J.R.J. Tara Corporation

Review: Bought 12 wardrobe boxes @$12.95 ea from my closest uhaul dealer listed on uhaul's web site. Tried to return them unused to a uhaul dealer in [redacted] and they refused them saying that they had to have been purchased from a "company owned store". That policy is not shown anywhere on their site. It just says "100% guaranteed buy back of any unused boxes".Desired Settlement: Just do what you advertise. Buy back my boxes.

Business

Response:

October 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our [redacted] regional office, followed up on the informaiton Mr[redacted] provided. He informed our office he advised our U-Haul Center GM to issue a refund to Mr[redacted] for the 6 boxes that were unused and in good condition.

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: Rented a truck for $84.70. The gasoline meter was a little over one-fourth of a tank. The truck was returned the next morning a little under a quarter of a tank. I was overcharged too much for one fourth of a tank for gas.total charges came to be $190.07Desired Settlement: $65.00

Business

Response:

April 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. She informed our office the fuel level at time of rental was at 5/16 of a tank and returned at 1/16. Per the contract Ms. [redacted] signed, she agreed to be charged $4 a gallon plus a $30 Service Fee if the truck was not brought back with the same amount of fuel as when rented. Therefore, she was charged $38.80 for fuel and a $30 Service Fee.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered U-Haul U-Boxes for a cross country move. I have been unable to get customer service at U-Haul to assist me. I am directed to U-Box customer service. I have been having to consistently follow up with shipping requests, billing requests, and delivery requests because any communication I have with customer service is not recorded on their system. I then receive follow up emails from U-haul dated in May 2014 but sent in June 2014. My current issue is my storage boxes are sitting in [redacted], since May 29th. They cannot tell me when they will arrive in [redacted]. I am required to complete a Gypsy Moth form, which I have done online 4 times and emailed a hard copy. I am still told they do not have it. They are delaying the shipping, therefore they are going to go past my 30 day included storage and cause me to be billed more.Desired Settlement: I do not believe that I should pay rent for the UBoxes because they have been sitting in the [redacted] warehouse due to their own lack of customer service / management. The amount of rent per month, is $524.75. I also believe that my requested delivery date of July 2nd, should be honored.

Business

Response:

June 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her that her U-Box was scheduled to be delivered on June 28th. She also relayed that a refund for $524.75 will be issued due to the inconvenience Ms. [redacted] experienced.

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

Sincerely,

Executive Assistant

U-Haul International

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.

Review: I was charged for boxes that I didn't want or use. I call them two different times to get resolved . I was told they would call me and guess what no phone to me.

Product_Or_Service: [redacted]

Order_Number: #[redacted],contract #Desired Settlement: DesiredSettlementID: Refund

overcharged for boxes of 155.08, and other charged of 17.27 they couldn't tell what it was for.charged to my card on 05/30/14

Business

Response:

June 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] and [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued him a refund for $155.08 for the sales items he did not need. She left him a message requesting a return call to obtain additional information for the extra fee of $17.27.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered a 17 foot truck over a week and a half ago and now I was notified less than 20 hours before pick up that they only have a fourteen foot truck available. They lack the where with all when it comes to providing what the customer orders well in advance.Desired Settlement: Getting what I did not pay for should be greatly reduced price!

Business

Response:

November 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Dear Mr. [redacted], Our office received your objection from the Revdex.com regarding your recent rental from our company. Please accept our apology that we were unable to fill your reservation with the size of equipment you requested. It is unfortunate that a previous customer did not return equipment as scheduled, but that was out of our control and we did our best to find the best equipment available to meet your needs. I issued our $50 Reservation Guarantee to the credit card that was used when making the reservation and we sincerely apologize for any inconvenience this has caused. In addition, I have issued a $40 VIP coupon that you can use for propane, storage, boxes, etc at any of our U-Haul moving locations. You should receive emails reflecting the credit issued and the VIP coupon. Thank you for giving us the opportunity to review and address your concerns. Sincerely, [redacted] Executive Assistant

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 not received the 50.00 dollar refund and the gift certificate would not work online as they told me it would.

Regards,

Business

Response:

November 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he left a message for Mr. [redacted] requesting a call back in order to address his concerns. He relayed the VIP Certificate is still valid. He hopes to hear back from Mr. [redacted] soon.

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: My truck was to travel from ** back to ** and I rented a 5x8 trailor from Uhaul. I explained to the manager and "hitch professional" person that I was going to travel 1600 miles back to [redacted]. The sales person; [redacted] being a "hitch professional" as it states on his business card, neglected to inspect my vehicle because he was more interested in my [redacted] and asking ** out that NO inspection was made of my bumper and he just attached the trailor. Had he simply looked over my bumper, he would have immediately insisted that I have a hitch installed because my bumper was rotted through. I was traveling in ** and after stopping at a rest area (I am traveling with 2 dogs and 2 cats also) I noticed the bumper and was horrified. It was hanging on by just the chains. The bumper was rotted and the trailor ripped the bumper off. I had to travel 6 more miles to get to an exit and by the Grace of God it didn't fall off completely on the interstate which was marked 65 and people were going 70 plus. It could have been fatal. So again, by the Grace of God, there were 2 **n mowing the ** Armory and they got ** to the side of the road and got the trailor in a safe area. The entire phone call was recorded and you can request it by calling 800-528-0355 and reference[redacted]. These wonderful innocent bystanders stayed with ** for over an hour because I was falling apart. I had just enough money to get ** to [redacted], deposit on an apart**nt and food and gas money to find a job. I lost all of that due to repairs, hotel stay and 17 hours of travel ti**. I arrived in [redacted] with only $19.00, lost my apart**nt and I am virtually ho**less. I am staying in a lady's base**nt that was kind enough to help **. My claim # with RepWest (their insurance company) is[redacted] and their number is 800-528-7134. My reps name in [redacted]. Not that that will help you. He NEVER returns my calls or emails. Anyway, whatever the Revdex.com can do to help is certainly appreaciate. I am in a living hell right now and desperately need your assistance.Desired Settlement: I would like the refund of the $500.00 it cost me in repairs and hotel bill and the emotional toll its taken, there really is no dollar figure to place on that. This incident happened on June 14th and I have only talked to them 2 times with ZERO results. I'd like to be reimbursed with $750.00. Thats all!

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company to obtain their findings on their investigation of Ms. [redacted]’s claim. Mr. [redacted] provided us with the following:

We received notice of this loss on June 14, 2013 and began our investigation. We contacted our customer who advised she rented a trailer for the purpose of moving from [redacted] to [redacted].

Ms. [redacted] was towing a U-Haul trailer with a Chevrolet pickup which was equipped with a factory bumper /hitch. The trailer was properly attached to the vehicle and the customer indicated as she reached [redacted] she noticed her bumper pulling away from her vehicle. Further inspection revealed that although the bumper appeared fine from the exterior, in fact that portion behind and under the bumper was suffering from extensive rust, and needed replaced prior to this loss.

The customer is responsible to insure their vehicle has been properly maintained and in good working condition. When the combination left U-Haul at the time of rental, there were no indications that the bumper was unstable or not fit for use. As such we advised Ms. [redacted] that we were denying her claim for damages on behalf of U-Haul.

Should you have any further questions regarding the claim, please contact me at (800)-528-3066, extension 664375.

Sincerely,

Regional Manager

Pennsylvania Field Claims Office

Repwest Insurance Co.

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.

[Provide details of why you are not satisfied with this resolution.]When a person drives a vehicle in to attach a trailer, especially for the purpose of extended travel, I would think it would be the responsibility of the employee, in this case, a hitch professional, to inspect and ensure the trailer was safe for such a trip. Had he simply looked under the vehicle he would have seen the rust damage and insist on a hitch. This never happened because my vehicle was never inspected. Like I said in my earlier email, this individual employee was more interested in making a date with me and looking at my chest than making sure my vehicle was safe.Thanking you in advance.

Regards,

Business

Response:

July 22, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

As Mr. [redacted] of RepWest relayed, Ms. [redacted] is responsible to insure her vehicle has been properly maintained and in good working condition.

If she still wishes to pursue damages, she needs to contact her adjuster with RepWest Insurance Company.

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: 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: Authorized $1269.00 payment for ubox rental and shipping on Thurs 9/12...payment was processed 9/13. As far as I know, nothing has been shipped. I was told it could take up to 10 business days for our items to arrive from [redacted] which I understand. HOWEVER, no one is returning my calls in regards to whether the shipment has even been picked up. Called customer care several times...they say they cant track it. Signed in on ubox.com and it states "at the warehouse." Yesterday at 7:00 AM someone in customer care sent a message to the ** location to get info on the courier and they were supposedly told to give me a call back...I've heard nothing!! I have a simple question...just want to know if the boxes have been picked up. SIMPLE! Payment was made a week ago...I just want to know if any services have been provided since then! No one has communicated anything to us!! JUST LET ME KNOW IF ITS IN TRANSIT...HAS ANY PROGRESS BEEN MADE??? GEEZ!Desired Settlement: Communication and delivery...that's all!

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted] whose name is on the actual U-Haul agreement.

[redacted] our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted]n provided. He informed our office he has been speaking with Mr. [redacted] and informed him that delivery date as quoted on contract is 10 days from moving date. Mr. [redacted] relayed that no action will be taken if boxes are delivered before September 27th.

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

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.

Review: I packed 4 "U-Box" packing boxes of items in Brooklyn NY to move to my new home in Narrowsburg NY at the end of June 2013.

The idea behind these boxes is to move and store items until the client is able to unload them at the other end (in my case, once construction was completed).

These boxes are advertised as having a tough vinyl covering and heavy duty plastic top so as to withstand the elements. There is information here http://www.uhaul.com/Ubox/

At the beginning of september I was abler to get a few items of furniture out of the boxes and so I made an appointment to go and retrieve a few things.

When I arrived at the local Uhaul facility In Bethel NY, I was very surprised to see that my 4 boxes were in fact stored outside without the advertised heavy duty covers, and instead they had been covered with a single porpoise tarpaulin that had been screwed into the woodwork of the boxes for protection. On opening the boxes, I discovered several leaks that had resulted in several very valuable items essentiality sitting in damp moving blankets and developing terrible mold. I cleaned off what I could find as best as possible and rewrapped the items in dry blankets. I took photographs and immediately lodged a complaint. I also met with area manager William Clark later that week at the facility who also took pictures. The boxes were subsequently moved to a barn at the facility so no further rainwater could enter the boxes.It is important to note this at this point, because it proves that by this time in early september and from here on out in the duration of the storage, the boxes were kept dry (as they should have been all along). So any damage that had been done occurred prior to this move.

I was told by the local manager [redacted] (cannot remember last name) that he had asked more senior management several times for the correct heavy duty vinyl coverings for the boxes but this request had been refused every time. In fact he told me that they only ever use these coverings when they are moving the boxes i.e. when they can be seen in public.What happens out of the public eye does not matter. The complaint was lodged with Uhaul's insurance, rep west and I was given the insurance claim # [redacted].

I decided it would be best to keep the complaint open until I was able to unpack the rest of the boxes once construction was complete and I had the space for the items. The items were eventually delivered in late in October and I discovered that the mold had in fact caused a significant amount more damage as well as several items had been really badly damaged in transit. I then submitted a claim to rep west for $27,369.02 of damage. This they managed to get down to an eventual settlement of $8,370 by paying for some repairs instead of outright replacememts and taking into account depreciation...standard practice for insurances, and I have been able to get certain items repaired, although at great personal effort and time taken. several items are however, completely irreplaceable.

Part of my claim to rep west was for the actual fees paid to haul for the incredibly inept service. I paid $4919.02 in total to Uhaul to move and store the boxes. That means that after what I paid to Uhaul I am left with $3450.98. I have spent $3000 on repairing a pair of rare vintage hi fi speakers that were damaged by mold, not to mention driving said speakers 100 miles to nearest repair shop and having to pick them up. I also spent $1710 repairing several broken items, which leaves me out of pocket $1259.02 and this does not even begin to cover several of the other items that were damaged, many of which were rare vinyl lp's that are essentially irreplaceable.

Uhaul on the other hand have taken their full fee and have made the full profit on this job. I have made several entreaties to different levels of management and I feel like they are doing their best to put me off until I give up. I think their actions are shameful in the extreme and I will not stop until I am satisfied by a full refund. Please let me know how you think I can proceed.Desired Settlement: Full refund $4919.02

Business

Response:

January 14, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] as did other U-Haul representatives on different occasions. Mr. [redacted] was advised he settled his claim with RepWest Insurance Company for his damaged items. Damage did not occur from the shipping of his items, therefore shipping fees will not be refunded.

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.

Because the items WERE damaged during shipping, and they were damaged further while stored incorrectly by Uhaul with insufficient protection from the elements. How else do they think the items were damaged? It absolutely boggles my mind that reputable company such as haul can defend themselves and the profit they made on my job while they damaged so much of my stuff. THEY DID NOT FULFILL THEIR SIDE OF THE CONTRACT at all, it is completely unacceptable. Ifv the items had been shipped and stored properly there would be no complaint. On one hand Uhaul are telling me that the refund would be part of my claim with rep west (100% not the case) but when I ask them for a refund they say no we can't do it because we did everything right! They did not! they damaged my stuff! I am out of pocket a LOT of money andf the way they are treating me is shameful. Please help me, I have gotten this response from uhaul several times already, I wass hoping that you guys might have a bit more influence. They should not be allowed to treat customers this way, it is outrageous.

Regards,

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, reviewed the information Mr. [redacted] provided. She informed our office Mr. [redacted] had been advised he settled his claim with RepWest Insurance Company for the damage to his items. Our decision in the matter remains the same. No further refunds or adjustments will be issued.

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 think I have provided all the details that I am able to provide at this point but I am 100% NOT satisfied with this response which amounts to nothing more than a palm off from Uhaul. Bottom line is I paid them to move and store my items, they were damaged EXTENSIVELY during the time they had them due to improper storage conditions and not being stored under the correct covers or inside as advertised. (from u box site "Storage:U-Box pods offer both on-site and secure warehouse storage options for your short and long term needs.") They were neither secure nor in a warehouse!!!

They have made huge amount of money on my move, and I am massively out of pocket and have suffered considerably at their hands. I will not be satisfied until I get a refund.

Regards,

Review: I began having major issues with u haul since 9/27/14. 1). truck that was reserved was not available at the store that I reserved it from 2)I was told I had to upgrade my storage unit because the storage that I originally reserved, "had no Door" 3)as a result I was given a month free along with the original deal of 1 free month. 4)My 1st payment due 11/27, but started get bills on 10/21. 5) spoke store mgr to fix issue 10/21, 6) by 10/29 is was not resolved. 7)spoke with 13 different reps as a result of being transferred around starting at 8:38 until 10:31. In this time frame, I spoke to [redacted], [redacted] (store manager states "i cant waive a fee until its due), [redacted] 3Xs (bad attitude, along with several other rude, unconcerned and powerless reps. I asked for copies of conversation 6 times.However, now one took my information to send a copy. I was blind trfd several times, disconnected, and left on hold 20 mins, and then told to call back tomorrow, to speak with executive assistant [redacted] because she wasnt there. I was first told that she was there, but could not come to the phone.

Product_Or_Service: Uhaul StorageDesired Settlement: DesiredSettlementID: Other (requires explanation)

Additional free months of storage rent, and an apology letter.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and informed her the VIP Certificate had been issued to cover the 2nd month of storage and her next due date was November 27, 2014. Ms. Locket stated she was not able to pick up her equipment at the confirmed location and was sent to an alternate location. Ms. [redacted] also issued a refund for the $50 Reservation Guarantee Fee.

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,

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

Review: Unprofessional business practices. My husband reserved a uhaul truck on 12/4/13 and gave his debt card number given to [redacted]. On 12/6/13, [redacted] calls and asks for debt card number because she does not have it. [redacted] was very pushy and was more interested in getting debt card number than the possibility that my bank account could have been hacked. I had to call my bank and was advised to cancel the debt card. I was on a 3 day vacation trip for my birthday, now with no debt card. I then called [redacted] at the uhaul national office, who found my reservation with the, now canceled, debt card number. [redacted] told me we did not have to pay the $75.00 insurance and I paid for the truck rental. On 12/15/13 by 3:30pm no one had called my daughter to confirm reservation or give her the truck pick up location. I called the national office, again, and got all the info. On 12/16/13 my daughter picked up the uhaul with 1/4 tan of gas. The pick up was unorganized and [redacted] said "this is not the truck I left for you last night". [redacted] would not let my daughter pick up the truck without paying the $75.00 insurance. When starting the truck up the "check engine light" came on. My daughter drove to the next uhaul rental and [redacted] turned off the "check engine light". But told her it might come back on and to call him if need be. My daughter was making a 800+ mile trip with a 4 month old baby. The truck used $100.00 more in gas then stated amount. I called the national office and complained about the whole rental. Ashley refunded the $75.00 insurance. [redacted] called spoke to my daughter and he refunded the $100.00 extra gas the truck used. No has addressed the inconvenience this whole rental caused in stress and worry. Not that it matters to uhaul but my 3 day birthday vacation trip was ruined because of their unprofessional business practices.Desired Settlement: I would like to receive at least 1/2 of the truck retail as a refund.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and discussed their concerns. He advised Mrs. [redacted] of a refund for $300 as an adjustment on their rental. They should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

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: U-Haul made an already stressful situation even worse when I ordered a U-Box pod that was supposed to, "Save time, save money, and have peace of mind while moving." All I got were empty promises and another example of a careless corporation doing what they do best - not care. It has now been 18 days since we've last seen our life belongings. It's been so long that our newborn baby and toddler are already out-growing the clothes we were able to bring. I'm hoping tomorrow we'll finally get that call we've been waiting for and I'll never have to deal with U-Haul for rest of my life!

I placed an order on August 20 for a U-Haul U-Box to be delivered to my house on August 27. The day before my wife was expecting it to arrive, she called to confirm it would arrive as ordered. She spoke with a U-Haul representative from the call center who told her he'd send an email reminding the appropriate location to give her a call when they will be delivering the box. On delivery day, she waited and waited; by noon, still no box. On top of that, she and our 4 kids have a flight to catch in 2 days. First thing the next morning, I'm on the horn trying to call someone in corporate while my wife is trying to get a hold of a manager at the U-Haul warehouse where the U-Box was supposed to come from. My wife was given the cell phone number for [redacted], whom she called and left a message. An [redacted] calls her around noon to tell her he'll be bringing the box by in about 20-30 minutes. To her relief, it did actually come, a day late. When she gave him the Gypsy Moth checklist as required by the state, Mr. [redacted] was surprised that she actually knew what it was and had it ready for him. Mr. [redacted] collects a $204 deposit and promises a refund for their lateness with the box. My wife packs the entire house in the box with the daylight hours she has left and locks it up. Mr. [redacted] calls in the evening to let her know he'll be refunding half of our deposit. Around 8pm, [redacted] finally gets around to returning her call. While at the airport the next morning, my wife leaves a message for Mr. [redacted] as instructed to let him know the box is ready for pickup as required. He calls back later in the day to let her know he's picked it up and it's sitting at their location. The day after her flight, Mr. [redacted] calls to collect the balance of $910 so that our box is entered into the shipping schedule. We thought the worst was behind us since we were all paid up and the box was packed, locked, and ready for shipping.

Since we already started off with a bad experience, we again called several days before our expected delivery date, which was supposed to be September 10. Per that representative, that darn Gypsy Moth checklist was not on file for some reason or another. My wife was told again an email would be sent, someone would contact her. She gave good ol' [redacted] a call just to let him know that she still had not received a call letting her know the box was on its way and about the whole Gypsy Moth thing. The day our box was supposed to arrive, my wife once again tries to reach someone higher up in the chain that could possibly get things going. She is transferred to a guy in marketing for U-Box who states he's uploading the Gypsy Moth document now and will call her by noon tomorrow to let her know when the box is shipped and also promises a small refund. To no surprise, no phone call by noon the next day. [redacted] is the next guy somewhere higher up in the chain and states a refund can't be issued until the box is received. Who knows if we'll ever get our box and get any of the $1,000 or so back that we've already paid? Too bad no one at U-Haul really cares what we're going through and how their mistakes and inaction have affected our lives and cost us money. I know we are not the first people to have a negative experience with UHaul, so we decided to share our story with the public, the companies shareholders and parent companies.

[redacted]Desired Settlement: I would love to receive a refund for the terms of the contract not being met and for the cost incurred due to the terms not being met.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He advised Ms. [redacted] he had issued a refund check for $300 as an adjustment on their rental. They should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On June 4,2013 I booked a 6x12 Uhaul Trailer to be picked up on June 28,2013 in the [redacted] area. On Thursday June 27,2013 at 5:30pm I was called and told that there were no 6x12 trailers in a 200 mile radius and they could not get me one. After numberous calls after that they called back at 6:30 pm and said they had found one in [redacted] and would not deliver it closer and if we wanted it we had to go pick it up in [redacted] from [redacted]. We had to drive just under 5 hours round trip and 240 miles round trip just to pick up the trailer. We also called and put in a complaint on June 27 after all this and were told we would hear from someone in 2-3 days and have yet to hear from anyone from Uhaul.Desired Settlement: I would like to either be refunded the amount paid for the trailer rental or compensated for the mileage, time and gas I had to use to drive 5 hours and 240 miles to pick up the trailer.

Business

Response:

July 10, 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 [redacted] followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and offered her apology for the inconvenience he experienced. She relayed that he had already received a $60 discount on his rental in addition to a refund for the $50 Reservation Guarantee Fee that was issued on July 3rd. The $50 credit should post on Mr. [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

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

Review: Roughly 2 weeks ago my wife and I reserved a 26 foot truck to be picked up for our move. Our reservation was to pick up a truck Friday evening May 30th. We were given a very affordable rate and it was a local move. Thursday May 29th the day before we were to pick up the truck we received a call saying UHaul did not have any 26 foot trucks and the only thing we could do is rent a 14 foot truck from another UHaul location 50 miles from our home. We were also told that the cost for the 14 foot truck would be more than our reservation we made on the 26 foot truck and that we would need to pay mileage. The cost differential including mileage and gas was well over $200. I attempted to call UHaul Corporate and Customer Service and in fact was disconnected or on hold for over an hour on Friday May 31st. After finally speaking to a representative via UHaul's online chat I was told the phone systems were having problems but that since my issue was complex I would need to call and could not be resolved via chat. Since we were in need of a 26 foot truck that evening we ended up having to rent a truck from a competitor at a cost of $250. This is the worst customer service experience I have had and the first [redacted] complaint I have ever filed.Desired Settlement: I would like UHaul to pay the cost we incurred as a result of UHaul's failure to honor our reservation ($250). I made a good faith effort to resolve the issue on Friday but UHaul's customer service fell short in addition to their failure to honor a reservation made in advance.

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and offered his apology for the inconvenience they experienced because we were not able to provide them with a truck for their move. Mr. [redacted] assured them this was not normal practice and advised her of a refund for the $50 Reservation Guarantee Fee. He also asked her to call him in the future for any future assistance.

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 used Uhaul Ubox services to move my belongings from [redacted] to my new home in [redacted], **. My things were packed into the box and picked up on July 30, 2013. I was told the box would ship the next day, and would arrive in [redacted] within 10 days. Ten days later, I called to get an update. They told me that my things were still in [redacted], and had never shipped. I was told at this point that I was supposed to fill out a form, that would allow my box to ship into the state of [redacted]. This was the first time any employee of Uhaul had mentioned this form to me. After many phone calls, I was able to get someone to send me the form and I sent it back that same day. He told me he was going to take care of the issue and make sure my box was expedited to [redacted]. He never called me back to give me an update. I called his direct line several times the next week and was not able to get a hold of him. I was then transferred around through the customer service department for many days without anyone able to give me the status of my shipment. I finally was able to get in contact with a manager in the department on the 14th of August. She assured me that she would handle the situation and make sure that my box was sent to [redacted] right away. She also offered to refund half of my shipping costs, which she said would take 4 to 5 days to process. She promised to be in contact with me as soon as the box shipped to give me an estimated date of arrival. She never called back. I then tried to reach her on the phone many times, leaving messages and trying to get her to call me back. Finally after about 4 days of leaving messages for her, I was able to get her on the phone. At this point it had been over a week since she had promised the refund. No refund was credited to my card. She told me that someone had messed up and the refund was never processed. She also did not have any information about where my shipment was or when it was supposed to arrive in [redacted]. Another week went by with no information and once again I was unable to reach anyone by phone. I finally was able to contact the manager again on the 27th of August and she told me that my box should be in [redacted] already. She gave me a phone number for the location that was supposed to be receiving my box. When I called that location, they had no information about my things. I called the manager in [redacted] again to tell her this, and she argued with me, saying that they should have my box. She then told me she would handle it and never returned my calls again that day. On the 28th I got a phone call from the location in [redacted] saying that they had received my box. I asked them to deliver it to my home that day. The manager in [redacted] promised to deliver to my home free of charge. The man in [redacted] told me he had no knowledge of free delivery and told me it would cost me an additional $150. No one returned my calls again that day. On the 29th the man in the [redacted] location called me and told me he had cleared it up with the manager in [redacted] and said he would deliver it that day. So I finally received my belongings on the 29th of August, a full month after they picked it up in [redacted]. They failed to complete the services that they promised me every step of the way. There was never a good source of communication even amongst the people who were supposed to be managers. I was treated poorly and argued with every time I tried to get answers from someone.Desired Settlement: I would like to receive a refund for the remainder of what I paid to Uhaul. I don't believe that I received the service that I paid for.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of South [redacted], followed up on the information Ms. [redacted] provided. He informed our office he has not been able to reach Ms. [redacted], however, he relayed that he issued her a refund for ½ of the U-Box cost and also instructed our delivery location not to charge Ms. [redacted] the delivery fee.

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