J.R.J. Tara Corporation

Review: 9/01/2012 We picked up U Haul truck at [redacted] at 2:30pm. [redacted] was not there but the young station attendant had a blank paper and told us to write our name, address, driver license # and charge card #. He then gave us the keys to truck and I told him I was paying cash and he said that UHaul would bill me. We had a time limit to get back to [redacted] and had to leave. On our way home from PA to [redacted] I received a phone call from [redacted] whom I had never spoken with and he said my credit card had been denied in a very mean voice. I had called UHaul and had asked if I could pay cash and they said I could. I said to [redacted] on the phone that if he would have been there and given us a contract we could have settled it then. He then rudely said HE WAS DOING ME A FAVOR BY LETTING US PICK UP TRUCK AFTER 1:00 because he closes at 1:00. I replied that I had reserved this truck two weeks in advance and UHAUL Co put it at that location. I was giving Uhaul $650.00 of my money so I dont think he was doing me a favor! I proceeded to tell him we were half way home and I would pay for the truck when we got to [redacted] because I had the cash in my purse. He screamed that I couldn't pay then, because the truck was considered Stolen. It was very upsetting trying to drive and hear we were driving a stolen truck because he wasnt there when we went there to get the truck. I had a debit card and gave him the number on the phone, then he seemed to change his tone because he was getting his cut of the money. We werent sure where or when to turn truck in because we didn't have a contract when we left the station. I called the 800 number and they gave me information. I called the complaint dept after turning the truck in and getting our contract. The person at the complaint dept told me that someone higher in the company would call me. I gave her my phone number. My son-in-law received two phone calls from [redacted] because he is the one that reserved the truck in his phone number but no one has bothered to call me. I am the one who paid the money and had to listen to [redacted] insult me. I do not want to hear from [redacted] but want to hear from someone in the company who can resolve this situation. I feel like I deserve some kind of compensation from UHaul for all the trouble that we have been through. I dont feel an apology is enough, especially considering that he isnt offering to do anything for us. He seems concerned only because he knows his reputation and name are on the line. Regret for mistakes is not the same thing as an apology. After this experience with Uhaul, I will not be recommending this transportation company to anyone I know. I am in no way satisfied with the service I have been given. I have worked in customer service for thirty years, and I have never treated anyone the way I was treated. I will be reporting Uhaul and my negative experience to the Revdex.com, and I will not rest until I receive some sort of compensation from the way we were treated. I do not appreciate being called a thief and I take it as a personal attack on my character. I demand resolution and if someone does not contact me as they agreed to, I will take my complaints further and make sure that no one I know ever uses Uhaul again.Desired Settlement: I would like to be refunded for my negative experience. However, when I called Uhaul, they simply emailed my son-in-law a twenty dollar voucher for the "next time" we use Uhaul. I will never use Uhaul again, so this is irrelevant and unwanted.

Business

Response:

October 17, 2012

Thank you for your

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

appears on the rental contract.

Ms. [redacted], our

President for the U-Haul Company of South Philadelphia, followed up

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

attempted to speak to Mrs. [redacted] but had to leave a message. She

would like the opportunity to address her concerns and reach a more

amicable resolution. She hopes to hear back from Mrs. [redacted] soon.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

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

Business

Response:

September 10, 2012

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

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

Dear Ms. [redacted],

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

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

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

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

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

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

Sincerely,

[redacted], [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[redacted]:

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

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

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

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

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

Business

Response:

August 1, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a 14' U-Haul truck via the national 1-800 number, ###-###-####, which number I found on their website. I placed the reservation 27 December 2012 for pickup of the vehicle December 28. The confirmation number I was provided was [redacted]. I was quoted multiple prices, but the last price was $540.80. The headquarters representative I spoke with stated I would be picking the truck up at their [redacted], [redacted], [redacted] address and confirmed that I would pick the truck up 28 December. He stated that I would be contacted by someone at the facility. I was subsequently contacted by "[redacted]" from the [redacted], [redacted], [redacted] facility. I asked [redacted], having forgotten to do so with the corporate headquarters, if their was a military discount. He stated there was and we would get that calculated into the final price when I picked the vehicle up.

Several problems arose. First, the address provided by the corporate headquarters was for the wrong facility. I wasted approximately 30 minutes working with Ms. [redacted] at the Race road facility attempting to figure out exactly where my truck was. She assisted, but the process was ridiculously slow and unpleasant. She called corporate headquarters and first attempted to locate the correct facility for pick-up using my confirmation number, then my telephone number. They could not identify me either by my confirmation number nor by my telephine number, greatly slowing and aggravating the process. Ms. [redacted] used the opportunity to attempt to rent me one of her trucks, but refused to quote me a price or let me use her phone to call "[redacted]", who after finally searching under my full name, was determined to be at the [redacted] road facility named above. This incompetence and waste of my time, primarily by the corporate headquarters misinformation and subsequent inability to locate my reservation timely, alone should warrant a significant rebate on the cost of this vehicle.

However, unfortunately, this was not the only unprofessional conduct I had to endure. During Ms. [redacted]'s telephone conversation with corporate, she advised me that I had been reserved for 27 December and not 28 December to pick-up, but the corporate headquarters was not going to enforce their contractual right to recoup an additional $50.00 from me. This was downright perfidious. I unequivically reserved the truck for pick-up on 28 December.

Once the address was determined at which I was to pick up the truck the next problem arose. The price I was quoted on the phone was over $70.00 less than what I was actually charged. The actual price I was charged was $610.80, before the military discount. After the discount was applied, the price was reduced to $549.56. The base price was over $70.00 greater than the original quote. When I contacted the corporate reservation office I had forgotten to request the military discount and did not mention I was in the military. Therefore, the base price of the rental was over $70 greater then the quote.Desired Settlement: The conduct of U-Haul was incompetent at best, and could have been purposely deceitful. I would like your assistance in receiving a reasonable refund of part of the rental cost. I had my time wasted, was given false information, was threatened with an additional fee for a false accusation and then charged well over the price I was quoted. Recall, the military discount was only considered and calculated after I was at the local office in person. That discount should have been reduced from the $540 I was quoted, not from $610.

I want from U-Haul the military discount from the $540 rate, not $610 rate that I eventually was charged. I want an additional discount on the cost that U-Haul finds reasonable based on the amount of trouble and aggravation to which I was subjected. Please adivse U-Haul that if they do not want to comply, the next complaint they will receive will be from my State Attorney General's office.

Thank you kindly for your assistance and the good offices you have provided for consumers and businesses.

Business

Response:

January 3, 2013

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He was unable to reach him by phone but did send him the following email addressing his concerns.

[redacted] My name is [redacted]. I tried contacting you via phone and was unsuccessful, so I am writing you in regards to your concern about your contract. First of all I would like to apologize for any inconvenience you may have experienced, we know your time is important. I have reviewed all of your documents, emails and notes that were left under your reference numbers. I do show your reservation was for the 28th of December. Your rate was 535.80. I can see on the 27th you received a conformation/scheduling call from [redacted] (e-z move & stor). They show a time of 9am as the pick up time. Unfortunately I do not know what was discussed on the phone regarding the Race Rd location, from what I can see in the system, it was never placed at the Race Rd location. I am not sure if this was your preferred location or just a miscommunication with the reservation department. This should have been made more clear when you received the confirmation/scheduling call from [redacted]. After looking over you contract $535.80 was the rate for the truck. At time of dispatch you choose Safe move Protection which was $60.00,also added was a utility dolly which is another $10.00. Total coming to $610.80 after the $5 environmental fee but before tax. Military discounts are 10% off the rate of the truck and or trailer desired for your move. In your case a truck, which would give you a discount total of $53.58. You letter indicated that you were given the discount off of the $610.80 which would give you $61.08 as a discount. If you give these numbers a look the $53.58 and $61.80 do not match what is listed as your discount. From what I can tell the gentleman [redacted] had a typo and instead of the $53.58 discount he typed in $93.58 which would give you the equivalent of 17.5% instead of the 10% U-Haul allows for military. I am sorry if there was any confusion. Sometimes all of the numbers listed on the page make it hard to follow but the contract was done correctly with the correct rates. Other items added on are not quoted at time of reservation and are a choice at the time of dispatch. Again I do apologize for any inconvenience or confusion the may have caused, but it clearly seems that a small mistake is actually benefiting you. At this time we will not be taking any further action. For future moves please mention you military move to the reservation department and they can set you up with our military moves department. They are equipped able to correspond with DOD and make sure all of your forms are in place and filled out for the future.

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.

Review of U-Haul's email will show I was offered nothing except the explanation that I am apparenlty too ignorant to understand the process of renting a truck.

Regards,

U-Haul has offered me no relief whatsoever. The email was written with the presumption that I am apparently not inteligent enough to understand the process of renting a truck, and the phone conversation was extremely advesarial. Most importantly, U-Haul has offered nothing except the assertion that I am apparently too ignorant to understand their process. If your follow up results in no change I will next contact the appropiate Attorney General's office.

Thank you for your assistance to this point.

Business

Response:

January 7, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed Mr. [redacted]’s recent comments. The email previously sent to Mr. [redacted] was not intended to come across as condescending, but to explain in detail the research that was done on his concerns. After another review of the situation, Mr. [redacted] advised our office that their decision in the matter remains the same as they feel a reasonable resolution has been offered.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a u-haul truck for 01/11/2013 to be picked up at 11 in the morning, I arrived at 11:46 I used my credit card to pay for the charges. the customer service was horrible stood there for 10 minutes while they talked among themselves finally I was given the worst truck on the lot I took pics the next morning I receive a call stating the truck was supposed to have been returned the following evening at 4:45 there was no way possible I would have been able to move my items in that short period of time I ended up having to pay for another day which the truck had to be returned by 4pm that same day. I was unable to move all of my things I returned the truck at 3:20 in which my son and I stood at the counter for 10-15 minutes while they discussed which parties they would be attending that saturday evening. my son said excuse me we are here to return a truck he was told I seen y'all when you entered I will get with you, I was too outdone by the lack of courtesy and disrespect and to top it off I was out of $200 and my belongings still had to be moved. finally I gave the keys to [redacted] the owner which informed me that the u-haul closed at 3:30 it was now 3:45 [redacted] was able to get into the system he sent another worker to get the odometer reading which literally took him 10-15 to get I was then charged $90 .34 which I paid in cash because I was told they could not take partial payments in cash and credit card. I would never recommend this company to anyone including my worse enemy they are disrespectful, horrible customer service and a rip off.Desired Settlement: I would like my $90.83 back I ended up having to find someone with a pickup truck to move my items which they are still doing which ended up costing me more money.

Business

Response:

January 17, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Cleveland, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained that her reservation indicates she needed the truck for 6 hours to make her move. Her reservation was for pick up at 11:00 am, however, she did not arrive until 11:45 am. Because there was already another reservation after Ms. [redacted] was due to return the truck, the return time on her rental was still listed as 5:00 pm. Mr. [redacted] contacted our U-Haul Dealer who stated he asked Ms. [redacted] how long she would need the truck and she replied that she would need the truck probably 4 hours. Ms. [redacted] did not return the truck on time and was, therefore, charged for another rental period. Our next customer was inconvenienced the following morning because we did not have a truck to rent to them. Our Dealer did refund $14 for the [redacted] Protection on the 2nd rental period. Our Dealer also relayed that Ms. [redacted] did not express displeasure at anytime during dispatch and return. He also stated he explained the details of her contract and she was aware the truck needed to be returned by 5:00 pm that same day. Mr. [redacted] was advised that when Ms. [redacted] arrived the next day at 3:45 pm, our dealer had already began closing up for the weekend. He unlocked the door and allowed Ms. [redacted] to complete her return. He restarted his computer to begin the return process. Our Dealer is aware how to accept two forms of payments and he relayed that at no time was this ever discussed with Ms. [redacted] and she simply paid cash. While Mr. [redacted] spoke to Ms. [redacted], he stated she became loud and said she misunderstood what the 6-hour request on her reservation meant. Also that her contract did not state the return time was 5:00 pm and even if it did, she was not allowed 6 hours on her rental. Mr. [redacted] tried to explain she arrived late to secure the truck. During the conversation Ms. [redacted] disconnected the call. Mr. [redacted] advised our office no refunds or adjustments were owed and will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

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.

that is an out right lie. I had family members that were with me both times. trust me when I say that the contract was never discussed beforehand or after the fact. the person that contacted me was just as rude as his employees, I guess it must be a job requirement to talk to customers nasty. the shop most definitely was not closing upon my arrival, they were sitting around discussing their plans for the weekend and smoking cigarettes. I just know now not to ever do business with this company and I will be sure to let all of those that I know who are moving not to do business with this company. thank you for your time and assistance.

Regards,

Business

Response:

January 25, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Cleveland, reviewed the information Ms. [redacted] provided. He sent Ms. [redacted] the following email:

Dear [redacted] I have reviewed your complaint from your Revdex.com. I would like to take a moment of your time to explain our rental process. On line reservation ask our customer to request the amount of time they wish to keep the equipment. Most families make their move in 4-6 hours. This allows other customers who need the same equipment so see and schedule there rental as you did with the past transaction. U-Haul will allow up to a 24 hour time frame for the same price. The contract 28472265 shows that the equipment was kept for 28 hours. This will result in a second day charge and includes [redacted] that was taken. The dealer ([redacted]) had a reservation for the next day resulting in our customer to be inconvenienced and having to go to another location 5 miles away. Our dealer could have charged additional charges because of this but declined to do so. The dealer did extend a courtesy by refunding the 2 day [redacted] Protection resulting in a savings of $14.00. I have spoke with our dealer and Area Field Manager in regards to this complaint and will stand by the Area Field Managers decision. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. Please accept our sincere apologies, and we look forward to serving you in the future.

Thank you for forwarding us Ms. [redacted]’s recent comments and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a u-haul truck on 2/19/2013 so I can move my girlfriends furniture . I picked it up around 10am so I can have everything moved and done by 245 so I could pick up my son from school. When I was done loading the truck around 1 the truck didnt start I contacted u haul and explained the situation. They transferred my call to their roadside assistance they said they would return my call but they didnapost. They made no effort to assist me. I waited around for 30 minutes but still no call back I had to call my roadside assistance through AAA they came right away and got the truck started right away. My girlfriend had to leave work to pick my son up from school. After everything was fixed after I took care of it uhaul sent me a text saying they will be there in 45 minutes, this was over an hour after I had contacted them. When I returned the truck they did not offer me a discount or an apology.Desired Settlement: I want the full amount that I paid.

Business

Response:

March 4, 2013

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

Mr. Douglas Brumfield, our GM of our U-Haul Moving and Storage of Gardena, followed up on the information Mr. [redacted] provided. He informed our office on March 1st that he left a message for Mr. [redacted] requesting a call back and that he had also issued a full refund back to Mr. [redacted]’s Visa account. The credit for $47.50 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,

Maria Palmisano

Executive Assistant

U-Haul International

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: There were several issues. Safety of equipment was a huge concern. The original equipment was not ready for pick up at time of reservation costing out of pocket expense which sent our travel plans into night hours for a move. The Trailer hauling my Lexus keep coming loose and we were forced to stop over night costing hotel experience. We had to change flights of family that flew into town due to the delay caused by the Company lack of equipment as promised and safety of the equipment during travel. We missed our appointment for moving into our new location which cause further delays in unloading our items. We called the local return location and was verbally granted more time to return equipment, but on arrival was handed a bill without my authorization for my CC. The "extra" out of pocket expense this caused includes but not limited to the following- 1 Flight - $328.50, 4 extra nights stay $89.90 + tax nights stay. Late fees charged by UHaul that were agreed by UHaul Not to be Charged in the first place. $85.50, Storage rental for belongings when U-Haul called and stated I must return the equipment the next day. $90.00 a month, plus $90.00 deposit. Fees incurred to unload and re-move all items caused by the late and unsafe equipment.

All receipts can be provided for verification everything in this report!!

Numerous calls to UHaul only lead to passing the buck to other UHAUL admin or locations. Another call was promised to be made to me by the Vise President of U-Haul which I did NOT receive. Yet another lie.

I have found the employees lie, pass the buck and no one takes any accountability for mistakes. Equiptment is sub-par and even when pointed out, just told you can pull over and check it again in the morning instead of sending someone out to fix the issues.Desired Settlement: My out of pocket damages caused by the non-delivery of services as promised on time and the obvious safety issues which was reported during the trip I feel entitled to a full refund which still will not cover my "extra" out of pocket expense to make me whole.

CHECK CARD PURCHASE U-HAULAFFORDABLE MINI [redacted] $713.38

JOE MOORES 06-01 $85.60 - Extra Late fee after all the problems with your equipment and service.

Business

Response:

June 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], a Customer Service Manager, followed up on the information Mr. [redacted]provided. He has not been able to locate any calls into our Call Center or our Emergency Road Assistance under Mr. [redacted]s name or with the telephone number listed requesting help when Mr. [redacted]encountered issues with the U-Haul equipment. Mr. [redacted] attempted to discuss Mr. [redacted]rsquo;s concerns, however, Mr. [redacted]advised Mr. [redacted] he had filed with the Revdex.com and declined to speak to Mr. [redacted]. Mr. [redacted] verified that Mr. [redacted]was allowed an extra day, which made the return date to be May 29th. Mr. [redacted]did not return the equipment until May 30th, thus the extra day charge. Mr. [redacted] explained, with the information he has at hand, he would like to issue a refund for $50 due to the delay in obtaining the equipment and a refund for $60 for the issues Mr. [redacted]states he experienced with the Tow Dolly. Please be advised that U-Haul cannot be held responsible for a personal commitment or schedule as we are a do-it-yourself moving company. The refund will be issued back to Mr. [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I opened my 5'x7' storage unit in September of 2012. Since February of 2013, I have been enrolled in automatic payment, with the March and February payment made without issue. This month I received a late notice with a random address attached to my name, which is not mine, and they did not process the auto debit. My card was reissued with a new expiration date, which I provided to the associate on 4/21/13 when I went to the location. Apparently this was never updated by him for some reason, however, he did add an address on my account not associated with myself. When I call to speak to someone, they are all extremely combative and rude and tell me it is my fault and my problem, and I am responsible for the late fee, otherwise they will take me to court.Desired Settlement: I request copies of all notes on my UHaul account, including internal notes, or phone calls, for my review as this case will progress to the legal system. I also request that my information be updated by someone competent enough to do it correctly so I do not receive late fees under an auto pay plan.

Business

Response:

May 1, 2013

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

Mr. [redacted], our Storage Manager for the U-Haul Company of New Hampshire and Maine, followed up on the information Mr. [redacted] provided. He has made attempts to reach Mr. [redacted] but has been unsuccessful. He would like the opportunity to personally address Mr. [redacted]’s concerns. Mr. [redacted] can reach Mr. [redacted] at ###-###-#### or direct 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.

I have spoken with Mr. Steve [redacted] twice. The "old" card number was used last night to successfully charge the $20 late fee. I spoke with [redacted], my bank, and was advised that on 4/24, 4/25, & 4/26, no incoming authorizations were processed, or requested, with that card number. Given that I supplied my card info to the CSR at UHaul, there should have at least been an attempt. They had no problem capturing the funds today for the late fee. When I have spoken with Mr. [redacted], he is extremely condescending and argumentative. What he sees on his screen is just that, and he is not willing to look any further into this.

Regards,

Business

Response:

May 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of NH and ME, reviewed the information Mr. [redacted] relayed. He informed our office a refund for the late fees has been issued back to Mr. [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

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 refund has been issues. My bank has verified that there are no pending transactions on my account, deposits or withdrawals. I also did not receive a receipt for this, as I received when they charged my card erroneously. I also requested copies of the notes documented by UHaul on this account from the time it was opened. I believe there is something more going on, and due to the exceptional disrespect exhibited by members of management, I am pursuing this request. I will not accept any response until UHaul is done trying to hide or circumvent these issues.

Regards,

Review: On 6/12/2013 on or around 11:30 AM. I entered into a contract with the UHAL Location at [redacted] I rented a 4' by 8' trailer to move from [redacted]. During my trip I had a number of issues with the electrical system for the trailer such as non-operating running lights, tail lights, brake lights, hazards, etc. The system continued to short out and caused my own vehicle to short and have non-operating tail lights. I reported this issue to the emergency roadside assistance on 6/13/2013 at around 4:00 AM MST (In [redacted]. They denied me services accusing me/ my vehicle of being at fault for the lighting issue and threatened to charge me for sending a servicing vehicle. So we drove (due to the unsafe area we were forced to pull of at) with hazards on and headlights only in the middle of the night. We pulled over at a U-Haul authorized dealer/ repair center in [redacted] for assistance. They deemed the trailer U-Haul provided us at fault, assisted us in obtaining a new trailer, and advised us to obtain a full refund. They advised us then that we may occur the same issue, saying "they should of put you in a newer/ more advance trailer for better lighting" We were delayed an entire day. The issue then continued due more electrical issues with the trailer like they warned us. We made it to [redacted] contacted [redacted] the GM at the location and agreed upon a settlement of a full refund of $533.64 by check and an additional $70 (estimated) paid out in cash on our arrival for the hotel visit. As of Monday the 1st of July we did not receive a check for the amount agreed upon. We then attempted to contact U-Haul on multiple occasions to seek assistance with a supervisor and were denied and harassed by customer service. We were put into two unsafe trailers and denied assistance in the most dire circumstances and denied assistance upon arrival of our destination.Desired Settlement: I was paid for the Hotel on the contract number [redacted], I was also paid back the labor rates and wiring installation for the hitch we purchased for a separate contract (Due to the "repairs" done by the location at [redacted] to the wiring in our hitch system) (Reference contract number [redacted]) I would like to receive the agreed upon amount of $533.64 for the entire rental of the trailer.

Business

Response:

July 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a check request for $533.64 was done on July 2nd. Mr[redacted]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

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

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

Contract Number: 82411915

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

835077 2630 W IRVING BLVD

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

Hitch Class: Square Tube 2 inch Rec.

Max Towing Weight: 5000

With Weight Distribution: 8000

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

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

Part Code Description Item Cost Quantity Line Cost

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

75990 Hitch Labor per hour 60.00 0.50 30.00

14488 LED Vehicle 4Flat 8.50 1.00 8.50

14488 Hitch Labor per hour 60.00 0.50 30.00

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

HTHW Hitch warranty 5.00 1.00 5.00

Subtotal: 208.45

Taxes: 17.04

Total Charges Including Tax: 225.49

Net Paid Today: 0.00

FootNotes:

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

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

Business

Response:

August 12, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

August 16, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had an online reservation for a U-Haul rental truck for my moving date. Their website said the truck was available and I received a confirmation number and paid the reservation fee. The company cancelled my reservation without my knowledge or any warning. I also waited on hold for customer service for 35 minutes the first time to be told they were unable to help me. I called again to file a complaint and get a refund and was on hold for 45 mins and when I finally talked with a representative she hung up on me!Desired Settlement: I would like a refund of my deposit and the difference in price that I had to pay another moving company at the last minute as well as mileage to the new business which is 30 miles farther away from my home.

I have 20 people total helping me with this move and it has created undue added stress to an already stressful time of moving!

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted] for the U-Haul Company of Eastern WI, followed up on the information [redacted]provided. He informed our office he sent [redacted]the following email:

[redacted] I have reviewed your complaint that was filied with the Revdex.com on 8/16. I have also reviewed the reservation that was placed online at 10:03 PM at U-Haul.com Unfortunately when you places your reservation the regional office was closed. Wehn we opened the following morning we tried to reach you at 9:09 AM to let you know there was not a 26 foot truck available in the Appleton area. We were having phone issues on 8/16 that led to long hold times and dropped calls so I do apologize for the long wait and the abrupt disconnection when you did talk to a representative. As far as cancelling your reservation it was cancelled because you asked the rep to cancel it becaise you were going to go with [redacted] Now because you were able to place your reservation online and the fact that we could not fulfill your reservation I will be issuing your our $50 reservation guarantee which will be applied to your credit card in 3-5 business days. As for a reservation deposit, all credit cards used online for reservations are to hold your reservation only, nothing what charged as a deposit and I show nothing charged to your card at this time. Finally, as far your request for us to reimburse the difference in price and mileage for going with another rental company I am sorry but I am unable to fulfill this request. We have our reservation guarantee system in place for us to help customers when we fail. At this tiime this is all I can offer you as well as my sincere apologies that we were unable to help you with your reservation. Regards, J[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,

U-Haul International

Review: Sold and Installed the wrong trailer hitch.Desired Settlement: Money Refund.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Moving and Storage of Salisbury will be contacting Mr. [redacted] to set up an appointment for a replacement hitch.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: Contact #'s [redacted] & [redacted]

I called to have a hitch installed and reserve a trailer. I needed the trailer for Wed Mar. 15,2011. I was told that the location didn't have the hitch in stock and that I would have to pay for 3 day shipping to have it there in time. I was agreeable to that. On Tues. Mar 14 a woman called to verify the appointment, 15 mins later she called back and said the hitch hadn't been ordered and wouldn't be in till Fri. I stated that was not acceptable I was leaving on Thurs and she said they could have it there by Thurs., again I stated that was unacceptable. I needed to have the trailer packed and ready to go on Thurs morning. She said she would call me back, which she did 30 min later and said the hitch would be in and set the appointment for 2pm on Wed.

After getting the trailer home a friend who followed me,informed me that I didn't have brake lights on the trailer. I called the location ([redacted]., [redacted], [redacted]) and they told me to bring it back that no one could bring me another trailer. When I refused to bring it back the agent there said to call the 800 # and ask for road side assistance. The man who came out for that said he couldn't fix the problem.

After speaking to a cust svc rep several times I still had a trailer that was not operable. She assured me that the person at the local shop would call me by 8am the following morning and she had sent a night fax also to advise of the problem. I finally called the number she gave me at 8:30am on Thurs and got into a heated discussion with [redacted] at ###-###-####. He told me that no one would be available to bring me another trailer for 4 hours and again advised me to bring the trailer in. I asked to speak to his supervisor and he informed me he was the General Repair Mgr and that his boss was on a conference call and refused to give me his number other than an extension from that number.

After hanging up from him I called the # I was given to file a complaint ###-###-#### only to find out it is just another call center. I spoke to a [redacted] and asked to speak to a supervisor which he was very reluctant to do instead kept asking questions. He finally connected a person who identified herself as [redacted] and told me to wait until I brought the trailer back to make a complaint. I finally got a call from [redacted] who said the field mgr would be bringing me a new trailer within the hour.

Around 9:30 [redacted] arrived with a new trailer and we checked the lights which were working. He left and when I opened the door to the trailer to finally start loading my stuff the DOOR OF THAT TRAILER FELL OFF. I called [redacted] back and during that conversation we got disconnected and I was unable to reach him instead I got a recording that the number I was calling was not a working number. [redacted] finally called me on his personal cell phone and said that [redacted] would be coming back with another trailer.

I called the ###-###-#### # back and asked to speak to [redacted] only to be told there was no one by that name in the company register.

I finally had a trailer that was useable but by then it was too late to make it to [redacted] as scheduled. I still had to load the trailer. I was told by [redacted] who was supposed to be the General Mgr of the [redacted] loc that when I dropped the trailer off at the end loc ([redacted]) that I would be compensated for all this inconvenience only to find out when I took the trailer to U-Haul at [redacted]., [redacted], [redacted] ###-###-#### that this is something the originating location says because they don't want to deal with irate customers. He did say that a [redacted] had called his location and told a woman there to have me call her at ###-###-#### which I tried to do twice on Sat. Mar 19. I got a different location the first time and was told she would e-mail [redacted] to call me and the second timeI was told she had left for the day.Desired Settlement: I don't feel I owe the 3 day shipment fee on the hitch since the hitch wasn't ordered and it was the company's incompetence that caused that problem. They ended up having to over-night it and they should pay the whole charge for that. I shouldn't have to pay for the rental either for all the problems I had even thought I did use it but I missed my scheduled arrival date which caused me several more problems.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM or our U-Haul Moving and Storage at [redacted] Blvd., followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email today:

Good morning Mrs [redacted], First off let me appoligize for your very poor experience back in 2011. I can not explain why it has taken two years for your Better Business Burea file to reach my office. I was not the General Manager of this location at that time., but I feel it is still important that I reach out to you. If you could please email me at [redacted] I will be sure to contact you when I return next week. If you would rather communicate via phone please send me your phone number and I will call you Wednesday. Thank you very much and I hope to hear from you soon. [redacted] General Manager [redacted] ,[redacted] ###-###-#### [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I moved from [redacted] to [redacted] and ordered a pod from Uhaul. It was paid on the 15th of August 2013 and was told to me that it was shipped on the 16th of August 2013. Max time it would take would be up to 12 days and also as advertised on Uhaul's website. I just received an email on August 27, 2013 saying that the pod was just shipped and when I contacted [redacted], **. where the pod is going to arrive, they said that they are not expected to receive my pod until September 10th or later. That is over a month or so. My daughter and I do not have our things and we are sleeping on the floor. This is unexceptable!!! I have requested a full refund of $1,687.59.

Product_Or_Service: Uhaul Pod Shipping

Order_Number: [redacted]

Account_Number: receipt number [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of $1,687.59.

Business

Response:

September 13, 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 Ms. [redacted] was contacted and advised of a refund for $800, which will be issued by two separate checks. Ms. [redacted] should receive them within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

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

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

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]y, our Traffic Manager for our [redacted] regional office, followed up on the information Mr. [redacted]provided. She informed our office she attempted to speak to Mr. [redacted]but reached his answering machine. She left a message explaining the charges on his rental contract and confirmed they were correct. However, in the interest of customer good faith, she issued him a refund for the refueling fee and the extra day charge for a total amount of $59.95. The refund was issued back to Mr. [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

October 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Consumer

Response:

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

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

Regards,