancel my 'reservation' to avoid your $50 cancellation fee, which seems kind of ironic. All I received from this experience is a headache, lots of wasted minutes on my cellphone, and being stranded on Saturday when someone's supposed to be moving in to where I'm supposed to be moving out. Take note...I will be reiterating these comments to the B.B.M. tomorrow WORD FOR WORD, making sure all family, friends, co-workers, etc. know how 'reservations' work at your company, and taking my business elsewhere.Regards, [redacted]Desired Settlement: An apology, a proper explanation, and possible compensation (gift certificate?)for time wasted, cell phone minutes wasted, and the extra labour involved when friends were unavailable to change their plans at short notice, and wear and tear on my elderly fathers van due to the fact it was a long, holiday weekend, and no other trucks were available at other companies on such short notice.

Business

Response:

September 12, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern Ontario, followed up on the information Mr. [redacted] provided. She informed our office she personally assisted Mr. [redacted] during the scheduling time of his reservation. Options were offered but he was unable to secure the equipment at those locations. The last option Ms. [redacted] offered was with a reduced mileage fee but he opted to cancel the reservation.

Ms. [redacted] issued a check to Mr. [redacted] for the $50 Reservation Guarantee Fee. He should receive the check within the next 10 business days. As we value Mr. [redacted] as a customer, she also sent him a $35 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: My story is similar to most. I booked a truck over the phone and was advised my rental would be ready around 11:30, The U Haul representative then advised I needed to secure the rental with my credit card, I advised that I did not want to have my account debited and that I intended to pay with cash, she advised that would not be a problem and assured me that the account would not be debited. Once I arrived in the store I was told U Haul not only Double booked but triple booked the rental. The store manager showed me the other options he had available. I advised the manager that the van options were not sufficient, the manager said "Just try it you might be surprised" After driving 44 miles to pick up the items, the items indeed did not fit and at that time I drove back with out my items. I came back into the store after fulfilling my contact and making sure to fill up the tank the manager then told me he would not be willing to provide me a full refund but was willing to give me $10.00 off the rental and anything else would have to go through corporate. I then went home to find out I was also debited the amount as well. I went back to the store and they did refund me the cash amount. I then called corporate who advised they would refund my the entire amount plus give me a $50.00 credit for my next rental. 3 months later 2 disputes later I still have not received my money back. I have spoken with several reps who advised they could not assist me because of the open disputes, I found it rather odd that they had no recollection of the phone calls or any notations, however when I called again and spoke with a rep she was able to find it right away. She advised that because the money appeared to have credited and debited that the dispute I placed with the bank would continue to get denied. I advised her this money was promised to me by U Haul she advised she would have a manger call me back in 3-5 business days and re-open the file.Desired Settlement: I would like the $84.49 to be reinbursed to me as promised.

Business

Response:

October 17, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Eastern FL, followed up

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

issued a refund for $84.49 back to Ms. [redacted]'s Visa account for

the remainder of the charges. The credit should post on her next

credit card statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I took my vehicle to get the wiring for my trailer done. I kept blowing ligh bulds on my trailer. I took it back the manager told me that the box was bad, so he replaced it. I continued to blow lights and fuses left and right. This time my mechanic told me that there was a wiring issue. I took it again. I waited for the line to die down, he then tells me he had no time after I waited for almost an hour. Manager finally looks at at it and tells me the box is bad and is overheating. That would be the 3rd box he replaces. I even took the trailer attached to my vehicle he saw I had no working lights and told me he had no time, when there was nobody in line or in the place for the customers had already been taken care of. So I took off pretty upset with no working lights. Called to rescheduled and they were to call me back to confirm an appointment and never did. 3 weeks have gone by and still I have not heard anything from them. I am not one to complaint but feel I got taken advantage of. Now I can see why they try to sell you wiring insurance.

Product_Or_Service: Uhaul wiring

Order_Number: [redacted]Desired Settlement: Replacement I would like my vehicle to get REWIRED the right way ELSWHERE. }

Business

Response:

September 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern IN and South Cook Counties, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and scheduled him to go to our Schereville U-Haul location on September 27th at 7:00 am. Our GM at that location will make sure Mr. [redacted]'s concerns are resolved.

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 had a quick-connect wiring harness installed by a UHaul employee to work with the trailer I rented (8/22/12). In the process, the person cut every wire in my left rear light assembly and was attempting to get the wiring correct by touching wires randomly to each other. While driving home I became aware the he had damaged the electrical system on my vehicle such that my parking lights no longer work, my dashboard lights no longer work, the "lights on" chime rings constantly, rendering my vehicle un-driveable after dark. Additionally, our rear hatch auto-close no longer closes completely because the service rep failed to read the sign on the back that says NOT to open the hatch manually. He attempted to open the hatch and caused a mis-alignment of the hatch closing mechanism.A claim was been filed with their insurance carrier at the end of August, and UHaul management has been aware of the problem since August 24th. The UHaul site manager ([redacted]) attempted to have one of his other techs repair the light wiring in an attempt to resolve the issue for me. He was not able to correct the parking lights, nor do anything with the dashboard lights & chime. Mr. [redacted] then referred me to the [redacted] Road location for an attempted repair. When I got there, I explained the situation and was told they wouldn't be able to repair the remainder of the damage, which I had assumed since they did not have the proper equipment to diagnose the problems. The manager there referred me to their insurance company (Rep West) and said the person who had damages my vehicle had been fired and that he never should have cut any wires. I have been trying to work with the insurance company but with no success. They have indicated that UHaul must admit liability before any progress can be made. As of 10/01/12, no progress has been made toward repairing my vehicle. This vehicle is for my wife, who is wheel chair bound. She is not able to leave the house after dark because the vehicle has no rear lights.Desired Settlement: I would like UHaul to pay for a factory authorized technician to diagnose the problems with the vehicle to get an estimate of the damage, and then I would like UHaul to have the damages repaired. To date, the they have demanded that I get estimates and pay out of pocket for the estimates.It is ridiculous that this is taking so long to get any kind of attention from them on repairing this vehicle when the site manager has already admitted it was his employee's fault.

Business

Response:

October 26, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Western NY, followed up

on the information Mr. [redacted] provided. He informed our office he

will be in contact with Mr. [redacted], if not already, to set up a time

that works for him to have the necessary repair done.

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 to move items out of my storage unit on 9/22. When I opened my unit, everything was covered in rat feces and rat urine. Almost all items that were not placed in sealed plastic containers had been chewed and urinated on. The entire unit was covered in filth. I talked to the [redacted], who's uniform said that he was the general manager, but who told me he was not. He told me "Yea, that happens sometimes" and despite the fact that everything was ruined and completely unsanitary, [redacted] told me he would do nothing to help me at all. He wouldn't help refund or help clean out the unit unless we paid additional money for removal. He was quite rude and clearly had no interest in helping at all.Desired Settlement: I want a refund. Through the course of my time with Uhaul, I paid over $3,000 to store items that have been completely destroyed. I asked for a refund on my last month, and was denied. Between the renting fees and the cost of the lost items, I am out thousands of dollars. I'm not asking for all of it back, but I would like at least some refund.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Metro DC, followed up

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

she attempted to speak to Mr. [redacted] but reached his answering

machine. She explained Mr. [redacted] previously relayed he did not

want his belongings in the storage unit. He was advised we needed a

letter from him stating this but it has not yet been received. Ms.

[redacted] is waiting for detailed pictures of the items in his unit to

determine their condition, which will help with the resolution to his

objection. Ms. [redacted] left her telephone number and requested a call

back from Mr. [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: June 1, I rented a U-haul truck to move my daughters belongings to storage in [redacted]. Due to a hard rain, I rented a unit at U-haul. On inspection, I saw a rodent bait box, asked about it, was told there was no problem with rodents and Florida law requires them in storage units. The manager was pleasant & I rented it despite the $104.00, believing there were NO rodents. The unit was close to the loading dock. We took a load, returning close to the closing time & found we were 3rd in line to unload & unable to do so as this was the ONLY door to go through. This was not told to me at the time of the rental. I was taking the truck home to load other boxes to put in the unit. Worried about being late for truck return in the a.m, [redacted] said to see the manager about getting an extra hour to finish in the a.m. I didn't know the managers name but said "the nice bald man? He said, "yeah, the flaming gay guy". I told this to [redacted]..very inappropriate. As retribution, the new manager, [redacted], called my daughter and told her I was trying to access the unit after hours, called and swore at them and that we would be locked out.I had not called ANYONE there & had not been to the uhe unit since renting it. First of all, it was in MY name and I have a key. Secondly, it was PAID for. At no time were we offered insurance. I finally got fed up with this place & moved her items out on 10/9 to a clean, $30/mo less unit close to her house. When we got to the back of the Uhaul unit, I noticed a large rug we had rolled & stood in the corner was wet at the bottom. I had purchased packages of brown paper to put her things on so they wouldn't be on the floor. The paper was wet, the rug smelled of urine and something had eaten the backing off and chewed the stitching on the edges. I went to the office, asked [redacted] and another kid to look at it and was thrown a brochure and told to call a number to file a claim. Without even seeing it, the claim was denied. A $400, 1/2 year old rug ruined because of lies

Product_Or_Service: Storage rentalDesired Settlement: DesiredSettlementID: Refund

Either the depreciated value of the rug or return of two months rent. Because of the initial problems, [redacted] gave me the second month's rent at no charge, however, when I made the last payment prior to moving I was asked by another employee if I was given the first month free because we had rented the truck. No, I was not given the first month free, it was skirted in as a "goodwill gesture". HA!! Someone owes for a ruined rug because of their lies.

Business

Response:

October 31, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

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

the information Ms. [redacted] provided. He informed our office he

spoke to Ms. [redacted] and discussed her concerns. He offered his

apology for the bad experience she incurred with our U-Haul location

and advised her he would send her a refund for ½ of the cost of the

rug. He also assured Ms. [redacted] that the situation would be

addressed with 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: 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: On January 17th I rented a 10 foot truck for $29.99 plus .79 cents per additional mile and gas to replaced and returned in 24 hours. My wife returned the truck within 24 hours with gas more than when we picked it up and 12 miles added. Total being $29.99 plus 9.48= 39.47....now back up a moment we were told on the phone 24.99 but that changed when we arrived. Now it is the next day and I check my account I have charges of $75.00....$31 plus $38 plus $4.76 plus $9.72 my wife immediately calls up they give her the run around she calls back the "mgr" supposedly tells her he needs card number again she replies you need my card number for credit but you do not need it to keep putting erroneous charges on it!!! He replies yes she obliges and is told it will come off immediately it is now 10 days later no credit of $75.00 and they are ignoring emails and phone calls. They are liars and deceitful. This is absurd to have to keep calling and sending emails and all they do is lie!! I want a Total credit including the $75.00 charge and I want it now, I am contacting the Attorney General also for deceitful practices with customers credit cards.

Product_Or_Service: 10 foot truckDesired Settlement: DesiredSettlementID: Refund

An immediate TOTAL refund and the errrnoeous charges including $75.00!!

Business

Response:

January 29, 2013

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

Mr. Steve Langford, our President for the U-Haul Company of Saint Louis, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a return call to personally address his concerns. He will advise Mr. [redacted] that according to the contract, we applied $38 for fuel on the 18th and then refunded it on the 19th. The only fees collected were $32.84, which is the cost of the trailer 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I ordered a service from u-haul to deliver my belongings to my new location. Over the course of almost three weeks I was lied to multiple times about when my belongings had been shipped, told there was no confirmation number for my delivery and also had employees tell me that didnt know where my belongings were. I filed several complaints with u-haul customer service as well, being told managers would contact me and in most of those instances was not contacted. Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund $1500 covers the cost of the deposit and rental of the u-box unit I had ordered. Inconvenience of the matter, time consumed and being lied to, $2000 added back to my credit card used for the transaction.

Business

Response:

August 17, 2012

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

Mr. Brian Wey, our GM of our U-Haul Center North Lansing, followed up on the information Mr. [redacted] provided. He informed our office the U-Haul U-Box was delivered to Mr. [redacted] on June 5, 2012 to be loaded. After Mr. [redacted] loaded the U-Box, U-Haul staff picked it up and delivered it to our U-Haul Center North Lansing on June 6th. The U-Box was shipped on June 12th and delivered to Mr. [redacted]'s selected destination on June 18th. Mr. [redacted] was quoted 10-12 business days for delivery. Mr. Wey explained that Mr. [redacted] was never given a specific date of delivery. Mr. [redacted] has also been advised that a reimbursement was not warranted and 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,

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.

Regards,

Although my Ubox arrived within the specified time frame, it was wrong and horrible customer service to lie to me multiple times about when it was actually shipped out and to then tell me that you didnt have a tracking number for it once it was shipped out. Furthermore, the dozens of phone calls made to customer service were of no help either. Customer service filed my claims wrong, which then had to be re-filed. They also told me different dates than Mr. Wey did about the shipping date. Lets not forget the multiple times customer service told me I would be receiving a phone call from a manager about my dispute, only to receive one phone call out of maybe a half dozen or more times being told I would. This is some of the worst customer service I have ever received and I expect way more from a company with such a well regarded reputation. Not only did I get lied to, get the runaround and just tossed aside but to then get told I would receive no compensation whatsoever for all this...well, its just unacceptable. This whole thing could have easily been rectified if I hadnt been lied to from the start. Once it progressed from that is when I started to ask for compensation. I hope that this letter actually finds its way to someone who can and wants to resolve this issue.

Business

Response:

October 29, 2012

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

Mr. Jim Meredith, our President for the U-Haul Company of Western MI, advised our office he carefully reviewed Mr. [redacted]'s concerns and relayed that their decision in the matter has not changed. He went on to say Mr. [redacted] received his U-Box within the time quoted, they were not dishonest with him and they fulfilled their contract with him. He added that a refund is not warranted.

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,

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.

Regards,

The main dispute has been that I was LIED TO BY YOUR MANAGERS ABOUT WHEN IT WAS SENT OUT. The other issue at hand is how horrendous the customer service has been. Your managers lied about when it was sent, they dodged my phone calls and the customer service reps seemed to have no clue what was going on. This has been some of the worst customer service I have ever had. I’m appalled that you would allow this type of behavior to go on in a legitimate business. It honestly seems like the reason you are not resolving this with me is purely out of spite. I know you are going to come back with a reply to this saying I go my u box in the correct time frame, but that’s not the issue. The dishonesty is the issue. You should not have people working for you who lie to their customers. Please, just refund me for having been lied to and having to put up with all of this. This whole ordeal has taken entirely way too much time and would be over with if you would just admit your faults and mistakes and refund me what I have asked for.

Review: I rented a cargo van from the middleown ny location [redacted]

[redacted], NY [redacted] on sunday march 10 2013. I picked up the van and returned it the same day after hours because the gentlemen at the desk said as long as it was back by the next day At 6 am it would be fine but I still returned it the same day. As I checked my account I saw all kinds of charges from this company withdrawals and deposit I called immediately on wed march 13 at 10pm and spoke to someone in customer service. She said the charges were for a dent on the car and for not returning the van with gas. I explained to her that night and the manger [redacted] whom I spoke to the next morning that I put gas in the van and I did not cause any damage to the van it was under my supervision at all times. The manger said the gas was an error on their behalf and I am waiting for my $85. credit for the fuel. They charged me $113.40 and then $25.84 and said that they then credited me that amount cause they made a mistake and didn't realize the dent. Then they charged me another $351.44. They seem to be very confused and unorganized. Once again I must say that I did not cause any damage to this car and they are making yet another mistake by charging me for this I did not hit anyone and no one hit me because I was in the car the whole time. this van was already damaged and they did not take notice in there system or provide me with a walk through ( which is a breach in there contract) so I could point the damage out. It had yellow marks on it that from my observation of there premise was caused by yellow ramps that are in the parking lot and negligent staff.Desired Settlement: Full refund

Business

Response:

March 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Lower Hudson Valley, followed up on the information Ms. [redacted] provided. She explained the van Ms. [redacted] rented is relatively new and was rented to Ms. [redacted] with no damage. She confirmed the van was properly checked in and out on the previous rentals. Ms. [redacted] made an overnight drop off and the next day when our U-Haul staff inspected the van, they found new damage that they documented. Ms. [redacted] chose not to take the Collision Damage Waiver (CDW), therefore, is responsible for the damage. Our records indicate a refund of $85 for the fuel was issued back to Ms. [redacted]’s Visa 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,

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: I did a reservation for their 19.99 truck. Received a text and 4 gours layer confirming the reservation. Once I got to the location I received a truck for 29.99. With only a few hours to move I rented the truck. I requested 4 houts to return the truck only 3 hours to have truck back. Did a complaint with the company still haven't gotten a call back from uhauk.Desired Settlement: A return for the miles on the uhaul

Business

Response:

June 19, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms[redacted]provided. He informed our office he attempted to speak to Ms[redacted]but reached her voice mail. He left a message explaining a VIP Certificate for $35 had been issued to her that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He also advised her that the charges on the rental all appear to be valid, therefore, a refund is not owed.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

U-Box shipping costs: $906

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

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

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

Business

Response:

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

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

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

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

<stron*>Sincerely,</stron*>

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

<stron*>Executive Assistant</stron*>

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

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International