J.R.J. Tara Corporation

Review: I rented a truck for a round trip move involving 110 miles round trip. While driving the truck, the speedometer started moving back and forth and the truck lost power. We had to cost to the side of the road in a construction zone. When Uhaul was contacted that said that we had to stay with the truck until someone could come and repair it. I explained that the truck was not safe where it was located and that the truck was not repairable. We had not loaded the truck and it would not be safe to try to drive it for a long distance. I called roadside assistance and they would not provide the last name of the person nor transfer to a supervisor. I called numerous times and was put on hold and transferred to only be disconnected. My husband called and was told that they were still looking for a person to come out and take care of problem. We left the keys with the truck and had to rent with another company. Uhaul charged me over $400 for a move that did not occur due to their incompetence and the renting of a truck that was dangerous. Customer service states that the truck was driveable and now it is 50 miles from where I rented the truck. It is unreasonable for them to expect me to put my life in danger to get a truck back to them that was inoperable and unsafe. I refuse to pay the fee and I feel they have the worse customer service in the world! I have never been treated so rudely. In the past I have rented at least 6 times from various U-hauls with a problem. However, I now know that if a problem is encountered, they will blame the customer and provide zero assistance.

Product_Or_Service: Uhaul Rental Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the charges taken off my credit card. I have also disputed this with the credit card company. I ended up having to pay $250 to rent a truck from [redacted] for the move.

Business

Response:

June 25, 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], followed up on the information Ms. [redacted] provided. She informed our office a refund for $410.65 was issued back to Ms. [redacted]’ [redacted] account as an adjustment on her rental. 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: 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,

Review: On September 6th I delivered a filled UBox for shipment, on the 9th I called and was called back later that day and told nobody knew it was supposed to be shipped out and was being sent immediately. On the 9th I was also told a delivery date of the 19th. On the 20th I called to follow up and was told the date was changed to the 23rd. On the 24th I called and was told it was delivered to the wrong city and was only given a street name. I became panicked and called around to find out it was a uhaul, but the wrong location. the correct location said they could pick it up but not until the 26th and could not give me a time. I have had to reschedule movers and a driver several times, as well as sleep on the floor and purchase new items because I didn't expect to be without for so long. Whenever I find out about a change its because I am proactive because UHaul doesn't update on anything. This whole process has felt unorganized, there has been a bad lack of communication and poor follow up and follow through.Desired Settlement: My UBox in one safe piece with all of my belongings safe and sound. An adjustment on my bill to compensate for acquiring and short notice cancelling a driver as well as the movers. A bill adjustment to compensate for purchasing new items because of the long delay. An apology and explanation along with assurance I wont be billed for a second month due to the delays that are no fault of mine.

Business

Response:

September 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our President for o[redacted] regional office, followed up on the information Ms. [redacted]provided. She sent her the following email:

Ms [redacted] Please let me apologize for all the issues you have had with your U-Box rental from our Compan[redacted], our U-Box rep here in [redacted] has been in contact with the [redacted] office today. She has been told your box is at the U-Haul Center in [redacted] located at [redacted]. [redacted], the manager, at the location told [redacted] he has been in contact with you and that they are working on the delivery of your box. In case you need it, the phone number for Anthony is [redacted] Once you have completed your rental our store in ** will talk with our corporate office to work out compensation. Again, I am very sorry for all of the inconveniences you have experienced with this move. Thank you, [redacted] U-Haul Co. 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

Review: I am currently an active reservist for the [redacted]. I'm pursuing my ** bill in music and needed to relocate out to [redacted]or school. I planned a trip f[redacted] my home state of [redacted] in intent to leave 0500 on September 11th 2013 being that my girlfriend who is also traveling with me for school had an interview in [redacted] that could of potentially landed her a great job. Seeing that I'm a Marine I also plan ahead and scheduled for a hitch to be installed on my vehicle a week prior. The instillation was scheduled for September 7th at 0700. When my girlfriend and I arrived at the [redacted] facility the associate had informed me that we were scheduled for instillation on the 6th of September. I showed the associate my email and text message confirmation showing that our appointment was the 7th not the 6th. Keeping in mind that I had already prepaid for the hitch, the associate tells me well we marked you as a no show and refunded your money back via check. We were also told that if we wanted to go ahead still with the hitch installation that we would have to leave our car overnight because there was no one that day to work on it. This was a bit of an inconvenience but we agreed to go ahead and leave the car and just accept that there was a missed communication on their end but mistakes happen. So we proceeded to leave the car and carry on.

We left the car with U haul until that Monday September 9th because a 5x8 trailer was going to be hitched up for our trip. We arrived back to the facility to find out that we have to pay again for the hitch seeing that they marked us as a no show (even though I wasn't) and of course pay for the trailer itself. I asked if they gave any type of military discounts seeing that now I'm currently out more money then I should be. The associate says yes but then forgot to give me one. He told me that when I drop off the trailer in [redacted] just have them refund me for my military discount. I have a background in retail along with my girlfriend and that's not how that works. She even asked the associate if he could mark that down in the system because she knew herself that there's no way another facility would refund the mistake of a different store. When everything is all set and paid the associate gives me my keys and tells me my car is in the back. Doesn't walk me to the car to ensure that everything was secured. I start to travel down the freeway which is a 20 minute drive to my house with my girlfriend behind me frantically trying to call me because the lights of the trailer were not working and no one could see my blinkers and a semi truck almost smashed right into me. I finally get to my house and have my hazard lights on to back into the driveway when another car almost smashes into me because the truck lights were not working.

My girlfriend calls customer service extremely upset over the 2 potential accidents, the lack of consideration and knowledge of the associate and the inconvenience of having to move money around f[redacted] different accounts to pay for things that were already payed for. U haul had roadside assistance come out and they fixed the lights but still on the customer service side there was just no consideration.

Next day, day before we take off to hit the road we pack the trailer up at one house and drive to the next for more loading. We notice that the trailer was shaking more the usual and had to pull over into a parking lot. We seen that the trailer was NOT hitched up to the car securely and they trailer believe it or not was seconds f[redacted] detaching f[redacted] the car, which would of caused another potential accident. So now we have 3 safety issues within a day.

We tighten the trailer ourselves but call to speak to a manager being that we only had this for a day and we have already been through a nightmare. We asked if roadside assistance could come out and just do a walk through just make sure that everything was secure before we travel across country. It was like pulling teeth but finally someone had said they were coming out, but only later to call back and say they lost their truck and no one was coming out. I really want to know how you lose your truck. Our only option for safety purposes is to wait till our local U haul store opens the next day and take it there. That unfortunately pushed us back a couple of hours and my girlfriend missed her big interview and the whole reason why she was relocating to [redacted] school.

While on our drive out we kept calling and calling and calling to get some kind of resolution for all this madness and NO ONE seemed to want to help. We were told that our only option was to close out our contract when we drop off the trailer in [redacted] and open a complaint. That's what we did, we turned our trailer in as of today September 16th 2013 and called customer service to get this resolved only to find that they original store's manager had refunded us $100 and put in the system as everything be resolved. We never knew about this nor did he even ask if this was okay or what our thoughts were. I once again spent a whole afternoon talking to multiple people about this and got nowhere. I was told that the regional manager for that area was going to call me today within a couple of hours and never got any calls. I don't feel like all the stress, 3 potential accidents, time wasted, money and missed career interview is all better with $100. This to me is not a resolution or any type of consideration for the nightmare that we had to go through. I just got back [redacted] and just trying to make a somewhat of an easy move to pursue my career as well as my girlfriends but U haul made the experience scary, miserable and irritating. It was almost like lets take your money twice and run. We have documentation, pictures, names and phone numbers of everyone we have talked to and reference ID numbers for all the complaints we filed. No one ever wants to contact us back and we end up contacting them back but always get some one different and have to tell this story over and over again. We really just was this resolved fairly so we can move on.Desired Settlement: We feel it is a fair resolution to refund us 100% for not only the hitch but trailer too.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our [redacted]gional office, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and offered his apology for the problems he encountered in [redacted] Mr. [redacted]dvised Mr. [redacted]that normally his type of situation would warrant a refund for $100, however, due to him completing his move, Mr. [redacted] was willing to refund 50% of the trailer rental. He also relayed that our U-Haul location gave him a break on the hitch installation by not charging for labor to install the wiring, which was a savings of $48. In addition to a refund for $100 that was issued on September 11th, Mr. [redacted] issued a supplemental refund for $116 on September 20th to the same [redacted] account. Both credits should post on Mr. [redacted] 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: On 1/27/2013, I rented a pick up truck for an in-town move. My contract number is [redacted]. Equipment[redacted] AZ Mile out [redacted]. Accordin to the contract the fuel tank capacity was 31 gallons, when I received the truck the fuel tank was empty. We notify the attendee ([redacted]) and he initialed the difference. I had to fille up the fuel tank with $25 worth of gas. Also when the truck was return the miles I did was 30 miles and I was over charge 65.2 additional miles. My credit card ending [redacted] was charged the estimate amount of $ 80.00 and an additional $49.34 which I do not agree. I spoke to different customer rep and they kept switching me around and putting me on hold and no resolution. I even tried to get in contact with the supervisor Mr. [redacted] at ###-###-####, I left messages and no response. Im tired of calling and given the run around. I want the additional charges reimbursed.Desired Settlement: I want the $49.34 plus the additional $10 of gas that I had to put in the truck in order to have the truck driven from the U-haul parking lot refunded to me on the credit card ending [redacted].

Business

Response:

March 27, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her of a refund for the extra expense in the amount of $69.06 and emailed her a copy of the receipt 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

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: 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

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.

Review: Moving Help a division of Uhaul will not refund a duplicate charge on my debit card. I ordered moving help through uhaul and they charged me twice.

I have been dealing with moving help since July 8 about charges on my debit card. I have gotten the run around from them and decided to ask for your help since they are on your web site. Below are the conversations I have had through email with them and have had no satisfaction. I was charged twice for moving help on my debit card. I still have 133.34 pending on my card as shown below... My bank will not release this for 60 days unless you send information as stated below. If you need further verification on this matter or to speak to me my number is ###-###-####. This has put me in a financial bind and I am really upset with the whold process. [redacted]

Authorization Detail [redacted] below is as shown on my debit card statement.

08 Jul 2014 12:11:13

U-HAUL INTL ###-###-#### AZUS

-$133.34 I've not heard from anyone, it has been almost a month that my debit card has a pending charge from your company. If the money is not released by August 6th, 2014 I will have no choice but to take further action, I will not be recommending or using your company again and I will be calling UHaul.

[redacted],

We forwarded the information to an administrator. they will research the charges and email you back.

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

[redacted],

Please send us your credit card number so we can research the issue with our credit card payment processor. The reason we need your card number is because we do not store your card number with any orders.

Please be advised Moving Help cannot force the process of the pending charges being dropped, but once we have researched your charges we can provide you with all the information your financial institution needs to process the hold release.

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

credit card number is [redacted] exp 08/15

[redacted] on Thursday, July 24, 2014 at 8:20 AM -0700 wrote:

I spoke with my bank about the $133.34 that is still pending, they need a fax on letterhead giving permission to release this transaction with your merchant I.D. # Authorization # Last 4 of card used which is [redacted] with name, date of transaction, amount of transaction.

Signed by your name, phone # and signature of merchant.

Please fax to ###-###-####

Thank you

-----Original Message-----

From: Moving Help Support

To: meanmy3 <[redacted]>

Sent: Thu, Jul 10, 2014 5:16 pm

Subject: Re: Choose...

[redacted],

Please refer to your bank about posting times.

7/9/2014 8:08:38 AM

Job refund - J[redacted] - [redacted] 100.00

7/9/2014 8:08:39 AM

Service fee refund

[redacted] - [redacted] 5.95

7/9/2014 8:08:40 AM

Travel fee refund - Hwy Fifty Five Moving

[redacted] - [redacted]

10.00

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

[redacted] on Thursday, July 10, 2014 at 8:29 AM -0700 wrote:

I did not enter my info twice, I need my money credited today or I will put a bad review for this service and this company. This has totally inconvenienced me beyond repair!!!!! I will not be using this service again or recommend it unless this is corrected today.

-----Original Message-----

From: Moving Help Support

To: meanmy3 <[redacted]>

Sent: Wed, Jul 9, 2014 4:34 pm

Subject: Re: Choose...

[redacted],

Yes, it is canceled.

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

[redacted] <[redacted]> on W

Review: I rented a truck from Uhaul on Saturday January 11. I picked up the truck at 9 am and returned it at about 5:30 pm. When I went to turn in the truck the guy I talked to said that there was a small ding on the upper side of the passenger side of the truck, just above the door. I told him that we had not hit anything and he told us that it was probably something that everyone missed previously and that everything would be okay. He told me that I would be getting a refund of roughly $35 back from what I had originally paid when I took the truck. I received an email receipt about 5 to 10 minutes later. about an hour after that I received a phone call from the manager from the store stating that there were damages to the truck that we had to pay for. I told him that we were not going to pay for damages we did not do and he told me that they were not marked on the truck paperwork when we took the truck therefore it was our fault.Desired Settlement: I would like the company to stop trying to collect money from me. They clearly stated that everything was fine and did not mark down on our contract where damages where when we left. Their contract states that all damages will be assessed upon returning the truck and settled before leave the store. Since we were told that we were done and would get a refund I do not see how they have legal ground to tell me that they can still charge me.

Business

Response:

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Inland Northwest regional office located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office she sent her the following email:

Dear Ms. [redacted], Thank you for your communication concerning your recent U-Haul rental. Communication like yours are extremely helpful as they keep us aware of problems encountered at a local level. Please accept our thanks for taking the time and effort to write us. After reviewing the video footage at the time of your rental Saturday morning, we were able to determine that your 17 foot truck was rented to you with no damage and was indeed returned with new damage. I have been advised that they did tell you about the damage while you were still there, but you did not know how the damage occurred and thus advised you did not want to pay for it. Your contract was placed on hold that evening so that our shop could do a damage estimate on it to assess the damages and the repair costs. According to your rental contract addendum (document holder), #4 indicates that "Customer agrees any charges that cannot be determined or that are not known to Company at the completion of the rental are payable by the Customer immediately upon receipt of an itemized invoice." I understand that Monday morning after completing your contract, the GM, [redacted] emailed you a copy of your final invoice, which you acknowledged having received in your Revdex.com File. I regret to inform you at this time we are declining your request to not be charged for the damages, as all evidence suggests that it did occur during your rental. Sincerely, [redacted] Customer Service

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.

My name is [redacted]. My reference number is [redacted]. The following email is the email invoice that we received Monday saying that we owed charges for the damages. I will be sending another email with the pictures of the damages. Thank you for all your help.

Review: I made a reservations 3-month in advance to rent a truck and trailer to make a state to state move. 2-days before I was to pick up the truck and trailer at a location 10 miles from my house, I recieved an email stating the truck was located 60 miles one way from my house and the trailer was located 50 miles away in the opposite direction location. After I called on the truck I found out it would not be availible for pick up at all. After may legthy calls with their headquarters with no solution. I had no opptions but to rent a truck from another rental company for a much larger price. I did drive the 50 miles each way to pick up the trailer. I just dont understand how I can have a resevation and then just be left with no truck right before a big move without being compensated for all the stress and the much higher cost.Desired Settlement: Reinburse me for the differance of the cost I had to pay verses the cost they had quoted in my reservation.

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern WI regional office, followed up on the information Mr. [redacted] provided. Notes documented in the reservation indicate options were offered to fill the reservation but we were not able to work out an acceptable agreement. In addition to the refund for the $50 Reservation Guarantee Fee issued to Mr. [redacted], Mr. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern WI regional office, followed up on the information Mr. [redacted] provided. Notes documented in the reservation indicate options were offered to fill the reservation but we were not able to work out an acceptable agreement. In addition to the refund for the $50 Reservation Guarantee Fee issued to Mr. [redacted], Mr. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Please see attachment that I have mailed to B.B.B. on 10-2-13 before I recieved this e-mail. Uhaul did not give me any option that would make my move possible on the date that everything was scheduled.The confirmations that they had emailed to me was totaly a lie. They want to give me $100.00 to use at there stores and I do not want anything to do with them. I want the $686 that I had to pay extra for renting a truck because they take reservation and do not fulfill the reservation. I have copys of the email comformations of the reservation if needed.

Regards,

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.]

Please see attachment that I have mailed to B.B.B. on 10-2-13 before I recieved this e-mail. Uhaul did not give me any option that would make my move possible on the date that everything was scheduled.The confirmations that they had emailed to me was totaly a lie. They want to give me $100.00 to use at there stores and I do not want anything to do with them. I want the $686 that I had to pay extra for renting a truck because they take reservation and do not fulfill the reservation. I have copys of the email comformations of the reservation if needed.

Regards,

Uhaul Box has been missing for almost a month. At this point I don't even care if they do what we payed them thousands of dollars to do and deliver the box, I just want to know where our belongings are. Most of the things in there are irreplaceable to us and I would at least like the opportunity to attempt doing Uhauls job for them.

Uhaul refuses to give us a solid answer and has nothing but lies to offer us. Each time we call asking where it is, or when it will arrive, they give us the same answer, "It's arriving tomorrow". There have been well over 7 tomorrows. We had scheduled the delivery to be 6/4/14, 4 days after we arrived at the desired drop off location. Initially, we found that Uhaul hadn't even sent a requisition form to have it moved from it's original location. We found out this information a week after it was supposed to arrive.

Uhauls COMPLETE LACK OF ACCOUNTABILITY is disgusting and they need to answer not only to me, but to the hundreds of other people who's containers have been lost, their valuables been destroyed, and lives disrupted because of some jerk that doesn't care about their customers after they've received your money. Some have even mentioned that they may be falsifying paperwork to complete some sort of contract with their local business (paper work arrives to the customer extremely late, or not at all, and then surprise charges show up only after Uhaul's own incompetence has led to the additional charge,whether it be because of a change in service or completely lacking in reason).

Uhaul obviously does not care about it's customers, as evidenced by the hundreds, if not thousands, of startlingly negative reviews on the web.

I feel like they robbed us and I feel powerless in this situation. I will never be putting myself in this position again and I was hoping that the Revdex.com would be able to help me, and if not me, then the people in the future that PURCHASE this service.

Review: I have a two part complaint.

(1) In late February / early March I rented a truck from UHaul for a move from [redacted], British Columbia to [redacted], BC. For personal and employment reasons I ended up dropping off the rental vehicle in Edmonton, which is a much shorter trip with substantially lower rental charges. The original rental charge for vehicle was supposed to be total charges to FtStJohn of $1194 ($1328.53 including local taxes). The UHaul phone system (recorded) notes that changes to the original agreement can be made for free.

Rental of the same equipment to go to Edmonton it should have cost $389(truck) + $79(auto transport) = $468.00.

Add the insurance CDW charge of $75+$50=$125.

Add $5 enviro fee

Add $10 furniture pad rental

Add extra day use charges and extra mileage charges totalling $269.05.

Total charges to Edmonton should have been $862.05 ($905.10 including local taxes).

That is substantially less than the amount I was charged for a rental to FtStJohn, which makes sense since FtStJohn is about 2x farther trip than Edmonton, and is more remote. Since I dropped off in Edmonton that should have been a $423.43 lower charge than for a trip to FtStJohn.

I was given no refund for this difference, although I did request a refund three times I received no satisfactory reply in that regard.

Again, UHaul claims that changes to the original agreement can be made for free, but does not appear to honour that statement.

(2) Upon dropping off the truck in Edmonton, I was then charged further charges of $269.05. I paid these charges because the representative at the dropoff location ([redacted]) told me it was just a formality and I would be able to get it refunded. I was tired after moving and paid the fee planning to get a refund later. I subsequently emailed the UHaul billing/complaints department and corresponded a few times with a UHaul company representative (I have copies of these emails), and he claimed to have refunded this secondary overcharge. I checked my credit card bills, and he did not refund this charge as he said he had. I subsequently asked him again to re-check his records and to please provide this refund as he had agreed, and he replied claiming to have record of a refund dated March 5, 2014. My credit card statement clearly shows I was charged this additional fee on that date, but that no refund of any type was issued by UHaul.

I have copies of all the original billing and rental papers, and also copies of my credit card statements which show details of the billing and lack of refunding. Should those be required to help with this dispute I can provide copies.Desired Settlement: I am seeking a refund on the overcharge described in part 1 ($423.42), as well as a refund of the additional overcharge described in part 2 ($269.05).

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. She informed our office she spoke to Mr. [redacted] and calculated his rental from [redacted] to Edmonton to be a total of $909.09. He paid previously $1,579.58 and had already been issued a refund for $110, leaving a balance of $578.49 owed to him. The refund for $578.49 was issued back to Mr. [redacted]’s [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

Review: My complaint today is with U-Haul, I rented and paid for a cargo van on December 14th and I returned the vehicle the same day with gas. The following Monday, December 16th I received a bill for and additional $46. I contacted U-Haul about the charge and the gentleman did not know what the charge was for, he asked if I could call back at a later date. I agreed but was under the impression that it was a billing mistake. During rental I was told to return the vehicle with the same amount of gas and by 11am on December 15th.Today, December 27th I noticed $30 was taken out of my account from U-Haul and at first I was a bit nervous because recently I was a victim of the illegal charges from [redacted] and we have been monitoring my card and in the process of getting a new account because I dont want to take the chance of illegal charges on my account.; so the first thing that came to mind was an illegal charge. After looking into the billing activity I noticed it was U-Haul and I have to admit, I forgot about this charge because I thought it was a billing mistake and was corrected.I contacted the U-Haul office and spoke with a young lady in billing, in the beginning of the call she wasnt listening quite well after giving her my name and she repeated your last name is show? I repeated my last name and she repeated, [redacted]; she couldnt get my name right.The representative continued to look for my account and she found it, she began to go over the account information with me, which I didnt address my concerns she just started talking. I interjected What is the 46 dollars for? The representative continued to talk, I interjected again with Maam and she continued to talk louder and even more. So I became frustrated and yelled, will you let me talk! And she replied in a sarcastic voice, and at that time I was irritated and upset with her and I lashed out and hung up the phone.Desired Settlement: I have never allowed a representative or even a person to get me so upset that I yell at them. I work in customer service and my rule has always been to let the customer speak and explain their side, even if they begin to interrupt I politely stop talking and allow them to speak. And my response is May I explain? Sometimes people just want you to listen. I have never talked over a person, having proper phone etiquette is part of every business. Once a representative loses control of themselves there is no way of controlling the conversation or call, both parties are upset and complaint will follow.I have always believed in giving people wonderful complements but this call brought out an ugly side of me and an ugly side of the representative, and it is all because she wanted to over talk me and respond in a sarcastic way.What would I like to be resolved? Well for starters I just wanted to know why my 19.95 rental turned into a $65 dollar charge. And with fraud circulating with unauthori

Business

Response:

Thank you for your concern for our customer Ms. [redacted], Senior Staff for the [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining her estimated rental charges came to $37.04, which included a calculated mileage use of 20 miles. The actual mileage used was 45 miles. Total rental charges included $19.95 for the Cargo Van, $26.55 for the mileage, $1 for the Environmental Fee, $6.22 Tax = $53.72 - $37.04 previously collected = $16.68 balance. When we tried to collect the balance on the credit card on file, it was declined. The balance was put on a Promissory Note and sent for collection. Our Collections Department set up a collection account and applied the $30 collection fee. Ms. [redacted] explained we were able to charge only $29.30 to the credit card on December 26th, leaving a new balance of $17.38. Any further questions or payments can be directed to our Collections Department at ###-###-#### on Account#[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,[redacted]Executive AssistantU-Haul International

Review: Below is a copy of an email I sent out to uhaul in various dept.

Hello Mr. [redacted],

My name is [redacted]. I am a former customer from a vendor on Main St, Ramona Ca ([redacted]). Mr [redacted] my problem started approx 14 months ago. I was in the process of moving with my husband to another town. About 1 1/2 hrs before leaving town my husband left briefly to say goodbye to some family friends. A tragic situation occurred and he did not return home. At which time I lost my home, husband, and any and every bit of money and cars we had. I lost my entire life in a matter of 15 minutes. Needless to say I could not pay for the extra days we had the 24 foot Uhaul truck and had no place to put the whole 3 bedroom house full of our things. I phoned the drop off location and left a message, but the vendor whom I rented from came and took possession of the truck with all my belongings inside. I made imediate contact with the vendor. However being distraught and not it the rite state of mind from the trauma I did not stop to think he had no rite to keep my things, and he never said I could come retrieve them and I spoke with him a couple of times before the truck even went down to the Lemon Grove Strorage. Anyways after numerous attempts to contact the gentleman I worked with from the vendor, leaving notes and physically going to the location. The gentleman I worked with conveniently quit and no one bothered to tell me until I demanded to speak with owner and they didnt even know what happen to my things. Finally my things were located and I was connected with the facility which had my belongings. I spoke with a gentleman by the name of [redacted]. The conversation took place around the 2 to 3rd week of august, at which time I made arragements to come pay $100 and pick up my personal belongings which occupied a total of 3 of your units. I had made arrangements to be there on the 5th. I got bit by a black widow and was moving again and had trouble getting to the storage on the 5 th but I did call and sent a email thru your 800 customer service number. At no time what so ever not even when I spoke with [redacted] after the so called auction notice was sent cert mail, did [redacted] ever mention to me that my unit was going to be auctioned off on the 5th or of any auction notice being sent out? The address it was sent to was the address I was going to be moving to at the time when I first rented to truck. I never did move there, however it is owned by a close family friend, whom passed away in July, but any other prior notices or mail I would have absolutely recieved. I would like to know why I was never not once notified that the [redacted] was in possession of everything I owned? Never not once. Also I gave [redacted] a new contact number for me and I was never informed of an auction to take place via phone call and I can Verify that thru Google. Nor did I recieve any calls back when I left messages for [redacted] about getting there after September 5. I came to pick up my things not last week but the week before and [redacted] informed me that my things were auctioned off the 5th when I did not come to get them. I have another question? Why if I had made arrangements to pick up and pay for my things on the 5th , why would they be auctioned off at 9 am September 5th 2013 ? Why if I made arrangements to get them on the 5th would uhaul not wait till the end of the business day before moving forward? I spoke with Patrick the general manager and his answers and excuses were Lame if not insulting!! I would like immediate assistance if that would be at all possible. I know your a busy man and there are probably procedures that have to be followed. That being said, I am certain that proper procedure information verified via [redacted] I was not properly notified nor given the legal time frame and I am having a hard time locating the public notice that was published. I am consulting an attorney this afternoon and would very much like a response to this email via email. Also my phone number is ###-###-####, or ###-###-####. Thank You for your time and I know that was alot of info I hope it was clear enough for you and you were able to understand the chain of events. I also understand I did not give you exact dates just time frames, however I can provide exact days, on most everyone of the occasions. I can provide Google Documents of all my incoming calls and messages recieved to verify that the call [redacted] said he made to me in August was never made. Mr. [redacted] after the past traumatizing year I have had, a smooth prompt and fair resolution would be a blessing for me. I understand asking for compassion and understanding from a company such as Uhaul is not business like conduct for financial and legal matters. Possibly I could ask for responsibility and accountability for a resolution?

Sincerely,

[redacted]Desired Settlement: Mr desired outcome of course would be a monetary resolution, that uhaul will compensate me for the contents of a 3 bedroom home, which is the size of my belongings they had. They put my things in 3 units. Id like this to commence in a prompt timely maner, without the need of myself having to obtain an attorney, and to be fair.

Business

Response:

November 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ronald [redacted], our President for our San Diego regional office, followed upon the information Ms. [redacted] provided. He informed our office he left several messages for Ms. [redacted] requesting a return call. His records indicate proper notification of the auction was given. Ms. [redacted] currently owes $4,655.95 for storage, auction and truck rental fees. Mr. [redacted] has documented that Ms. [redacted] contacted them on August 21st to do a $100 settlement and was told she needed to come in prior to the auction that was scheduled for September 5th to get this taken card of. Ms. [redacted] neglected to do so, therefore the items went to action. Ms. Stain can reach Mr. [redacted]’s Executive Assistant, [redacted], directly at ###-###-####.

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.

This is California Lien Sale Law from

[redacted] it says.

The procedures a storage facility owner legally must follow are very

specific. The owner cannot do anything until a payment is at least 14

consecutive days late. Then, a “Preliminary Lien Notice” may be sent,

which should notify the renter that her right to use and enter the

storage facility will cease on a specific date (“termination date”),

which is no less than 14 days from the Preliminary Lien Notice.

After the termination date, the owner must

send a Notice of Lien Sale indicating a date after which the storage

facility will be sold or auctioned. This date must be no less than 14

days after the Notice of Lien Sale. To avoid a lien sale at this stage, a

renter may pay the lien amount, or send a declaration in opposition to

the lien sale to the owner via certified mail. This declaration must

meet specific requirements and may lead to a court case.

Once the date provided in the Notice of

Lien Sale has passed, the owner must still place an advertisement in a

publication one time per week for two consecutive weeks with information

about the anticipated lien sale. A renter may still choose to pay off

the lien even during the publication period, but it may not mean an

immediate return of her property. It is likely that a court would get

involved to determine the distribution of property.

Late fees may be charged and added to the

lien amount, but they must be “reasonable.” This means that there is a

10 day grace period after the due date for a payment during which no

late fees may be incurred. Thereafter, there may only be one late fee

assessed per late payment. The late fee may not exceed $10 for a rental

price of $60/month or less or $15 for a rental price of $61-$99/month.

For rental agreements of $100 or more per month, the owner may charge

$20 or 15% of the rental price, whichever is more.

If a lien sale goes forward, a renter

still may have rights to money, even if an owner fully complied with the

terms of the legal requirements for lien sales. After a sale, the owner

of the storage facility may maintain the proceeds equal to the lien

amount and costs of the sale. Any proceeds in excess of that must be

retained by the owner for one year post sale and may be claimed by the

renter. If they are not claimed, the owner may NOT keep them but must

give them to the county.

That being said, I would like to remind mind you that I did not rent a storage from uhaul I rented a truck and by default they came into possession of my personal belongings and made no attempt to inform me they were storing my belongings.

Plus they by no means followed any of the lien sale laws and I would like documentation of the letters sent to me. I would also like proof of the public notices they put in the paper. I found 2 notices, but they were not within the proper time span. Also I do not owe Uhaul $4,655.95 as Uhaul stated themselfs, I made arrangements to pay them only $100 and I could get my things. If I was told my things were to be auctioned why would I show up later to retrieve them. Its comming down to [redacted]s word (the manager at the storage) against mine. Well Uhaul is a large corporation and has strict company guide lines. I would say that would make documentation essential. So to protect themselfs being that they are held to strict Laws and guidelines. So give me proof of this correspondence, that was so called made to me. I would also like documentation that the proper and legal steps were taken at the time of auctioning my things off per california state law. I have attached some screen shots of my ability to search and have record of my calls, missed calls, voice mail, ect. Just simply stating that the manager communicated to me is not acceptable. Of course he is going to say he did. I want to see proper Lien Law documentation. Remember I did not rent a storage from you ... I rented a truck. Yes Ronald [redacted] started to try and contact me 11/12/13 and when I called him back he was gone in meetings till Monday. We had a couple of missed calls from eachother between then, but I stoped trying to talk with him after I filed this complaint.

Sincerely,

Regards,

Business

Response:

December 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that on December 3rd and 4th I forwarded your office notes documented in the storage account for Ms. [redacted] as well as letters to Ms. [redacted] and the newspaper notice for the auction of her storage unit. Ms. [redacted] was aware if she did not come in to settle her account before September 5th, her storage unit would be auctioned. She neglected to do so and the auction proceeded. We stand by the information our President for our San Diego regional office, Mr. [redacted], relayed that proper notification of the auction was given and all charges on the account are correct.

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.

I was able to review the storage note webpage, which Im not sure why the Uhaul storage management page is not used, however very clearly from the notes provided your bookkeeping skills are not very accurate in the least and altho there are many conflicts in the dates and the entry times, it seems that phone calls were recorded and not any record of any mail being sent out. Perhaps Uhaul may want to take a closer look at the document they provided as to the record keeping of my units. I would also like to make Uhaul aware of their #1 mistake and that is that after looking at these records and feeling as tho something was missing...I remembered a phone call I made to the corporate 800 Uhaul customer service, that conected me with the storage unit in the first place....yes this is true. As I can now recall it was a Uhaul customer service rep that conected me with the storage manager [redacted]. I am waiting on some review of phone records and with any luck I will have this documentation. However this may be...the fact of the matter is the California Lien Sales Laws were not followed properly and after any contact with me and new arrangements for payment the process of the lien sale should have been started all over again from the begining. Because as your company documented my new balance and agreement for payment was $100. New agreement, therefore new process wouldn't that be correct? Even if that new arrangement hadn't been made. Uhaul can by no means verify that I received any legal documents. They are sent certified mail and must be signed for. I will also be contacting the post master of the address they say they sent mail to. I would like return documentation please. Because it wasnt until I filed this complaint, that Patrick Downey thus informed me that a certified letter of the lien was mailed to my destination address on July 26th, and according to Lien Laws of Ca. they have to give my 14 days after proof of delivery to start Lien process, and they are supposed to wait 21 days if no conformation is received, and then start the public notices 2 consecutive weeks prior to lien sale they ran lien sale 2 days... one rite after the other I believe on the 19th and 21st neither one of those days are the beginning of the week. That alone voids your so called proper notice. Please take a better look at the documentation you presented to me please take a look at the last entry which appears first on the sheet, why did you make a note on 10/28/2013 that I was spoke with on aug 21 in regaurds to my units if they had been already moved out a close to 45 days prior? Also why were my units said to be moved out on the 10th and the 12th of September when the units are to be moved out the day of the auction? I would like to request that someone in charge at the corporate office in Arizona be contacted and notified of this communication we have thus far had with the San Diego Depart,, I would also like this communication to be made directly with the Corporate Headquarters directly and not thru the department we have been communicating with. With all do respect I do not believe these documents are true and proper protocol and would like that verified with the main office. I am sure that there is a department head that oversees the region. I would also like for the main office to verify any call records and other documentation that were made in reference contract # [redacted]. Due to the inconsistencies they provided in their documents. Thank you for your time.

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 have multiple issues with this facility.1) When my U-Haul U-Box was received by this facility, it was unloaded onto the ground (not a trailer as has been requested), so I couldn't tow it to my final destination.2) Not only was it unloaded on the ground in an unsecured area, it was unloaded with the door approximately two feet from an automobile *with no motor* which made it impossible for me to unload it. They were going to move the box, but their forklift wouldn't start. So the guy ([redacted]) pushed the car out of the way just enough for me to open the door to the U-Box. I then had to unload it on the premises and make several trips back and forth in my car.3) Regardless of the fact that I unloaded all of my stuff from the U-Box on August 9, and left the 12 furniture blankets--folded neatly--my credit card has been charged for "U-Box storage" at this facility. My calls and e-mails have been unanswered (but one nice U-Haul customer service rep named [redacted] has been trying to help me).4) I just this morning received a call from this place asking me why I show up this morning for my 10:00 a.m. reservation--the answer is because I never made a reservation. Apparently, according to what [redacted] at U-Haul could discern, someone at this facility made the reservation last night. So it seems that someone is using my name and personal information to either irritate me or--what? I have no idea. But I've had enough.

Product_Or_Service: U-Haul U-Box rental

Order_Number: #[redacted]

Account_Number: #[redacted]Desired Settlement: DesiredSettlementID: Refund

There have been two bogus charges to my credit card:1) $50.81 for who knows what2) $18 on August 30 for "monthly storage" of the U-Haul U-Box (as I explained above, I am not storing anything at [redacted].

Business

Response:

November 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] to address her concerns. [redacted] stated her credit card company had already received the requested credit and no further action was required.

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]. I never had a complaint with any company in [redacted]; I believe this was forwarded to you in error. My complaints were with U-Haul in [redacted] and U-Haul in [redacted]. I suspect someone thought the AR abbreviation for [redacted] was the abbreviation for [redacted] (I find this happens fairly regularly). Anyhow, my problems have all been addressed. I consider this complaint resolved.

Regards,

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,

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.

Review: U-Haul Contract: [redacted] This was a NIGHTMARE from beginning to end!My son was stranded on the road out of state, so my husband drove out to rescue him and tow the broken-down vehicle home. I placed the reservation for a tow dolly online, after using the U-Haul website to determine the best product for our vehicles.(1)I never received an email confirmation of the order, and was never informed that the equipment was at a DIFFERENT LOCATION than the one I selected when I made the reservation online. So my husband and son spent over an hour (plus gas and mileage!) on a wild goose chase first to the place I selected online, then to a second (incorrect) place where that U-Haul agent directed them, then to yet a THIRD location where they actually found the equipment. This added substantial cost to our move, not only in actual fuel, but in the lost time, which resulted in another nights hotel stay.(2)Why are the appropriate accessories not available at the pickup location? You offered to ship the necessary trailer lights to me -- but for an immediate need situation, halfway across the country, that does no good. So more hassle and stress ensued as they tried to find some lights elsewhere, costing more time, and more money.(3)The tow dolly information suggests that its preferred use is to tow front wheel drive cars. So why is that what your website recommended to tow my sons REAR wheel drive Jeep Grand Cherokee? This resulted in additional difficulty in loading the vehicle (backwards), and then the necessity to TIE DOWN the non-locking steering wheel to prevent swerving! What a WRONG recommendation that was! More time lost more costs incurred.In light of all the additional costs to us due to U-Hauls failure to perform even the most basic expectations of this transaction, I am writing to request compensation in the form of a partial refund of the cost of this rental.Desired Settlement: Although the approximately $100 will NOT cover the additional expenses for hotel, food, and fuel, not to mention time lost from work (or stress!), I will accept a 50% refund in order to simply put this experience behind us and avoid Arbitration proceedings.

Business

Response:

July 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Tulsa, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her a sincere apology for the inconvenience she experienced and also advised her of a refund in the amount of $165.00 as an adjustment on her rental. The refund was issued back to Ms. [redacted]'s Master Card account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International