J.R.J. Tara Corporation

Not only did Uhaul (UBox) overcharge my account by 150$, but when I called to set up my reservation and clearly stated time and time again I HAD to have my UBox delivered by May 25 they proceeded to tell me May 18th was a sufficient day to load and drop off my box. Not only were they completely wrong about the amount of time needed but they reserved THREE boxes for me instead of one. Come May 14th I find out that my order for the 18th will no way make it in time so I have to take the day off of work to scramble and pack my apartment up to deliver my box on May 15th in order to ensure on time delivery. To add a cherry on top of this already wonderful experience my UBox sits in Austin until MAY 24!!! I have officially beat my shipment to Nebraska and have been living without my belongings for 3 weeks. Every single person was incompetent and would not assist me. All of them saw no error in what they did and clearly did not understand the urgency of my calls. Horrible experience!! We will see when I get my belongings...if ever.

Worst experience with a company I have ever had. Our U box was over 3 weeks late from the delivery due date in Michigan. The box was damaged and the shipping company would not move it for U haul. During that time, I would call everyday to find a status of the box with no success. The general manager finally called me 3 weeks after the due date to tell me he still had the box!!! How can any company operate like that??? Our babies clothe, toys, crib and all our my wife and I's possessions were in there! Amazing at the frustration and anger I feel about this company and to this day, months later, the only response I get from them is a collections bill because I disputed the charges on my credit card. Amazing. Never in my life I been so FURIOUS with a business.

My name is [redacted].
I have had the most harrowing experience with U Haul at South point storage, [redacted], south point OH.
What seemed to have been an initially cost effective process ended up costing me about 433 dollars extra. The reason given to me by the staff is failure of return of vehicle and missing items. I must say I do share some blame, given that I hired a transporter(off [redacted]) to move for me (that's never happening again!). However I alerted this office to notify the appropriate Authorities once the vehicle was late, fearing that this transporter may have been using the vehicle for another job or worse still, stolen the vehicle.
It was surprising to learn from the staff of this office that U Haul has no tracking device on their vehicles which one would expect should be standard practice in case of eventualities like this. Not to mention, I tried to speak with a manager, but no luck. The staff I had to deal with had no authority to help but kept telling me I would be billed daily until the return of the vehicle. I understand that a business is being run, but clearly common sense have been thrown out in the process.
Needless to say, I will not return to U Haul for any service whatsoever. Though such a decision would not matter to such a large company in a purely capitalistic society where the hunt for profits clearly outweighs customer satisfaction, this just gives me an avenue for catharsis.
Thank you Revdex.com.

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 rented a truck for 1 day. Per the contract, I was to return the truck by 8am. I did indeed return the vehicle before 8am on the day it was due. The place of business where I returned the vehicle did not open until 9am so I placed the truck key and paperwork in the drop box outside the store. The drop-off U-Haul charge me for an extra day of use of the vehicle (a $40 fee). I used the truck less than 24 hours per the contract.Desired Settlement: U-Haul, please place $40 back on my debit card. Thank you.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. Paul Barbanti, our

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

on the information Mr. [redacted] provided. He informed our office he

contacted Mr. [redacted] and advised him of the refund for $40 back to

his Visa account for the extra day charge along with a VIP

Certificate for $25 that can be used toward a future rental or

purchase on the many products and services U-Haul has to offer. The

credit should post on his next credit card statement.

Our

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

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

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

Sincerely,

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.

Thanks for your help Revdex.com. U-Haul responded quickly and made the wrong-right. They gave me extra stuff too. That was unnecessary but appreciated. U-Haul gets my future business and recommendations.

Regards,

[redacted]l [redacted]

Review: I rented a moving truck from this company and was no told I needed to return the vehicle to this [redacted] ONLY. When I went to fill the tank back up to the halfway point (where it was when I received it), the gauge was broken and I ended up over-filling the tank, spilling gasoline all over me. Being soaked in chemicals, I went to the nearest [redacted] and was told there was no problem dropping the vehicle there. I specifically asked if there would be anything else required of me and I was told NO. The next week I had a $75 charge to my account where I had expected a $40 charge from the subject business. When I called I was told I should have returned the vehicle and was charged for re-filling the tank, plus they taked on an additional $165 in penalties! After multiple attempts, I was finally able to speak with the manager on the phone. The manager admitted he was a close acquaintance with the manager at the other [redacted] and promised the matter would be resolved. When I called the other location, this manager also promised it would be resolved and would call me the next day if there was anything else I needed to do.I never received any phone calls from anyone.A month later I received a letter from a collections agency threatening to damage my credit score if I did not pay [redacted]. I am now being harassed by the collections agency, although they have not provided me with any documentation, other than a VERY short invoice saying I owe [redacted], to prove I owe or should be obligated to pay ANY amounts. Desired Settlement: I would like them to order their collections agency to cease all actions and to take any affirmative actions needed to clarify with any credit or other agencies that I do NOT have any debts outstanding. Furthermore, if any damage has been done to my credit due to their or their agent, assignee, transferee, or other secondary party acting on, or in conjunction with [redacted] or associated entities, I would like them to be held responsible for any mea

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Traffic Manager for the U-Haul Company of Gainesville, followed up on

the information Ms. [redacted] provided. He informed our office that a

credit for $24.75 was issued back to Ms. [redacted]'s [redacted] account and

should post on her next credit card statement. He also had the

Promissory Note canceled, indicating a zero balance on the collection

account.

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:

THANK YOU!

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: Me and my family rented a trailer to move from CA to UT, before complete the trip, we're pulled over by a police officer because the trailer had no lights. I got a citation of 195.00, trying to help, I been dealing with the court and lowered the citation to 52.00. I paid the ticket and contacted U-haul to get a refund. I spoke with [redacted] and he told me that they can't help me because " It happened far from CA" So the produte that I paid to rent, instalation and coverage isn't safe to complete a trip? I been stoped for about 2 hours waiting for help with out phone service. I paid $ 50.00 dollares for a guy who stoped and fixed the problem on the trailer, I not looking to get this money back because U-haul ofers road side assistence. Still have the part that was replaced by this guy and it's old and has rust all over it.Desired Settlement: Get refund of $ 52.00.

Business

Response:

November 2, 2012

Thank you for your

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

actually appears on the rental contract.

Mr. [redacted], our

Field Manager for the U-Haul Company of Los Angeles West, followed up

on the information Mr. [redacted] provided. He informed our office that

the U-Haul trailer had functioning lights when it left the U-Haul

lot. It was not until he was traveling through Nevada that he

incurred an issue. Mr. [redacted] relayed that our customer has certain

responsibilities along the road, which include checking the equipment

to make sure everything is properly working and to contact our

Emergency Road Service or stop for assistance along the way when an

issue arises. He believes the extension from the trailer to the

vehicle could have been dragged or pulled back and became inoperatve.

Mr. [redacted] added that Mr. [redacted] never mentioned a fee for a fix-it

ticket when he originally brought this to our attention in mid

October and also explained that we are not at fault, therefore, a

refund 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.

Regards,

For further verification, I still have the old and rusty part that was removed from the vehicle.

Business

Response:

November 27, 2012

Review: Hello to those concerned!

I had a horrible experience with Uhaul in several manners. Upon entering the store it was approximately 10-15 minutes before someone was able to assist me with Setting up a Uhaul storage unit as well as truck request. Once assisted the 2 men that were helping me were very unprofessional, and guaranteed in 6 years there has never been a break in, and bashing other local business.

Once I had truck usage and returned truck, I was called at 5:30am to move the truck because it wasn't parked where they wanted it. I parked my Uhaul truck in a parking spot, the store was not open at 10pm and with cost of gas and transportation made no sense to drive it to our home. So we parked it (according to MN LAW) legally in a Parking spot. At this point, I was irritated but still needed the storage for my move.

One Month Later... I received a phone call at 3pm while at work stating I needed to go to my storage unit immediately. The Customer service manager called said they found there was a break in. When I got to the location, The manager left a Cust. Service rep to show me, but had no information. As he was fixing the unit: door and lock broken, he had no information just said to see what was missing. Thankfully, because I used it for things such as a couch, Dishes, books, Sleds, and a few random boxes of no importance, nothing was stolen that I know of. I asked Several questions that went unanswered.

-When was it broken into?

-Why was it noticed at 3pm that there was a break in (As it was assumed by rep that it was overnight that it happened)

-Why wasn't police report made for Break in of multiple units (3 units at time were broken into)

-Why wasn't the manager able to go over the information with me?

Uhaul fixed door, and replaced lock at no-cost. When I got new lock keys and went back another night to move my things to another storage unit the keys didn't work and the Cust. Serv. rep mixed them up with another customer whose unit was broken into!

After this experience I moved my belongings to another location. 1 month later, they wanted me to pay for additional storage. I told them I no longer had anything in there and to cancel my service. For 3 months I received threatening messages stating my things would be sold, and my family and other contacts were told I wasn't paying for my storage unit. At this point I contacted Uhaul (ACTUAL RESPONSES below) I received 2 more letters and Family and friends received another round of phone calls.

Within this time frame, I contacted their customer service explained my situation. The phone number within the customer service had amazing and friendly representatives. Gave me information as to where I could go next. I also emailed Uhaul and I originally got a pre-made response. I sent back I was not satisfied, and I got another email. The second email was a lot better and I would have been Satisfied if this was the end. However I still received threatening calls and messages afterwards. (EMAILS BELOW)

(ACTUAL EMAIL)

Dear Erin Jagodzinski,

Your communication with our corporate office regarding your recent experience with our Blaine U-Haul location has been forward to me for a response. First let me sincerely apologize for the inconvenience and the delay in service you recieved. We strive to meet our own high expectations and more importantly, our customers expectations and to service our customers needs in a timely fashion. We will be sending you a $20 VIP coupon for your inconvenience to use on any service that U-Haul offers, including propane, boxes, and truck, trailer and storage rentals. Let me again apologize and thank you for allowing us the opportunity to respond. We look forward to serving you again in the future.

Sincerely,

Dick Hildebrand

U-Haul Company of Northern Minnesota

(2nd Email

Dear Erin Jagodzinski,

After a further review of your concern with your experience at the Blaine U-Haul, we have decided to waive any late fees and one months worth of rent on your storage unit. Thank you and we look forward to serving all of your moving and storage needs in the future.

Sincerely,

Dick Hildebrand

U-Haul Company of Northern Minnesota)

I thought I was Angry in the heat of the moment... It has been several months and I am still incredibly angry at the way the situation was handled as well as think about it every time I drive by there. It was one of those experiences you can never forget!Desired Settlement: Personally, I want someone to look into my account and make certain that there is no longer any account, and I am done with any and all charges since the break in. (Which Should be on record, if not I saved that email) $20 gift certificate that I would never use was a slap in the face. I spent $79.99/month for my stuff to not be secured, as well as treated poorly and made to look like I don't take care of my responsibilities with Family and friends After I canceled my service.

Revdex.com- Please look into the ethics with this, I feel this could have been avoided with better prevention and customer service!

Company-wide, I want it to be explained to consumers that there are no camera's on site, as well as report any break-ins with city police. Our belongings should be as safe there as they would be in our own home! If not safer! With as much as you charge for storage space per month that has the cost of land, building, electric and employment... most costs are upfront and not ongoing. Doing basic math this is A lot of profit! If no cameras on site, don't tell your consumer its the safest Storage! As well as Have signs in spots that are prone to break-in's, even a simple reminder to make sure no irreplaceable valuables are stored in there!

Business

Response:

January 9, 2013

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

Ms. Lucy Aveen-West, our GM of our U-Haul Center of Blaine, followed up on the information Ms. [redacted]i provided. She informed our office she sent Ms. [redacted]i and email confirming that her account has been closed with no remaining balance. She included her telephone number if Ms. [redacted]i had other concerns and wished to speak to her.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

As far as I am concerned on my portion, this has been resolved so it won't do my name any harm. However I still feel unresolved as for future consumers potentially running into the same issues. I feel going this route I was able to get assistance from the Revdex.com for Uhaul to take this situation more seriously and they did attempt to resolve the situation. I am satisfied with the effort, but would like for someone in a higher position to review matters and consider different options for future consumer security.

Regards,

Review: From: [redacted] (mailto:[redacted])

Sent: Thursday, February 21, 2013 12:08 PM

To: [redacted]

Subject: Uhaul canada.

my contact information. [redacted]

problem company. Uhaul Canada, local company that truck was delivered to uhaul at [redacted] ###-###-####.

my complaints have been directed to uhual headquaters to this number(###-###-####).

my complaint, when I picked up my truck at the uhaul dealership they asked for a 100 dollar deposit which was supposed to be returned to me at the time I dropped off the truck if it was in stipulated conditions. truck was received the way that it was outlined in the brochure and the drop off location said that they do not return deposits and that it would be mailed to me within the week, that was on december 17 2013. After waiting over 1 week I called uhual wondering where my money was and they told me that they thought it had been sent, I have called several times since then and talked to many people I have even been transferred to the USA but I still have not received my deposit over 2 months after I should have. My desired outcome would be for them to give me the $100 back and be forced to be accountable for their actions, $100 dollars is a lot of money while moving especially right before Christmas.Desired Settlement: Unspecified

Business

Response:

February 26, 2013

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

Our records indicate a check for the $100 deposit was mailed to Ms. [redacted] on February 12th from our Phoenix office. The check was mailed to the address she provided your office and should be received within 10 business days if not already.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We rented a 10ft uhaul truck for Friday May 31 returning June 1. We made our reservation for pick up at 5pm. We waited for over an hour to finally pull away at 6:40pm. We missed another appointment we had at 6:30 regarding why we rented the truck in the first place. The store had over 10 customers waiting in line, frustrated as we were. NO chairs to wait, and hectic customer service. We were BEYOND rushed to "hurry just sign" this electronic pad to rent our truck. We were quoted: 19.99 for the rental, 14.00 for insurance, 1.00 per mile and had to restock the gas we used. We were in full agreement. When my bill came in through my debit card they charged me 1.99 per mile. That is NOT what we were quoted. When I called the manager, he would not make good on what we were quoted. It is the principal of it. It was misleading to tell us this and then turn around and say "well you signed the contract". Yes, we did in a terrible hurry and since the girl behind the counter was flustered and had no patience for us to read anything. I would like other customers called who rented the same time, to verify this information. All we are asking for is for them to make good on what we were quoted. 1.00 per mile. They know people are reading the screen they make you sign, which is rushed by the employee, and it would take over an hour to read what is on there. It is a terrible practice, and they are very misleading. The manager is not professional. He argued and talked over me screaming "MA AM" over and over. I did also file a complaint with their corporate headquaters. I would not go through all of this trouble for a 1.00 a mile for no reason. I felt it was especially poor customer service after we waited for over an hour just to pick up our truck.Desired Settlement: I would like a credit for the 1.00 per mile since they charged me 1.99 and told me it was 1.00

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she advised Ms. [redacted] she would honor the $.99 a mile and issued a refund back to her [redacted] account in the amount of $70.62. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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. Ms [redacted] handled it correctly and they did assure me this would be taken care of,.

Regards,

Review: My name is [redacted] and my contract number is [redacted]. I have used U-Haul trucks and services in the past and never had any problems. Therefore during my most recent U-Haul experience, I did not expect any problem to occur. However, not only were there a problem, there were multiple, severe problems. These problems and incidents were so awful that I had to write this letter.

I was moving from Brooklyn, NY to Cape May, NJ. The problems started right from the beginning, during the reservation process. I made my reservation online for a specific U-Haul location at a specific time, Sunday, 6/2/13, 8am. The day before my move date, my pick-up location was moved to various U-Haul spots all around Brooklyn and my pick-up time was set for 1pm. I had to waste my entire Saturday afternoon, calling different U-Haul places to find the truck I needed, for pick-up around 8am. I eventually found a place that stated they can TRY to have a truck ready by 8am. I was able to get a truck from this location on Sunday at 8am, like I wanted: Brooklyn Atlantic Parking LLC – (001472), 1072 Atlantic Ave, Brooklyn, NY 11238.

After we packed the truck and started it to leave for NJ, an “oil change” message started to blink. As we continued to drive, the radio stopped working. Needless to say, not a big deal, but very inconvenient considering it was a long drive and I would have liked to listen to music. Then, the biggest problem happened on the NJ turnpike. The U-Haul truck started to rumble and shake while I was driving. I heard a loud “pop” sound and immediately knew the tire exploded, through no fault of my own. I did not hit or run over anything, the tire literally exploded. Other cars on the road were braking and trying to avoid me. I stayed calm and was able to move from the center of three lanes to the right shoulder of the road and pull over. This could have easily been much worse and I am lucky to be alive right now. Next, I called the Emergency U-Haul phone number. They were eventually able to send a tire service, Earle’s Tire Service of N.J, which came almost two hours later. Now, my long trip was delayed another two hours and I had family and friends waiting for me in Cape May, NJ to help unload the truck who now had to wait for the rest of the night until I returned.

When I called the Emergency U-Haul number, the woman said I might be able to get a discount if I call the regional office U-Haul number. I returned the truck the next day and alerted the woman of all my problems, as well. She also suggested calling the regional office. I called the regional office U-Haul number given to me, which is ###-###-####. When I called that number, they said a representative would call me back in no more than 48 hours. Well, that never happened. I was lied to by U-Haul representatives.Desired Settlement: I would just like some kind of discount from by bill for my inconvenience/almost death. I would also like to know why nobody inspected the vehicle I drove. For that many problems to occur, nobody thoroughly inspected that vehicle for a long time. There is a very good chance I will not use U-Haul ever again in the future. I hope this problem can be taken care of in a timely manner because the only way for U-Haul to listen is through the Revdex.com apparently.

Business

Response:

June 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of Brooklyn/Queens/SI, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] on June 13th but has not received a return call. She asked that we relay her apology to Mr. [redacted] for the inconvenience he encountered and advise him that she had issued him a refund for $100 as an adjustment on his U-Haul rental. As we value Mr. [redacted] as a customer, she also sent him a $100 VIP Certificate by separate email that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, 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: Called to reserve a u haul truck in [redacted] to go to [redacted] , I asked for a 17' truck for pick up on the April 13. When we got there [redacted] told us that there was a 26' that needed service in [redacted] asked us if we wanted to take that truck for the same price we said yes we were going there anyway we payed 818.56 and we were on our way. Went to load our belonging in [redacted] and left that same day had family on Sunday April 14 plus a very bad snow storm coming into [redacted] had to get there. My husband, [redacted] drove the truck, I followed behind the the u haul noticed that it was dog tailing bad he would go to pass on the left and the truck would go at the other vehicle almost hitting the other vehicle, my husband is a C.D.L. Driver and was able to drive it but it was very unsafe and like I said there was a very bad storm coming in we had to get home. When I got to u haul on April 14 to drop the truck off in [redacted] off 6th and [redacted] I talked to a [redacted] told her the issue she than gave me a [redacted] phone number to call on that Monday the 15th I am still waiting for that call said she was putting the truck on hold. Then on tues.april 16th I called cooperate office talked to customer service person who than told me that they did'nt even do a complaint file on me when that should of been done on the 14th when I turned the truck in. We filed the complaint she told me that I would have to wait 3 business day for someone to get ahold of me, I have not had one call back from anyone I've had to do all the calls no one from u haul has called me they also told me that the truck was being fixed when I asked her what that ment she said she did not know. They are not accountable to anyone for those trucks and sure hope they don't end up killing people.Desired Settlement: For someone to call me back I would like some if not all my money plus gas at this time

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed their concerns. He followed up with a letter offering his apology for the performance of the U-Haul equipment during their rental. He mentioned that they were upgraded from a 17' truck to a 24' truck at no additional charge. Mr. [redacted] is offering two options as an adjustment on their rental to help offset the inconvenience they experienced. He can send them a refund for $100 or a VIP Certificate for $150. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer and is valid for two years.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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I feel that they were the ones needing that truck to get to [redacted] ,that we were doing them a favor,if we would of kept the 17' we would of spent less in fuel and not only that they are sending out trucks that are bad,trucks that could possibly kill someone.when we talked to [redacted] yesterday he only offered us a 100 in cash and 50.00 VIP they.They said that that truck needed service that's why they gave us that truck they needed to get it to [redacted]!!!!!Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mrs. [redacted] relayed. He informed our office he sent them a letter with the two proposed options and requested they contact him back in order for him to process the resolution.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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Review: This u-haul company charge my debit card for fraud, unauthorized charges. I rented a truck on 8/1/13 and returned it the same day. I spoke with someone 3 days later because I notice a charge of $42 still pending on by debit card. She told me that the rental was fine and rental was check-in on 8/2/13 that morning when they came in. On 8/30/13 I recieved notice from my debit account that U-haul tried to take $944 out of my account and since I didn't have it they held 2 separate charges for $42.36 and $497.16. I called customer at the bank and u-haul. U-haul advised that someone reversed the system making it look like I returned the vehicle on 8/16/13 after they already checked it in on 8/2/13. The rep filed a complaint but no offices were open to speak with. I have went to the General Manager whom authorized these charges and he admitted guilt but tried to give me the run around. I finally got him to write a letter to send to the bank to cancel the charges but I am still having an issue with getting the funds back because they have a hold on the charges because the manager tried to reverse it in the store and when that didn't work he wrote the cancel letter to fax. This has been a nightmare and I need my money.Desired Settlement: I want them to contact their merchant bank to stop all holds and charges so that my money can return back to the debit account asap.

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of U-Haul Moving and Storage of [redacted]. in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $497.16, which is the amount charged for the Promissory Note.

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 was completed after I advised I filed complaint. Dealing with this company and the huge mistake was a nightmare and cost me penalties with other companies due to their fraudulent and careless actions. I will never do business with them again. I hope that there is a corrective action or manager change at this location.

Review: On 22 Aug 13 I rented a trailer from North Little Rock, AR to Fayetteville, AR and paid the $99.82 charge. When I dropped the trailer off in Fayetteville I noticed that the return receipt had another customer's name on it (Glen Miller). I spoke to the clerk and he said that the folks in North Little Rock must have put the wrong trailer in the system and that he would fix it. A week or so later I get e-mailed a paid receipt from Atlanta that says my credit card will be charged $283.55 for a trailer rental from North Little Rock to Atlanta. I immediately call U-Haul and explain the situation--basically that I did not rent a trailer from AR to GA. At that point the customer service rep had the audacity to tell me that I signed the contract. Yes--I signed the contract from North Little Rock to Fayetteville--that for some reason they put my credit info on a trailer rental from AR to GA is not my fault. She said she would fix it but it would need to be approved by the "President of U-Haul." (Really?? The president of U-Haul! This seems to be a fairly basic transaction correction). I finally received a reference number ([redacted]) and assumed that the issue was resolved. A day later I get a pending charge on my credit card for $283.50. I once again call U-Haul and start getting a run-around. So I call the location in North Little Rock where I picked up the trailer and their GM, Stephen, tells me he will fix it. A couple of days later the charge on my credit card goes final. I once again call U-Haul and I get a runaround. Apparently the person who can handle this (Tanya at ###-###-####) has a phone that doesn't work because I keep getting the Oklahoma office and they tell me that they can't contact her because her phone lines are down (today is the third day). I did get through to her office one day and was told that she just left even though she had said she would call me. Today I called and was put through to her voicemail and she has not returned my calls. So far, this error by U-Haul has cost me several hours on the telephone and probably 15 plus phone calls. The thing I find most disturbing is that they tried to blame me for their error. It was a simple mistake on their part they let get out of control. I finally filed a charge dispute with my credit card company--which I told U-Haul I would do, but it should not have come to this. I have rented trailers fairly regularly over the past 30 plus years (at least once every 1-2 years) from U-Haul and never have experienced this poor customer service.Desired Settlement: A refund of the charge on my credit card for someone else's rental is a given--and I am tackling that through my credit card company as well. As a minimum, U-Haul owes me a written apology for the way I have been treated the past week and the number of phone calls I have had to make and the run around I have gotten. This, by far, is the worst customer service I have experienced in my adult life (I am 52 years old).

Business

Response:

September 15, 2013

Revdex.com ID#:

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of AR, followed up on the information Mr. [redacted] provided and advised our office a refund for $283.55 has been issued back to his [redacted] account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their resolution is the only right answer and should have been their first reaction--not 15 phone calls from me and then finally a Revdex.com complaint for them to do the right thing.

I have received the refund. It is frustrating that they were so non-responsive to me. I truly have never been treated so poorly by a reputable company like U-Haul. They definitely need to take a look at how they treat customers.

Regards,

Review: This complaint concerns confirmed order #[redacted].

the reservation was made online and "confirmed order" e-mail received containing language: "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment". My estimate of the total cost of the rental is about $900. A week prior to the rental start date I received this e-mail:

"sent email from first class

Good Afternoon, I am contacting you to inform you of what we will have available to help accommodate your move.

The rate for our trucks will be $ 2825.00 this rate will includes 12 days and 300 miles

The rate for our Covered Trailers will be $1412.00. This rate includes 12 days.

If you have any questions or concerns you may contact me @ ###-###-####. Thank you kindly

[redacted]"

(note: without any official looking banner and poor punctuation and grammar I assumed this was a fake e-mail and did not respond).

I then received a phone call from this number laying out the new deal.

I spoke with a central reservations rep, who was frankly stunned and had never heard of such a price switch. she referred me to the regional office. I spoke with a rep there and then the assistant manager there and they repeated that they had no intention of honoring the original "CONFIRMED ORDER". Mysteriously and disturbingly they could A) locate equipment and B) provide service for the confirmed dates - but at roughly 5 times the total cost. Various explanations were forthcoming (eg mine was not a CONFIRMED ORDER but merely a request, the found equipment was 'better' compared with the local rental equipment which 'might break down if taken far', a discount of around $300 might be offered).

Needless to say I was extremely frustrated and arrived in Reno with no support. Through a great deal of effort and luck my group found a really nice local guy to rent us a truck, at a total cost of $1,250.Desired Settlement: First and foremost I require U-Haul to change the web pages on "confirmed orders" to include in BOLD type the verbiage "we'd like to have your business and we hope we can help you out, but we may completely blow you off or may simply increase the charge to you by up to 5 times". Using either the terms 'order' and 'confirmed' are EXTREMELY MISLEADING. Further on the 'cost estimate' page there needs to be additional bold type indicating same unilateral disclaimer.

My experience incurred an estimated additional cost to me of $350. I want that money back.

My very best regards to the Revdex.com, [redacted]

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good morning, We have received and thank you for your feedback regarding your recent U-Haul reservation #[redacted]. I have reviewed the details including the notes of your emails and conversations with the representatives From our office here in Sacramento who handled your transaction. U-Haul appreciates your candor and your attempts to do business with our organization. We apologize for the manner this was handled. this in no way properly reflects the goals or directives of our company. I have authorized a voucher for $150 that may be used towards a future U-Haul rental. This Voucher is good for up to 2 years and is fully transferrable. Please feel free to assign this to a friend or family member who may need our products or services in the future. U-Haul does appreciate your patronage, we hope we can serve you better the next time you allow us to serve 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this certificate for $150 partially satisfies my concerns. I would like to see the reservations website reworded to reflect the tentative status of so-called confirmed orders, but I am realistic enough to know that this is unlikely to happen. I do thank the Revdex.com for it's help and influence,

Sincerely,

Review: I rented a small truck from this business on Saturday, September 21, 2013, at 9:30 AM. I drove the truck locally, only 47 miles. I then put $25 gas (6.6 gallons) into the truck, before driving it two more blocks to the drop off point, which was unmanned at the time. At 3:30 PM I put the truck's key into the designated key drop.I received the final bill from the business via email. It reflected an $11 charge for fuel, and a $30 "fuel service charge" for allegedly returning the truck with less gas than when it departed.I called the business several times Monday morning, and left voice messages, but they would not return my calls or acknowledge my complaint at the overcharge.

Product_Or_Service: U-Haul Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a refund of my $41.00. The truck's paperwork overstated the fuel level in the truck. Also, the truck's gas tank is unsecured, meaning there's no lock on the gas cap, so anyone could have stolen fuel from it in the business's unsecured parking spot. I put more gas into the truck (6.6 gallons) than I used by driving a mere 47 miles, and it is grossly unfair that those 47 miles could have cost me $66.00 for gasoline ($25 + $11 + $30).

Business

Response:

September 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted] our Area Field Manager of our [redacted] regional office, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and advised him of a refund for the extra fuel expense. The refund for $41 was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: My account got charged more then it should have which had my account overdrawn, ending up paying 4 overdraft charges of 35$. I rented a uhaul truck on the 30th of August at 5:30 and I was charged 56 dollars, I returned the truck that late night and dropped the keys off, I put the gas where it should have been, and my account was charged another 79 dollars on the 3rd of September. that caused my account to be overdrawn 4 times $35 each. the bank would not reverse it because it was my fault, and I deserve a refund for those. I went to the store they did refund me the 79 dollars but not the overdraft fees.

I filed a first complaint already and [redacted], Executive Assistant sent me an email asking for bank statement, which I emailed, and never heard back from her.Desired Settlement: I just want those overdraft fees reimbursed to me.

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western FL regional office, contacted Ms. [redacted] by email and they were able to reach an amicable resolution. A refund for $70 has been issued for 50% of the overdraft fees since we could not confirm U-Haul was at fault for these fees.

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.

I will agree to the 50% payment because I know that's the best I am going to get. I will never do business with this company ever again. I will agree to resolve this issue once I receive the refund.

Thanks

Regards,

Review: On November 16 I went to U-Haul to rent a truck. I asked for a 14" truck and was convinced to get the 17" truck(By a nice older gentlemen I'd dealt with the previous week when I rented a truck). During the transaction, I was NEVER informed the 17" truck was reserved at a specific time by another party. Had I been told this initially, I would have went ahead and gotten the 14" truck. At 2:25 P.M I received a call from U-Haul stating the truck that I had was reserved and needed to be back at 2:30 P.M. This was absolutely impossible! I had a full load already on the truck that I was moving from [redacted] I took the truck back immediately after dropping off the load. It was then that I was told I'd be charged for an additional day. Needless to say I was so upset. I explained to the guys at U-Haul that I was not told the truck was reserved. These guys would not bend. They continued to argue back and forth with me. If the older guy who is the manager would have been there I know I could have talked reasonably with him. Had I known the truck was reserved I would have simply rented the smaller one. Lord knows I tried to reason with those guys. Wrong is wrong and U-haul dropped the ball on this one.

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded for the additional day I was charged.

Business

Response:

November 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted] our Executive Assistant for the [redacted]s regional office, followed up on the information Ms. [redacted]provided and sent her the following email:

Ms. [redacted] On behalf of the Manager, [redacted] and myself, I apologize for the inconvenience that you experienced. I have credited $43.95 back to the credit card that was on file. If you have any further questions, please contact me at ###-###-####. Sincerely, [redacted] Executive Assistant U-Haul Company 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: My family moved to a new home about 10 minutes away on Saturday 12/14/2013. My son reserved a 17 ft truck for 12 hours and we were told to pick up the truck at the U-haul located at [redacted]. [redacted] at 9am. We we arrived, we were told that our truck had not been returned by the customer who rented it and a customer service rep called the customer to see when they would return the truck. The customer told the rep he would have to call back because her husband was not at home. The customer service rep told us that he had a 10 ft truck that we could use but that we would need to return it by 1 pm that day because it was reserved for another customer. He apologized to us and told us that he would give us a cheaper rate for the mileage as well. I told him that we could atleast start moving our furniture and then I asked him will he call us when our 17ft truck comes in. He said he would and that he would just switch it out. I thanked him and we rented a dolly which costs $20 dollars. We got the truck around 9:30am and we were able to move half of our furniture and returned the truck by 1:10 PM. Our 17 ft truck was still not available and the rep said he would call us when it was ready. It was around 3:30 pm and we still had not received a call so we called uhaul and told them that we had not heard back from them and that we were concerned because they close at 4pm. We wanted to know if we would be charged an overnight fee because the truck still was not available, even though our rental was for 12 hours. We were told that we would have to pay another full fee because we turned in the 10 ft truck at 1pm and the 17ft truck would be a new agreement. My son spoke with the rep who took care of us and I spoke with him as well and they said this is their policy. I told him that we were not aware that they would charge us another fee, we had paid $78 for 12 hours of use and he responded that he thought that I knew it would be a new agreement. I told him that if we had known this, we would not have agreed to it and that we would have waited, we never got to use the dolly and were planning to use it when we switched out. My son said that he was not aware that we were creating another agreement and he was not able to get anywhere with the rep. The rep became indignant and I told him that we do not have additional funds to pay for another truck and that we thought we would get the whole 12 hours which we paid for. If the truck we got was a 17 footer like we requested we may have been able to move all of our furniture at one time. The rep should not have assumed that we were aware that we were making another agreement and had he communicated that to us we would have been in the position to make a better choice for what we needed to do. This rep was very unprofessional and I told him that I would be calling his manager in the morning, he told me to go ahead and that she will tell me the same thing. About 2 hours later, someone from the central office called to ask if we still needed the truck and I told her that we did but we did not have the money to rent another one. I told her our experience with the [redacted] rep and she said he should not have told me that he would switch out our truck. She did apoligize and she said that a field supervisor would be calling us within 48 hours. We never received a phone call and have not heard anything since. We would like to get a refund on the dolly that we were not able to use because we were told that we would have to have the truck back by 1pm.Desired Settlement: $20. 00 for the dolly that we were not able to use.

Business

Response:

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left them a message explaining she had issued a refund for $20 as requested.

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. Also, U-Haul please communicate to the rep who assisted us that we appreciate his trying to resolve our issue and that even in his frustration, his professionalism and communication will keep customers coming back just for the service alone, even if the product is not available. In the a world where world class service is rare, customers can be very gracious even if the transaction doesn't transpire the way they expect it to.

Regards,

Review: While waiting to rent my truck which I had a reservation for I read there $50.00 back sign. I pondered it over after leaving with my truck about meeting the requirements which I did. I called Uhaul 800 number twice and was told I would get my $50 within a few days. Which never happened. I called again today March 20, 2014 and was told it was denied because I didn't meet the requirements which I clearly did. My reservation was for 5 pm and I waited till 5:22 pm to get the truck due to other customers ahead of me. I also inquired about it when returning the truck and the female told me we are short staffed. Well to me that has no bearing on a promise they post. Also noting on the contract this was for a 24 hour period so returning the truck at 5 pm the following day as stated on the contract is not 24 hours from getting the truck at 5:22 pm. The prior time on Feb 28, 2014 and March 12, 2014 calling the 800 number for Uhaul I was told twice I would get that check within a week and pretty much promised I would get it.

Product_Or_Service: Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Honor the 800 representatives word upon stating that the $50 check would be mailed out which never was.

Business

Response:

March 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

It has previously been explained to Mr. [redacted] that his situation does not warrant a refund for the $50 Reservation Guarantee Fee. We realize he may have been inconvenienced for having to wait in line when he arrived at our U-Haul location to rent the truck he had reserved for 5:00 PM, however, he was dispatched at 5:22 PM. Please be advised a refund will not be issued.

As we value Mr. [redacted] as a customer, we sent him a $20 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

Business

Response:

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

In an effort to bring closure, Judy Soper, our Executive Assistant for our West Texas regional office, issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee in the interest of customer good faith.

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:

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

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

Regards,