J.R.J. Tara Corporation

Review: I rented a 10-foot moving truck from a [redacted] U-Haul rental location, and while operating the truck it had an engine issue and was unsafe to drive. I immediately contacted U-Haul regarding the matter because the truck was unfit to be driven back to the [redacted] on the highway. I was instructed by the central offices of U-Haul to return the truck to the [redacted] location, since it was the closest location to where I was moving to in [redacted].Upon arriving at the location, I was questioned about the cleanliness of the truck, which was filthy when I picked it up in the first place. I explained that the trucks check engine light was on, and that it was not operating correctly to the customer service manager [redacted]. He ignored my concerns and told me that my choices were to either endanger myself and drive the truck back to [redacted] until it breaks down, or pay a plethora of additional fees for returning the truck to his location instead of back to [redacted]. I pleaded with him, explaining that I did not feel safe driving the vehicle and even offered to pay the adjusted one-way rate that I would have paid if I set up my contract to drop the truck off at his location, but he vehemently declined and laughed at me. After a bit of back and forth, he proceeded to close my contract, added the additional fees, charged my credit card on file without permission, and told me to leave.I'm currently in the process of disputing the charges with my bank, and placed a complaint with U-Haul regarding [redacted]'s unwillingness to honor the instructions of his central offices. This type of rude, and frankly irresponsible service that endangers customers is totally unacceptable.Desired Settlement: I am still only requesting the difference between what I was charged versus the one-way rate, the same deal I offered to Santiago. The one-way rate would have been $123. He charged me $268.44. The difference, and my requested refund amount, is $145.44. I've spoken to Santiago after the matter and he has held to his stance that he will not be refunding me any money. My bank is also currently awaiting a reply from him in regards to refunding my money, but he has not contacted them back either.

Business

Response:

August 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and offered her apology for the inconvenience he experienced and addressed his concerns. A refund for $129.56 was issued back to his [redacted] account as an adjustment on his rental. 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 made a reservation with haul to rent a truck. I was made an offer of $102 for the first day of rental and $40 for additional days. I reserved the truck for 2 days. I was offered a price of $.4 a mile after 50 miles. I put 604 miles on the truck. The total for the rental alone was offered to me at $142 for 2 days, $5 environmental fee, $28 insurance fee for a total of $175 without tax. There was a total of 554 billable miles at $.4 a mile making a total of $221.6 for the miles. The grand total was supposed to be $396.6 without tax…$436.26 with tax….. I returned the truck where the sales person told me to return it, the same place I rented it from… They were closed when I returned the truck, so I put the key in the drop location with all the other keys from other renters. They were supposed to check the truck in the following morning but they didn't until I called 3 times. When they checked the truck in, they completely changed the contract and charged me $1.19 a mile making the total of the whole transaction $884.16… I complained and they said they would refund me $299. I was supposed to get back somewhere near $450… The manager refused to give me a new invoice to reflect exactly what he charged me for. He says I will get $299 back and so I require a new invoice correctly reflecting exactly what I was charged for… There is a big difference in what I contracted to pay and what I actually paid…Desired Settlement: I would like to pay what I was offered… I was offered a rental for $175 when I made my reservation and miles at .4 a mile totaling $221.6.. The grand total with tax was supposed to be near $436.26.. I was charged $884.16. I want my money returned and a correct invoice reflection the actual cost after the "refund" he already gave me which I have yet to receive. I was overcharged $447.9. I want that much money returned to me… My reservation # was 98062429. They recorded all the conversations they had with me, so it is easy to see I am not misrepresenting the situation… Uhaul folks, go listen to your audio recordings so you can honor the offer made to me please… With the refund of $299, my rental total is $585.16. I want an invoice or itemized receipt for those charges. How did they come up with that #? I want to know please, if I am going to be charged that amount ...

Business

Response:

August 25, 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] Regional Office, followed up on the information [redacted] provided. She informed our office, in addition to the refund for $295.44 issued to [redacted]’s [redacted] account on August 23rd, a supplemental refund for $201.72 was issued back to the same [redacted] account on August 24th. Both refunds 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 been trying to get my refund. I was told that it went thru the bank that was close for week. I spoke to [redacted] and the funds never received.U-Haul gave me a merchant number of [redacted] and also a refund # of[redacted]. I am fed up with all this running around. I want action. I waited to long for this refund. I want it like yesterday.Desired Settlement: I want this refund of 160.00 now. Or I want 1000.00 dollars for my trouble and financial hardship.

Business

Response:

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

Our records indicate a check for $160 was issued in the name of [redacted] on August 19th and cleared the bank on August 26th. I apologize for the inconvenience Mr. and Ms. [redacted] experienced for the delay in receiving the refund.

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 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,[redacted]

Review: UHAUL GENERAL MANAGER WILL NOT GIVE REFUND THAT HE PROMISED. HE STATES I RECEIVED IT AND I HAVE NOT RECEIVED ANY REFUND.

I HAVE FILED SERVERAL COMPLAINTS AGAINST [redacted] AND UHAUL BEGINNING ON JULY 7,2014. GENERAL MANAGER [redacted] AGREED TO GIVE ME A REFUND OF 170.00 WHICH I NEVER RECEIVED. HE CONTINOUSLY LIES TO ME AND OTHER REPRESENTATIVES OF UHAUL THAT HE HAS ME ON SURVEILLANCE RECEIVING THE REFUND ON JULY 9,2014. I ASKED FOR A COPY OF THE SURVEILLANCE AND [redacted] LIED THAT HE WOULD EMAIL IT TO ME. I HAVE EMAILED THE VICE PRESIDENT OF UHAUL AND NO RESPONSE. I BELIEVE THAT [redacted] STOLE THE REFUND AND NOW TRYING TO COVER IT UP. I WILL BE REPORTING THIS TO [redacted] IF THIS NOT RESOLVED.Desired Settlement: I WOULD LIKE A REFUND OF 170.00

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $270, which she should receive 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

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 July 26, 2014, I rented a U-Box at U-Haul’s [redacted]. location, at [redacted] (the “[redacted] U-Haul”). A U-Box is U-Haul’s equivalent of a “PODS” unit, i.e. a cubical storage unit intended for storing items for easy transport. At that time, I loaded most of the contents of my apartment into the U-Box, and returned it to the [redacted] U-Haul for them to store it until such time as I was ready to have it sent to my new residence, in Baltimore, Md.

I then moved the rest of my things into another location in [redacted]. My lease on my old apartment ended July 31, but I needed to remain in the area another month, and had managed to find someone willing to rent out a room in their home for that month, the month of August. Upon packing up to leave that room, I found I had too many things to transport out of the city. I needed to put some more things in my U-Box.

I went back to the [redacted] U-Haul on August 23 at about 11:00 AM, arriving to the head of the line at about noon. When I explained my request to the person at the front counter, he told me that they were too busy to prepare my U-Box for me to load in my additional items. He told me they would have it ready by 4:30 PM, and he would give me a call when it was ready. I thanked him and left.

At 4:30 PM, not having heard back, I called the [redacted] U-Haul to find out what was going on. My call was routed to a call center, despite my having called the [redacted] U-Haul directly. The call center employees explained that this was standard procedure when a location became busy. I explained my situation, and various call center employees attempted to help me. However, they were unable to get in touch with anyone at the [redacted] U-Haul. At one point, one employee thought she had done so, but it was in fact someone at a U-Haul location in Ann Arbor, Mich. Then I had to call back and start the process of explaining all over again. Finally, a supervisor at the call center put me in touch with someone who was able to give me the cell phone number of the general manager of the [redacted] U-Haul. I called that number and got his voicemail; I left a message, and never heard back. In all, I spent perhaps one and a half hours on this matter, with no result.

I moved out of [redacted] the following day, August 24. Because I could not access my U-Box, for which I am paying a monthly rental fee, I had to abandon the items I had planned to put in my U-Box. My (now former) landlady has them, and she is potentially willing to mail them to me (the items consist of seven books). Since this is U-Haul’s fault, I think they should pay for the postage, and in fact I think they should pick up the items from my landlady and mail the items themselves. However, I have still not heard back from the general manager or indeed from anyone at U-Haul. It appears to be a waste of time to try to call the [redacted] U-Haul, because whenever I do I seem to just get sent to the call center, and the call center employees insist that only the [redacted] U-Haul can issue any credits or refunds on my account, because that’s where I rented the U-Box. That seems like a very dishonest sort of business practice.

In any case, I am presently without those books, which are my property, because of U-Haul’s behavior. Unable to get satisfaction though U-Haul, I am filing this complaint.Desired Settlement: Per the above, since this is U-Haul’s fault, I think they should pay for the postage, and in fact I think they should pick up the items from my landlady and mail the items themselves.

Business

Response:

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained that he had one box of books. She was going to the location to take pictures of the box and bring it back to the U-Haul Center to have stored in Mr. [redacted]’s U-Box. Ms. [redacted] stated she would make sure it was secured and then take more pictures and mail them and the keys to Mr. [redacted]. Mr. [redacted] accepted this 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 reserved a trailer through UHaul for July 25, 2014 one week in advance. I went to the location [redacted] to get the trailer and they did not have one on hand. They have a reservation guarantee and if your reservation is not there they will issue a $50 check for the trouble. The manager refused to fill out the paper work and told me I would have to wait until the next day to get a trailer. I told him no that I reserved it for today (July 25) and I want it today. He sent me across town to get a trailer that he signed in (out of company procedure) and issued that trailer to me. I called the Uhaul 1800 number and it is now September 8th and I have called multiple times and wither been hung up on or I was told you will hear something in a few days. I have been through this battle to long and I need help getting what I am owed. Last time I spoke with UHaul I told them I was also going to press the issue of me getting a refund of the trailer rental onto the credit card that was used at the time. They will not return calls or issue any kind of check and I want now the $50 and the $33 for rental.I will never use Uhaul again! Desired Settlement: $50 reservation check (for not having reservation on hand)$33 refunded back to credit card used for trailer rental Please call to discuss more ###-###-####

Business

Response:

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

[redacted], our Field Manager for our Charlotte Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] advising him of a refund for the $50 Reservation Guarantee Fee he issued to his [redacted] account on August 6, 2014. If Mr. [redacted] has further concerns, he can contact Mr. [redacted] to discuss.

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: 8/22/14 I contacted Uhaul to arrange an install for a camper trailer hitch. I was scheduled for 8/26 by the installer himself. He ordered the part with 2 day shipping for the install. I at that point made reservations to go camping from 8/27 through 9/1. On 8/25 I was called and informed by the installer stating that he would not be available that day and could hot do it until 8/28 and at that point I decided to pick up the part and install it myself. On 8/26 I tried calling several times to see if the hitch had arrived but no one would answer the phone. I left work early to go directly to the store and waited in the store for 15 minutes because there was no one around. The girl looked for the package but said it did not come in. She said possibly there would be another delivery at 5. I tried calling after 5pm and no one answered the phone so again I drove to the store to check on the part. Keep in mind the store would not answer the phone and customer service passes you around the world and basically just messages the store. This was done all day long!! After waiting inside again for 10 minutes because the girl was outside moving around vehicles she came in. She looked on the computer and advised it has still not come in. When I advised I tried calling all day she advised she was busy. On 8/27 I contacted the store Manager and he was going to check on the delivery and call me. I did not receive a call until 8/28 after 2pm that the part would not be in. We left for NH trip figuring we could use a tent the first and return with the camper the next day. However the campground advised us they were an RV only campground and we ended up having to get a hotel room for $65 also loosing the $55 sight we had reserved. 8/29 we waited until 130pm to hear of a status of the delivery trying to call the store again. Contacted customer service and they advised the Hitch would be in by 3. Which means another paid reserved night lost. Now leaving no time to install the hitch and travel tonight.Desired Settlement: $51 gas cost for the extra drive to come back and get the camper hitch.$120 lost payment for reservations. Total $171.00Customer service was horrible. When contacted I talk to girl told her my issue and all of the sudden I was on hold. No indication that she was transferring me.

Business

Response:

September 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr [redacted], I have been authorized to grant you the reimbursement of $171.00. I will issue to the card I have on record. Sincerely [redacted] EA Uhaul of RI ###-###-####

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: The company location as twice overcharged me for two UBox storage units. The first time was eventually resolved after hours of my time and numerous phone calls to customer service and finally regional management. The location never answers their phone.

This time is similar to the last; I have called multiple (4x) times and the location does not answer the phone. Customer service has messaged and called the location without response. The total overbilling was $575.70. They did refund $170.90 (I was not contacted about this either) but an additional $404.80 remain overcharged and unfunded as of 12/31/14. I am told by customer service that only the location can correct my billing issue. I have left a message with the regional management about my complaint.Desired Settlement: I require a refund for the remaining about of $404.80 (as of 12/31/14). For the sake of the business, they should have a direct number at the location for the company to contact the manager and the location needs to answer that alternate line. Given that this is the second time it's happened, and the time required on my part to continually hound them to fix the issue, a reputable company would probably refund at least a month of the rental or offer some compensation for their error. I don't expect such compensation.

Business

Response:

January 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Ithaca, followed up on the information Mr. [redacted] provided. He spoke to Mr. [redacted] and advised him of an additional refund for the requested amount of $404.80 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution satisfactory to me. The business has completed the stated resolution and I consider this complaint resolved.Regards,[redacted]

Review: On Dec. 21, 2014 I([redacted]) removed my furniture from unite [redacted]. Myself, Mr. [redacted], [redacted] remove everything from the storage unite. I remove my lock from the unite and return their lock/key to them but I fail to get a receit. I recieved an email reminding me of the next payment. In Jan.2015 I called uhaul and spoke with someone about my account and they told me it was still open. I told them it had been cleaned out and I let the young man no at the desk!! so he said they will close the account. Uhaul continue to send me a reminder on next month payment and I call again and they said for me to come down. Yes I did return to uhaul march 31, 2015. The young man at the desk with long dredlock hair style assisted me. I gave him my name and I told him I am here to close my account. He said let me check to see if their a lock on it, he returned and said I still have a lock on it!! I told him I did not leave any lock on it, I said show me and we went and check the unit and their was 2 lock on it. I told him how could it be I still have my originald lock from that unite. those are brand new locks on their!! so he then starts to tell me well we can cut the lock off for 50 dollars and you also have to pay next month storage!!!I told him no!! Well I will have to get leagal advice..and I told him the credit card you are using does not belongs to me!! that is fraud!! I left the building and call 911/ the police came out/ I told him what happen we went in to speak to the young man and he did not return to the desk so the police call the other desk clerk and had him to witness the statement the police wrote in my favor showing that I did come into their facility to closed out the account!! Even though the policeman said their was nothing they can do about my situation because the owner had to determine wether to close the account. so I called the uhaul main office then they start telling me I had abandon my unite and they will continue to charge me!!!! So please Help, me s

Product_Or_Service: storage payments

Account_Number: [redacted] uniteDesired Settlement: DesiredSettlementID: Other (requires explanation)

Pleas close my account and stop using any credit cards that are being used for that account!!This is a scam!!! I no longer wish to do business with them now or in the near future.

Business

Response:

April 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She offered her apology to Ms. [redacted] and advised her of a refund for $332.85 that was charged to her friends credit card. The refund should post on her friends 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,[redacted]Executive AssistantU-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: In may I ordered a u-box from the u haul dealer in Huntington Station, NY. It was picked up early Thursday, 17th for delivery to my new address in Pennsylvania( Selinsgrove, PA) on Saturday, 20th.I was told the u box would be to the Pennsylvania address by 7:00am Saturday. I get up there with some friends to help he move the furniture and set up in my apartment. The delivery never shows up. Slept on the floor ( no bed) Saturday night, Sunday night. We are still waiting for delivery of my furniture. Finally my friends had to go home Monday morning to be at work in Long Island, NY. The U-Box showed up Monday. I had to unload the furniture alone, being new in PA. I didn't even have a neighbor to ask for help. It was very stressful. I called U-Haul and voiced a complaint. (The fee for the job was taken from my charge and I couldn't hold back any money.) U-haul said they would review the complaint and I would receive partial reimburstment on this delivery. My complaint #with u-haul is [redacted] I was to here from them in a few days. I never did my mom called again on June 6th and registered a second complaint. I still never heard anything from the company in regard to partial reimburstment. My order # was [redacted]. It was a very difficult 3 days and then the week after just trying to lug the furniture up to the second floor, alone, so I could finally sleep on a bed. Please help me with this matter. You can contact my mom [redacted], [redacted] while I am in Pennsylvania and call me on my cell###-###-#### Thank you!Marc [redacted] and [redacted] ( his mom)Desired Settlement: partial reimburstment of the fee. The company did not hold up to there end of the deal.

Business

Response:

June 29, 2012

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

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Mr. [redacted] provided. He corresponded with Mr. [redacted] by email and they were able to reach an amicable resolution. A refund for $260.00 was issued back to Mr. [redacted]'s credit card as an adjustment 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: Made a reservation for a rental truck for the 27 of July several weeks ago and to be picked up at 10 AM. I have to move today to [redacted] from Vancouver. I am now working in [redacted] and I have drived more than 660 Kms. just to move our stuff from vancouver to [redacted] but the U-haul truck is not available and they dont when they can give me a truck. The rent of my place in vancouver will end today a new tenant will move tomorrow.I have friends from [redacted] who came along with me to help me move and drive my family to [redacted] while I will be driving the truck.Desired Settlement: If they cannot provide a truck then they have to pay the place im renting and the time and gas that I drive from Quesnel to Vancouver and Back. and the stress that we have experience with me and the whole family.

Business

Response:

August 13, 2012

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

Mr. Horace Martin, our President for the U-Haul Company of British Columbia, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and confirmed he did receive a truck after a delay. The rental was discounted by $75.00 as an adjustment. During the conversation the call was disconnected. Mr. Martin called Mr. [redacted] back but was unable to reach him.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I have contacted uhaul customer service several times over the course of a month in a half. I went on uhaul.com to reserve a truck. I originally was suppose to pick up from the Saucier,MS location on Saturday 7/14/12 but due to the weather I postponed the pick up until Thursday 7/17/12, which was the reason for my first credit. On Tuesday afternoon I received a call from customer service stating they had a truck at the Gulfport location and I opted to pick up there. Later in the week I noticed my credit card was charged twice at both location for the same amount. I contacted customer service and was told they did not see both charges. They inturn asked me to send in my bank statement showing the charges. I did just that and had not heard anything from the manager working on my case. [redacted]. I have called back several times speaking to someone in customer service never able to speak directly to her. They suggest I contact my bank because there isn't anything that they can do. They have never tried to contact the locations to find out what is going on that I know of. Uhaul has not been very helpful in trying to get me my refund nor do they seem concerned. As I stated the manager working on my case has not tried to contact me at all and when I try to call her she is never available. I will never rent from uhaul again. I will find another service.Desired Settlement: I was charged double the price for one rental truck. I would like to be refunded for one of those charges in the amount of $184.37 immediately. It has been over a month and I have yet to see my money back.

Business

Response:

September 4, 2012

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

Our records indicate a charge for $184.37 was applied to Ms. [redacted]'s Master Card account on July 14th from our [redacted], MS U-Haul location, then they issued a credit for $184.37 on the same day. On July 17th our Gulfport, MS applied a charge for $184.37 to the same Master Card account. Ms. D[redacted], a Senior Customer Service Agent, emailed Mrs. [redacted] exactly what we are showing on our end, two charges and one credit. In the end there is only the one charge. Ms. [redacted] suggested Mrs. [redacted] call our Customer Service Department with her bank on the line to confirm all transactions. When she calls in she can provide her Reference Number, [redacted], and any Agent can pull up the file and assist 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

Review: Rented a 26'truck and trailer. Brake warning lights came on 120 miles later. Called for roadside assistance. Came and diagnosed problem. Offered to tow truck and trailer to destination 250 miles away or provide a different truck the next morning at 8:30. Declined the tow as it would cause damage to our goods due to angle. By 9 a.m. the next day no one had come so had to call for help again. It had never even been reported that we had a breakdown and were needing a new truck. At 11 a.m. 3 men from a tire company 40 miles away came with a different truck and to help unload and reload everything. Started up the new truck and the oil light came on. Had to put in 3 qt. oil. Had a 24 hr. delay, night in a motel, food, extra gas as we had filled 2 trucks by now. The local rental companies were great to work with. They made sure we were well cared for and were able to reimburse us for all but $30 of it. Called customer service upon our arrival expecting them to discount us substantially. We understand breakdowns occur but we are unable to comprehend why a company would give such horrible customer service -- gave us initially a truck with brakes that failed, gave us a second truck without sufficient oil and poor suspension, sends out someone to diagnose the problem who promises to send another truck but did not even bother to communicate our need so no one showed up as promised.In speaking with customer service they offered to give us a credit for a future rental of $150 or credit of $100 (this includes the additional $30 as a reimbursement for gas, so is really only $70 for all the inconvenience). Of course, we did not want the $150 as we have no intention of ever renting a truck from UHaul again. Interesting that they were willing to tow the truck for $3,000 but unwilling to give us more than $70! They offered to reopen the file after speaking with them. Called today. Never reopened it. Another promise unfulfilled.Desired Settlement: Would like more than $70 settlement towards the $902 truck rental. If they were willing to cover $3,000 for a tow why are they not willing to refund more than $70 of our rental? Also had damage to sofa and chair due to having to reload. Nearly impossible to pack in the identical manner and get all in safely.

Business

Response:

September 6, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Nebraska, followed up on the information Mrs. [redacted] provided. He informed our office he contacted Mrs. [redacted] and offered his apology for the inconvenience she experienced and advised her of a refund in the amount of $186, which includes reimbursement for extra fuel costs in addition to an adjustment on her rental.

Our records also indicate a credit for $199.51 was issued back to Mrs. [redacted]'s Visa account on August 15th to cover her extra lodging and fuel expense. An additional credit for $100 was issued to her Visa account on August 17th as an adjustment on her rental. The credits should post on her next credit card statement if not already.

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: Friday August 31, 2012-When we picked up the U-Haul truck it was damaged all over. I wasn't sure we should even take the truck it looked so bad. We were never given a damage report but were assured by the man who walked around the truck with my husband that all of the damage was documented. My husband drove the truck as he is a licensed CDL driver. We returned the truck Saturday evening by putting it in their (U-Hauls) Return Lane and the key through the key return slot as it was after 10pm. I missed a call at 9:24am the next morning (Sunday) from U-Haul and when I tried to call back, I was immediately placed on hold and then disconnected three times.The fourth time (approx. 11am) I called, I finally got to speak to someone; the person asked me if I had returned the truck? I told him it was parked in their return lane and that we put the key in their rental key return slot. He asked me to hold, when he came back on the phone he said they did have the truck and thanked me for calling. Received a call at 11:30 am; it was U-Haul stating we had returned the truck with damage. They said there was a lot of damage and wanted to hear our story. I told him we did not damage the truck we returned the truck in the same condition we had received it. They billed my credit card for damage any way.My husband and I went in to the U-Haul store on Monday to speak to a manager.The manager said they would never send a truck out with the damage it had now so we must have damaged the truck. It is our word against theirs. When we offered to get WGAL(local TV) involved the manager said we were threatening him and we would have to leave or he would call the police. We left and filed a complaint with U-Haul corporate and have still not been refunded for the damages billed to my credit card.Desired Settlement: I would like the damage charges removed from my credit card and an apology from U-Haul for all of the inconvenience. This was supposed to be an easy "Local" move but has become anything but!

Business

Response:

October 3, 2012

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

Our records indicate a credit for $48.05 was issued back to Ms. [redacted]'s Master Card account on September 13th. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was erroneously charged for damage to a truck after returning the truck and receiving a clear report of no new damage. After receiving the telephone quotcall this numberquot run around from U-Haul, I was instructed to return to the rental site, which is twenty minutes from my home and/or office. The representative at the counter told me, quotI donapost know why the customer service person on the phone said to come in. There is nothing I can do.quot Finally, after hours of phone calls and about 30 minutes in the store dealing with a named Regional Manager ([redacted], who I was later told was not a regional manager), I finally got the damage charges refunded. I requested a refund of all my money (balance of about $120) as I have lost time on the phone with U-Haul for their error, lost time at work to go to the U-Haul office (which I was told I had to do so in order to resolve the problem, only to find out that was not true either), lost gas for driving to the office again (which we all know is expensive), and their erroneous damage charge caused overdraft fees in my bank account. Again, after days of calling and trying to talk with the manager ([redacted], who was on vacation when everything first occured), a cust serv rep from the store (which I found out was another dishonesty) told me to contact national cust service. I called the national center and was told a refund would be issued. Later that evening, [redacted] called me and told me they would refund only the overdraft fees if I submitted my bDesired Settlement: I would like the $120 refunded to my account. I will not accept store credit as 1) U-Haul is a specialty store that is not part of daily life use so the store credit has the probably of expiring before I use it, 2) store credit does not put gas in my car, adn 3) I have not intention of using U-Haul again after the way they have mismanaged my account and offered such poor customer service.

Business

Response:

September 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Riverside, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She relayed that he was not willing to send in bank statements verifying overdraft fees but is requesting a refund for the entire rental. Ms. [redacted] explained that since he did use the U-Haul equipment and completed his move, a refund would not be issued 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

Review: Got a quote from Uhaul to install a complete trailer hitch onto my truck. Booked appointment for Saturday (week 1). I showed up to the scheduled appointment and was told they did not have the parts in (this is after I received a call mid-week confirming the parts were in and that I would be at the scheduled appointment). I was told the parts would be in on Monday, so I scheduled an appointment for the following Saturday (week 2).I arrive at my scheduled appointment and the install begins. After 1.5 hours I am told that the they have the wrong hitch. For my troubles with this order, they tell me they will not charge me for the labour to install hitch. I make another appointment for Saturday (week 3.Week 3 comes and my wife brings the truck in. They not only charge her for the labour to install the hitch, but they fail to put a ball on it, so essentially the install is still not complete. After many calls to get this situation corrected, my wife brings in the truck mid-week. They give her ball (literally, they did not install the thing) and charge my wife for the ball. This was included in my original quote.

Product_Or_Service: Trailer Hitch & InstallationDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for the company to credit back the labour charge for the hitch install and credit back the charge of the ball (as this was included in my original price and was not an additonal item.

Business

Response:

July 5, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern ON, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email explaining he was not charged for hitch labor, only labor for the wiring installation. Ms. [redacted] relayed that the hitch quote did not include the draw bar and that Mrs. [redacted] returned a few days later to purchase the draw bar and hitch ball. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 and tape. We also sell permanent hitches, propane and locks.

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 experience with U-Haul was the worst customer service experience I have ever had. I am not interested in a voucher for future business as I intend never to do business with U-haul again. A credit against the amount already charged for the draw bar would the least U-Haul could do to remedy the situation. Even that would not account for the time and expense incurred on my part having to drive to U-haul 4 times.

Regards,

Business

Response:

August 13, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern ON, reviewed the information Mr. [redacted] provided. She spoke to our GM of our U-Haul Moving and Storage at Taunton Rd., Ms. [redacted] regarding Mr. [redacted]'s recent comments. Ms. [redacted] reiterated that she did not charge Mr. [redacted] for the hitch labor and relayed that no further refund is warranted.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented a car trailer from the [redacted] Uhaul. The trail was either defective or the employee did not hook the trailer up properly and as a result we could not complete our tow and our 2 day old winch was damaged when the trailer came loose from the trailer hitch. The employee who disconnected the trailer from our truck said the trailer lock on the trailer was loose and warn. But I believe it wasnt tightened properly. I talked to the manager and all he did was make excuses to why it was not there fault. He said it was our fault because we did not double check to see if it was connected properly. The hitch failed within an hour of the pick up of the rental.Desired Settlement: I would like a refund for the rental and some compensation for the damage to my 2 day old winch.

Business

Response:

January 2, 2013

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

Mr. [redacted], our President for the U-Haul Company of Western MA and VT, followed up on the information Mrs. [redacted] provided. He informed our office he was aware of Mr. and Mrs. [redacted]’s concerns and has made attempts to reach them by phone with no success. He did receive a call back from Mrs. [redacted] and she asked him to call her home number but he received no answer or answering machine to leave a message. He relayed that he personally inspected the equipment involved and found no defects. He would like the opportunity to address their concerns and can be reached at his office telephone number, ###-###-####, or direct 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

Review: rented a uhaul trailer payed in full with cash. the tounge of the trailer broke and we began notifiying auburn location, finally went on line with chat line with uhaul. They helped us with roadside sevice an d they said they would be right out. we contacted them 2 more times and they picked up the trailer on 12-15-12. The auburn locations is saying they picked it up in our yard on 12/31 12 and charged us for 22 days on the credit card. The trailer was never there on the 31st. We live on the main street in town and the trailer was not seen by anyone because it was not there. they said they tried to call. My phone records prove they did not, they said they emailed again it was not the truth. Tell me if we did not call in for roadside asist how did they know the location where it was then? [redacted] says he picked it up at auburn I would like to know how he pulled it the tonge was broke off! We called several times for help with out getting it when we called road side servce. We filed fraud charges with the bank. they also show record of the knowledge of needing to be picked up I have ordered every of recorded and documentation from uhaul for my records. this location should be ashamed of the way they have treated us rude indignity disrespectful. $700.00 is a lot of money, we are disabled as well as up in years. should I call the police and file a report I don't know how to handle this? Please warn people of this we barely can make it on a fixed income and now this. SHAME on these placeDesired Settlement: I want this to be resolved. How would they know the location for pick up it was not on the contract what so ever If we hadn't not called for help? I believe we should be released from this untruth as well as the dishonest employees terminated someone has lied and I have plenty of people that can testify that trailer was not there after the 15th we had just buried my father and the trailer was rented to bring his things home. what a sad thing to do.

Business

Response:

January 10, 2013

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

Ms. [redacted], our Field Manager for the U-Haul Company of Southern WA, followed up on the information Ms. [redacted] provided. She informed our office she had attempted to speak to Ms. [redacted] on several different occasions and also sent an email requesting a return call but has not heard back. Ms. [redacted] did leave a message explaining she had the trailer checked out and it was found that the tongue of the trailer was not broken and has continued to be rented out without incident. She provided her telephone number if Ms. [redacted]/ [redacted] or Mr. [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

Review: We rented a uhaul from [redacted] uhaul it was supposed to be 29.99 plus .99 cents a mile. Bmy husband was asked how many miles it was between he said 20 but that didn't indicate the miles between so now we are over mileage because of something that wasn't explained to us. That was a extra 20 dollars. So now it was 29.99 plus 10 for a dolly plus 20 for the extra mileage. I tell the guy that its okay to run it for that he puts it on hold and it goes to the uhaul office and they charge us a extra 30! For being on hold.Desired Settlement: I am willing to pay the 29.99 plus 10 for the dolly plus the extra 20 for the mileage even tho it wasn't indicated for us. I believe they should pay for the 35.00 for the NSF they caused me. The 119.00 WAS never authorized.

Business

Response:

February 4, 2013

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

Ms. [redacted], our President for the U-Haul Company of Akron, followed up on the information Mrs. [redacted] provided. She informed our office that Mrs. [redacted]’s rental was on January 12th and the mileage fee on the truck she rented was .99 a mile. She estimated traveling 20 miles with the truck, but actually drove 44 miles. The total amount of the rental came to $89.81. Our U-Haul dealer attempted to charge their credit card for the rental but it was declined. The contract was put on hold until the 20th with no payment received from Mrs. [redacted]. The contract was then put on a Promissory Note. Please be advised that when a Promissory Note is sent for collection, a $30.00 processing fee is applied to set up the collection account. Since a credit card was on file, our Collections Department charged the card for the rental charges plus the processing fee, or $119.81. In the interest of customer good faith, Ms. [redacted] advised our office she would issue a refund for the $30.00 fee. The refund should post on their next Visa 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 against the U-Haul company is based on them releasing account information to a contact person who was not on the contract. The contact person received several written notifications, including a certified letter all addressed to the contact person containing all of the account information, name, address, unit number, actions that would be taken if account wasnt brought current and the balance amount. I called to speak with someone who stated they were from the corporate office about this matter and attempted to educate her on the FDCPA which advise [redacted]Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall --(1) identify himself, state that he is confirming or correcting location information concerning the consumer, and, only if expressly requested, identify his employer; (2) not state that such consumer owes any debt; (3) not communicate with any such person more than once unless requested to do so by such person or unless the debt collector reasonably believes that the earlier response of such person is erroneous or incomplete and that such person now has correct or complete location information; (4) not communicate by post card; (5) not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt; and (6) after the debt collector knows the consumer is represented by an attorney with regard to the subject debt and has knowledge of, or can readily ascertain, such attorney's name and address, not communicate with any person other than that attorney, unless the attorney fails to respond within a reasonable period of time to the communication from the debt collector. At that time I was advised, The notices come from their legal department in another state and they do not have to follow ** laws. However, all notices are addressed from either the local U-Haul facility or their "Corporate office" in [redacted]Desired Settlement: Company needs to be updated on the rights of the customer under the Federal Trade Commissions, "THE FAIR DEBT COLLECTION PRACTICES ACT" which states, [redacted]]Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall --(1) identify himself, state that he is confirming or correcting location information concerning the consumer, and, only if expressly requested, identify his employer; (2) not state that such consumer owes any debt; (3) not communicate with any such person more than once unless requested to do so by such person or unless the debt collector reasonably believes that the earlier response of such person is erroneous or incomplete and that such person now has correct or complete location information; (4) not communicate by post card; (5) not use any language or symbol on any envelope or in the contents of any communication e

Business

Response:

February 22, 2013

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of**, followed up on the information [redacted] provided. He assured our office [redacted] concerns have been addressed and resolved with [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