J.R.J. Tara Corporation

Review: I received three letters telling me that the content of my storage unit would be auctioned off on 11/14/2013. I called in to make a payment on 11/13/2013 and I was told that the auction had occurred the prior day.Desired Settlement: U-Haul should re-imburse me for the contents of the storage bin

Business

Response:

November 30, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Margie Barton, Senior

Staff for the U-Haul Company of Southern CO, followed up on the

information Ms. [redacted] provided. She has documentation of letters

sent and phone calls left for Ms. [redacted] informing her that her

goods in storage will be sold on November 12th unless

payment is made to bring her storage account current. The storage

unit sold for $450, leaving a balance still owed for $283.85.

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

Review: I rent U-Haul vans regularly for my business. Your local rep (Vans Towing) is great, helpful and easy. Your centralize customer service system is absolutely TERRIBLE.

I received a parking ticket while I had a U-Haul rental (shucks). I paid the ticket. Today I received an email from U-Haul saying I had been charged $75 which I surmised was from the ticket. I called the 888 number listed on the email. I waiting on hold for almost 40 minutes and then hung up since I was clearly wasting my time and cell phone minutes. I then went to online chat to get help. The agent told me he couldn't help me on this issue and gave me a new number. I dialed that number. The agent there told me he couldn't help me and gave me a new number. I dialed that number and went through the menu options. After being on hold for a few minutes, the line hung up on me. I dialed again. Went through the same menu options. Again a few minutes into the hold I was hung up on again. I then re-dialed the number the chat agent gave me and reached [redacted] J. I explained the frustrating time I was having and she was very nice, but was also at a loss on how to help me. She did everything right, taking my phone number to call me back in case we got disconnected, keeping me on the line while she tried to get through to someone to help. No one answered her either after 10 minutes. She came back on and give me the same 888 number I had dialed to begin, for which I gave her a "thanks, but no thanks" since I had already tried that. She then attempted to message her manager to get help. After 15 minutes she basically had to apologize and tell me that she couldn't get through either and that there was nothing she could do. I want to definitely give [redacted] credit for doing everything she could to help me and for being a great face to your company. However, your system itself is terrible. I have never been so disappointed or frustrated with a customer service system in my life. And this is a charge that shouldn't have even happened. If I made my clients go though an hour+ ordeal to never actually resolve something that was actually my mistake, I'd be out of customers. And chances are you've lost one today. The local U-Haul dealer is close, but after wasting more than an hour on the phone this morning, I'd rather go a little farther to never have to deal with your centralized system again.Desired Settlement: I would obviously at the least like a refund of my $75 charge. I'm not going to make some silly request that you compensate me for my time or something outrageous, because I think I'm a pretty reasonable guy, however your system really does need to be improved and I hope you'll take steps to make that happen.

Business

Response:

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] emailed me a copy of the parking violation, which I forwarded to our Citations Administration Department for review. The following email was then sent to Mr. [redacted] today:

Thank you for submitting your email showing proof of payment for the parking ticket [redacted].

A reversal request has been submitted to refund the amount collected from your debit/credit card.

The refund should be visible on your account in 5-7 business days.

Thank you,

Citations Administration

###-###-#### Ext. [redacted]

As we value Mr. [redacted] as a customer, we sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been renting a uhaul storage unit since 2005 @ the 9411 Atlantic Blvd location in Jacksonville, FL.

My contract I signed in 2005 with regards to this storage space stated I have facility access hours from 6 am to 10 pm everyday.

I have not had a problem until current property manager [redacted] has locked me out numerous times recently. I have not been able to gain access to my storage unit as early as 7:30 pm weeknights. This is unacceptable. When I call the after hours emergency number no one answers. This is also unacceptable.

When I tried to get this problem resolved on Wednesday, February 26, 2014 @ 6:30 am with [redacted], he would not even listen to my problem. [redacted] simply shrugged his shoulders and said that is too bad for me. Very poor customer service. I have no other alternative but to contact the U-haul home office in Phoenix to get my problems resolved.Desired Settlement: My daily access hours of 6 am to 10 pm restored because U-Haul property manager [redacted] refuses to correct it. [redacted] will not even discuss the denied access situation with me to get it fixed.

Business

Response:

March 3, 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 Jacksonville regional office, followed up on the information Mr. [redacted] provided. She explained as of 2012, the signed contract on file for Mr. [redacted] indicates he is only paying for the price of the room. We have since granted him extended hours, which will allow him access from 6am to 10pm.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I reserved a 26' truck for a one-way rental from Calgary, AB to Moab, UT (~1130 miles). When I arrived at the Blackfoot Trail location for my scheduled pick up, it took over an hour to get my truck. The truck was not cleaned at all. The U-Haul rep opened the driver's door and used a large broom to sweep out the pile of cans and water bottles left from the previous renters. Needless to say, the thick mud and grime all over the cab were not addressed. After loading the truck, I began the 2 day drive only to discover the truck acting up almost immediately from the time I had it on the freeway. As it was early in the morning, I called roadside assistance and asked for someone to meet me in the next town. The roadside assitance rep's phone kept cutting out and I had to call several times. Finally made it to a U-Haul dealer in Lethbridge, AB (~130 mi down the road). As it was a Saturday, I waited ~2-3 hrs to get the truck in for a check-up and then another 2-3 hrs for the shop to find out they couldn't fix the truck. In fact, the shop manager told me that the same truck had been brought in to them a few months earlier with the same problem. Another couple of hrs wait for a couple of kids hired off the street to assit me in unloading and reloading my belongings onto another truck. Neddless to say, the new truck was not packed as well as the original. Left with new truck ~9 hrs behind schedule and had to drive all night to catch up with family that was now way ahead of me. Spoke with customer service when I dropped off truck and was told a manager would give me a call. 2 days later I did receive a voice message from U-Haul indicating a number to call, but no name was left with the message. Called the number a couple of times and was directed to the general U-Haul customer service desk. Spoke with another customer rep and was told I would be contacted within 24 - 48 hrs. This never happened and when I called in to customer service again today, I was informed that the General Manager of the location from which I had rented the vehicl from had closed my complaint and indicated it was settled. Poor service from start to finish.

Review: I was renting a trailer from U-Haul from Ontario for my relocation to Alberta. When I check the rental price for the 5x8 trailer, the online quote was $390 (which it is still today). So I contacted Uhaul and booked the trailer pickup in Mississauga, the representative quoted me $390 for the rental as per website and informed that the days allowed would be 7 days and unlimited mileage. The week before the rental pickup, Uhaul told me to go to Oakville for the pickup, which was fine. But the morning I went to pick up the rental, the manager there ([redacted]) had me sign the contract on the register and print the contract without disclosing the rental charge. Once the rental contract was presented to me it stated rental charge of $683, days allowed of 6 days and mileage allowed was 2584. I tried to dispute the rental charge, days allowance and mileage allowance. [redacted] used pen to correct the days allowance to 7 and no mileage limit, but informed me that the charge was done by headquarter so she couldn't change it and informed me to contact the headquater to resolve it. I contacted the headquarter customer service number to dispute the charge and was informed that they can't change anything till the contract is finished. So after I completed my relocation (6 days later, On November 4th), I contacted the customer service centre and they informed me that I have to contact the Ontario Regional centre. So I did. And the Ontario regional centre told me to contact [redacted] again. So I did. Each time when I called someone had taken my contact info and told me that they would call me back to resolve this issue. Now it is mid-December before Christmas, I still haven't heard back from anyone at Uhaul to resolve this.

Product_Or_Service: trailer rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to have the rental charge disputed and have the excessive charge refunded.

Business

Response:

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Central Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed he was due a refund for $321.49. The refund was issued back to Mr. [redacted]’s [redacted] account on December 19th and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I reserved an auto transport online to pick up at Watertown Truck & Trailer in Watertown, SD. When I went to pick it up a man who worked there told me I could not tow the trailer with my vehicle because it was too low to the ground. I was advised by WT&T to call Transportation in Fargo, ND. [redacted] in Fargo told me I could use a tow dolly after asking me specifics about my vehicle...2003 Ford Escape...4WD...6 cyl. I found out later (after needing to bring my vehicle in for repairs due to towing it with a dolly) that she failed to tell me that if I used a dolly I would need to take it to a mechanic to have the drive train disconnected prior to towing then re-connected upon arrival at my destination. Due to this I was forced to replace the rear end and almost lost my job because I was transferring to ND and was delayed a week due to my vehicle needing repairs. After repeated calls and emails to RepWest ([redacted] was rude and lacked customer service skills...she does not return phone calls or emails) I find nobody returns my phone calls or emails. I was also charged for the entire first day I had the dolly when the only reason I could not make it out of town was because of the damage to my vehicle. The only reason my vehicle did not suffer further damage is because I ended up needing to remove it from the dolly and drive it one more time before I left town...which is when I found out it sounded funny forcing me to call a mechanic.Desired Settlement: I feel I should be reimbursed for the entire charge of the uhaul rental ($583), the first day I was charged for ($47.65) and reimbursed for the $1096.57 repair bill on my vehicle. I feel that is more than fair as I am not requesting compensation for the missed wages for an entire week at the USPS in Williston, ND.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 3[redacted]

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

We contacted both our President for the U-Haul Company of Fargo, [redacted], and the claims adjuster of RepWest Insurance Company, Audrey Stringham. Ms. [redacted] originally made a reservation with a U-Haul dealer in Watertown, SD to tow a 2003 Ford Escape on a U-Haul Auto Transport that was going to be towed with a motor home. On April 17th Ms. [redacted] drove the Ford Escape to the U-Haul dealer to pick up the Auto Transport. She intended to tow the Auto Transport to her home with the Ford Escape. However, she was advised by the dealer that her Ford was not fit to tow and to come back with the motor home so they can hook up the Auto Transport to the motor home. Rather than bring the motor home back, Ms. [redacted] decided to take a U-Haul Tow Dolly, which was hooked up to her Ford Escape and her contract was completed. Ms. [redacted] loaded the Ford Escape onto the Tow Dolly. Damages to the transmission were caused because the drive shaft was not disconnected prior to towing the Ford Escape. Her signed contract includes a memo to the customer advising them that simply placing the vehicle in neutral is not sufficient and that the drive shaft must be disconnected. The Tow Dolly also has printed instructions located on the fenders instructing the customer how to properly load the vehicle onto the Tow Dolly. Ms. [redacted] filed a claim on April 18, 2013. RepWest Insurance Company contacted her back on April 24th and explained it was her responsibility to read the contract and follow the instructions provided. Her claim was respectfully denied as she was provided the necessary information to successfully tow her 2003 Ford Escape. Ms. [redacted] was also advised the full amount of the rental fees were refunded in the interest of customer good faith.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I was never credited for the rental as the resolution states. Also, some of the details are incorrect. This is not resolved. How do I proceed?

Please advise,

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Fargo, reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained that Ms. [redacted] had confirmed she received a refund for her rental and that her claim with RepWest Insurance Company had been denied.

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 confirmed with Uhaul that I had received a refund of $47.65. This does not even begin to cover the $1100 damage bill to my vehicle due to their lack of information. Especially since they receive several thousands of dollars from me as I continue to rent their equipment. I am a single female and was packed and ready in at the business ready to leave town. The contract for the dolly looked exactly the same as the one I had just read and signed fifteen minutes previous for the auto transport (it was later pointed out to me there was fine print at the bottom of the second contract mentioning the possibility of needing to disconnect the drive train). I strongly believe it was the duty of the Uhaul rep from [redacted] to tell me, as I was there on the phone ready to head out of town, as she well knew because she was asking me all of my vehicle information as I sat in it. She informed me it would be just fine to use a dolly to tow my car...without mentioning my departure would be postponed by a trip to a mechanic because I would need to have the drive train disconnected. Why even bother asking me what type of vehicle I had? In addition, the Uhaul rep at the location I was picking up the equipment could have mentioned needing to delay my departure with a trip to a mechanic if I was going to use a dolly. Oversight on Uhaul's part for such an expensive repair is appalling. The mechanic informed me I was fortunate the damage wasn't worse.

Regards,

Review: I had got Uhaul in [redacted] to move to [redacted]. I got pulled over on my way to [redacted] by a state patrol for the tail lights not working. I had to call the uhaul roadside assistance because the state patrol said I could not leave till we got them fixed. We waited 6 hours and no one showed up and called 3 times and said someone was on there way and the last call they said they had been there and fixed it. We could not wait any longer and I had some one follow me so I did not get rear ended. That 6 hour delay caused me to lose my apartment here and had to stay in hotel for 5 days. The customer service people are rude and hang up on you and use fowl language. When you call then you get put on hold for a long time and then they don't even listen to you. In the agreement they are to give you safe working equipment. The state patrol officer looked at the lights and said there was a default problem that need to be fixed because it was hooked up right. I went to return the uhaul and they charged me for extra miles and I was not over my miles. And when I called to get my money back they got distracted by my tail light problem they did not refund me my money and they they just offer me $80 plus my $16 back. When I called corporate they only offer me just the $80. They can't get there stories straight.Desired Settlement: I would like my money back for the the car carrier and then my money back for the overage that they charge me for mileage!

Business

Response:

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] has refunded the requested amount of $299.83 to two different [redacted] Cards. ( $16.81 to the card ending in [redacted] and $283.02 to the card ending in[redacted].)

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:

[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: The rental truck was picked up with 7/16 of a tank of gas. When it was returned to [redacted] Lawn[redacted] Service the truck had just under 1/2 of a tank of gas. I did the fueling myself minutes before turning the truck in. We then received a receipt that stated that the tank was only 3/8 full. When we called to complain we were told "tough luck. That is what it is and that is what you owe us."We ended up being charged $48 after putting in almost $60 worth of gas.Desired Settlement: We want the $48 fee removed from the receipt. Everything was paid up front and it was returned as asked with over 7/16 of a tank of gas.

Business

Response:

November 13, 2012

Thank you for your

concern for our customers [redacted] and [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of SW Ohio, followed up on

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

them an email explaining a refund for $48.00 as requested was issued

back to their [redacted] account. The credit should post on their

next credit card statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: U-Haul installed a hitch on my Jeep Patriot which was done improperly. The installer stated he would have to cut part of the bumper to properly install it, however this was never done. The botched install caused the bumper and rear quarter panels to pull apart. In response to my initial complaint, U-Haul provided me with their insurance company information and a claim number. I was requested to get an estimate for the damage. The estimate I received was approved by U-Haul and I was sent a check for that amount as well as a rental car for 2 days. When my Jeep was taken apart in the body shop, extensive internal damage was found which could not have been seen before. The body shop stated that the damage was due to the hitch being installed incorrectly, and sent in the new estimate as well as photos detailing this damage. U-Haul denied the request to cover the cost of repairing the additional damage.Desired Settlement: The full cost of repairing the damage done to my Jeep by the improper hitch install should be paid for by U-Haul.

Business

Response:

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided and informed our office she has been in touch with Ms. [redacted]. Ms. [redacted] will be going into a U-Haul location to confirm if the hitch is in fact the wrong one for her vehicle and if so, the cost will 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,[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 was treated extremely poorly by the Western New York U-Haul office and spoken to as if I did something wrong. My car was sitting at the shop for 2 weeks waiting for U-Haul to respond, so I had to involve my own car insurance to pay for the remainder of the repair. I had to pay the $500 deductible and am waiting for my insurance to reclaim the funds from U-Haul[redacted] After the damage from the incorrect hitch install was complete, the body shop informed me they could not re-attach the hitch because it was the wrong model for my car. I was directed by my insurance to contact U-Haul so I did, and was told to have the hitch checked at the 'nearest' location (which was a 40 min round trip for me). The U-Haul location stated it was the correct hitch and I was reprimanded by U-Haul as if I made up the story (even though I have a statement from the body shop). I asked if they would then install it correctly this time and was informed that was against their policy and the only thing I can do is scrap the hitch or hire an attorney. Therefore, I called my insurance adjuster and pleaded with him, who then put me in touch with the body shop manager, who agreed to install the hitch correctly free of charge. After the body shop installed the hitch, it is very clear U-Haul did it incorrectly as they never made the necessary cut under my bumper.

In order to get any type of apology or validation from U-Haul I had to email the CEO directly. He returned my email the next day and made his employees behave appropriately and offer a resolution. Of course, I took care of the hitch re-install myself but still have the issue of the insurance claim.

Regards,

Business

Response:

October 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Ms. Demit’s recent comments to your office and sent her the following email in response:

Good afternoon Ms. [redacted], I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damage. I received the pictures as well as the estimate for the repair but not the explanation from your mechanic. Unfortunately we can do nothing without that explanation. Once we receive the write up we can can further address this. Thank you, [redacted] Executive Assistant U-Haul Co. Of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had a propane tank filled. The cost of the propane was $18.13. The sales tax was $3.06. The sales was not figured correctly. I talked to the manager. He told me it was correctly figured. He said he collected the 7.5% plus 5% California State Tax. I checked with other propane sales businesses and they do not collect more than 7.5%. This tank was filled for home barbeque use. I was also charged for 7 gal. of propane. I have a 5 gallon tank. I called the U-Haul headquarters and was told that they only collect the local sales tax for the area. This business is charging more sales tax than is levied and this is unfair and unlawful.I feel they are ripping off customers. I will never do business with U-Haul again.Desired Settlement: I have a sales receipt that shows all the information. I would like to know if the tax they are charging is a lawful business practice.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Van Nuys, CA, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed his concerns regarding the tax he was charged. As we value Mr. [redacted] as a customer, Ms. [redacted] 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

Review: Let me first start by saying, that I will never utilize Uhaul again in my life. Every time I use Uhaul I have issues. I should've learned from the last couple of times, but I digress.

I rented a Uhaul truck from [redacted] to [redacted], where I now reside. I had a two day rental after purchasing the vehicle and paying close to $200 for a one way trip. The next day, Sunday, prior to dropping the Uhaul truck off I stopped at a [redacted] on Duke St. around 2:45 to 3:30 pm and deposited 20.01 into the Uhaul tank. This brought the gauze to a little bit over the half way mark. The location was only a mile and a half away from the gas station. When I pulled up to the Uhaul station I check the gas gauze again and it was at the half way mark. I got out the truck, locked the doors and then deposited the key in the key drop off box since there were no attendants there. I woke up the next morning and checked my account and saw a deduction of $45 from my account and was completely lost. I check my email and later find out that I was charged $45 for not returning my fuel to the halfway point. I was completely confused and thought it was a sick joke, so I called the store to obtain answers. [redacted] and whoever answered the phone prior to him wasn't helpful, rude and standoffish. Neither exuded customer service and it wasn't expected after this egregious mistake on someone's part at this location. There's no way I could've used that much gas in less than a mile and a half. Either someone at this location purposefully lowered the gauge or wasn't paying attention. Something needs to done to rectify this. I am at work and literally had to take an hour out of my morning to file this complaint with the Revdex.com and with Uhaul corporate. Thank you for listening to me.Desired Settlement: Refund.

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. She informed our office she contacted Mr. [redacted] and requested he forward his fuel receipt for further review and reimbursement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a truck & trailer from U-Haul in Woodstock GA on 11/29 & returned it to Highland NY on 12/4.

Since I had only driven with a trailer once before I paid for the insurance. On arrival in NY (12/2) I was unable to detach the trailer from the hitch and I called U-Haul to inform them of the problem . When I returned the units to U-Haul I pointed the problem out to the representative. He didn't give me any indication that It was anything I needed to worry about.

On 12/30 I received an email from U-Haul and read the main document - it appeared to be the same as all the other emails I had received from them and didn't indicate that there was a billing so I didn't look for anything attached. On 1/11 I noticed a credit transaction for $213.59 from U-Haul and after a number of calls found that they had billed me $183.59 for damages to the hitch on the trailer and added a $30.00 fee for late payment!

On 1/13 I spoke with their District Manager for the Hudson Valley ([redacted]) who insisted that it was my fault the trailer hitch failed because I had driven it incorrectly or abused it. I admitted that backing up with the trailer was an adventure, but I really couldn't see what I could have done to the trailer hitch that wouldn't have caused damage to the truck or the trailer itself. Plus, that's why I bought the insurance. After a lot of back and forth he told me that he would waive the late fee, look into the charge for damage and call me back. That was 3 weeks ago and I've yet to receive a call and there's been no adjustment on my credit card.

To sum it up, I rented a truck & trailer and bought insurance to cover any mishaps. U-Haul is claiming that I managed to damage the hitch and that it was my fault and that the insurance they sold me won't cover it. Add to that, they sent me a generically worded email that didn't indicate it was a bill for damages and 11 days later added a $30.00 charge for late payment.Desired Settlement: I want U-Haul to reverse the full amount charged on my credit card.

Business

Response:

February 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $213.59 has been issued back to Mr. [redacted]’s [redacted] card account as requested. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that 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.

My thanks to the Revdex.com for your exceptionally prompt action on my complaint and to U-Haul as well.

Regards,

Review: I called Uhaul for 10' truck to move 6/6/13, I was promised one 'in my area', but no confirmation until 24 hrs before pickup, 6/11/13, otherwise I would get a 14'. I did NOT WANT a 14'-(bad mileage w/high top/wind drag). they would NOT TELL ME what truck I was getting-a refund had to be before 24 hours of pickup. I can't know?/I can't get a refund with this 24 hr period. THIS IS VERY BAD CUSTOMER RELATIONS.I HAD TO TAKE THE 14' TRUCK. it's all they had, despite them saying the truck I wanted was "in my area". the winds were high the whole trip, 950 miles, the overhang above the 14'truck cab was a bad wind block. it was very dangerous. the gas costs on the big truck---far too big for my goods--with wind and size was very expensive: $338.00. In my letter I asked the public relations Uhaul people: [redacted] and [redacted]-separate letters-to reimburse me for a portion, if not all, of the gas costs for bad customer care/wrong truck/lying about availability/24 hr conundrum of commitment/the stress of this interaction/danger on the road with high winds, very little of the truck used. (i paid Uhaul $756.00 for a truck I did NOT want, when they promised me " we have one in your area" the one I wanted.)Desired Settlement: I spent $338.00 on gasoline on this truck rental trip. it would NOT have cost so much in the 10'--OR or if they had told the TRUTH--THAT THERE WAS NO 10' TRUCK BEFORE THE 24 HOUR DEADLINE FOR COMMITMENT!i would NOT HAVE SOLD my car, and the whole expense would have been less than the gasoline costs, with zero stress and bad customer relations.As it has been over a month since I sent the letters to the above persons, WITH NO RESPONSE FROM EITHER!I WANT THE ENTIRE GAS COSTS REIMBURSED.

Business

Response:

August 8, 2013

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

[redacted] the Executive Assistant in our Albuquerque, NM Regional Office spoke to Ms. [redacted] today. Ms. [redacted] will be refunding half the cost of fuel in the amount of $169 to Ms. [redacted]'s [redacted] Card. The credit should appear on Ms. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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 reserved a 6'x12' cargo trailer around 7:00 am on June 30, 2012. My husband, daughter and I were traveling from our home in [redacted] to [redacted] to help our two sons move from one apartment to another. I had done this before when we moved them to [redacted] and I guess I was wrong for expecting the the best results because I had reserved an available cargo trailer. While no money was required for the reservation, it makes good sense that the reservation holds what you reserve. By around 2 or 3 that afternoon, I called the location where we were supposed to pick up the trailer to get their closing time because I didn't remember, only to be told that they didn't have the trailer that I reserved and was redirected to another uhaul that was further away. I was immediately upset, but took the phone and address information as we really had no choice. I called the other location I was given, and got the store hours for the day and asked the directions to get there.Desired Settlement: While UHaul may see the problem with this, I do. Like I said earlier, when you reserve something, it should yours for the asking during that period of reservation. I feel for the inconvenience and just plain unprofessionalism of the situation, that I deserve some type of credit refund. For me, I really wouldn't be asking if it wasn't right.

Business

Response:

July 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Dallas, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and advised her of a refund for the $50.00 Reservation Guarantee Fee. The refund was issued by credit back to Mrs. [redacted]'s American Express account and 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

Review: It has been about 6 months that we have been at your facility, [redacted]. We moved from [redacted] and are thinking about moving back. We rent the biggest room you have. We have this guy named [redacted] who we found out today is your Marketing President for your company. This guy named [redacted] is parking his two personal vehicles in your loading dock at [redacted] all of the time, day or overnight and drives your vehicles instead. This guy has his wife and his vehicle parked inside the loading dock all the time and we cant do anything about it because he is the boss of everybody we speak with. When he and his wife park there two big vehicles ONE is a [redacted], plate number: [redacted] and the other is a [redacted], plate number: [redacted] they take up most of the space to park. Then another vehicle pulls in and I am block in for at least 20 minutes at a time. We are at your location everyday because we are a vending machine company. We like your facility because it is clean and nice, great prices too.I have reached out to your regional office and they state to me that we cant do anything because he is our boss. What to do, [redacted] we need your help.Desired Settlement: Please have a chat with him about where to park, maybe ONE vehicle in the loading dock instead of two, something has to change. What a crazy problem to have at such a GREAT location. It would be a shame for us to move out.

Business

Response:

January 17, 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] regional office, followed up on the information Mr. [redacted] provided. She informed our office she apologized to Mr. [redacted] and explained parking for our customers will no longer be blocked.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $30 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 [redacted] 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 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.What is amazing is that after six months of complaining I am happy to see that this might just be resoled, thanks again for taking acction. You cusoter who alwasy pays on time.Thank you [redacted], very cool the work you do.

Regards,

Review: Rented a truck from U-Haul on 7/20/2013. When I picked up the truck it had slightly less than a quarter of a tank of gas in it. The form they gave me showed that the tank was a quarter full. I mentioned this to the attendant who told me not to worry, as the discrepancy was minor.. I drove the truck exactly 5.6 miles, put a half of gallon of gas in it and returned the truck (we used it to move from 1 house to another that were 1 1/2 miles apart. When I returned the truck the manager told me I needed to put more gas in it and if I didn't U-Haul would charge me $18.00 to replace the fuel I used. I refused since a half gallon of gas more than covered the less than 6 miles I drove this small, 14" truck (I assumed it got 12 miles per gallon). He then proceeded to charge me the $18.00 plus an additional $30.00 for a "refueling" charge. On top of that he charged the rental tax on the additional fuel charge - creating a total additional extra charge of $53.40 to drive 5.6 miles in a truck that rents for $29.95 per day with a standard mileage charge of $0.89 per mile. That works out to a total cost of $18.30 per mile.Desired Settlement: Refund the additional gas, fueling fee and rental tax totaling $53.40. They should never have charged me for this. Anyone looking at this would find it clearly inconceivable that someone would use 4 gallons of gas when driving less than 6 miles - not reality.

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern AZ, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $53.40 as requested. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My family and I rented a truck and a trailer to move to [redacted], a 14 hours drive. We left [redacted] at 6 pm hoping to be in [redacted] Saturday Morning since it is about a 14 hours drive. To start with the truck was filled with cigarette butts and sun flower seed.As it got darker, we realized that the headlights are horrible and we couldn't see a thing add to that the fact that the dash board lights will not turn on at night.So we stopped and spent the night in Minneapolis, it took us 8 hours from [redacted] to [redacted] because we could not see a thing.Same thing happened the next day were we had to spend the night [redacted] for the same reason, could not drive at night. We finally got to [redacted] Sunday morning, spending an extra 30 hours on the road and paying more money than expected on hotels and gas.TO make things worse, the customer service number on the contract never answered our calls.As I got to [redacted], I went to return the truck and trailer and told the lady my problems, she agreed with me and submitted the truck to be worked on and fixed ( I did not mention steering wheel issues, tires issues, the list could be HUGE).So I called a number that the U-Haul lady gave me here in [redacted], and I was approached by a lady in the name of [redacted], which reported the issue to the area field manager Mr. [redacted]; who offered me a 40 dollars uhaul certificate for my troubles, as if I WILL ever use U-Haul again. When I declined it he sent me an extremely unprofessional email from a "manager". This is the worst rental company I ever dealt with.Desired Settlement: Refund me hotel money and the extra hours we had to spend missing work and paying extra gas being stuck in traffic during the day.

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. He informed our office he had the truck in question checked and found the dash lights had only been shut off. When turned back on they were in workable order. The truck has been on many rentals since Mr. [redacted]’s rental. Mr. [redacted] will be submitting his extra hotel expense to Mr. [redacted] for reimbursement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a 14 foot truck from this location on Saturday 12/14/2013. I decided to also take the insurance option that was offered as well @ $14.00. I had also rented a four wheel furniture dolly from them for $7.00. The truck was brought to the front of the store the sale person opened the back door and threw it in. He gave me no instructions and simply walked away. I returned the truck on Sunday morning @ 9:10 AM. The gentleman that was assisting me noticed the "standard" furniture dolly was missing when he inspected the truck. I told him he might be in my garage and I would look and return it that day. He "closed" the contract with my charges totaling $346.66. I never was presented the opportunity on Saturday to inspect the vehicle to determine if the dolly was present on the truck. I checked in my garage and the dolly wasn't there. I contacted the people who unloaded the furniture at my home and they indicated they didn't use a dolly. I had made two stops to pick up furniture. One was a private residence and he I witnessed him use his own dolly. The second location was a furniture store and I was inside when the items were loaded. I had to wait until Monday to check with the second location and they advised me they used their own dolly to load the furniture. I called the U-Haul location and advised I was unable to locate the dolly and the person I spoke with said they would check with their manager and call me back that day which never happened. I called several days later and asked for the mgr to call me and she never did. I assumed there wasn't an issue based on the fact I never heard back after 2 attempts on my part.Without my approval or notification the mgr credited my debit card back the original $346.66 and then charged the same card with that amount plus $75.00 for the non-return of the dolly. I saw the charges when I reviewed my online banking statement and immediately called and spoke with the manager [redacted]. She said I was liable as it was my duty to inspect the truckDesired Settlement: First, I feel the business operator should instruct their employees to review the equipment included on the vehicle and then allow the customer to inspect it prior to leaving their premises. It does state in the contract that is my responsibility however I have never rented a truck this size and didn't know the dolly was part of the existing equipment.Second, the business owner should NOT be allowed to any apply charges to my card without prior notification or my ap

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back in order to personally address her concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####. She 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,[redacted]Executive AssistantU-Haul International

Review: On 8/29/14,2:59p I rented a trailer from this location.A staff lady hooked it up to the back of my truck. Soon after I loaded the trailer,my daughter&I proceeded to Wisconsin.Once on the busy HWY 45 Bypass in Jackson,the trailer suddenly detached from my truck&started to jackknife across both lanes for several minutes,slamming into the back of my truck several times throughout,almost causing several accidents.I finally gained enough control to stop the jackknifing while slowing down my truck to a complete stop.Hence, we were stopped in the left lane blocking traffic.I got out to assess,(where speeds reached up to 55mph)noticed the trailer was only attached by the chain& scratches on my bumper.I called Uhaul location to be told I needed to call for a repair.In the meantime,two utility workers pulled over to assist;assessed the pin was missing.They picked trailer up,reattached it with a bolt&nut which allowed temporary fix enough for us to move to a safe location.I called for repairs which took an hour.Repairman also assessed pin was missing;had to go buy one.Altogether,making us two hours off schedule.While on the HWY,trailer constantly squeaked&bounced around to where we only went 40-45mph all the way to Wisconsin,now five hrs off schedule.I called CS to make a complaint&explain why I needed to return trailer to current location due to the issues.Rep stated fees could not be adjusted unless trailer is returned to location&they call corporate.While at Milwaukee location,staff immediately wanted to detached trailer despite telling them I had an issue with the hook up.Meanwhile I'm now inside making the complaint with [redacted] whom was very rude,dismissive,didn't assess the issue,nor call corporate.His only solution was to hitch the trailer back to my truck or charge me outrageous fees for a less than 24hr rental for a faulty trailer.I called both WI & TN corporate offices([redacted])to no avail.I was apparently charged hidden fees from Milwaukee&unfair fees from Jackson&my truck is scratched.

Product_Or_Service: Trailer

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Due to the negligence of the Jackson location, I would like a full refund. Due to the reactive instead of proactive approach as well as poor customer service & hidden fees from the Milwaukee location, I am asking for an explanation & breakdown of fees assessed. I am willing to only pay Milwaukee a flat rate fee for the return of the trailer ($84.40).

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our South Eastern Wisconsin Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the hitch pin came out in Tennessee and was also fixed in Tennessee. Ms. [redacted] drove 600 miles then insisted she be able to return in Wisconsin after she was done using the trailer. Ms. [redacted] explained there are no issues with the trailer and in fact has continued to be rented without incident. Ms. [redacted] has been advised 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.

It appears U-haul is not taking responsibility nor being truthful about the events. It also appears that this [redacted] staff member has wrongfully assumed what my plans were for the trailer along with miscalculated and misrepresent my mileage in an attempt to not take responsibility for the issue at hand in order to make it more convenient to fabricate the actual events that took place. First of all it is incorrect that I wanted to return it to Milwaukee due to being finished with it. In fact, because of the faulty hook-up and trailer damage to my truck due to U-haul's negligence, I had to use another vehicle to move items back to Tennessee that following Monday that were supposed to be in that trailer. Hence, the plan was to return the trailer to the location in Tennessee NOT Miliwaukee. If I wanted to return it to Milwaukee all I had to do is tell them that in the first place. I did not plan to return it to Milwaukee, because that was NOT my plan as [redacted] implied. I was directed by customer service to take the trailer to the Milwaukee location so they could assess the situation after I finally arrived and told them the trailer didn't seem safe as it was making concerning noises during the long, slow ride back to Milwaukee. Milwaukee U-haul did not do the assessment, but unhooked the trailer and refused to call corporate as customer service directed me to ask them to do once I arrived. They can choose to resolve this complaint to my satisfaction or I will fight for the cost to repair the scratches caused from their negligent hook-up that was already proven to be performed by their company, which is the catalyst of this complaint. Furthermore, the estimates for the scratches on the back of my truck supersedes the price for the rental. More importantly, [redacted] fails to address the issue that initially started the problem. The pin was determined to have never been installed during the hook-up, which caused the breakdown/crash. Just because it was "fixed" does not make them less negligent for the subsequent events that took place after the faulty hook up which caused a huge inconvenience in addition to causing a time sensitive scheduling conflict. It doesn't appear that U-haul cares much about customer satisfaction which speak loud volumes after the disrespect and lack of empathy I have received during this ordeal over the phone and in person. Their best practices, standards, and quality of service expectation must be very low considering the whole dynamics of my experience with U-haul.

Regards,

Business

Response:

September 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and should post on her 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: see Attached documentDesired Settlement: see Attached document

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern MA, reviewed the information Ms[redacted] provided. She informed our office she sent Ms[redacted] an email offering her apology for the inconvenience her and her family experienced and explained she had issued a refund as full reimbursement in the amount of $314.53 back to he[redacted] Card account. The credit should post on her 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