J.R.J. Tara Corporation

Review: Rented a 14' Moving Truck on Aug 16th 20133 to move from Tennessee back to Florida and when we spoke with the gentleman we made it clear to him

that we wanted a good sound truck because of the long haul move. The gentleman reassured us the tuck he was giving us was good with NO ISSUES. We then continued with the agreement paperwork and provided him with location as to where we were moving for best drop off location. The gentleman searched and issued drop off location and I was told I would have to put a 100.00 deposit down since we were paying CASH for the rental. Total payment was 660.00 plus some change which included the SAFEMOVE Insurance which is extra!! During the move at some point the truck had leaked because it was raining and we did no know that until we got half way thru unloading and found our King Size Mattress and Box Springs totally soak and wet!!! This mattress set was purchase BRAND NEW 7 month prior and was not cheap since it was a Ultra Support Mattress. Not only was it wet but water stained and dirty as well. Upon returning the truck to drop off location which again (the gentleman picked out to be the closest drop off point) sent us almost 2 hrs out of the way and had we were told by the drop off location there is 4 other locations closer to where we moved to one only 6 miles down the road. The drop off location was very helpful and gave us the number to call for claims which I did immediately after leaving the drop off site. A representative took all the information and gave me a claims number and said someone would be calling us within the next 48 hrs. We did not hear from them at that point until 2 days after and was left a message to call Mr. [redacted] regarding claim. I left 5 messages for Mr. [redacted] as well as spoke to the operator telling her what was doing on and again did not hear from anyone until Aug 29th when I called and demanded to speak to someone, finally a woman took my name and number telling me Mr. [redacted] was in and she would make sure he called me. I finally got a call back from Mr. [redacted] only to be asked a few question and then have him say "Well what would you like to see U-Haul do for me"? I explained to him I was not sure what they could do or would do. as I did pay extra for the Safe Move insurance policy which states they cover inside cargo property being moved. Mr. [redacted] t hen went on to say yes you did but it does not cover mattresses or box springs and it is only for accidents. This is not fair no where does it state that and at NO TIME were we told that when we took the policy out which by the way we did it to also cover any damages done to their truck while in our care. We took every measure to protect their rental and now they wont take care of our Mattress and Box Spring that was caused by a LEAKY TRUCK.... THEIR LEAKY TRUCK. This is NOT RIGHT> When we dropped the truck off the gentlemen did NOT tell us that it was NOT covered he stated he was going to do a water test and would turn results into claims. I was told the truck did leak so how is t hat OUR FAULT.

They do not make policies known, each location from pick-up to drop off is different they tell you different things that are not true example- We were told we would receive our deposit back when the truck was dropped off provided it was during normal business hrs which it was but we were told they do not give deposits back that comes from headquarters... again no deposit returned to us as this is being written still waiting. Also we had to pay $13.12 for over mileage again NOT our fault as well as pay a larger price for rental due to the drop off location.

I feel we were taken advantage of as well as ripped off since I am stuck with a mattress that took 4 days to dry out with fans, could not sleep on it and now it is stained from the middle section to the bottom and down the whole width of the buttom of the mattress and Box Spring. I paid over 900.00 for this mattress Set and do not feel it is fair that I should be suck with a dirty stained smelly mattress set.

Any help is appreciated and if your looking to RENT a Moving TRUCK think Twice about renting from U-Haul I did research and [redacted] will be our next choice if we need a moving truck again.

Thank you

Lou and [redacted]Desired Settlement: Cleaning of Mattress Set or should have to pay for some type of damage on this since it was a newer set. I do not know to this day if the inside of the mattress has been effected since it is a super support mattress for people with back issues and it is a cushion form and don't know if this will void the warranty as well from the manufacturer.

Business

Response:

September 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Nashville, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office Mrs. [redacted] was contacted and they were able to reach an amicable resolution. A refund for $400 will be issued to settle the claim.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: The 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: I rented a U-haul truck from the [redacted] in Brooklyn, NY. I rented the vehicle for 4 hours, starting at 4:49pm on 10/2/13 and it was to be returned at 8:49pm on the same day. After payment, I went to get into the vehicle with the access code provided and it would not work. I tried the code around 6 times, ensuring that the vehicle was the correct vehicle that was listed on my receipt, and that I was using the correct access code listed on my receipt. Once I realized that the code was not working, I called ###-###-####, the number listed on my receipt. The first individual I spoke with (I did not get her name) was unaware of Uhaul vehicles with access codes and I spent over 20 minutes explaining this rapid share process to her and waiting for her to assist me. Finally I realized she would not be helpful, so I hung up and called the number again. The second individual I spoke with was [redacted], who was aware of the rapid share vehicles and apologetic for the malfunction. At this point I had spent around half an hour standing in the parking lot of Ikea with all of the furniture I had just purchased, trying to get into the vehicle I was currently paying for. [redacted] troubleshooted with me to help me get into that vehicle, and when that did not work, he tried to help me to get into other vehicles. All of his attempts failed, and he was not able to get me into a vehicle. He told me that he would give me a refund for the amount I had been charged due to the difficulties I was experiencing, and told me he was contacting his manager. After around 10 minutes on hold, the call was dropped and I was still standing in the Ikea parking lot with all of my furniture, waiting to get into the vehicle I was paying for. At this point I had spent over an hour calling Uhaul and standing around receiving no actual assistance. Finally, I called back and spoke with [redacted]. I explained the situation to [redacted] and he informed me that Uhaul would give me a refund for this because of the ordeal I was experiencing, and that he would get me into a vehicle. He also let me know that he contacted his manager to alert them to the situation, so that they could follow through on the refund. Finally, after close to an hour and a half, [redacted] was able to give me an access code that worked and I was able to get into a vehicle. He also told me that he would extend the time until 11:12pm so that I would have adequate time to deliver my furniture home and bring the vehicle back. That night I received a receipt detailing a $68.34 charge to my debit card. I figured that [redacted], [redacted], and their managers had not had the opportunity yet to rectify this charge, so I waited and kept an eye on my bank account. 1 week later, on 10/9, I called the phone number on the receipt once again to let them know the situation I had faced and that I had not been refunded the charge I was told I would be. I spoke with [redacted] once again, and after explaining everything to him, he assured me he would "get to the bottom of it" and would call me back that day or the following day to let me know what was going on with the charge. He also let me know that he had contacted his manager about the situation. It is now 10/13 and I have heard nothing back from Uhaul, and the charge of $68.34 has not been refunded. Uhaul has been made aware no less than 3 times of this situation I was facing, and made no attempts to rectify the situation. Had I known this would be the case and that I would spend almost an hour and a half waiting to get into a vehicle with all of my purchases, I would have gone with a more reliable competitor.Desired Settlement: I believe that Uhaul has a responsibility to me, someone who has used Uhaul services many times in my life, to give me the refund I was told I would receive. Because I was told I would receive a refund of the $68.34 charge, that is what I believe is owed back to me.

Business

Response:

October 15, 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 Brooklyn, Queens, Staten Island regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] offering her apology and advised her of a refund for $68.34 she issued back to her [redacted] account. The refund should post on Ms. [redacted]’s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until 10/25/13 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was over charged by uhaul. I reserved a 26ft truck for a Sat move at a uhaul down the street from my house, my father just rented one for three days and said he got a good deal so I gave them a shot. Lil did I know what I was in for. So fri we get a call from [redacted] from uhaul telling us she doesn't have a 26ft truck, but if we need one we can pick one up in [redacted], which is 20 min from my house. [redacted] said they would give us 30 free miles and everything would be set up once we got there. Of course since its the last minute and we have already scheduled the movers we had no choice but to pick up the truck. Once we arrived the uhaul [redacted] had no idea of what was going on.

I asked him why isn't he setting us up for a local rental since were ONLY GOING 33 MILES. He said he can't change it because it was already set up for a one way. I asked isn't a one way for out of state? He just shined me on. Then I asked if it was reserved for a pick up in [redacted], and we are picking it up here how can it possible be the same? Again no answer. Then I asked for a map so I can show him how different it would be, and he refused to print one. Finally he said how would you like to pay cash or credit. I said cash he said ok $263 But I thought that included a $100 deposit. The [redacted] said to ask for our deposit when we return the truck. I would have never paid that for one day use of a truck and 33 miles from there location to my home.

The next day my father asked why the bill is so high $263, for one day and a move that was so close, so he called the uhaul store in [redacted]. They told him it seems a lil high and that an associate inputted homeland as the dropoff location. My father said what is the breakdown of charges, the truck, the milage, etc. He also said that is not our mistake sir please correct that he asked for his name since he said he was a manager [redacted]. Later that day I asked to speak with Mr [redacted], and a young man kept playing games on the phone to the point were he finally answered the phone as Mr [redacted].

I was so irate my partner, had to calm me down we were at the drop off place for the uhaul. The uhaul reps asked what happened because they saw me on the phone with the fake manager. They were a lil embarresed but quite helpful. I asked them how can I get refund since we were told we were over charged.

I filed a complaint with customer service. The manager [redacted] was assigned to my contract. It took him over a week to email me. In the email he said that the employee [redacted] was fired, and that I was over charged $77. I replied may I please have a breakdown, explanation of billing, and show me how you came up with that amout please. He NEVER emailed me back. I called him a few times until finally after three weeks he answered his phone and boy did I call And he was in a bad mood, or really wired on caffeine or something. He created a very hostile situation, yelling at me, saying, "I'm not stupid", over and over, when I asked for a breakdown, he became volatile and was bullying me. I asked to speak to his boss, he refused to allow me to speak to them. He refused to give me their name and number, stating, "I'm not [redacted] going to give you their name and number, I'm not that stupid!" He said, his boss would not help me anyway. I said, I will call corporate and make a complaint, [redacted] then threatened, if I did that he guaranteed it will come back to him, no matter what. No one else would look at my complaint. He then told me he would put notes stating "issue resolved," so no one else could help me. I informed him of making a complaint with Revdex.com, he laughed and said, "what are they going to do, but go ahead I guarantee it will only come back to me." If the issue us resolved, where did my money go? What about my breakdown, that I never got? I then called corporate spoke to [redacted], and by this time I was in tears, told her what had just happened, she said she would make sure this complaint would go above [redacted] and would get a call within 48 hrs, if I didn't here from someone within that time frame, she said to make sure to call back. I called again today, since it's been passed 48 hrs, spoke to [redacted] she said she had to call [redacted] and get his side of the story and would call me back. Yet again no call back. So I called the regional office again and asked for [redacted] D[redacted] left a message and of course no call back.Desired Settlement: I would like our contract to be reviewed #[redacted] along with our complaint # [redacted] I would like a breakdown of charges, explanation of charges, and why we were set up for a one way when we only drove 33 miles? An apology would be nice but I'm not going to expect it. My refund, after were go over it. It would be nice to not be ripped off. I'm disabled and live on a set income so to me every dollar counts. I just want to be tested fair. They say we can have copies of our conversations when we call the customer service line. I would like copies of those recordings, for future reference. In the event I may need legal counsel for monies owed. Or a class action against disabled people. I can only imagine how many poor innocent people have gone through the same thing I have or worse. This is not right. Either this company has no ethics and lost all morals for the american middle class or the upper management has no clue whats going, meanwhile these shaddy workers are running wild and taking their job for granted making mistakes that cause unnecessary stress, anger, and financial burden on us uhaul customers. I thought I was making a wise choice choosing uhaul, since my father referenced

you. But I learned the hard way that your company doesn't have the professionalism I thought it would. Even my father was disappointed.

Business

Response:

November 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for ou[redacted] regional office, followed up on the information Ms. [redacted]provided. He believes there was a misunderstanding between our in-town and on-way rentals, therefore, in an effort to show customer good faith, he processed a check request for $159 per Ms. [redacted]rsquo;s request. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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 recently gained a full time position with a company. They have a corporate account with U-Haul. We have a big catering event and as the driver it is my responsibility to book the truck. I am not an authorized renter on the corporate account, so my co-worker [redacted] sets up the rental and adds me as the person who is going to pick up and drive the truck. I show up at the location to be told that they cannot process the rental and call this 877 # to resolve the issue. I call them and they tell me I have an outstanding bill from 2004. I explain that It is rented by a corporate account with my place of employment, and I am just a driver. I ask if my name is removed from the contract if [redacted] can come pick up the truck. The agent says since it is a corporate account, yes they can remove my name and proceed with the rental. Unfortunately that was not the case. [redacted] proceeded to the location and was told to call the same # and resolve the issue. [redacted] called and they proceeded to tell him about my outstanding bill from 2004, and tell him that he will not be able to rent a vehicle until I resolve this matter. That "His name is linked to my account nationwide". Furthermore he will no longer be able to use the corporate account either, since his name is now linked to my outstanding account from 2004.

After work I called the 877 # provided again and began discussing the bill, to see if it was even accurate. I explained to them that before I could begin making any payments on this, I wanted to see the original contract. They are charging me for over 300 miles and I can't remember ever driving a truck that far. The representative sent me a screen shot but told me that they can only pull up original contracts as far back as 5 years. They disclosed personal derogatory information, which cannot be verified by my signature, to my manager. Scared him and my employer that they will no longer be able to rent, and I will soon find out if I even still have a job. I don't understand how it is ethical to link my co-workers name, to an outstanding account from 2004 when you don't even have the original contract still. Or disclose my personal information.Desired Settlement: First I would like that [redacted] name be "unlinked' from this account. Some sort of documentation that this was a misunderstanding and there will be no adverse affects to the corporate account. Provide me with the original contract with my signature agreeing that the truck had the starting miles that it did. Close this case and unlink anybody from this account. I have rented U-hauls throughout the years but I have never driven 300 miles. If they would like to pursue reasonable payment arrangements, provide me with the original contract with my signature. Before I will commit to pay all parties must be released from being u-hauls hostage in writing. If they would prefer that I be banned from utilizing their services that is fine, please send me documentation, but an erroneous bill from 2004 needs to be closed.

Business

Response:

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She removed [redacted] from the E-Alert account. She also mentioned Mr. [redacted] attempted to rent in January, therefore is aware of the passed balance owed to U-Haul from a rental he had in 2004. Due to the date of the transaction, the contract is no longer available. Mr. [redacted] can contact our Collections Department to set up payment arrangements in order to clear his E-Alert account. They can be reached 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.

Regards,

Thank you immensely for removing Mr. [redacted] name from the E-alert. In your response you claimed that I was aware of the outstanding bill because I was declined in January, and informed. While this is true if you go back to the end of June, I rented a truck from the same u-haul site that declined me in January. The person who rented with me, did not have a driver's license so I was the only driver on the account. This inconsistency makes me very wary to proceed with making payments. I never E-signed a u-haul contract in 2004, I have no idea when the data was entered into your data base. The address on my license has been my mailing address for 15 years and I have never received a single notification. Removing Mr. [redacted] does not excuse your unethical collection process. I am seeking legal counsel, and so far they are telling me that if I did not sign an online contract, in order for you to collect this you need to provide original documentation. Please review your rental records and tell me how I was able to rent in June and the magically not able to in January.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We had a system wide issue with our E-Alert Program around the time Mr. [redacted] rented, which allowed everyone to rent from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I greatly appreciate you answering one of the objections raised, however in answering it you raise more questions about the accuracy, and dependability of your system. Please provide me when the answers to my other questions. 1. When was the data of this bill put into your database. 2. When was the original contract disposed of? 3. If I do owe this bill why have I never received anything in the mailing at my mailing address which my family still resides in. 4. Why has it never been on my credit report, or at least isn't now. 5. If I didn't sign a digital contract (e-sign), how can I be expected to honor a now "digital only" bill, when I have never even driven a truck 300 miles, which you are trying to charge me. 6. I appreciate you removing Mr' [redacted] from the E-alert account, but that does not compensate the embarrassment I've faced at work due to your unethical collection procedures and violation of my privacy when your representative disclosed the year and amount owed on my driver's license to my co-worker. How much is a collection agent allowed to tell your boss about why they are collecting, I could have lost my job, and you cant even provide me with a contract showing beginning and ending miles with my signature. I am highly offended that my privacy was invaded and inaccurate information was disclosed to my employer.

Review: I have purchased a trailer hitch installation kit and paid for install on 05/13/2014. I had to move my belongings Memorial Day weekend and having the hitch installed Thursday May 22nd would have gave me enough time to prepare. Since I was supposed to get a confirmation call before install and I did not, I called 05/23 and inquired on my reservation. I have been advised that the manager is taking some days off and I will be rescheduled for the next week. I asked why have I not been told this before my install day and the answer was mumbling. Next schedule date was 05/27 at 08:am. I have checked prior to make sure all ok just to find out that reservation was moved for the next day 05/28. At 8:00 am on 05/28 I have called to confirm everything is ok and was told that the day was booked and next day would be my install day.At this point I have asked to talked to the manager: [redacted]. He advised that he could not complete the job anyway because I ordered the wrong wire even thou I have explained him that I purchased the whole kit online and that was the only option. He advised he will order the correct part and notify me when received so we can schedule the install. He advised it was local delivery and it would come in a day or two. After not getting a call in two days I have called and asked about my order. I have been advised that the part JUST arrived. When proceeding with the schedule of install I have been advised that all the rest of the week was booked and anything available will be the following week. I have purchased and been billed for the service on 05/23/14 and the soonest day was 06/03/14.At this point I advised clerk I will forward my complaint to U-Haul Headquarters, Revdex.com and local news stations.If this is the level of service and at this point compassion that you can expect from somebody you paid to do a job others need to know and be aware.Desired Settlement: I will require the full refund of the labor costs and completion of service in timely manner. A formal apology would be professional as it was never offered for the length of this process.

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Cleveland regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] issued Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer and provided Mr. [redacted] with his cell phone number for assistance in the future with his next U-Haul rental.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,

P.S. [redacted] was very professional and sympathetic. Great job on he's part. Thank you Revdex.com

Review: On approx. June 13th 2014, I contacted ###-###-#### to rent a 26' truck. The representative was courteous and professional, and assisted me in reserving a 26' truck. I verbally verified with the representative (e.g. "I'm just check, it is the 26' truck I am reserving?", "Yes you are reserving a 26' truck."). I used the telephone service because prior to calling, I researched truck availability on the [redacted] website, and was unable to locate a 26' truck in the few rental facilities I inquired. The representative I spoke to on the phone validated my concerns a 26' truck would be available. In the morning of June 14th, I visited the U-Haul of Southside on [redacted] to pick up my reserved truck. The clerk informed me that they did not have a 26' truck. I inquired if there was an error because I reserved one that size. The clerk stated that the only 26' truck they had on site was already reserved by someone a week prior. The clerk offered a 24' truck instead. I rented the 24' truck due to time sensitivity of household goods move. This discrepancy has caused a hardship in my household goods move, and reluctant financial hardship due to a second trip utilizing other logistics.

On June 21st 2014, I phone ###-###-#### to report a complaint of this incident. The representative stated the reservation was placed for a 24' truck, and no information about a 26' truck was shown.

I am contesting the lack of guarantee of reservation, and inadvertent bait and switch incident.Desired Settlement: I respectfully request U-Haul evaluate their 1-800 representative/reservation sales system (e.g. accuracy of inventory, disclaimer of specific truck may not be available, etc), and honor the $50 "U-Haul Reservation Guarantee".

Business

Response:

June 23, 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 Fresno regional office, followed up on the information Mr. [redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee 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

Consumer

Response:

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

Regards,

Review: I rented a 26' truck from this location ([redacted]) only to have it break down and I was stranded until after midnight. I rented the truck at closing(7p.m.). The truck was not repairable and had to be towed. My account was charged a deposit of $105. They were unable to fulfill their end of the contract and thus must return all money I placed to secure the rental. The manager, [redacted], says he returned only $45 to my account ( I have yet to see any money returned to me in my checking account), sent me a certificate for $40 and I don't know what has happened with the difference. [redacted] has stated that they do not do refunds. I do not agree that this would be a refund as they could not fulfill their end of the contract by providing me with a working rental truck.

Product_Or_Service: 26' Uhaul truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting the full amount of $105 be applied back to my account.

Business

Response:

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Todd Ferriera, our President for our Fresno regional office, followed up on the information Ms. [redacted] provided. He has attempted to speak to Ms. [redacted] and is currently waiting for a return call. After researching her rental, he agreed she is due back a refund on the rental as she did not complete her move. A refund for $59.14 was issued back to her [redacted] account and should post on her next credit card statement for the remaining charges on her contract. As we value Ms. [redacted] as a customer, we hope she will take advantage of the $40 VIP Certificate previously issued to her.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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 reserved a u-haul truck 3 weeks in advance at a specific location for a 17' truck for July 11. The contacted me late in the afternoon on July 10, the day before the move, and told me they did not have that truck at that location. Instead I could have a 26' truck at a location 40 miles away. After numerous phone calls, they then offered a 14' truck at a location over an hour away. Neither of these options worked due to our time constraints and other constraints in making this move. We had to make this move on July 11. I finally cancelled the reservation and frantically called other companies to locate a rental truck for the following day the with little time left in the day to do that. I ended up getting a truck at the last minute, but it cost me $150 more and added an hour time to my schedule. Their web site says "Your U-Haul reservation is guaranteed! You will get the equipment, location and pickup time that you agreed to or we'll give you $50." They obviously did not meet this guarantee. I contacted them several times about this and was told that they don't really mean the location nor is the truck is guaranteed - only that there will be a truck available at a location not your preferred location. They do not let you know in advance that you may not get the truck you want at the location you specify. They are not very helpful after putting you in the predicament of not having a truck for your move on the day before the move.

I chose one option from the list above but this entails deceptive advertising, fraudulent guarantee. non-delivery of services and poor customer service.Desired Settlement: I would like the extra $150 that it cost me to rent another truck from another company at the last minute. They really should pay for the entire move considering the stress and aggravation they caused. At the very least they should honor the guarantee on the web site and pay the $50.

Business

Response:

July 16, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Executive Assistant for our[redacted] regional office, followed up on the information [redacted] provided and sent him the following email in response:

[redacted]: I would like to apologize for the reservation issue that you encountered. We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. The reservation guarantee was put in place to give some compensation to our customers if we are unable to come to an agreeable time/location etc. I have reviewed the file and I do agree that you are absolutely due a 50.00 Reservation Guarantee payment. I have issued a check request in the amount of 50.00 which will be mailed directly to you. Again, my apologies.

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 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 am willing to accept the minimum $50. However, in the response, it was stated " We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. " This was not the case. I would like to see some effort made so that customers are told both on the phone and in writing that they will be contacted to schedule the truck and location and that they may not get exactly what they are reserving. It is a preferrred pick up time and location not a confirmed guaranteed reservation. Imagine what it would be like if other businesses handled reservations as "preferred" choices. Maybe you should call it something other than a reservation.

Regards,

Review: My son an daughter paid to rent a Uhaul in Fredericksburg Va on Saturday July 19, 2014. They were moving a few last items from their apartment. I paid for the services from my Bank Card. They were required to drop the truck off in Waldorf Md [redacted]) on Sunday morning NLT 8:30am. IMMEDIATELY after driving up to drop the truck off, an employee [redacted]) approached the vehicle with a VERY UNPROFESSIONAL approach. He yelled "give me the key" to my daughter. She gave him the key in shock. He did not greet us nor did he make us feel comfortable. He walked away and went to the truck. He was cleaning other trucks as he appeared to be upset. My daughter and I left as we was in route to church. During church an employee ([redacted] emailed her to notify her that the truck that she turned in was filthy with dog hair and dog food all over the place. Therefore she will be charging my an additional $50, which will be debited from my account. After church we immediately went back to UHaul to review pictures. The pictures she showed was pictures she had taken on her cell phone and did not represent the vehicle that we rented. My daughter is pregnant, allergic to cats and dogs. She and my son do not own dogs and they do not have dog food.

We we very upset and disturbed as we tried to explain that they only put a few items in the back and definitely did not leave that truck dirty with dog hair. She ([redacted] asked her other employee [redacted] to come into the office. IMMEDIATELY after he entered the office he began yelling and screaming. I began telling him to take in down and show us some respect as a customer and stop yelling. [redacted] also had 3 of her children that was at work with her. They were all in defense mode and ready to attack.

They did not show respect to me and my daughter whose pregnant. We are very disappointed and would like to see that something is done about it.

There was a couple renting a truck before we spoke to [redacted] She gave them the keys and said I think the truck is over there somewhere.....How unprofessional is that. She did not go out to do an inspection on the truck.

I am very very disappointed with Uhaul and the employee's professionalism.Desired Settlement: I would like an apology and a refund to my credit card. We should not have to endure that service when we pay for service.

Business

Response:

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is documented on the rental agreement.

[redacted], our Executive Assistant for our Maryland regional office, followed up on the information [redacted] provided. [redacted] contacted [redacted] and offered an apology for the inconvenience and rude treatment they experienced and advised her a refund for $50 had been issued back to their Visa account as an adjustment on their rental. The refund should post on their next credit card statement. Please be assured the information [redacted] provided will be addressed with all involved to ensure 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

Review: UHaul box rental was a nightmare. No communication, late delivery, poor customer service.

I scheduled a UHaul Box to arrive in ** on June 17. On June 16, I got a phone message saying it would be late, which I couldn't do since I was only in town three days. However, I then got a message saying it would be on time. Move went smoothly.

In [redacted], in the contract it was scheduled to arrive June 25 and delivered June 26. On the 25th, I got an email and phone call saying it was delayed in [redacted] and wouldn't be in til the following week. I tried calling UHaul and was placed on hold for over 20 minutes before I finally hung up. I also sent an email and did the online customer service and got nowhere. I filed a complaint with UHaul and never received any response.

I was out of town the following week, so I had to reschedule the delivery for July 7 at 8 am. However, interestingly, UHaul went ahead and billed my credit card on June 27.

On July 7, no one showed up or called to say they would be late. I finally called the mover at 9am and was told they had forgotten about me. I tried calling the UHaul office and was told the head lady was out of the office but her replacement would get back to me. She never did. The box didn't end up arriving until 11:30 that morning.

One of the two movers was definitely inexperienced and dropped one of my cardboard containers with drawers, which spilled craft supplies all over the floor. He didn't know I had seen him and tried to tell me that the contents had spilled in transit. They also left several items out instead of putting them in the basement like I asked.Desired Settlement: I figure between the stress, the time I spent on the phone (multiple times), the time I had to wait for the box the day of delivery, and the fact that the delivery was not done according to our contract, $200 would be a more than fair amount to compensate me. Thanks!

Business

Response:

September 4, 2014Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted] Regional Office located in [redacted], followed up on the information [redacted] provided and sent the following email in response:[redacted], I am doing a following on you issues you had with your U-Box rental. I left you a message. If you can call me at [redacted]. I would be happy to help you. Thank you, [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

Consumer

Response:

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

Regards,

Review: my move was already stressful so I was running an hour late I called in advance and the customer service rep said ok she will notate account and I wouldn't be charged. I got to uhaul in park slope at exactly 11am the young man with the caribbean accent did the once over on the truck then proceeded to tell me I owed $18.50 for gas ONLY! to which I said that is too much asked to speak to manager. the manager reiterated the $18.50- to which- I said, fine charge my credit card and I left. at which time this company decided to have a field day with my credit card. when my assistant called back to find out about charges - they proceeded to tell her that they never received the truck. mind you I have never been called or emailed asking for the whereabouts of truck!!

need a complete refund for all the aggravation!! $195Desired Settlement: $195 full refund to my charge card should have only been charged $50 at the most!!

Business

Response:

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is documented on the rental agreement. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed the rental charges with her. They were able to reach an amicable agreement and a refund in the amount of $91.23, which includes a refund for one day rental of the truck, furniture pads, Safemove Protection and tax as well as only a charge for the fuel from the 1.9 mark. The refund was issued back to the credit card listed on the rental agreement and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After renting a 14' truck from the [redacted] location, nearly three weeks later we were notified of being charged an extra day when in fact the truck was returned within 24 hours of pic up, we were also notified of "Supposed damage". Upon finally getting pictures on 10-28-14 via e-mail it is obvilous the the damage is in a place we would have seen it. In fact the hieght at which the corner cap is damaged is in question as we only drove near two covered ares, both of which were 16 feet or taller. The damage is about ten feet from the ground. Had I backed into something the whole corner would be damaged, not just the corner cap (passenger side). The two agencies attempting to collect money from me on U-Hauls behave are [redacted] (96.55-Extra Day) and [redacted] ($482.33 for damages) despite that I took out thier Safe Move insurance.Desired Settlement: For the extra U-Haul to cease seeking payment for the day I did not use truck. For Damage , First a detailed list of repair expense, released from it as it was covered!

Business

Response:

November 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he contacted [redacted] and advised him he had the extra day and extra mileage charge waived along with the $30 Service Fee. The only additional charge is for the damage, which is now being handled by RepWest Insurance Company. [redacted] provided [redacted] with the contact information for RepWest to obtain a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Clarification: Will Pursue Damages outside the Revdex.com Channel Thanks!

Review: Installation of U-Haul trailer hitch resulted in numerous vehicle impairments.

9/26/2014-Installation of U-Haul trailer hitch onto our 2013 Kia Soul at U-Haul 515 S Willow St

Manchester, NH 03103. After installation, I immediately noticed clearance issues between the vehicle's muffler and the trailer hitch. This resulted in the muffler regularly making violent contact with the hitch causing a loud banging noise.

9/30/2014-Pick up and hitching of a U-Haul trailer at U-Haul 515 S Willow St Manchester, NH 03103. The collision of the muffler and the hitch was persistent the whole way to our destination of Northport, NY.

10/01/2014-Brought the vehicle back to return the trailer and inquire about this fitment problem. Although, at this time, it appears as though the issue was corrected. A technician "made an easy adjustment". At this time, however, I noticed that our vehicle's positive battery terminal cover was missing, likely due to the electrical connections made for the hitch's turn signals operation. This wiring harness runs from the trunck, through and under the vehicle's undercarriage, and lastly to the positive battery terminal. This cover was never missing previously and must have either been damaged upon installation or simply discarded.

Lastly, the original (OEM) hitch plates were never returned. These plates are present on all vehicles and serve as a general towing hitch. If I was to ever remove the U-Haul hitch for any reason, I'd have no method for towing the vehicle, as the original towing plates were never given back to me. They must have been discarded.

I've sent a formal email to the customer service department via http:/[redacted] requesting a return response for which I have yet to receive. This was more than several days ago.

I'm seeking full reimbursement for the trailer hitch and installation, which my receipt reads "$308.85", compensation to purchase the positive battery terminal cover and cost of and original (OEM) hitch plates. This was all mentioned in my email to customer service via http://www.uhaul.com/SubmitReview.aspx?referenceNumber=[redacted]Desired Settlement: Seeking settlement of:

$308.85 (complete cost and installation charges)

$7.99 (estimated cost of positive battery terminal cover)

$100.00 (estimated cost of the original (OEM) vehicle hitch plates)

Total settlement of:

$416.84

Business

Response:

October 29, 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 New Hampshire and Maine Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I would like to thank you for giving me the opportunity to work with you regarding your hitch installation. I understand you are seeking a complete refund, due to an issue with the installation. You state in your letter that after your hitch installation on 9/26 you immediately noticed clearance issues between the muffler and the hitch. At any time between the date of installation and when you rented a trailer on 9/30, did you contact the S. Willow St location to have this issue corrected? I would be more than happy to reimburse you for the cost of the positive battery terminal cover and the oem hitch plates. I just need a receipt or estimate for the cost of the replacement parts. I am issuing a $50 VIP Certifcate for your troubles.

The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I do not wish to conduct business with any U-haul location at any time in the future. Thus, the rejection of the $50 "VIP gift certificate". I sincerely regret the overall decision to have a trailer hitch installed on out new 2013 Kia Soul. At this time, I wish to return the vehicle back to stock. This means, I'm interested in removing all part installed by U-Haul by myself and putting the original hitch plates back on. Since I do not have them because they were never returned, I cannot do so. Furthermore, this is not a part that is readily available at any authorized Kia dealer, either is the positive terminal battery cover. These items are generally never replaced and are in turn not easily available for purchase. These parts never should need replacing. Your offer to refund the purchase price of these items would be accepted, but since I cannot obtain an estimate for the above mentioned parts because of their availability issues, I'm requesting a full refund for the trailer hitch installation instead, as mentioned in prior correspondences. The total cost of this installation was $308.85 Considering the difficulty to purchase both the original hitch plates and positive terminal battery cover at this time, I'm simply requesting a complete refund of the installation price of $308.85. I would be satisfied with this gesture and no further disputes would be present. Thank you.

Regards,

Business

Response:

October 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him another email in response:

Dear Mr. [redacted], My name is [redacted] and I am responding to your rebuttal letter to the Revdex.com. I have refunded your credit card for the hitch installation, for a total of $308.85. You may have already received an email receipt showing the refund. Thank you for allowing us the opportunity to work with you. I sincerely apologize that this experience has left you not wanting to use our organization in the future. Please keep the VIP certificate, you may need a propane tank or two filled in the future. Thank you, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a trailer that I drove from Anderson, SC to Charleston, SC that took me 7 hours to get home because I couldn't drive over 45mph on the interstate. The drive alone was unsafe for me and others on the because the trailer would sway all over the road. It took me 3hr 30min to get there and 7hrs to get home. Upon reporting the issue and asking for a refund for my business I gave u haul about 3 weeks to process this. I keep getting pushed around to different people and no one helps. I also told uhaul that the trailer should not be on the road because something was wrong with it (ive towed many things for my company and personal with no issues). I also returned my first trailer to a different location in Anderson, SC that day as well. I rented a trailer that was supposed to be 12ft long and it was only 11ft 4inchs and I had to have the full 12ft. I had the trailer for no more then 15 minutes before I returned it and was told I would get a full refund. Upon looking at my credit card statement I was charged a 2 day rental for 15 minutes. I also brought this to uhaul attention and same thing I've been passed around to multiple people with zero help. All I wanted is a refund for the wrong trailer and a faulty trailer as well.Desired Settlement: Full refund of both trailers. One being a faulty piece of equipment, a danger to others and my self, and other for false advertising.

Business

Response:

December 16, 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 South Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a refund for $162.01 as an adjustment on his rental. The refund was issued back to his Visa 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

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 scheduled my Ubox to be unloaded by movers at this Uhaul location on Saturday, September 27 at 9:00 AM. When I went to find my Ubox, the associate in the store told me it had been moved to a warehouse and would not be available until Sunday the 28th at the earliest, confirming that I could come when they opened at 9:00 AM to retrieve my belongings. I then gave my movers a $100 deposit to cover the mileage and time they had used on Saturday, and to ensure that they would return at 9:00 AM on Sunday the 28th. I then received a call around 4:00 PM on Saturday saying that my Ubox would not be available until Monday the 29th. I explained that I needed my belongings to be delivered to my apartment on Monday and that I work full time, so they would need to come some time after 4:00 PM. The person I spoke to made a reservation for a moving company (The Good Guy Moving Company) to delivery my Ubox to my address on Monday evening, quoting a cost of $264.40 for 4 hours of moving time. I also requested that something be done to cover the $100 deposit I had made on my initial movers that I had since lost due to their availability. The Uhaul representative said that he needed to check with his manager to see what they could authorize, but would call me back. I have not yet received confirmation of anything being reimbursed. When The Good Guy Moving Company called me on Monday morning to confirm my appointment for 5:00 PM, they explained that the order had been entered incorrectly in the system. Instead of it being entered as a Ubox delivery and unload, it had been coded as a pick up and unload requiring only a truck. He explained that the Ubox component of the move would require an additional cost of $130.04, putting my total move cost to $394.44.Desired Settlement: I am hoping to first reimbursement for the $100 I put down on my original movers that I have not yet received. I would also like reimbursement for the difference in price between what Uhaul told me and what I ended up needing to pay The Good Guy Moving Company, due to their mistake in incorrectly entering my move information into the system.

Business

Response:

October 3, 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 Northwest California 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 to personally address her concerns. Ms. [redacted] confirmed Ms. [redacted] placed her order on line for her movers herself. She relayed she would be more than happy to refund the $100 for her delay but would not be able to refund for any additional cost incurred with her moving helpers. The refund was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 read the business response regarding my complaint and am satisfied with the $100 refund, however I did not receive a personal call from the business regarding my complaint. If they would like to call me, I can be reached at ###-###-####. Regarding my moving help, I did not personally submit the final moving help request online. I initially called to submit it when I knew of my move and then decided to book moving help on my own. When the delay in accessing my Ubox until Monday the 29th was known, the Uhaul representative made a reservation for my delivery, quoting the moving help at $266.41 - an amount that seemed fit. When I received the call from my moving help confirming my reservation, they mentioned that the reservation had been entered incorrectly by Uhaul and said that the services would actually come to $396.45. Due to my need to move and access my belongings by that Monday, I paid the additional charge. I understand that the moving help is a third party service that Uhaul simply helps in reserving. However, I do believe that prices should be accurately quoted, especially in a situation with limited time and after a customer has already been wronged. My complaint iis regarding the data entry on the part of Uhaul in entering my reservation needs incorrectly to the moving help, of which I was not notified until Monday morning (8:29 AM to be precise) at which point it was too late cancel services and find another company available to move my belongings into the apartment for which I was already paying, at the time I needed them to do so. I do appreciate your time in rectifying this situation, and hope some resolution can come to be.

Regards,

Business

Response:

November 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest California Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office a refund for the difference for her moving helpers would be issued.

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 rented a U-haul truck on Sunday 04/19/2015 from 10 AM- 4PM. When I picked up the truck, the representative was asking me if I would like to purchase an insurance with it. And I told her "YES", I would like to purchase the insurance that covers both parties ( u-haul truck and the other vehicles get involve in an incident). So without explaining what else insurance coverage options u haul is offering, she suggests me to get the standard insurance - [redacted] (and I have confirmed with her several times that [redacted] insurance will cover uhaul truck and the other vehicle, and she was very positive that it does). So I went for [redacted] insurance coverage.

10 miutes later, I scartched a parked car at [redacted] parking lot. So I called the office to notify her the incident and to get some information so I can provide to the police. The same representative awared the incident, and told me not to worry about it since I purchased the insurance, and the insurance will cover the scartch vehicle( She spoke with her store general manager [redacted] prior telling me not to worry since insurance will cover).

When I returned the truck at around 3:30-3:45 PM, the same representative explained to us what to do when the insurance company calls us. And she give me a number, which she explained to me that when they called, I need to provide that number, and I will be fine. And once again, my bro in law confirmed with her that both cars are insured (well, u hault truck was not damaged at all).

On Monday 4/20/2015, I shared my experience with one of my co-workers, and I was informed that I might have to double check with U haul about [redacted] COVERAGE, because she believes only [redacted] PLUS covers that. So I called the same location at 6:22 PM, the manager [redacted] answered my call this time. Before I explained the whole story to her, she said she heard about it on Sunday, and [redacted] will cover the other party's loss if I ONLY SCARTCHED 1 PARKED CAR. (She explained the difference between [redacted] and [redacted] plus is, [redacted] covers 1 additional vehicle besides uhaul. [redacted] plus covers more than 1 vehicle besides uhaul). So I am good in that case. The phone coversaction was around 5 minutes and I hope U haul recorded it (it says it might be recorded for training purpose).

My wife told me to get some documentation the next day, for our referrence. so I decided to stop by again tomorrow early in the morning.

Tuesday 04/21/2015 around 7:00 AM, I went to the same store location with my wife. Mr. [redacted] was working alone, and he did not heard about our story. So I asked him the difference between [redacted] and [redacted] plus. He has the same understanding was my coworker was informed me. Therefore, I asked him to call his manager to confirm and see if we can get some documentation. On their conversaction, [redacted] awared that she misunderstood the [redacted] coverage, but unfortunately, she said she cannot modified the contract for us, since the contract is completed.

[redacted] totally understood that its their staff's mistake by misleding consumer. So he called the corporation for us to see if there is anything that he can do for us. Unfortunately, there is none.

I am very upset with u hault for not appropriately trian their staffs (both MANAGER and employee). And u haul is not willing to do something to help us. It is very unfair to me to pay for the damage since I already inform them that I want the insurance covers both parties, and I am willing for pay for the insurance.Desired Settlement: I would like U haul to modify my purchased insurance from [redacted] to [redacted] PLUS, so the whole incident can be covered.

Business

Response:

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he is currently working with Mr. [redacted] and waiting for him to file a claim in order research the situation and reach a resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Business

Response:

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he is currently working with Mr. [redacted] and waiting for him to file a claim in order research the situation and reach a resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We were charged for movers who cancelled with no notice

Uhaul charged us for movers who were supposed to arrive at 10:00. At 9:55 they called and cancelled. When we contacted uhaul about the issue they stated it was an outside vendor and they don't manage their vendors. They wanted to charge us a $99 cancellation fee, even though it's the movers who cancelled and wanted to charge us for new moversDesired Settlement: I want a 100% refund on the movers and rental due to the last minute notice and refusal to help rectify the situation

Business

Response:

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted [redacted]ers and were advised that both service requests were cancelled and a refund for $225.95 was issued to Mr. and Ms. [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.neither uhaul or [redacted]ers has responded to our issues. They only issued a partial refund which did not cover the additional costs we incurred as a result. The first movers cancelled with no notice and the second movers held up my husband for an additional $210 and damaged all of our furniture. Neither uhaul or [redacted] has accepted responsibility or contacted as requested

Regards,

Business

Response:

June 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. & Mrs. [redacted], Your most recent communication regarding your rental has been forwarded to my attention for review and resolution. I understand your frustration and the inconvenience you experienced as a result of the [redacted] you hired canceling on the day of your move. I have reviewed your file and it appears that you have been refunded for your [redacted] expenses. In regard to your request for a refund of the truck rental itself, the truck was utilized to complete your move and therefore I have no basis to warrant a refund as you are requesting. I wish to thank you for contacting us and allowing us the opportunity to respond. Thank you, [redacted] U-Haul Co. of Northern MN

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 booked a Uhaul 24 Foot Truck online to pick up on Saturday July 7 at a location in [redacted], MD. We secured the reservation online with a credit card and had confirmation number [redacted].We chose Uhaul because overall they were the cheapest. A short time later we were contacted by phone and told that they did not have the truck available. By the time they contacted us the other location that also had the same truck did not have it available any more. We were offered a 24 foot truck over 50 miles away. It would have taken us over two hours to drive to get it and the mileage we would have to pay to get it down to [redacted] would be charged to us. To compensate us Uhaul offered $20 off the rental amount. The time, gas and extra money that would have been charged us would not be compensated. This is unacceptable. The product was offered and secured with a credit card online. The company was not helpful in locating another truck or compensating us for the issue. This left us scrambling around for two days to try and find another moving truck in the area. We were told we needed to cancel the reservation due to Uhaul not being able to follow through with the contract.Desired Settlement: I believe that Uhaul should have delivered the truck to the location that we had secured with a credit card. Due to the time if Uhaul could produce the truck that we had secured to the location that we had reserved we would be happy. If this can not be achieved, we would like $100 credit to be used at a future rental that would not have an expiration date.

Business

Response:

July 11, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of MD, followed up on the information Mr. [redacted] provided. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location to fill the reservation. We can usually allow extra time and mileage to secure the equipment.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $100.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented a van at $0.99/mi ,then charged $1.99/mi, which they admit is a mistake.They say it will take 48 hours to refund the difference, it is now 4 business days later. Order #[redacted] made Thursday June 28, 2012Receipt#[redacted] received Saturday June 30, 2012Promised refund Tuesday July 3, 2012They have a 3rd generation computer system and 4th rate customer service (with recorded conversations), I'm in the computer field.Desired Settlement: $0.99 times (41 miles) plus NJ tax of 7% = $43.43

Business

Response:

July 16, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern NJ, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] advising him of a credit for $42.59 back to his Visa account. The credit 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