J.R.J. Tara Corporation

Review: On 04/09/14 my family relocated from [redacted], ** to[redacted],**. We rented a 24' truck from our local UHaul dealer. (equipment no. [redacted]) When driving through [redacted], TX on 4/10/14, in the middle of a large curve with a semi in front of me, behind my son (following me) and another to the left of me the truck cab filled with smoke, I lost power steering and it took everything I had to depress the brakes to stop this large truck. I managed to maneuver my way off of highway 59 to the shoulder. Once the smoke went down I restarted the truck and moved it further off of the road. I called for roadside assistance at 2:30, waited 30 minutes for a text with an ETA of a roadside mechanic. At 5:01 pm I received a text "Still waiting for help? I called the number, spoke with a customer representative. I waited another hour on the side of the road. The mechanic looks under the hood, runs to the next town to find a part. Another hour goes by before the mechanic makes it back. Replaces the broken ring that caused the truck to loose all power steering fluid, which feeds the hydraulics to braking system. Drives it forward and back a few times, gives me the keys and tells me I shouldn't have any other issues with the truck. We were stranded on the side of the road for over five hours. I have lupus and this was a horribly sunny day, with little to no shade or breeze. I drove the remaining 30-45 minutes to my destination in a truck that shook and would not go over 65mph. I backed the truck up to the house, the cab again filled with smoke. The next morning we contacted the local UHaul drop off location in [redacted] and informed them what happened the day previous. We immediately returned it. I contacted UHaul, their disposition was, since I made it to my destination all is well. They issued a $50 credit, a verbal apology and mailed a letter with their decision. A month later I still haven't seen or heard anything from UHaul. Had my 3 year old been in that truck with me, I would've been all over the newsDesired Settlement: I would like a refund for more than $50.00. We paid $200.00 in gas and $300.00 for the rental. I would like to see something from the UHaul company showing some sort of compassion for the fact that I was placed in a very dangerous situation. The roadside mechanic said the ring defect could have been detected had UHaul been running routine maintenance inspections. I would like to deal with a non-argumentative manager when I was ill due to the 5 hours spent in the sun with my medical condition

Business

Response:

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

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and they were able to reach an amicable agreement. Mr. [redacted] assured her he would counsel our Area Field Manager who handled her objection and would also issue a refund for the full amount of rental. The refund was issued to the [redacted] account listed on the rental agreement and should post on their next credit card statement. Mr. [redacted] offered his sincere apology and assured Ms. [redacted] what they experienced was not the norm for U-Haul. Ms. [redacted] expressed her appreciation for the call.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: To whom it may concern,

My young daughter and I live below the poverty line. We struggle to get by, and that is why when I was accepted into a graduate program across the country, I had no choice but to go to try to make a better life for both of us. This is where Uhaul Ubox comes into the picture. At $3,000 to move my belongings from Phoenix, AZ to [redacted], I was giving you my entire life savings, but that’s sometimes what it takes to get to where you’re going. Imagine how disappointed I was when they didn’t show up on the day I scheduled them. A call to customer service told me they could be there the following Tuesday, 2 days after I was supposed to be on the road. After being on hold for quite some time, another location was going to bring me the boxes the following day. The individual who delivered them parked the trailer so close to my house, the doors to the uboxes could not be opened, 2 days and three phone calls later, he finally returned to move them. Not off to a good start. But, I get the boxes loaded, with my very patient friends who had been on standby for 3 days now due to Ubox. I have the boxes picked up, and I hit the road with my daughter for [redacted].

On July 8th, 6 days after the boxes were picked up from my house, I received a phone call from Ubox asking if I wanted my boxes shipped. Of course I wanted them shipped! I was under the impression they had been shipped 6 days ago! While annoyed at this development, I wasn’t nearly to the level of anger I am at now… I reiterated to the man on the phone to ship the boxes, he charged my account. I arrive in [redacted], secure an apartment, continue to wait for my things to arrive.. thinking it would be approximately 11 days after the 8th, already almost a week late. Then, on July 19th I received an email saying my boxes shipped that day and would take 11 days to arrive. What?! What is this? I’ve already been living in a vacant apartment with my 8 year old daughter.. without any of the personal belongings that did not fit in our backpacks for our roadtrip east. We were sleeping on the floor with one blanket, we were without our towels or personal effects. Finally, I had to go spend money I didn’t have on the necessities that were in the uboxes. I called the Ubox customer service and spoke with a man name [redacted], he was less than helpful, rude actually, and I gave up trying to get him to help me and tried to find a forum online to complete a complaint. There was not one available, so I called back, and had to deal with [redacted] again, this time he reluctantly filled out a complaint form and told me that a manager would be calling me. I waited for a couple of days, after not hearing anything, I called back and spoke to a customer service rep named [redacted] who said that my complaint was closed because a manager checked with the Phoenix location and a guy named “[redacted]” claimed I said to ship the uboxes “whenever”… two major things wrong with this portion, amongst all this wrongness… 1) who would say “here’s all my money, send all of my earthly possessions whenever”?! And secondly, why did I have to call again to find out that my complaint was closed? So, good ‘ol [redacted] reopens the complaint, assures me that someone will call me and says that he totally gets my frustration…. STILL HAVE NOT RECEIVED A CALL!

Fast forward to when the boxes arrive in [redacted] nearly 3 weeks late… I got an email saying that they arrived and I would receive a call to schedule a delivery, I did not receive a call, instead I called and spoke with a man named [redacted]. [redacted] said that they would not charge me to deliver the uboxes after all the trouble I was having, and they brought them out. Of course, they brought them out bolted shut, to a vacant apartment, where all my stuff (tools included) was bolted inside, and I don’t know a soul in **, but I worked it out. I get them open and find that some of my furniture is damaged….more headache. Still no call from customer service! Aaaaand, this is when my account gets charged after I was told it wasn’t going to be charged. The unexpected charge caused many things to bounc e, completely wreaking havoc on my bank account. I went to Uhaul in person, nearly in tears, they assured me they reversed the charges.. but…wait for it… the next day… ANTOHER charge goes through; pushing me further into financial ruin. They tell me that they can refund the money erroneously charged, but I’ll have to take up overdraft fees with corporate, the same corporate who has yet to return a phone call and handle how unacceptable this entire situation has been to date. Uhaul Ubox has managed to make the already stressful situation of moving cross country about 20x more stressful. This is not okay. I am angry and frustrated and still have not heard from a customer service manager on remedying this situation.Desired Settlement: I think that since Uhaul has failed at absolutely every step of this transaction, and failed to contact me or offer me proper customer service that they should refund what I paid them for this service.

Business

Response:

August 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted] our President for the U-Haul Company of Metro Phoenix and East Valley, followed up on the information [redacted]provided. He informed our office [redacted]was contacted and advised of a refund for $342.90 by check for the charges she incurred for the delivery and bank overdraft fees. She should receive the check within the next 10 business days.

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

Be ready to wait for hours at the slightest issues

Review: My elderly parents wanted to book a uhaul truck from [redacted] BC to [redacted] BC to help my brother move back down to [redacted]. They were given a location and a time to collect the truck

- my father was out of town so my mother took a cab to the uhaul depot to collect the truck, she waited aproximately 1 hour at the location whilst the sales clerk attempted to locate the truck. Eventually she was told to go to another location as the truck was unavailable despite the prior booking being confirmed!

- my mother rang a neighbour to come and collect her to take her to the second location

- here the truck was again NOT available and she waited aproximately another hour! during this time her credit card was swiped numerous times as the machine would not accept the card. Each time my mother asked for a receipt to show 'error' or 'unauthorised transaction' but was told they didnt have a receipt to give her

- eventually the machine accepted the card and she was able to finally take the truck home

- the next morning my mother and father left their home with the uhaul rental truck at 6am for [redacted] with the intention of returning the truck the same day back to [redacted] location. They stopped to fill up with gas, my father poured $125 worth of gas into the truck before a gas attendant came running out of the gas station screaming at him to stop pumping gas! There was a hole in the gas tank and the gas was simply pouring all over the floor of the gas station! the fire service was called and the gas station was closed down for aprox 2hrs! my parents rang uhaul customer service and were told that there was another truck available but that it could not be delivered to them they had to go to the truck!!

- my parents rang me in distress, I rang customer service and after much complaining they finally agreed to send a truck to their location. however in the meantime my father (who was still at the gas station having to give a statement to the fire service!!!) was called by uhaul roadside assistance and told to "get a cab" to the location of the replacement truck! which my parents did at their own cost.

- they finally get into the new truck and again go to another gas station to fill it up (this is the second time they have filled up a truck now) and leave for [redacted] - I ring up customer service and am furious! I tell them that they need to reimburse my parents, they agree to reimburse the cost of the rental but thats it. I file a complaint. I ask for an extension on the return time as they are now 4 hours late leaving for [redacted] and so will not make it back in time. The customer service rep extends the return until 1pm the next day. I rejected this for the following reason: a) in order to have the truck back by 1pm my parents would have to leave around 6am, arrive around 11-11.30am . Then rush to empty the contents of the truck and then refill the truck. All this seemed unreasonable and very tight. I asked that they be allowed to return the truck by 5pm so they could leave [redacted] at a more reasonable hour. This took some negotiating but they finally agreed.

- they refused however to refund the cost of the spilled gas, or the cost of the cab!

- despite numerous phone call where I was hung up on by customer service reps several times, passed from pillar to post I have yet to speak to a supervisor. The file has been closed 3 times despite my ringing up and asking for them to reopen and reimburse my parentsDesired Settlement: I would like for my parents to be reimbursed for the cost of the gas and the cab fair at the very least and compensated for the appalling service and distress that they suffered!

Business

Response:

Thank you for forwarding Ms. [redacted] concerns to our office regarding her parents U-Haul rental.

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and Ms. [redacted] will be sending in receipts for fuel and cab ride for reimbursement. Mr. [redacted] offered his apology to Ms. [redacted] and relayed he will be in contact with Ms. [redacted] parents next week when they are back in town in order to offer his personal apology to them as well.

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 somewhat satisfactory to me. However I would like it noted that whilst Mr [redacted] did indeed contact me to resolve the issue, his handling of the complaint was far from satisfactory. He did NOT apologise I had to point out to him that I was surprised that being the head of Uhaul he did not feel it necessary to apologise for the companies handling of the situation. only then did he offer a cursory apology. He also felt it necessary to point out that he would want to see receipts as people often sent him false receipts. I found this quite insulting, as the need to point this is out is rather redundant given that he "always checks receipts"!!He did not offer to ring my parents to apologise I instructed him to do so, which he agreed to do all the while really sounding nothing like customer service but customer irritation!I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I rented a u-haul trailer from this customer P A B, Inc. on a one way trip to wisconsin that had non-working lights on it. I was almost involved in numerous accidents on the trip home and was pulled over by a highway state patrol officer who issued citations to me for this defective equipment. The officer and I both checked my vehichle tow lights and came to the same conclusion that all were in perfect working order. the employee for the tailer rental sight claimed to have checked the trailer lights and stated that ALL were in working order. I even had him double check as I was embarking on a 900 mile trip back to wisconsin at night. I called the u-haul rental place and spoke with the owner who said he would re-imburse the entire rental price. I also contacted my bank to have the charges reversed though a credit dispute. Recently the charges have reposted to my account because the mechant is claiming that the charge is valid contrary to the conversation I had with him on the phone. This company seems to be more interested in the monetary value than that of the safety of its customers.Desired Settlement: $339.00 for rental fees times two plus costs

Business

Response:

October 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Coastal South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office they found no indication there was a problem with the lights on our U-Haul trailer. He also mentioned a refund for $100 had been issued as an adjustment on the rental plus a refund was issued for the $50 Reservation Guarantee Fee. Mr. Redmond advised our office no further refunds or adjustments would be made.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I find it very difficult to believe that a corporate employee for this company would show such disrespect toward a state troopers intellegence and integrity. I also question the fact that it has been two months since I dropped this trailer off in jackson wisconsin and now a corporate employee in carolina states that this trailer was in working order ? Iwas not pulled over for the lights working properly..... they were defctive! also this company has NOT shown in any way that they value their customers or any ones elses saftey considering the countless lives they endangered by renting defective equipment. I drove for 900 miles in the dark with fog and rain pouring down. this was also stressed to the obviosly incompetent employee who (VERIFIED ?) the lights were working. He more than likely did not wish to stand in the rain to ensure that they were! I was originaly refunded the entire rental price plus $100 for the added citations due to thier lack of regaurd for safety. I have now incurred additional expences due to the fact that my bank has reversed the charges for the rental price because the incompetent persons employed by u-haul claimed they had not been paid...It was originaly told to me that there would be no charge for any rental and I would recieve a $100 check to cover the citations received becuase of their defective equipment, Unless Uhaul decides to correct this Issue with more proffessionalism than they have shown ,I will retain my right to seek a more just outcome through legal means.

Regards,

Business

Response:

October 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant of our Coastal South Carolina regional office, reviewed the recent information Mr. [redacted] provided. He informed our office he left a message requesting a copy of the ticket to be sent to him. He also left his telephone number for a call back if Mr. [redacted] had questions.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.] This just proves to me that Uhaul is a dishonnest company or simply uncapable of opperating a reputable company....I recieved NO phone call from anyone at Uhaul's executive office nor from anyone in South carolina....If he is referring to a citation issued by the state patrol then he should contact the rental place I returned the trailer to as I left it with them so they could forward it to the corporate office!!

Regards,

Review: Revdex.com,I rented two small storage units from the U-Haul and storage on [redacted] towards the end of February of 2014. The rent came due for the units for the month of April at the end of March of 2014. I came in person and paid for two units. Unbenounced to me the attendant decided to pay my one unit twice instead of paying each unit once. Within days of me paying for the units I started to get calls about my one unit being late, I called several times to the storage unit, many notes were put in my file and I was assured it would be taken care of. I was even told by Uhaul headquarters the General Manager would address it and take care of it. I went in person on 4/7 and strengthened it all out. I even was locked out of my unit, I felt like a common criminal once again. Today (4/8) my sister who lives in Columbus Ohio received a letter notifying her of me being late on a payment. I had to put her down as a point of contact in case of an emergency. How embarrassing! I had to explain the whole horrible process to her. I always pay ALL of my bills on time. U-Haul has lost me as a customer forever. The sad part is my family have used U-Haul for over 40 years!! [redacted]Desired Settlement: An apology and a Refund of money paid on units.

Business

Response:

April 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Orange Park, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and went over his storage account and all the charges. She explained that when he moved in to his unit, an employee accidently posted two payments. She did make the correction and took off $58.80 due to the mistake and the late notices being issued, plus phone calls requesting payment. Ms. [redacted] also stated she would draft up a letter to send to Mr. [redacted]’s alternate contact and apologize for the mistake made.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I requested a full refund due to the numerous failings of this company.

Review: We rented a haul from Sparks in Orland Park, IL on Friday, August 17, 2012. The people at sparks have called my house since Friday over 20 times. They are claiming that we did not fill the gas tank to the correct amount when returning the vehicle. However, we did fill the tank correctly and have a picture of it.Desired Settlement: For the constant harassment I am requesting a full refund of $190.00.

Business

Response:

August 31, 2012

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Chicago South and SW Suburbs, followed up on the information Mrs. [redacted] provided. He informed our office their concerns were resolved at the local level.

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,

I am still requesting a full refund. The way that this business was conducted is a disgrace.

Business

Response:

November 20, 2012

Thank you for your

continued concern for our customers Mr. and Mrs. [redacted].

Mr. [redacted], our Area

Field Manager for the U-Haul Company of Chicago South and SW Suburbs,

reviewed the recent information Mrs. [redacted] relayed. He informed

our office he spoke to Mrs. [redacted] and confirmed she was aware of

the refund for fuel. Mr. [redacted] assured her that her concerns were on

record with U-Haul.

We continue to be

committed to providing our customers with the highest standards of

service in the do-it-yourself moving industry. Thank you for

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: The U-Box pod is a revolution in how you can move and/or store your items and provides:

Convenience: Pack it and unpack it at your own pace or have Moving Help do it all!

Flexibility: Store for as little as a few weeks to a few years; depending on your needs.

Security: Stored in a secure warehouse while they are storing or shipping.

Online management: Pay and manage your U-Box moving and storage pods online.

The above is from there website. I was told my boxes will be stored indoors, out of the weather. U-Haul failed to do this. My UBoxes were outside the entire time they were stored there. I feel that is a breach of contract. I had a coffee table that was ruined because of rain damage. When asking [redacted] (General Manager at [redacted] U-haul) why they were left outside. He said he did not have the man power and space to put the boxes indoors. I do not see that to be my problem. If he could not follow through with the promises with the uboxes being indoors and secure, then he should have said it before we chose to use U-Haul.

On top of that, He lost one of our boxes for 5 days. It was never suppose to leave [redacted], TX because we were moving 10 miles down the road. It made it to Massachusetts and no one had a clue of how it got shipped. I called 8/11/14 and said I wanted to pick up my uboxes on 8/14/14. I was told that it would be ready on a double trailer. Then 8/14/14 I was told that one of my uboxes was somewhere. It got accidentally shipped somewhere. I packed this ubox to move 10 miles and in reality it moved over 5000 miles.Desired Settlement: We paid $99 a ubox and we had two boxes. I would like u-haul to waive all costs and refund me all $232.85.

This is the least I would like them too do.

Business

Response:

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 he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced. He also explained we would pay for the damaged table and take care of the moving help to deliver and unload Mr. [redacted]’s U-Box.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I filed a complaint regarding a billing issue with U-Haul. They sent me a move-out notice and bill with a balance due. I moved out two days prior to the end of the cycle.

They contacted me and said they would send me a corrected invoice.

Instead they mailed me the same bill with the balance owed crossed off in pen and a scribble saying no amount due.

This is not a correction, nor would I be able to use it to prove that no balance is due.Desired Settlement: U-haul needs to provide me a statement of no balance due.

A handwritten note is not acceptable.

Business

Response:

March 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Western Arizona Regional Office, reviewed the recent information Mr. [redacted] provided. She advised our office a receipt was indeed sent to Mr. [redacted] on February 18th and was not returned. She will have our GM send another copy by [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

As previously stated, I received the original invoice at my home with a balance due. Someone took a pen and made a line through the balance due and wrote "no balance due". Any consumer could do this. I vacated the unit two days prior to the date of the invoice and was told I would receive an email showing the unit closed and no balance due. This has not occurred. Please correct your system and issue an invoice with the correct information.

Regards,

Business

Response:

March 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent comments to our office for another review.

I apologize to Mr. [redacted] for any confusion my response of March 3rd may have caused. Our Storage Manager for our Western Arizona Regional Office informed our office that once a storage unit has been moved out, we can not get a zero balance invoice. This is why our GM zeroed it out on the receipt that was sent to Mr. [redacted] and initialed it. The receipt can serve as confirmation that he has a zero balance on the storage account.

Thank you for your continued support and bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered a trailer hitch June 27/2013, and paid a $50.00 deposit which was charged to my credit card that date. I was informed this hitch would be available in the store for pick up within 5 working days. I called the store again on July 9th, no-one knew anything about the whereabouts of the hitch but assured me I would have a return call within 24 hours. I called again on the 10th. and was assured someone would get back to me in 20 minutes. No call back in the time frame so I recalled and cancelled the order. (10/7/13). I was assured the $50.00 deposit would be refunded to my credit card. No refund has been credited to my card as of today's date. I have made several phone calls, all long distance and sent 2 emails but am being totally ignored. I have been advised that the only way to track this purchase is through the credit card # [redacted] but no one will return any calls or answer any emails in order to re-pay this money.Desired Settlement: DesiredSettlementID: Refund

Either a cheque issued to me or a refund issued to my credit card would be totally acceptable

Business

Response:

September 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. He informed our office he sent Mr. [redacted]an email offering his apology and also advised him of a refund for the $50 reservation fee.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: On November 3, 2014, I reserved a 17 foot truck from UHaul of Ithaca for 9:00am on December 1, 2014. The move was to Syracuse, NY, which is approximately 1 hour away. The cost of the truck rental was $170. On November 30, 2014, I received an e-mail saying that I would have a truck ready at 12:00pm in Elmira, NY. Elmira is an hour away from Ithaca in the opposite direction of Syracuse. I had movers booked at 10:00am to load the truck in Ithaca, and 2:00pm to unload in Syracuse. I called the location, and they said they would have no trucks available for my for my move. I basically would have had to call both moving services, have them rearrange their schedules with less than 24 hours notice, in addition to paying for the extra gas and mileage from Elmira to Ithaca and losing 2 hours on an already busy day driving both ways. I ended up renting the same size truck from another company, which cost me $430, since it was a last minute reservation. They were willing to give me $50 for not honoring their reservation, but considering I spent $250 because they were unable to honor that reservation, $50 is a slap in the face. They are a large corporation that had a month to make sure a truck was available for their paying customer. I've called customer service multiple times and haven't gotten anywhere besides them telling me they would gladly rearrange their moving day if that's all that was available, and that they would not do anything more than $50, since they didn't have the trucks available. It's poor business practice to allow customers to make a reservation a month in advance and not ensure that they are able to deliver the truck reserved. Reservations are useless if they can be drastically changed at the last minute.Desired Settlement: I would like to be reimbursed the $250 difference that I had to spend to make sure I had a truck for the move I had planned well in advance. I wouldn't have had this issue if UHaul had the equipment I reserved, or if they had to change it, make it actually work for my move, but they simply told me they couldn't help me when I told them I had movers booked.

Business

Response:

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] was never scheduled at her preferred pick up location. She was scheduled at the next closest alternate pick up location but Ms. [redacted] declined. The truck she reserved was available, but she refused to secure it and opted to go to another moving company that ended up costing her more money. Although she is not due the $50 Reservation Guarantee Fee, it was issued to her in the interest of customer good faith. Ms. [redacted] attempted to speak to Ms. [redacted] but reached her voicemail. She left a message offering her apology for the inconvenience she experienced and also advised her no further refund will be issued. She left her call back number in case Ms. [redacted] wished 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:

Ms. Garcia,My name is [redacted], complaint number is [redacted]. I am contacting you regarding the above referenced complaint against UHaul. I just spoke with [redacted], the regional representative, who informed me that according to my reservation, the location I reserved was only a preference. As you can see in the e-mail I received from UHaul confirming my reservation, it says this is a guaranteed reservation, and that UHaul will arrange the equipment at the most convenient location. Ms. [redacted] told you that she called and left me a voicemail; I never received a voicemail, I only knew she called because of the e-mail I received from the Revdex.com. At that point, I [redacted] some numbers from missed calls I had and figured out which one was UHaul. Due to the holidays and my work schedule, it took a while for me to be able to get in touch with her. I made this reservation on September 26 for a December 1 move. They had plenty of time to ensure the equipment would be available. I budgeted $200 for a moving truck, because my truck was quoted at $170. On November 30, I was told that I would have to drive an hour to pick up my truck, and that it would not be available until 12pm. I had originally made the reservation for 9am, so had movers booked at 10am. According to the attached e-mail from UHaul, this was a guaranteed reservation, not a preference as [redacted] claims. I ended up having to pay $430 to book a moving truck at the last minute from another company, which I'm sure was so expensive because I was booking a truck with less than 24 hours notice. I am asking to be compensated for the difference, as UHaul guaranteed this truck for me and because they did not fulfill this guarantee, I had no choice but to book another company at the last minute. The $50 they gave me is a slap in the face, as I spent over $200 more to get a truck for my moving day and the amount of stress it caused. [redacted] was stressing that in the e-mail that I received when I booked the truck, it said that my location and time were "preferred" rather than guaranteed, which is completely inaccurate. She apologized that I was inconvenienced, but this was more than being inconvenienced; this was completely impossible.So far, nothing has been done, as UHaul continues to insist that all of my reservation details were preferences, rather than an actual reservation. I hope that upon review of this e-mail, you see that this was more than a preference, this was a guarantee that UHaul did not fulfill. Thank you for you time. [redacted]

Review: On April 19,2013 an unauthorized charge of near $500 was [redacted]o my husbands [redacted] card! I called on Friday April 26,2013 and asked what happened. I was told that an executive assistant by the name of [redacted] took the charge. I told the branch manager [redacted] that this was unauthorized ! The [redacted] has not been reversed! When I called on Saturday , I spoke to the customer service number and they told me that they are able to do what the want when they want by charging our card because its on file! This is fraud!! On the email receipts , they have a form that has to be filled out if I so choose to have a auto payment each month! Meaning that it needs to be authorized! I'm very upset over this matter! It has left my family with no money for the week ! And has made my husbands account severely negative! This location is managed by Dan [redacted] The address is : 8620 S Las Vegas Blvd

Las Vegas, NV 89123 . The phone number is :###-###-####.Desired Settlement: I want this to never happen again to any consumers that use UHAUL!! I want my money given back ASAP! This company makes me very weary of giving them any future business! Which is a catch 22 because I can't afford to move my storage unit and so I really can't do anything about that! I don't want to have to worry about this company charging my card whenever they want!

Business

Response:

April 30, 2013

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

Ms. [redacted] our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mrs. [redacted]provided. She relayed that their storage account was past due and in order to avoid a lien and/or auction of their belongings, the credit card on file was charged for the past due amount. Mrs. [redacted]has since been contacted and advised that a refund in the amount of $454.85 was issued back to her credit card.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I called Uhaul so an agent could assist me with my reservation. I scheduled to pick up the truck on April 30th and wouldn't be able to return until the evening of May 1st. The Agent told me that unfortunately I wouldn't be able to pick the truck up on April 30th due to the store being closed, however I could pick it up on the 29th and she would waive the extra day fee due to the circumstances. I was initially charged $121 when I picked the truck up. The truck had mud and dirt all in the inside and when I pointed it out to the lady so she could mark that on the sheet she told me not to worry about that and I wouldn't get charged a service fee which I did. A few days after I returned the truck I received an email with TWO bills for different amounts $69.17 and $99.17. I was charged a late fee and the extra day fee was never waived like the agent said she would. Then I received a second email saying that Uhaul was going to turn me into collections for not paying the extra amounts!? I called customer service who agreed the bill was incorrect and would stop the charge. Then a week later I received a 3rd email saying that Uhaul was going to charge my card $99.17 for the outstanding balance. I called uhaul AGAIN and went through the whole story AGAIN. I spoke with collections who said that Uhaul had credited my account for $69.17 even though they had never really charged me the $69.17 which was correct, and since the $99.17 charge was pending in my account, her and I both agreed that I should only receive a $30 credit back to my account to make up the difference between the initial credit of $69.17 that I shouldn't have had and the charge of $99.17 that I also should not have had. Well that credit has not come and it's been 2 months. I contacted customer service via email twice and not had a response to this issue. At first I was very understanding about the problems because stuff happens but the lack of customer service is very upsetting.Desired Settlement: Due to the multiple run arounds I have recived, I would appreciate a full refund for this entire amount of $222 ($121.83+ $99.17) that I paid for the entire rental. It is unacceptable that I had to call uhaul so many times and was promised a refund for the overcharge. It seems like so serious lack of communication between employees.

Business

Response:

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email in response:

[redacted], Your card has been refunded the additional $30.00 dollars that were incorrectly charged to your account. After a fair amount of research it does appear that when your equipment was received in, the dealer issued you a promissory note that he shouldn't have; that particular promissory was never removed from the system due to dealer staff error and therefore resulted in the collections charge of $99.17. That incorrect amount as of today has been fully refunded back in full. The equipment has not been refunded, unfortunately that charge is the correct amount that was agreed upon at the initial dispatch plus the additional day with 80 additional miles included. From all of us here at my company I do apologize for the inconvenience this error from our part has caused you. If you have any further questions, please do not hesitate to contact me. Your refund should take 5-7 business days for processing. Thank you

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 preparing to a long distance move on short notice and short on funds, after much deliberation I decided to use the Uhaul family of products; truck rental, storage and ubox to manage this move. I made all of my reservations using my primary debit card which would also be utilized for my drive across to the east coast. On Friday morning before my move Saturday I went to this location to check on my reservation and familiarize myself with drop off's ect. I wanted to ensure the pods would be out and available for me to load. I had movers I would be paying to move my belongings and wanted to maximize the time I was paying for. I choose to pay UHAUL that day in order to avoid doing paperwork the next day and to pay storage cost for 2 months in advance. I choose to use my discover card and not my reservation card I swiped they emailed the reciept. The next day I went to pick up my truck at 8:15 in the morning for a 9:00 reservation, again allowing myself ample time to be back to meet the movers at 10:00. I waitehd till 9:21 before I called to complain to the manager and customer service. Today is Sunday as of yet I have not heard from the manager about any of this, I have had to use the main corporate line for all interactions. At 10:15 I finally arrived to meet my movers. 2 hours to pick up a truck form a location less than 2 miles from my home. Later that day I stopped to get gas imagine my surprise when my debit card was declined. UHAUL had charged my debit card for the storage despite my providing and signing with another card. They indicated they could not reverse the charges for 5-7 days. I could not wait 5-7 days to have more tham $700 earmarked for my move. I called customer service again, and although that line was cordill and helpful at the end of the day the manager at this location is responsible for the refund he has yet to contact me. I am disgusted.

Product_Or_Service: Truck leasing, storage and moving podDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this manager to take responsibility for the horrendous service I experieced, I would like him to pay the fees I incurred because of his locations error and will continue to receive until he gets to work resolving this issue. Its just the worst experience I have had with customer service. Funny thing is if he had called to show an ounce of remorse I would likely not even complain. I am traditionally assertive but understanding and

Business

Response:

August 28, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. He informed our office that our GM of our U-Haul location addressed Ms. [redacted]'s concerns directly with her and they were able to reach an amicable resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 7/24/14, I picked up an auto transport from Uhaul at [redacted]. My car was placed on the transport at Uhaul with the Uhaul worker's assistance. In the process of loading my car, the ramp collapsed. I took pictures and the manger also. My car was stuck half on the transport and half on the ground. It took 3 hrs for a tow truck the come and correct this issue. The manager and worker were great. I have no complaints against them. The equipment was faulty. When I arrived at my destination in Louisiana I filled the tank to full ($75) and brought the truck to Uhaul at [redacted]. The manager ([redacted]) took my paper work and told me that I didn't need to "hang around". He was extremely rude. Upon checking my bank account, I noticed a charge of $20.50 from Uhaul. I drove back to Uhaul to inquire about it and was told I didn't put the correct amount of gas. I don't see why because I filled the tank before bringing it back. After the fiasco with the ramp collapsing, being charged the extra $20 was a total insult. I did file a complaint with them. As of today, 7/31/14, I have gotten no response. The entire experience with Uhaul has been a nightmare!Desired Settlement: I want a full refund for the rental and the gas fee.

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,

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,

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,

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,

Consumer

Response:

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

Regards,

Review: 6/10/2014, I made a tel. res. for 3 UBox pods,master order #: [redacted];Pick up the uBox pods on 6/28, at the Hermantown, MN loc. 6/20 I drove to Hermantown location, reconfirmed my order, asked that pod pickup time for 6/28 be changed to noon, was told change was made. 6/23, I contacted Hermantown Uhaul mgr., asked if uBoxes were on site. He told me he would call me back. He didn't call. 6/23,via Uhaul live chat (https://www.[redacted].com/[redacted].aspx?guid_user_session=new&site_name=...⇄ the # of pods to 5, was given phone [redacted] "they are the ones who have oversight to equipment & its location". Called [redacted], was told no Uboxes available, that UHaul had run out of UBoxes could not guarantee that any uBoxes would be at Hermantown, MN on 6/28. Woman on phone said she would speak with manager about my reservation & call me back. She didn't call. 6/23, I completed and sent online contact form, with subject line Ubox (portable storage)(http://www.uhaul.com/Contact/Email.aspx) detailing challenges with Ubox reservation. Didn't receive response. 6/23,did a [redacted] search for u haul corporate office complaints. At https://www.[redacted].com?gws_rd=ssl#q=u+haul+corporate+office+complaints, displayed Address: [redacted], Phoenix, AZ 85004, Phone:[redacted]; called [redacted]; woman in Mkting. Dept. answered, transferred me to a # that disconnected. 6/23, late afternoon, called Hermantown Mgr.to resolve reservation;was told that my reservation was incomplete and no uBoxes would be at Hermantown, MN on 6/28. 6/23 late afternoon, called [redacted] to resolve reservation; Woman said that only 1 UBox ordered, that she needed to call Hermantown Mgr., that she had been on the road all day & did not know what was going on; Told me she had to end the call.I will provide additional detail if needed to resolve this compliant.

Product_Or_Service: Uhaul Ubox

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move. This includes any costs detailed on order #: [redacted].

Business

Response:

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

[redacted], our Executive Assistant for our Northern Minnesota regional office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] on June 26th and left a message explaining it was her understanding that our Traffic Manager, [redacted], assisted her to her satisfaction, that the boxes were in Duluth ready for her move and to call her with any further concerns she may have. She is willing to offer a resolution when she hears back. As of yesterday, June 30th, Ms. [redacted] had not received a return call.

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

Sincerely,

Executive Assistant

U-Haul International

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 response from uHaul did not address my complaint resolution, therefore I am unable to accept the response made by uHaul to resolve my complaint.

Since 6/10/2014, I have made a minimum of 10 calls to UHaul regarding my rental of Uboxes as well as 2 live chats.

Since 6/10/2014, I have received approximately 10 emails with details about my uBox order, including 6 different invoices under two different contract IDs.

The resolution I asked for was that "...I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move. This includes any costs detailed on order #: [redacted]."

I would now like to add I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move, including any costs detailed on order #: [redacted].

Regards,

Business

Response:

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

[redacted], our Executive Assistant for our Northern Minnesota regional office, reviewed the recent comments Ms. [redacted] relayed to your office. She advised our office she attempted to speak to Ms. [redacted] today and received her voice mail again. She offered her apology for any communication errors prior to her rental but added that everything has gone well thus far. Ms. [redacted] explained they will not be refunding her entire rental as requested and left her telephone number if she wished to speak to her.

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 two Uboxes. I was originally told by employees at the [redacted] Uhaul location in [redacted], ** that I could pull them behind the rented moving van to get them out of state which is why I chose to pay more and store them in a Ubox rather than getting traditional storage. Upon finding this was untrue, I decided to get a larger truck and just unpack them as I would have had to do with traditional storage. However, in July, it was discovered that one of my Uboxes had been shipped somewhere in June, no one noticed it was missing until I called about it and no one knew where it had been shipped. After a few weeks, I realized it had probably been shipped to a friend who had moved to Montana and had received the incorrect Ubox. At this point, if they had shipped it back to Iowa then, I could have unloaded the box and been fine. I have now lived in Illinois for a month I still do not have my possessions back and the Ubox is still in Montana with no time frame as to when I will receive it and I'm still getting charged for storage. Additionally I was told by an employee that at this point most of the managers including the vice president, could care less if I receive my possessions back. On thewebsite, it says that Ubox pods provide flexible delivery options to accommodate all needs as well as the ability to pack and unpack at your own pace and the flexibility to store depending on needs. I have found this to be completely untrue and consider the actions of Uhaul as a breach of contract.Desired Settlement: I want the Ubox with my possessions shipped to me, at my home, not a close location, free of charge and in a timely matter. I want to be refunded for the costs of the Ubox storage while it was lost and not accessible by me.

Business

Response:

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

[redacted], our GM of our U-Haul of [redacted] located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he left a message requesting a callback to find out when she would like her U-Box delivered and what location. He hopes to hear from her soon.

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

Sincerely,

Executive Assistant

I have NEVER had such an awful experience as I did with UHAUL today. Because of a BALD tire(driver rear) the vehicle was stuck. According to Officer Randall with the Kansas City Kansas police department the truck was "defective for operation" the Uhaul driver that came to get the truck that was stuck called me a "lying troublemaker" and took the truck from my possesion, I was left with movers I had paid and no truck and all trucks in the city were sold out until June 3rd. I was spoken to in a disrespectful and hostile manner by EVERY employee except Sara(she is in the roadside dept).

Review: I bought a hitch from Uhaul of Brookpark, then went on a camping trip using the hitch that uhaul sold and installed for me. Before I could make it to my destination,, the hitch fell off my vehicle while driving down a country road, with the camper attached. Luckily, this did not happen on the 480 highway that I drove on for most of this trip otherwise, I would've put alot more familys besides my own at risk and could of caused alot of damage. I called the uhaul customer service and spent more then an hour on the phone just to be told because no one was killed or injured it was not an accident and because we were able to get our camper off the road, it was not an emergency and that they did not need to help us, even though we had no way of getting our camper home. Then I had to call their customer service line again to try and get a copy of the last conversation I had with them refusing to help (which they still have not sent me) and finally got someone to atleast let us take my vehicle to a local uhaul by where we were camping to see if the hitch could be reinstalled sense they would not come out to help us get our camper home. When we took my vehicle there the next day, their installer told us it should not have been installed because the holes were to rusted out to hold the screws that hold the hitch on and did not want to install the hitch back on, because it was not safe. I had my daughter drive over 2 hours there and back, so we could hitch the camper up on her vehicle and get it home. I went back to Uhaul of Brookpark the following monday, they added metal brackets to hold the hitch and told us they would have a meeting and compensate us for all we went through. After calling for many days, they told me they would refund the labor and give us a $30 credit to use at their business, nothing for the aggrivation, time and money that we spent trying to get home. I hope that you also find this very unjust and can help me.Desired Settlement: Refund at the least to cover our time expenses and also they need to work on their customer service and help people when they ask for it, even if they think it is an emergency or not!!!!

Business

Response:

June 27, 2012

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

Mr. Ray Waibel, our Executive Assistant for the U-Haul Company of Cleveland, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email addressing her concerns. He explained the hitch was installed correctly, but due to the condition of the frame of Ms. [redacted]'s vehicle, it failed to support the hitch and the trailer. U-Haul cannot be held responsible for the condition of our customer's vehicle. We did correct the problem by placing support plates in the frame at no additional charge. Mr. Waibel's email offered the removal of the hitch for a full refund or refund the labor and a VIP Certificate for $30.00 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He also offered his sincere apology for the inconvenience she experienced. He hopes to hear back from Ms. [redacted] soon on her decision.

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,

I have heard their reason for the hitch not holding, which I still think that their installer should of noticed in the first place, before they let us feel secure enough to pull the trailer, because then we wouldn't of had this issue at all. But because the hitch that they installed, did not hold, we had no way of getting our trailer home and when I called, they did nothing to help us. Again, luckily, the camper fell off on a road and not on the highway and we had people able to help us get it off the road and take us to our camp site. But when I called Uhaul to help us either put the hitch back on or tow our camper home, they felt it was not their problem because it was not considered an accident because no one was hurt and it was not considered an emergency because we got it off the road, even though we told them that we had no way of getting it home and asked them for help. I spent over an hour of my vacation time with them on the phone trying to get help and then asked for a copy of my conversation with them when they denied my request and not yet recieved it, even though they have been able to send me other letters to my email address. Then I had to call my daughter to come out to pick us up with her hitch to bring us home, because Uhaul would not help us. Uhaul should also refund the time and money that I spent to get my trailer home and they should also retrain their customer service people to be considrate of their customers that really are in need of help. Thank you for your help.

Business

Response:

July 9, 2012

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

Mr. Ray Waibel, our Executive Assistant for the U-Haul Company of Cleveland, relayed that after another careful review of the situation Ms. [redacted] provided, their decision in the matter remains the same. He explained they feel a fair resolution has been offered and no further offers will be made.

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

Review: U-Haul Rental # [redacted]

U-Haul Customer Action File # [redacted]

I rented a U-Haul trailer in August 2014 from Beavercreek, Ohio to Tampa, Florida. The trailer worked well and I had no issues. When I turned in the trailer, I noticed the "in town" vs "one way" rates for trailers. I paid 500% more for my one week "one way" rental as opposed to renting the same trailer "in town" for one week.

I called U-Haul several times asking why there was such a difference. No one could answer my question and I was told to write a letter to corporate headquarters. The first letter went out on 16 September 2014 (attached).

I did not receive a reply for several weeks. I called U-Haul again and was told, again, to write a letter to corporate. That letter went out on 30 October 2014 (attached).

As of this writing, I have not had any response from U-Haul.

I would like to file a formal complaint against U-Haul. I would like an answer to my question about the significant difference in rates.

Sincerely,

[redacted]Desired Settlement: I would like an answer to my question about the significant difference in rates.

Business

Response:

December 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Senior Area Field Manager for our SW Ohio Regional Office sent Mr. [redacted] an email on or about September 10th with an explanation for the difference between our In-Town and One-Way rates. An In-Town move can be more economical but includes the inconvenience of having to bring the equipment back to the same location it was rented from. A One-Way rate is based on the distance of the one-way move and includes a set amount of days and if renting a truck, a set amount of miles to complete the move. One-Way rates can vary depending on the movement of equipment as well as supply and demand in specific areas. A On-Way rate is a flat fee. An In-Town rate is a specific fee that is charged for each rental period up to 24 hours. We consider in-town to be within a 50 mile radius.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]Yes, an individual from SW Ohio U Haul contacted me in September. He just explained the difference between an in town rate and a one way rate. It does not take a rocket scientist to figure that one out! What I wanted to know, and still want to know, is why there was a difference of approx 500% between the rates. He said he did not know and recommended I write to U Haul headquarters. I did that, TWICE, with no reply. It was not until I conatcted the Revdex.com of Arizona, then I received a reply. A U Haul person (Vickie) called me on a Sunday morning in December. After a lengthy conversation, she informed me that the difference was in the drop off fee, about $350.00, that was included in my charge. This was news to me! If you look at my contract, it says nothing about a drop off charge. I can fax the document if U Haul cannot find it. Bottom line is, U Haul did not disclose all the fees for my rental. I attempted to resolve the issue over the phone with SEVERAL individuals. It was recommended that I write to U Haul corporate. I did just that, TWICE with no reply. Apparently, U Haul has enough customers that they do need to respond to a written request. Funny how they answered right away when the Revdex.com called! What do I want? Nothing. Will I rent from U Haul again? Only as a LAST RESORT! Will I recommend U Haul to my friends? Definitely not! In fact, because of their lack of response to my written requests, I'll go out of my way to NOT recommend them. A little common courtesy from U Haul could have avoided all this. They got their 'pound of flesh' from me but at what cost?

Regards,