J.R.J. Tara Corporation

Review: I rented a 26inch truck from U haul this weekend and paid 106.00 for it. While in the process of moving the truck breaks down on me and can not be used. So I was told to call the Uhaul emergency roadside assistance in which I did and was advised that a technician will be sent out to look at it. The tech got there at 2 something and asked what was wrong I explained that its not giving any gas and the transmission is slipping. after looking at it and test driving it he found that it was inoperable which took him about 4 hours to figure out. He stated that he could bring me another truck but it will take him another hour and a half to bring which had really inconvenienced me considering I was to have all of my stuff out of the old place by that day. So when he finally got back with another truck it was dark and too late to do anything else. All I asked was a little of my money back and not all and I ended up having to pay extra for miles that I didn't use and that was used by the guy bringing and test driving the new truck. No one even apologized for the issue. So I need something to be done about this.Desired Settlement: I just request some of my money back at least half or something.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

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

on the information Ms. [redacted] provided. She informed our office

she spoke to Ms. [redacted] and offered her an apology for the problems

she encountered with her U-Haul transaction. She relayed that Ms.

Williams was not charged the extra day or for any extra fuel needed

to bring the fuel back to the same level as when the truck was

rented.

As we value

Ms. [redacted] as a customer, Ms. [redacted] sent her a $50 VIP Certificate

that can be used toward a future purchase or rental on the many

products and services U-Haul has to offer.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

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: 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: I came in to rent a truck at the brockton location...I spoke with [redacted] and was told that because I was a so called associate of a person THAT HAD A PAST BILLING ISSUE and was trying to rent a truck, that I couldn't rent a truck. At no time could he present me with a written law nor rule saying that this was true. I would like to know why I was treated like a criminal while trying to rent this truck to move my furniture out of storage. I also asked if I could go to another location and rent and was told by Mr [redacted] that"he didn't know". I asked could he call and check for me and even had the decency to say please and he rudely said NO and rolled his eyes. They guys need professional CUSTOMER SERVICE TRAINING!!!!Desired Settlement: I would like a written explanation as to why I was not showed a written explanation of how an "associate" could not rent a truck ...

Business

Response:

April 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] concerns to our office.

Mr. [redacted], a Customer Service Manager for U-Haul International, followed up on the information Ms. [redacted] relayed and provided the following response:

First I'd like to apologize for any mixup or miscommunication regarding the incident that occurred on 4/17/2013 and resulted in you not being able to rent from U-Haul. The reason for this type of alert to arise was due to a strong match on two or more pieces of information you provided to a previous customer who is already in our E-Alert system and unable to rent for various reasons. In this particular situation, the reason for the alert was a past due amount on a previous rental. Although the past rental was not yours, the information you provided at our U-Haul location had a strong match to the information that was initially provided on the past rental. We are not holding you personally liable for the debt, however, this account is keeping you from being able to take advantage of U-Haul services. Our E-Alert system is set in place to protect our equipment and to ensure that customer's fulfill their contracts correctly. Failure to do so may result in being denied future rentals. The reason that no information was provided to you regarding the past rental is because we only release that information to the actual previous contract holder. In your case we can only provide limited information and urge you to contact the original party to have them resolve the issue with U-Haul directly, thereby, removing you and this party from E-Alert. Please be assured we take these situations very seriously and since the last type of service we want to provide to a customer is no service at all, we encourage customer's to call the toll free number on the printout anytime a rental is denied at a location as an attempt to resolve the matter. U-Haul has the right to deny service if it is determined there is a past issue that needs to be resolved. We will follow up directly with the manager of the location involved to ensure the behavior you experienced will not be displayed in the future. Thank you, [redacted] Customer Service Manager

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: Subject: Poor Workmanship Installation on Prodigy Electric Brake System (Install March 6, 2015)1)Wiring under vehicle hood attached to a relay- Nut was not tightened. I was able to move the terminal nut with my fingers.2)The relay bracket was manufactured with two mounting bracket holes. Only one hole was used.3)Wiring was not properly secured from under the hood of the vehicle to the rear distance of the bumper electrical connector plug.4)Wire was routed through the holes in the frame of the truck. No flex wire tube protector was used at any location where the electric brake wiring was routed through the frame to protect the wiring from being damaged as a result of the wire moving during operation of the vehicle. (Flex wire tube connector was used at the rear of the truck near the connector plug).5)No tie wraps or other tie down methods were used anywhere on the wiring assembly.6)The electric wire hangs down approximately one foot below the vehicle.7)A yellow wire with a wire connector located at the rear of the truck near the bumper had one end that was not connected to any wiring. The end of this yellow wire connector was not protected or covered by electrical tape of other method. 8)The black wire connected to the battery was routed above the fuse and relay box of the truck which will prevent the box from being opened without interfering with or altering the black wire connection.9)The white ground wire was not attached to the frame independently. It was placed under a metal spacer, under the bolt and spacer that are used to secure the trailer hitch to the frame of the truck. This white wire is manufactured with a loop terminal which is designed such that a screw can be used to independently ground this wire to the frame to ensure the ground wire is properly secured. (How was the white wire placed under the frames and above the spacer? The hitch bolt would have to be loosened in order to allow sufficient space it insert this wire in the manner it was installed). 10)Under the hood of the truck where the wires were routed, the wiring is not secured or protected.11)After the installation, I asked the Technician who performed the installation to provide tips on how to operate the Prodigy Electric Brake Controller. He did not offer to provide me a demonstration, and told me that he had placed the operating instruction inside my truck and I could read the instructions to learn how the system operates.12)Unless I failed to do a step correctly, the unit did not power on when I attempted to determine if the unit was operating, later on the day of installation.13) I reported to the store manager March 7, 2015, the day after the installation that I was not satisfied with the installation. I walked to the front door of the U-Haul store and had her look at the wiring that was hanging below my vehicle. The store manager wanted to set-up an appointment to have my problems corrected, but I did not trust them to perform their mistakes correctly, so I did not allow the Governors Drive location to perform rework of their mistakes.14)On March 7, 2015 I spoke with the U-Haul call center and a complaint was opened for the poor workmanship I had identified. My complaint number is [redacted])I was told by the individual who assisted me at the U-Haul call center I would receive a call within three working days from a district manager, or someone with the necessary authority to properly address my issues, and to ensure all U-Haul offices were alerted to the importance of always practicing good workmanship during all installations for safety purposes and to ensure customer satisfaction. 16)I have no idea what other issues exist with this installation and what safety hazards may exist. Also, there may have been other items that were created as a result of this poor installation.17)Yesterday March 12, 2015, I contacted the U-Haul Call Center for the third time and informed the operator that I had not received a call from an authoritative anDesired Settlement: DesiredSettlementID: Refund

Complete Refund.The U-Haul Vision:Our VisionAt U-Haul, we are committed to sustainability through environmental protection, social responsibility and economic efficiency. We embrace our responsibility to act as a good corporate citizen by continually improving the sustainable performance of our products, services and activities. We work to meet the needs of the people today without diminishing the ability of future generations to meet their own needs

Business

Response:

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate [redacted], our Traffic Manager for our Northern Alabama Regional Office, spoke to Mr. [redacted] on or about March 16, 2015 and provided him with the U-Haul location he can go to, to have the installation corrected.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented two units in November of 2013. On August 8, 2014 I removed all my belongings from the two units. When removing the items from the first unit, I noticed a number of small roaches, leaving the unit as I began to move items. Upon further inspection of items I noticed pieces of furniture containing bugs, roach eggs and roaches crawling in and through bookcases, infant furniture, blankets and chairs. This unit contained furniture and items for a day care business, which would be unsafe to use for children now that the items have been infested with rodents.The second unit which contained the contents of a three bedroom home is useless as well. Clothing, mattress pads and pillows, which were secured in plastic have somehow been infiltrated by bugs and roaches. All applicances, refrigerator, stove, washer, dryer and deep frezeer are molded and mildewed. The mattresses, living room furniture sofa, love seat and recliner ( which happened to belong to my deceased father and is irreplaceable) are molded on the bottom and contain a plethera of bugs throughout. The 3 king sized bedroom suites (all less than 2 years old) are all water damaged, and unuseable. The legs and bottoms of the beds, dressers and nightstands have apparently been in standing water as the wood has become warped and the bottoms crumble to the touch. The sets area all completley unuseable! One of the dressers completely fell apart upon trying to move it!I was told by the young lady in the office that I had insurance on the units and to contact the insurance company. Needless to say, I had no idea I HAD insurance, as it was not discussed upon renting the units ( I would have gotten a larger policy had I known) and the policy will no way cover the cost of replacing all that has been damaged. I also feel like by the "gestures", faces, and lack of empathy by the UHaul employee, that this is not an uncommon occurrence at this location. Uhaul's website promises "Clean, dry" storage units. I did not get either.Desired Settlement: I have been notified by the insurance company that rodents are not covered under the insurance claim. Due to having to discard the contents of the unit which housed the day care furnishings, this has resulted in a loss of the possibility to immediately resume the business of child care services. I am still awaiting a response on the status of my second unit. I would appreciate a settlement of payments made to U Haul facility for units or fair market vale of the furnishing and items lost.

Business

Response:

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

[redacted], our Storage Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:

Ms. [redacted], I apologize for any inconvenience you may be experiencing. After researching your objection, the rooms in questioned were under [redacted]. Per the signed contract, Mr. [redacted] elected the insurance coverage on both rooms during the move-in process. Your claim is currently being processed with our insurance company, [redacted]. They will contact you of their decision regarding this claim. Thank you, [redacted] Storage Manager

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

Sincerely,

Executive Assistant

U-Haul International

Review: On July 13th I called to reserve a Uhaul truck for my move on July 21st. The man took all my information. When I arrived on the 21st at around 11am to pick up the truck, the business was closed even though the sign on the building said they were open from 9am to 3pm. I was unable to move my furniture because of this. When I called to find out what had happened, he told me they took the day off and Uhaul had called me to inform me of this. He then asked if I needed a truck that day. When I said no I was at work and had needed the truck on Sunday, he hung up on me. I never received a call from Uhaul, so I called the customer service number. I was told no one called me because he never made my reservation. So now I am still unable to move my furniture because the people who were helping me move are unavailable, and I have less than 10 days to get all of my belongings out of my apartment and move them to my new residence.Desired Settlement: Even though I didn't make the reservation on the Uhaul website, I think I deserve some sort of compensation. They offer $50 if your reservation is unavailable, and my reservation was never made.

Business

Response:

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

Ms. [redacted], our President for the U-Haul Company of Akron, followed up on the information Ms. [redacted] provided. In the interest of customer good faith, she issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee. She also assured our office the situation will be addressed with our U-Haul Dealer to ensure proper reservation procedures are being followed locally.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We were overcharged on a U-Haul rental on August 12,2013. We were given 3 days and 470 miles to get to our drop off location and we called them and told them we would have to return the U-Haul to the original location ad they said that is fine. We will just have to pay for the extra miles and the extra days we needed the truck. After we dropped it off we received an e-mail with our bill receipt attached and we were only given 1 day and 30 miles to get out of state. They completely changed the contract and overcharged us hundreds of dollars. WE have contacted them several times this week to get this issue resolved and it has gotten nowhere. They keep saying a manager will call us and no one calls us. This needs to be resolved and they clearly have no intent to fix their screw up.Desired Settlement: I would the money they owe me credited back to my debit card that they have on file and I would like a correct receipt sent to my email address on file with them.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of IA, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and discussed her concerns. He advised her of a refund for $280 he issued back to her Visa account for the extra miles and days. The credit 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

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: February 14th, 2013- I made a reservation for a 26ft truck, with the $14 Safegaurd, one utility dolly and 2 movers via the U-haul [redacted] service in [redacted] SC at Carolina Activities to be picked up at 12:30 on 3/1/2013.

On the afternoon of 02/28/2013 I received a call from the U haul Savannah office that there were no 26ft trucks in my area until Monday and I could be offered some discount if I took that reservation on Monday. As this did not work for me, the reservation was cancelled.

On the morning of 3/1/2013 I called the same U-haul office back to check if a smaller truck was available as I had already come down from Virginia to move expecting to have the truck I booked a few weeks prior. The office told me all they had was a 26ft truck in Savannah, something that they did not tell me was available the day before when my reservation was cancelled.

I called the movers to pick up the truck because it was now too far out of range for me to pick up and I did not think it safe to drive through a city I did not know 8 months pregnant. The mover who picked up was [redacted] of [redacted] of Savannah who I hired through the U-haul [redacted] service.

3 Utility dollies, a furniture dolly, and 60 furniture pads were placed on the truck that I did not order. When I called U-haul location and said I had not placed an order for those items they told me “the mover already left with the truck and it was too late now”.

Once the truck was loaded it would not start. A mechanic was called and it took an hour and half for him to arrive and then the repair time so we sat there for over 2 hours with movers on the clock getting paid by the hour unable to do anything. At this time he stated it was a very old truck, it never should of left the lot in the condition it was in, we shouldn’t take it over 40mph, also it should be left running once we got to the location as it was likely to not start again. He also said the cargo lights were left on and it drained the battery but there were no lights that had been on, nor did a light in the truck indicate that the cargo light was on. We told him this and it was chalked up to being a very old truck. Also, the cargo lights turned off automatically every hour as not to drain the battery anyway so that did not make sense as why the battery would be drained. Once running, the truck shook very hard when driven and while idling.

I was not able to go to my second storage unit and complete my move because of the delays and the worry of a faulty truck not making it.

When we arrived at my house for unloading the truck had to be left running which ate up plenty of fuel as was advised by the mechanic who came out.

Finally, when it was time to return the truck it over heated on the way back and could not be driven for another 2 hours. No mechanic was called this time because there was nothing he could do besides telling us to let it cool down. When [redacted] put gas in the truck he mista[redacted]ly put diesel fuel in it and I am not disputing this charge with U-haul. However, I do not think I should be liable for gas when I could not shut the truck off to begin with, or be liable for the truck rental/mileage for the defective equipment I received. Plus, I should have some sort of reservation guarantee. I also do not think I should pay for the dollies I did not order, but I will agree to pay for the 48 furniture pads that we did end up using. I know it is usual protocol that dollies are supposed to be sealed and if a seal is not bro[redacted] you do not get charged for it because you did not use one, as has been my experience with U-haul in the past. None of the dollies were shrink-wrapped so there is no way to prove we didn’t use them. The only equipment that was used was the utility dolly (I had ordered) which I will not dispute. However, because I had to pay so much over for the movers who were unable to work due to the truck being bro[redacted] down and not being able to complete my job, I think the fuel mix-up and other charges should be waived.Desired Settlement: Refund

Business

Response:

March 7, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and explained when the mechanic that was sent out hooked up his jumper cables, the interior lights came on as well as the 2 lights in the back of the truck. The mechanic asked them not to shut the truck off to allow the battery to charge up. Mr. [redacted] relayed that the mechanic topped off all fluids before allowing Mr. [redacted] and Mrs. [redacted] to continue their move. He also relayed that all the dollies and pads were requested by the movers and although the pads were just thrown in the back of the truck when it was returned, they were not charged an extra fee to fold the pads. He advised Mrs. [redacted] that the fuel tank would have to be flushed due to the wrong fuel put in the truck.

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.

No lights were left on in the truck, it was daylight when the truck was picked up and where never turned on. This was even relayed to the mechanic. The battery was not drained because lights were left on. I received a very poorly maintained truck that did not work and broke down TWICE and shook when driven. [redacted] also says it is a false that he "requested" additional items, he was told by U-haul I had ordered them when I had not.

Regards

Business

Response:

March 18, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, reviewed the information Mrs. [redacted] provided. He informed our office he issued a credit for $100 back to the [redacted] account on file as an adjustment on their rental. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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: On 06/27/2012 I rented a trailer from Uhaul for 2 days. On 9/13/2012 I received a notice from a collection agency informing me that I owe a citation fee of $10.25 plus an administrative fee of $30.00. I called Uhaul and asked what it was about, and was told it was for an unpaid toll. However I was never informed that I owed anything for any toll. The lady on the phone said that Uhaul does not tell you when you owe money for a toll, nor do they charge your credit card for tolls. Uhaul had all of my information, and could have, at any time, informed me of the fact that I owed money for a toll. They chose to wait until it was past due, and then you are fined even more money for a delinquent toll. Then on top of that they send it to a collection agency, all the while they could have either informed me of the situation, or just charged my credit card. This seems like a totally unfair practice to me. I am willing to pay for the toll, although I am not willing to pay for the fine, or the administrative fee.Desired Settlement: I would like to pay for the original toll that I owe .

Business

Response:

October 16, 2012

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

Our Customer Service Agent contacted Mr. [redacted] and addressed his concerns. He was advised that he was responsible for the full amount of the bill. Because the trailer is registered to U-Haul, any unpaid tolls or citations are sent to the U-Haul Company for payment. An account is set up in our Collections Department and we research the rentals for the time of the toll. The bill is then sent to our customer responsible for the toll, which also includes a $30.00 administration 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,

Maria Palmisano

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.

uhaul Regards,

Well my question is still the same. Why did u-haul not send me a bill for the toll when it was due. Why do you wait to send me a bill for the toll once a fine is imposed and then add an administration fee. Of course the bill for the toll is send to u-haul because the trailer is registered to u-haul. But when u-haul receives that bill u-haul should pass that bill over to their customers and give the customer a chance to pay the bill. In the meantime u-haul does not pass the bill to the customer until a fine is imposed and then add an administrative fee. Only after a fine was imposed u-haul passed the bill for the toll over to me . That's a scam in my eyes. Again u-hall had my address, phone number, email address, and credit card information but I was never send a bill for that toll. And again I am happy to pay for the toll but I will not pay for the fine and the administrative fee. Best Regards.

Business

Response:

November 27, 2012 Thank you for your continued concern for our customer Mr. [redacted]. Ms. Makia Jones, a Senior Customer Service Agent, reviewed the information Mr. [redacted] provided. She contacted Mr. [redacted] and explained that when the citation is sent to U-Haul, we need to pay the fine in order to keep our trucks on the road legally. To avoid delays if the customer chooses not to pay the citation or we don't have a current address for our customer, we pay the citation and then set up a collection account. Even if we were to mail the citation to our customer that is responsible for the fee, there would still be research involved and we would need to set up an account for follow up to ensure the citation is paid. Therefore, irregardless if the citation is sent to our customer to pay or we pay and send a bill to our customer, there is research and follow up that needs to be done and this leads to a processing fee. 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,Maria PalmisanoExecutive AssistantU-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,

Dear Ms Makia Jones, I guess you forgot to mention that before a citation is issued a regular bill was sent to Uhaul. Here is how it works. On Florida's Turnpike when you drive through a toll station a picture is taken from your license plate. A bill for the toll you owe is then sent to the address of the license plate owner. If the bill is not payed by a certain date a citation is issued. Unfortunately Uhaul chose to not pay the bill that was sent in time. I was never billed for the toll that I owed. I would have been happy to pay the toll that I owe and I still want to pay for that, but I refuse to pay for the citation fee, and the administration fee. It was Uhaul's mistake to not pay for the toll bill, and it was Uhaul's mistake to not send me a bill for the toll at all. Best regards, [redacted].

Review: I had used the U-Haul U-Box Storage Unit at [redacted] from May 2012-September 2012. On September 15, 2012, I ended my contract with them when they picked up the U-Box from my apartment complex. I received a billing notice in October 2012 from U-Box stating that they were charging me for a unit I was no longer using. I called U-Box and they resolved the issue, stated that they put in my move-out date and that I would not receive any more payments.

On 1-12-13, I received a billing notice via email for the storage unit. This was a few days short of 5 months from when U-Box had picked up my storage unit. I called U-Haul Ubox, left two voicemails, and did not hear anything. I ended up calling again and spoke to U-Haul Customer Service and was connected with a manager. The manager got a hold of U-Box and they stated that the woman who dealt with billing at U-Haul was out sick with the flu. They said it would be resolved in two or three days.

On 1-22-13, I received another billing notice via email saying that my payment was late and I was charged an additional $15 to my account. I have been dealing with this issue for 6 months. U-Haul has failed to correct this issue. I wrote a letter with the same information to U-Haul and have left multiple messages.Desired Settlement: I would like U-Haul to stop contacting me for billing and I do not want to be charged any more on my credit card.

Business

Response:

February 26, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] and sent her an email explaining she spoke with our U-Box Department and her account has been cleared. No further bills will be sent showing a balance. Ms. [redacted] included her telephone number in case Ms. [redacted] 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: 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: 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: 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: 02/15/15 Sun. approx. 11:00 AM: Rented U-HAUL Truck: ###-###-####; from employee [redacted]. Estimated cost $62.32 to cover mile, destination CubeSmart self storage + logistics [redacted] (PH#: ###-###-####). TOTAL DISTANCE DRIVE FROM U-HAUL 02/15/15:a) 1ST STOP 0.7 MILES (3 minutes): Load truck at [redacted] FINAL STOP 3.8 MILES: CubeSmart self storage + logistics 02/15/15 2:00 PM:1st CALL to [redacted], related driving to storage; water level indicator on, hard to steer and breaking, engine light indicator on, driving stalling. [redacted] related, that's bad, call Emergency 800 to report. Turned off [redacted], due to unsafe condition of veh. Also concerned for safety of passengers if veh. stopped on busy [redacted]. Wanted place veh. in safe location accessible for maintenance and/or tow service. In summary, upon arrival to storage facility, contacted Emergency PH#: ###-###-####; report taken.[redacted] contacted again with status of truck, being left at storage facility lot. U-Haul Key left inside truck under seat for tow truck personnel as instructed by Emergency Office. [redacted] said he would let his boss [redacted] know what occurred with truck; that I should be compensated or charged removed. For me not to worry he would handle everything and contact me. Since rental on 02/15/15, I always contacted [redacted], expressing my dissatisfaction of no resolution by [redacted]. I was charged twice; $62.32 and $49.14. [redacted] did not know why I was charged twice and said he would speak with his boss [redacted] again. Stating [redacted] is busy, doesn't know what [redacted] is going to do, but will let me know. 02/20/15 Fri. 2:23 PM-5 DAYS:Called [redacted] again expressing my concern of over billing, my complaint not resolved by [redacted]. [redacted] said call ###-###-#### and they would take complaint.a) Filed complaint with male rep. stated it would take 3 business day for District Mgr [redacted] to respond. b)Called [redacted] back related I'm unsatisfied this same [redacted] who hasn't resolve complaint. [redacted] said, hun I'm driving and hung up.Desired Settlement: I would like to be totally refunded: $111.46 (gas tank full)a) original rental cost: $62.32b) over charge: $49.14Was not able to complete moving planned. Could not drive truck into truck off-loading dock area inside storage building. Had to walk from truck outside, back and forth with large furniture, couches, that was such and inconvenience, as well as very cold temperature, and the wind caused much adjusting while items tend to blow away and/or off pallets. Totally unprofessional.

Business

Response:

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our North [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office a full refund for the rental in the amount of $111.46 was issued back to Ms. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I RENTED THREE STORAGE UNITS AND ONE OF THEM HAD RATS IN IT WHEN MOVING OUT A MONTH AND HALF LATER.RODENTS CHEWED THRU WALLS TO GET LEATHER SOFA..ONE ONE CARED. I DONT WANT A RAT STED ON SOFA.AND WITH BABYS AT HOME ..DONT WANT IT..INSURANCE I BOUGHT THE BEST.WHEN CALL THEM THEY KEEP SAYING CALL NEXT DAY,NEXT DAY..DONT KNOW WHAT TO DO PLEASE HELP..STORAGE UNIT WAS LOCATED ON THE THRID FLOOR.CLIMATE CONTROLED...HELPHAD TO BUY NEW SOFA MY GIRL IS PREGO.

Product_Or_Service: LEATHER SOFA

Order_Number: [redacted]

Account_Number: NO HAVE AT HOME I DODesired Settlement: DesiredSettlementID: Replacement

I BOUGHT THE BEST UHAUL SUPPILED INSURANCE..

Business

Response:

November 2, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. Edwin Clay, our

Traffic Manager for the U-Haul Company of North Shore Chicago,

followed up on the information Mr. [redacted] provided. He advised our

office he contacted Mr. [redacted] and offered his apology for the

inconvenience he experienced. He also discussed what Safestor

Protection covered and the exclusions. Mr. Clay assured Mr. [redacted]

that the situation he encountered was in no way a normal operational

result of how our storage location is managed.

As we value

Mr. [redacted] as a customer, Mr. Clay offered to send him a $75 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,

Maria

Palmisano

Executive

Assistant

U-Haul

International

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: I have a storage unit with U-Haul, and I have had some issues regarding health with my mother and daughter, I have been trying to pay off the past due amount owing to them, but they are not willing to make a payment arrangement with me so that I can still pay my other bills and get caught up with them. I have gone in with $250.00 and they told me they want full payment, I understand they want there payment but I don't have the full amount.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like it if they can accept a payment plan.

Business

Response:

February 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted] in[redacted],**, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining if he wanted to do a settlement, the amount owing was $364.98. The amount will change on the settlement if he waits another month. Ms. [redacted] asked Mr. [redacted] to call back if he wished to take the settlement. Please be advised we do not take partial payments. Ms. [redacted] relayed that Mr. [redacted] did call back and agreed to come into our Center on February 21st to pay half of what he owes as settlement and then will vacate the storage unit within 24 hours.

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

Ubox Uhaul is an extremely poor way to move. What they post on their website, or promised verbally by the GM of the Bayshore location, and promised is not what I as a consumer received. Our Ubox order was placed late by the SF location, to a 3rd party mover. We dropped our box on 7/11. The 3rd party movers said they didn't get a contract from Uhaul till 7/16. The 3rd party picked it up on 7/18. Uhaul promised 9 days till completion from when we delivered our box on 7/11. We received the box after 15 days from our leaving it with them.

When calling customer service Uhaul was unable to locate the box, and said they couldn't get ahold of the driver. (strange as GPS systems are put on moving trucks). I ended up finding out who the 3rd party movers were and I called their company myself to find out where the box was. They located it immediately and gave me an update on my box.

During the time when my box was late, I placed calls to the Customer Service Dept on 7/22, 7/24, 7/25 (twice), to find out about my box. No help. After filing a complaint, I got a measly $50 a day refund. My hotel bill and outside expenses to stay in the hotel was WAY more than $50 a day since I hadn't receive my goods and needed to extend my time for my family in a motel.

In the end, I received AWFUL SERVICE, TERRIBLE CUSTOMER SERVICE, and the PRICE TOO HIGH. I will never recommend Uhaul company to anyone. To this day, I'm at my 5th call into the customer service rep to get a copy of my bill and refund. Finally, I got one competent customer rep to finally emailed me a copy of the bill.