J.R.J. Tara Corporation

Review: I rented a car trailer to tow a vehicle back from Arizona and the location at the I 70 and chambers location told me it was about 54 dollars a day. I decided to try and save money and pick one up in Arizona. The location in Arizona [redacted] and u haul [redacted]. Told me that I was paying for a 600 dollar security deposit that would be refunded at the arrival in Denver. She then handed me my contract and pointed and explained each paragraph and I signed. I get to Denver and the U haul company said no I have been had read the contract. Sure enough I read that that was for a one way rental. When it was explained it was explained that I would receive my deposit back. I told that to the Denver u haul rep and he then told me that he wouldn't take the trailer back and he would charge more damages to my card if I don't shut my mouth. He had put less nicely. I really needed that money. In an attempt to save 100 dollars on fuel I spent 500 extra. I was really relying on that money I could have purchased a used car hauler in Arizona for 300 dollars.This is kind of outrageous please help.

Product_Or_Service: trailer rental

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I be-leave that I should be refunded my security deposit like I was told that I was getting and only be charged 2 days like my rental actually was and not 4 days. please help.

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Eastern AZ regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] after discussing the situation with our dealer in question in regards to a deposit. Mr. [redacted] informed him he was not charged a deposit. He also confirmed Mr. [redacted] was charged the correct rates from Apache Junction to Denver.

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

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

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

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

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

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

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

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

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

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

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

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

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

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

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

Thank you.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I purchased Uhaul u-box service to transport my belongings from ND to MD. I paid $3200 for the service. U-haul guaranteed delivery of my items in ** on Aug 7th for this price. They were supposed toD on July 30. They did not. Instead they shipped them on Aug 5th. So this resulted in late delivery of items. I still don't have my items. Pick up location also had to be changed by u-haul . I have called multiple times and never got any assistance. I got hung up on twice. I spoke to 11 different employees who kept transferring my to other extensions, where I would be on hold for 20-30 minutes and then hunged up on. I have send [redacted] message to uhaul via their page. I got automatic response that a manager would contact me. Never did. My husband's military gear on this truck shipment and we can't access it. He has military obligations. I had to extend my hotel stay beacuse all my household items are somewhere on the way from ** to **. I had to re-schedule my trip to [redacted] to see my mother who's dying of cancer because I have my stuff I need on that truck. U-haul is not trying to help.Desired Settlement: I want my items to be delivered to me.

I want to receive appropriate refund.

I want apologies from U-haul for completely messing up my plans.

Business

Response:

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] was provided with moving help services in the amount of $543.95 paid for by U-Haul to cover the delivery and unloading of her U-Boxes.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: 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 two units in November of 2013. On August 8, 2014 I removed all my belongings from the two units. When removing the items from the first unit, I noticed a number of small roaches, leaving the unit as I began to move items. Upon further inspection of items I noticed pieces of furniture containing bugs, roach eggs and roaches crawling in and through bookcases, infant furniture, blankets and chairs. This unit contained furniture and items for a day care business, which would be unsafe to use for children now that the items have been infested with rodents.The second unit which contained the contents of a three bedroom home is useless as well. Clothing, mattress pads and pillows, which were secured in plastic have somehow been infiltrated by bugs and roaches. All applicances, refrigerator, stove, washer, dryer and deep frezeer are molded and mildewed. The mattresses, living room furniture sofa, love seat and recliner ( which happened to belong to my deceased father and is irreplaceable) are molded on the bottom and contain a plethera of bugs throughout. The 3 king sized bedroom suites (all less than 2 years old) are all water damaged, and unuseable. The legs and bottoms of the beds, dressers and nightstands have apparently been in standing water as the wood has become warped and the bottoms crumble to the touch. The sets area all completley unuseable! One of the dressers completely fell apart upon trying to move it!I was told by the young lady in the office that I had insurance on the units and to contact the insurance company. Needless to say, I had no idea I HAD insurance, as it was not discussed upon renting the units ( I would have gotten a larger policy had I known) and the policy will no way cover the cost of replacing all that has been damaged. I also feel like by the "gestures", faces, and lack of empathy by the UHaul employee, that this is not an uncommon occurrence at this location. Uhaul's website promises "Clean, dry" storage units. I did not get either.Desired Settlement: I have been notified by the insurance company that rodents are not covered under the insurance claim. Due to having to discard the contents of the unit which housed the day care furnishings, this has resulted in a loss of the possibility to immediately resume the business of child care services. I am still awaiting a response on the status of my second unit. I would appreciate a settlement of payments made to U Haul facility for units or fair market vale of the furnishing and items lost.

Business

Response:

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

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

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

Mr. [redacted], I am the Customer Advocate for U-Haul International. I have left some messages for you to please call me on my toll-free line so that we can resolve this together in a few minutes of conversation. This toll-free line rings directly on my desk: ###-###-####. Looking forward to talking to you.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from Uhaul back on 10/30. My move-in was delayed because the owner ran into financing issues. All my stuff was already moved into the truck & the movers were already paid so I let Uhual know the situation & I would need the truck longer but I wasn't sure how long. I called in every day to extend my reservation & Uhaul charged my card $40/day. I let them know that I was staying in a Hotel & that I was going day by day until the closing got resolved or I found another place. Each [redacted]e I called in to extend the reservation they made it seem like I was causing them a hassle & were very unprofessional even though I was paying for it. I rented the biggest truck they had because the furniture is very expensive & we didn't want everything piled up on top of. It made more sense to keep extending the rental instead of putting it in storage while we waited because we didn't want the furniture damaged from extra moving & the movers were already paid for the move in. Since the truck was so large we needed to park it in different parking lots & moved the truck every night so it wouldn't be reported as abandoned. On 11/18 I got message that I needed to move the truck as [redacted] had called Uhaul. I went immediately after work to go pick up the truck & it was gone & Uhaul said they had to tow it with no notice or phone call to my boyfriend who was the 2nd # we left on file.We picked the truck back up & on 11/26 I parked the truck at 4am in a very large shared parking lot way in the back where no one parked. I called to extend my reservation before my existing reservation ended & was told they towed the truck with not even a single phone call to me or my boyfriend. On top of that they charged me for movers and moved my stuff into storage without my permission & damaged my expensive furniture by piling it up. They fraudulently charged my card a total of $1,353 & caused me to lose the money I paid my movers because I had to cancel on them due to this. The GM was supposed to call & still hasn't.Desired Settlement: 1. My charges refunded as the money I lost with having to cancel with my movers, now pay movers twice & the money I've had to pay for a short term rental due to this issue has far exceeded what they charged me. 2. Any furniture that was damaged to be replaced or paid for3. A written explanation why I wasn't even given a courtesy call before they decided to move my stuff into storage and charge me without my permission4. The GM [redacted] disciplined for fraudulent & unprofessional acts

Business

Response:

December 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: 7[redacted]

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

[redacted], our President for our Phoenix Metro Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has corresponded with Ms. [redacted] by email and responded with his resolution to each of her questions. Along with waiving the $216 charge to unload the truck, he also would like to waive the fuel fee of $105.50. As we value Ms. [redacted] as a customer, Mr. [redacted] offered her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He requested she advise him of what credit card he can issue the refund to as well as the email address to send the VIP Certificate. Mr. [redacted] offered his apology in his email to Ms. [redacted] and looks forward to hearing back from her 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 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 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 have a storage unit with U-Haul, and I have had some issues regarding health with my mother and daughter, I have been trying to pay off the past due amount owing to them, but they are not willing to make a payment arrangement with me so that I can still pay my other bills and get caught up with them. I have gone in with $250.00 and they told me they want full payment, I understand they want there payment but I don't have the full amount.Desired Settlement: DesiredSettlementID: Other (requires explanation)

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

Business

Response:

February 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

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

Business

Response:

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

Exceptional customer service! The staff on Saturday, June 28th in the morning was top notch. They were polite, helpful and quick. It is so unusual these days to receive great customer service, my husband and I were talking all day about how great this Uhaul location is! Great Service!!!

Uhaul and uhaul Ubox are utter ripoffs. Over 90% of my items were damaged in a move, plus we had to leave nearly $2,000 worth of items at the previous home due to being misguided by a uhaul representative. The company is not paying a dime, saying it is somehow not their fault their own representative misguided us, and that it is not their fault the movers (who we booked through their website, movinghelp.com) damaged and broke so many of our items.