J.R.J. Tara Corporation

Review: UHAUL charged a truck rental fee of $2223.30 and should have charged only $632. The UHAUL was not returned to [redacted] about 2000 miles drive, it was returned in [redacted] about 300 miles. I have documentation regarding these charges, let me know your e-mail and can send.Desired Settlement: Refund total of $1591.30 for unused mileage use as destination was not [redacted], it was [redacted], only about 300 miles vs 2000 miles.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted], I could not reach you by phone. However, We did receive your concern and have issued credit to cc for $1265.43. This is the difference in rates. It includes the rate to FL plus extra days (2) and mileage ([email protected]). If you would like a more details, please call our office 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,[redacted]Executive AssistantU-Haul International

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

Product_Or_Service: 26' Uhaul truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved truck and tow dolly in [redacted], Indiana on the uhaul website. 30 minutes later I received a text that my reservation would be ready in [redacted] Indiana. I okayed it and went the next morning to pick up the truck when they opened. There was a problem with the tow dolly having a missing piece. They told me I could go ahead and use it and it should be fine, but I said I would only do it if they signed something saying I was not liable, they wouldn't do that. This issue could have been resolved long before if they had inspected their equipment when it was returned from the last customer. I then had to go to [redacted], Indiana to get a tow dolly and wait there to have everything ironed out. I was delayed by 3-4 hours because of this issue and people that were supposed to help us load the truck couldn't because I was so late getting home with it. My husband and one other person ended up having to load the entire truck because of this.Desired Settlement: I think a refund would be nice considering I didn't any apologies for the inconvenience when it happened.

Business

Response:

Thank you for your concern for our customer [redacted]. Please be advised the name listed on the rental agreement is [redacted].

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s [redacted] account ending in[redacted] on November 29, 2014. Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a supplemental refund for $124 to help offset the inconvenience she experienced as well as losing her moving help. The refund was issued back to her [redacted] account ending in[redacted] 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

Review: I had originally booked a truck for may 31- to June 1st. When I got to the location the lady at the counter who was extremely rude told me the lady who booked it never said it was for 2 days and I would only get to keep it until 1 pm that day. I asked to speak with a manager and said no one was available. She then said the only truck I would be able to keep for 2 days would be a massive 26' truck. Which was fine I took it because I need to move my stuff. When I got to the gas station by my house the truck battery died and we waited for oven an hour for your road side assistance to come out to give us a boost. Luckily some random person boosted us and we made it to my house. I am now currently waiting for roadside assistance to fix the battery. they came and said the battery is fryed. -I had to boost the truck in the morning and it killed my van battery that I had to go and replace. I called to speak with a manager and the lady hung up on me. This is not how u treat customers at all!!!! So not only am I paying for a truck that wont even work but I am now paying extra for a truck that I didn't even book. I spoke with someone in customer service finally after getting hung up on and he said he will put a complaint in and I asked if I would be compensated for any of this and he said the best he can do for me is before I check it in tomorrow is speak with a manager, but I don't get it because when I went today and asked for one the girl said there wasn't one there. When I droped the truck off the manager told me to just leave the keys and go and she will figure this out. she didn't seem to interested or to really care. I still havnt heard anything regarding this.Desired Settlement: DesiredSettlementID: Refund

I want my money back!!!! complete rip off

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she called the first telephone number listed on the file, which turned out to be a wrong number. She then called the second number and a gentleman answered and passed the phone to a woman. Ms. [redacted] asked for [redacted]. The woman said she had just called her husband’s phone and told she had the wrong number and hung up. Ms. [redacted] closed out the contract because it was on hold and she issued a refund for $50 as an adjustment. Ms. [redacted] called back and advised us [redacted] was her driver. Ms. [redacted] confirmed she received an email indicating a $50 refund had been issued. Ms. [redacted] also advised Ms. [redacted] she would issue her a $30 VIP Certificate that 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

Review: On Saturday of May 10,2014 I went into U-Haul Renters in Salem,MA which was the most unprofessional service.I [redacted] I wanted a a 17' truck instead of a 19' truck and I was very apologetic about it although she seemed annoyed. She pulled up in the truck I wanted left the engine running and did't say anything to me until one of my two associates pointed out she wanted me in the store I then quickly jumped in the truck to turn off the engine so gas wouldn't waste. She went to quote the u-haul price to me which was higher and incorrect which I pointed out and she fixed it. The rep went on to mention she was in a recent car crash and totaled her BMW. She proceeded to ask me if I wanted insurance I asked her how much is it and she told me $45 dollars I replied absolutely! she didn't explain the insurance did not cover overhead! then she rushed me out and which I got back on the truck had to point out to her the gas was under halfway which she had to make corrections again. I returned the truck to a Yonkers,NY location which [redacted] the supervisor after calling to make sure I didn't get charged for the gas since I returned it at the same level given told me that the truck head a Gash in the roof top that was very clear to see? I then tried to reach the Salem store which took almost two days of calling customer service. I finally reached [redacted] the Salem Gm 5/13/14 which seems to be of help however, it seems this company doesn't have a proper way of doing things "not on the same page of business at all! I called corporate 5/14/14 and spoke to a [redacted] whom was really rude and careless on the phone and was no help and referred me back to the Yonkers,NY manager [redacted] who is just trying to charge me for damages without even contacting the Salem,MA office. so now I am lost in the shuffle waiting for some mechanic to call me as per Joan! Corporate cant help me! The Salem office is taking no responsibility! I would have never rented had this girl from the Salem told me insurance was part coverageDesired Settlement: Honestly with the stress of my parents sick; My family needs me to help unpack; I can not function and I don't feel it's right for me to go through this and have to pay damages which insurance doesn't cover and nothing was made clear to me! just an unhelpful shaken up rep from a car accident! I demand a refund and U-Haul whom has their own shops fix their own vehicles and we part ways for good! I don't want to deal with them nor pay them a dime! I demand justice!!!

Business

Response:

May 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern Massachusetts regional office, followed up on the information Mr. [redacted] provided. She informed our office that the incident needs to go through RepWest Insurance Company for investigation. She relayed our GM would be in contact with Mr. [redacted], if not already, to discuss his concerns further.

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 Uhaul person contacted me! Some Repo people called me asking me to fill out some form through email and I refuse to fill out anything I don't don't understand.... To me its very simple I paid $45.00 dollars for insurance offered to me bu Uhaul and that's that why am I being harassed and dragged into confusion after bad customer service and hiring someone that cant do their job! They should handle the situation and keep me completely off their records to never rent from them! Do I need to get my lawyer involved?

Regards,

Business

Response:

June 10, 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 Eastern Massachusetts regional office, reviewed the recent information Mr. [redacted] provided. She relayed that our CSR that dispatched the truck to Mr. [redacted] recalled helping him very well and that he was friendly and conversational. Our CSR has worked for U-Haul for some time and Ms. [redacted] said she definitely explained to Mr. [redacted] what the Safemove Protection choices covered and what it did not. There is also a large sticker on the dashboard that indicates the limitation height clearance for the truck. Our GM of our U-Haul Center has had conversations with Mr. [redacted] since the incident and he was made aware the damages are his responsibility. At this point the damage claim needs to be processed and should not be misconstrued as harassing him for his cooperation. Ms. [redacted] went on to explain that although this is an unfortunate incident, only Mr. [redacted] can provide us the details of what caused the damage that occurred while the truck was in his possession.

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 ordered 4 U-haul boxes, packed 3 of them, the pick-up lady deemed them a little too heavy and asked us to take things out of all 3 and fill the fourth empty box with this remainder, she didn't want to come back that same day, and said that if we paid for the transport of the 4 boxes a total of 2,516.00 Dollars right there, she would come by the next day to pick up the boxes and start the delivery. It took uhaul an entire week to send me an email telling me that my boxes were still too heavy and that they couldn't send them, but they did take them to their warehouse to start billing me for storage: because today they send me a bill for almost a thousand dollars for a storage room. The pick-up lady, named [redacted], had promised me that everything would be solved by just loading the fourth box with the rest. She actually send us on our way to our new home and promised to take care of the transport. Please help me so that I receive the services I paid for: the delivery of my 4 boxes to Tacoma, WA.Desired Settlement: DesiredSettlementID: Not applicable

Please help me get my shipment here without any further delay or payment.

Business

Response:

November 23, 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 Washington regional office, followed up on the information Ms. [redacted] provided. She acknowledged the shipping was delayed at our dispatching entity due to the fact the boxes were overloaded. Ms. [redacted]’ goods were moved into additional boxes, which were paid by the dispatching regional office. Her 7 boxes were shipped from our U-Haul Center of East Los Angeles on August 27th. Ms. [redacted] was contacted for deliver on September 9th. She requested to pay only for the original 4 boxes but not the additional 3 boxes. We waived the delivery charges and she was set up for delivery, which was done on September 26th.

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,

U-haul's response clearly makes me the culprit, for my boxes were overweight. That is false. My personal belongings did not pass 8000 pounds. According to the official contract I signed with U-haul, each U-box admits 2000 lbs of inside weight, not counting the weight of the wooden crate itself and the tarp setup outside against the rain, both weighing about 750 lbs. U-haul in fact includes these 750 lbs in those 2000 lbs of weight permitted per box, which then allows the customer to only load up to 1250 lbs of personal effects into each box. That is truly fraudulent advertising and actually quite ambiguous in trying to disguise the actual weight that a customer can expect to transport with a single U-box. The 7 boxes that U-haul made out of my initial well-packed 3 boxes, arrived here less than half full, all my things scratched, cracked, bent, broken from such loose and negligent packing. U-haul in East Los Angeles, that is Mr. [redacted], his forklift driver [redacted], and [redacted], Manager of U-haul on [redacted] Avenue in El Monte, California, together willfully destroyed my contract, drew up a new one to their liking, deceived my about the overall weight and threatened me with liquidation of my belongings if I didn't pay almost a thousand dollars for storage in the East L.A. facility. This affair caused me sleepless nights for almost 2 months, and all because U-haul tried to extort more money than the about 3500 dls that I paid U-haul for the transport. Overall a very disappointing business relationship that I had to endure. If U-haul wishes to allow only up to 1250 lbs of inside weight per U-box to thus arrive at their claimed figure of 2000 lbs per box, they need to disclose this, so the customer can calculate and compare prices accordingly.

Furthermore I was charged for a transport of 4 boxes to Auburn, WA, a city 20 miles North of Tacoma, according to [redacted] the closest storage available near my home, yet when my boxes arrived up here, U-haul suddenly had another storage conveniently located just 5 miles South of my home.

In synthesis, the company calculates the transport miles in their favor, they deceive with the acceptable internal weight a customer may load into each box, and they can destroy a customer's contract at their whim.

I sincerely hope that Revdex.com will put a stop to this fraudulent business practice, so that no other customer has to suffer as I did at U-haul's hands. Very disheartening and more than undesirable, in fact loathsome.

Business

Response:

December 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Los Angeles East regional office, reviewed the information Ms. [redacted] provided. He informed our office he discussed Ms. [redacted]’ move with our Southern WA regional office and concluded all proper monies to have been refunded to Ms. [redacted] and no further action is required.

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.

Dear Alexandria,

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

Business

Response:

July 16, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

November 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Review: I arranged a phone reservation with U-Haul at address [redacted]. I made the representative aware that I wanted to pay cash but I did have a card that will hold reservation but there was not enough cash to pay the reservation. He stated there would be a extra $100.00 deposit if I use cash. I stated never mind use the visa card ending in [redacted] to hold the reservation. However, I will complete the transaction with another credit card that has enough to cover the charges. When I arrived at the location they instructed me they had no truck available and the quote given was 97.00 more than the original quote. I was then sent to another location. I arrived at the location at [redacted] now movers are waiting about 30 mins at my house. Gave the clerk card info and the truck did not start. 20 mins later mover at house still waiting. I was sent back to the other location. Clerk had bad attitude said the other clerk double booked but he would give it anyway. Took another 20 mins movers left my house. I was paying by the hour, they had to return the next day. I was promised a refund because the truck would not start of $50 it was credited to the card not used. I called to notify I was told they couldn't do anything about. Worst service I have ever experienced. I was promised a call nothing. I am now demanding a full refund of $171.00 I paid movers twice delayed moving a day.

Product_Or_Service: truck rental

[redacted]Desired Settlement: DesiredSettlementID: Refund

$171.00 total for truck plus $50.00 credit and cost of delayed moving.

Business

Response:

January 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and advised her of a refund for $50 that was issued back to her credit card that was used for her deposit as well as an additional $50 refund issued to the credit card used for her rental. Both refunds 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,[redacted]Executive AssistantU-Haul International

Review: I rented a UHaul truck and when it was returned they tried to say I caused damage to the vehicle. I know I didn't cause the damage they pointed out when the vehicle was returned. Funny how the attendant went right to the side of the truck that had the damage and tried to pin it on me. I pointed out that the damage he was showing me had rust on it, which means it was done previously. A manager was called and didn't want to hear anything. I told them that if I had caused the damage I would have let them know because I had taken the insurance out on the rental. The manager told me the damage to the vehicle isn't covered. I called Repwest, which is the representative for Safemove, the insurance they offered. They said "that anything that happens to the top or roof of the vehicle was not covered." Of course, this was the top corner of the vehicle. The SAFEMOVE validation tag that you initial clearly states the equipment # and right below the 1st thing checked reads: Damage waiver protection- relieves you of financial responsibility for the damage to U-Haul equipment (of course it does not state that the roof and top of the vehicle are not covered after this statement). The vehicle Equipment # is [redacted]. Just wondering if anyone has had the same or simular problem in the past with this particular UHaul location. When I left they charged my debit card over $560.00. I am fighting this with my bank and will take matters further if I have to.Desired Settlement: I would like the Revdex.com to investigate and make sure that their aren't any other complaints that have come in like mine. Also, let everyone know that if the insurance is taken there are loopholes. Make sure that a walk around is done and that every inch of the truck is checked, especially the roof.

Business

Response:

July 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern NJ, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and discussed their concerns. He advised her of a refund for $562.43 back to their Visa account. 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

Review: I was preparing to move houses. One week before our move date, I got on U-Haul website to reserve a truck for that day. I signed up for exactly what I wanted, and it was available. I ordered a 26' truck (the biggest they have) for the location I preferred (South Bend). I also signed up for the time that I wanted (9:00 AM). Everything was ready to go. Thursday comes (2 days before the move) and I already had my team of 10 guys ready to help me at 9:00 AM on that Saturday. So, around 4:00 PM on Thursday I get a text message from U-Haul saying my truck will be ready to be picked up at 3:00 PM on Saturday. I called them right away to let them know of this message. They informed me they had truck problems and that was the soonest time they could get me the truck. Well, obviously I could not do this because I had made arrangements with 10 guys taking them away from their families to help me move at 9 AM. So, after talking to 4 or 5 different people from U-Haul, I was finally directed to [redacted] from the Traffic department (I was also on hold for over 30 minutes between talking to all of these people). At first, [redacted] said she couldn't do anything to help me, and then finally said that she could get me a 26' truck at that time, but I would have to drive to Elkhart (which is 20 miles out of my way). But, she said it is a 1-way truck so I could drop it off anywhere when I was done and she would give me a flat rate of $50 and I wouldn't have to pay per mile. I was ok with this and thought it was settled. I called on Friday night to make sure everything was still good and they said yes. On Saturday morning I drive to Elkhart, and they say there is no truck for me. It hasn't been brought back yet. There is nothing they can do for me. They send me all the way back to Mishawaka and make me pay for a 14' truck and I have to pay per mile and gas. And, I have to return it back to that location. So, I had to make several trips because it was a small truck and pay per mile.

Product_Or_Service: 26' U-HAUL truck

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund. All they gave me after everything I went through that week with them was a $50 credit. The customer service was terrible. No one thought to give me a call to say there was no truck for me before I had to drive out all that way? Then, they said they couldn't do anything for me? They also had the nerve to comment on my bill that I didn't fill the tank up enough after I put in exactly how much I needed to. I would like a full refund of

Business

Response:

December 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining, in addition to the $50 refund issued previously to his [redacted] account ending in [redacted], she issued a refund for $39.46 back to his [redacted] account ending in [redacted], which is the remainder of his rental charges. The refund should post on Mr. [redacted]’ next credit card statement. Ms. Rodgers also offered her apology for the inconvenience he experienced.

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

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

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

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

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

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

Business

Response:

November 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

Business

Response:

July 11, 2012

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

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

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

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

Business

Response:

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Fresno regional office, followed up on the information Mr. [redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

Business

Response:

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Sincerely,

Executive Assistant

U-Haul International

We will never use U-Haul again. Living in the Twin Cities of MN, we called the U-Haul reservation line the evening of 5/8/14 to reserve a trailer for pick-up in Sioux Falls, SD. First, we were told we'd receive a call within an hour with information on location of the trailer and second, we were guaranteed that the trailer location would be within 25 miles of our desired location. Both were failures. We called last night after 2 hours, only to be told that their reservation desk was closed. As suggested, we called immediately this AM (5/9/14), only to be told that the closest trailer was 48 miles away from Sioux Falls. No one at U-Haul, including management, would stand behind their guarantee, and they were quite rude about it. We hope that everybody learns of their deceiving business tactics and terrible customer service and takes their business elsewhere.