J.R.J. Tara Corporation

Review: I scheduled a Uhaul pick-up in my town four days before my move date(2/12/2013), and was promisied a truck on Sat (2/16/2013). I was called on Fri (2/15/2013) at approx one oclock and told that I was not going to be able to get a truck and I would have to move my move out day back. I told them that I hadgiven my credit card number and was promised to have a truck after going back and forth over the phone for almost an hour I was told that I could travel over 50 miles and pick up a truck in [redacted] SC. I was told that I could do a one way rental and retun it in [redacted] SC. I was given a 8:00 am pick up time, I got lost and arrived at 8:30 and there was no one there to help me untill 9:15. I was not informed that I would need to put down a hundred dollard deposit since I was going to do a one way rental. I was also assured that I was going to recieved my deposit back in cash once I retuned the truck. I returned the truck at the drop-off location on Sun. When I returned to the drop off location on Monday I was told that I was being sent a check for only $20.00. I have been back and forth on the phone again trying to see why I was charged for an extra day and not recieved the proper amount back and in a TIMELY manner. Every person I talk to has a diffent answer and I still dont have a resolutation.Desired Settlement: I want to receive my proper refund of my deposit. I will NEVER use UHAUL services AGAIN!

Business

Response:

February 22, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office two separate checks totaling $58.00 were mailed to Ms. [redacted] and should be received within the next 10 business days.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her 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 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 b

I did recieved both check but and due more of a refund. I put down $100 in total for a deposit and should only have to pay $1.64 for the four extra miles I used and $18.00 for difference in the amount of gas that I returned to truck with. I am due at least $30 more dollars of my deposit. The VIP offer was recieved but WILL NOT be used I WILL NEVER use Uhaul services again. NEVER!

Regards,

Business

Response:

March 6, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message explaining he voided the VIP Certificate and issued her a check for $30. She should receive the check within the next 10 business days.

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: LOTS OF PROBLEMS. AN OUTRAGEOUS AMOUNT. THE ISSUES ARE IN CAPITAL LETTERS. IT IS LIKE UHAUL IS UNABLE TO DO ANYTHING EFFICIENTLY. Last time I went down to pick up this order, which I believe was on 3/2/13, (Issue #1) U-HAUL CLOSED EARLY. I called my Westfield, MA U-Haul store on 3/23/2013 around 6:15pm. I spoke with "[redacted]" (pronounced: "[redacted]") who unbeknownst to me was actually at a "call center". (Issue #2) I asked [redacted] whether this was the Westfield, MA location. She answered in the affirmative, FAILING TO TELL ME THAT SHE WAS IN FACT AT A CALL CENTER. I asked [redacted] whether she had my extra-large moving box in stock. She confirmed there were 212 in stock. I asked [redacted] whether the Enviro-Bubble box, 100'x12", was in stock. (Issue #3) She confirmed that there were 2 in stock. (IN ACTUALITY, WHEN I WENT DOWN IN PERSON, NONE WERE IN STOCK). (Issue #4) I told [redacted] that I was trying to place an order with a gift certificate online, BUT THERE WAS NO PLACE FOR ME TO INPUT THE GIFT CERTIFICATE NUMBER ONLINE. (Issue #5) I then asked her for the status of an order I had placed online on 2/17/2013, Order# [redacted]. SHE COULD NOT FIND MY ORDER IN THE SYSTEM. (Issue #6) I asked [redacted] whether my online order had been refunded or whether I would have to place it again. SHE COULD NOT TELL ME WHETHER MY ONLINE ORDER HAD BEEN REFUNDED OR WHETHER I WOULD HAVE TO PLACE AN ORDER AGAIN. [redacted] wanted to know whether I wanted [redacted] to call me. But I told her that I'd go down to the store in person today. (Issue #7) I even had to provide her with the part number to look up, BP8, BECAUSE [redacted] COULDN'T FIND THE ITEM FOR SALE (Issue #8) I asked [redacted] for the size of the Enviro-Bubble box itself because I was concerned it would not fit inside my sedan BUT SHE COULDN'T PROVIDE THE DIMENSIONS of the box in which the bubble wrap was contained. When I went down to the Westfield, MA U-Haul store in person on 3/23/2013 around 6:40 or 6:50pm, (Issue #9) [redacted] HAD NOT ABILITY TO LOOK UP MY ONLINE ORDER IN PERSON HE CLAIMED. (Issue #10) [redacted] WAS NOT FAMILIAR WITH ANYTHING [redacted] HAD PROMISED TO CONTACT HIM ABOUT. (Issue #11) [redacted] claimed he COULD NOT INPUT MY GIFT CERTIFICATE either. I would have to pay with cash or credit card. But during checkout, however, [redacted], was eventually able to use my gift certificate. (Issue #12) [redacted] couldn't find the 2 large Enviro-Bubble boxes I was looking for. UHAUL KEEPS POOR INVENTORY CONTROL. A customer in the store at the time with me COMPLAINED to me that "[redacted]" (or possibly another woman at the call center) was misrepresenting her location to him as well, that is, making it appear as if she were in Westfield, MA in person. The customer told me he didn't know she was at a call center either. [redacted] checked the back room but HE COULD NOT FIND MY ORDER TO THE ENVIRO BOXES. (Issue #13) [redacted] COULD NOT GIVE OUT REFUNDS for orders placed online or FOR ANYTHING. He wasn't the employee authorized to do this he claimed. I WOULD HAVE TO COME BACK TOMORROW. (Issue #14) [redacted] WAS NOT FAMILIAR WITH HOW TO INPUT MY GIFT CERTIFICATE IF AT ALL. (Issue #15) [redacted] CLAIMED HE DIDN'T KNOW HOW TO PLACE AN ORDER WITH THE GIFT CERTIFICATE. I asked for a manager. (Issue #16) [redacted] claimed that there was no manager there at the time. The good thing though is that [redacted] was apologetic and polite. None of this seemed to be [redacted]'s fault. The UHAUL corporation/franchise itself from local to corporate is very, very poorly organized. So, don't scapegoat [redacted] for everything. [redacted] just claimed that he is simply not the person who sets up orders and issues refunds for online items. Well, why not if that's the case? I came home and called UHAUL on 3/23/2013 around 7:46pm. I called the Westfield, MA number but was transferred to the call center in Arizona. [redacted] answered my call. [redacted] stated that he wasn't in the Westfield, MA office. I asked [redacted] for the status of my master order number (Issue #17) BUT HE WASN'T ABLE TO FIND IT. (Issue #18). [redacted] transferred my call to another department, Customer Service, since [redacted] was in SALES AND RESERVATIONS. [redacted] answered my call. I gave him my order number but HE WASN'T ABLE TO FIND IT. He was with the "truck and trailor line", not the moving supplies. I asked Alexandar for a copy of the recorded phone calls but (Issue #19) NEVER RECEIVED THEM YET.Desired Settlement: Issue #1: Don't close before the stated business time Issue #2: Tell your Call Center employees to stop misrepresenting their genuine locations. If they're truly not in Westfield, then don't imply that they are. I was asking about my particular order, not inventory only. Issue #3: UHAUL keeps poor inventory. I'm not sure whether it's the local store's fault, the computer system, or corporate. Issue #4: There needs to be a way to enter gift certificate codes online. It is very inconvenient to be forced to use the coupon codes in person. I mean, these codes are GIVEN OUT ONLINE. It doesn't make sense. Issue #5: Why wasn't anyone ever able to find my order in the system? Why? Issue #6: Why wasn't [redacted] able to tell me whether my order had been refunded or whether I would have to place my order again. Couldn't she have looked me up by name or something? Issue #7: It should not be difficult for phone reps to find parts. Issue #8: UHAUL must publish the actual dimensions of the items on its website. It is impossible to determine whether these items when flat will fit inside my Sedan. Or for items like the Bubble Wrap, I needed to know how big the box in which they were contained was. Issue #9: All store employees need to have the ability to look up orders that were placed online. And refund online orders too. Issue #10: The call center should have gotten in touch with the local store. Issue #11: All store employees need to know how to enter in gift certificates. I mean, if I cannot use them online or in the store, then how can I use the gift certificate? Issue #12: Again, poor inventory. Issue #13: Alls store employees need to be able to issue refunds. How am I, the customer, supposed to know when an employee who is authorized to issue refunds is or is not available. This doesn't make sense. You have the store open but the employee is not able to process orders to issue refunds? Issue #14-15: Same issue with the gift certificate. It got resolved after much persistence on my part. Issue #16: No manager available to handle issue. No manager in person or over the phone. Why not? Issue #17-18: Corporate Call center was not able to find my order on the weekends. This is inconvenient. Issue #19: Have not yet received a copy of all the recorded calls I was promised.

Business

Response:

April 4, 2013

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

We always appreciate and welcome customer feedback. Communicating with our customers allows us to realize what programs are working and what areas need attention. Our records indicate a copy of the requested call was forwarded to Mr. [redacted]. A message was left for Mr. [redacted] on or about March 27th but no record of a return call documented.

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 4/15/2013 I ordered a hitch and made an appointment to have installed on my car for 4/22/2013 at 2PM. I made arrangements to take the day off work so I could have this service done. I arrived at 2PM on 4/22/2013 only to be told that the last job was running behind. I waited two hours. At 4PM I was estimated that this last job would take yet another half hour. Other commitments prohibited me waiting any longer, and I left. (The installation of the hitch on my car was estimated to take an hour to an hour and a half.)Not a bit of remorse was shown by the employees for the inconvenience, or the fact that I lost a day's wages for nothing.Desired Settlement: I would like an official apology from UHAUL for the wasted day and loss of wages, as well as an offer of free installation (labor only) of the hitch.

Business

Response:

April 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a VIP Certificate for $60.00 to cover the installation labor for the hitch.

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 UHaul in [redacted] on May 3,2013 to move to [redacted]. Packing was really slow. When I started to drive, the truck would start to buck like the truck and trailer were going to separate. I had to slow down to under 40 MPH just trying to gain control of the truck. I pulled off the road at the first town in Wyoming and called the emergency road service with UHaul to tell them about the truck. He would not believe me and said there was not anything wrong with the truck. He said all I had to do was let the truck sit for awhile and then drive it around slowly. He was not going to send anyone out because he knew that there was no problem with the truck. I couldn't take the driving anymore so I had to get a room. It was just under $100.00 and it delayed me another day. Come to find out, the guy didn't make a record of me even calling in. So when I tried to explain to UHaul about the circumstances they had no proof I even called. I got to the Denver area late and couldn't find a house in a day so I called UHaul regarding the extra time. 2 ladies named [redacted] told me not to worry about it. I could have the truck until Monday May 13 but if I went over that time I would have to pay $40.00 a day plus insurance. I said ok. I got to [redacted] ave. in Denver to return the truck on May 15th. So, I thought I would be charged for 2 days. They opened a dispute#[redacted] and said they would contact me within the week before anything was done. Instead, they charged my credit card $370.58 and never got back to me. I don't think this is right. I agree I owed for the additional 2 days but they soaked me. And never let me know.Desired Settlement: I believe that I owe for 2 extra days at $40.00 a day plus insurance since that is what I was told on the phone as I drove here. I was charged extra miles which didn't count the 32 additional miles I was given. The total doesn't add up to $370.50 and I don't believe that they should be able to charge whatever they want and NOT what was agreed upon. There are so many additional charges that I don't understand. Thank-you for looking into this matter.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] rented the U-Haul truck on May 3rd with a due date of May 7th. On May 7th Ms. [redacted] contacted U-Haul to explain she did not believe she would be able to return the truck on time due to the fact she did not have a house yet. She was advised of the late fees. On May 10th we made attempts to reach Ms. [redacted] and it was at that time she was given 3 extra days, which gave her a total of 10 days for the rental. On May 13th Ms. [redacted] contacted us again and said she still needed the truck longer. We offered her a month of free storage to store her items until she found a place to live and so that she could return the U-Haul truck to free it up for other reservations we had pending. She declined and kept the truck for two more days. Ms. [redacted] was given 3 extra days at no charge and then charged for the last extra 5 days at $40 a day plus 121 extra miles and also Safemove Protection for the extra time. Extra charges at drop off are as follows:Truck (5 x $40) $200.00Miles (121 x .40) 48.40Safemove Protection 70.00Tax 42.18CO rd. safety program 10.00Total extra charges $370.58Our 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: THE FOLLOWING NOTE IS MY COMPLAINT AS WELL AS WHAT I SENT TO U-HAUL DIRECTLY:

I'm 100% done with your company and I am contacting my Lawyer to do further investigation into yours all practices. I recently rented a truck from you all and kept it for longer then expected (as most movers do) and ended up paying a rate the is just unbelievable for the time I had this truck. I was very poorly informed that I would be paying the $14 Safemove charge DAILY and not one-time. I was not informed that I was to be charged $1 PER MILE and lastly to top everything off, my credit card went dead because I had ordered a new one but did not activate that one and was using my old still and your representative called me being VERY rude and even saying "what the [redacted]" while trying to update my card (i was extremely polite and can give you the conversation verbatim should we need to take it a step futher) ... However, I'm not out to get that person because I was the BIGGER person and she changed her attitude after I made it clear that she was being unprofessional. Bottom line of this whole situation is yes, the customers should be aware of everything [redacted] is involved in however it is STILL the companies job to review this info with whom you are doing business and hold a certain etiquette with the public that you all are dealing with. I feel that I paid entirely too much money for the time I had rented your truck and it's robbery. After reviewing others complaints online It's clear to me that your company has reached the tipping point and is waiting for your heir to UN-thrown U-haul as the top moving specialist. P.S. this isn't the first time I had an issue with you all ripping me off either, the first time I had rented a truck and got cheated out of $25 dollars in gas and had another rude representative on the phone AGAIN. I'm not a rude person and I'm not a cheater, my track record will prove this without tarnish...I'm a person who stands up for himself and others. Thank you and I will be contacting the Revdex.com.Desired Settlement: I would like to have $294 dollars refunded back to me for the extra 21 days I was paying for the $14 safemove charge that was presented as a one-time fee ( I had the truck from 5-13-13 through 6-3-13 and for the $25 that U-haul took from me for gas money I was not responsible for (a younger representative did not do the paper work correctly even after I questioned the notation of the gas hand at the time of rental) last time I rented a truck from them 2 years ago. I would also like one of two other complaints to be addressed. I would like to hear about or meet at least one nice and pleasant U-Haul worker. U-Haul is not doing well in customer service what-so-ever because they are currently almost a monopoly and he company knows this.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted]provided. Please be assured we realize there is never an excuse for rudeness and it will be addressed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] informed our office that Mr. [redacted]signed a rental agreement on May 13th for a one-day rental. The rental agreement clearly showed all the potential charges inclusive of the daily rental rate, the per miles charge of .99 and the Safemove Protection fee of $14 per day. Mr. [redacted]kept the truck for 20 days, which during this period our U-Haul Center modified his contract 6 times to accommodate him. Mr. [redacted] mentioned that in Mr. [redacted]s letter to your office he stated he kept the truck for longer than expected, "(as most movers do)", which is an indication he was fully aware of his actions. The fact that his credit card expired is not the responsibility of U-Haul. After reviewing this incident, we feel our center personnel did nothing less than accommodate Mr. [redacted];s rental needs by extending his rental half a dozen times. All charges on his contract are correct. It is standard procedure for the center personnel to review the potential charges with all of our customers and it is also required that our customer review the contract before signing and present any questions that are unclear. Mr. [redacted] relayed that a refund was not warranted.

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: To whom it may concern:

Last friday June 7th, 2013 I called the nearest u-haul store to my work office and was transferred to what I believe is a centralized phone system, though they could pull up information about my local store. I asked the telephone representative if they had boxes in inventory, and proceeded to reserve six (6) boxes at my nearest retailer. She confirmed they had inventory, and confirmed reservation and assured me she would communicate with local store. I have an extremely tight schedule, and had limited time to get this done, I drove out to the retailer shortly after hanging up the phone and making the reservation. I was then driving around for at least thirty minutes trying to find the u-haul store, parked, walked and could not find it. I then called the same number back for directions, and the same woman confirmed the address and only when I said "I don't see any u-haul signage anywhere" she said "Oh, I'm sorry, it's called [redacted]". This is my first issue with what happened that night. When I called to make a reservation at an authorized u-haul retailer, which is fine, when confirming that reservation the first thing someone on the phone should have said should have been "By the way, the name of the store is not as it appears to be online, this is where you are going". We spent about ten minutes on the phone, and only when I called back and asked very specific question did I receive such important detail.

When I arrived at [redacted], they did not receive my reservation and I specifically asked for her to request to put the boxes on the side as I was in a huge hurry. Not only did the store owners not receive my reservation, they did not receive any communication from u-haul, nor did they have any boxes in stock.

As one can imagine, I was extremely frustrated. Therefore I called back and spoke with phone representative about the miscommunication that had just occurred, and pointed out these issues with their alignment. The response I received was extremely dismissive. This was an opportunity for someone at the customer service level, to bring up bigger issues to upper management. Though not necessarily her job description, I understand that, but a somewhat proactive approach or at least a proactive response to sending a loyal customer on a wild goose chase to a zero inventory not-labeled u-haul store would have been appropriate.

I hope that from this anecdote upper management, or whomever is responsible, is able to reach out to those customer facing staff and gather feedback from them and also encourage their staff to bring up issues they see day-to-day to properly manage the expectations of your new and repeated customer.

I've used u-haul services for all my moves, including this past one, not only for materials but also van rentals and expect to be treated with a bit more respect, caution and the customer in mind. Not wasting an hour and a half of my time to only find out your system reflect wrong inventory.

With that being said, I was forced to buy my materials at a retailer with extremely inflated prices costing me $60 dollars instead of what would've cost me $12 at u-haul. I would like to be reimbursed for the additional cost of $48 dollars.

I appreciate your time and hope to see bigger and better things from u-haul in the future.Desired Settlement: I would like to be reimbursed for the additional cost of $48 dollars.

Business

Response:

June 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted]provided. He was unable to locate calls made by Ms. [redacted]into our Call Center with the telephone provided. Please be advised that U-Haul does not make reservations for boxes or any packing sale items.

As we value Ms. [redacted]as a customer, Mr. [redacted]sent her a $40 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: UHaul has completely screwed us over for our move on Sat., they sent an email on the 19th saying our rental was moved to a location 10 miles away, which adds 20 miles round trip, they WILL NOT comp us for the extra miles we have to go to get the truck. Not only that but instead of the 12:30pm pick up time we agreed upon we are not able to pick up the truck until 5:15pm. The only other option besides going from a 24' truck to a 10' truck (which would mean extra trips and still having to p/u 10 miles away, and would be impossible to fit our stuff in) is to get a truck at the location we wanted, but not until Monday and THEN it is only available from 8am to 5pm. I called on the 19th when I received the email which was completely wrong from the location we requested to the time we requested and was told to call back to day the Thurs. the 25th and they would be able to fix it as they would have more trucks in by today, also if not they could have a truck moved from the further location to a closer one. NOPE no other trucks available and NOPE they don't move trucks from one location to another. There is a $50 guarantee if the truck you want is not available at the place and time you requested. However, if you do not cancel your reservation as soon as you receive the email, you have "agreed" to the changes they made. I did not cancel because they told me to call today and they would fix it. I will add that just now after my 6th call to customer service today the lady who answered said she could give me a VIP Certificate for $50 off that I could use on Sat. So, this will cover the mileage and gas, but it took 6 very upsetting calls to get this and we still have to get the truck at 5:15 instead of 12:30.

Product_Or_Service: Truck Renatl

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

At this point since I was finally given a "VIP CERTIFICATE" on my 6th call to their customer service department today. I want nothing further from them. I just want the Revdex.com to be informed of the terrible customer service and their policy on the stated $50 guarantee on their website. Nobody in the local customer service depts. or corporate customer service depts. wanted to help at all for 5 calls. I was treated very poorly. Until the 6th call, w

Business

Response:

July 28, 2013

Revdex.com ID#[redacted]

U-Haul Ref#[redacted]

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

Please be assured we have directed the information Ms. [redacted]provided to our President for the U-Haul Company of Northern CO to ensure proper procedures are being followed locally and also that our customers are receiving the quality of service they have come to expect and deserve from U-Haul. It is only from communication with our customers that we realize what programs are workng and what areas need attention, therefore, we appreciate Ms. [redacted]s feedback.

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 took possession of my ubox fully 3 weeks ago. They were supposed to deliver it within 10 days of them taking possession but still have not. I have called and spoken or left messages with several people. No one I spoke with helped me, and the people I left messages with will not return my calls. They also deleted all of the order information and my contract off of the website. Luckily, I have hardcopies of everything.Desired Settlement: I would like my thing delivered with a partial refund.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] chose to unload some of his items from his U-Box on site on August 13th. He had relayed later in the day he would return to remove more items. Our GM of our U-Haul Center contacted Mr. [redacted] and asked if there was anything further he was requesting and Mr. [redacted] replied that he had no further issues.

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: Hi,

I made a reservation with UHAUL for a pickup at Saturday morning on 24Aug. I even got the confirmation email after the reservation:

You are scheduled to pickup your equipment at [redacted] on Saturday, August 24, 2013 at 9:00 AM.

After that I made all the arrangements like movers etc. for morning time. I am also paying movers for the morning time.

Now the Uhaul has changed my reservation without my information and they are saying this is not a confirmation.

Because of this I will be losing lots of money . time etc. And if I get a truck at different time , I will not even have movers to help me out.

I contacted them several times. They never pick the phone. Customer service people were misbehaving. Everyone is asking me to contact different person.

I got a confirmation email and a confirmation number: [redacted].

Now they are simply not accepting it and leaving me in a situation where I cannot go anywhere else.Desired Settlement: I want that I should get my truck for the time I reserved it and from the same location. I also want to get compensated for the problems that they have caused and the time I have spend calling them.

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. [redacted], We have received your complaint in regards to your rental on August 24th. We apologize for the miscommunication in regards to your rental. What we can do is offer you a 17' truck at our [redacted] for 9:00am. I will send a confirmation of this via email so that you can have that stores information on hand for Saturday morning. We will issue you a $50 Reservation Guarantee for the inconvience and hope that this helps smooth out issues with your move. Please let us know if you have any further questions at ###-###-####. Best Regards, [redacted] Traffic Control Manager U-Haul Marketing Co. of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented Uhaul van that then needed repairs that took 19 hours to complete (spanning 2 of the 3 days the van was rented); they refuse to credit 2 days

I rented a Uhaul cargo van from [redacted] on Friday August 9th at 9:00 AM; and returned it today (Monday August 12th) at 9:00 AM. I rented it to transport inventory and fixtures from my business to and from the [redacted] on those days.

Within a block of this location the tire light went on--turns out one tire was nearly flat and two others were low. This dealer was completely unresponsive and unsympathetic to my call for assistance, made mid-day on Friday, after I inspected the vehicle. My message to [redacted] went to voice mail and no one responded--at all, not even to say call Roadside Assistance.

Their excuse? They're running three businesses from this location (a used car lot, a garage and Uhaul rentals) and can't be bothered with service issues, even though they are the ones who benefit most from Uhaul rentals such as mine.

Uhaul Roadside Assistance, which they rely upon for service, was a joke, too. It took from 2:00 PM Friday to 10:30 AM Saturday to get a tow truck to the van to change the tire and put air in the other tires. Meanwhile I missed two opportunities (on Friday evening and Saturday morning) to make deliveries to my booth at the [redacted].

When I returned the van [redacted] made no accommodation on my charges for the two days the van was unusable, due to their poor maintenance. They charged me for a full three days of use, even though the van was unusable at the times needed on two of those days. They are completely unapologetic about this situation and have referred me to Uhaul for satisfaction of my issues, a giant waste of my time. This is unacceptable, if they can take my money, then they also have the ability to give it back in a situation that is so clearly due to their lack of vigilance in maintaining the vehicle.

Also, this van, with less than 4,000 miles on it, smelled badly of smoke--it was just disgusting. Needless to say, perhaps, but I won't be renting Uhauls again on the basis of this experience.Desired Settlement: I believe I am owed a refund of $67.58 (i.e. 2/3 of the $101.37 I was charged for the three day rental), which should be credited to the [redacted] credit card with which I paid. They will attempt to refund with a voucher for future rentals, but this is unacceptable, as I will not be renting from Uhaul again and feel I should be compensated in the same manner in which I paid.

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good Morning Ms. [redacted], I've received your information regarding your recent U-Haul rental. First, I'd like to apologize for the delays and inconveniences you experienced. After reviewing your rental notes it seems we dropped the ball with assisting you get your move completed in a reasonable amount of time. I've refunded your request of $67.58 back to your [redacted] card used for the rental. Your frustration with this situation is understandable. Our goal is to make moving easier rather than complicate it - we've failed with your rental. I see you've spoke with the Area Field Manger regarding this move, I will follow up with him to ensure he's spoke with dealer on how to handle these situations to get our customers on their way. If there's anything further I can do to assist you please let me know. Thank you, [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: My husband and I recently rented a U-Haul pick up truck. We used the truck to transport a few plants from [redacted] to our home (only about 9 miles). We returned the truck early the following afternoon. When we received the bill we were charged a $25.00 fee to clean the vehicle. My husband called to find out what this was about and to dispute the charge but didn't get anywhere. We then called U-Haul customer service and filed a complaint. The manager of the store called me back today and I explained to him that the truck could not of been "dirty" in anyway other then possibly a branch or some leaves in the bed of the truck. It was not stained, muddy or filled with any kind of debris. None of the employees said anything to us about the truck being dirty when the truck was returned; had someone said please remove the branch and/or leaves that may have been there, my husband would have done so without hesitation. For them to call the truck dirty and charge $25 to clean the truck is just ludicrous. The manager I spoke with today offered me a $25 credit to use when I rented again but with the run around we have been given with this issue I will not be renting from them again. He was also quite sarcastic and said I should sell the voucher to a friend or family member if I didn't want to use it.Desired Settlement: As I said I do not want a voucher I just want the $25.00 credited back to my account.

Business

Response:

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

Mr. [redacted], our President of our Long Island regional office, followed up on the information Mrs. [redacted] provided. Notes documented in the rental contract state the back of the truck had to be cleaned out due to plant debris. However, in the interest of customer good faith, Mr. [redacted] sent Mrs. [redacted] an email advising her of a refund for the $25 cleaning fee. The refund should post on their 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: On Friday, September 13, I picked up a truck I reserved at the U-haul dealer [redacted] on [redacted] My contract number was [redacted]. I reserved the truck online and when I showed up to pick it up, the man behind the counter handed me the keys and said, "Here you go!" I wasn't given any paperwork to review or sign. The gas tank had just under a quarter of a tank of gas and the digital readout read, "49 miles to empty." I put $25 of gas in the truck for my move. When I returned the truck the next day, the digital readout now read, "84 miles to empty." I thought this wouldn't be a problem. When I turned the truck in, they went to check mileage and fuel and told me that I needed to put more gas in or I would be charged. I told them there was more gas in the truck than when I picked it up. They told me I should have looked at my contract when I got the truck, except I didn't get one. The man behind the counter quickly ran to the back office and told me, "It should be in your email now." Well, now it was but the gas gauge was not correct. I told him that wasn't right and he said I didn't have a choice and I had to put fuel in if I didn't want to get charged. I put $10 worth of gas in and left.

To make this worse, I have called and emailed U-Haul's corporate office and left a message for the district manager to call me. So far, no call backs! I believe this was handled unprofessionally and would like a resolution.Desired Settlement: I would like for this matter to be addressed so that it doesn't happen to another customer. If you think about it, what was to stop me from asking them to prove I even took possession of the truck and not pay at all? It's clear this location doesn't know what they are doing and need to be coached on customer service and proper business practices.

Business

Response:

October 2, 2013

Revdex.com ID#: [redacted]

U-Haul ref#: 484901

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 Mr. [redacted]was not charged for fuel, only the truck rental and mileage. She did issue him a refund for $10 due to computer documentation back to his [redacted] account. 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

Review: I have been promised a $50 credit/refund since the beginning week of August. Uhaul has advertised a reservation guarantee if your vehicle is not received at the location and pick up time I agreed to which was the case for me. I have spoken to customer service, the regional manager several times and once to corporate escalations who all promised me that I would either receive a $50 credit towards my bank account or a check. All have failed to keep their promisesDesired Settlement: $50

Business

Response:

October 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for ou[redacted] regional office, followed up on the information Mr[redacted]provided. He contacted Mr[redacted]and explained he had already issued a refund for $46 on August 6th, which was the entire amount of the rental. Mr[redacted]made his move with the U-Haul truck and was refunded the full amount. Mr[redacted]asked for his gas expense of $20 and Mr. [redacted] said he could work with that request on a future purchase, however, Mr[redacted]declined.

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: was charged and extra day for a rental. had four days to retyrn equipment and I didn';t even have it 24 hours. business could have checked security cameras to confirm this but will not or neglected to. also charged for insurance which I have a receipt shoeing that I paid it at time of rental.Desired Settlement: refund all money that I paid for the extra 3 days and charge me for only one day and drop the extra charges that are completely ridiculous.

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage at Chinden Blvd, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] signed the contract with a due date of October 24th at 9:16am. The Tow Dolly was not returned until the evening of October 24th, thus the charge for a late fee. In the interest of customer good faith, a refund for $30.74 was issued back to Mr. [redacted]’s Master Card account, which 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:

THE DOLLY WAS RETURNED ON THE 20th PERIOD. YIU ARE EITHER TOO LAZY TO REVIEW YOUR VIDEO CAMERAS OR THE CAMERAS DO NOT ACTUALLY WORK AND YOUR NOT WILLING TO ADMIT IT. EITHER WAY YOUR BUSINESS PRACTICES ARE EXTREMELY SUBSTANDARD UNFAIR AND A GENERAL WASTE OF TIME TO YOUR CUSTOMERS

Business

Response:

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

Mr. [redacted] rented a Tow Dolly on a one-way contract, which includes a one-way flat fee. We don’t charge by the day on a one-way rental. The days allowed is generous to allow for any unexpected delays or detours during the move. We would rather our customer not have to rush to their destination just to return the equipment on time. Mr. [redacted] states he returned the Tow Dolly on the 20th, the same day he rented it. He still rented it one-way and is responsible for the one-way rental fee. If he had rented the Tow Dolly on an in-town rental, he would have been charged for the amount of time he kept the Tow Dolly but would have had the inconvenience of returning the Tow Dolly to the same location he rented from. I apologize if there was a misunderstanding on how our rental rates work and the amount of days included in his rented, however, Mr. [redacted] is not due back a refund.

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: On Nov. 5th 2013 at 8:30 am I need it to rent a pick up truck, I went to close by location they didn't have the pick up truck, instead the sales person offer a 10' for $29.95 for full day and a charge of $0.79 for every mile, when I drove the truck in the highway I discovered that the the alignment of the truck was off I had to drive only 35 MPH in the highway the truck was all shaky and moving side ways, it was very dangerous drive I feared for my life every second, I returned the truck before finishing the job at 11:30 am, I complained to the sales person about the alignment, he smiled in my face and didn't take it seriously, and said I will let them know about the problem with the truck, but still he charged me for the mileage and for full day rental the total of $100.30 for 3 hours only.Desired Settlement: I couldn't complete the job, I had to get another truck and pay $60.00 for the owner to use his truck

Business

Response:

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

[redacted], our President for our Detroit regional office, followed up on the information Ms. [redacted] provided. He advised our office he confirmed the truck Ms. [redacted] rented was in need of a repair after her return and we appreciate her feedback. We must rely on customer feedback in order to keep our equipment rental worthy in between our routine preventative maintenance checks. Mr. [redacted] spoke to Ms. [redacted] and also sent her the following email:

Per our conversation today U-Haul will be reimbursing you $100.30 that was charged on your card for the truck you could not use. Thank you for choosing 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: Uhaul triple-confirmed over the phone that We could pick up our truck at 8AM, then changed to 4:30PM last minute, completely ruining our careful moving planning which cost us significant time and money, as well as requiring us to purchase a hotel room.Desired Settlement: Payment of any additional charges, payment for inconvenience, and payment of hotel fee's, payment of gas, and complete and total refund of all charges.

Business

Response:

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message requesting a call back in order to personally address their concerns and offer a resolution. Ms. [redacted] relayed that they booked a one-way reservation and explained they were never scheduled for an 8:00 am pick up. They were scheduled into inbound equipment that was due in at 4:30 pm. Ms. [redacted] called into our Traffic Department stating she wanted an earlier pick up and was advised she would be contacted if something came in earlier. We were able to provide Ms. [redacted] with a truck at 3:30 pm. In the interest of customer good faith, Ms. [redacted] would like to offer a refund for $50 when they call back.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented a Uhaul trailer on 11/26/13 from Uhaul in the Memphis district. Once loaded and on the road, the tires began to deflate and caused the trailer to sway and drive terribly. I contacted the Uhaul customer service line several times and road side assistance. I was informed that I could put air in the tires and then get with the Uhaul location that I was turning the trailer in to regarding the issues and a refund on the unit. I also stopped at [redacted] and one of the technicians spoke to the Uhaul roadside personnel about the problems. When I arrived at [redacted] to turn the trailer in, I was informed that I needed to speak with the Memphis District office. I also requested that [redacted] ([redacted]) call me regarding my issues. I never received the call. On Monday, 12/6, I contacted Uhaul again with no response. I called 19 times on 12/6 in regards to this matter. I finally reached the Memphis office and requested a call from [redacted]. [redacted] called and was very rude and refused the refund. [redacted] never returned my call until today. She states she never received a message. Her receptionist emailed her while she was in Nashville regarding my concerns. On today she refused the refund as promised by Uhaul Customer Service. I then requested a call from her supervisor and she stated that she was the President of the company and that there was no one higher than her. The company has leased defective equipment and failed to honor the customer service guarantee and provide poor communication in resolving this matter.Desired Settlement: Refund in the amount of 85.69 for defective trailer and failed support of the equipment and committed resolution.

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [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

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [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 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.]

Regards,

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I recently rented 2 units from u-haul moving and storage and upon my due date of payment I went in to the location to see what the details were on moving out. the associate at the desk told me that as long as I had my belongings moved out by a certain date I would be ok. come to find out because the dates she had given me were past my payment date I was not able to gain access to the facility. when contacting another associate regarding the units, they explained to me that I was past due and I would not be able to open my units or access the facility until the payments were made. if I had known that I would have had the units emptied and closed out on the first trip, but because of the wrong info told me I was stuck paying the full price in addition the late fees and still cant move out until the payments were made. I dont feel that I am obligated to pay based on the information given to me by the associate.Desired Settlement: allow me to move out with no additional charges or fees.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained they made courtesy calls on January 8th, 12th and 15th advising him of late fees due to his account being past due. She had also personally spoken to him previously regarding his move out date and relayed he would need to move out by the due date or pay for another month due to the fact the rental is a month to month rental fee and we would not prorate if he moves out early. In the interest of customer good faith, Ms. [redacted] offered to apply a charge for only the 10 days he was in the unit and Mr. [redacted] accepted the adjustment.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 was involved in a car accident with a UHAUL van Nov. 30 2013. I did as someone was suppose to file claim with UHAUL's insurance company. They proceeded to want my information of vehicle, 2 estimates, injury release document signed and returned, pictures of my damages on vehicle, drivers license etc. I sent ALL information to UHAUL's insurance company [redacted] and received a letter that they would be responsible for injuries/damages. I chose to wait until after the holidays to get car fixed, I then called [redacted] to get my car into the shop Jan. 2, 2014 and the company informed me that the vehicle was under investigation and reported stolen and UHAUL's contract was breached by the person renting the UHAUL. [redacted] CANNOT get a hold of driver, nor can UHAUL, nor can I. I fought with [redacted] to just cover the damages on my vehicle that are under $1,300, my personal medical is taking car of our injuries of me and my 3 children who were also involved. [redacted] holds true to their word that its a third party accident and are not at liberty to give me the date the UHAUL was reported stolen. Dead end. I proceeded to turn around and call UHAUL AND FIND OUT POLICIES AND RETURN POLICIES and what I should do in a situation like this. A customer service manager was very helpful to his knowledge there is a process to recovering a "stolen" vehicle or piece of equipment. I was gave a GENERAL SCENARIO of what the insurance company gave me. The contract of the Van was Nov. 8-9th. If the van or piece of equipment is NOT returned in a week period UHAUL REPORTS IT STOLEN TO LOCAL AUTHORITIES AND STATE AUTHORITIES ETC. In this process of getting a hold of the person who rented and breached contract, UHAUL calls, or sends a certified letter, or has a UHAUL representative drive to location to try to contact customer and or recover van/equipment. GENERALLY could take up to a week for the process Im sure other situations longer.

After finding this helpful information out I was told to have a police investigation done ( I am currently trying to get a hold of Officer who came to scene ). I was told that Equipment Recovery would be more helpful on how the process works and how UHAUL can help because UHAUL sees this all the time and they do help people in my situation. I thanked the representative in customer service who's knowledge again is not a whole bunch and he transferred me. In speaking with Eqpts Recovery, the lady there was like talking to [redacted] a brick wall. At one point in time she DID attempt to take my name and the UHAUL truck number to see what information she could tell me, she came back to phone and said CONTACT [redacted]. I then asked for a supervisor or email to Corporate Office. I was then put on hold and spoke with Joel who claims he is in Corporate office. Joel informed me that he could not give me any information on if a truck or piece of equipment is stolen and I AM THE VICTIM IN A ACCIDENT WITH THEIR TRUCK and or piece of equipment. I explained that at the the time of the scene of my 911 call that the on call officer did NOT treat it like a "STOLEN VEHICLE" criminal act.

At the time the officer took my name, info, and children info and said I was free to leave the driver of the UHAUL needs to be taken to UHAUL for further information to be collected. The truck WAS returned to UHAUL Nov, 30,2013 and the UHAUL COMPANY in [redacted] let the truck go. According to information that [redacted] adjuster told me that I personally think either slipped out or was not truth was the truck was RECOVERED AT AN ABANDONED parking lot DEC. 4 2013. Nobody's story with this company adds up, nor are they willing to speak to me, I asked for them just to pay the lower cost estimate out on my vehicle. [redacted] adjuster said the van is just a vehicle with a UHAUL'S name and they are not at liberty to pay if a vehicle is stolen or a contract is breached. The gentleman also told me to think of how many days UHAUL WAS AT A LOSS OF MONEY that they could not rent to another family or customer. That is not my problem. Im at a loss too. I use MY insurance policy and pay my deductible of $500.00 my premium goes up because its a "3rd party accident" . In the long run I LOOSE money as a mother trying to survive with her children. UHAUL made up for the loss plus no damage to their vehicle right after it was recovered. At this company nobody is caring nor cares for someone who did NOT put money in UHAUL's company pocket. Also the Corporate gentleman did inform me that the customer service representative that only was trying to help a helpless person out will be spoken to and im sure reprimanded for speaking with me (the call was monitored and he said it would be tracked). I think that is very unfair but I am not even a customer at this point nor will ever be. I am currently seeking legal advice with an attorney here in [redacted] who would like to guide me, and it looks like I have to take UHAUL, [redacted] (U hauls personally owned inc co) and the driver to court. Also the renter of the vehicle has no contact information to get a hold of her. They don't look very well into who they rent to. How I see this as a victim, is you can rent a UHAUL for 24 hours, and not return it go around causing accidents until either caught or done and the victim who was hit by the OWNERS OF THE VEHICLES UHAUL is not at fault.Desired Settlement: All I asked for was my car to be fixed estimated costs are $1,300 or less with the second estimate. I do NOT WANT injury reinbursment, or rental or anything else just my car to get fixed.

Business

Response:

Thank you for forwarding Ms. [redacted] concerns to our office.Please be advised that the equipment involved in the accident was out of contract at the time of the accident, therefore, the contract is void. Third party liability coverage is not provided if there is not a valid contract in effect at the time of the accident. The last contract before the accident indicates the U-Haul van was rented on November 18, 2013 and due be back on November 22nd. When the equipment was not returned, a proper checklist was followed to get in contact with the lessee and retrieve our equipment. A demand letter was sent on November 27th and then on December 3, 2013 the van was found abandoned in a supermarket parking lot. Loss occurred on November 30, 2013. I’m sorry, however, U-Haul cannot be held for any damage or loss to Ms. [redacted]’ property.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: Jan 2, I go to pick up the truck at 10:30am, and I am told that another customer still has it. They knew it still wasn't on the lot the night before. I know this because I heard them talking about it. Now I reserved this truck a week in advance. When I go to pick it up I expect it to be there. I have a tight scheduled to follow. Especially if I am moving. I was then told to go to a different lot to pick up a different truck. It took the lady an hour to get the program on her computer working so that we could leave. The truck was also a mess. There were muddy foot prints everywhere. Getting the truck back to a U-haul lot was a lot more complicated then it should have been. The place where we were originally supposed to drop it off was closed. Had we picked up the truck at the right time there wouldn't have been an issue. So I phoned U-haul and they told us to go to another location which was also closed, and didn't have a 24hr drop box. So I had to phone again and ask for another location, and we finally were able to drop it off. I phoned the next day to ask about the deposit and was told they would send me a check in the mail. I phoned around mid Jan to ask what was taking so long for it to come, and I found out the check they originally sent went to the wrong address. So we "fixed it" and they said they would send another one to the right address. A few days later I had someone from U-Haul phone me and tell me that they would give me an extra $50 for all of the trouble that that I've been through. Now I contacted someone the other day about the other check(deposit) that was sent out, and they told me that it was returned to them on the 3rd. I just went to the Marine Drive location about an hour ago, and the lady there said the address they sent it to was the wrong one again.Desired Settlement: I want my deposit refunded.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] and [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she corresponded with Ms. [redacted] by email and Ms. [redacted] has received her deposit refund.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