J.R.J. Tara Corporation

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: On website, U-Haul advertises "You will get the equipment, location and pickup time that you agreed to or we'll give you $50." We requested to pickup the truck in [redacted], ** but they gave us a location pickup of [redacted]. When I called customer service, they mentioned that they have had several other customers call and ask about this. But they are not willing to reimberse the $50. This is false advertising. I suggested that they change the wording of this to make it clear - but I am sure they will leave it as is.Desired Settlement: As advertised - since we did not receive our preferred location, $50 should be reimbersed. Otherwise, don't advertise this.

Business

Response:

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the contract.[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] and [redacted] were contacted and advised that at that time the pick up location was only preferred and had not yet been scheduled. Once the equipment is scheduled at a specific location and time, we guarantee to fill the reservation as scheduled or will refund the $50 Reservation Guarantee Fee. Their situation did not qualify for the refund of the 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,[redacted]Executive AssistantU-Haul International

Review: I am EXTREMELY unsatisfied with the truck that I was given. It was unsafe to even be driven, and I am amazed that it even made it through my move. It backfired every time it shifted gears, and when I was going to return it DIED! I was literally across the street putting $30 worth of gas in it and then it wouldn't start. Instead of U-Haul’s roadside assistance actually handling the situation, they hung up on me several times because I was aggravated and didn't have a "good attitude." Oh, I'm sorry, I just moved for two days, it is 30 degrees outside and you are threatening to charge me with abandonment of the truck if I leave EVEN THOUGH I left the keys with the U-Haul service desk across the street and gave you the exact location of the truck. I then had to wait an hour for a mechanic to come check it out and see if they could get it started. If they couldn’t get the truck to start, I would have to wait another hour to two hours for a tow truck. Isn’t that how everyone wants to spend their Friday night after moving for two days?

When the mechanic arrived, he literally had to hotwire it to get it started so we could drive it across the street, and then we couldn't turn it off because it wouldn't start again if we did (that’s quality right there). Then, I was told that the manager would be in in the morning and would do something nice for me for my frustration. Did they? Nope--no phone call, no email, just a closed contract form charging me what I should have been charged in the first place (1 day instead of the 3 they were trying to charge me), and I am supposed to be happy with that. That is like saying—“We are sorry for ruining your move, your Friday night, and putting your life in danger, but hey we will only charge you what we said we would charge you when you booked the reservation. How does that sound?” Are you kidding me?

The only saving grace were the customer service reps that I dealt with at the actual location, and the main corporate call center lady that I spoke to when I called to complain on the night of the incident.

Is this where the situation ended—NO. Below is the email that their District Manager [redacted] out of Providence sent to me. Are these the kind of people that work for U-Haul? One, I can barely understand what she is saying, and two (no disrespect to her), I am not even sure she is literate. Why would this email ever be sent to an external customer? On top of that, after receiving this email I have made attempts to get back in touch with her and she has yet to respond. I even sent one final email asking for a response, or I was going to take it as high as I needed to take it.

I would like something more to be done. I don't feel like enough action has been taken to remedy the situation OR to satisfy my frustration in enduring this horrific experience in the first place. Like I told the manager, you are not only asking me to have endured this type of experience--you are asking me to PAY for it. I paid for a service—A clean, working, SAFE, RELIABLE, moving truck. I was not given that; instead I was given a massive headache of a truck(which apparently is being fixed to go back on the road) during one of the most stressful events a person can go through-MOVING!

I appreciate your response and cooperation in this matter!

Thank you,

[redacted]Desired Settlement: I would like an apology from U-Haul. I want to make sure that that truck NEVER gets rented out again since it is so unsafe. I would also like a COMPLETE refund of my money. I was sent a gift card--REALLY!? I will NEVER use U-Haul again, what am I going to do with a gift card?

Business

Response:

February 11, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of RI, followed up on the information Mr. [redacted] provided. He informed our office he made two separate attempts to speak to Mr. [redacted] but reached a voice mail both times. Since he did not receive a return call, he sent Mr. [redacted] an email offering an apology for the inconvenience he experienced and advised him of a supplemental credit for the remainder of his rental. The supplemental credit for $89.49 should post on Mr. [redacted]’s next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I 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: Hello to those concerned!

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

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

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

-When was it broken into?

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

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

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

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

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

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

(ACTUAL EMAIL)

Dear Erin Jagodzinski,

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

Sincerely,

Dick Hildebrand

U-Haul Company of Northern Minnesota

(2nd Email

Dear Erin Jagodzinski,

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

Sincerely,

Dick Hildebrand

U-Haul Company of Northern Minnesota)

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

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

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

Business

Response:

January 9, 2013

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

November 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: 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

Review: this is from a blog post I wrote - it sums up the majority of the details. I have a bunch more details and proof that needs to be sent as an email (it is a pdf).

So I want this blog to be about how to survive the “stuff” life hands us. I have been fighting all of my life for what I want. Some things get easier as

we get older and some things get more frustrating as life goes along. For me, a complete lack of Customer Service really bothers me. Customer

service today is non-existent. Actually, the customer service of today should carry the tag line “oh well, not my problem”. This became quite clear to

me in the last couple of months when I rented a Ubox from Uhaul. I reserved the pod online for a pickup in Colorado Springs. My brother, sisterin-

law, and my sister-in-law’s brother so graciously agreed to load the pod and return it in Colorado Springs. I called the morning of pick-up to

make sure they had my credit card information and that everything was ready to go. I was assured that the pod was all ready to go and that they

would make sure and put all charges on my card. When my brother arrived, it took them an hour to process the Ubox due to the fact they said they

had never processed one. They then charged my brother for extra fees that I knew nothing about. I had to scramble and get him some money to pay

him back for the charges that they didn’t put on my card.

Once the pod was back to the Colorado Springs Uhaul, I followed the time line that Uhaul posts online. The dates changed almost daily. At one

point in time they had me picking up the pod on the 22nd of June and returning it on the 21st of June – the only problem was they forgot to “rent”

me the time machine to do that. That would have been another extra charge they could have added.

So, after posting complaints to the website through their “contact us” form (two times online and a third as a follow up about customer service), we

fast forward to two months later with no word from Uhaul. I finally decided social media was the way to go. I posted a comment on Uhaul’s

[redacted] page to which I received a very fast response. The person on their social media explained that they were going to put in a “formal”

complaint. I thanked this person but told them I didn’t have much faith. Now, almost two months to the date that this mess started, I finally receive

a call from the local Uhaul office. The manager explained to me that the pod arrived on the thirtieth of June and that they tried to call me, but my

phone had been disconnected. I always give my cell phone number when I leave a phone number because I always have it with me. My “guarantee”

and I use the term loosely stated that the pod would be here by July 1 and I could get to my stuff July 2. Now, remember that the dates changed on

the timeline almost daily, so apparently the way they get around things is by changing dates when they want to make themselves look good. So,

after trying to call me on my disconnected phone, they found my phone number after a few days. When in actuality, I believe I called on the first to

see if the pod had come in and had been told it hadn’t – not entirely sure on that, but it sounds like something I would do after fighting up to this

point -researching phone records. So, in the end, the manager explained to me that they did nothing wrong and that the pod had been delivered on

time so I was out of luck. He did say maybe my team mis-dialed, but it’s still not our fault.

Uhaul is the epitome of customer service today. I have to add the humorous part of this conversation with the manager today. He told me that he

would be happy to issue me a “VIP” $100.00 credit for future use at Uhaul. I explained that would mean that I would be using Uhaul in the future,

which I won’t. So, as you’re moving (yourself or kids to college) and you’re thinking of Uhaul, check out their [redacted] page first and read the

comments. There are plenty of unhappy people on the page. I never did see a positive post. I didn’t read through every comment ever made, but I

saw plenty of negative comments – most dealing with customer service. Just please use caution if you use Uhaul, or look at it like a casino, you’re

probably going to spend a lot of money and not come out with much.

Tomorrow is another day, and I will move on, but Uhaul will not see my business in the future. I’m off to have some fun tonight and remember that

I have the power whether to give businesses like this my money. We all have that power. See, we really do have powers to control the companies

who anger us and have terrible customer service by not giving them our business. Onward and upward.Desired Settlement: I want the refund of the $2000 for the pod that was "guaranteed" to be delivered by July 1. I received the call on July 3 stating that my Ubox had finally arrived - this was after I called and spoke with the manager in Bangor, Maine who told me the pod had not arrived on the 1st as "guaranteed".

Business

Response:

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

[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining she issued her a refund for $750 back to her [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have accepted the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has refunded the money to me and I consider this issue to be resolved. Thank you.

Regards,

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

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed their concerns. He followed up with a letter offering his apology for the performance of the U-Haul equipment during their rental. He mentioned that they were upgraded from a 17' truck to a 24' truck at no additional charge. Mr. [redacted] is offering two options as an adjustment on their rental to help offset the inconvenience they experienced. He can send them a refund for $100 or a VIP Certificate for $150. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer and is valid for two years.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Business

Response:

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mrs. [redacted] relayed. He informed our office he sent them a letter with the two proposed options and requested they contact him back in order for him to process the resolution.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

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

Business

Response:

November 2, 2012

Thank you for your

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

actually appears on the rental contract.

Mr. [redacted], our

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

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

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

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

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

responsibilities along the road, which include checking the equipment

to make sure everything is properly working and to contact our

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

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

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

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

ticket when he originally brought this to our attention in mid

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

refund will not be issued.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

Regards,

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

Business

Response:

November 27, 2012

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

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

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

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

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

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

Promissory Note canceled, indicating a zero balance on the collection

account.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

THANK YOU!

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

Regards,

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

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

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

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

Business

Response:

June 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. Paul Barbanti, our

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

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

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

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

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

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

credit should post on his next credit card statement.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Consumer

Response:

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

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

Regards,

[redacted]l [redacted]

Review: 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: attempted to return a rented U Haul trailer and the person tried to charge an additional $40 insurance fee. I had already paid a $10 fee upon renting the trailer. the person then began to scream and yell refusing to accept the trailer and walked away the register.Desired Settlement: return trailer and not be charged an additional insurance fee. an apology would be nice. it is very embarrassing to be screamed at in front of other people.

Business

Response:

June 13, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted]provided. She informed our office she spoke to Mrs. [redacted]and addressed her concerns regarding the behavior of our U-Haul dealer in North Highlands. She assured Mrs. [redacted]the issue would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: July 19th 2014 My friends and I rented a cargo from U-HAUL for moving. We used it about three hours. Before returning it, we refilled the fuel to 3/4 of tank ( with a receipt). We returned the cargo to the location and made sure if that okay as they told us just parked the cargo on returning the line. Then we left.

July 21st 2014 I found out there one more transaction from U-HAUL. I called to the customer service and customer service said they charged me for the fuel. I complained about that because I did return it with the same fuel level (actually more than that) and asked them refund my credit back not the VIP gift card. Customer service created the file for me and said their manager will review it within 48 hours and tell me the result by phone.

After more than two days, I did not get any reply. So I called customer service again. The customer service said the manager still not review it and told me the manager will call me soon. I called the customer service about every two days to check my file status. Until July 28th, the customer service told me that they send the file to the wrong location; so asked me to wait another 48 hours for the reply. Until now, I still did not get any answer from U-HAUL. Whenever I called to the customer service, the customer service always asks me to describe what happened over and over again and desires to fine flaws in my description. However, I still did not get my money back in two weeks.

Moreover, U-HAUL did not correct the millage on the rental contract which was the wrong number before we checked the cargo.Desired Settlement: Refund the amount plus interest that they charged more than I should pay and also compensate spirit and time losses from this.

Business

Response:

August 12, 2014

Revdex.com # 10160964

U-Haul Ref# [redacted]

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

[redacted] the President in our North East Dallas Regional Office left a message for [redacted] asking for a return call to discuss his concerns.

[redacted] says the out contract shows the fuel level at 5/8 of a tank and the return contract shows ½ of a tank. According to the information on the contract, [redacted] was overcharged by $7.50. This amount was credited back to the [redacted] Card used for the rental on 8 /3.

Our customer 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 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.]

First of all, I did not receive any phone call or message from U-haul. I am [redacted], not Mr. The thing is that I did return the cargo with 3/4 tank of fuel level not 1/2 tank. I do not know the internal checking system of U-haul, but I only used 19 miles in that day; it is impossible using that much fuel. Moreover, I did fuel the tank before I return. I am sure I return the cargo with 3/4 tank of fuel level.

Regards,

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North East Dallas Regional Office, reviewed the recent comments [redacted] relayed to your office. He informed our office he authorized a refund for $24.50 back to their [redacted] account used for the rental. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a U-Haul truck on 4/5/2014 and the truck's battery went dead. I never left the keys in the ignition because I knew that it would cause a problem. When I was done moving my items from my apartment the truck had a hard time starting but eventually I got it started. When I went to my first stop to drop off some items to the new place and then go to my storage where the rest of my items were going to be placed the truck failed to start. I had the keys in my pocket so at first I did not think it was the battery. When I checked the lights in the truck they were dim. I contacted U-haul and the company they were contracted with to service the truck took almost two hours to show up. I was told that it was only going to be 1 hour but it took almost two hours. I had a total of 4 movers with me but because of truck not starting and tow truck they sent out was late I lost 2 of my movers. No one from U-Haul or the tow truck company called me to advise that there was going to be a delay. By the time the tow truck got to me it was almost dark and it was getting cold outside (turns out the battery needed to be jumped). I requested some type of compensation due to the fact that U-Hauls truck was not up to standards for moving but U-Haul refused to give me any type of compensation. I've used U-Haul many times but this is the first time where I had an issue and U-Haul did nothing. I will never use U-Haul again.Desired Settlement: I would like a refund on the truck rental. I am not asking for compensation on the miles that I used because I was eventually able to finish moving but the truck was horrible and as a customer who was inconvenience I should be compensated.

Business

Response:

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] on May 22nd requesting a return call. He mentioned there was still a balance owed on the contract for $2.74. Since he had not heard back from Ms. [redacted], Mr. [redacted] left another message today explaining he issued a refund for half of the rental fee, or $29.74, as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have spoken to U-Haul and my issue was assigned to [redacted] and he has refunded half of the cost that I paid for my truck rental. I have received my refund on 05/29/2014. My Issue has been resolved. Thank you for your assistance with resolving my issue.

Regards,

Review: Very long story short - The first order they got completely wrong in every possible way - wrong truck, wrong location, wrong manner of contact. We canceled that order and placed a new one. They said it would be even cheaper (new location). However they had to upgrade the truck twice because of a shortage of trucks (which they failed to tell us). Finally, when the move was all done, they charged us EXTRA, for undisclosed and unauthorized fees. They twice asked us if there was anything they could do to remedy, but failed every time we've tried to contact them. Twice now, I have put in a formal complaint. They told me (both times) that they would call me back in 72 hours and never did.Desired Settlement: We were charged an extra $44.07 (unauthorized) in addition to the $200.15. Would like the second charge returned to card.

Business

Response:

U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for the requested amount of $44.07 was issued back to Mr. [redacted]’s [redacted] account on April 14, 2015. The refund should post on his next credit card statement 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,

[redacted]Executive AssistantU-Haul International

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

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

Business

Response:

October 8, 2013

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

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Thanks

Regards,