J.R.J. Tara Corporation

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

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Consumer

Response:

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

Regards,

Consumer

Response:

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

Regards,

Consumer

Response:

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

Regards,

Consumer

Response:

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

Regards,

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

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

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

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

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

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

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

This is the least I would like them too do.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced. He also explained we would pay for the damaged table and take care of the moving help to deliver and unload Mr. [redacted]’s U-Box.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On the 28th of Aug, I checked my bank account and found a charge of $381.78 from U-Haul. I called U-Haul Customer service and spent over an hour on the phone with them trying to find out what the problem was. Finally found out that the local U-haul rental place here had NOT checked back in a trailer that I had rented and returned on time. They in turn rented it to someone else who took it to Austin, Tx. and charged me for not returning it to the right location. They told me that they would be returning the money, but that it would take 3-5 days to do so. The 3-5 days have passed and the money shows as pending, but has NOT been released by U-Haul.

This issue has caused several problems so far and looks to cause even more if NOT corrected.Desired Settlement: The funds replaced in my account with NO hold put on them at all.

Business

Response:

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

[redacted], our Executive Assistant for our South Austin Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was issued a refund for $381.78 twice on August 28, 2014. One credit was issued by our Traffic Manager and the second by our Collections Department. Since the credits were done on the same day, each office was unaware that a double credit was being issued in error. Ms. [redacted] relayed that Mr. [redacted] is ahead on the refund.

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: The business was contacted to deliver my shipment of 3 U-Boxes to my new place of residence by Monday, July 14, 2014. I contacted them when I heard nothing from them as it is customary for them to confirm the day before for a delivery time. I contacted them by phone and no one was aware of the boxes. I was told they would contact me back and heard nothing hours later. I then called back to talk to the GM and a heated argument ensued. His professionalism and customer service were deplorable! I was told that the boxes would be delivered, but given no specifics. After being 4 days late and a total of 8 phone calls (everyone at the business site knew who I was as I had called so many times), they finally showed up in an unacceptable manner. They were to contracted to be forklift-ed off the bed of the carrier and placed on the ground for ease of emptying. Instead, they were brought on two separate trailers which were a few feet off of the ground which made it much harder to unload. I had to wait for them to return to pick up the trailers so one of the men could help me get one last piece of furniture down, which I could have done on my own had they been delivered properly. Consequently, one of the trailers was left sitting on the street for 3 weeks before it was picked up, taking up a much-needed parking spot in a highly populated area which I am sure did not make the locals very happy.

I contacted the corporate office and filed a complaint and was told that they would contact me in 24 hours or less. To this day, I have not heard from them.

I received an email stating that I was given a $50 credit for the lateness, of which no credit was ever given. I responded to the email and stated that the credit was not applied and again, no response.

I have done business with U-Haul for years and this specific location and the numerous incidences will keep me from ever patronizing them again as well as telling my story to everyone that I can.Desired Settlement: Beyond the $50 credit, which I have yet to receive, a much more sizable credit should be applied. This was much more than an inconvenience, it was breach of contract!

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and was able to reach an amicable resolution. A refund for $143.35 was issued as an adjustment on his move back to his [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

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: U-Haul Rental # [redacted]

U-Haul Customer Action File # [redacted]

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

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

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

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

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

Sincerely,

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

Business

Response:

December 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

Business

Response:

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

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

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

A handwritten note is not acceptable.

Business

Response:

March 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

March 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On March 17, 2015 I went into the Uhaul store and reserved a 26 ft moving truck for Saturday March 21, 2015. The girl who did my reservation, [redacted], did not inform me that there was a $105 deposit required. When I arrived on Saturday to pick up the truck, [redacted], the store manager, informed me of the deposit. I told him I knew nothing about it and wasnt sure if I had that amount in my account or not. He then told me instead of running my card as a debit card, to hit the red X on the card machine and run it as credit. He said then it would only "hold" $65 for the deposit. I used the truck and returned in a few hours later. Upon check in, another young man checked my mileage and gas and said I would only be charged $54.16. On Tuesday, March 24, 2015, my bank account was charged the entire $105.00 I immediately called customer service and got no where so I went back to the store location. Again this girl [redacted] was working. She tried to tell me I ran my card as a debit card and I know I did not because I did not want to be charged $105. She told me it didn't matter and rolled her eyes at me. I told her it DOES matter because it's MY money not hers. I repeatedly asked her to get someone on the phone to help me, either the store manager or corporate office and she refused. She finally did give me the store manager [redacted]'s number and I called him while in the store. He told me my bank would eventually refund my money. I DID NOT give them permission to charge my account $105! They did this in the past with my storage unit, taking money out of my account without my permission. IT IS THEFT! I plan to file theft charges against them for this. I was told the deposit was going to be $65 when my card was ran as credit not debit and that it would only be "held" until I returned the truck. I was never told I would be charged that and maybe someday get a refund of the difference. I will also be filing a complaint with the FTC and hopefully this store will be out of business with their shady practices.Desired Settlement: After dealing with Uhaul unlawfully taking money from my account repeatedly, I want a full refund of my money for my hassles and I want a full apology from both [redacted] and [redacted].

Business

Response:

March 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate U-Haul processed the charge and the credit on the same day, March 21st, to Ms. [redacted]’ [redacted] account. However, a bank has up to 30 days to post the transaction to the account. Our GM for our U-Haul Moving and Storage of Elyria, [redacted], advised our office he personally handled Ms. [redacted]’ truck rental and she used her card as a debit transaction. Mr. [redacted] explained to Ms. [redacted] how the refund would take place. Ms. [redacted] went as far as to pause the rental and checked the balance of her bank account on her phone. The total amount collected was $54.16 for the rental.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The GM is NOT telling the truth at ALL!! I told him I didnt think I had that amount in my account. He told me specifically to hit the red X on the credit card machine so that it would run as a credit card and NOT my debit card and would only hold back $65 and NOT $105. I did NOT check my account balance on my phone at all! That is a blatant lie! When I can into the store to complain about being charged the way I was, at that point I brought my checking account up on my phone and showed the girl [redacted] and another young man that was in the store working what my account had been charged and that there had been NO credits back to my account. Never did I check anything on my phone when I first rented the truck. The people who work at that store of deceitful and dishonest! No one ever explained to me when I scheduled the truck with [redacted] that I would be charged an expensive deposit. And when I rented the truck I was told BY THE GM that they would only "HOLD" $65 until I returned the truck and then my card would only be charged the money that I actually owed. These people are the worst type of business people. They lie and cheat and did NOT have permission to take money out of my account that I did not authorize. They try to say they have a signed contract but what they do is make you sign on a credit card machine with a plastic pen and you arent even able to see what it is you are signing. I ASSUMED I was signing for what the GM [redacted] told me I was signing for. Little did I know they pulled a bait and switch and it was all a lie. SHADYYYY practices. I want a full refund!!!!!!!!!!!

Regards,

Business

Response:

April 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Dear [redacted] I am responding to your Revdex.com Concern. A review of your traction was done, along with interviewing all employee involved in your tranaction. The tranaction was completed as per U-Haul policy. The contract [redacted] made on 3/17/2015 show a debit charge of $ 105.00 requiring the customer to enter a pin. The amount is shown on the screen prior to obtaining approval. The In-Town Rental (Out) contract shows a debit transaction. The contract is signed by [redacted]. The In-Town Return (In) contract shows a credit to your Debit Card ending in [redacted] for the amount of $50.84. As our contract states "U-Haul immediately issues and processes debit and credit card refunds. Federal requlations allow banks up to five days to process refund requests. Credit processing delays are caused by a customer's issuing bank that takes advantage of this regulation." In conclusion no additional compensation will be given. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. Please accept our sincere apologies, and we look forward to serving you in the future.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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

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

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

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

Business

Response:

August 28, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

June 27, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

July 9, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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

Business

Response:

August 31, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

November 20, 2012

Thank you for your

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

Mr. [redacted], our Area

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

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

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

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

record with U-Haul.

We continue to be

committed to providing our customers with the highest standards of

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

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I went to rent a truck or van from uhaul. I do not have a credit card. I choose uhaul because of this information which is listed prominently in their FAQ on their website. There was also extensive advertising in print, radio, signage and TV regarding not needing a credit card to rent a vechile. The FAQ clearly states:

"Do you need a credit card to reserve or rent equipment?

Making a reservation online requires a credit card, but you are not required to use a credit card when paying for your rental. We accept American Express, Discover, MasterCard and Visa."

However, the bait and switch becomes clear once you actually go to their location. Once there it turns out that you are unable to rent any of the cheaper options. In fact, the only options available are 17 feet or longer, cost at least double the price in up front costs and likely triple or more the cost in fuel. It is a classic bait and switch scam. I spoke to the general manager and the district manager who all confirmed that this was uhaul policy. All insisted that correct information was given on the website and refused to even investigate.Desired Settlement: I would like to see regulatory fines leveled against this company. This has been a long standing business practice of uhaul and they show no signs of complying with honest advertising standards. I would like a written apology and I would like the service to be delivered AS ADVERTISED. I would also like to see uhaul make a public admission of this bait and switch and offer restitution to those they have scammed using this tactic.

Business

Response:

December 20, 2012

Thank you for your

concern for our customers Mr. [redacted] and [redacted], whose name

actually appears on the rental agreement.

Ms. [redacted], our

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

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

attempted to reach Mr. [redacted] by phone but stated the call goes

straight to voice mail that states he is not available and then

disconnects. She instead sent them an email requesting a call back

in order to personally address their concerns. She included her

telephone number and hopes to hear back soon.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: After renting a U-Haul truck we drove it approx. 7 miles to the place we were moving from. We backed the truck into the driveway, turned the truck off to check how straight we parked, got back into the truck and it would not start. We tried it several times and it would not start. We contacted customer service who ran through a process to see if doing these things, the truck would start. It would not start so they dispatched road-side assistance, who also tried to start the truck, and again it would not start. The tow truck driver jump started the truck and said we should let it run for about an hour to charge the battery and he believed the battery was probably bad. We took the truck back to the U-Haul center and arrived within 3 hours of the time we rented the truck. We asked for a refund because the truck broke down as soon as we shut the engine off and had run out of time to move on that day. The general manager at the U-Haul center refused the refund. He started the truck and said that it was impossible that the truck was to blame and that it must have been user error. The truck started because it had been charged up at that point. The general manager treated my fiancee and myself like we were is and that he didn't believe anything was wrong with the truck even though road-side assistance had to be called to get the truck running. We asked him to contact U-Haul customer service regarding the issue and he refused. We were charged $60.86 just to drive the U-Haul truck 7 miles, have it break down and have a technician get it running again, and drive it 7 miles back to the U-Haul center. The truck was in poor operating condition in addition to the dead battery. We received a bad product, horrible customer service, and had to pay for it.Desired Settlement: I would like the full amount that I paid U-Haul refunded to me. That is $60.86. We paid for a service that we could not use due to their truck breaking down. We were offered a different truck, but did not have the time to move at that point and we were treated poorly so we did not want to have anything further to do with this company.

Business

Response:

January 3, 2013

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

Mr. [redacted], our GM or our U-Haul Moving and Storage at N. [redacted], followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was offered an alternate truck or an extension on the rental to complete their move but both offers were declined. He explained the truck was maintained and had just come back from the shop for a preventative maintenance. He believes either the lights were left on or the gear shift was not fully in the park position for the truck to not start. Mr. [redacted] completed the contract but did not charge for the missing fuel. A refund for $49.29 was issued back to the [redacted] account on file. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On saturday the 5th of January I made a 130 pm appt for my wiring to be installed on my tow hitch I drove my vehicle 1995 Nissan Pathfinder 4x4 their gave them the keys signed for the approved work to be done this was only wiring for my trailer lights the General Manager [redacted] started and drove my completely working and operational vehicle placed it on the car racks to install the wiring for the trailers lights on the rear of the vehicle after this my car wont start he told me it was fuel pump so I had tow truck take it out of the to be repaired after mechanic looked at the fuel pump he said it works fine theirs some kind of electrical problem with the installed wiring says mechanic I have called U-Haul several times spoke with several different employees they seem to not care and want their insurance claims to handle it rather then fix or undo this I am trying my best to resolve this but I am getting no cooperation at all but to call their insurance I have called them and filed a claim as well my claim number with their insurance is ###-###-#### insurance adjuster is [redacted] extension number [redacted]Desired Settlement: I want to be paid back for the damages they caused to my vehicle and want my vehicle the 1995 nissan pathfinder fixed and them to pay the whole cost and I want a written apology for this actions caused by their company

Business

Response:

January 11, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West Sacramento, followed up on the information Mr. [redacted] provided. She informed our office she was sending Mr. [redacted] an email to explain that all claims for hitch/wiring installations and any subsequent damage to the customer’s personal vehicle are handled through [redacted] Insurance Company. An investigation will be done to determine a resolution. She added that they are always concerned of any allegations of damage caused as a result of their actions and is confident [redacted] will properly handle Mr. [redacted]’s 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

Consumer

Response:

I [redacted] have not been reached by their insurance and they have hung up on me repeatedly every time I call I have spent 300 dollars fixing their mistake I would like to be reimbursed for this $300.00

Business

Response:

January 15, 2013

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

Mr. [redacted], a Supervisor for [redacted] Insurance Company, reviewed the information Mr. [redacted] provided. He advised our office he spoke to Mr. [redacted] and sent him a follow up email on their conversation. Mr. [redacted] explained his office was presently investigating the incident and per their conversation, Mr. [redacted] will email a detailed statement of the incident and verification of the $300 repair to his vehicle. Mr. [redacted] included his telephone number if there were other questions and mentioned that their investigation at this time is incomplete, therefore, he is not in a position to discuss the settlement of the claim.

Thank you for forwarding Mr. [redacted]’s additional comments to our office and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: Moved into the storage unit on 30 December 2012 after being scammed. December 30th 2012 to January 30th 2013 was supposed to be which it was. I was able to find a new residence and will be moving in on Feb 7 2012 and requested to pay the rent for the storage up to Feb 10th. U-Haul refused to honor the request and charge my credit card $100.00 still. Even after calling a speaking with a corporate customer service department no action was taken and the Representative was very sarcastic.

Product_Or_Service: Rental Storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my credit card refunded the rent amount for February 11th to the 28.

Business

Response:

February 6, 2013

Thank you for forwarding Mr. [redacted] storage concerns to our office.

Ms. [redacted], our Executive Assistant, for the U-Haul Company of Charlotte, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email in response:

Dear [redacted], Thank you for the opportunity to address your concerns regarding your storage rent. Please know that since you are not the primary account holder, I cannot discuss the details of the account. However, I have copied and pasted part of the storage agreement that was signed by the account holder. Please refer to the highlighted area which states we do not refund for unused days. U-Haul does not prorate their rental periods. We apologize if you were not made aware of this by the primary account holder. The account is currently paid through 02/28/13. Please let me know if you have any further questions that I may be able to assist you with. We appreciate your business. Thank you, [redacted] Executive Assistant ###-###-#### MCO [redacted]; ext [redacted]:::::::::::::::::::::::::::

Attention • This is a month-to-month lease. The term of this tenancy shall commence on the rental agreement date written, and shall continue thereafter on a monthly basis. Rent is payable in advance of the rental agreement date specified. U-Haul is not a bailee of customer`s property. U-Haul does not accept control, custody or responsibility for the care of property. Customer shall notify U-Haul immediately, in writing, of address or telephone changes. Customers must provide their own diskus style lock (only one customer lock per room). U-Haul may, but is not required to, lock the space if it is found open. Rent paid in advance is considered prepaid rent and will be refunded upon vacating. There is no refund for unused days if you vacate after the rent due date of the current month. U-Haul reserves the right to change storage room rates with 30 days prior written notice to customer. It is your responsibility to pay on or before the due date. Free self-addressed payment envelopes may be provided for mailing rental payments. U-Haul has the right to establish or change hours of operation or to proclaim rules and amendments, or additional rules and regulations for the safety, care and cleanliness of the premises or the preservation of good order at the facility. Customer agrees to follow all of the U-Haul rules currently in effect, or that may be put into effect from time to time. Customer`s access to the premises may be conditioned in any manner deemed reasonably necessary by U-Haul to maintain order on the premises. Such measures may include, but are not limited to, requiring verification of customer`s identity, limiting hours of operation and requiring customer to sign in and sign out upon entering and leaving the premises. Customer understands all sizes are approximate.

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.

U-Haul will have a storage that is going to be empty for the rest of the month of Febuary. The notion that a company is comfortable taking money from a custormer for a service that is not being provided really does not sit well with me.

Regards,

Business

Response:

February 15, 2013

Thank you for forwarding Mr. [redacted]’s additional comments to our office.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], informed our office she sent Mr. [redacted] another email thanking him for his feedback and that she issued a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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

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

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

Business

Response:

April 30, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: To whom it may concern,

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

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

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

Business

Response:

August 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

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

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

Sincerely,

Executive Assistant

U-Haul International