J.R.J. Tara Corporation

Review: In addition to an outright cancellation of a reservation made thirty days in advance, I was physically and verbally assaulted by an employee at this store who refused to provide his name.We were scheduled to have a U-Haul 14' box truck available for our move on 09/29/2013. On Friday, 09/27/2013, an individual from this store contacted us and told us that our reserved equipment was not available. He did not provide an excuse, and he did not provide any sort of solution so as to remedy this dilemma.Upon hearing this news, we contacted the U-Haul corporate office and they had personally guaranteed a vehicle for us on our originial date of 09/29/2013. They gave us a confirmation number, and they outright told us that this location had the vehicle available.Upon arriving at the location on 09/29/2013, this location stated that they did not have the vehicle. After contacting the U-Haul corporate office to inform them that there was no vehicle available, the corporate office indicated that this location had intentionally deleted our reservation and attempted to contact the location directly. The indivdual working at this time then proceeded to deliberately ignore the phone calls from their corporate office.Upon ignoring the phone calls from their corporate office requesting an explanation, the employee working at this location physically assaulted me by pushing me in to a fence and hurling profanity and me and the rest of the members of my party. A brief struggle ensued between the employee at this location and the members of my party, and the police were eventually called.The fact that an employee at this location physically and verbally assaulted a customer completely baffles me, as I have never experienced anything like this. In addition, this location deliberately went against orders from their corporate office and provided an absolute pathetic example of customer service - acting like children in that they attempted to avoid all contact with their superiors

Product_Or_Service: 14' Box truck rental for moving

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like an investigation to be launched against this U-Haul location in an attempt to ensure that my experience does not happen to any other customers. Evidence of the poor customer service and deliberate ignorance of this location can be sourced from their reviews on [redacted]I would like this location to be sanctioned and the individual that assaulted me fired. I have never experienced physical assault from an employee of a business, and

Business

Response:

October 9, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office the requested documents from Mr. [redacted] and Ms. [redacted] were received this past week and a full refund has been 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: 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: My name is [redacted]. I went into your Carrollton, Tx facility store number [redacted] On Friday 10/17/2014 at 945 am. I originally needed to rent a 10 ft truck, I found out the truck was not big enough for my items, so I then had them switch me out to 14 ft truck.

The blonde hair lady was affable and helpful, unlike the rest of this experience. All of this is on camera so it really should not be hard to see and hear. The locations has cameras. I have no problem with you viewing the tape, I personally think it would help.

We then left the facility, not sure of the time but it should be on tape. I live exactly 15 miles from the Carrolton facility. I live in Irving Tx. I drove straight home and emptied my truck and drove straight back, all in all it’s a bout a 18-22 minute ride to my home and 18-22 minute ride back to the facility. I did not drive an additional 15 miles and will not pay for it. I did put gas in the truck and even gave the receipt to your truckcheck in- person who wouldn’t even look at it. I put 15.00 in gas which was more than was in there when I got the truck.

Your rep of Hispanic descent, sorry don’t know his name, told me to shutup go inside and they would deal with me since his computerized gadget told him, I had driven 64 miles. I immediately protested and said that wasn’t even possibly considering mathematics and the time constraints it would take to drive 64 miles and get back to the facility a little after 1 30 pm.

Once I went inside I was then told by one of the many many many managers there that it wasn’t 64 miles but the trucked had clocked we had went 46 miles. Again I protested this and explained that too was impossible even in traffic it was not possible to drive father than the 15 miles each way. It was a man of Caucasion descent guy sorry don’t know his name. he then mapquested it and came up with the same results that I was only 15 miles away.

The manager named [redacted] then said he would do due diligence about the mileage so that I would not be charged 99.99. I then requested that we take a uhaul truck and drive it to my home and back so that we would have the accurate mileage, he then refused to do that as well.

I then told him, I would rather stay at the store until the account was reconciled and I knew my charges, I was upset due to the poor treatment his counterpart had given me outside. He then told me if I did not leave he would charge me the 99.99 no matter what and I had to leave the facility in order for him to supposedly find out what the mileage issue was and that he would call me.

I did not want to do this and I was right not to leave, he never called on Saturday and my credit card has since been charged $129.99 and at this point, I want every single drop of my money back. I was also charged another $70 for bounced items due to you all taking additional monies that were not agreed upon from my account. That is now $199.99 that is owed to me due to your bungling.

I then called your 1800uhaul number after leaving a message on your managers voicemail as of course he was not available to answer me and I called again today and he was not available to answer me nor did anyone have any idea of his schedule or when he would be in the store again at least according to [redacted] who answered the phone.

** in traffic has left me her info and was helpful she then called the store and told me they told her an entirely different story which is fine because everything is on tape, so that is not an issue for me. I know what I did and what I said which is easy to see if you view the tape. I even left when asked to even though, I knew it was not the right thing to do.

** said a district or regional manager will be calling me on Monday, so far I have little faith and if they do great if they don’t, I am not waiting on the next steps to take care of my needs and the issues that have happened. UHaul has a rep of promising to call you and you never ever receive a call back.

Bottom line I drove 30 miles and should have been charged for such. I paid your rental fee, you insurance and I put gas back in the truck. I will not pay for miles I did not drive and I will not have monies taken out of my account just because you think you can there by causing me to have other issues such as bouncing items, none of which would have happened if your manager had done his job and reconciled the account before I even left the store. It doesn’t take a village to figure out mileage calculate it and charge the customer appropriately. I want all my money back at this point, the bogus mileage charge and all the rental fees plus the two $35 charges that have since been incurred on my account due to you taking monies that wasn’t agreed upon.

I amend this letter as of 10/21/2014. No one called me from your customer service center.

Sincerely,

[redacted]Desired Settlement: I want the entire amount plus the damages they caused to my account refunded in its entirety.

Business

Response:

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

[redacted], our President for our North East Dallas Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] was charged $99.54 for the rental. A refund for the 16 miles she states she did not use has been refunded in the amount of $16 back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Mr. Rowland relayed no other refunds are warranted.

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

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

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

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

Business

Response:

December 20, 2012

Thank you for your

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

actually appears on the rental agreement.

Ms. [redacted], our

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

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

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

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

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

in order to personally address their concerns. She included her

telephone number and hopes to hear back soon.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I made a reservation (#[redacted]) on 5/10/13 for a 26' moving truck to be picked up on 5/31/13 at 8:00am. I received an email asking me to do the "early check in" which I did. My reservation was confirmed on 5/10/2013. I received numerous email throughout the month reminding me of my confirmation and pick up day. At 6:45pm on the night before my family was to move I got a call from [redacted] at my Uhaul destination in Fort Collins telling me that unfortunately they do not have a truck available. I told [redacted] that I did not accept the change as my lease was up, I had to be out of my apartment by midnight the next day, and a family is moving into my apartment on 6/1/13 from across the country. I then called customer service and spoke to someone named [redacted]. [redacted] said all they could do was "guarantee" a truck for me on 6/1/13 at 5:30pm. I told her that this was completely unacceptable but nevertheless accepted the rescheduled rental because I had no other choice. I just now received a confirmation email for my truck pick up on 6/1 and it is for 18 hours and 270 miles! My original time period was 2 days and 270 miles! How am I supposed to load, drive across Colorado, and unload a 26' truck in 18 hours beginning at 5:30pm! This is completely unacceptable! I have small children and have solicited help to move 5/31/13, not 6/1/13! No one seems to be able to help me in customer service and they are rude and hang up after leaving me on hold for hours. I've spent a total of 8 hours either talking to or on hold with no resolution. What is the point of making a reservation if U-Haul can call me the night before pick up and cancel. All I got from the reps was a monotone, "Sorry, I know it's unacceptable, but there is nothing we can do." I went on U-Haul's Facebook page to lodge a complaint and was told that I would be "contacted shortly." 10 hours later a rep named [redacted] called me. To start with [redacted] didn't even know what my problem was. He thought that my problem was with the amount of time they allowed me with the truck (which is a problem but secondary to the real issue). Then, after 2 hours on the phone I'm told that there is nothing in my area. The best that they can do is get me a 14' truck in Idaho Springs (87 miles away in the mountains and not nearly enough space!). [redacted] in "social networking" apparently has placed a call to both the regional manager and the President (?) but I haven't heard back as promised. As it stands now I am borrowing a friends truck, putting our belongings in storage for a day, and picking up a rescheduled U-Haul truck on 6/1/13 at 6:00pm. They say it's "guaranteed" but that's what they said about my initial reservation so there is a definite lack of confidence. I am incurring unforeseen and unnecessary expenses in the form of time and money. I have friends who took time off work and traveled great distances to help my family move only to have missed a full day of work in vain. I am forced to buy storage, pay for gas in my friends truck, and pay to put my family in a hotel for the night. I'm not even including the stress and measurable hardship this has placed on myself, my family, and my friends.Desired Settlement: I'm extremely disappointed in how business in conducted at U-Haul and fully expect U-Haul to compensate for the damages they have caused. If not including all the expenses that I have incurred and explained above then at the very least I would like a full refund for the cost of "service."

Business

Response:

June 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Isenhart.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and assured him she did address his concerns with all involved. She advised him of a full refund in the amount of $228.17 she issued back to his Visa account, which should post on his next credit card statement. Ms. [redacted] also included her telephone number in case Mr. [redacted] wished to speak to her or had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

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 CONTACTED UHAUL ON 23-JULY TO MAKE RESERVATION FOR A TRUCK AND STORAGE FOR 24-JULY I WAS BEING EVICTED AND HAD TO HAVE MY STUFF OUT NO LATER THAN 24-JULY SO THIS RESERVATION WAS VERY IMPORTANT I CONFIRMED EVERYTHING W/THE FINAL REP DOWN TO THE FINAL COST 92.00 THIS INCLUDED A TRUCK ONE WAY N FREE STORAGE FOR A MONTH WELL BY 2:30 MY HUSBAND HAD CONTACTED ME N STATED THAT THERE WAS NO RESERVATION FOR STORAGE SO I CALLED UHAUL ON MY BREAK AND SPOKE W/A MALE REP WHO ADV'ME THAT THE STORAGE WAS SCHEDULE FOR A LOCATION IN DALLAS GA THE WRONG LOCATION SO I ADV HIM THE RIGHT LOCATION ASKED HIM TO CHANGE IT SO MY HUSBAND COME GO GET OUR TRUCK I ALSO ADV HIM I ONLY HAD 3MINS LEFT ON BREAK SO COULD HE HAVE A SUP PULL MY CALL CORRECT THE ERROR ON THERE END AND TO CALL ME BACK THE REP AGREED TO BY 4:30 MY HUSBAND WAS STILL TRYIN TO FIND OUT WHAT WAS GOIN ON WITH OUR RESERVATION A DIFFERENT REP FROM UHAUL THAN INFORM US THAT THE LOCATION WAS STILL IN DALLAS THE STORAGE UNIT WAS NO LONGER FREE FOR THE FIRST MONTH AND THE LOCATION WHERE THE TRUCK WAS LOCATED WILL BE CLOSED AT 5PM WELL AT THIS POINT THE UHAUL REPS DIDN'T UNDERSTAND OR CARE THAT W/O STORAGE THERE WAS NO NEED FOR A TRUCK W/NO WHERE TO PUT MY HOUSEHLD GOODS I CALLED UHAUL MULTI TIMES TO SPEAK W/SUP WHERE I HAD THE PHONE HUNG UP MULTI TIMES WHILE I'M WRITING THIS I WAS ON HOLD FOR A SUP AND THE REP [redacted] HUNG UP ON ME I'M SO UPSET OVER I TOLD ONE REP THAT I WAS GOIN TO THE Revdex.com AND SHE TOLD ME THAT WOULD BE COMPLETLY UP TO ME BECAUSE UHAUL HAS BEEN IN BUSINESS FOR THE LAST 50YRS AND WILL STILL BE AFTER I FILE A COMPLAINT AT THIS POINT MY HUSBAND AND THE REP FROM THE CORRECT UHAUL LOCATION WAS WAITIN ON WHAT TO DO WHILE I WAS ACROSS TOWN ON THREE WAY W/A SUP FROM UHAUL NAMED HEATHER FROM SALES N RESERVATION I ASKED HER IF SHE HAD A LAST NAME AND SHE STATED YES BUT WOULDNT GIVE IT TO ME I EXPLAINED TO HER AT THIS POINT MY RESERVATION WAS SET WRONG I HAVE TO MOVE MY THINGS TODAY SHE ASKED ME WHAT SHOULD SHE DODesired Settlement: MY HUSBAND HAD TO RENT A TRUCK FROM UHAUL 70.00 PLUS GAS NOT THE RATE OR SPECIAL WE WAS QOUTED AND WE HAD TO ALSO PAY FOR THE STORAGE UNIT 18.00 (NOT COUNTING OTHER COSTS I'M NOT ASKING @THIS TIME) I WILL LIKE ALL THESE MONIES REFUNDED TO ME TOTAL OF 130.00 CONSIDIN GAS I ALSO WILL LIKE A COPY OF ALL THE PHONE CALLS THAT I HAD TO MAKE TO UHAUL I HAVE A LIST OF REPS W/IDS # AND LAST NAMES WHERE 90% OF THEM WAS RULED AND DIDN'T CARE ABOUT HOW I WAS BEING TREATED OR HOW THEY REPRESENTED UHAUL

Business

Response:

August 1, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern GA, followed up on the information Mrs. [redacted] provided. She informed our office she attempted to speak to Mrs. [redacted] or Mr. [redacted] but reached their voice mail. She left a message explaining all records were reviewed and she concluded a refund was not due. Everything was discussed up front and they had been advised there were no dealers in their area that offered the one month free storage. The options provided were [redacted] and [redacted] for the free month. The local rental they ended up doing instead of the one-way was actually $30.00 less and they incurred no extra charges.

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: This is a complaint for terrible service and reservation issues. I am requesting to be reimbursed $327.45. This includes charge on 3/17 of 88.80, charge on 3/11 13.32 and charge on 3/11 of 225.33. I have made multiple phone calls and spent hours on the phone trying to resolve directly with Uhaul. I was given false expectations of a credit to my account and the notes on my account were wiped clear so the experience could not be traced. I was recently told by a Uhaul manager that there were no notes on my account which is difficult to believe given the time I have spent with them on the phone. No one was to accept responsibility for Uhaul's error and misinformation. Reservation made 2 weeks in advance- no truck at location. No phone call that there was no truck. Called and was told would need to drive 1 hour to Fuquay Varina to get truck. Then was told to go to Wendell (30 mins away) and when arrived there was no truck. Reservation made for New Bern Ave in Raleigh and no truck. Was then sent to Capital Blvd where I finally picked up truck. Made multiple phone calls to Uhaul and was promised a 100 credit to my account from customer service rep [redacted]. [redacted] assured me that this would go through and post to my account in 3 days. Credit never posted and was told that a formal complaint would be made and I would receive a phone call from manager in 72 hours. No phone call so I called back and was told that I would get a phone call from manager in 72 hours- no phone call. I called a 3rd time and then spoke with lady at the Capital Blvd store who was very rude and told me that there was no issue with my reservation since I picked up in Raleigh. This is after multiple phone calls and gas spent on going to multiple locations. She was argumentative and rude. Called customer service and when asked to speak with manager I was hung up on. Then when I called back I was transferred to [redacted] who told me she would credit my account the 50.00 but could not justify any additional reimbursement because there were no notes on my account and she was accountable for the credit. I explained to her that my responsibility is not to make sure reps put in notes but as a customer she should help me further. When asked how I could escate it further- she transferred me back to customer service. I would like to be reimbursed for the total of my Uhaul invoice given my experience. I have been promised phone calls from managers- none of which I have received. I have been disconnected on. I paid moving people for several hours when a truck was not there to pack. I spent gas going all over town to find a truck and it is not acceptable that I am only being remibursed 50.00. I plan to take this to the Revdex.com if this is not resolved.Desired Settlement: Requesting a refund back to my credit card on file of $327.45.

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

According to the notes documented in Mr. [redacted]’s contract, Ms. [redacted] relayed that "[redacted]" promised them a $50 gift card. Although [redacted] could not verify this information, a VIP Certificate for $50 was issued in addition to a refund for the $50 Reservation Guarantee Fee. The refund was issued back to their Visa account on March 18th and should post on their next credit card statement. The Certificate was sent to their email address on March 20th and can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Please be assured the information Ms. [redacted] provided will be addressed with all involved to ensure proper reservation procedures are being followed locally and to assure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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.

Thank you for the response. I did receive the $50.00 credit back to my bank account as promised by the customer service manager that I spoke with. The $50.00 UHAUL gift certificate does not help me in that the move has already occured. I discussed this with Amy during my phone call with her as she offered the $50.00 gift card for UHAUL. When I told her that this would not work- she mentioned that she would put in a formal complaint and would ask that a manager credit the additional $50 back to my bank account as well. Given the experience with spending multiple hours on the phone, the disconnect between being told that a formal complaint has been entered and I would receive a call from a manager- several times and never once received a phone call. The overall experience and cost of gas in driving back and forth in finding a truck given the logistical challenges eventhough the reservation was made in plenty of time. Also, the fact that the delay created additional time that help would be needed since we did not get the truck until the afternoon and had moving help scheduled for the morning. Given the total experience- no follow up, rudeness of associates, hours on the phone, inconvenience in driving to multiple locations to get a truck- I would like to be reimbursed greater than $100 and not in the form of a $50 UHAUL gift card since this does not help me since the move has already occured and is not what I was promised.

Regards,

Review: I went online and set a reservation; listed below to have a hitch installed. [redacted] advised me to be at the appointment at 8:45am rather than 9am to be early so that I could get my installation done one time. I showed up as instructed. When I arrived [redacted] informed me I was not in system and advised me to wait until the installer arrived [redacted] arrived at 10. He informed me there were no other installations today and that he could get me in. I so ok and waited for an hour. At 10 [redacted] arrived and [redacted] said nothing. I went to [redacted] and asked if he could get my installation done, he said no, that there was one ahead of me and I would have to wait until 11. At that time I called customer service and was bounced around on the phone. During my phone call with cust service, I asked [redacted] what time the installation had to be completed on the vehicle being worked on, he said 4pm. I advised that they should work on my vehicle while im waiting and get back to the other vehicle as they could get them both done within a reasonable time. [redacted] the installer said no, he was going to finish the first vehicle and that I would have to wait. I said if I wasnt a nice guy things might have gone differently. [redacted] raised his voice got in my face and told me to leave or he was calling the police. I said go ahead, do what you have to do. The police were called out and advised on the situation.

I spent 2 hours of my time and still got no installation done. My day is nearly gone and I have yet to get started on a job of my own to satisfy a customer. This is costing me time and money. I now have to find another installer and set another appointment to do what should have already been done.

Contract Number: 82411915

08/06/2013 12:47 PM [redacted]

835077 2630 W IRVING BLVD

IRVING TX 75061[redacted] Customer Name: Cust Ph - Email: [redacted]6

Hitch Class: Square Tube 2 inch Rec.

Max Towing Weight: 5000

With Weight Distribution: 8000

Vehicle Type: 2008 Nissan Frontier Crew Cab 6 cyl. Gas 4 Wheel Drive

Installation Date: 08/07/2013 9:00 AM

Part Code Description Item Cost Quantity Line Cost

75990 HITCH3, NISSAN FRONTIER PICK-UP (ALL MOD 124.95 1.00 124.95

75990 Hitch Labor per hour 60.00 0.50 30.00

14488 LED Vehicle 4Flat 8.50 1.00 8.50

14488 Hitch Labor per hour 60.00 0.50 30.00

WSP1 $10 - Basic Tow Vehicle Wiring (4-Way Flat) 10.00 1.00 10.00

HTHW Hitch warranty 5.00 1.00 5.00

Subtotal: 208.45

Taxes: 17.04

Total Charges Including Tax: 225.49

Net Paid Today: 0.00

FootNotes:

Vehicle includes a factory installed 3wire to 2wire adapter. Wiring is accesible under rear of vehicle this allows attachment of a trailer plug with no converter. Wiring access located under vehicle on the drivers side . EXTERNALLY

This product complies with safety specifications and requirements for connecting devices and towing systems of the state of New York V.E.S.C. Regulation V5 and SAE J684.Desired Settlement: I feel that I should be compensated for my time lost, workload incompleted and the embarrassment of having the police dispatched due to the incompetent actions of uhauls employees. The employees should be let go as they are not capable of managing a store and delivering quality service.

Business

Response:

August 12, 2013

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

[redacted] the Field Relief Manager in our Grand Prairie, TX Regional Office spoke to Mr. [redacted] on 8/9. Mr. [redacted] issued Mr. [redacted] a $100 VIP certificate which can be used on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

On the telephone they offered me a $200 credit in writing they asked me a $100 credit so not only did they give me poor service now they're trying to be sneaky

Regards,

Business

Response:

August 16, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He advised our office when he spoke to Mr. [redacted], he offered no monetary reimbursement. The only offer was the VIP Certificate for $100, which Mr. [redacted] accepted as a resolution. Mr. [redacted] relayed that Mr. [redacted] originally requested $500 for a missed day of work, which was denied but he did accept the Certificate. No further adjustments are warranted.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We recently rented a u-haul truck for 1 day, upon booking the truck I was told that we could keep the truck past the 7pm close time as long as the truck was returned before 7am the following day. The employee showed us where the key drop box was and we returned the truck by 1:00am. We moved furniture only in the truck and swept it before returning it. We were not contacted about any problems or extra charges being applied to our account but when I looked at my credit card statement I noticed that we were double billed, 2 days, 2 insurance charges and a $25 cleaning fee. When I contacted the business I was told it was because we kept it past the 7pm return time. I called their head office and they agreed to reverse all the extra charges. I have now been cotacted by the location and they reversed the entire charge and could not put through the correct amount which with mileage should have been $127.29 (their figures) when I called my credit card company to find out why I was told it was because they were actually trying to put through the $127.29 and the $25 cleaning fee again. I have now had to cancel my card to stop the company for billing my card. I will be filing a complaint with the [redacted] but wanted to let everyone know to be aware of the type of business practices that go on at the [redacted] Rd location.Desired Settlement: I want them to only charge me the actual amount of $127.29 as agreed by their customer service people in Arizona

Business

Response:

September 5, 2012

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

Mr. [redacted], a Customer Service Agent at our U-Haul Moving and Storage of Richmond, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] the end of August and relayed he would waive the cleaning fee and reduce the rental rate from two rental periods to one, thereby making the total rental charge $127.30. As of August 24th the original rental charges were reversed, however, the adjusted charge of $127.30 that is now owed has been declined by her credit card on file. Mr. [redacted] has since put the amount owed on a Promissory Note and the Note was sent to our Collections Department .

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:

While it is true that I spoke with U-Haul and they were going to reverse the cleaning fee and the double billing that actually did not happen at the rental office level. I received a phone call from the U-Haul office and I spoke with someone regarding processing my credit card payment again and it not going through I promised to investigate. I called my credit card company and they told me the u-haul office was once again trying to put through the charge including the $25.00 cleaning fee, when I called the u-haul office back and told them that they admitted that yes that was the case and they could not waive the fee. I suggested the speak with their head office as I did and when it was resolved they were to contact me and I would come in and pay the correct amount in cash as I ended up cancelling my credit card to avoid them putting through the over charges again.

If they are willing to provide me with an invoice for the correct amount as agreed upon I will go in and pay the bill in person.

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

Regards,

Review: In 2012 U Haul in [redacted], Louisiana told me to return a truck in[redacted], Louisiana, close to where I work, they then slapped me with $118 in fees for this and will not reverse the charges despite how unethical I think this to be. Not only that but to add insult to injury they will not take partial payment on it.Desired Settlement: U Haul should reverse the $118 fee that they imposed on me in 2012 or they should at least let me pay this out in partial payments. What makes me even more angry is that a year later I went to rent a truck on the UHaul web site and my rental was approved. After going through a considerable amount of trouble to get to the UHaul location I was told about this fee. The web site is giving invalid information on confirmation of rentals.

Business

Response:

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

[redacted], our [redacted] for U-Haul International, followed up on the information Mr. [redacted] provided. He left phone messages for Mr. [redacted] requesting a call back but has not received a return call. He recently also sent Mr. [redacted] the following email and hopes to hear back soon:

Mr. [redacted], I am the Customer Advocate for U-Haul International. I have left some messages for you to please call me on my toll-free line so that we can resolve this together in a few minutes of conversation. This toll-free line rings directly on my desk: ###-###-####. Looking forward to talking to 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 booked to rent a truck online one month in advance at a location in my area for 8 hours on a Sunday. Two weeks before I was supposed to move I got a voicemail from U-Haul stating that my reservation was "confirmed" but for a different location at the other side of the city, and instead of getting the truck for 8 hours, I would get it for 6 hours. Unfortunately, that would not be enough time for me to move all of my family's belongings, especially if I have to pick up the truck AND drop it off on the other side of the city. On their website it says they guarantee your truck, location, and amount of hours you get the truck for, but apparently they only guarantee the truck (?). The other criteria is just based on availability. It isn't clear about this on the website until you call in and ask about it. Anyways, I called in to see if anyone could help me get a truck closer to my area. I didn't mind if the truck was a bit smaller, I just needed it for a longer time and closer to my area would be preferred. Well the woman that I spoke with on the phone was extremely rude, unwilling to help me, and eventually hung up on me. Wow. I have worked at a call center for several years, and I've worked in customer service for decades, and never have I hung up on someone. I did speak with a manager after that, who apologized for the situation and did try to help me out a bit more, eventually getting me a much smaller truck closer to my area for the 8 hours I had originally requested (well over a MONTH ago). Well when I went to pick up the truck, I ended up receiving an even SMALLER truck, as somebody else had taken my truck apparently. I called in to customer service, yet again, and they said they would be able to give me $50 in compensation. Whoopee. Due to these instances, I was unable to fully move all of my belongings. I still haven't received the $50 but I will continue to check my credit card to see if they will refund me. I am contacting Revdex.com now because I originally emailed the company about this matter and I got a simple email back telling me to "call customer service" after I had explained in my email that I got nowhere with customer service and I was very disappointed with them.Desired Settlement: U-Haul needs to be more transparent with their so-called "guarantees". The reason why I had booked a full MONTH in advance was so that I could avoid these kinds of problems. Calling someone less than two weeks to inform them that almost all of the reservation has changed does not give a person enough time to try and find an alternative method of moving. If the truck was unavailable at that location, they shouldn't have allowed me to complete the online booking for that, or at least they could have had the decency to notify me a lot sooner. I also did not like how they left me a voice mail telling me that my reservation was confirmed, but it was nothing close to what I had originally booked for. They had no intention of telling me that there had been a mix up with the booking until I called in. That's just shady business.

Business

Response:

October 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Alberta regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a return call. After researching her concerns, she found Ms. [redacted] did qualify for a refund of the Reservation Guarantee Fee. Ms. [redacted] issued a refund for $50 back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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.

I appreciate the $50 credit to my credit card, but this was already offered to me from U-Haul the last time I called in and it already should've been applied to my credit card statement when I had originally complained about this matter. In no way did the company address my concerns about being more transparent with customers regarding their "guarantees" and in no way did they acknowledge the poor customer service that I experienced from themselves or the steps that they would take to ensure better customer service in the future. I experienced tremendous hassle from U-Haul and their customer service reps, and a $50 credit is not a sufficient answer in regards to my concerns. Especially since I was already supposed to have received the $50 credit before I contacted Revdex.com, so in reality they did not take any further steps to ensure customer satisfaction then to simply credit me what was already supposed to be credited. I had also emailed the company before contacting Revdex.com and they simply emailed me back telling me to "call customer service" when I stated that I had already called costumer service and they had only amplified my original issue (which was not being able to have a truck that would suffice for my moving houses). At the end of the day, I still lost money because of U-Haul as I was not able to sufficiently move my belongings with a smaller truck in the allotted time.

Regards,

Review: The uboxes I ordered were not picked up or shipped on time. I have called customer service multiple times and never heard back. I also filed an official complaint with the Uhaul corporate office about the 2 week delay on my shipment along with my issue of no returned phone calls, and was assured I would hear back within 48 hours; again no call back. After multiple attempts to re-contact I still have not heard back from uHaul. My offical complaint has not even been acknowledged. Three weeks later, uHaul wont even respond to emails now.

Product_Or_Service: U box

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

After the horrible customer service, I would appreciate a partial refund. However, I know this is unlikely. I would like other customers to look elsewhere, this is a horrible place to do business with.

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. She informed our office she spoke to Ms. [redacted]and explained we had honored the rate she was quoted and was refunded $560. Ms[redacted] also referred her to [redacted] Insurance Company regarding her claim for a loss.

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 have yet to hear from the Insurance Company. I called last week and still have not heard a response from them on my complaints. It seems that I have a hard time getting anyone to return my phone call.

Regards,

Business

Response:

September 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]s, a representative with [redacted] Insurance Company, advised our office she left 2 separate messages for Ms. [redacted]but has not received a return call. She did set up a claim for Ms. [redacted] #[redacted] although she is unaware of the exact losses. Ms. [redacted] explained an agent will attempt to reach Ms. [redacted]in a day or two to obtain addition information.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: To Whom It May Concern:I received a 14 truck from UHAUL on Saturday 4/20/13 and returned on timely matter as agreed.I was charge $15 extra for cleaning and I called [redacted] and asked her that the charge was unfair as I received the truck with dust and dirt that I have to clean myself.There were couple pieces of drywall in the truck from my move and I disagree that $15 was necessary. Total bill is $84.63 and I am asking to reimburse me the $15 charge. I never was told that there will be a cleaning charge fee.Sincerely[redacted]Desired Settlement: DesiredSettlementID: Refund

I have to clean the inside of the truck from dust and dirt myself.I am asking to reimburse me the $15 charge. I never was told that there will be a cleaning charge fee.

Business

Response:

April 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted], our Executive Assistant for the U-Haul Company of Nebraska, followed up on the information [redacted]provided. He informed our office he issued a refund back to [redacted]for the $15 cleaning fee in the interest of customer good faith.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I contacted UHaul of [redacted] on Friday June 20 to reserve a utility trailer for the day. I provided all the information that was requested of me during my phone call. I was given a reservation number.

I arrived at the location and was again asked for similar information including,; year/make/model of my vehicle. This information was provided accurately. A contract was issued and I paid for the rental.

However, after proceeding to the storage yard to pick up the trailer, I was told UHaul would not honor the contract as my vehicle was a "convertible" ([redacted]).

The manager voided the contract and after 5 days my rental fee was credited to my account.

It is unclear how two employees could ask for information relative to my vehicle and fail to inform me that UHaul has a policy of not renting trailers to convertibles.

The manager was less than apologetic, and disinterested in offering any solution to correct the issue.Desired Settlement: 1) I would like an explanation as to how 2 employees failed to advise me of this policy

2) UHaul needs to compensate me for my time and or mileage as the I relied on their representation that the product was available and ready for

me to use as the contract stated. Uhaul breached the contract, where I incurred time and expense as a result.

3) I emailed UHaul on June 20, and have not received a response.

Thank you.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for not following proper procedures during hook up validation. Had proper procedures been followed, we would have been able to advise Mr. [redacted] we do not rent trailers for hook up to soft top vehicles. Ms. [redacted] assured our office she would be discussing the situation with the CSR involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. A refund for the $50 Reservation Guarantee Fee was also sent to Mr. [redacted] and should be received within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented a 26 ft. U-Haul truck with car transport without any air conditioning in extreme heat of over 95 degrees for over 11 hours and then, started off again the next day and ended up getting a blown out tire at about 12:15 p.m. Wait in the extreme heat on a highway with nowhere to go to get cooled for over 3 hours. The Emergency Assistance should have had someone come and pick us up and bring us somewhere cool. They knew we didn't have any air conditioning as I told her. But, the offer was not made. Surprisingly that none suffered a heat stroke. We probably did have some heat exhaustion. Luckily, we had water that we were drinking. This was to say the least, was very uncomfortable and unbearable. Try to imagine this and put your feet in our shoes! After tire fixed, we drove about 14 hours on Saturday without air conditioning, because we needed to make up for the time that we were delayed with the tire. We were hot and exhausted! Made for a very long and extremely hot day. Not to say we were not crabby and extremely sweaty. We needed to drive longer that day to get to our appointment in St. Louis, MO to get the air conditioning fixed whch was extremely necessary. We could have not made it through any more days without air conditioning in the heat. We arrived in St. Louis, MO at the U-Haul at 6:30 a.m. on Monday after a long and extremely hot drive the day before. We met with [redacted], Shop Manager at U-Haul and he was very nice. This appointment delayed us about another hour or so for getting this air conditioning fixed. He asked if we had a receipt for our hotel and he would pay it. I indicated that I wanted to file a complaint with everything that went wrong together. He said if we had any problems, we could contact them. He gave us the wire which had been patched a few times. On Wednesday, July 2nd, we had the oil light and also the oil tool light come on which we had to stop additonal times for oil.Desired Settlement: Then when we were unloading the truck, we found boxes that were wet along with a bed mattress and box spring. It appeared to have two different locations in the truck where leaking. We received an offer of $325 which does not compensate for our time, trouble and discomfort. I am not a complainer and have never done this, but I thought this was definately worth getting a refund for.Thank you for your consideration to our issues.

Business

Response:

September 10, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Fargo, followed up on the information Mrs. [redacted] provided. He informed our office he sent Mrs. [redacted] a letter offering his apology for the discomfort and inconvenience she experienced. The body of his letter is as follows:

Dear Ms. [redacted],

Our apologies for your discomfort, and the inconvenience you experienced during your move from Dickinson, ND, to Grand Island, FL.

When reading your letter, recalling your concerns, it was surprising to note that the air conditioning was most on your mind, since you rented the truck knowing that the air conditioning was not working. Perhaps you were thinking, at the time, that it would not be so warm during your trip. It was pleasing to note, however, that when you decided to have something done about the air conditioning, it was scheduled for repair, and repaired.

Also noted was that [redacted], at the repair facility, offered to pay for your motel from the night before. Although you declined at that time, this offer is still open. All that is needed from you is the original receipt. The same for your oil receipts. Please send them all to: U-Haul, [redacted]

Noted also that when you called in about the flat tire, a repair facility in your area was located and dispatched to you as quickly as possible. With regard to the wet items you found when you were unloading your truck, please file a claim for your losses with Republic Western Insurance (shown in your contract holder). Their phone number is 800-528-7134.

In review of your rental, it was found that the truck originally rented for $2,261.00, but you received it for $1,582.70, a 30% discount. Also noted was that an offer of $225.00, for your inconvenience, was offered to you but you refused it. Regardless, this amount is believed to be a fair, and was refunded to your credit card today, September 7, 2012. In addition, $100.00 in V.I.P. certificates were issued to you, and sent to your e-mail address.

Thank you for using U-Haul for your move, and it is our hope that you will continue to do so in the future.

Sincerely,

[redacted], [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

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.

[redacted]:

Since my computer is no longer working, I never received the response from you on September 10, 2012. Therefore, here is my response:

1. First of all it upsets me to think that I would complain about no air conditioning when that is what I requested when I rented the truck. Please realize that I did request a truck with air conditioning (that I believed would be in working condition) especially driving from Minnesota to Florida as we knew it would be HOT. Why would I want a truck without air conditioning? I would hope that your trucks would be checked out before renting them to make sure they are in working condition, especially the air conditioning.

My brother picked up the truck in Dickinson, ND on Friday morning. They loaded up the truck that morning and then he drove to Aitkin, MN (Mom’s cabin). This was an 8 hour drive and didn’t get there until really late that evening. He did notice the air conditioning wasn’t working but we didn’t have time to call regarding getting it repaired. As we had a lot of work to do on Saturday and also people meeting us that morning to load up the truck. We left the cabin late that evening to Delano, MN (my house) to spend the night and leave the next morning. My brother called on Saturday to see if there was any way to get the air conditioning fixed before we left the next morning. The only option they gave us was to set up an appointment for Monday which we did. The clock was ticking on the rental of the truck along with our vacation days so we took off that Sunday morning from Minnesota without the air conditioning working which I did request.

2. It very disappointing that you think that just because I worked out a deal for renting the truck that compensates for having a truck that had lots of problems. My deal with renting the truck should having nothing to do with being compensated for all of our problems, time and being so uncomfortable.

Review: This is to document the poor service we received from U-Haul for reservations #[redacted] and #[redacted]. On Tuesday, June 18, I reserved two trucks, 60 furniture pads, and a furniture dolly. After speaking with a local U-Haul rental agent, I reserved both trucks for a pick-up at 8 am, on Wednesday, July 3. Unfortunately, the trucks not being available was just the start of the disappointing service we received. The furniture pads were not with the first truck, something that the local agent told me was the responsibility of U-Haul. When I called the corporate office, I was incorrectly and rudely informed that the furniture pads were available, and this was my fault. When a tire blew, my family, including two dogs and a four-year old, were left stranded on the side of the road in rural Wisconsin for over 45 minutes longer than was necessary as the corporate office argued with the contracted repair person on the 4th of July over which tire to install. Finally, it wasn’t until the evening of the 4th of July that we were notified that the trucks would be due back first thing in the morning on the 5th, even though our movers weren’t coming to unload them until the morning of the 5th. Again, someone from the corporate office rudely explained to me that I signed a contract, only to later admit that there was no contract signed.

First, it’s important to note that the problems began with someone in U-Haul'scorporate office assuming that two separate (and different, since only one requested furniture pads) reservations were a mistake. The second truck wasn’t available until 10:30, a half-hour away from my house (despite my movers arriving at 9) – a situation that would have been avoided if the corporate office had initially recognized the need for two trucks. While I understand that a mistake like this could easily happen, it is precisely why I utilized the U-Haul chat feature immediately after making the reservation to clarify that I did indeed need two trucks. I was assured that they would note that both requests were valid, and we needed two trucks. Either that chat agent was incorrect about their capabilities and made no such note, or the agent who coordinated truck assignments that day did not read the notes. Of course, as with all interactions with U-Haul corporate offices, I was met with poor customer service, and a general disinterest in correcting the situation.

Second, when I did finally get the first truck, only a portion of the furniture pads were available despite being told we would have them all. The customer service representative I spoke to about this was the rudest of them all, angrily telling me that I must not have asked for the furniture pads, because the local rental agent “sure did” have the furniture pads, and U-Haul was not responsible for putting them on the truck. She did have to walk that statement back when she realized that yes, even according to her system, they only had a portion of the furniture pads. This negatively impacted the move because the movers needed to wait to load the rest of the heavy furniture until the second truck arrived with more furniture pads. This increased the time they were on the clock, resulting in an actual increase in the cost of the move. It is important to note that the local people at the pickup locations were not only not responsible for the mistake, but they were the ones to work together to ensure that we had the furniture pads when U-Haul customer service was unwilling to help.

When the trucks were finally loaded and on the road, one of the trucks blew two tires. While this certainly happens and is not the fault of U-Haul, I am incredibly upset that on a holiday we were left stranded for over 45 minutes beyond what was necessary while the U-Haul corporate office argued over the cost of the tire with the one guy you could find to come help on the 4th of July. Apparently the only tire he had was more expensive than U-Haul wanted to pay. Thus, even though my entire family was sitting on an interstate off ramp in the heat, 45 minutes went by with the tire sitting on the back of a truck, waiting for approval from U-Haul's corporate office. When he finally came back to put the tires on, he told us that had it not been for the argument over a small amount of money, we would have been on the road almost an hour sooner. This is absolutely unacceptable, and I believe reason enough for a formal complaint to the Revdex.com.

At the end, we finally got to Ashland, only to be told that the time we were to return the trucks has moved up, even though our movers were scheduled to arrive after you wanted the trucks back. It was a special kind of absurd to hear someone from U-Hual corporate office lecture me about the need to not leave people waiting for a truck, when just hours before, we were left on the side of the road so U-Haul's accounting department could debate fixing the truck with that tire, or calling another repair person from another city. (Not to mention that the day before, we were delayed in getting one of our trucks because of U-Haul’s mistake and subsequent unwillingness to acceptably correct it – which increased the cost of movers.)

Before I close, I think it’s important to emphasize that at no point were we treated poorly in any way by any of the local people we worked with – both pickup facility personnel, the service person who repaired the tires, and the drop-off facility personnel were all courteous, helpful and professional. It was only by U-Haul corporate employees that we were treated poorly – repeatedly and unapologetically.Desired Settlement: The combined effect of all of these things, the increased costs I incurred due to U-Haul's delays, coupled with the absolutely rude and dismissive attitude of the customer service representatives we spoke with should result in U-Haul issuing a reimbursement for the cost of the rentals, or $1253.70.

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Mettille.

[redacted], our President for our Northern Wisconsin regional office, followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] at both telephone numbers listed and there was no answer. He did issue a refund for half of the total rental (less tax) back to Mr. [redacted] credit card as an adjustment. Mr. [redacted] would like to offer his personal apology and advise him of the refund when he Mr. [redacted] calls back.

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

I would like to file a complaint against U-Haul international. On their site, they have an option for moving helpers. I chose California Movers, a company that I later found only consisted of one individual, through the company.This individual swindled me out of my money and was not punished for it. Here's is the complaint I filed (below):

The California Movers is a horrible company! I am a college student and this is my first time moving with U-haul. I was unaware that I had to provide a truck for loading and unloading. He called and told me and said he would figure out pricing for the truck. He never called me back. After 2 hours, I messaged him and said cancel my order. He told me that I could not cancel the order because he was already at the move in location. That location is a storage room that I rented . The facility closes at 6pm. It was well past 6 when he arrived. The worker, [redacted] ( also known as anthony mares), told me that he would hold the stuff until Friday. At 9:00 , I got a call from my landlord telling me that my furniture was in my old Apartment lobby! I called the worker and was sent straight to voicemail. He called me back and said he was on his way with his personal truck. I told him that he should stay away from my stuff and that I was upset because I was not informed about the decisions he was making with my furniture. He pretty much called me an illiterate mn and started to make up lies. When I got his name, I hung up the phone. He proceeded to text me saying, "So dnt pic up your stuff next time read....Thxs.California Mvrs." I could not believe it! I would like a full refund and I recommend partnering with a company that knows self respect and does not insist of stealing from their customers!

After this complaint was filed, I got a automated response telling me to file a resolution. U-haul told me they had nothing to do with the people that they advertise and that I would have to solve it with the person who STOLE from me. I am extremely disappointed and I can not believe that I was treated this way. I will never give my money to this company again !

Review: August 24, 2013 I made a reservation for August 26-28, 2013 to rent a cargo van for $19.95 per day.

I got there and they didn't have one available. Then one came in and I was then charged .59 per mile and encourage to get insurance (damage waiver) and was told to bring it back with the same level of fuel. Before I got the key the cost went up to $131.09. I asked the leasing agent if I had to bring it back exactly at 2pm or could I bring it back later that day. He wrote on the receipt that I could bring it back by 5pm that day.

I used the van and brought it back at 4:20pm. There was a different agent and he took the keys.

A couple days later I called my bank and saw they charged me $356.02. I called them and left several messages for [redacted] I called again and got [redacted]and she said that the mileage was exceeded and I was charged for another day. I told her the agent wrote on the receipt that I could return it by 5pm that day. She said that the agent shouldn't of done that. Then the mileage wasn't right. They said I had 235 miles on the van. I purchased gas and put it in. I have a receipt for the gas. I didn't put all those miles on the van. I think the agent took the van somewhere and I would like to see the surveillance video if they have one.Desired Settlement: I want them to honor the price $139.09 and refund the difference.

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]y, our Traffic Manager for our [redacted] regional office, followed up on the information Mr. [redacted]provided. She informed our office she attempted to speak to Mr. [redacted]but reached his answering machine. She left a message explaining the charges on his rental contract and confirmed they were correct. However, in the interest of customer good faith, she issued him a refund for the refueling fee and the extra day charge for a total amount of $59.95. The refund was issued back to Mr. [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: At first, I called a local UHaul dealer in[redacted], ** and spoke with a representative to take care of renting a fourteen foot truck. All was well with that until I had to deal with Corporate Headquarters. I was told my charge would be $87.00 at first, then spoke with [redacted] and learned that I would have more charges equalling a total charge of $99.69. I was under the impression and asked and confirmed with another representative that the charge of 99.69 was the final charge. So, I went ahead with the order. After turning in the truck and a day going by, I noticed an additional charge of $15.43 on my credit card. I called and spoke with [redacted] at the corporate office and she proceeded to say that since I spoke with [redacted], I would need to speak with her. So, I had [redacted] call me back and learned that when I spoke with her previously, that the charge that was confirmed wasn't all of the charge. Basically, it seems that they did not know what they wanted to charge, or what the exact rates were even when I confirmed the amount. This is not how a business should be ran. You should not tell someone the total charges and then keep their credit card number on file and charge them later for fees that were never once discussed.Desired Settlement: I want $15.43 refunded to my credit card.

Business

Response:

April 8, 2013

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

Mr. [redacted], our President for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offing his apology for any confusion incurred with her recent rental. He explained the additional fee of $15.43 was charged when Ms. [redacted] elected to purchase the optional Safemove Protection coverage. Although this was a valid charge, Mr. [redacted] relayed he issued a credit for the charge back to her [redacted] account since it wasn’t properly explained at time of rental. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International