J.R.J. Tara Corporation

Review: I reserved a specific storage unit and spoke with several people at the facility verifying that the unit was ready and no issues. I made the reservation on July 14 and it is under the name [redacted]. When my son and the movers arrived on Sunday, the unit reserved was not available. Of course, what was available was a larger drive up unit or a second story climate control unit both of which were much more expensive than what was reserved. They refused to do anything to accommodate and basically told us take it or leave it. It was Sunday afternoon with movers who were being paid by the hour. They had us over a barrel and they knew it. We had no choice but to take the larger drive up unit at a cost more than 40% more than the original unit reserved. This is a bait and switch if I have ever heard of one. On Monday morning, 7/29/13, I emailed the Assistant GM of the location. To date I have had no response from him or anyone at U-Haul. I spoke to a customer service rep this morning who was not helpful and refused to transfer me to anyone else and refused to read back the notes he put in the file so that I could be sure all information was correct before forwarding on. This is unacceptable customer service and I want resolution from U-Haul and perhaps this complaint will get their attention.Desired Settlement: I would like the storage unit price of the larger unit given to me at the cost of the smaller one that was reserved and promised.

Business

Response:

August 1, 2013

Revdex.com ID#: 9643868

U-Haul Ref#: 447223

Thank you for your concern for our customer Ms. Oswald.

Mr. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her he would adjust her rate.

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' truck on July 26th. It was supposed to arrive on August 3rd, but it didn't.

I originally ordered a U Haul truck rental on July 26, 2013. My order number is [redacted].

I received a confirmation on July 26, 2013, that my 17' truck would be ready on Saturday, August 3rd, 2013.

I have the email and the screen capture from the uhaul.com that references that my truck would be ready on Saturday, August 3, 2013 at [redacted].

I checked in online through my email confirmation from U-Haul to their link to "Express Online Check-in." I was emailed a confirmation that I was checked in and the truck would be available.

I called Friday, August 2nd, many times to confirm that the truck would be ready. After approximately 10+ phone calls, I was told by "[redacted]," the Regional Manager, that the truck was not available and I would receive a call back before they closed at 8:00 p.m.

[redacted] did not call me back. So, I called at 7:50 p.m. [redacted] then told me that my truck was rescheduled for pick-up on Lindbergh in South County, Saint Louis, which was at least 60 miles away. [redacted] never called to tell me this. I had to call that morning to see if the truck was available.

I called the Lindbergh location, ###-###-####. They said they never heard of the order. I'm glad I didn't drive an hour and a half for that.

The next morning, "[redacted]" told me that she had rerouted my truck to "Accessories Unlimited" in Washington, MO, but this time it would be a 10' truck & trailer hooked to it. She didn't bother to call me. Again, I had to call to confirm.

I drove to Accessories Unlimited, who told me they never heard of the truck order.

I called [redacted] again. She said she "GUARANTEED" my truck would be ready on Saturday, August 17th, at Accessories Unlimited at 9 a.m. for $70 total.

I just called Accessories Unlimited at 5:20 p.m. They have no record of it.

I called U-Haul back on [redacted]'s line ###-###-####. "Robin" answered and said that she couldn't guarantee anything about a truck and "You can call the Revdex.com. That's fine."

Resolution:

I want my 17' truck on Saturday, August 17, 2013 for a total of $70 for a one-way pickup from Washington, MO, and drop-off at the University City, MO,location as I was promised.

I also want a written apology from U-Haul for 3 weeks of rearranging my life. I've paid for movers, rearranged movers, and have been living in an empty apartment since 8/3/2013 because I haven't been able to move my belongings as promised SEVERAL TIMES written & verbally by U-Haul and by [redacted], Regional Manager.

There were two 17' trucks available at the location, Accessories Unlimited, but the Associate told me I had to take the 26' truck because that is what was ordered for me, which I had an extremely difficult time finding parking on my narrow one-way street, which is why I originally ordered the 17' truck.

After that, the Associate told me that I had to pay $75 plus tax. Then, he said I had to pay an additional $14.99 plus tax for insurance. The total charged to my credit card was $101.85 ($5 environmental fee, $94 for truck, $7.85 rental tax. [redacted], Regional Manager, told me it was $70 TOTAL GUARANTEED for EVERYTHING, nothing more.

I don't like being lied to by companies, especially when my livelihood is at stake.Desired Settlement: I want a FULL REFUND ($101.85) and a written apology from U-Haul for 3 weeks of rearranging my life. I've paid for movers, rearranged movers, and have been living in an empty apartment since 8/3/2013 because I haven't been able to move my belongings as promised SEVERAL TIMES written & verbally by U-Haul and by [redacted], Regional Manager.

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of St. Louis, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a letter offering his apology for the difficulty he experienced with his U-Haul move. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location, which was the case with Mr. [redacted]’s reservation. Mr. [redacted] stated in his response to Mr. [redacted] that his rental was discounted from over $200 to just $75 for the inconvenience we caused. The additional fees were for the optional Safemove Protection and tax.

As we value Mr. [redacted] as a customer, Mr. [redacted] also 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. 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

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.

[After I was given extremely poor service, U-Haul gave me a $20 coupon to spend more money in their company? Why would I spend $20 on a new rental truck, when I've finally been able to move my things 3 weeks after the scheduled date. I'm not looking to use a rental truck for a very long time. Also, this is a slap in the face. Even if I do use the $20, would I have to wait another 3 weeks of rearranging my confirmed appointment and speaking with a slew of agents to finally use this coupon? It cost me a lot more than $20 to rearrange my "confirmed" appointment and to rearrange all my labor help availability and costs. It took me many, many calls each week to U-Haul to find out when and where they had switched my order. U-HAUL NEVER CONTACTED ME TO TELL ME THEY HAD SWITCHED MY TRUCK RENTAL LOCATION, MY TRUCK RENTAL SIZE, OR MY TRUCK RENTAL COST! In fact, I didn't know my truck was available until I showed up at the location, HOPING U-HAUL DIDN'T SWITCH MY ORDER AGAIN! U-HAUL NEVER FULFILLED MY ORDER CORRECTLY. I was given a HUGE truck that gave me way too much room and which technically wasn't allowed (due to size) down my one-way residential street. All while, the store had two 17' trucks on their lot that sat there all day, which they told me were already booked by another customer. Well, I had been a customer who had booked a 17' truck a month prior! Did these customers rent these trucks a month prior? It looks like these customers must have been imaginary because the 17' trucks stayed there all day, when I needed one and had ordered one a month prior! And, now U-Haul is lying by saying the equipment order was "over $200." That's funny. I have the original screen print that shows my order came to $139, which I'm attaching to this complaint. This is a GIANT slap in the face! I AM NOT SATISFIED! I STILL REQUIRE MY FULL REFUND.]

Regards,

Business

Response:

August 29, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of St. Louis, reviewed the information Mr. [redacted] provided. He informed our office his decision in the matter remains the same. No further adjustments will be made.

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.

After I was given extremely poor service, U-Haul gave me a $20 coupon to

spend more money in their company? Why would I spend $20 on a

new rental truck, when I've finally been able to move my things 3

weeks after the scheduled date. I'm not looking to use a rental

truck for a very long time. Also, this is a slap in the face.

Even if I do use the $20, would I have to wait another 3 weeks

of rearranging my confirmed appointment and speaking with a slew of

agents to finally use this coupon? It cost me a lot more than

$20 to rearrange my "confirmed" appointment and to

rearrange all my labor help availability and costs. It took me

many, many calls each week to U-Haul to find out when and where they

had switched my order. U-HAUL NEVER CONTACTED ME TO TELL ME

THEY HAD SWITCHED MY TRUCK RENTAL LOCATION, MY TRUCK RENTAL SIZE, OR

MY TRUCK RENTAL COST! In fact, I didn't know my truck was

available until I showed up at the location, HOPING U-HAUL DIDN'T

SWITCH MY ORDER AGAIN! U-HAUL NEVER FULFILLED MY ORDER

CORRECTLY. I was given a HUGE truck that gave me way too much

room and which technically wasn't allowed (due to size) down my

one-way residential street. All while, the store had two 17'

trucks on their lot that sat there all day, which they told me were

already booked by another customer. Well, I had been a customer

who had booked a 17' truck a month prior! Did these customers

rent these trucks a month prior? It looks like these customers

must have been imaginary because the 17' trucks stayed there all day,

when I needed one and had ordered one a month prior! And, now

U-Haul is lying by saying the equipment order was "over $200."

That's funny. I have the original screen print that shows

my order came to $139, which I'm attaching to this complaint. This

is a GIANT slap in the face! I STILL REQUIRE MY FULL REFUND.

Regards,

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

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: 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

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: I contacted Uhaul to reserve a truck 20' box truck for Saturday 9-28 with pick up in the am. I was given a confrimation number [redacted] confirming my order and pickup. Then I recieved a phone call saying the truck would not be available until 1 pm. 1 pm will not work for me and they will not honor thier guarantee:

"Reservation guarantee

When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50. "

They tell me I need to cancle my reservation if 1 pm will not work for me.Desired Settlement: I want them to own up to their guarantee and provide me a truck of equal or larger size to allow me to move.

Business

Response:

October 8, 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]y regional office, followed up on the information Mr. [redacted]provided. She sent him an email on September 30th offering her apology for the problems he had with his reservation and requested he call her to personally discuss his concerns. She provided her telephone number with the days and hours she can be reached, as well as provided her email address. As of today she has not received a response but hopes to hear back soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This is a review I wrote of Uhaul that I posted on [redacted]. Due to the nature of the length and time I spent writing this, I have been using this as a template for my complaint.

Uhaul is without a doubt the worst company I have ever had to deal with in my entire life. My boyfriend [redacted] and I used a U-Box to transport all of our belongings in a cross country move from [redacted]. We chose Uhaul because it was affordable and we thought they were reliable. Boy were we ever wrong. When our box was delivered to the [redacted] location on a Monday, they dropped the box taking it out of the semi, because "the weight shifted." Yeah, that's what happens when you transport all your belongings in a box across the country. So the box fell from the semi onto the concrete and the locked door completely fell off and our belongings spilled all over the concrete. Let's fast forward to Wednesday evening. We get into town and go to the Uhaul store to pick up our things at about 6 pm. When we tell them we are here to pick up a box that was delivered on Monday, the sales people look at each other nervously and then ask us if anyone had called us. Uh...no...no one called. They then explain that "something" happened during the unloading and our box had fallen out of the semi, the door broke open and our belongings, or what was left of them, were now in the back in two unlocked boxes. Are you kidding me?! It was quite clear that this situation was beyond the sales associates pay grade and I quickly realized that channeling my anger at them would do no good. To say we were irate doesn't even begin to describe how upset we were. The sales people brought us in back to show us the boxes. The one that was broken was wrapped with industrial saran wrap to hold the ajar door in place against the opening. The other box had a plastic cover on it that. The sales people said that they would give us a new box and we could take the things that were in the broken box and the extra box and put all that in a new box. This seems like a logical solution, but mind you it took 3 people 6 hours to pack this thing up back home in [redacted]. We had this box packed pretty tight seeing as it contained everything we owned. [redacted] said there is no way in hell we would be doing that. We didn't pay Uhaul so we could pack our stuff up twice. It was pretty dark by now and the sales people said we could go through the box to see what was broken. [redacted] said that we would not be doing that because we didn't want to be liable for anything else. (Thinking that Uhaul could spin this in their favor and say we broke things once we were in possession of the box and then try to blame them.) The sales people said that they could give us the cell phone number of the manager. As [redacted] was calling him, [redacted], I saw the name and cell phone number for the regional manager, [redacted], on the door. As Mr. [redacted] did not answer, we did get through to Mr. [redacted]. After some heated concern, Mr. [redacted] told [redacted] that he would hire a moving company to come to the facility the next morning, pack everything into a truck and bring it to us. We thought things might get better, as we did appreciate what we thought was this kind gesture. We left to go back to our empty apartment and sleep on the floor. The next morning, as expected, a Uhaul truck pulled up and two guys got out. They begin unloading the truck and they were super nice, I would recommend using them (A to Z moving). They were telling us what was broken as they brought it in. These guys were basically the only ones who acted like this was a big deal and showed any sort of empathy, saying they tried to make sure they had picked up everything that was on the concrete around the box. (?!) We thanked them after they unloaded everything and they went about their way. They pointed out the big things that were broken, but we uncovered many more broken items as we went. The other kicker in this is that things were blatantly missing! The first thing I realized was that I had packed a large, flat plastic storage container, probably 4 ft x 2 ft x 6 in, was completely gone. It contained a number of electronics such as a Wii, controllers, games, cords, etc. and these items (or at least some of them) were now in a cardboard Uhaul box. No explanation was offered. My dresser was cracked from top to bottom down the side, it was chipped in a couple areas and scratched all over. Our dining room table set had at least one broken chair, and we packed these items good. We took apart everything so it was pieces of wood that we laid flat (it was from [redacted] and had everything wrapped in the furniture pads to deter friction. There were two bookcases in a set of three that were cracked and chipped and were dilapidated as the sides had come apart and the back had fallen off. This really got me because these were part of a set that both my sister and I own that my father had made for us when we were born and I can't put a monetary value on them. Although I can buy new bookcases, I wouldn't have made it a point to pack them and tote them across country had I wanted to replace them. A number of dishes were broken, a DVD player, a floor lamp, the list could go on and on.The real disappointment was that a lot of what was damaged were items of sentimental value. A couple of original paintings in frames were ripped and bent, photo collages were broken with some of the photos or frames missing entirely. As we went through everything and surveyed the damage to both monetary and non monetary items, we decided that in addition to filing an insurance claim, we would want a full refund on the move itself which was $1263. I got on the phone with Uhaul customer service and filed a complaint and was told that someone would call us back tomorrow. The next morning, Mr. [redacted] called [redacted] and said that they would refund us half of our money, but would take out the price of the moving company, which was apparently $300. So that would leave us with just over $300 and if we took this offer, we also would not be able to file an insurance claim. [redacted] said absolutely not and we would be dealing with corporate directly from here on out. By this time I was on the phone with corporate to re-open our complaint and hopefully get through to someone who would listen to us. I was expecting to hear from somebody by today's end, but that isn't looking likely.

The box fell out of the semi on October 28th, we were informed of it on October 30th, our broken belongings were brought to us on the 31st,which is when I filed a complaint, I re-opened the complaint on the 1st, called again on he 6th to check on the status to find out it had once again been "resolved" and re-opened it. It is now the 6th and I have heard nothing from corporate and we do not have a refund on our credit card. We paid Uhaul because we trusted all of our belongings would get to our new place with out a hitch. They did not perform this. In fact they have actually made it worse because we had to replace all our furniture as we wait to hear from the insurance adjuster. I am replacing or repairing items out of my own pocket while we wait for the process to move forward because we just want to get settled. Our guest bedroom is full of broken items as we wait for the adjuster to come out and evaluate. We cannot put a price on most of the items that Uhaul carelessly destroyed or the number of hours I have spent on the phone being transferred from one person to the next and stress this entire experience has caused. We do think that Uhaul did not perform what they were supposed to do, not even close, and we expect a refund.

Uhaul took everything we own and dropped the vessel that contained these items. It's not like someone slipped and dropped one item. They handled our things as though it were trash with zero regard for anything it contained. I am beyond words with my anger for how careless a company can be. We were customers who trusted them and they destroyed that trust by not performing the job that we paid them to do. We originally went with Uhaul because it seemed the most cost effective for someone who doesn't make a lot of money. Had there been any doubt in my mind that Uhaul could not perform this task to a standard that we thought they held, we would have paid more for a better company. I have spent more money replacing and repairing all the items that Uhaul destroyed then I would have had I used a reliable moving company in the first place.

Uhaul made over 2.53 BILLION dollars in revenue in 2012, we are asking for our $1300 back and they have made this entire experience unpleasant beyond words. I will be continuing to fight for our money back until I get it, otherwise we will be taking them to small claims court. It doesn't seem like it should be that difficult to reverse a charge on a credit card and it shouldn't take this much time and be the run around that it has become. Shame on you Uhaul, for screwing people over and having no empathy. We will never use Uhaul again and neither will our friends and family. Before you think about using Uhaul, think about whether you can afford to replace the majority of your furniture out of pocket when you get to your new residence. Also, if you do have a problem, prepare to spend a lot of time talking to a lot of people who act like you don't matter and the fact that they screwed up is no big deal.Desired Settlement: $1263.66 refunded to our credit card they charged

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted] our President for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office they have been in contact with Ms. [redacted]and their goods were moved at no charge. His office is sending a claims agent to obtain an estimate on the damaged items. A decision will then be made to either repair or replace the items. Mr. [redacted] mentioned there will be no reimbursement for the shipping due to the fact their goods were shipped to their destination as contracted.

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: 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: 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've used U-Haul for years, whether its moving my home or when I'm opening new offices. This is the absolute last time. The staff could have cared less, and was absolutely lazy. When we showed up nothing was ready even though I had done the early registration online. I had to load the pads up myself, no one walked us around the vehicle and that is where my troubles began. Like every other 24 ft. truck I've rented this one was older and not in the best of shape. Its a moving truck, as long as it can get me from point A to point B that is all I can ask for, I thought. So we drive off to the pickup the load in Mt. Greenwood (Chicago). Load everything up in about 1.5 hours. Leave for Orland Park to drop everything off, about 20 minutes away. Unload everything in about 1.5 hours and head back to Alsip to drop off the truck. My crew consisted of myself, three friends, two Chicago police officers. We drop the truck off, only one person from the morning crew was still there, everyone else is new. Check in the truck everything is fine. Walking out to my car and out of nowhere a girl comes running out of the office covered in Tattoo's saying that damage wasn't there before. She knew exactly where the damage was, even though she wasn't out there until that moment, strange. So now were being told we are responsible for the damages!! I explain to them that the damage wasn't from us, this type of damage would have been caused by some sort of side impact. Supposedly the gas tank was leaking as well. Here is the kicker, you have to return the truck with the same amount of gas as when you picked it up, in our case half a tank. Well it was at about 5/8 when we picked the truck up and when we got back to the store we had finally hit half a tank, so we never even needed to get gas. So if there was a supposed leak, how did that work out, this whole thing is a scam. When we went back to get more info they wouldn't tell us anything. We did purchase the insurance, but supposedly that doesn't cover this type of damage. I would assume that by how lax they are, there was someone that missed this when the truck was returned before. Most likely the same girl was responsible for that oops, that is now trying to say we caused the damage. The whole thing is absolutely disgusting. U-Haul as a company should be embarrassed.

Product_Or_Service: Moving Truck Rental

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

No insurance claim, no accident and complete clearing from this. I was told insurance I purchased from them won't cover this as well, and that I'm responsible, I want this to be resolved as well. I would also like an apology for the way I was treated, though I doubt that will happen. There employment practices should be looked at closely, something isn't right there.

Business

Response:

March 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 Chicago South and SW Suburbs regional office, followed up on the information Mr. [redacted] provided. She informed our office that Mr. [redacted]’s concerns are being handled by RepWest Insurance Company. They will be back in contact with him soon.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

No one has reached out to me, or even attempted to resolve. I've tried contacting U-Haul directly have left multiple messages, and received nothing.

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,

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 a call from anyone at RepWest Insurance, nor have I received a call from anyone at U-Haul. I have spoken to one customer service rep since my rental and that was again me making the effort out of frustration. They charged me for the rental, but then the next day credited me for the full amount. Now there saying I owe an additional $30 because I didn’t pay my bill. I have a paid in full receipt and when I spoke to the customer service rep, she said she has seen this happen before and that I would need to speak with [redacted]. I’ve left messages and no one has called back. In addition it was suggested that I just say the accident occurred and make something up by the staff when I returned the truck. Otherwise the insurance wouldn’t pay. I’m an insurance agency owner, this is fraud and I find it disturbing that they suggest I just take the fault for something I didn’t do. This will affect my driving record as well, which is pristine to date. I’m very frustrated with the way UHAUL is handling this. I would like in writing that they are going to drop the damage charges. I will pay the bill again but I won’t pay an additional $30 because there employee made a mistake. So here is the resolution I would like:

1. Drop the damages charges on the vehicle

2. I will pay the agreed upon amount, which I already did once and they credited back to me. I will not pay a $30 fee because they made a mistake

Thank you for your help.

Regards,

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company regarding the recent information Mr. [redacted] provided. They informed our office damages were covered by the purchased Safemove Protection, therefore, any charges for damages will be removed from the rental and only the rental fee will be applied.

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:

The issue is, that I have never received a call from the insurance company. I own three insurance agencies, I understand how insurance works. This means that I will have an at fault accident on my record for an accident I was never part of. In addition I have a claim on my clue report now, again for something I didn't do. It was very obvious that this was an employee trying to cover up for not inspecting the vehicle the last time it came in. I'm not willing to be part of that. In addition this is insurance fraud. I was told the insurance wouldn't pay unless I accepted fault, which I have not. I would like a call from the insurance company as well as U-Haul. In addition as I mentioned I'm willing to pay the $106.xx but not a cent more. There trying to charge me a thirty dollar fee. I have a receipt showing I paid $106.xx, but they actually debited my account for $122.xx, then refunded that amount the next day. I'm very frustrated by all of this, and am not willing to be part of insurance fraud. I have a statement from them showing the insurance will not pay, because I wouldn't accept fault. I want a call from the insurance company as well as U-Haul before I'm willing to pay them.

Thanks,

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,

Review: I made a reservation on U-Haul.com to rent one of their moving trucks and picked a specified location. After finishing and submitting my reservation- the website displayed a reservation guarantee. Which clearly stated "guaranteed equipment size, location and picked up time agreed; U-Haul will compensate $50". The following day I went to my pick up location to find that my reservation was there but they had no trucks to give me. The man claims someone from U-haul service attempted to contact me in regards to my reservation. I was baffled because 1) I did not any missed calls from earlier in the day and 2) No voice message was left. I found that odd because if a company had attempted to contact anyone regarding an important matter, they would leave a message with a returning number. After leaving the first location to the second location to pick up the rental truck- I spoke to the associate in regards to this guarantee and asked who I would speak to about it. He was giving me this whole non-sense reasoning why my reservation did not include this and continued to add that he could not give me the $50 and would have to speak to customer service. Finally, an answer. I contacted customer service in the store and the representative said I would have to wait until my contract was closed before they could process the claim.

After returning the rental truck and closed the contract, I contacted customer service once again and filed a case and complaint about the lack of service and treatment I've received. She apologizes and proceeded to ask for my information. Later, stating someone from the location would be in contact.

I never received a call. I waited a week and half before deciding I've waited long enough. Contacted customer service again in regards to the matter. Representative forwarded me only to be rerouted back to customer service. 2nd representative said someone would be contacting me shortly. Waited 20 minutes.

Spoke to a manager at the location and he gave me his reasoning why he couldn't do much in the matter and to call customer service because they are the only one with authority to compensate the $50 dollars.

Contacted customer service AGAIN! This time I got a man who was abrasive and interruptive. He basically gave his reasons why my reservation did not qualify because he says a "text" was sent to my phone in regards to my reservation. A TEXT! Not even a phone call. He spent the whole time on the phone trying to convince me that reservation could not be compensated and that he could only over me a VIP voucher. I declined since I did not want to use their service anymore after this horrendous experience. He then said he would send some message or claim to the upper management for review as I waited on the phone for over 20 minutes- only to come back with a denied status. He also added that he could re-open my case objection since it was closed by [redacted]? I was not aware my situation was rectified without my knowledge.Desired Settlement: I would like U-Haul to honor their advertised reservation guarantee; otherwise, remove it from their website. I would also like to be compensated for the $50 dollars started in the reservation guarantee.

Lastly, an apology for having been put the ringer throughout the entire ordeal.

Business

Response:

May 22, 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 San Francisco regional office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee along with a $50 VIP Certificate was issued to Ms. [redacted]. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I contacted [redacted] on 5/18/2014 to get a U-haul truck in [redacted], GA to go to [redacted], GA. per my original order which I have a copy of. However, when I called today they stated I was to pick up in [redacted], GA which is more than 30 minutes out of my way. When I made my order I was to pick it up at [redacted] which is a U-haul Retailer. Now, I have been hung up twice today except for the last young lady I spoke to who was spouse to call me back to get this resolved which has not as of yet and my spouse [redacted] was transferred and hung up on 3 times. This is ridiculous I made an order that was applicable online to do, so why am I getting the run around? I only made a reservation with your company because your retailer is at my storage facility, which I explained to the person when making my reservation originally. If not I would have went with Budget because their price was reasonableDesired Settlement: I want to pick up where I reserved my Uhaul at if not I want a partial refund back for having to go out of my way.

Business

Response:

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

[redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. She informed our office Mr. [redacted] secured a U-Haul truck in [redacted] on May 31st and completed their move.

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: 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 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 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

Review: I rented a moving truck and a tow dolly to move my belongings and my truck to relocate in California. The owner, [redacted] called me 3 times that day to pick up the truck but never mentioned to me that it was a different location than where I made the reservation and had my storage at. He was very rude to me when I came in to get the truck. I went to pick up the tow dolly the next day. I signed the contract after reading it and noticed that there were 2 lines written in for the signature' mine and the owners. [redacted] came out, put his work gloves on and proceeded to put my truck up on the tow dolly. At no time did he say anything about disconnecting the drive train or anything else before towing the car. He was rude and very unprofessional in how he presented himself on every occasion and in the way he treated us. When I arrived in California and we took the truck off the dolly, there was no reverse. We had to push the truck off and in drive it jumps and in neutral it tries to drive. My transmission got burned out because it was improperly loaded and on the wrong dolly. I am trying to work with Repwest, the insurance handling it and am not getting very far. They say they have 30 days to tell me whether they will pay for the damages and in the meantime I just moved, I have no vehicle and can't even look for work at this time. This is costing me money and time and I want resolution, not a bunch of running around. I truly believer they should fix my truck, give me a rental car while it's being done and compensate me for potential lost wages. No where on the contract did it say to unhook or disconnect anything and I feel when a business owner rents you equipment he should know what he's doing. I am willing to do whatever it takes to resolve this including get an attorney and ask for 10 times the amount. Thank youDesired Settlement: I would like my truck repaired, a rental car while the repairs are being done, and lost potential wages and inconvenience. I will never use UHaul again because of this guy and they should not let him rent out their equipment if he doesn't know what he's doing and cause property damage

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

RepWest Insurance Company advised our office that payment for Ms. [redacted]’s claim was made regarding her damages.

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,

Review: On June 27, 2014 I rented a pickup truck from this location. I put less than 30 miles on the truck and they are charging me for 72 milesDesired Settlement: Since I put on at most 30 miles I would like a refund for the extra 42 mile at $0.59/mile this would be $24.78

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] and the [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for $24.78 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,[redacted]Executive AssistantU-Haul International

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

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

Business

Response:

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

Review: I called and requested a refund due to the fact that TWO tires blew out on a U-Haul auto transport. I waited over ten days before I called again only to be told that my concerns did not justify a refund. Understand, when the first tire blew out my son checked the tires and told the service center they needed to send out two tires because the other one was at 0/32 tread. U-Haul refused which resulted in another blown tire two hours later. This is a major safety issue and I'm very concerned. When I asked the supervisor at U-Haul to speak with someone above him and/or who the governing body for U-Haul was he told me he was it and all shops answer within the U-Haul system. There is a serious break down here...I'm very angry that this company was willing to put my son at risk and then isn't willing to make it right. More than anything else I want my money refunded and these shops held accountable for their actions.Desired Settlement: I want the entire rental refunded at this point. I was willing to accept only the auto transport but now that I see this isn't a simple oversight it's how U-Haul does business I'm concerned and plan on checking with the Bureau of Automotive Repair as well regarding safety standards. Maybe if they start issuing big refunds someone will be more careful how they send out their equipment. I'm doing research and it's terrible how many complaints are out there. I pray there haven't been any accidents due to this type of standard.

Business

Response:

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and her son, [redacted], whose name appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office the U-Haul equipment was driven several thousand miles before the tire blow out. He relayed we don’t know the road conditions during travel. As far as the repair shop that was dispatched, further research will be done to address the information Mrs. [redacted] provided. A refund for $200 was issued as an adjustment on their rental. The refund was issued back to their [redacted] account and should post on their next credit card statement.As we value Mr. [redacted] and his mother as customers, we sent them a $200 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, 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