J.R.J. Tara Corporation

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

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Moving and Storage of Salisbury will be contacting Mr. [redacted] to set up an appointment for a replacement hitch.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

January 17, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

January 25, 2013

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

May 1, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

May 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

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

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

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

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

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

Business

Response:

June 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: on June 7 I was to pick up a u haul in harrodsburg ky. On June 6 noone called me from Uhaul to confirm reservation so I called uhaul. They told me then that I was not going to be able to pick up truck where scheduled. They then told me I would have to go about 15 more miles to somewhere else. No one even called me I would have shown up on the 7th to pick up and not have a truck. The person at the dealership was no help he refused to go to bardstown and get me a uhaul. I had to take about 3 hours of my work schedule to call uhaul customer service and other uhaul places to find my own uhaul. I do not work for uhaul, so they should have taken care of this for me. Also [redacted] at corporate was very rude and lied to the dealer and said there was no uhauls close he could get. My pick up location had been changed to lawrenceburg, but [redacted] said the truck was not there until friday morning so the dealer could not go get. I finally talked to machelle at corp. and she said the truck was there at lawrenceburg, so in general [redacted] had lied to me. [redacted] worked it out wiht dealer to get truck and it was there the next morning . I called u haul and complained about no one calling me and also about how rude [redacted] was to me. All they would give me was 50 refund which I haven't received as of yet.Desired Settlement: I think I deserved more than 50 credit when I had to do all the leg work to get a Uhaul for myself on the day needed, even though I had made a reservation 2 weeks earlier. I had to take about 3 hours of my time to take care of finding me a uhaul, when this is not my job. I don't work for uhaul. In my opinion this is a poor way to do business.

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], A Senior Customer Service Representative, followed up on the information [redacted] provided. She spoke to [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee along with a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The refund was issued back to [redacted]’s Master Card account and should post on her next credit card statement. The Certificate was sent by separate email.

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, tape and propane. We also sell and install permanent hitches.

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

Business

Response:

October 17, 2012

Thank you for your

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

appears on the rental contract.

Ms. [redacted], our

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

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

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

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

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

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

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

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

Business

Response:

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted [redacted]ers and were advised that both service requests were cancelled and a refund for $225.95 was issued to Mr. and Ms. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.neither uhaul or [redacted]ers has responded to our issues. They only issued a partial refund which did not cover the additional costs we incurred as a result. The first movers cancelled with no notice and the second movers held up my husband for an additional $210 and damaged all of our furniture. Neither uhaul or [redacted] has accepted responsibility or contacted as requested

Regards,

Business

Response:

June 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

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

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

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

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

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

Business

Response:

January 3, 2013

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

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

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

Sincerely,

Executive Assistant U-Haul International

Consumer

Response:

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

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

Regards,

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

Thank you for your assistance to this point.

Business

Response:

January 7, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

October 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

My identity was used to rent a trailer from Uhaul and Uhaul allowed someone to pick it up on my behalf and somehow made me financially responsible. I have filed a police report and spent hours on the phone with Uhaul customer service and have been very disappointed with this company. This happened over ten years ago and Uhaul never informed me of the incident when it happened or anytime after.

After speaking with customer service it seems that this sort of gap in customer security is still in place.

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

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

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

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

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

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

Business

Response:

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

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted] Regional Office located in [redacted], followed up on the information [redacted] provided and sent the following email in response:[redacted], I am doing a following on you issues you had with your U-Box rental. I left you a message. If you can call me at [redacted]. I would be happy to help you. Thank you, [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

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

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

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

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

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

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

Sincerely,

U-Haul International

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

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

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

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

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

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

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

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

Business

Response:

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

Business

Response:

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

Review: I booked an Uhaul in the middle of April by calling their 800 number. The reservation #: [redacted]. The quote of the 6’* 12’ Trailor given to me was $163 (before tax) from Cuyahoga falls, Ohio (my apartment) to Windsor Canada. Please see below for the confirmation email sent by Uhaul. The quote was revised as I changed the size and destination of the trailor. I gave U haul my credit card information to secure the price already.

However, on the pick up date (May 4 2013, 5:30PM), I went to the pick up place (800 E Tallmadge Ave Akron, OH [redacted]), this branch told me that the price would be $ 198 if I go to Detroit (Michigan) and the price would be $379.14 (after tax; $356 before tax) if I go to Windsor, Canada. I called the customer service immediately and their price was $163 if go to Detroit, Michigan.

I called Akron Ohio region office (phone #: ###-###-####). They gave me different prices for the same quote. Namely, the price would be $174 if I go to Detroit and $398 if I go to Windsor, Canada.

As the branch would close soon on that day, I had to take this last minute changed price. Otherwise, I could not make my move the next day. I want to complain about the following:

1. It is unethical, if legal, to increase the price last minute. At that time, I would not have other choices. I could have called other trailor providers if U haul did not obey the quote price and increased the price. Uhaul knew I would take any price at that moment.

I was taken advantage by the Uhaul, which was unfair.

2. The agent at the Akron Ohio region office, [redacted], forbade me to take the Uhaul to Windsor Canada, then return the Uhaul to Detroit, Michigan. However, the customer service told me that I could do that to save some costs.

I also had previous experience of using the Uhaul Trailor to cross the border and return it in US. In that way, the cost is much cheaper. Another Uhaul agent also suggested me to unload my household staff in Windsor and return it in Detroit.

I want to complain about this agent, [redacted] in particular.

3. Detroit and Windsor are two border cities that are next to each other. The price is unreasonable high to return the trailor to Windsor than in Detriot.

4. Different branches of Uhaul gave me different prices for the same quote (e.g., go to Detriot or Windsor). This was a blatant price discrimination and take advantage of customers.

Upon this, I asked U haul to return the extra charge ($216.14=$379.14-$163) to me.

Thanks!

From: [redacted]

To: [redacted]

Date: Sat, 20 Apr 2013 15:12:30 -0700

Subject: Your U-Haul Quote

Dear [redacted],

We thank you for choosing U-Haul to make your move easier.

The rate(s) for the rental equipment that you were quoted for pick up on Sunday, May 05, 2013 from CUYAHOGA FALLS, OH to Windsor, Canada:

6' X 12' Van Trailer $163.00

The rate includes 2 days and 219 miles.

The rate(s) quoted will expire in 24 hours and are subject to change if you change your pick up date.

To confirm your reservation and guarantee your rate with a credit card, call us anytime at1-800-GO-UHAUL (###-###-####). To confirm your reservation using cash, please stop by one of our 16,000+ convenient locations.

Thanks again. We are looking forward to serving you.

Sincerely,

U-Haul Reservations

1-800-GO-UHAUL

###-###-####

Started packing? Fill out our free U-Haul packing planner to get started. In addition to having the widest selection of boxes and moving supplies, we also have FREE boxes via our Take-A-Box / Leave-A-Box and Box Exchange programs.

From: [redacted]

To: [redacted]

Date: Fri, 19 Apr 2013 13:22:36 -0700

Subject: Your U-Haul Quote

Dear [redacted],

We thank you for choosing U-Haul to make your move easier.

The rate(s) for the rental equipment that you were quoted for pick up on Sunday, May 05, 2013 from CUYAHOGA FALLS, OH to DETROIT, MI:

5' X 8' Van Trailer $93.00

The rate includes 2 days and 219 miles.

The rate(s) quoted will expire in 24 hours and are subject to change if you change your pick up date.

To confirm your reservation and guarantee your rate with a credit card, call us anytime at1-800-GO-UHAUL (###-###-####). To confirm your reservation using cash, please stop by one of our 16,000+ convenient locations.

Thanks again. We are looking forward to serving you.

Sincerely,

U-Haul Reservations

1-800-GO-UHAUL

###-###-####

Started packing? Fill out our free U-Haul packing planner to get started. In addition to having the widest selection of boxes and moving supplies, we also have FREE boxes via our Take-A-Box / Leave-A-Box and Box Exchange programs.

Business

Response:

June 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted], I have read your concern and I will refund the $216.14 to the credit card used for the rental. You should see the credit in 3-5 business days. My appologies for any inconvienience this may have caused. Please feel free to contact me if you have any further questions. [redacted] Executive Assistant U-Haul of Ohio [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: Debit Card TransactionU-HAUL AT AIRLI 7650 A BATON ROUGE LA462007 07/27$48.03 on July 27 I went to.u haul in n Baton Rouge after Picking up a travel trailer We went to u Haul because there a National company that we Have used before. We needed a Travel trailer adaptor to Fit a Ford F-25O for the lights, brakes, Power Ect a common accessory the salesperson & tech was kind of rude but they were_ busy anyway he said we needed a odd looking Adapter the Pat was around $ 8 but he said he would hook it up and he Did Sort of he did Not Mount it he did unscrew a bolt and Put the Ground wire on this took all of 5 min from walking outside to finish.it Was not until he until he handed me the Receipt that saw the $ 40 install charge it was upsetting but it was done so we headed out We were about 30 Miles out of down when we notice the trailer brakes werent working . this Made for a hard drive back to Dallas but we Made it home the next week While testing the Systems we needed Propane so I went to u haul while waiting for them to fill the tanks I was looking at the adopters I then Saw the correct adaptor a Simple Plug that Fits the mounted ford tow package plug without Saying anything to the Nice tech filling the tanks he made the comment what a Mess while looking at the dangling Part the Baton Rouge tech sold us and he asked who did that when I told him Uhaul he took a close look and Made the comment I got a bad deal [not using those words) he also confirmed we just needed the common adaptor all Uhaul stores sell that I could Just Plug In Myself without need for any Installation charges Not that $40 for a single unscrewing of a bolt and leaving the wrong adaptor dangling is Installation in my opinionDesired Settlement: I would like the correct adaptor and refund of the so called installation charge and some Store Credit for the way we were treated by the baton rouge Store we like uhaul and would like to keep being customers

Business

Response:

September 17, 2012

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

Ms. Pam Allen, our Executive Assistant for the U-Haul Company of Southern Louisiana, followed up on the information Mr. [redacted] provided. She sent him the following email:

Mr. [redacted], I would like to apologize for the lack of service you experienced at our location in Baton Rouge recently. I want to let you know we will refund you the cost of the adaptor and the installation. Could you please email me the receipt number so that I can reprint and process the invoice. If you do not have the receipt I can research it if you give me the exact date and the dollar amount paid. Once I receive the information I will be more than happy to process the refund. I am also sending you a VIP Certificate that you can use towards the purchase of the plug you mentioned you were told you needed. I will be emailing the VIP to you in a separate email to you. Thank you for your business and once again I do apologize for the service your received. We do look forward to serving you again in the future. Thank you, Pam Allen

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 have a number of complaints with this company. In February 2014 I purchased 3 UBox storage units to be moved from [redacted] to [redacted], **. When the pods arrived in [redacted], ** I received a voicemail from the warehouse manager at the time asking what I was going to do with the Pods there, even though prior to leaving I informed the agent that I would be planning to store my belongings on the property as their website states. I attempted to call the location at least 3 times to find a solution to this problem and finally after having to put in 4 phone calls I spoke to their Warehouse Manager. However, when I talked to the Warehouse Manager she informed me that they can only store it for a short period of time there. However, on the U-Haul website it states "Flexibility: Store for as little as a few weeks to a few years; depending on your needs." After having to remind the Manager on this service I was then told that it would be fine to keep my belongings there. When we had the boxes delivered we asked that there only be one month of insurance ($25 a unit/month) as we were not in need of their insurance while in storage as we had our own storage. However, when my second bill came the insurance was still on there. Again I called the location and was sent to the Customer Service Center and asked how to get that removed and refunded/prorated. I was never informed on how to take insurance off the pods until having to speak with one of the area manager's at which point they informed me I had to go in to the location to do that. Approximately, 2 days 1 week later I received a call on a Sunday afternoon from a representative who informed me that they could no longer store my belongings due to the fact they didn't have any space and if I didn't call them back within 24 hours they will move my stuff to the location in [redacted], **. I agreed with the terms that I could at least still have access to my belongings with proper notice and also that I received a higher level of customer care. After moving the Pods to [redacted], ** I was recently looking to move out of them. I had called the location looking to get access to my pods to start unloading and the Manager of the location informed me it was their policy to not allow tenants to unload pods on their premises. I called the corporate customer service line and asked why that was and they informed me that it was U-Haul policy to allow any tenant to have access to their pod with proper notice (24 hours). At that point the corporate customer service said they would contact the location my pods were stored to get things figured out. Since I had already been on the phone for an hour I asked if they could call me back. When I received a call back it came from the [redacted] location and asked if I wanted to access my pods. I informed them they moved my pods to [redacted] and they were not at the facility in [redacted]. The representative there then told me I had to speak with [redacted] about this. It is my understanding that with this outcome the company failed to follow their own procedures in the delivery of services as they did not even know where the location of the pods were and not only that they filed to deliver as nobody actually called me back after having the wrong site call me. I later found out that the site in [redacted], ** does not have the proper insurance to store Ubox's and the reason they would not let me unload is because they did not have the proper liability coverage at their location. Which is an obvious legal issue that I am currently looking into.

Since I couldn't get access to the pods I called asking to have them delivered to my home and I would pay for the services. As stated on the website "Pack your U-Box pod at your own schedule. Reserve what you need and pay for only what you use. When you are finished, deliver the U-Box pod back to us or call for pick-up and we will ship it to your destination or store for as long as you need. With U-Box pods you are in control." At this point I was informed by the U-Haul staff again that they are unable to deliver my Pods to my home. However, as you see in the advertisement it says they will ship it to my destination and yet they failed to provide that service to me.Desired Settlement: The service I received while working with this company was inexcusable. I would like to see that a full investigation be done to ensure all of their company policies and procedures were followed as written in the operating procedures. I also would like to see if the location in [redacted] is actually holding the proper insurance for storing Ubox's. If they do not, they are receiving payment for something that is not being provided as they do not hold all the proper credentials to store these boxes even though customers are paying them for it. Finally, I have spoken to at least 20 representatives, made at least 10 calls and spent more than 8 hours on the phone with their customer service center and not once was given proper service. I would like to see a full refund of $3,170.76 for the failure to receive the services advertised on their website when I first booked these services.

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], Your communication to my corporate office has been forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving from at our u-haul centers. We expect our employees to provide every customer with the highest level of service, and I’m sorry this was not your experience. I would like to address each of your concerns. Our employees are directed to call you once your .U-Boxes arrive at their location to confirm your plan with you. Many customers have changes in their plans. We do offer storage of your U-Box PODS as long as you need to store, however if the warehouse is full at the receiving location we inform you that if you would like to leave them in storage, they will be moved to the nearest location with available indoor storage. This happened to be our independent dealer in St Louis Park (who I can guarantee you have the proper insurance to store U-Box Pods) I see that at the time you were informed of this, you asked about accessing your U-Box Pods. You were informed that as long as you schedule this in advance, yes, you are able to access then at this location. Accessing would mean your box to add or remove a few items. This independent dealer does not offer the ability for loading or unloading on their property. When you called to schedule unloading on the lot, they should have let you know we would have the U-Boxes brought back to [redacted] for you to do that. I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. And as noted online, Truck delivery available in most areas (this is not one of the areas we have that available) At home delivery available Designed for you or your Moving Helpers® to load and unload easily! I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. In regard to the insurance you elected in Seattle. Once you elect the insurance coverage we do need your signature to remove it. This is for your protection. You can also use your online access to your account to remove it yourself. As noted online, (Online management: Pay and manage your U-Box moving and storage pods online.) I see that you were charged by U-Haul for this insurance for three months, and you only wanted the coverage for one. Due to you not being explained the process properly, I have credited your card $150.00 for the additional two months of coverage we charged you. We value you as a customer and in doing so a VIP certificate has been issued and sent to you in a separate email. The certificate may be used for Moving helpers to pick up your U-Box PODS, deliver them to your home and unload them for you should you elect to schedule them to complete your move for you. If not please call our local office and let them know you would like them moved back to the [redacted] location to unload onsite Thank you, [redacted] U-Haul Co. Of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International