J.R.J. Tara Corporation

Review: On nov. 14 I rented a U-Haul truck. I rent a U-Haul periodically to haul trash to landfill. When I rent a truck I always get the recommended insurance so that Im covered in case of an accident On nov. 14, when I was bringing back the truck I backed into a car causing minor damage to the car. When I called the U-Haul insurance they said they don't cover my liability because I only got the basic coverage and it only covers medical. In my contract that I signed it states that I am covered with the minimum protection required by the state of Ak. and that I am liable for any liability that exceeds the minimum limits of protection. I think it is a reasonable assumption that when you buy insurance, unless it is stated otherwise, to expect it to cover liability. when you get this insurance you don't have to inspect the truck because they tell you your covered, but never say or imply other liability is not covered. I had to pay $900 to cover damage to car, out of my pocket, when I had already paid for insurance. I did receive an accident report from u-hauls insurance (repwest insurance) but I didn't waste my time filling it out because the adjuster from them already told me that they only cover medical. I feel like U-Haul scammed me, if I had been informed in any way when I paid for insurance that it only covered medical I wouldn't have wasted the money!!!!!!

Product_Or_Service: rental truckDesired Settlement: DesiredSettlementID: Refund

I feel that I am entitled to get a full refund of the $900 that it cost me to cover the damage to the car that I backed into. I am not asking for anything to cover my time and aggravation this cost me, just the out of pocket cash. I also think that U-Haul should change their business practices and inform people about this insurance coverage, or change the coverage to cover what it implies.

Business

Response:

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Anchorage, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained all options and documents were provided at the time of rental. Mr. [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection.

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 tried to reply further on the e-mail that I got from Revdex.com, but the only thing that I found that I was allowed to do was download a file, which I don't have a file to download. As I stated in my original complaint I feel that I was misled by the employee of U-Haul and the wording of the contract. The contract stated that the coverage I paid for covered me for the minimum required in Ak., the person behind the counter said that I didn't have to inspect the truck for previous damage because I purchased the insurance. U-Haul manager of that store did call me but she basically told me that the information was available for me to read when I signed the contract. And that they won't reimburse me for the $900 that I had to pay to the owner of the car I backed into. I still feel that I have been wronged by U-Haul. I will fax you a copy of the contract, thanks. until we talk again,thinking of you[redacted]

I will NEVER rent from U-Haul again. This was, by far, the poorest customer service I have ever received. The customer service representatives were rude, including the managers. The telephone disconnected over six times when I first attempted to make a reservation, resulting in my having to call back NUMEROUS times. Furthermore, when I attempted to get compensation for my trouble, I was lied to regarding receipt of my VIP credit in time to apply to this rental, as I did not receive it until AFTER I returned my rental. When I complained about that, I was told I was a manager would contact me within 48 hours. I did not receive a call from them until six days later, Sunday, March 17, 2013. The Assistant Manager I spoke with was rude. I told her I did not want the VIP certificate, as I had NO intention of rental from U-HAUL again. I want compensation back for my previous rental. She said, no. I then asked for my complaint to be escalated further and her response was, "No, I will not. I will be the last person you will speak with about this" in a rude tone. I told her "We will see."
I recently rented from [redacted] Truck Rental. Their customer service was FAR superior to U-HAUL. Furthermore, even though they are more expensive, I will pay for better customer service, as they refunded me, on their own accord, some of my rental fee due to the rental process taking two hours. I reported U-Haul the Revdex.com and will be sending a copy of this message to your corporate office. I don't want any VIP Certificate, I want compensation for my RECENT RENTAL. There is no way I will EVER use or recommend anyone else use U-HAUL. Therefore, your certificates do nothing to resolve this issue.

We reserved a 16ft uhaul to go get items from IL to MI. We reserved it about 2 weeks in advance. We were set to leave at 7am on Saturday. 2pm the Friday before I get a call from Uhaul that they do not have a truck for us to use and we can reschedule or cancel. There was a reason I scheduled it the day I did. We needed the truck that day. They lady on the phone was very rude and didnt care that this was a huge inconvenience. So not only did I have just a few hours to find a rental truck to use the following day but I also had to find a storage unit as the Uahul rental came with 1 month free storage. We ended up using budget rental and we were very pleased. I will be using them when we move as well. I would never use Uhaul again!!!

This letter is to the people that are thinking about using u-haul.

I call it the nightmare from hell !!! I live in [redacted]. We wanted to have a hitch installed on our suv, so I called the u-haul on [redacted] Dr., and set up an appt. ,,I was told to bring our truck in on a friday and it would take about 2 hrs. I said that would be just fine, cause we were going to missouri for the day and they could have the truck all day. We dropped the truck off at 10:00 am that morning and told them that we would pick it up around 4:00pm.When we returned to pick up the truck, we called to see what the status was and we were told that they were still working arrival we find that it had never been moved nor touched! Now what most people don't know is that if one calls U-haul and lives right across the street from u-haul, you will get a call center in Arizona. There were many angry customers in that store, because there was only 2 people working, and one was a trainee. So I just asked for my keys and left, pissed off, I contacted corporate head quarters and a nice Lady, who said her name was April sent us a $25.00 gift certificate for our troubles...That is part one,,,,, So this morning we had another appt. at the u-haul on [redacted]. Again we dropped the truck off at 10:00am, about an hour later we received a call from u-haul which then the man said your truck key is stuck in the ignition and won't come out. Now your battery is drained and we are charging it up. My wife drove our other car back to u-haul. When she got there she put the truck in park, and the key immediately came out. No vehicle’s key will come out if it is turned off not in the correct gear such as PARK!! In the process of trying to get her key out, the ignition switch cover fell off on the floor. U-haul then informed us that they would charge the battery and would call us when it was done. We did not receive a call so we went out there to find the car parked in the lot without receiving a call. When we talked to the service rep., he then said that they would not be able to install the hitch because the transmission switch was broken. “HUH” It was the ignition switch and what does that have to do with the back of the truck where you are putting the hitch on. If you were able to park it in the lot, that let’s me further know that it was able to start and be moved!!!! Where is the professionalism in this. I will strongly recommend that others use caution when thinking about U-haul. As for me, I will never, never, ever use U-haul services again and will recommend them to anyone else. I am very disappointed because of the lies and wasted time. U-haul has a large name but also has a very large problem.

On 05/31/2014 I went to the Uhaul on Fulton Industrial in Georgia to pickup the truck that I had reserved. I arrived a little after 8am. The truck was given to me by [redacted] and she explained that I should make sure the gas is correct. I checked the gas, but I failed to check the mileage. I drove to my house, which is 3.8 miles..8 minutes from the location. When I checked the mileage, I discovered that the mileage was 111403.5 instead of the 111319.7 that was listed on the receipt, which is a difference of 83.8 miles. I immediately contacted [redacted] and told her what happened. She thanked me and she said she would make a note in 2 places on the contract so that the manager ( [redacted]) would be aware. I also sent a picture of the mileage to the manager ( [redacted]) at 11:38am on 05/31/2014. When I arrived at 5:14pm the manager was not in. I returned the truck with a mileage of 111433.1, which is 29.6 miles. When I went inside the location I was greeted by a male African American who scolded me for being late and he said that he might have to charge me for another day. I questioned him because there was nothing stating that I would be charged another day for being 3 hours late due to finding movers.(original movers cancelled). I asked him if I had to be charged for another day could I keep the truck..He replied that I could not keep the truck because he had another rental at 9am. He began to check me out and he mentioned that I drove 113.40 miles. I asked him was there any notes in the system about the discrepancy, but he replied that there were no notes. He called [redacted], the manager. [redacted] told me that he would close out the contract on Monday after he investigated the mileage. He then asked the employee if I was paying in cash, but I was paying with Debit card. I told [redacted] that I needed to know what I was being charged for, but he refused to close the contract. I wondered if I paid in cash would he have wanted me to bring the cash back on Monday? On 6/1/2014 I noticed that my card charged 75.00 for the move and another 79.32. I called and left 3 messages for the manager to call me, but he did not. I contacted customer service at 5:05am on 06/03/2014 to discuss the charges, but instead I was greeted by an extremely rude and condescending employee named [redacted]. [redacted] only stated that she would start a report. She refused to answer any questions or assist with any resolution. I decided to call back to the location on 06/03/2014 @ 8:51am. I spoke with [redacted], who was very nice and she stated that she would give the message to the manager. I finally noticed where the 79.32 charge was finally taken off, but the 75.00 charge was still on the account. Based on my mileage and truck use I should have only been charged 63.40 total. 29.95 for truck..29.6 miles at .99 cents a mile and 7 percent tax. It is unacceptable that a so called manager would conduct himself in such a manner. I will never use another Uhaul truck and I will be sure to let anyone I know of my horrible experience. I also wanted to share that the manager held the charges on the credit card from 06/01 until 06/04 so that the charges could not be disputed. I had to delay a car payment that I was scheduled to have taken out of my account.

I returned a 5x8 trailer to the 1790 Silverada location on 10-26-14 at 10:30am. I realized on the 28th when I was done packing that I had left a very sentimental item in the trailer. I called to ask if they had recovered it and the guy I talked to told me, "yes, they did find it but someone had taken it home." No one had even contacted me during those 2 days to let me know they recovered the item. After going back and forth I finally received a phone call on 6-5-14 that they could not get the item back from the employee who took it. I just moved my entire life from Oklahoma to Nevada and to have something so sentimental just stolen from me hurts and has really put a sour taste in my mouth with this experience. I will never do business with a company who hired people who steal or take things like this so lightly.

After researching a variety of moving companies/options, we decided to choose U-Haul's U-Box - which is a pod shipped for you after you pack it. I did not have any communication with the company, the local branch that should have delivered my U-Box or U-Box/U-Haul's main branch. On the scheduled day of arrival, I called U-Haul, confirmed the delivery - they told me it would arrive at 6PM. The box did not show up. I called 2 more customer service representatives, as I was hung up on once and spoke to someone through the livechat online service. They told me there was nothing to be done. I call again to the local branch the following morning. The woman who answered the phone said she would "call right back in a few moments" - 45 minutes later, I called back. No one in the office - which was supposed to bring the U-Box to me - knew anything about the U-Boxes except the manager. They told me I would have to wait and call him myself. So, after my delivery did not arrive and I spent hours on hold to speak with people who could not provide answers, I cancelled my order. Customer service was unapologetic and did nothing to resolve the situation. It was apparent that they could not care less whether or not they had my business or if their customers had a pleasant experience. I would not recommend U-Haul after the added stress they've caused with my move.

Review: Regarding Reservation Contract# 27293424: I reserved a uhaul 26' truck several weeks before my move. I called Uhaul the day before to find out where I would pick the truck up at for my "In-Town" move. After 19 minutes on hold (2 calls-I hung up after 12 minutes on hold on the 1st call), I was informed that my truck could be picked up 37 miles away (in Monticello Iowa)(the Des Moines Regional Office employee told me they would give me a discount to compensate me for the 1 1/2 hour drive time (round trip). I arrived at the Monticello Iowa location at 8:25AM the next morning (they opened at 8AM). As I arrived I saw the one and only Uhaul truck pulling out of the lot. I was told that they tried to call me (they did not and I had the phone in my pocket), and that I was only reserved for an in-town move and the other guys wanted to go to Missouri. The Monticello location did nothing to help me. I called the Des Moines Regional Office and after a short hold they came back on the line and apologized and told me they located a smaller truck (20') that I could pick up back in Dubuque Iowa (where I originally wanted to pick up) and that I would receive a $50 credit plus a significant discount on everything else. The Dubuque office was very nice, but it took almost an hour to get checked out because Uhaul's computer server was "down". After all of this rediculous experience, I received an email with the final charges and the only discount I got was $5 off the rental of a dolly. Unbelievable. I have used Uhaul for more times than I can count and for at least 20 years and I will not use them EVER again unless they make this right! By the way, I emailed the Uhaul customer service "review" and received no answer. JohnDesired Settlement: A refund and an apology would go a long way towards convincing me that Uhaul still cares and that this was an isolated incident concerning a few bad employees.

Business

Response:

October 26, 2012

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

Mr. Tony Tweed, our Field Manager for the U-Haul Company of IA, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the problems he incurred. He assured Mr. [redacted] he would be addressing the issue with our Monticello U-Haul location to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Our records indicate a credit for the $50.00 Reservation Guarantee Fee was issued back to Mr. [redacted]' Master Card account on October 3rd and should post on his next credit card statement.

As we value Mr. [redacted] as a customer, Mr. Tweed also sent him a $100 VIP Certificate that can be used toward a purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have already received the VIP Certificate as well as the $50 credit to my Credit Card Bill. Most importantly, Tony offered his apology on behalf of Uhaul for the bad experience in Monticello! Tony was professional and convinced me that Uhaul values me as a customer.

Regards,

Review: I ordered a trailer hitch for $129 which I was told was rated as class II and could tow 3500 pounds, and which was to be special ordered because the U Haul either does not stock them or no U Haul stores in the bay area had any in stock. It was to arrive a week later (today, June 18, 2012) and be installed by U Haul today so I can leave tomorrow, June 19. I put a down payment over the phone on my credit card, of $50. When I looked at the invoice a few days after ordering it, I discovered that although I was billed correctly for $129, the hitch was rated only for 2000 pounds. U Haul apparently sells the hitch for 3500 pounds for about $100 more. I made plans based on their price of $129 for a 3500 pound hitch to be delivered and installed today. I am not willing to pay more. The invoice has the name of the U Haul employee [redacted]. [redacted] told me, when I complained about it, that shed could see by the notes or paperwork that I was to get the 3500 pound hitch (class II is what it is, if I recall, and I will refer to it as a class II hitch henceforth) for $129. She could not figure out how they made the error. It appears there is a descrepancy in their own notes or paperwork. [redacted] said Friday, June 15 2012, that she would look into it, and call me back today. As of 1 PM I have not heard from her, nor been able to contact her at Richmond U Haul. I called customer service at about 12:30 PM today. I was told by the representative that she would get a regional manager on the line with her so we could resolve the issue and I would be sold the class II hitch for $129. She did not want my phone number, saying it would only be a second, and suggested I just stay on the line. The phone line was put on hold. About 30 seconds later a person picked it up. The person did not know anything about a regional manager; I don't know in what office they were working.Desired Settlement: I have been angry about this whole mess, and when I called the 800 number for customer (national) service a second time, they hung up on me instead of transferring me to the appropriate person.I called a third time, without anger in my voice, and said I needed to talk to someone high up in the corporate management. The person asked what was the complaint about. I said it was about a trailer hitch. I was not placed on hold this time. She hung up immediately. They owe me a class II for $79.

Business

Response:

June 26, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Bay located in Oakland, CA, followed up on the information Mr. [redacted] provided. She informed our office she discussed the issue with Mr. [redacted], our GM of our U-Haul Center that did the hitch installation. When Mr. [redacted] realized Mr. [redacted] wanted a 3,500 rating hitch instead of the 2,000 rating hitch that was put on the reservation, he had one overnighted to his center for Mr. [redacted] at no additional shipping fee or charge for the difference in price of the hitches. In order to accommodate Mr. [redacted], Mr. [redacted] took the loss for the shipping fees and the price difference for the hitch. After the hitch was installed, Mr. [redacted] refused to pay for the labor costs to install the hitch and wiring and stated he was not quoted these fees when he made the reservation. Mr. [redacted] again agreed to not charge him the $80.00 an hour labor fee to install the hitch and wiring. Since Mr. [redacted] had placed a $50.00 deposit to create the reservation, Mr. [redacted] only charged him the remaining balance due for the hitch and wiring kit. According to the original reservation, Mr. [redacted] was quoted a total of $308.75 for a 2,000 rating hitch and in the end paid only $164.75. After a careful review of the information, Ms. [redacted] relayed that Mr. [redacted] was treated fairly and no further refunds or adjustments will 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].

The author of the response, [redacted]., certainly is mistaken that U Haul cares about their customers, as my complaint makes extremely plain - unless I am lying. For the record: She did not address any of my complaints, and is mistaken in believing anything other than what I wrote in my complaint.

Furthermore, I noticed when I went to pick up the car that there was a scratch to bare metal in the area of the door handle. I photographed the scratch with the door in the exact position beside the stacked hitch against which the U Haul employee hit the car door. It is clear even who did it: I asked the man who installed the hitch to get in the car while it was on the ramp in the identical position. He did, and does not weigh enough to depress the driver side to the lowest point of the scratch. I gave the car key when I dropped the car off to the man who told me he would be driving the car to the installation point (I asked, because my car has a manual transmission, and I did not want any mishaps). He weighs considerably more than the mechanic who installed the hitch - at least 75 pounds more, and my best guess is 150 pounds more.

I am willing to accept that I do not owe U Haul any further funds for the hitch and installation, but I state for the record the errors in [redacted].'s response and also state for the record the additional wrong doing concerning the scratch and cost to repair it; there were not enough characters allowed in the complaint form to include the scratch issue.

Thank you.

Business

Response:

July 23, 2012

Review: I rented a U-Haul truck #[redacted]K, for my move on June 1-2/12 on contract # [redacted].I also added the Savemove coverage #[redacted], which included damage to equipment, cargo protection and medical protection.Upon pickup of truck we asked if the truck leaked as it was raining out.Chris- the rep there said the last user didn't say so.So it was late on Friday night when my helpers came and we started to load the truck..had it back up to the garage and loaded the truck and even laid a blanket down at opening of truck in case any rain came in from end but was protected by the roof overlap.When we were half loaded Drew noticed that the roof was leaking.It was approx 10PM and we covered up my belonging and put plastic on floor too.WE continued to load as short on time and getting late.Drew drove the truck and mentioned the in interior cab also leaked by middle and my son had to hold a cup there to catch all the water coming in,once we got to my new location.As we unloaded the contents we noticed that one Queen size mattress, box of books, one shelf got damaged.There was a box of pots located under leak and pots were filled with water and also a box of sheets but those I just washed.It was 2AM then.We were tired and went to bed.The next day,another load in which nothing got damaged.When we returned the truck,we immediately mentioned to Chris the rep that the tuck leaked and a few items got damaged and she made a note on file "leaky truck".LeeAnn Coomber in claims dept 1-800-661-1069 ext 664274 called and asked what happened- told her and gave me claim # 00392820-2012, and she'd get back to me.They denied my claim because I should have called and reported the incident and they would have tried to get me another truck,as I was aware of leak only after half loaded and continued to use.I responded- no time and Chris had no other 26' truck.Barrie location was 45 min away and no time to unload and reload as so late already.Safemove states to complete damage report when return truck.Office was closed at 2AM.Desired Settlement: DesiredSettlementID: Replacement The mattress was worth $600 -bought 2 years ago. Shelf was $60 and new, and books $60.I am willing to take $350 cash or to simply replace all above which is more.

Business

Response:

July 25, 2012

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

We contacted RepWest Insurance Company in regards to the information Ms. [redacted] provided. We were informed Safemove Protection does not cover water damage, however, her concerns were sent to Chubb Investigation for further research and resolution. Her claim was assigned to Courtney Micucci and Ms. [redacted] can reach her at 888 368-8858, ext. 2106.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

My compliant is that the truck leaked and when you rent any vehicle you expect to to be leak proof. However a few items got damaged and I expect some compensation for my items that I listed in original complaint. Plain and simple..your truck leaked and caused damaged. If I had known then I just should have rented regular truck with no cabs.... Thought all my property would be protected with it being enclosed and all.

Thanks

Business

Response:

September 20, 2012

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

As previously relayed in my initial response dated July 25, 2012 to your office, Ms. [redacted]' concerns are being handled by Chubb Investigation. The name of the agent we were provided is Courtney Micucci and she can be reached at 888 368-8858. I would suggest Ms. [redacted] contact that office for status of her claim.

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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Since I used your UHaul to transport my goods and items got damaged..I believe you are liable. Forget whether I had insurance or not. Just the truck alone - leaked and wretched my items. You provide a service and the service is the use of your truck which should be in good working order and leak proof..as it was raining. Otherwise I would have rented just a reg. truck. My damaged total around $300. I am so disappointed in your company..

Review: I rented a 14' truck to be picked up across the street from me. I was called the day before and told:

1) I could only get a 28' truck.

2) I would have to pick it up across the city

I offered to accept even a smaller truck or anything else as I do not feel comfortable driving such a large truck (twice the size of what I had reserved). I was told there was absolutely nothing else available despite having reserved that truck size in advance. I also had specifically booked with them as there was a location across the street from me and I needed it early Sunday morning when there was not public transit.

Furthermore, as I was notified less than 24 hours in advance of this I did not have adequate time to switch to another company who could provide me with the actual service I required (a truck small enough I could drive it) as I had to move that day.

As a result, I suffered the following issues and financial repercussions:

1) I had to find someone who could come (drive from 3 hours away) and drive the truck for me.

2) I had to drive a larger truck 200 kilometers (of extra gas costs being twice as large)

3) I 30 minute drive each way to the alternate location (an extra hour of driving)

When I objected I received a call (after having already moved) to offer me a $25 gift card. I do not plan on moving again, rendering their offer useless, and also far short of the financial repercussions I suffered, let alone the hassle and difficulty to myself and the person who had a total of 6 hours driving to come help me with a truck too large to drive myself. As a result I refused their offer which was absolutely useless to me.

The reservation was for April 14th, contract number [redacted]Desired Settlement: I would first of all like an apology, something they never offered. And I would like recompense in cash or check to make up for my increased expenses, extreme inconvenience to myself and my helper, not to mention the immense stress I suffered finding out less than 24 hours in advance that I would need to find someone who could drive such a large truck or I would be unable to move out on the day I needed to. And I would definitely not like it in the form of a gift card. I do not either hope to move again, and definitely will not use the services of a company that does a bait and switch with their reservations.

Business

Response:

April 19, 2013

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

Mr. [redacted], our President for the U-Haul Company of Western Ontario, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and offered an apology and also a refund for $135 for the inconvenience he experienced and size substitution of the truck. The refund was issued back to his Master Card 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: On July 23, 2013 I have two U-boxes picked up from my home. On July 24th the payment of $2592.00 was charged to my credit card for transportation to Calgary. I had been told that this would take 10 business days to arrive and I should expect a call from the Calgary office on August 7th. August 7th I called the local office, which was forwarded to your call center in Phoenix and, they could not tell me where my U boxes were. I was told I would get a call back from the local office, this did not happen. I called again on the 8th, again the calls were forwarded to your call center, I left two messages that day for the local manager to call me and never received a call back. I filed an objection with [redacted] - [redacted] and then called the manager in [redacted], [redacted], who tried to call the local manager, she stated she left an voicemail and sent an email. But still no one knew where my boxes where. I finally received a call back from [redacted], the local manager, who stated this was the first time she was hearing about me and my situation. Which I find unbelievable, however, she was not able to tell me where my u boxes where. I received no calls over the weekend for any updates. I was told I would get a call on Monday for an update, I did not, I had to contact [redacted] again and again, and still at this time I was told they did not know where they were. I received a call on the 12th in the evening from [redacted] stating the uboxes where located, they will be delivered to her local location and I will receive a call by 8am on the 13th to let me know when delviery can be expected. I did not receive that call, once again I had to call the [redacted] directly and still she could not tell me when they would arrive. I received a call 4:00PM from [redacted] stating that she will call me when the Uboxes where to arrive, 5:30 I finally get that call and delviery can not be done that day due to the drivers log hours, as per [redacted]. She then informs me I will have delviery by 11am on the 15th. This does not happen, I have to call and email again delviery was finally completed at 1:30PM local time. 22 days after my items are picked up, they are delviered to my home. which of for 5 days U haul did not know where these where. I requested compensation on the transportation costs $2592.00 and what I received was a call from [redacted] stating due to the commission she made on the move I will only receive a credit of $126.60. That is an insulft.Desired Settlement: I would like to receive a full credit on the transportaton charges of this shipment. $2592.00 U Haul failed on the delviery service as well as on the customer care part. For me to have to continually call to receive updates is not acceptable customer care. I would like this resolved before the end of August.

Business

Response:

August 28, 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 Central Ontario, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and offered an apology for the inconvenience she experienced. He also relayed that a refund for $500 was issued as an adjustment on her U-Haul transaction.

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 was over-charged for the Uhaul trailer I rented from them and also charged a $50 cancelation fee on a truck that they messed the reservation up on. On 8/2/13 I rented a Uhaul trailer from Advantage Climate Control which is a UHAUL dealer. I dealt with Mr. [redacted] who is the property manager. The fee was $18.95 per day and I was charged 2 days of rental when I only had the trailer for one day. I also was charged $16 for insurance which I agreed to pay. [redacted] told me several times that if I had the trailer back by 7:00 AM Sunday morning 8/5/13 that I would only be charged one day rental. The trailer was returned approximately 11:00 PM on Saturday 8/3/13. I asked [redacted] how he would know I had returned the trailer and he advised they had several cameras monitoring the lot so he would know "exactly when it was returned". I was also charged a $50 cancellation fee on a truck that I never rented. [redacted] messed up the original contract and reserved a truck for me and not a trailer as he and I had discussed (see master order [redacted]). When I saw my email confirmation and a truck had been reserved I immediately called [redacted] and pointed out the error. He then reserved the trailer as we originally discussed. He said he would take care of canceling the truck order. It was canceled and I was charged $50 for his error. What should have been about a $34.95 charge to my credit card turned out to be a total of $105.65 ($50 cancel fee and 2 days of trailer rental vs the agreed upon 1 day). -I called [redacted] on 8/5/13 when I saw my bank statement with the extra charges and pointed out the error---he said he would take care of and credit the money back to my credit card. -I went by in person on 8/9/13 to review....his response was he would have to get with his manager about the extra day rental and the $50 cancel fee -Went by in person again on 8/13 to review....his response was the manager would be back Thursday of this week as she was in Tuscaloosa today getting equipment back -Went by in person on 8/21/13....his response was Michelle put the credit in as he saw her do it. He also indicated he had a message from the bank and he would call them back the next morning. -In person on 8/23/13 to review....his response was Uhaul had fixed the problem and that he needed to call both Uhaul and the bank to make sure this was fixed. -called on 8/27/13 and spoke with [redacted]....his response was "she (the manager) fixed it today and my money would be credited back to my account no later than Friday 8/30/13. I have not contacted them since 8/29 and here we are 5 weeks later and the money still has not been credited to my account. I feel that I have put forth more than enough effort for them to fix the problem they created. I was very polite and respectful each visit and each phone call. I feel that my only hope to get this resolved was to file a formal complaint with the Revdex.com. In my opinion, they should credit the entire $105.65 back to my account or pay me via cash or check as I have taken time away from work to get to this business prior to closing time so I could politely review with [redacted] in person.

I filed a complaint with the Revdex.com of North Alabama using Advantage Climate Control as the business and the response from [redacted] who leased the UHAUL equipment to me was that I filed with the wrong company and should have filed with UHAUL. My contract # was [redacted] from renting location: Adv Climate Controlled Stg- [redacted] Memorial Pkwy SW-Huntsville, AL 35803.

Phone ###-###-####Desired Settlement: A minumum of $70.00 but feel that they should refund the entire $105.65 to compensate me for time away from work and gas money driving to South Huntsville so I could discuss with Mr. [redacted] in person.

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern AL regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $78.70 as requested. The refund should post on his 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

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 a storge unit with UHaul, I had made a one time payment in Feb.2013. They kept my debit card on file. A couple months ago I got behind on my storge, they took a payment out. I let it go then. They did it again a couple weeks ago and caused overdrafts. Went to my bank they suggested that I try and work things out with them. I called and coustmer servies put a complaint to Reginal manager, and they would get back with me in 48 hours. I waited until the time was up and called they closed the complaint and I never to anyone so they reopened it. Waited another 48 hours and I once again had to call finally talked to two mangers and one stated that they would refund my money and give me the overdraft money too. Stated that it would be back in my bank in 2-3 days. That was wed oct 23. Still not in my account, called and spoke to a manger on monday and he stated that is in process. I called again today and he is not answer or returning my call. I never gave them promission to get in my account or set up auto pay.Desired Settlement: money they took out for back pay and overdraft fees,

Business

Response:

November 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muncie, followed up on the information Ms. [redacted] provided. He informed our office that Ms. [redacted]’s storage account was delinquent and to avoid extra fees, her credit card on file was charged for the storage rental. He did agree to issue her a refund for $68 in overdraft fees. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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 reserved a 14 foot moving truck on 4/26/2014, from U hauls Waupaca Wisconsin location:( [redacted].) The day before I called to confirm the reservation, to make sure the truck would be there at the scheduled time of 12:00 noon, they said yes. When I traveled there, 150 miles away, they said "We do not have the truck, someone must have double booked it." I was offered no option, or help other than, " You can call U Haul." I called U Haul, and was on hold for 45 minuets, and they said they found a truck in Omro Wisconsin, witch is 45 miles away. I hade no choice but to use U haul because I called all of the truck rental places in the area, and there were none available. So I went to get the truck, and used $10.61 in my car,(45 miles 2 ways) and $16.38 for the truck( 45 miles one way) The original quote I have from the online reservation, is $113.00 with the truck being returned to a Milwaukee location. I had to pay the U Haul in Omrow WI $153.30

I have receipts for all of these transactions

1. original quote contract $113.00

2. What I paid for the rental in the different location. $153.30

3. Gas receipts for my car and the truck $26.99 total

I contacted them about my refund of $50.00 for not keeping my reservation, and it was refunded. But they said they would not refund any other costs I had incurred.

The total I was out after the $50 refund is $17.29 I was told I would be called back 3 days max after I filled the complaint, but never was, and had to call them one week later.

At this point of wasted time, it isn't even about the $17.29 , it is about the absolute lack of professionalism, company wide, and their disregard for their customers.

I have no idea what the point of the Revdex.com is when companies like this can have an A rating.

I have no doubt that this company will loose more than $17.29 in future business, by me, friends, family, aquaintances, and others, once I use the wonderful interweb to give them a review.

Thank youDesired Settlement: $17.29, and get treated like a valued customer. wow imagine that

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP regional office, followed up on the information Mr. [redacted] provided. He informed our office he had previously issued a refund for $50 on April 28th to Mr. [redacted] and talked to him again yesterday, May 6th. Mr. [redacted] discussed Mr. [redacted]’s concerns and offered his apology for the inconvenience he experienced as well as advised him that he had issued him a VIP Certificate for $50 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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 told from Uhaul that I would receive a $50 VIP certificate. I never received the certificate.

Regards,

Business

Response:

May 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP regional office, reviewed the information Mr. [redacted] recently provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience. He voided the previous VIP Certificate and reissued a new one. He emailed the Certificate to Mr. [redacted] and then called him to confirm that it was received.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented 1 covered trailer for multiple days. I was told that my transaction was complete, and that we were able to hook up the trailer and be on our way. As soon as I got home, I received a call from an employee stating that the transaction was not complete and they needed more info and asked for my debit card # again. Was charged for another trailer of a complete stranger. Having issues with getting refund. Multiple calls to manager involved over a 3 day span. He says I should only have been charged for a certain amount, when in reality I was charged $69.08 more. Still no response. Waiting to talk with manager again.

Product_Or_Service: Covered Trailer

Account_Number: unsure since there wDesired Settlement: DesiredSettlementID: Refund

I want my refund for the amount that I do not owe, the $69.08.

Business

Response:

June 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Our records indicate a refund for $69.08 was issued back to Ms. [redacted]’s [redacted] account ending in 9326 on May 28th. 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 find that this resolution would be satisfactory to me. Since filing the complaint, I have received my refund.

Regards,

Review: My U-Box is damaged. There is a hole in the back wall of the unit, and the door does not seal properly due to a non-functional bottom key latch. These factors have contributed to mice entering my storage unit and leaving feces inside of it. I made the local U-Haul facility where my box is being stored aware of the issue and called the customer service center a few months ago and left a complaint. No action was taken on the part of the facility to resolve the issue. I have documentation of the complaint.Desired Settlement: I wish to be contacted by U-Haul to either arrange for the transfer of my belongings to another U-Box unit in good repair, or free delivery of the current U-Box to a local self-storage facility of my choosing so I may unload my belongings and there and terminate my rental with U-Haul.

Business

Response:

August 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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 rented two U Boxes in [redacted] and had them shipped to the U Haul Moving and Storage on [redacted]. I have never received a receipt for this despite providing my credit card number to personnel at the [redacted] location and being told I would receive one via email. I have also emailed U Haul customer service requesting a receipt and they, too, failed to provide one.Desired Settlement: I need an itemized receipt mailed (not emailed) to me for the above-referenced purchase.

Business

Response:

August 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided and sent him the following email in response:

[redacted], My name is [redacted] with the [redacted] regional office. I also left you a voicemail to clarify the card numbers on file. I will email over what I have so far which can also be seen on your [redacted] using your reservation number [redacted] and your last name. If this is not sufficient please let me know. I do apologize for the confusion as we thought you already received your receipts. My email address is [redacted] and my phone number is [redacted]. 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

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: On Tuesday August 26th my boyfriend made an online reservation for a trailer going from Perth, Ontario to Rockyford, Alberta. On Thursday August 28 he received a phone call saying there wasn't a trailer available to us in all of Lanark County. We started calling around to different Uhaul locations and found one in Richmond which was about an hour away. We called the location and confirmed the trailer was there and said we were on our way to come get it and the person said it would be ready in about 30 minutes. When we arrived we were told the trailer could not go one way but there was one available in Perth. When we drove all the way back to Perth we had to wait 45 minutes before we got a trailer. My boyfriend and I wasted an entire afternoon running around trying to find a trailer. I felt that it was EXTREMELY unprofessional and don't understand why we were told that there wasn't a single trailer available when there was one in Perth the whole time. We were home visiting family and wasted a lot of time and gas money because of Uhauls incompetence. I contacted the Uhaul Customer Service when we found the trailer in Perth to file a complaint. Uhaul then told me we could have $50 refunded because of the reservation not going through and that if we could pick up a trailer on September 3rd instead and in the Ottawa area we could have the trailer for $199 instead of $398. Now Uhaul won't give us that price because we picked up the trailer before September 3rd. We have to be in Alberta for September 2nd to go back to work. I am very frustrated with Uhaul and upset that they refuse to compromise and do not seem concerned in the least about the lack of customer service their company provided us with. I will not recommend uhaul to any friends or family nor will we be using uhaul again.Desired Settlement: I feel that it is more then fair that we receive the $50 refund for the trailer not being reserved and a refund of $199 for the inconvenience we went through.

Business

Response:

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

[redacted], our Executive Assistant for our Western Quebec Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he corresponded with Ms. [redacted] by email and advised her of a refund for $199 as an adjustment on their rental due to the inconvenience they experienced.

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

Sincerely,

Executive Assistant

U-Haul International

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: On 08/31/2013, I rented a 10' Moving Truck from this U-Haul location for the day. While at the location, I was told that the truck would cost $19.95 for the day, plus $0.79 per mile that the truck is driven. I also paid $14 for insurance on the vehicle. Before I was able to obtain the vehicle, Uhaul charged me $75 as a "security deposit". They told me that I would be refunded an amount of money based on the number of miles I drove the vehicle over the course of the day. They also told me that because I was returning the vehicle to the location after-hours that my refund would be processed the next business day. I paid the full $75 with my debit card, was given a receipt, and took the truck for the day, returning it after the store had closed as was expected.

A week passed with them having never refunded my account, so I called the location to inquire as to what the delay was. I instead was forwarded to Uhaul's customer service center, at which point I was told that although they could see my initial payment towards the vehicle, and the fact that the vehicle had been returned, that nothing had been processed on the vehicle in terms of a refund, nor had any information been put in upon the vehicle's return. They told me they did not have any further information, and that they would have the store's manager contact me by the end of the day. When I did not receive a call from the manager as promised, I called the very next day and was given essentially the same information. Again, no call from the manager as promised.

A few days later I call back and explain the situation. I was then forwarded to a different customer service representative, who told me that while she could see some information in regards to the truck's return, such as the number of miles and the amount of gas in vehicle upon it's return, she could not find a full breakdown of charges anywhere in their system. She also informed me that an amount of $11.55 was listed as the refunded amount, but again could not give me any details or a receipt of any kind, or any explanation as to why I had not actually received a refund to my checking account. I was told to physically go into the store and speak to the general manager on site.

I went into the store the same day, and told the individuals working the front desk that I was told to speak to the manager. They attempted to contact the manager, but upon not receiving any word back from him attempted to help me themselves. They were able to pull up similar information, in that they could find what I was charged initially, and that I should have been refunded $11.55, but again could not produce a breakdown of the charges, and could not tell me why I had not been refunded any money. I attempted to wait for the manager for roughly an hour, but decided to instead call customer services again in an attempt to further escalate the situation. Upon getting in touch with someone, they were eventually able to let me know that I could go in to the store again the next day, and that if I showed the manager a bank statement showing that I had not been refunded any money, that he would call the credit card processing department to try to get them to put the $11.55 back into my account. I again asked for a breakdown of charges, but was simply told that they could not find or pull anything up to give me an exact breakdown of charges, and that this was simply the "best they could do".Desired Settlement: This was obviously a colossal failure on Uhaul's part on so many levels, from customer service, to logistics, to record keeping. I'm simply incredulous to the fact that they seem to think that these business practices are acceptable. Not only are they completely unwilling or unable to provide a breakdown of charges that would show exactly what I owe for their services, but they are forcing me to go the extra mile in proving that they HAVEN'T done something. They are essentially holding my money hostage because they cannot keep their records straight.

I would insist that rather than punishing me for these completely ridiculous failures on the part of Uhaul, that the company instead refund me the full $75, and then charge my account once they can actually produce an exact breakdown of charges as well as an accompanying receipt of the payment.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear [redacted], I have received the forward of the information you had provided to the Revdex.com regarding your recent rental, and would like to sincerely apologize for the inconveniences that you had encountered. We have somewhat recently embraced hand-held technologies to speed the check in process along for our customers, which has been incredibly well received. From what I've been able to determine, the reason that nobody has been able to give you a good answer to your questions is that your particular contract kind of was, but was not "completed". The best we can come up with is that the signal dropped somewhere during the check in process, and although a "total" was determined, the system didn't log the amounts to get to the total, nor did it complete the transaction by tansmitting the refund of the $11.55 remaining from the deposit. I'm truly sorry that this happened, and equally sorry that we could not provide you with an adequate explanation as to why we could not give you totals. I am hoping that this email is an adequate explanation, even though I still cannot give you a complete breakdown of the charges within a rental contract receipt, as they simply are not there. By reviewing mileage and fuel levels of the truck before and after the rental, I've done the math and spelled out the break down of the rental charges below, however, for the inconvenience, I have issued a credit back to your card for the full $75.00, and we will not charge you anything for this rental. I again extend my apologies for the problems that you had encountered. If I can be of further assistance, please contact me directly, and I will do my best to assist. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York = Truck 19.95 Mileage 16.59 Safemove 14.00 Fuel 7.50 (truck left with 3/4, returned with 11/16) Tax 5.41 Total 63.45.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 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,