J.R.J. Tara Corporation Reviews (1976)
J.R.J. Tara Corporation Rating
Description: Convenience Stores
Address: 1300 Gulf Shores Pkwy, Gulf Shores, Alabama, United States, 36542-5906
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Review: I rented a U-haul truck on August 10th 2013... When it was given to me, the service technician that handed me the keys, never went over any information, never went over an inspection check list, in fact I am pretty certain that I was given this truck almost immediately after it was dropped off by two other people. The truck appeared to be in good condition, and the move went well. The following day I dropped the truck back off (the location wasnt open yet) as customers are permitted to do. I go home and two hours later get an email telling me that I will be charged 222.00 for my rental. The millage was correct and rental fee was correct, however I am being charged for supposedly a hole in the tire of the truck. I absolutely did not have a hole in the tired of this truck because it would have been impossible to drive it back with a blown out tire.There was an accident report attached that I never signed off on. I never received a phone call asking what happened to the tire, I was just charged. When I called to speak with the store manager (call was recorded as it was done from work) he was very rude and dismissive.I asked for the footage to be pulled from my drop off so that I can determine if something happened to the truck after I dropped it off. I never got a call back or anything.There is absolutely no proof that this hole in the tire happened while this vehicle was in my care and I signed off on paying for any "accident" that should occur. Not for changing a tired that could have been damaged AFTER I returned it, or already possibly had a slow leak or issue with it. It's a tire and things happen to tires obviously that can be out of a persons control. There was never an accident and I am consulting with an attorney as I don't feel responsible for something that can not be proven. The management is extremely disrespectful and rude. Very unprofessional and do not follow business etiquette whatsoever, which makes me further question what REALLY happened to that tire...Desired Settlement: I am willing to pay for the damage if evidence is furnished to me that the truck was returned damaged. They have security cameras. I would like to personally see evidence that I brought in a truck that had a flat tire. Or I would like to see the DATED inspection report of this same truck that was done prior to me leasing it for the night. If these things can not be furnished, I want the charge removed or I will file suite. It's principle...
Business
Response:
Thank you for your concern for our customer Ms. [redacted].
Mr. [redacted], our Field Manager for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He informed our office a refund for the charge of the tire was issued back to Ms. [redacted] along with an email advising her of the refund.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: The autotransport I rented from the U-Haul of Millington, TN was defective. It detached from my vehicle when attempting to load the towed vehicle and damaged the tailgate and bumper of the towing vehicle. This was reported to REPWEST which is the insurance carrier for U-Haul and the claim was denied. The transport was not touched after the attendant attached it to my truck, other than to load and unload the towed vehicle. The denial letter states that no evidence of negligence was found on the part of the U-Haul or its employees in this incident. I don't see how this is possible if the transport detached from my vehicle when attempting to load the towed vehicle, in which case the mechanism used to secure it to my vehicle was not physically touched prior to the incident by any other than the attendant at the U-Haul location.Desired Settlement: I would like the damages incurred from this incident to be repaired.
Business
Response:
September 10, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Ms. [redacted], our President for the U-Haul Company of Memphis, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] filed a damage claim with RepWest Insurance Company, which handles all damage claims for U-Haul. Ms. [redacted] spoke to the handling claims agent. Gathered from their investigation, after the initial hook up Mr. [redacted] drove approximately 25 miles to where he loaded his vehicle and then drove approximately another 25 miles to where he unloaded his vehicle to have some work done to the vehicle. After the work was done, Mr. [redacted] went to load the vehicle back on the towing equipment again and the trailer disconnected from his towing vehicle. Ms. [redacted] relayed this was an initial secured hook up and the claim was denied. Their decision in the matter remains the same.
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.
Although I was able to initially load my vehicle on the auto transport, the unit still failed to remain attached to my truck, the result of which damaged the tailgate on my truck. This was clearly an equipment failure as the transport had not been touched other than to load and unload the towed vehicle. Regardless of the distance traveled, the unit failed to maintain a proper connection to my hitch. I have rented an auto transport from this Uhaul location before and have load and unloaded a vehicle on it several times without incident. Just because I was initially able to load and unload the vehicle the first time does not indicate the initial connection was secure. It can also mean that the unit had not yet gotten to a point where it would disconnect from the truck. Due to the resulting damage, I feel this is an even more feasible explanation.
If UHaul and RepWest are dedicated to the satisfaction of their customers they should consider the severity of this incident and the impact it can have on the perception of quality service and reliable equipment they provide. I have been a loyal customer to UHaul, and would like to know that my loyalty was not in vain.
Last week a friend of mine noticed the damage to the tailgate of my truck and inquired to the cause. I explained the entire situation and how RepWest denied the claim. He informed me that he also had a similar incident and claim with Uhaul and RepWest and that his claim was also denied. He then told me that once he reported it to the Revdex.com that the claim was satisfied and the damage repaired to his truck. I am expecting similar results with this claim.
If the equipment fails, as it obviously did in my case, it is the responsibility of the company responsible for this equipment to be held liable for any and all damage caused. Had someone been standing near the front of this auto transport when it disconnected from my truck they would have been seriously injured. Thankfully that was not the case, but the fact that the equipment failed means that is likely a possibility in the future.
I hope that this claim is being taken seriously, because to this point I don't believe it has.
Regards,
Business
Response:
September 15, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
Ms. [redacted], our President for the U-Haul Company of Memphis, reviewed the recent information Mr. [redacted] provided your office. She relayed that if she honestly felt in any way the damage occurred was the fault of U-Haul, she would authorize to pay for his repairs. However, while working with RepWest Insurance Company, they could not find any fault on the part of U-Haul, therefore, our decision in the matter remains the same.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Apparently this claim is not being taken seriously. Apparently it is not Uhaul's responsibility to ensure their equipment is free from defects. In my case the equipment was not defect free and was able to work itself loose from the hitch on my truck, which common sense would tell you the initial hook up was not secure and it was only a matter of time before it came loose. I am seeking legal counsel and my representative will be in touch.
Regards,
Review: I made a reservations 3-month in advance to rent a truck and trailer to make a state to state move. 2-days before I was to pick up the truck and trailer at a location 10 miles from my house, I recieved an email stating the truck was located 60 miles one way from my house and the trailer was located 50 miles away in the opposite direction location. After I called on the truck I found out it would not be availible for pick up at all. After may legthy calls with their headquarters with no solution. I had no opptions but to rent a truck from another rental company for a much larger price. I did drive the 50 miles each way to pick up the trailer. I just dont understand how I can have a resevation and then just be left with no truck right before a big move without being compensated for all the stress and the much higher cost.Desired Settlement: Reinburse me for the differance of the cost I had to pay verses the cost they had quoted in my reservation.
Business
Response:
October 1, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Traffic Manager for our Eastern WI regional office, followed up on the information Mr. [redacted] provided. Notes documented in the reservation indicate options were offered to fill the reservation but we were not able to work out an acceptable agreement. In addition to the refund for the $50 Reservation Guarantee Fee issued to Mr. [redacted], Mr. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.
In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Business
Response:
October 1, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Traffic Manager for our Eastern WI regional office, followed up on the information Mr. [redacted] provided. Notes documented in the reservation indicate options were offered to fill the reservation but we were not able to work out an acceptable agreement. In addition to the refund for the $50 Reservation Guarantee Fee issued to Mr. [redacted], Mr. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.
In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Please see attachment that I have mailed to B.B.B. on 10-2-13 before I recieved this e-mail. Uhaul did not give me any option that would make my move possible on the date that everything was scheduled.The confirmations that they had emailed to me was totaly a lie. They want to give me $100.00 to use at there stores and I do not want anything to do with them. I want the $686 that I had to pay extra for renting a truck because they take reservation and do not fulfill the reservation. I have copys of the email comformations of the reservation if needed.
Regards,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Please see attachment that I have mailed to B.B.B. on 10-2-13 before I recieved this e-mail. Uhaul did not give me any option that would make my move possible on the date that everything was scheduled.The confirmations that they had emailed to me was totaly a lie. They want to give me $100.00 to use at there stores and I do not want anything to do with them. I want the $686 that I had to pay extra for renting a truck because they take reservation and do not fulfill the reservation. I have copys of the email comformations of the reservation if needed.
Regards,
Review: I am currently an active reservist for the [redacted]. I'm pursuing my ** bill in music and needed to relocate out to [redacted]or school. I planned a trip f[redacted] my home state of [redacted] in intent to leave 0500 on September 11th 2013 being that my girlfriend who is also traveling with me for school had an interview in [redacted] that could of potentially landed her a great job. Seeing that I'm a Marine I also plan ahead and scheduled for a hitch to be installed on my vehicle a week prior. The instillation was scheduled for September 7th at 0700. When my girlfriend and I arrived at the [redacted] facility the associate had informed me that we were scheduled for instillation on the 6th of September. I showed the associate my email and text message confirmation showing that our appointment was the 7th not the 6th. Keeping in mind that I had already prepaid for the hitch, the associate tells me well we marked you as a no show and refunded your money back via check. We were also told that if we wanted to go ahead still with the hitch installation that we would have to leave our car overnight because there was no one that day to work on it. This was a bit of an inconvenience but we agreed to go ahead and leave the car and just accept that there was a missed communication on their end but mistakes happen. So we proceeded to leave the car and carry on.
We left the car with U haul until that Monday September 9th because a 5x8 trailer was going to be hitched up for our trip. We arrived back to the facility to find out that we have to pay again for the hitch seeing that they marked us as a no show (even though I wasn't) and of course pay for the trailer itself. I asked if they gave any type of military discounts seeing that now I'm currently out more money then I should be. The associate says yes but then forgot to give me one. He told me that when I drop off the trailer in [redacted] just have them refund me for my military discount. I have a background in retail along with my girlfriend and that's not how that works. She even asked the associate if he could mark that down in the system because she knew herself that there's no way another facility would refund the mistake of a different store. When everything is all set and paid the associate gives me my keys and tells me my car is in the back. Doesn't walk me to the car to ensure that everything was secured. I start to travel down the freeway which is a 20 minute drive to my house with my girlfriend behind me frantically trying to call me because the lights of the trailer were not working and no one could see my blinkers and a semi truck almost smashed right into me. I finally get to my house and have my hazard lights on to back into the driveway when another car almost smashes into me because the truck lights were not working.
My girlfriend calls customer service extremely upset over the 2 potential accidents, the lack of consideration and knowledge of the associate and the inconvenience of having to move money around f[redacted] different accounts to pay for things that were already payed for. U haul had roadside assistance come out and they fixed the lights but still on the customer service side there was just no consideration.
Next day, day before we take off to hit the road we pack the trailer up at one house and drive to the next for more loading. We notice that the trailer was shaking more the usual and had to pull over into a parking lot. We seen that the trailer was NOT hitched up to the car securely and they trailer believe it or not was seconds f[redacted] detaching f[redacted] the car, which would of caused another potential accident. So now we have 3 safety issues within a day.
We tighten the trailer ourselves but call to speak to a manager being that we only had this for a day and we have already been through a nightmare. We asked if roadside assistance could come out and just do a walk through just make sure that everything was secure before we travel across country. It was like pulling teeth but finally someone had said they were coming out, but only later to call back and say they lost their truck and no one was coming out. I really want to know how you lose your truck. Our only option for safety purposes is to wait till our local U haul store opens the next day and take it there. That unfortunately pushed us back a couple of hours and my girlfriend missed her big interview and the whole reason why she was relocating to [redacted] school.
While on our drive out we kept calling and calling and calling to get some kind of resolution for all this madness and NO ONE seemed to want to help. We were told that our only option was to close out our contract when we drop off the trailer in [redacted] and open a complaint. That's what we did, we turned our trailer in as of today September 16th 2013 and called customer service to get this resolved only to find that they original store's manager had refunded us $100 and put in the system as everything be resolved. We never knew about this nor did he even ask if this was okay or what our thoughts were. I once again spent a whole afternoon talking to multiple people about this and got nowhere. I was told that the regional manager for that area was going to call me today within a couple of hours and never got any calls. I don't feel like all the stress, 3 potential accidents, time wasted, money and missed career interview is all better with $100. This to me is not a resolution or any type of consideration for the nightmare that we had to go through. I just got back [redacted] and just trying to make a somewhat of an easy move to pursue my career as well as my girlfriends but U haul made the experience scary, miserable and irritating. It was almost like lets take your money twice and run. We have documentation, pictures, names and phone numbers of everyone we have talked to and reference ID numbers for all the complaints we filed. No one ever wants to contact us back and we end up contacting them back but always get some one different and have to tell this story over and over again. We really just was this resolved fairly so we can move on.Desired Settlement: We feel it is a fair resolution to refund us 100% for not only the hitch but trailer too.
Business
Response:
September 24, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted]
[redacted] our Executive Assistant for our [redacted]gional office, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and offered his apology for the problems he encountered in [redacted] Mr. [redacted]dvised Mr. [redacted]that normally his type of situation would warrant a refund for $100, however, due to him completing his move, Mr. [redacted] was willing to refund 50% of the trailer rental. He also relayed that our U-Haul location gave him a break on the hitch installation by not charging for labor to install the wiring, which was a savings of $48. In addition to a refund for $100 that was issued on September 11th, Mr. [redacted] issued a supplemental refund for $116 on September 20th to the same [redacted] account. Both credits should post on Mr. [redacted] next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: On September 6th I delivered a filled UBox for shipment, on the 9th I called and was called back later that day and told nobody knew it was supposed to be shipped out and was being sent immediately. On the 9th I was also told a delivery date of the 19th. On the 20th I called to follow up and was told the date was changed to the 23rd. On the 24th I called and was told it was delivered to the wrong city and was only given a street name. I became panicked and called around to find out it was a uhaul, but the wrong location. the correct location said they could pick it up but not until the 26th and could not give me a time. I have had to reschedule movers and a driver several times, as well as sleep on the floor and purchase new items because I didn't expect to be without for so long. Whenever I find out about a change its because I am proactive because UHaul doesn't update on anything. This whole process has felt unorganized, there has been a bad lack of communication and poor follow up and follow through.Desired Settlement: My UBox in one safe piece with all of my belongings safe and sound. An adjustment on my bill to compensate for acquiring and short notice cancelling a driver as well as the movers. A bill adjustment to compensate for purchasing new items because of the long delay. An apology and explanation along with assurance I wont be billed for a second month due to the delays that are no fault of mine.
Business
Response:
September 26, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted]
Ms. [redacted], our President for o[redacted] regional office, followed up on the information Ms. [redacted]provided. She sent her the following email:
Ms [redacted] Please let me apologize for all the issues you have had with your U-Box rental from our Compan[redacted], our U-Box rep here in [redacted] has been in contact with the [redacted] office today. She has been told your box is at the U-Haul Center in [redacted] located at [redacted]. [redacted], the manager, at the location told [redacted] he has been in contact with you and that they are working on the delivery of your box. In case you need it, the phone number for Anthony is [redacted] Once you have completed your rental our store in ** will talk with our corporate office to work out compensation. Again, I am very sorry for all of the inconveniences you have experienced with this move. Thank you, [redacted] U-Haul Co. of [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: I rented a u-haul trailer from this customer P A B, Inc. on a one way trip to wisconsin that had non-working lights on it. I was almost involved in numerous accidents on the trip home and was pulled over by a highway state patrol officer who issued citations to me for this defective equipment. The officer and I both checked my vehichle tow lights and came to the same conclusion that all were in perfect working order. the employee for the tailer rental sight claimed to have checked the trailer lights and stated that ALL were in working order. I even had him double check as I was embarking on a 900 mile trip back to wisconsin at night. I called the u-haul rental place and spoke with the owner who said he would re-imburse the entire rental price. I also contacted my bank to have the charges reversed though a credit dispute. Recently the charges have reposted to my account because the mechant is claiming that the charge is valid contrary to the conversation I had with him on the phone. This company seems to be more interested in the monetary value than that of the safety of its customers.Desired Settlement: $339.00 for rental fees times two plus costs
Business
Response:
October 22, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Coastal South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office they found no indication there was a problem with the lights on our U-Haul trailer. He also mentioned a refund for $100 had been issued as an adjustment on the rental plus a refund was issued for the $50 Reservation Guarantee Fee. Mr. Redmond advised our office no further refunds or adjustments would be made.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I find it very difficult to believe that a corporate employee for this company would show such disrespect toward a state troopers intellegence and integrity. I also question the fact that it has been two months since I dropped this trailer off in jackson wisconsin and now a corporate employee in carolina states that this trailer was in working order ? Iwas not pulled over for the lights working properly..... they were defctive! also this company has NOT shown in any way that they value their customers or any ones elses saftey considering the countless lives they endangered by renting defective equipment. I drove for 900 miles in the dark with fog and rain pouring down. this was also stressed to the obviosly incompetent employee who (VERIFIED ?) the lights were working. He more than likely did not wish to stand in the rain to ensure that they were! I was originaly refunded the entire rental price plus $100 for the added citations due to thier lack of regaurd for safety. I have now incurred additional expences due to the fact that my bank has reversed the charges for the rental price because the incompetent persons employed by u-haul claimed they had not been paid...It was originaly told to me that there would be no charge for any rental and I would recieve a $100 check to cover the citations received becuase of their defective equipment, Unless Uhaul decides to correct this Issue with more proffessionalism than they have shown ,I will retain my right to seek a more just outcome through legal means.
Regards,
Business
Response:
October 29, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant of our Coastal South Carolina regional office, reviewed the recent information Mr. [redacted] provided. He informed our office he left a message requesting a copy of the ticket to be sent to him. He also left his telephone number for a call back if Mr. [redacted] had questions.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] This just proves to me that Uhaul is a dishonnest company or simply uncapable of opperating a reputable company....I recieved NO phone call from anyone at Uhaul's executive office nor from anyone in South carolina....If he is referring to a citation issued by the state patrol then he should contact the rental place I returned the trailer to as I left it with them so they could forward it to the corporate office!!
Regards,
Review: I made a reservation on the U-Haul's main company website, http://www.[redacted].com/[redacted]. The reservation was made for a 5' x 9' Utility Trailer with Ramp. I received a confirmation email and confirmation number, Rental equipment confirmation #[redacted]. Two days later I received an email stating that the location had changed. The new location was much further than the original location. I went back on to their website and noticed their claim of "Your reservation is guaranteed or we will give you $50" which is on the reservation page. Here is what the "Learn More" button states. "$50 reservation guarantee, When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." This is all that is stated on their website. When I called to take advantage of this guarantee, I was told that it was only if I had received a phone call confirming the rental. This is fine if they would have stated on their site, but their site makes no mention of this criteria. They only state on their website what is listed above. Based on their website, I have met the criteria as my location was not available as confirmed. Still on my call with U-Haul Customer service I asked to speak with a Manager. I was place on hold for several minutes and then re-routed back into the call center. The next customer service lady I spoke asked how she could help. I asked to speak with a manager. This representative told me that they could only send a message to a manger and they would have to call me back. This was not mentioned in my conversation with the first representative. I told the second representative that I would like to leave a message to receive a call back. She told me that she would transfer me to Corporate Customer Service. She proceeded to end the call and I was not transferred anywhere. Amazingly rude customer service.Desired Settlement: I would like to receive the $50 guarantee they promise on their site since I have met the criteria they have listed. They should also change their site to reflect any additional criteria so that future patrons are not lied to by false promises and false advertising.
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Traffic Manager for our Fort Worth regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and advised him how our guarantee policy works. His reservation is for October 25th. He was advised at the time of the reservation that his preferred pick up location is a preference only. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location to fill the reservation. Mr. [redacted] relayed that during their conversation Mr. [redacted] became upset and terminated the call. Mr. [redacted] added that Mr. [redacted]’ reservation does not qualify for the refund of the $50 Reservation Guarantee Fee.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The website does not refer to the original request for equipment as a "Preference" but rather it sends out a "Confirmation" number which means that something is confirmed. When you go online to make a reservation, it asks you to select a piece of equipment to rent. In my case I chose the 5' x 9' utility trailer. It also asks you for a zip code in order to find locations nearest you with that piece of equipment. In my case I entered the zipcode of [redacted]. It showed the list of locations near me and stated which ones DID NOT have the equipment, and which locations that DID have the equipment. If the location you desire does not have that piece of equipment, it gives you a dropdown showing what equipment they do have available. The location I selected was the only one out of many locations that showed to have that trailer. I selected a time to pickup and "confimed" the reservation with the website. I was then sent a "Confirmation" email verifying my reservation (pdf attached). If the site only displayed "Preference" than why would they inform you if the location does or does not have the equipment you are looking for? The word "Confirmation" denotes that something is completed or is finalized. When I pay a credit card bill, I receive a "Confirmation" number. When I set a install or delivery date from any company in the USA I receive a "Confirmation" number confirming my appointment. These confirmation numbers represent a way to show the company that you have proof or a receipt that they have verified an appointment or transaction with you the customer. I have attached a screen shot of the U-Haul website where the gaurantee is listed as well as the popup for the "Learn More" button. There is no other qualifying language other than what is apparent.
Regards,
Business
Response:
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Traffic Manager of our Fort Worth regional office, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:
Mr. [redacted], We have received your complaint over the reservation guarantee. We at U-Haul value your business and input, I would also like to apologize for any inconvenience this has caused you. We are issuing you a $50 VIP Certificate, which will be good at any U-Haul location, and can be used on your next rental or any other items that you may need. There will be a separate email sent to you with the VIP Certificate #, make sure to keep this for your records as the Certificate # will act as a voucher and can not be redeemed with out that #. Though this specific situation does not qualify under U-Haul's Reservation Guarantee Policy, we do value your patronage and would like to compensate you for your troubles. Thank you for patronage and input on this matter, and I will forward the information to our web site development team for review. If I can be of further assistance let me know. P.S. Your VIP information is as follows: Vip # 34ab5b1e issued for $50.00 [redacted] Traffic Control Manager
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: Our family rented a Uhaul truck in [redacted] and returned it on 10/16/2013 to [redacted] in [redacted]. We had paid the full rental fee at the location in [redacted], and did not owe any additional money at the time of return. (No late fees, no gas fees, etc were owed). The lady working at [redacted]s received our return, printed us out a receipt that clearly states "Total charges $0.00, total paid today $0.00." We took the receipt and left, thinking that the rental was settled and that we did not get charged any money.A week later we checked our bank statement and discovered that on 10/16/13 we had been charged $250.00 by [redacted]s. We had not owed them anything, since we paid the full amount already at the original location, did not owe any additional money upon its return, and the store had specifically told us that they had not charged us any money, yet they went into our account after we left and charged us $250.00, a number that they apparently pulled out of thin air. Taking money that is not owed, without permission, is simply theft. We've already filed fraud charges with our bank.
Product_Or_Service: Uhaul rental
Account_Number: Contract # [redacted]Desired Settlement: We want our $250.00 back. We did not owe them any money, and have the receipt that they gave us that states, "Total Truck Charges: $0.00, Total SRI Charges: $0.00, Grand Total: $0.00, Net Paid Today: $0.00." We also have the receipt from the original rental location in [redacted] showing that we paid the full rental amount there. We want our money back
Business
Response:
November 6, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] whose name is actually on the rental contract.
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email:
Mrs. [redacted]
Good afternoon, we have received your Revdex.com complaint and have reviewed your concerns. I also left a message on your voice mail but wanted to send you this email with all receipts from your rental.
On 10/7/13 you rented a 26' truck and tow dolly from [redacted] to [redacted] and paid the one way rate. This rate actually allowed 4 days but an extra day was added at that time for no additional cost. With the 5 days allowed, your due date and time was 10/12/13 at 7:09AM. When the equipment was not returned by this date we tried to call the number on your contract but there was no answer and the voicemail was full. We also sent a request to the email address on the contract asking for a return call. We did not receive a response. By the 15th, the equipment still had not been returned so we charged $250 to the credit card to extend the rental. A receipt of this charge was also emailed.
Upon your return on the 16th, the current balance due showed zero and 10 days allowed instead of 5 because we had already processed an additional charge at a discounted rate to cover this. With no discount, the overage charges would have been over $400 at $40 per day for the truck, $20 per day for the tow dolly and $21 per day for the safemove/safetow plus taxes.
I do apologize for any misunderstanding that led you to believe we were not collecting overage charges but I assure you that we in no way attempted to commit any fraud or theft against you. We have only collected on money that was owed for the use of our equipment. If this has created a financial hardship for you, we would be willing to meet you halfway on these charges and refund $125. Please let me know if this would work for you. I can be reached by email or phone at ###-###-####.
Thank You,
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: Below is a copy of an email I sent out to uhaul in various dept.
Hello Mr. [redacted],
My name is [redacted]. I am a former customer from a vendor on Main St, Ramona Ca ([redacted]). Mr [redacted] my problem started approx 14 months ago. I was in the process of moving with my husband to another town. About 1 1/2 hrs before leaving town my husband left briefly to say goodbye to some family friends. A tragic situation occurred and he did not return home. At which time I lost my home, husband, and any and every bit of money and cars we had. I lost my entire life in a matter of 15 minutes. Needless to say I could not pay for the extra days we had the 24 foot Uhaul truck and had no place to put the whole 3 bedroom house full of our things. I phoned the drop off location and left a message, but the vendor whom I rented from came and took possession of the truck with all my belongings inside. I made imediate contact with the vendor. However being distraught and not it the rite state of mind from the trauma I did not stop to think he had no rite to keep my things, and he never said I could come retrieve them and I spoke with him a couple of times before the truck even went down to the Lemon Grove Strorage. Anyways after numerous attempts to contact the gentleman I worked with from the vendor, leaving notes and physically going to the location. The gentleman I worked with conveniently quit and no one bothered to tell me until I demanded to speak with owner and they didnt even know what happen to my things. Finally my things were located and I was connected with the facility which had my belongings. I spoke with a gentleman by the name of [redacted]. The conversation took place around the 2 to 3rd week of august, at which time I made arragements to come pay $100 and pick up my personal belongings which occupied a total of 3 of your units. I had made arrangements to be there on the 5th. I got bit by a black widow and was moving again and had trouble getting to the storage on the 5 th but I did call and sent a email thru your 800 customer service number. At no time what so ever not even when I spoke with [redacted] after the so called auction notice was sent cert mail, did [redacted] ever mention to me that my unit was going to be auctioned off on the 5th or of any auction notice being sent out? The address it was sent to was the address I was going to be moving to at the time when I first rented to truck. I never did move there, however it is owned by a close family friend, whom passed away in July, but any other prior notices or mail I would have absolutely recieved. I would like to know why I was never not once notified that the [redacted] was in possession of everything I owned? Never not once. Also I gave [redacted] a new contact number for me and I was never informed of an auction to take place via phone call and I can Verify that thru Google. Nor did I recieve any calls back when I left messages for [redacted] about getting there after September 5. I came to pick up my things not last week but the week before and [redacted] informed me that my things were auctioned off the 5th when I did not come to get them. I have another question? Why if I had made arrangements to pick up and pay for my things on the 5th , why would they be auctioned off at 9 am September 5th 2013 ? Why if I made arrangements to get them on the 5th would uhaul not wait till the end of the business day before moving forward? I spoke with Patrick the general manager and his answers and excuses were Lame if not insulting!! I would like immediate assistance if that would be at all possible. I know your a busy man and there are probably procedures that have to be followed. That being said, I am certain that proper procedure information verified via [redacted] I was not properly notified nor given the legal time frame and I am having a hard time locating the public notice that was published. I am consulting an attorney this afternoon and would very much like a response to this email via email. Also my phone number is ###-###-####, or ###-###-####. Thank You for your time and I know that was alot of info I hope it was clear enough for you and you were able to understand the chain of events. I also understand I did not give you exact dates just time frames, however I can provide exact days, on most everyone of the occasions. I can provide Google Documents of all my incoming calls and messages recieved to verify that the call [redacted] said he made to me in August was never made. Mr. [redacted] after the past traumatizing year I have had, a smooth prompt and fair resolution would be a blessing for me. I understand asking for compassion and understanding from a company such as Uhaul is not business like conduct for financial and legal matters. Possibly I could ask for responsibility and accountability for a resolution?
Sincerely,
[redacted]Desired Settlement: Mr desired outcome of course would be a monetary resolution, that uhaul will compensate me for the contents of a 3 bedroom home, which is the size of my belongings they had. They put my things in 3 units. Id like this to commence in a prompt timely maner, without the need of myself having to obtain an attorney, and to be fair.
Business
Response:
November 15, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Ronald [redacted], our President for our San Diego regional office, followed upon the information Ms. [redacted] provided. He informed our office he left several messages for Ms. [redacted] requesting a return call. His records indicate proper notification of the auction was given. Ms. [redacted] currently owes $4,655.95 for storage, auction and truck rental fees. Mr. [redacted] has documented that Ms. [redacted] contacted them on August 21st to do a $100 settlement and was told she needed to come in prior to the auction that was scheduled for September 5th to get this taken card of. Ms. [redacted] neglected to do so, therefore the items went to action. Ms. Stain can reach Mr. [redacted]’s Executive Assistant, [redacted], directly at ###-###-####.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is California Lien Sale Law from
[redacted] it says.
The procedures a storage facility owner legally must follow are very
specific. The owner cannot do anything until a payment is at least 14
consecutive days late. Then, a “Preliminary Lien Notice” may be sent,
which should notify the renter that her right to use and enter the
storage facility will cease on a specific date (“termination date”),
which is no less than 14 days from the Preliminary Lien Notice.
After the termination date, the owner must
send a Notice of Lien Sale indicating a date after which the storage
facility will be sold or auctioned. This date must be no less than 14
days after the Notice of Lien Sale. To avoid a lien sale at this stage, a
renter may pay the lien amount, or send a declaration in opposition to
the lien sale to the owner via certified mail. This declaration must
meet specific requirements and may lead to a court case.
Once the date provided in the Notice of
Lien Sale has passed, the owner must still place an advertisement in a
publication one time per week for two consecutive weeks with information
about the anticipated lien sale. A renter may still choose to pay off
the lien even during the publication period, but it may not mean an
immediate return of her property. It is likely that a court would get
involved to determine the distribution of property.
Late fees may be charged and added to the
lien amount, but they must be “reasonable.” This means that there is a
10 day grace period after the due date for a payment during which no
late fees may be incurred. Thereafter, there may only be one late fee
assessed per late payment. The late fee may not exceed $10 for a rental
price of $60/month or less or $15 for a rental price of $61-$99/month.
For rental agreements of $100 or more per month, the owner may charge
$20 or 15% of the rental price, whichever is more.
If a lien sale goes forward, a renter
still may have rights to money, even if an owner fully complied with the
terms of the legal requirements for lien sales. After a sale, the owner
of the storage facility may maintain the proceeds equal to the lien
amount and costs of the sale. Any proceeds in excess of that must be
retained by the owner for one year post sale and may be claimed by the
renter. If they are not claimed, the owner may NOT keep them but must
give them to the county.
That being said, I would like to remind mind you that I did not rent a storage from uhaul I rented a truck and by default they came into possession of my personal belongings and made no attempt to inform me they were storing my belongings.
Plus they by no means followed any of the lien sale laws and I would like documentation of the letters sent to me. I would also like proof of the public notices they put in the paper. I found 2 notices, but they were not within the proper time span. Also I do not owe Uhaul $4,655.95 as Uhaul stated themselfs, I made arrangements to pay them only $100 and I could get my things. If I was told my things were to be auctioned why would I show up later to retrieve them. Its comming down to [redacted]s word (the manager at the storage) against mine. Well Uhaul is a large corporation and has strict company guide lines. I would say that would make documentation essential. So to protect themselfs being that they are held to strict Laws and guidelines. So give me proof of this correspondence, that was so called made to me. I would also like documentation that the proper and legal steps were taken at the time of auctioning my things off per california state law. I have attached some screen shots of my ability to search and have record of my calls, missed calls, voice mail, ect. Just simply stating that the manager communicated to me is not acceptable. Of course he is going to say he did. I want to see proper Lien Law documentation. Remember I did not rent a storage from you ... I rented a truck. Yes Ronald [redacted] started to try and contact me 11/12/13 and when I called him back he was gone in meetings till Monday. We had a couple of missed calls from eachother between then, but I stoped trying to talk with him after I filed this complaint.
Sincerely,
Regards,
Business
Response:
December 17, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
Please be advised that on December 3rd and 4th I forwarded your office notes documented in the storage account for Ms. [redacted] as well as letters to Ms. [redacted] and the newspaper notice for the auction of her storage unit. Ms. [redacted] was aware if she did not come in to settle her account before September 5th, her storage unit would be auctioned. She neglected to do so and the auction proceeded. We stand by the information our President for our San Diego regional office, Mr. [redacted], relayed that proper notification of the auction was given and all charges on the account are correct.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was able to review the storage note webpage, which Im not sure why the Uhaul storage management page is not used, however very clearly from the notes provided your bookkeeping skills are not very accurate in the least and altho there are many conflicts in the dates and the entry times, it seems that phone calls were recorded and not any record of any mail being sent out. Perhaps Uhaul may want to take a closer look at the document they provided as to the record keeping of my units. I would also like to make Uhaul aware of their #1 mistake and that is that after looking at these records and feeling as tho something was missing...I remembered a phone call I made to the corporate 800 Uhaul customer service, that conected me with the storage unit in the first place....yes this is true. As I can now recall it was a Uhaul customer service rep that conected me with the storage manager [redacted]. I am waiting on some review of phone records and with any luck I will have this documentation. However this may be...the fact of the matter is the California Lien Sales Laws were not followed properly and after any contact with me and new arrangements for payment the process of the lien sale should have been started all over again from the begining. Because as your company documented my new balance and agreement for payment was $100. New agreement, therefore new process wouldn't that be correct? Even if that new arrangement hadn't been made. Uhaul can by no means verify that I received any legal documents. They are sent certified mail and must be signed for. I will also be contacting the post master of the address they say they sent mail to. I would like return documentation please. Because it wasnt until I filed this complaint, that Patrick Downey thus informed me that a certified letter of the lien was mailed to my destination address on July 26th, and according to Lien Laws of Ca. they have to give my 14 days after proof of delivery to start Lien process, and they are supposed to wait 21 days if no conformation is received, and then start the public notices 2 consecutive weeks prior to lien sale they ran lien sale 2 days... one rite after the other I believe on the 19th and 21st neither one of those days are the beginning of the week. That alone voids your so called proper notice. Please take a better look at the documentation you presented to me please take a look at the last entry which appears first on the sheet, why did you make a note on 10/28/2013 that I was spoke with on aug 21 in regaurds to my units if they had been already moved out a close to 45 days prior? Also why were my units said to be moved out on the 10th and the 12th of September when the units are to be moved out the day of the auction? I would like to request that someone in charge at the corporate office in Arizona be contacted and notified of this communication we have thus far had with the San Diego Depart,, I would also like this communication to be made directly with the Corporate Headquarters directly and not thru the department we have been communicating with. With all do respect I do not believe these documents are true and proper protocol and would like that verified with the main office. I am sure that there is a department head that oversees the region. I would also like for the main office to verify any call records and other documentation that were made in reference contract # [redacted]. Due to the inconsistencies they provided in their documents. Thank you for your time.
Regards,
Review: My complaint today is with U-Haul, I rented and paid for a cargo van on December 14th and I returned the vehicle the same day with gas. The following Monday, December 16th I received a bill for and additional $46. I contacted U-Haul about the charge and the gentleman did not know what the charge was for, he asked if I could call back at a later date. I agreed but was under the impression that it was a billing mistake. During rental I was told to return the vehicle with the same amount of gas and by 11am on December 15th.Today, December 27th I noticed $30 was taken out of my account from U-Haul and at first I was a bit nervous because recently I was a victim of the illegal charges from [redacted] and we have been monitoring my card and in the process of getting a new account because I dont want to take the chance of illegal charges on my account.; so the first thing that came to mind was an illegal charge. After looking into the billing activity I noticed it was U-Haul and I have to admit, I forgot about this charge because I thought it was a billing mistake and was corrected.I contacted the U-Haul office and spoke with a young lady in billing, in the beginning of the call she wasnt listening quite well after giving her my name and she repeated your last name is show? I repeated my last name and she repeated, [redacted]; she couldnt get my name right.The representative continued to look for my account and she found it, she began to go over the account information with me, which I didnt address my concerns she just started talking. I interjected What is the 46 dollars for? The representative continued to talk, I interjected again with Maam and she continued to talk louder and even more. So I became frustrated and yelled, will you let me talk! And she replied in a sarcastic voice, and at that time I was irritated and upset with her and I lashed out and hung up the phone.Desired Settlement: I have never allowed a representative or even a person to get me so upset that I yell at them. I work in customer service and my rule has always been to let the customer speak and explain their side, even if they begin to interrupt I politely stop talking and allow them to speak. And my response is May I explain? Sometimes people just want you to listen. I have never talked over a person, having proper phone etiquette is part of every business. Once a representative loses control of themselves there is no way of controlling the conversation or call, both parties are upset and complaint will follow.I have always believed in giving people wonderful complements but this call brought out an ugly side of me and an ugly side of the representative, and it is all because she wanted to over talk me and respond in a sarcastic way.What would I like to be resolved? Well for starters I just wanted to know why my 19.95 rental turned into a $65 dollar charge. And with fraud circulating with unauthori
Business
Response:
Thank you for your concern for our customer Ms. [redacted], Senior Staff for the [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining her estimated rental charges came to $37.04, which included a calculated mileage use of 20 miles. The actual mileage used was 45 miles. Total rental charges included $19.95 for the Cargo Van, $26.55 for the mileage, $1 for the Environmental Fee, $6.22 Tax = $53.72 - $37.04 previously collected = $16.68 balance. When we tried to collect the balance on the credit card on file, it was declined. The balance was put on a Promissory Note and sent for collection. Our Collections Department set up a collection account and applied the $30 collection fee. Ms. [redacted] explained we were able to charge only $29.30 to the credit card on December 26th, leaving a new balance of $17.38. Any further questions or payments can be directed to our Collections Department at ###-###-#### on Account#[redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Review: I rented a truck from Uhaul on Saturday January 11. I picked up the truck at 9 am and returned it at about 5:30 pm. When I went to turn in the truck the guy I talked to said that there was a small ding on the upper side of the passenger side of the truck, just above the door. I told him that we had not hit anything and he told us that it was probably something that everyone missed previously and that everything would be okay. He told me that I would be getting a refund of roughly $35 back from what I had originally paid when I took the truck. I received an email receipt about 5 to 10 minutes later. about an hour after that I received a phone call from the manager from the store stating that there were damages to the truck that we had to pay for. I told him that we were not going to pay for damages we did not do and he told me that they were not marked on the truck paperwork when we took the truck therefore it was our fault.Desired Settlement: I would like the company to stop trying to collect money from me. They clearly stated that everything was fine and did not mark down on our contract where damages where when we left. Their contract states that all damages will be assessed upon returning the truck and settled before leave the store. Since we were told that we were done and would get a refund I do not see how they have legal ground to tell me that they can still charge me.
Business
Response:
January 16, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mrs. [redacted].
[redacted], Senior Staff for our Inland Northwest regional office located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office she sent her the following email:
Dear Ms. [redacted], Thank you for your communication concerning your recent U-Haul rental. Communication like yours are extremely helpful as they keep us aware of problems encountered at a local level. Please accept our thanks for taking the time and effort to write us. After reviewing the video footage at the time of your rental Saturday morning, we were able to determine that your 17 foot truck was rented to you with no damage and was indeed returned with new damage. I have been advised that they did tell you about the damage while you were still there, but you did not know how the damage occurred and thus advised you did not want to pay for it. Your contract was placed on hold that evening so that our shop could do a damage estimate on it to assess the damages and the repair costs. According to your rental contract addendum (document holder), #4 indicates that "Customer agrees any charges that cannot be determined or that are not known to Company at the completion of the rental are payable by the Customer immediately upon receipt of an itemized invoice." I understand that Monday morning after completing your contract, the GM, [redacted] emailed you a copy of your final invoice, which you acknowledged having received in your Revdex.com File. I regret to inform you at this time we are declining your request to not be charged for the damages, as all evidence suggests that it did occur during your rental. Sincerely, [redacted] Customer Service
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My name is [redacted]. My reference number is [redacted]. The following email is the email invoice that we received Monday saying that we owed charges for the damages. I will be sending another email with the pictures of the damages. Thank you for all your help.
Review: Reserved a 26 foot U-Haul truck in late February 2014. Secured reservation with credit card. Was to pickup this truck 28 March by 4 pm. Went to Verona Road U-Haul location around 3:40 pm on 28 March. Truck that was reserved was pulled up for me to inspect prior to renting. Initial walk around truck indicated two clearance lights on top of truck were not lighting. This was my first concern. Brought this to attention of location manger [redacted] and she did not appear to know what to do. Asked who her boss was. She replied, "just call the customer service number". Upon further inspection I discovered a fluid leak under the hood. The driver side leaf spring was completely covered with fluid, along with the side of the engine. At this point I let [redacted] know that I needed a different truck. She claimed they only had this truck available. I then got a number to speak to [redacted] boss , a [redacted]. [redacted] was unavailable to speak to me, so while on hold I investigated the leak further. In looking closer I determined there was a leak coming from the brake master cylinder and the oil cooler.
By this point a traffic manager named [redacted] got on the line with me. He was rude in interrupting me multiple times and letting me know I had to travel across town (on a Friday evening) to get a truck from another location. I let [redacted] know this was unacceptable, as I was promised a safe, roadworthy truck at the location I was at. Finally I had no other choice but to go to another location and rent from them.
Throughout this ordeal I had hired two movers to be at my home. This cost me $90 per hour. Due to U-Haul's lack of maintenance and customer service, I was two hours late in meeting my movers, on top of all the inconveniences I experienced. [redacted] finally conceded to offer me $100 rental for the weekend, which the discount did not even cover my losses in paying movers for two hours.
I am concerned with two aspects of U-Hauls practices : first in planning to rent vehicles with severe leaks in critical components to the public. And second, their less than desirable customer service throughout this incident.
I would like to be reimbursed $180 for the expense incurred by me due to their lack of adequately inspecting their equipment.Desired Settlement: I am still awaiting a promised phone call from [redacted] and $180 for my expenses incurred.
Business
Response:
April 2, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.
[redacted], our President for our Western Wisconsin regional office, spoke to Mr. [redacted] on March 31st and April 1st regarding his rental concerns. Mr. [redacted] asked Mr. [redacted] to ensure equipment inspections were done more thoroughly. Mr. [redacted] advised our office that Mr. [redacted] had already received a $160 discount when he picked up the other truck at our Eastside location. No further refunds or adjustments will be offered.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
Nothing has been mentioned as to how U Haul intends to adequately ensure unsafe trucks are allowed on the road. Further, I consider the $160 discounted price compensation for my time and travel to pick up a safe truck at a second store.
Business
Response:
April 4, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. [redacted] and Ms. [redacted].
[redacted], our President for our Western Wisconsin regional office, reviewed the information Mr. [redacted] recently provided. He advised our office he explained our maintenance program to Mr. [redacted] along with our dispatch and receiving inspection policy we have in place when he had previously contacted Mr. [redacted]. He assured our office he will ensure proper procedures are being followed locally and corrective action taken where needed.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
Executive Assistant
U-Haul International
Review: I reserved a truck for 5/17/14, "guaranteed" pick-up at 10am. I arrive at the location listed on my confirmation get checked in (license & CC taken) and then told the truck has yet to be returned, it was due back over an hour prior and no one called to let me know of the delay, and they didn’t know when it would return as they only left voice mails. They offered no replacement truck from their location, I requested them to look at another location, which I was told there was no one-way trucks available in the area. Now an hour after my "guaranteed" pick-up time I leave without a truck, and without U-Haul’s $50 guarantee (if location/truck size isn’t accurate), and now afternoon time on a Saturday with [redacted] rented out too. I call customer service 3 times, talk to 6 people who didn’t try to help in any way (2 refused to give their names), only promised a manager would call me back, which didn’t happen. I emailed 4 different depts. from their website, with not one returned email to date. I finally received an email (4 days later, from [redacted]) stating I would be given the “$50 U-Haul Guarantee" and " It is our understanding that on the day of your rental the previous customer was delayed in returning the equipment from their rental which in turn delayed your departure. Our U-Haul store on Teal Avenue did have a truck to accommodate you, however, we understand that you were unable to travel to that location for the equipment”, which is NOT accurate, as I was told there was NOT another truck in the area available. To get this email from U-Haul 5 days later after I was told no other U-Haul in the area had a replacement is beyond frustrating and infuriating. Even more so when my initial reservation was for Teal Ave/Canal St which U-Haul changed to Erie Blvd claiming Teal Ave didn’t have one (per Cherie 5/16/14). I had movers at both locations (one way move, 40 miles), my livelihood in boxes, and a landlord whom expected us out, as he stated showing the apt. To make matters even worse, the customer service was nonexistent. The manager ([redacted]) was talking under his breath to the female he was training 2 feet in front of me, “I told you the counter would be rough”, and “These people need to realize if the truck isn’t retuned there is nothing we can do about it”. He never even apologized, and I never heard back from U-Haul again. I attempted every available option to contact U-Haul, via phone, email, and letters, which I received not one response, and conveniently the "President's" phone number listed on the back of the Manager's Business card is disconnected ([redacted] ###-###-####).Desired Settlement: I would like an apology from an executive personnel with explanation of how this issue of lack of customer will be addressed with store, and reimbursement for rescheduling fee for movers and prorated rent (1 week).
Business
Response:
May 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the delay in issuing her a refund for the $50 Reservation Guarantee Fee.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: I called and made a reservation for a 6x12 enclosed trailer on 5 May 14 for a pickup on 10 May 14. I was given a confirmation number ([redacted]) for the rental and thought everything was good to go. I even called the morning of the pickup and was never given any indication that there was any kind of problem. When I went to pick up the trailer at the main UHaul center in Hampton, VA, they did not have the trailer. They did have the trailer at another uhaul place down the road but it was closed. Since I was on a tight timeline I had to get on the road to Greensboro, NC. As a result, I had to rent a 5x8 ( that was all they had available) trailer in Greensboro, NC (I was moving my son from Greensboro to Charlotte). This caused me to have to make a round trip from Greensboro to Charlotte to get everything moved since the 5x8 was not big enough. It also caused me to have to keep the trailer for an extra day. Additionally, it cost me a tank of gas for my truck ($80) and many other inconveniences. After about 5 phone calls to Uhaul customer service over a 2 week period, I finally got to talk to an area manager (Mr [redacted]). They had already had both the Hampton and Greensboro dealers call me but I had insisted I wanted to talk to a higher level since this was clearly a central booking issue. He asked me why I refused the $50 refund offer from the local Hampton dealer. I told him that it was'nt their issue and I would expect the entire amount to be refunded based on the situation. He said "so you want to use the trailer for free" and that all he could offer me would be half the cost of the rental. I was shocked at how he was basically implying that I just wanted something for nothing. Worst customer service I have ever seen.Desired Settlement: The entire amount of the rental-$127.08
Business
Response:
May 30, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Field Manager for our Tidewater regional office, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience he experienced with his trailer rental. He also explained that Mr. [redacted] had accepted the refund of $63.54 that was offered as a resolution by our Area Field Manager, [redacted] Waswa, on May 28th. Mr. [redacted] should receive the refund check within the next 10 business days. No further refunds or adjustments will 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
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.
To clarify, I told the person ([redacted] I think) that "I guess I have no choice" when he offered me half the amount of my rental cost. After that phone call, and the way I had been treated ([redacted] made me feel like I was some lowlife that was trying to get something for nothing), I decided I did have a choice and that choice was to take it to the next level. What gives a field/regional rep the right to say that is UHauls best and final offer. That is when I filed with the Revdex.com. I wanted to see if customer service/ satisfaction really matter to that company as a whole.
Regards,
Business
Response:
June 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Field Manager for our Tidewater regional office, reviewed the information Mr. [redacted] provided. He advised our office that as previously relayed, Mr. [redacted] was offered and accepted, what we feel is a fair resolution, a refund for $63.54 on May 28th. There will be no further 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
Review: I have a two part complaint.
(1) In late February / early March I rented a truck from UHaul for a move from [redacted], British Columbia to [redacted], BC. For personal and employment reasons I ended up dropping off the rental vehicle in Edmonton, which is a much shorter trip with substantially lower rental charges. The original rental charge for vehicle was supposed to be total charges to FtStJohn of $1194 ($1328.53 including local taxes). The UHaul phone system (recorded) notes that changes to the original agreement can be made for free.
Rental of the same equipment to go to Edmonton it should have cost $389(truck) + $79(auto transport) = $468.00.
Add the insurance CDW charge of $75+$50=$125.
Add $5 enviro fee
Add $10 furniture pad rental
Add extra day use charges and extra mileage charges totalling $269.05.
Total charges to Edmonton should have been $862.05 ($905.10 including local taxes).
That is substantially less than the amount I was charged for a rental to FtStJohn, which makes sense since FtStJohn is about 2x farther trip than Edmonton, and is more remote. Since I dropped off in Edmonton that should have been a $423.43 lower charge than for a trip to FtStJohn.
I was given no refund for this difference, although I did request a refund three times I received no satisfactory reply in that regard.
Again, UHaul claims that changes to the original agreement can be made for free, but does not appear to honour that statement.
(2) Upon dropping off the truck in Edmonton, I was then charged further charges of $269.05. I paid these charges because the representative at the dropoff location ([redacted]) told me it was just a formality and I would be able to get it refunded. I was tired after moving and paid the fee planning to get a refund later. I subsequently emailed the UHaul billing/complaints department and corresponded a few times with a UHaul company representative (I have copies of these emails), and he claimed to have refunded this secondary overcharge. I checked my credit card bills, and he did not refund this charge as he said he had. I subsequently asked him again to re-check his records and to please provide this refund as he had agreed, and he replied claiming to have record of a refund dated March 5, 2014. My credit card statement clearly shows I was charged this additional fee on that date, but that no refund of any type was issued by UHaul.
I have copies of all the original billing and rental papers, and also copies of my credit card statements which show details of the billing and lack of refunding. Should those be required to help with this dispute I can provide copies.Desired Settlement: I am seeking a refund on the overcharge described in part 1 ($423.42), as well as a refund of the additional overcharge described in part 2 ($269.05).
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and calculated his rental from [redacted] to Edmonton to be a total of $909.09. He paid previously $1,579.58 and had already been issued a refund for $110, leaving a balance of $578.49 owed to him. The refund for $578.49 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: I rented a truck for a round trip move involving 110 miles round trip. While driving the truck, the speedometer started moving back and forth and the truck lost power. We had to cost to the side of the road in a construction zone. When Uhaul was contacted that said that we had to stay with the truck until someone could come and repair it. I explained that the truck was not safe where it was located and that the truck was not repairable. We had not loaded the truck and it would not be safe to try to drive it for a long distance. I called roadside assistance and they would not provide the last name of the person nor transfer to a supervisor. I called numerous times and was put on hold and transferred to only be disconnected. My husband called and was told that they were still looking for a person to come out and take care of problem. We left the keys with the truck and had to rent with another company. Uhaul charged me over $400 for a move that did not occur due to their incompetence and the renting of a truck that was dangerous. Customer service states that the truck was driveable and now it is 50 miles from where I rented the truck. It is unreasonable for them to expect me to put my life in danger to get a truck back to them that was inoperable and unsafe. I refuse to pay the fee and I feel they have the worse customer service in the world! I have never been treated so rudely. In the past I have rented at least 6 times from various U-hauls with a problem. However, I now know that if a problem is encountered, they will blame the customer and provide zero assistance.
Product_Or_Service: Uhaul Rental Truck
Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund
I want the charges taken off my credit card. I have also disputed this with the credit card company. I ended up having to pay $250 to rent a truck from [redacted] for the move.
Business
Response:
June 25, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our [redacted], followed up on the information Ms. [redacted] provided. She informed our office a refund for $410.65 was issued back to Ms. [redacted]’ [redacted] account as an adjustment on her rental. The refund should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: 6/10/2014, I made a tel. res. for 3 UBox pods,master order #: [redacted];Pick up the uBox pods on 6/28, at the Hermantown, MN loc. 6/20 I drove to Hermantown location, reconfirmed my order, asked that pod pickup time for 6/28 be changed to noon, was told change was made. 6/23, I contacted Hermantown Uhaul mgr., asked if uBoxes were on site. He told me he would call me back. He didn't call. 6/23,via Uhaul live chat (https://www.[redacted].com/[redacted].aspx?guid_user_session=new&site_name=...⇄ the # of pods to 5, was given phone [redacted] "they are the ones who have oversight to equipment & its location". Called [redacted], was told no Uboxes available, that UHaul had run out of UBoxes could not guarantee that any uBoxes would be at Hermantown, MN on 6/28. Woman on phone said she would speak with manager about my reservation & call me back. She didn't call. 6/23, I completed and sent online contact form, with subject line Ubox (portable storage)(http://www.uhaul.com/Contact/Email.aspx) detailing challenges with Ubox reservation. Didn't receive response. 6/23,did a [redacted] search for u haul corporate office complaints. At https://www.[redacted].com?gws_rd=ssl#q=u+haul+corporate+office+complaints, displayed Address: [redacted], Phoenix, AZ 85004, Phone:[redacted]; called [redacted]; woman in Mkting. Dept. answered, transferred me to a # that disconnected. 6/23, late afternoon, called Hermantown Mgr.to resolve reservation;was told that my reservation was incomplete and no uBoxes would be at Hermantown, MN on 6/28. 6/23 late afternoon, called [redacted] to resolve reservation; Woman said that only 1 UBox ordered, that she needed to call Hermantown Mgr., that she had been on the road all day & did not know what was going on; Told me she had to end the call.I will provide additional detail if needed to resolve this compliant.
Product_Or_Service: Uhaul Ubox
Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund
I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move. This includes any costs detailed on order #: [redacted].
Business
Response:
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Northern Minnesota regional office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] on June 26th and left a message explaining it was her understanding that our Traffic Manager, [redacted], assisted her to her satisfaction, that the boxes were in Duluth ready for her move and to call her with any further concerns she may have. She is willing to offer a resolution when she hears back. As of yesterday, June 30th, Ms. [redacted] had not received a return call.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from uHaul did not address my complaint resolution, therefore I am unable to accept the response made by uHaul to resolve my complaint.
Since 6/10/2014, I have made a minimum of 10 calls to UHaul regarding my rental of Uboxes as well as 2 live chats.
Since 6/10/2014, I have received approximately 10 emails with details about my uBox order, including 6 different invoices under two different contract IDs.
The resolution I asked for was that "...I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move. This includes any costs detailed on order #: [redacted]."
I would now like to add I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move, including any costs detailed on order #: [redacted].
Regards,
Business
Response:
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Northern Minnesota regional office, reviewed the recent comments Ms. [redacted] relayed to your office. She advised our office she attempted to speak to Ms. [redacted] today and received her voice mail again. She offered her apology for any communication errors prior to her rental but added that everything has gone well thus far. Ms. [redacted] explained they will not be refunding her entire rental as requested and left her telephone number if she wished to speak to her.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
Executive Assistant
U-Haul International
Review: I called Uhaul so an agent could assist me with my reservation. I scheduled to pick up the truck on April 30th and wouldn't be able to return until the evening of May 1st. The Agent told me that unfortunately I wouldn't be able to pick the truck up on April 30th due to the store being closed, however I could pick it up on the 29th and she would waive the extra day fee due to the circumstances. I was initially charged $121 when I picked the truck up. The truck had mud and dirt all in the inside and when I pointed it out to the lady so she could mark that on the sheet she told me not to worry about that and I wouldn't get charged a service fee which I did. A few days after I returned the truck I received an email with TWO bills for different amounts $69.17 and $99.17. I was charged a late fee and the extra day fee was never waived like the agent said she would. Then I received a second email saying that Uhaul was going to turn me into collections for not paying the extra amounts!? I called customer service who agreed the bill was incorrect and would stop the charge. Then a week later I received a 3rd email saying that Uhaul was going to charge my card $99.17 for the outstanding balance. I called uhaul AGAIN and went through the whole story AGAIN. I spoke with collections who said that Uhaul had credited my account for $69.17 even though they had never really charged me the $69.17 which was correct, and since the $99.17 charge was pending in my account, her and I both agreed that I should only receive a $30 credit back to my account to make up the difference between the initial credit of $69.17 that I shouldn't have had and the charge of $99.17 that I also should not have had. Well that credit has not come and it's been 2 months. I contacted customer service via email twice and not had a response to this issue. At first I was very understanding about the problems because stuff happens but the lack of customer service is very upsetting.Desired Settlement: Due to the multiple run arounds I have recived, I would appreciate a full refund for this entire amount of $222 ($121.83+ $99.17) that I paid for the entire rental. It is unacceptable that I had to call uhaul so many times and was promised a refund for the overcharge. It seems like so serious lack of communication between employees.
Business
Response:
July 1, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email in response:
[redacted], Your card has been refunded the additional $30.00 dollars that were incorrectly charged to your account. After a fair amount of research it does appear that when your equipment was received in, the dealer issued you a promissory note that he shouldn't have; that particular promissory was never removed from the system due to dealer staff error and therefore resulted in the collections charge of $99.17. That incorrect amount as of today has been fully refunded back in full. The equipment has not been refunded, unfortunately that charge is the correct amount that was agreed upon at the initial dispatch plus the additional day with 80 additional miles included. From all of us here at my company I do apologize for the inconvenience this error from our part has caused you. If you have any further questions, please do not hesitate to contact me. Your refund should take 5-7 business days for processing. Thank you
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 charged without authorization and they caused my account to overdraft and refused to refund the fees. The ceo [redacted] cursed me out and told me good luck getting your money back. He was very unprofessional, he admitted to hiring inadequate employees to handle the customer care center. All this after numerous recorded calls to customer service where I was given confirmation by a supervisor named [redacted] that the fees would be refunded and instead of that happening without my knowledge they closed my case without any resolution.I requested copies of the recorded calls and I got no responseDesired Settlement: I would like to get my money back $180 in fees to be exact.
Business
Response:
Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s bank was contacted on her behalf to request the bank charges be reversed. Her bank relayed they would reverse the charges, however, they would need to hear from Ms. [redacted] direct. Mr. [redacted] explained the extra day charge was a valid charge. A refund was issued in the interest of customer good faith although we were not able to find the person she states she spoke to in Customer Service that provided an extension on her contract. Contract extensions are normally noted electronically in the contract notes. No further refunds or adjustments will 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,[redacted]Executive AssistantU-Haul International
Review: I have a high suspicion of predatory practices, and some evidence. The online reservation request was for a location less than one mile from my house (8th and Main location). I was told there were no vans, there, and given to 43rd Storage (a location nearly ten miles away). I passed the Main location several times and saw no fewer than four vans parked at any given time. The people I spoke to that picked up a van from the Main location live much closer to the 43rd location, and had the same experience. This seems to be clear evidence of manipulation of reservations. U-Haul charges by the mile, which means that they made at least 115% over what they would have off of me and anyone else in my situation.Not relevant to my complaint: U-Haul advertising is very close to a bait and switch. "$19.99 plus fees" should not total over $150, and almost always will. That's unacceptable advertising in my unqualified opinion.Desired Settlement: Naturally, I would prefer a full refund, but a more reasonable request would be an apology, an explanation, a cessation of that practice, and a refund for the distance between the two U-Hauls, which at sixty cents a mile and 15.2 miles (round trip) is only $9.12.I feel petty asking for less than ten dollars, but the most important thing to me is that someone investigate the U-Hauls of [redacted]. This town is built on students moving in and out, periodically, and U-Haul cheats them.
Business
Response:
August 15, 2014
Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/14. [redacted] explained the following in her message::
I called [redacted] and left him a voice mail to return my call. His situation is this. He reserved a van for 4 hours on line. We were going to give him the location he preferred. [redacted] then changed his on line reservation from 4 hours to 2 days. We did not have a van available for 2 days at this location therefore subject to availability he was sent to a location to accommodate his 2 day rental. As soon as [redacted] returns my call I will advise him of such. Thank you...[redacted] can be reached at [redacted] or [redacted].
Our customer are very important to us and we regret to hear of situations that cause problems for them.
Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-haul International