J.R.J. Tara Corporation

Review: I have been renting a storage unit from Uhaul for about 6 months. The day before yesterday I attempted to clear out my belongings. Once I began pulling stuff out, I realized that everything was either severely damaged or destroyed from mold and mildew. I went to the office to make a complaint and spoke with the GM, [redacted]. [redacted] informed me that there wasn't anything they could do because I had chosen not to pay for the additional insurance they offer. (The offered insurance does not cover mold/mildew.) He did say that I could attempt to file a claim anyway but basically sorry about your luck. I was renting an interior unit which was said to be safer than outside units. At no point when I began renting this unit did anyone suggest that insurance was important or that there had been a mold problem on this floor. The general manager never offered to look at the contents of my unit and did not seem terribly concerned. He told me there had never been a mold issue. I returned to my unit and noticed that at the end of the hall, they have a new dehumidifier. These are used to treat mold. I left and returned a few hours later to find a moving truck positioned by the hall door. I was told by the moving men that they were waiting for their customer to come back. She was in the office complaining of mold and they were not legally able to load her belongings because of the serious health issues concerning mold. I walked over to the office only to hear the General Manager, [redacted] saying the same thing in which he had told me which was that he had never had a complaint of mold before. I spoke up to say what, other than me? He did this time walk to our units, saw the damage and still did not seem concerned or caring to the fact that all of our possessions were destroyed as a result of storing them in his facility. The fact that they knowingly rent these units despite the mildew problems, that he out right lied the each of us and his lack of caring is unethical. No one would willingly pay $120 a month for a "safe" indoor unit only to have to replace it all after only 6 months. There should be a mold disclosure at the point of renting. Their supposed climate controlled units are in the same building upstairs. This is a concrete building. What is happening is that the ac upstairs is cooling as heat is rising therefor forcing humidity and moisture down. With as bad as it is, there is no way that this is the first day there has been complaints.Desired Settlement: I would like to be reimbursed for the months that I paid to have my property unsafely stored, to have my property replaced and for the other customers that are renting units on this floor to be called as a courtesy and informed of the conditions. Some of my items are family antiques that now have the finish stripped.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was offered climate controlled storage when he initially rented, but declined. She mentioned they do have dehumidifiers in the non-climate controlled building to help with the humidity in the area but it cannot be completely eliminated. Although we realize this is an unfortunate situation, Mr. [redacted] relayed that a refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Friday, September 13, I picked up a truck I reserved at the U-haul dealer [redacted] on [redacted] My contract number was [redacted]. I reserved the truck online and when I showed up to pick it up, the man behind the counter handed me the keys and said, "Here you go!" I wasn't given any paperwork to review or sign. The gas tank had just under a quarter of a tank of gas and the digital readout read, "49 miles to empty." I put $25 of gas in the truck for my move. When I returned the truck the next day, the digital readout now read, "84 miles to empty." I thought this wouldn't be a problem. When I turned the truck in, they went to check mileage and fuel and told me that I needed to put more gas in or I would be charged. I told them there was more gas in the truck than when I picked it up. They told me I should have looked at my contract when I got the truck, except I didn't get one. The man behind the counter quickly ran to the back office and told me, "It should be in your email now." Well, now it was but the gas gauge was not correct. I told him that wasn't right and he said I didn't have a choice and I had to put fuel in if I didn't want to get charged. I put $10 worth of gas in and left.

To make this worse, I have called and emailed U-Haul's corporate office and left a message for the district manager to call me. So far, no call backs! I believe this was handled unprofessionally and would like a resolution.Desired Settlement: I would like for this matter to be addressed so that it doesn't happen to another customer. If you think about it, what was to stop me from asking them to prove I even took possession of the truck and not pay at all? It's clear this location doesn't know what they are doing and need to be coached on customer service and proper business practices.

Business

Response:

October 2, 2013

Revdex.com ID#: [redacted]

U-Haul ref#: 484901

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted]provided. She informed our office Mr. [redacted]was not charged for fuel, only the truck rental and mileage. She did issue him a refund for $10 due to computer documentation 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: 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: I made a reservation for an auto transport trailer on June 16, 2014 for pick up on June 20, 2014. I gave all the information required, it was to be a one way rental to [redacted]. Which truck I was using to pick up the trailer, what type of car would be on the trailer, etc. I gave a credit card number to hold my reservation and was assured that no charges would be made without my authorization by phone call.

June 20, 2014, comes and I go to pick up my trailer, get in and do up the paper work, going over the exact information I gave over the phone(which was okay) and pay for the rental. We walked out to go find the trailer, it wasn't there. So after calling the regional office(traffic) and they "confirmed" that trailer was there, the service representative that was helping me, [redacted], went again to try to find it to no avail. He then wrote down every trailer number in the lot and checked the computers to see what was available. It was out of service for a burnt out light, after checking the lights we found them all to work just fine.

Long story short, he canceled the original contract and refunded my money, tried to open a new contract 8 times asking the exact same questions over and over again! I remained calm and polite. However since I had been there for 3 hours and he was getting nowhere I had to keep saying that I need to get going, it was late.

Finally get the trailer and get on my way. Trip goes great, I returned the trailer within a 12 hours and all was good.... until I was(am) missing 650 dollars out of my account that's attached to my credit card. I called the customer service 1-866 number and got told a marketing company out of [redacted] charged my card because they found the original trailer I was booked with in [redacted]! With no phone call and no courtesy and no authorization to charge my card for a trailer I never physically saw. I called again spoke to the regional manager Crystal, and she said she could easily see what mistake had been made and she would get it fixed for me but she had to call the company that took my money because they have to be the ones to refund me... now they charged me 650 bucks on July 2 2014, and I've called 21 times since then. Talked to many people who told me nothing but "I don't know.." and "I'll get [redacted] to call you back asap or I'll leave her a note for you" never to get a call back or ANY resolution or apology or anything done is very frustrating. [redacted] told me herself shed call me back whether or not she got ahold of [redacted] or not. I have got nothing settled and am now delaying payments and feel like pulling my hair out.

I've been very polite and patient, but this is not okay.Desired Settlement: I need my money back, would like some compensation for the hours I've spent on the phone, and frustration. An apology would be appreciated. The store needs to update policies.

Business

Response:

August 4, 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. He corresponded with [redacted] by email and informed our office he requested a check in the amount of $648.62 to be sent to [redacted]. 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

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.

Uhaul did send out a cheque for the full amount and I have recieved it. I am happy to have my money back, however proper steps should be followed to assure this never happens to anyone else. It was a nightmare to deal with them. I consider this resoled.

Regards,

Ensure when you make a reservation that you understand your locations you've selected are not guaranteed. I placed my order two weeks in advance and received a confirmation moments later. Two days before my move date I received a call to tell me that the closest 27 ft truck available was an hour away. My guess is that they wait until the last minute to tell people so that canceling and renting a truck with another company isn't an option. This is very unethical and people should be notified immediately when a truck won't be available at the desired location since the customer still has to pay for gas.

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: Jan 2, I go to pick up the truck at 10:30am, and I am told that another customer still has it. They knew it still wasn't on the lot the night before. I know this because I heard them talking about it. Now I reserved this truck a week in advance. When I go to pick it up I expect it to be there. I have a tight scheduled to follow. Especially if I am moving. I was then told to go to a different lot to pick up a different truck. It took the lady an hour to get the program on her computer working so that we could leave. The truck was also a mess. There were muddy foot prints everywhere. Getting the truck back to a U-haul lot was a lot more complicated then it should have been. The place where we were originally supposed to drop it off was closed. Had we picked up the truck at the right time there wouldn't have been an issue. So I phoned U-haul and they told us to go to another location which was also closed, and didn't have a 24hr drop box. So I had to phone again and ask for another location, and we finally were able to drop it off. I phoned the next day to ask about the deposit and was told they would send me a check in the mail. I phoned around mid Jan to ask what was taking so long for it to come, and I found out the check they originally sent went to the wrong address. So we "fixed it" and they said they would send another one to the right address. A few days later I had someone from U-Haul phone me and tell me that they would give me an extra $50 for all of the trouble that that I've been through. Now I contacted someone the other day about the other check(deposit) that was sent out, and they told me that it was returned to them on the 3rd. I just went to the Marine Drive location about an hour ago, and the lady there said the address they sent it to was the wrong one again.Desired Settlement: I want my deposit refunded.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] and [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she corresponded with Ms. [redacted] by email and Ms. [redacted] has received her deposit 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,[redacted]Executive AssistantU-Haul International

Review: My husband and I recently rented a U-Haul pick up truck. We used the truck to transport a few plants from [redacted] to our home (only about 9 miles). We returned the truck early the following afternoon. When we received the bill we were charged a $25.00 fee to clean the vehicle. My husband called to find out what this was about and to dispute the charge but didn't get anywhere. We then called U-Haul customer service and filed a complaint. The manager of the store called me back today and I explained to him that the truck could not of been "dirty" in anyway other then possibly a branch or some leaves in the bed of the truck. It was not stained, muddy or filled with any kind of debris. None of the employees said anything to us about the truck being dirty when the truck was returned; had someone said please remove the branch and/or leaves that may have been there, my husband would have done so without hesitation. For them to call the truck dirty and charge $25 to clean the truck is just ludicrous. The manager I spoke with today offered me a $25 credit to use when I rented again but with the run around we have been given with this issue I will not be renting from them again. He was also quite sarcastic and said I should sell the voucher to a friend or family member if I didn't want to use it.Desired Settlement: As I said I do not want a voucher I just want the $25.00 credited back to my account.

Business

Response:

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

Mr. [redacted], our President of our Long Island regional office, followed up on the information Mrs. [redacted] provided. Notes documented in the rental contract state the back of the truck had to be cleaned out due to plant debris. However, in the interest of customer good faith, Mr. [redacted] sent Mrs. [redacted] an email advising her of a refund for the $25 cleaning 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: UHaul has completely screwed us over for our move on Sat., they sent an email on the 19th saying our rental was moved to a location 10 miles away, which adds 20 miles round trip, they WILL NOT comp us for the extra miles we have to go to get the truck. Not only that but instead of the 12:30pm pick up time we agreed upon we are not able to pick up the truck until 5:15pm. The only other option besides going from a 24' truck to a 10' truck (which would mean extra trips and still having to p/u 10 miles away, and would be impossible to fit our stuff in) is to get a truck at the location we wanted, but not until Monday and THEN it is only available from 8am to 5pm. I called on the 19th when I received the email which was completely wrong from the location we requested to the time we requested and was told to call back to day the Thurs. the 25th and they would be able to fix it as they would have more trucks in by today, also if not they could have a truck moved from the further location to a closer one. NOPE no other trucks available and NOPE they don't move trucks from one location to another. There is a $50 guarantee if the truck you want is not available at the place and time you requested. However, if you do not cancel your reservation as soon as you receive the email, you have "agreed" to the changes they made. I did not cancel because they told me to call today and they would fix it. I will add that just now after my 6th call to customer service today the lady who answered said she could give me a VIP Certificate for $50 off that I could use on Sat. So, this will cover the mileage and gas, but it took 6 very upsetting calls to get this and we still have to get the truck at 5:15 instead of 12:30.

Product_Or_Service: Truck Renatl

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

At this point since I was finally given a "VIP CERTIFICATE" on my 6th call to their customer service department today. I want nothing further from them. I just want the Revdex.com to be informed of the terrible customer service and their policy on the stated $50 guarantee on their website. Nobody in the local customer service depts. or corporate customer service depts. wanted to help at all for 5 calls. I was treated very poorly. Until the 6th call, w

Business

Response:

July 28, 2013

Revdex.com ID#[redacted]

U-Haul Ref#[redacted]

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

Please be assured we have directed the information Ms. [redacted]provided to our President for the U-Haul Company of Northern CO to ensure proper procedures are being followed locally and also that our customers are receiving the quality of service they have come to expect and deserve from U-Haul. It is only from communication with our customers that we realize what programs are workng and what areas need attention, therefore, we appreciate Ms. [redacted]s feedback.

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: LOTS OF PROBLEMS. AN OUTRAGEOUS AMOUNT. THE ISSUES ARE IN CAPITAL LETTERS. IT IS LIKE UHAUL IS UNABLE TO DO ANYTHING EFFICIENTLY. Last time I went down to pick up this order, which I believe was on 3/2/13, (Issue #1) U-HAUL CLOSED EARLY. I called my Westfield, MA U-Haul store on 3/23/2013 around 6:15pm. I spoke with "[redacted]" (pronounced: "[redacted]") who unbeknownst to me was actually at a "call center". (Issue #2) I asked [redacted] whether this was the Westfield, MA location. She answered in the affirmative, FAILING TO TELL ME THAT SHE WAS IN FACT AT A CALL CENTER. I asked [redacted] whether she had my extra-large moving box in stock. She confirmed there were 212 in stock. I asked [redacted] whether the Enviro-Bubble box, 100'x12", was in stock. (Issue #3) She confirmed that there were 2 in stock. (IN ACTUALITY, WHEN I WENT DOWN IN PERSON, NONE WERE IN STOCK). (Issue #4) I told [redacted] that I was trying to place an order with a gift certificate online, BUT THERE WAS NO PLACE FOR ME TO INPUT THE GIFT CERTIFICATE NUMBER ONLINE. (Issue #5) I then asked her for the status of an order I had placed online on 2/17/2013, Order# [redacted]. SHE COULD NOT FIND MY ORDER IN THE SYSTEM. (Issue #6) I asked [redacted] whether my online order had been refunded or whether I would have to place it again. SHE COULD NOT TELL ME WHETHER MY ONLINE ORDER HAD BEEN REFUNDED OR WHETHER I WOULD HAVE TO PLACE AN ORDER AGAIN. [redacted] wanted to know whether I wanted [redacted] to call me. But I told her that I'd go down to the store in person today. (Issue #7) I even had to provide her with the part number to look up, BP8, BECAUSE [redacted] COULDN'T FIND THE ITEM FOR SALE (Issue #8) I asked [redacted] for the size of the Enviro-Bubble box itself because I was concerned it would not fit inside my sedan BUT SHE COULDN'T PROVIDE THE DIMENSIONS of the box in which the bubble wrap was contained. When I went down to the Westfield, MA U-Haul store in person on 3/23/2013 around 6:40 or 6:50pm, (Issue #9) [redacted] HAD NOT ABILITY TO LOOK UP MY ONLINE ORDER IN PERSON HE CLAIMED. (Issue #10) [redacted] WAS NOT FAMILIAR WITH ANYTHING [redacted] HAD PROMISED TO CONTACT HIM ABOUT. (Issue #11) [redacted] claimed he COULD NOT INPUT MY GIFT CERTIFICATE either. I would have to pay with cash or credit card. But during checkout, however, [redacted], was eventually able to use my gift certificate. (Issue #12) [redacted] couldn't find the 2 large Enviro-Bubble boxes I was looking for. UHAUL KEEPS POOR INVENTORY CONTROL. A customer in the store at the time with me COMPLAINED to me that "[redacted]" (or possibly another woman at the call center) was misrepresenting her location to him as well, that is, making it appear as if she were in Westfield, MA in person. The customer told me he didn't know she was at a call center either. [redacted] checked the back room but HE COULD NOT FIND MY ORDER TO THE ENVIRO BOXES. (Issue #13) [redacted] COULD NOT GIVE OUT REFUNDS for orders placed online or FOR ANYTHING. He wasn't the employee authorized to do this he claimed. I WOULD HAVE TO COME BACK TOMORROW. (Issue #14) [redacted] WAS NOT FAMILIAR WITH HOW TO INPUT MY GIFT CERTIFICATE IF AT ALL. (Issue #15) [redacted] CLAIMED HE DIDN'T KNOW HOW TO PLACE AN ORDER WITH THE GIFT CERTIFICATE. I asked for a manager. (Issue #16) [redacted] claimed that there was no manager there at the time. The good thing though is that [redacted] was apologetic and polite. None of this seemed to be [redacted]'s fault. The UHAUL corporation/franchise itself from local to corporate is very, very poorly organized. So, don't scapegoat [redacted] for everything. [redacted] just claimed that he is simply not the person who sets up orders and issues refunds for online items. Well, why not if that's the case? I came home and called UHAUL on 3/23/2013 around 7:46pm. I called the Westfield, MA number but was transferred to the call center in Arizona. [redacted] answered my call. [redacted] stated that he wasn't in the Westfield, MA office. I asked [redacted] for the status of my master order number (Issue #17) BUT HE WASN'T ABLE TO FIND IT. (Issue #18). [redacted] transferred my call to another department, Customer Service, since [redacted] was in SALES AND RESERVATIONS. [redacted] answered my call. I gave him my order number but HE WASN'T ABLE TO FIND IT. He was with the "truck and trailor line", not the moving supplies. I asked Alexandar for a copy of the recorded phone calls but (Issue #19) NEVER RECEIVED THEM YET.Desired Settlement: Issue #1: Don't close before the stated business time Issue #2: Tell your Call Center employees to stop misrepresenting their genuine locations. If they're truly not in Westfield, then don't imply that they are. I was asking about my particular order, not inventory only. Issue #3: UHAUL keeps poor inventory. I'm not sure whether it's the local store's fault, the computer system, or corporate. Issue #4: There needs to be a way to enter gift certificate codes online. It is very inconvenient to be forced to use the coupon codes in person. I mean, these codes are GIVEN OUT ONLINE. It doesn't make sense. Issue #5: Why wasn't anyone ever able to find my order in the system? Why? Issue #6: Why wasn't [redacted] able to tell me whether my order had been refunded or whether I would have to place my order again. Couldn't she have looked me up by name or something? Issue #7: It should not be difficult for phone reps to find parts. Issue #8: UHAUL must publish the actual dimensions of the items on its website. It is impossible to determine whether these items when flat will fit inside my Sedan. Or for items like the Bubble Wrap, I needed to know how big the box in which they were contained was. Issue #9: All store employees need to have the ability to look up orders that were placed online. And refund online orders too. Issue #10: The call center should have gotten in touch with the local store. Issue #11: All store employees need to know how to enter in gift certificates. I mean, if I cannot use them online or in the store, then how can I use the gift certificate? Issue #12: Again, poor inventory. Issue #13: Alls store employees need to be able to issue refunds. How am I, the customer, supposed to know when an employee who is authorized to issue refunds is or is not available. This doesn't make sense. You have the store open but the employee is not able to process orders to issue refunds? Issue #14-15: Same issue with the gift certificate. It got resolved after much persistence on my part. Issue #16: No manager available to handle issue. No manager in person or over the phone. Why not? Issue #17-18: Corporate Call center was not able to find my order on the weekends. This is inconvenient. Issue #19: Have not yet received a copy of all the recorded calls I was promised.

Business

Response:

April 4, 2013

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

We always appreciate and welcome customer feedback. Communicating with our customers allows us to realize what programs are working and what areas need attention. Our records indicate a copy of the requested call was forwarded to Mr. [redacted]. A message was left for Mr. [redacted] on or about March 27th but no record of a return call documented.

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: Multiple attempts to reach via [redacted] and [redacted] via telephone and email have gone unanswered. Overcharged and cannot arrange delivery

I have left voice mails for [redacted] on 3 occasions with no return calls. I have sent emails to [redacted] and [redacted] with no reply. Today left messages (twice) with customer service to have one of these individuals contact me. I have left a voice mail for [redacted] on his cellphone, obtained from local store to return my call.

I was overcharged by $149.00 on August 4 with no explanation, and no refund.

I want these people to call me and explain:

Why I was overcharged; when my money will be refunded; when I can arrange for delivery of my household goods.

This is completely unacceptable.

[redacted]Desired Settlement: $149.00 for second delivery charge.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Downtown, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged twice in error for the delivery fee but has since been refunded.

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 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Downtown, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged twice in error for the delivery fee but has since been refunded.

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 confirm receipt of refund due today. Thank you for your assistance with this matter.

Regards,

Review: I ordered a U-Haul Custom-Fitted Hitch Kit for $169.95 dollars that I never received.

I looked up my order with the tracking number provided and was at home anticipating my trailer hitch kit however I never received it. I am out $169.95 now and still can not move my tool boxes from my storage. My only option now is to rent a U-Haul moving truck which is just more up setting because I feel like I am being exploited by a corporate monopoly. This is not fair the package weighs 56 pounds and should require a signature or pick up at a U-Haul location. Security is a very important issue and should not be over looked when it comes to keeping your customers happy. I would have gladly paid insurance on my purchased item, been present upon delivery to sign for it or picked it up at a U-Haul Location.Desired Settlement: I would like U-Haul to send a Custom-Fitted Hitch Kit to a U-Haul facility near my location so I can bring my 2007 Saturn ion sedan to the facility and pay the technician to install it or I can install it myself. I am not requesting a refund I just simply want to be able to rent U-Haul trailers and tow them with my car instead of renting the gas guzzling moving trucks.

Business

Response:

February 19, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

FedEx advised us they delivered the hitch on February 10th, however, it could not be located. A representative from our WebSales department contacted Mr. [redacted] and informed him we were sending another hitch by express mail to our U-Haul Center of Richmond for him to obtain on Friday, February 21th.

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:

Thank you very much for your timely response. I am very glad we were able to rectify this situation.

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.

Review: I was involved in a car accident with a UHAUL van Nov. 30 2013. I did as someone was suppose to file claim with UHAUL's insurance company. They proceeded to want my information of vehicle, 2 estimates, injury release document signed and returned, pictures of my damages on vehicle, drivers license etc. I sent ALL information to UHAUL's insurance company [redacted] and received a letter that they would be responsible for injuries/damages. I chose to wait until after the holidays to get car fixed, I then called [redacted] to get my car into the shop Jan. 2, 2014 and the company informed me that the vehicle was under investigation and reported stolen and UHAUL's contract was breached by the person renting the UHAUL. [redacted] CANNOT get a hold of driver, nor can UHAUL, nor can I. I fought with [redacted] to just cover the damages on my vehicle that are under $1,300, my personal medical is taking car of our injuries of me and my 3 children who were also involved. [redacted] holds true to their word that its a third party accident and are not at liberty to give me the date the UHAUL was reported stolen. Dead end. I proceeded to turn around and call UHAUL AND FIND OUT POLICIES AND RETURN POLICIES and what I should do in a situation like this. A customer service manager was very helpful to his knowledge there is a process to recovering a "stolen" vehicle or piece of equipment. I was gave a GENERAL SCENARIO of what the insurance company gave me. The contract of the Van was Nov. 8-9th. If the van or piece of equipment is NOT returned in a week period UHAUL REPORTS IT STOLEN TO LOCAL AUTHORITIES AND STATE AUTHORITIES ETC. In this process of getting a hold of the person who rented and breached contract, UHAUL calls, or sends a certified letter, or has a UHAUL representative drive to location to try to contact customer and or recover van/equipment. GENERALLY could take up to a week for the process Im sure other situations longer.

After finding this helpful information out I was told to have a police investigation done ( I am currently trying to get a hold of Officer who came to scene ). I was told that Equipment Recovery would be more helpful on how the process works and how UHAUL can help because UHAUL sees this all the time and they do help people in my situation. I thanked the representative in customer service who's knowledge again is not a whole bunch and he transferred me. In speaking with Eqpts Recovery, the lady there was like talking to [redacted] a brick wall. At one point in time she DID attempt to take my name and the UHAUL truck number to see what information she could tell me, she came back to phone and said CONTACT [redacted]. I then asked for a supervisor or email to Corporate Office. I was then put on hold and spoke with Joel who claims he is in Corporate office. Joel informed me that he could not give me any information on if a truck or piece of equipment is stolen and I AM THE VICTIM IN A ACCIDENT WITH THEIR TRUCK and or piece of equipment. I explained that at the the time of the scene of my 911 call that the on call officer did NOT treat it like a "STOLEN VEHICLE" criminal act.

At the time the officer took my name, info, and children info and said I was free to leave the driver of the UHAUL needs to be taken to UHAUL for further information to be collected. The truck WAS returned to UHAUL Nov, 30,2013 and the UHAUL COMPANY in [redacted] let the truck go. According to information that [redacted] adjuster told me that I personally think either slipped out or was not truth was the truck was RECOVERED AT AN ABANDONED parking lot DEC. 4 2013. Nobody's story with this company adds up, nor are they willing to speak to me, I asked for them just to pay the lower cost estimate out on my vehicle. [redacted] adjuster said the van is just a vehicle with a UHAUL'S name and they are not at liberty to pay if a vehicle is stolen or a contract is breached. The gentleman also told me to think of how many days UHAUL WAS AT A LOSS OF MONEY that they could not rent to another family or customer. That is not my problem. Im at a loss too. I use MY insurance policy and pay my deductible of $500.00 my premium goes up because its a "3rd party accident" . In the long run I LOOSE money as a mother trying to survive with her children. UHAUL made up for the loss plus no damage to their vehicle right after it was recovered. At this company nobody is caring nor cares for someone who did NOT put money in UHAUL's company pocket. Also the Corporate gentleman did inform me that the customer service representative that only was trying to help a helpless person out will be spoken to and im sure reprimanded for speaking with me (the call was monitored and he said it would be tracked). I think that is very unfair but I am not even a customer at this point nor will ever be. I am currently seeking legal advice with an attorney here in [redacted] who would like to guide me, and it looks like I have to take UHAUL, [redacted] (U hauls personally owned inc co) and the driver to court. Also the renter of the vehicle has no contact information to get a hold of her. They don't look very well into who they rent to. How I see this as a victim, is you can rent a UHAUL for 24 hours, and not return it go around causing accidents until either caught or done and the victim who was hit by the OWNERS OF THE VEHICLES UHAUL is not at fault.Desired Settlement: All I asked for was my car to be fixed estimated costs are $1,300 or less with the second estimate. I do NOT WANT injury reinbursment, or rental or anything else just my car to get fixed.

Business

Response:

Thank you for forwarding Ms. [redacted] concerns to our office.Please be advised that the equipment involved in the accident was out of contract at the time of the accident, therefore, the contract is void. Third party liability coverage is not provided if there is not a valid contract in effect at the time of the accident. The last contract before the accident indicates the U-Haul van was rented on November 18, 2013 and due be back on November 22nd. When the equipment was not returned, a proper checklist was followed to get in contact with the lessee and retrieve our equipment. A demand letter was sent on November 27th and then on December 3, 2013 the van was found abandoned in a supermarket parking lot. Loss occurred on November 30, 2013. I’m sorry, however, U-Haul cannot be held for any damage or loss to Ms. [redacted]’ property.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: This company seriously needs reviewed. My fiance and I requested a uhaul to be picked up in [redacted] or [redacted] that we would use to move to [redacted]. We reserved it a week in advance on the phone and was told that the uhaul would be at [redacted] or else Grove City. That was fine. The day we needed to pick it up we showed up and the guy said, "You're not on my list." He then called uHaul and uHaul told him that they had apparently tried to call us (they didn't) to tell us they'd switched our location to [redacted], a drive that would take nearly half an hour. They said they'd put an extra 20 miles on our allowance. The problem is that we had to deal with the extra gas in our own vehicle PLUS the uhaul. But we got over it. The lady at the uhaul in [redacted] was really rude to us. She was short and unfriendly and the place looked like a dump. I didn't feel comfortable there. She then said, "Where do you want to drop it off?" I looked at her and said, "[redacted], where we're moving." She said, "There's no location in [redacted], **. There's one in [redacted] and one in [redacted]. Pick one." So we chose [redacted], knowing it was close to [redacted]. We get to [redacted] and go to return the uhaul and, lo and behold, there's no Uhaul in [redacted]! We call uhaul because our contract does not state a drop off location and they tell us to go to [redacted]!So that's an extra 30 miles. And they told us we better fill it up with gas or get charged for that. So now we've had to fund an extra 45 miles in gas because of their company errors and they're supposed to offer you $50 for changing your location - THEY DIDN'T. Our move should have gone much, much smoother than this but uHaul ruined it.Desired Settlement: I want the $50 offered for changing our location plus the money used to cover the extra 45 miles we had to travel. That's all I'm requesting.

Review: I recently rented 2 units from u-haul moving and storage and upon my due date of payment I went in to the location to see what the details were on moving out. the associate at the desk told me that as long as I had my belongings moved out by a certain date I would be ok. come to find out because the dates she had given me were past my payment date I was not able to gain access to the facility. when contacting another associate regarding the units, they explained to me that I was past due and I would not be able to open my units or access the facility until the payments were made. if I had known that I would have had the units emptied and closed out on the first trip, but because of the wrong info told me I was stuck paying the full price in addition the late fees and still cant move out until the payments were made. I dont feel that I am obligated to pay based on the information given to me by the associate.Desired Settlement: allow me to move out with no additional charges or fees.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained they made courtesy calls on January 8th, 12th and 15th advising him of late fees due to his account being past due. She had also personally spoken to him previously regarding his move out date and relayed he would need to move out by the due date or pay for another month due to the fact the rental is a month to month rental fee and we would not prorate if he moves out early. In the interest of customer good faith, Ms. [redacted] offered to apply a charge for only the 10 days he was in the unit and Mr. [redacted] accepted the adjustment.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On 09/31/2012, about 1210 hours, I contact U-Haul to rent a truck to move my family to Tennessee from California. I talked to sales person, [redacted], I was told I could rent a 17 foot truck for 7 day plus mileage for about $1,402.50. I told [redacted] I didn't need it for 7 days. I was told by her that U-Haul charges 7 days, but if the truck is returned earlier than the difference would be refunded. I went ahead and rented from U-Haul under that agreement. I picked up the U-Haul on 09/22/2012 with no problems. I returned the U-Haul truck on 09/25/2012. When I was on the road, I called to confirm my drop off location and talked to sales person, [redacted] #[redacted], who told me that's not the policy of U-Haul and I would not get a refund. I have asked for the phone records to be reviewed and was told only the last five minutes on the conversation could be reviewed. The refunded amount is $601.05. Currently U-haul is offering me $140 plus $40.00 in VIP U-Haul credits. This is no way close to what I was told. Please Help!Desired Settlement: I would like the agreement from the first conversation to be honored by a refund of $601.05.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Senior Customer Service Agent, followed up on the information Ms.

[redacted] provided. He spoke to Ms. [redacted] and addressed her

concerns. Please be advised that a one-way rate is a flat fee that

includes a set amount of days and miles to complete the more. We

provide an ample amount of time and mileage to complete their move

safely and in case they incur unexpected detours out of their control

along the way. The flat rate is not a multiple charge of the days or

miles allowed. While there is no discount for unused days or miles,

we encourage our customers to return the rented equipment as soon as

they are finished with their rental to enable the next family to

start their move. In an effort to bring closure and acknowledge the

inconvenience Ms. [redacted] experienced, Mr. [redacted] issued a refund

for $140 back to her Visa account. The credit should post on her

next credit card statement. As we value Ms. [redacted] as a customer,

Mr. [redacted] also sent her a $40 VIP Certificate that can be used toward

a future purchase or rental on the many products and services U-Haul

has to offer.

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,

Unfortunately, this is not satisfactory to me. I recently received a telephone recording of my first conversation when I was making my reservation. In that recording the sales person can clearly be heard saying, " sorry it took an hour." To my surprise the recording I got was only 5 minutes long. It was manly my credit card information U-haul kept! All other statements about the refund seemed to have disappeared. I shouldn't be penalize for something a sales person said if it was not their policy in the first place. I feel they got my business dishonestly by lying to me and I believe in fairness, they should be accountable! I feel like they have stolen about $600 from me and my family.

During that original conversation I was told I would be refunded any days unused, once I turned the truck in and only then was I told that will not happen. I had another rental carrier company I was going to use, but the U-haul sales person reassured me that I would receive the refund, which won my business. I rejected the $140 when it was offered to me. I do not want the $140 and that does not satisfy this complaint. It is $560 short of what I was told I would receive! I want them to honor the contract as stated over the phone! I have attached the recording to this reply.

Also, I have copied and pasted the emails I received from U-Haul about the recording below;

No,

I'm sorry. There were technical difficulties to our recording system

and that is all we could retrieve. Please contact customer service at

###-###-#### if you have further questions.

I had the absolute worst experience with UHAUL. First, I was not provided with the location I had requested - this was not compensated in any manner, although I was informed I would be compensated. Secondly, I had reserved blankets and a dolly. Unfortunately, neither of these items were given to me. I was not informed beforehand that there was a shortage of blankets, and even though the salesman stated I had a dolly in the truck, I went home and there was no dolly. I was never refunded for any of these items. My furniture was scratched and the move took a lot longer than anticipated because I did not have the dolly. I also experienced rude customer service from the salesman, a customer service representative when filing a complaint, and a manager when transferred to file the complaint. Finally, I have been waiting over a week to find a resolution and get a refund for the items that I never received, however, am getting a run around from every representative I speak to (NO ONE KNOWS WHAT THEY ARE DOING! I have been given the wrong number, the wrong information, and contradicting information). I still have yet to receive a refund or an answer to any of my questions. THIS IS HORRIBLE CUSTOMER SERVICE. I have a few friends moving in the near future and will definitely let them know to use a different moving company. I will NEVER use this company again.

Review: We rented a 26' truck from this uhaul on 1/31/2015. The truck had a hard time starting in the first place. We thought it was just cold outside. No, we didn't get it about three miles down the road and it stalled. A car almost hit us because we were stuck in the middle of the road. A few more miles later, it completely cut off. My brother in law was behind us in our car. They had to jump the truck on the side of the road. We tried to call the uhaul place back and tell them of this. They never answered and we never received a phone call back. This incident is totally unacceptable. This slowed down our moving process down at least two to three hours. We would like our money back.Desired Settlement: DesiredSettlementID: Refund

We paid for the truck in advance unknowingly that this situation was going to happen. I have emailed the manager and took their online survey and mentioned it in there to which there was no success. We would like a refund of $94.36 mailed to the above address. Thank you

Business

Response:

February 12, 2015

[redacted]ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office located out of[redacted], VA, followed up on the information Mrs. [redacted] provided. He informed our office a refund for the full amount of the rental was issued back to the [redacted] account ending in [redacted] listed on the rental contract. The refund for $84.93 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: I rented aTruck from a location in town. I was told by the employee I can return the truck anywhere I'd like. I put a total of 30 miles on the truck. 15 miles of those were because of the distance to the pickup location. I was told that's the only location that had my size truck I requested. That was also false due to a closer uhaul rental place that did have the truck I requested. Now I am being charged an additional $240 on top of the initial rental price. I am constantly getting the run around. They keep telling me I have to wait and wait and wait. No one is returning my calls.Desired Settlement: I want my $240 back. I have no problem paying for the use of the truck. But $240 for a 30 mile trip is excessive.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] misunderstood the rental agreement. He signed a rental for in-town use but took the truck one-way. In the interest of customer good faith, a refund for the extra charges in the amount of $267.27 were issued back to Mr. [redacted]’ [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,[redacted]Executive AssistantU-Haul International

Review: I scheduled a Uhaul pick-up in my town four days before my move date(2/12/2013), and was promisied a truck on Sat (2/16/2013). I was called on Fri (2/15/2013) at approx one oclock and told that I was not going to be able to get a truck and I would have to move my move out day back. I told them that I hadgiven my credit card number and was promised to have a truck after going back and forth over the phone for almost an hour I was told that I could travel over 50 miles and pick up a truck in [redacted] SC. I was told that I could do a one way rental and retun it in [redacted] SC. I was given a 8:00 am pick up time, I got lost and arrived at 8:30 and there was no one there to help me untill 9:15. I was not informed that I would need to put down a hundred dollard deposit since I was going to do a one way rental. I was also assured that I was going to recieved my deposit back in cash once I retuned the truck. I returned the truck at the drop-off location on Sun. When I returned to the drop off location on Monday I was told that I was being sent a check for only $20.00. I have been back and forth on the phone again trying to see why I was charged for an extra day and not recieved the proper amount back and in a TIMELY manner. Every person I talk to has a diffent answer and I still dont have a resolutation.Desired Settlement: I want to receive my proper refund of my deposit. I will NEVER use UHAUL services AGAIN!

Business

Response:

February 22, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office two separate checks totaling $58.00 were mailed to Ms. [redacted] and should be received within the next 10 business days.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did recieved both check but and due more of a refund. I put down $100 in total for a deposit and should only have to pay $1.64 for the four extra miles I used and $18.00 for difference in the amount of gas that I returned to truck with. I am due at least $30 more dollars of my deposit. The VIP offer was recieved but WILL NOT be used I WILL NEVER use Uhaul services again. NEVER!

Regards,

Business

Response:

March 6, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message explaining he voided the VIP Certificate and issued her a check for $30. She should receive the check within the next 10 business days.

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