J.R.J. Tara Corporation

Be ready to wait for hours at the slightest issues

I planned to move on 6/27 and I made a "reservation" on 6/2. On 6/24, they called me. In the phone the guy was very rude. They asked me to change my 24 hours reservation to 12 hour. Because they have a "busy weekend". The time left for me was from 5pm to 7am, which means I need to move in dark. They said my "reservation" was merely a "request". Also advised me that “You need to find a better time to move”. The 50 bucks guaranty does not exist at all. After I refused, they said they would cancel it.

Basically, they asked me to change my reservation so that they can rent the truck out for extra money.

This company's general manager has extremely poos customer service skills. I arrived on August 27th to pick up my u-box's from storage, scheduled to pick up at 9am. They were not ready until 11:30. Once loaded on my trailer and brought to my house the u-boxes were put on my trailer wrong, we could not open the door to the u-box because of this. We had to go back to the store. When at the store we asked that this situation be taken care of immediately being that we had already waited over 3 hours for u-haul. The GM then was very upset cussed at us and said he hopes we never return to the store. We then bring the fixes u-boxes back to our house to unload them and then we return the equipment. The next day my account was charged $150 more then it should've been. Which caused my bank account to bounce several times. 1.5 weeks later I was finally returned the $150 amount but nothing for all of my overdraft fees that had occurred at that time. When I called customer service to report the GM they keep on putting tickets in for this matter to get resolved and the GM would then see the tickets and clear them out. Once he did that 2 times I finally figured out what was going on and he was trying to not get into any trouble by his manager see thing the issue. So I called his manager directly and told her the story and she did not believe that the GM talked to me that way. She did refund me my $150 but pretty much called me a lier. I will not ever return to u-haul.

My experience with UHaul could not have been worse. I rented two Ubox pods for a move from Ontario, Canada to Alberta, Canada. In between my online reservation and pick-up date, my chosen location closed. Uhaul didn't bother to inform me and I found out accidentally. Then, I had constant problems arranging a pick-up time in my first location. They failed to provide necessary paperwork or charge me correctly for the pods. Then, when I was charged for my shipping, they charged me over $1200 too much and it took several phone calls and weeks to finally resolve. Then, when I went to pick up my pods, I arrived to find out that both of my pods were still un-prepared for pick-up, in the warehouse. Despite the fact that I had arranged a pick-up time IN PERSON with the very location I went to, they claimed to have not knowledge of my appointment. I waited 2 hours while a manager loaded my boxes on trailers. I had to push him to get him to that that; he wanted me to come back the next day, which I was not available to do. When I returned the empty boxes and trailer the next day, the computer system tried to bill me for another rental rather than allowing the new employee to return the boxes with no further charges. Now, two weeks after the fact, I have another charge from UHaul show up on my credit card for no reason. I also happen to know they used my phone number and accidentally charged the previous owner of that phone number for services he did not receive. This is completely unacceptable business practice on so many levels!

Review: I have had a few concerns in regards to U-Haul. I was charged $465 for shipping to a unknown address, they only had two boxes set up for auto pay and now I am having problems with what they verbally quoted me. I have 3 U-Boxes, ordered two at one time and one at another time all three were picked up at the same time, all three are in the same storage place. I have talked to [redacted], [redacted], and a [redacted] along with many other people. I will repeat that I was charged $465 for shipping to a unknown address in Omaha, NE. I had asked on more than one occasion "how much is it to ship my u-boxes to Omaha, NE" and I was told, on more than one occasion "$465 per box one way". I am now being told that it is $778 per box. They would do a one time courtesy shipment at $581 a box, which is still $360 more than I was originally told. I could see this being my fault if I only asked one person, or if I wasn't charge $465 already but the fact I asked multiple people, and my file says $465 per box, and my bank statement says it was charged $465 for one box, pretty much tells me they too thought that it was $465 per box.Desired Settlement: I'm not asking much, I am asking to be charged what I was originally told $465 per box one way. Ashley even stated that my account says $465 per box. I will accept $581 if I have to so I can get my boxes and be done, but it looks like they need some positive customer reviews.

Review: Due to the gas shortage in Manhattan, New York City, after Hurricane Sandy, I am very upset that I am being charged a "fuel fill-up service fee" for not filling up the tank. I rented the truck at the 2645 Brooklyn Queens Expy W, Woodside, NY, 11377, office. The office clerk at this office told me that I would not be charged the "fuel fill-up service fee" because of the gas shortage.I asked to have this fee waived at the Manhattan office. The office worker told me that she could not waive it because her boss was not willing to consider the gas shortage situation.Desired Settlement: I would like this $30 "fuel fill-up service fee" refunded to me.

Business

Response:

November 13, 2012

Thank you for your concern for our customer [redacted]

Ms. Cristal Deleon, Senior Staff for the U-Haul Company of Manhattan/Bronx, followed up on the information [redacted]provided. She informed our office she sent [redacted]an email advising him of a credit for $30.00 she had issued back to his Master Card account as requested. 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to 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: This complaint concerns the U-Haul located on [redacted]. I called the main headquarters (###-###-####) and reserved a 26' foot truck with a car carrier for a move from NY to NC 7 days prior to the closing on my house date. I was given a confirmation number and told that I could pick up the truck and car carrier in Auburn in the morning on the day of my meticulously planned move (a whole house). The night before the morning of my move, I was contacted via email by U-Haul saying they didn't have a truck for me in Auburn but I could pick one up in Syracuse and pick up a car carrier at a different location after 10am. I called 1-800 number with my confirmation number and they told me the truck would not be ready until 5pm on my moving date. And then, an hour or two later, I was emailed again by U-Haul stating that there was no 26' foot moving truck in the surrounding area (150 mile radius) and they said they didn't know what to tell us and that they couldn't help us. I called the 1-800 number again, frantically, to try to get some help from someone and talked with 9 different people who said they couldn't help me and transferred me to soeone else who couldn't help me. The morning I had made my reservations for my truck, I went to the local Auburn U-Hauls store and they guy said there was nothing he could do for me. I was not treated like a valued customer. Because of all of this miscommunication, the only place we could get another moving truck in the time period needed was [redacted] and this ended up costing me OVER $3500 AND made out move extremely frustrating because we didn't have our stuff for 2+ weeks without ANYTHING we needed. Our kids (aged 5 and 8) slept on the floor; started school with no supplies or proper clothes, and the whole inconvenience could have been avoided if I had made reservations with a company that cared about its customers. Do not use U-Haul. They don't care about their customers and it's all a scam.Desired Settlement: I feel like I should be reimbursed for the difference between the [redacted] versus what U-Haul would have charged me. This has made my whole move an absolute nightmare I don't wish on anyone. I feel this is worth something.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [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] a letter offering his apology and also specifically

addressing his concerns as well as explained why a refund was not

forthcoming.

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

First of all, Uhaul's response to our complaint did not make any sense. They never sent my family and I an apology letter or even called to apologize. Nothing was done on their part to make this matter better. This does not solve our issue or anything that we endured for their mistake.

Regards,

Business

Response:

November 27, 2012

Review: I made a reservation (#[redacted]) on 5/10/13 for a 26' moving truck to be picked up on 5/31/13 at 8:00am. I received an email asking me to do the "early check in" which I did. My reservation was confirmed on 5/10/2013. I received numerous email throughout the month reminding me of my confirmation and pick up day. At 6:45pm on the night before my family was to move I got a call from [redacted] at my Uhaul destination in Fort Collins telling me that unfortunately they do not have a truck available. I told [redacted] that I did not accept the change as my lease was up, I had to be out of my apartment by midnight the next day, and a family is moving into my apartment on 6/1/13 from across the country. I then called customer service and spoke to someone named [redacted]. [redacted] said all they could do was "guarantee" a truck for me on 6/1/13 at 5:30pm. I told her that this was completely unacceptable but nevertheless accepted the rescheduled rental because I had no other choice. I just now received a confirmation email for my truck pick up on 6/1 and it is for 18 hours and 270 miles! My original time period was 2 days and 270 miles! How am I supposed to load, drive across Colorado, and unload a 26' truck in 18 hours beginning at 5:30pm! This is completely unacceptable! I have small children and have solicited help to move 5/31/13, not 6/1/13! No one seems to be able to help me in customer service and they are rude and hang up after leaving me on hold for hours. I've spent a total of 8 hours either talking to or on hold with no resolution. What is the point of making a reservation if U-Haul can call me the night before pick up and cancel. All I got from the reps was a monotone, "Sorry, I know it's unacceptable, but there is nothing we can do." I went on U-Haul's Facebook page to lodge a complaint and was told that I would be "contacted shortly." 10 hours later a rep named [redacted] called me. To start with [redacted] didn't even know what my problem was. He thought that my problem was with the amount of time they allowed me with the truck (which is a problem but secondary to the real issue). Then, after 2 hours on the phone I'm told that there is nothing in my area. The best that they can do is get me a 14' truck in Idaho Springs (87 miles away in the mountains and not nearly enough space!). [redacted] in "social networking" apparently has placed a call to both the regional manager and the President (?) but I haven't heard back as promised. As it stands now I am borrowing a friends truck, putting our belongings in storage for a day, and picking up a rescheduled U-Haul truck on 6/1/13 at 6:00pm. They say it's "guaranteed" but that's what they said about my initial reservation so there is a definite lack of confidence. I am incurring unforeseen and unnecessary expenses in the form of time and money. I have friends who took time off work and traveled great distances to help my family move only to have missed a full day of work in vain. I am forced to buy storage, pay for gas in my friends truck, and pay to put my family in a hotel for the night. I'm not even including the stress and measurable hardship this has placed on myself, my family, and my friends.Desired Settlement: I'm extremely disappointed in how business in conducted at U-Haul and fully expect U-Haul to compensate for the damages they have caused. If not including all the expenses that I have incurred and explained above then at the very least I would like a full refund for the cost of "service."

Business

Response:

June 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Isenhart.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and assured him she did address his concerns with all involved. She advised him of a full refund in the amount of $228.17 she issued back to his Visa account, which should post on his next credit card statement. Ms. [redacted] also included her telephone number in case Mr. [redacted] wished to speak to her or had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck for our move and all it says was that we would be informed as to where to pick up the truck. We then promptly booked movers and time off work to get our move started. then the night before the move we were told there were no trucks anywhere for us. I am really not sure how a company can allow you to reserve something that may not even be there when you need it. we were then out 100's of dollars. between movers who had already been paid and then days of work. As well as all the gas money it took to then move out huge house between family and friends vehicles as we needed to be moved that night. I think it is horrible that a company should be allowed to do this to people. especially a company this well known. I have now heard of 2 other people I know that this has happened to as well with no warning whatsoever.Desired Settlement: I would love to obviously have back some of the money I have lost. But I would just like it to be out there that this is what can happen without warning.

Business

Response:

June 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of Chicago S and SW Suburbs, followed up on the information [redacted]provided. She informed our office she spoke to [redacted]and requested she mail her receipt for her movers for reimbursement.

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: First: I rented a U-Haul Box and requested it to be delivered to my residence on May 31, 2013 at 9 AM. However, the carrier delivered the box to the Killeen Tx. warehouse instead and it took them an additional 6 hours to deliver the box to our residence which cost us valuable time and money since we had to take off work to receive and load the box with our grandmother's belongings. Second: We requested that the box be shipped to Mesa, AZ from our residence in Temple, TX, we paid for the shipping on June 4, 2013 and were told that the box would ship either that day or on June 5th and would only take 8-10 days to arrive. We proceeded with our plan to drive our grandmother out to Mesa, AZ where she was to stay in a retirement community that she had chosen, we planned to intercept the box when we arrived and unload it for her. When we arrived in Mesa, AZ and contacted the U-haul store where the box should have been shipped, we discovered that the box was still sitting unshipped in Killeen, TX. We contacted U-Haul customer service several times and logged an offical complaint (#[redacted]). We were told that the U-Haul store in Killeen, TX. was unable to locate a carrier that could ship our box to Mesa, AZ and there was nothing else they could do until they could find a carrier. The box did not actually get shipped until June 18th from Killeen and by that time we had to return to Temple, TX without receiving the box in Mesa which caused much hardship for my grandmother and loss of income since we had to stay longer than expected. I would like to request a refund of all our payments to U-Haul since we were led to believe that our belongings would be in Mesa, AZ within 10 days and it actually took 17 days as the box was just delivered in Mesa, AZ on June 22nd. U-Haul's poor service has caused my family much hardship and loss of income by not being honest about their ability to ship our belongings within the time that they promised.Desired Settlement: Refund my credit card all payments issued to U-Haul.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Austin, followed up on the information [redacted] provided. She informed our office a refund for $300 had been issued to [redacted] as an adjustment on his U-Haul transaction.

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 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: In addition to an outright cancellation of a reservation made thirty days in advance, I was physically and verbally assaulted by an employee at this store who refused to provide his name.We were scheduled to have a U-Haul 14' box truck available for our move on 09/29/2013. On Friday, 09/27/2013, an individual from this store contacted us and told us that our reserved equipment was not available. He did not provide an excuse, and he did not provide any sort of solution so as to remedy this dilemma.Upon hearing this news, we contacted the U-Haul corporate office and they had personally guaranteed a vehicle for us on our originial date of 09/29/2013. They gave us a confirmation number, and they outright told us that this location had the vehicle available.Upon arriving at the location on 09/29/2013, this location stated that they did not have the vehicle. After contacting the U-Haul corporate office to inform them that there was no vehicle available, the corporate office indicated that this location had intentionally deleted our reservation and attempted to contact the location directly. The indivdual working at this time then proceeded to deliberately ignore the phone calls from their corporate office.Upon ignoring the phone calls from their corporate office requesting an explanation, the employee working at this location physically assaulted me by pushing me in to a fence and hurling profanity and me and the rest of the members of my party. A brief struggle ensued between the employee at this location and the members of my party, and the police were eventually called.The fact that an employee at this location physically and verbally assaulted a customer completely baffles me, as I have never experienced anything like this. In addition, this location deliberately went against orders from their corporate office and provided an absolute pathetic example of customer service - acting like children in that they attempted to avoid all contact with their superiors

Product_Or_Service: 14' Box truck rental for moving

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like an investigation to be launched against this U-Haul location in an attempt to ensure that my experience does not happen to any other customers. Evidence of the poor customer service and deliberate ignorance of this location can be sourced from their reviews on [redacted]I would like this location to be sanctioned and the individual that assaulted me fired. I have never experienced physical assault from an employee of a business, and

Business

Response:

October 9, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office the requested documents from Mr. [redacted] and Ms. [redacted] were received this past week and a full refund has been issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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: We had a Ubox being stored at the Boise, ID location [redacted]) and requested it be sent to [redacted]. We were told by [redacted] that the charges she was telling us $865.00 would be the only charge and was "door to door." When it arrived here in [redacted] we received an email stating the office would contact us. After waiting a day we contacted the office for delivery. When speaking to the associate she did not give any options as to the delivery or that we even had an option of picking up the goods there. Additionaly, under the "door to door" as advertised by Uhaul on the website and as stated in our earlier convesation with the [redacted] office we understood it as we had already paid for delivery to our door. At no time did the associate state any additional fees would be due for delivery nor obtain authorization to use our credit card.

It was scheduled for Saturday September 7, 2013 in the afternoon but received a call that they could not and rescheduled to Sunday delivery. On Sunday (September 8) we neither heard from anyone at Uhaul nor did the box arrive. After calling the corporate 800 number and leaving messages on Sunday as well as a message on Monday morning we received a call about delivery that day. It was delivered on Monday (September 9). Upon delivery there again was no mention of anything being due or any charges. My husband did not sign anything or authorize any charges. At no time did I know about or authorize any charges to our credit card.

Not only was it not delivered on time but the [redacted] charged an additional $227.26 to our credit card without any authorization and without providing any invoice of such charges. At no time were we ever told of charges nor did we authorize charges. As of this date we still have not ever received a statement of billing for these unauthorized charges. They have violated the Fair Credit Billing Act. Attempts to reconcile this with the local manager [redacted] have not been unsuccessful and the fact that the law has been broken by charging our card unauthorized have gone unanswered.Desired Settlement: Full refund of the unauthorized charges of $227.26 as this an illegal charge and the billing from [redacted] for $865.00 was supposed to be from their storage facility to our house.

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted]provided and sent them the following email:

Good Evening Ms. [redacted] I've received your information regarding your rent U-Haul U-Box rental and delivery. First, I'd like to apologize for the inconveniences and miscommunications you experienced through out your rental. This is a relatively new product and there are some issues we're still working out. We've spoke with the office where your move originated in Idaho and they stated verbal notice that there would be additional delivery fees upon reaching the desitination in Co. Springs. Unfortunately, there are delivery fees in addition to the one way shipping cost. I'm aware you've spoke with GM [redacted] regarding these fees as well and he has refunded $50 to your account for the issues experienced with the [redacted] office. This credit is our compensation for the issues associated with the local delivery fee. I again apologize for the inconvenience and any miscommunication that occurred. If you need any further assistance with this matter please contact me by email at [redacted] or at my office at [redacted] M-F 9am-5pm. Thank you, [redacted] UHC of [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

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,

We have made a complaint regarding U-Haul, case number [redacted]. Today we received the following email directly from the local U-Haul center. This does not address in any way the illegal charging of our credit card and does not solve the issues at hand. As you can see, they admit there are "issues we're still working out" and although they claim the other office told us of charges they did not nor did the office here tell us of any charges but then charged our card without authorization and have provided no receipt or invoice. We look forward to resolving this issue with the help of the Revdex.com.

Review: I rented a 26" Uhaul truck from Murfreesboro, TN on November 21, 2013. When I signed my contract my drop off location was listed as [redacted], Cordova, TN as I selected during my initial reservation. The representative at [redacted]'s-Uhaul acknowledged this drop off location during my service pick up. However, one day prior to my drop off date, I received a text message saying my drop off location was [redacted] in Memphis. Immediately, I called the Uhaul customer service number and the representative said this was my drop off location. I informed her that my contract stated it was [redacted] and she replied that was the requested drop off; however, my contract does not state "requested" it simply lists drop off location. I informed the customer service representative that this was extremely inconvenient to me as it is out of the way. She rudely told me that I should not have been allowed to schedule that drop off location as they do not accept 26" trucks. However, I informed her not only was I able to schedule that drop off location, my contract reflects this information. The customer service representative's unpleasant attitude increased and told me that I can I cannot use this location. She gave me other options and I chose the location in Lakeland as I had to return the truck. However, no concessions were made for my inconvenience and breach of contract on Uhaul's part. Subsequently, when we dropped the Uhaul truck off at [redacted] Uhaul in Lakeland, TN the representative check the truck for damages, the fuel levels, and cleanliness and I was checked out with a zero balance as I was already charged $321.00. However, about 5 minutes after I left, the representative called and asked my husband and I to come back because she could not move the Uhaul and the company told her to charge me. When I arrived at [redacted] Uhaul, the truck in my possession was parked in the empty spot next to all the other rental equipment. It is raining in the Memphis area and the ground is extremely wet. The truck wheels would not move out of the mud and I was told that Uhaul would charge me $200 for a tow truck. There are no designated signs where to park at the [redacted] location, so, logically I would park rental equipment next to other rental equipment. It is ridiculous that I would be charged for this incident. Additionally, I was already checked out with a zero balance and I did not sign to authorize any additional charges. Overhall this has been a terrible rental experience and I had to go 15 miles out of my way to return a truck and experience extreme inconvenience several times along the way. I am very disappointed with the service I have received from Uhaul. And Uhaul has a rental guarantee that was not honored for me.Desired Settlement: I would like the $50 adjustment credit. In addition, I shall not be charge the $200 fee the representative verbally told me that corporate reservations told her to charge me.

Business

Response:

December 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mrs. [redacted] advising her she was not charged the $200 tow bill and that she issued her a refund for $50.00 back to her Visa account ending in 6464 for the inconvenience of having to return to another U-Haul location. 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

Review: There is a commonly held belief that moving can be a stressful undertaking. My move went quite smoothly in all respects except for one. The vehicle I rented from U Haul to carry my belongings turned out to be unsafe and a potential liability for me. The vehicle was very difficult to control and nearly impossible to keep in the proper lane. This issue was made worse by the fact that the steering linkage made loud popping and cracking noises when making turns. I have driven old beat up dump trucks in the past working construction jobs and the U Haul I rented made those handle like a new BMW. I simply could not imagine my U Haul vehicle in the hands of a driver with even normal driving skills.The next safety concern was a faulty brake system. The brakes made a loud hissing noise when applied. Shortly after I loaded the truck and got on the road the ABS warning light came on indicating the ABS system had failed.Lastly, the rear cargo door was missing several roller bearings causing the door to jam when trying to close it. I lost valuable time having to secure my belongings to keep them in the truck while travelling down the road. I have several photos of the missing bearings.I was told by the U Haul rep when I picked the truck that I was fortunate to get a real good truck. I would hate be stuck with one of their regular vehicles.I initially rented the truck to pick it up on a Saturday morning and then drop it off on a Monday. I phoned U Haul before the pick up time and asked if I could pick up the truck late on Friday. They said I could do that and declined my offer to pay a little extra for the early pick up and they said Monday would still be my return day. Then, late Saturday afternoon I got a call from U Haul indicating that I was required to return the truck by the next day, Sunday. I told the U Haul rep. that my rental contract was for a Monday return. She said you will be charged an extra day if you return the truck on Monday.Desired Settlement: When I returned the truck I informed the U Haul rep. that the truck I am returning is unsafe and that it was rented to me in an unsafe condition. I was over my allotted miles and the rep agreed to wave those charges. Then days later I receive an email from UHaul stating that I owe more money for the miles that I went over and later U Haul charged my credit card the additional fees for the mileage overage. At a minimum I fully expect U Haul to reimburse $66.17 and provide a written apology.

Business

Response:

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

[redacted], a Senior Customer Service Agent for U-Haul International, followed up on the information Mr. [redacted] provided. She issued a refund to Mr. [redacted] for $67.15 per his request. The refund was issued back to his [redacted] account and 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

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: 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: 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: 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: I rented a 26 foot moving van in [redacted] on 7/1/14 for a one-way service to [redacted] with drop off in [redacted] after completing the move. At the [redacted] location they wrote down the fuel gauge level on my reciept/contract and I was to fill the vehicle back to this level upon return. Today I recieved a reciept of billing to my CC [redacted] for $25.00 fuel charge. We were allotted 33 miles total distance and $0.40/mile for anything over that (16 miles). I am not disputing that. What I find troublesome is: 1) fuel gauges are not an exact science and the gauge reading is subject to changes related to the truck level at the time of the reading, etc. 2) @ drop off there is no way to dispute/ascertain how they determined how much more gas was necessary to achieve the fuel level at the time of our initial pick up of the vehicle 3) the reciept in no way reflects how many gallons were required to achieve this level even though they did initially state that the charge was $5 dollars/gal. 4) I find it hard to accept that this vehicle required $20 (our fill) + 5 gallons more for a vehicle that travelled 48 miles total. 5) my son also noticed that the recieving U-haul worker left the vehicle idling for some time in front of their place of business without our knowledge of when they actually obtained the fuel gauge reading. $25 isn't a huge charge but their practice needs some refinement. Their process is too subjective. It would be better if they instead had the vehicle filled each time.

Product_Or_Service: Van 26 foot one-way rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

1) full or partial refund2) change their practices of determining fuel levels at the initial renting3) don't rely so heavily on call centers for resolving/explaining extra charges. This insulates local U-haul centers from ever having to fully justify their claims.4) reinstate the benefit of the doubt, trust in the renter and resolve the illusion that the burden of proof is on the renter and that the business is all trusting. I'm supposed to assume they make no mist

Business

Response:

July 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He spoke briefly to Mr. [redacted] and is currently awaiting a return call to discuss our fuel program. He also issued a refund for the fuel charge in the amount of $31.41back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 rented UHAUL track using UHAUL web site.

The quote I received was for $162 plus tax.

I was charged $502 for this reservation.

I rented UHAUL truck using UHAUL web site (www.uhaul.com).

The original reservation quote for the rental was $132 for the truck and $30 for the insurance plus applicable taxes.

The original reservation included up to 4 days of rental and 573 kilometres.

The reservation was changed multiple times - after multiple phone conversation I received different truck at different location, but the most important - reservation terms were changed and I was not informed about these changes.

I received truch on May 23 and returned it on May 24 with 512 kilometres driven.

I was charged $502 for this reservation.Desired Settlement: I want the business to honour the original reservation and refund me for the overcharge.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] in our [redacted] Regional Office informed us a credit of $232.78 was refunded to [redacted] on 8/14. [redacted] sent an e-mail to [redacted] with this information and also offered her sincere apology for his recent experience with our company.

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,