J.R.J. Tara Corporation

I reserved a tow dolly online thru Uhaul"s website. I made the reservation for Bennington Vermont a month in advance. 24 hours before pick up I was informed that the unit I reserved was in Glens Falls NY, approximately an hour and a half (90miles) from Bennington Vermont. I asked if they would have an employee deliver the unit to a closer more reasonable location, or reduce the rate I was going to be charged to cover my cost involved in driving 3 hours round trip to pick up the unit. I was told that they do that. I lost out on two days of work and the cost of the hotel I booked at my destination because I was unable get the equipment I reserved a month in advance. If Uhaul are unable to honor what they refer to as a reservation they should give more notice or be willing to come to a reasonable middle ground to honor their commitment.

Review: This company has been very rude since day one. The customer service and follow through are horrible.I went and picked up my truck and they forgot to put in the applicance dolly. When I got my home I realized they forgot the dolly. When I called I could not get through to anyone at the store, I had to talk to the customer service line that was answering the store's phone line. I had to go all the back to the store for the dolly. They gave me permission to keep the truck overnight instead of just the six hours.The next day when I returned the dolly the person checking in the truck was very rude. After he finished the walk through he told me that my total due was $183.09 (approximately) I question that with him since the truck was not dirty and I didn't use all of the mileage that was given in the quote. He refigured the total and said it would be $84.09 (approximately). When I checked my bank account statement they ended up charing me $109.42. When I called the store to find out why I was overcharged it took me all day to get a hold of someone from the stored I talked to about 8-10 different people When trying to get ahold ofthe store manager. I eneded up filing a compaint. After about four days I ended up calling back to find out that the supposed credit for $50.00. During the process I ended up being on hold for for 35 minutes and talked to a total of 5 different people to find out the information or when I should see the credit. Which should have been 7-10 business days. I called bck yesterdayto find out why I have not recieved the credit to my account yet. It took 10 differnt phone calls about six different people to finally get a phone call back from the store manager. Supposely they issued another credit since the first one didn't go through. Which will take at least another 7-10 business days to credit. I called the store back agin to let the manger know that this is unacceptable to me and that I Wwant to be able to come to the store to get a cash refund. Called 2twice.

Product_Or_Service: 14 foot uhaul truck and dolly

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I want to get a cash refund which I am still trying for, but I want them to be held accountable for their disrespect towards customers and something to make the stress of this incident right.}

Business

Response:

October 12, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted] Senior

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

information Ms. [redacted] provided. She informed our office a credit for

$25 was issued back to Ms. [redacted]'s Visa account on October 10th

in addition to the credit for $35 issued to the same account on

October 3rd. Both credits should post on her next credit

card statement.

As we value

Ms. [redacted] as a customer, she was also sent a $50 VIP Certificate that

can be used toward a future purchase or rental on the many products

and services U-Haul has to offer.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

I never recieved the $50 certificate that they are referencing in their response. Also there needs to be more due to the stress this caused me as well as the finanical hardship.

Regards,

Business

Response:

December 2, 2012

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: I paid for a tow package with wiring to be installed on my minivan. They did not put the 4-way flat plug (60 inch lead), or the basic towing vehicle wiring to complete the install. This was required for installing the tow package. I was charged for the wiring, but no wiring exists on my vehicle. I was charged for a service not done. The vehicle molding was pulled down and left hanging about 2 inches from the ceiling. There was a drain plug that was left out and just thrown in the bottom of the floorboard. I have made multiple attempts to contact U-haul to get this resolved, only to be passed around from store to store and number to number (7 different representatives).Desired Settlement: I am requesting a refund for the wiring which was NOT done, plus I am requesting that I be refunded for part of the labor for the wiring, which was also NOT done. I was charged $18.50 for the wiring and labor that I expected to get refunded is $37.50, plus tax on the wiring.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $59.92, which is half of the labor and wiring fee. The refund was issued back to Mr. [redacted]’s [redacted] 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,[redacted]Executive AssistantU-Haul International

Review: I stopped by 2 Uhauls in the Broome County are in [redacted]. I also called the 1 800 number numerous times and everytime I got a different answer. We moved from [redacted] to Florida. They lost my first reservation that was done over a month ago. It was a cheaper price and they wouldn't give it to me. Then another moving company gave me a better price on a bigger truck and uhaul did match it but on a smaller truck, We needed the biggest truck possible and they gave us a smaller one that didn't fit our stuff.They screwed up what size truck we needed. This then turned into having to get a trailer that wasted time having to go get it and then the extra money and gas which added up to be more than what the other company offered, but it was too late to get a truck from them at that point. The reason we went with uhaul is because they offered a free month of storage which also turned into a disaster. We are suppose to get the same size unit as to match the size truck/trailer you get. We had a 20 ft. tuck and a 6x12 trailer and they only gave us a 10x10 storage unit. Then I was told they would match the price of another area storage place because they wanted us to go an hour away and I needed the stuff closer and they then refused and said they couldn't do that, that its competition. I then said its all uhaul not like I'm asking you to meet another competitors price. This is due in case we need the storage more than a month. They want to charge 10 more for a 10x10 compared to a 10x 15. In which are still the wrong sizes.Desired Settlement: I would like half our money back due to the inconsistency of the company, the extra running around, gas money, time wasted and noone being on the same page. Not once did someone have the right answer or price no matter whoi you talked too. I wasted alot of cell phone time also which isnt right when they should call for you and not give you the run around. Half the money is a little over $1000.00. I will settle for that and no less. Thank you.

Business

Response:

September 6, 2012

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

Ms. [redacted]r, our Executive Assistant for the U-Haul Company of Eastern NY, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] as well as sent her an email advising her of a refund she issued for $1,500 back to her Master Card account. The credit 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

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.

Review: I had scheduled a date at Uhaul to get a hitch installed, in hopes of renting a trailer from Uhaul the day after to move. When I went to the Uhaul at the scheduled time. I dropped my vehicle off at 2:45 pm (my appointment was at 3 pm). I was told it would be an hour and a half at most (at the site, and on the phone when I booked the appointment). I came back at 4:30 to see my vehicle not moved from the parking spot I had left it in about an hour and a half ago. I was told the person who does the installations had went to lunch and was not on site (mind you he was there when I left the vehicle and was the one who confirmed the hour and a half installation time). After arguing with the person at the site, they eventually gave me the number I had been asking for to file a complaint. However, the number was the beginning of the inevitable run around. Eventually, the manager at the site (the first person who gave me the number - yes she did not address her self as the onsite manage initially) and said labor would be free. Meanwhile, the person eventually got back and she was yelling at him to rush it. The labor was not free (2 hour labor job I got back half an hour of labor). I called in to complain, they said I would receive a coupon the next day reflecting the remaining credit I should have received applied to my my trailer rental. This wasn't completely true as well. Nonetheless, I took the trailer from Uhaul the next day, and while driving the trailer completely unhooked from my car hit my car twice and almost came on to oncoming traffic in one of the busiest intersections in [redacted]. Roadside assistance took an approx. 2 hours to come. When he did come, he noted the hitch was slanted, and it was a faulty hitch installation. He then informed me if he was in my position he would not drive this trailer at all. After MANY hours with Uhaul I was provided the smallest cargo van to make the trip - getting this was a hassle in of itself. I bought a warranty for every service I got.Desired Settlement: In addition, when I took the vehicle to get its estimates for the damage, they noted no sealant was used which in the hitch installation can lead to corrosion. All I request is damages be paid for by U-haul and a FULL refund for the hitch installation and trailer rental. I will not even go on to mention the damage to my shoulder and neck I am feeling due to the two hits the trailer had on my vehicle as well as trying to lift the trailer and put it back onto the faulty hitch.

Business

Response:

September 4, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central Ontario, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email explaining he issued him two separate credits back to his Visa account for the full amount of the hitch plus labor. The credits should post on his next credit card statement.

As we value Mr. [redacted] as a customer, Mr. [redacted] also sent him a $55 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 and tape. We also sell permanent hitches, propane and locks.

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 purchased a Uhaul brand towing package with installation from [redacted] / dba Uhaul about 1 year ago, with a downpayment of $150.00 and another $450.00 upon installation. I also purchased a Uhaul compatible drawbar and 2" ball from them. this worked very well, and the drawbar/ball is easily removable. on 5/20/2014 I went in to purchase a separate drawbar with a 1 7/8" ball. this is for a different trailer, belonging to a disabled fellow, with a different sized hitch. since I pull both trailers frequently, for my job, it's much easier to change drawbars than changing the ball. on 6/10/2014, when I went in, they didn't have any drawbar in stock, so they had to order one for me. "[redacted]", the salesperson said I'd have to pay up front to order this item, which I did, and she informed me they'd call me when it arrived. after 2 weeks I called them about it, and was informed that my order didn't exist.I took in my receipt to show them, and the owner,"[redacted]", was VERY rude to me, telling me I "waited a hell of a long time to come to him about it" and called me "an ae", and said I was trying to "rip him off". I didn't do or say anything to provoke this treatment, other than explain to him several times what had happened. he yelled at me, saying" I don't believe you". I even told him that I had spent over $700.00 with his company this year on the towing package. I then left, and the next day my boss, who owns the assisted living home that my client lives in, went in and found my drawbar sitting on the shelf for sale. mr. [redacted] calmly handed over my drawbar to my boss without charge, and we have used it every day since. mr. [redacted]'s erratic behavior has caused all of us at the group home to go elsewhere for services several times since.

Product_Or_Service: drawbarDesired Settlement: DesiredSettlementID: No settlement requested - for

I'm not expecting anything

Business

Response:

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

[redacted], our President for our Alaska Regional Office, followed up on the information Mr. [redacted] provided. Please be advised this U-Haul location is an independent businessman who rents U-Haul trucks and trailers off his lot as a secondary business. The purchase Mr. [redacted] made at this location is part of this dealers own business and not connected to the U-Haul Company. Mr. [redacted] spoke to Mr. [redacted] and listened to his concerns. He sent Mr. [redacted] a $20 VIP Certificate to help offset the inconvenience he experienced and relayed he would keep the information on file for this dealer. Mr. [redacted] also requested I relay to your office that the objection should be redirected to [redacted] at [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had a reserved a U haul online on Saturday the 29th of Sept. 2012 to be picked up the next day at 12 noon @ [redacted]. Upon arriving to the location the location was not open and they had a sign up saying they were closed on Sundays. My wife spent the next 2 and a half hours trying to get a hold of someone but kept getting disconnected (which Uhaul knew they were having trouble with but failed to leave a message letting callers know). Finally after getting in touch with someone my wife was on the phone for another hour just to find out that we were not going to be able to get a truck until the next day Monday Oct. 1st, 2012. We had the rental truck for Sunday because the day was open for us and we could get the things moved, as the week beginning with Monday was busy with appts that could not be rescheduled. Thus it is now gonna take me an extra 2 days to get my stuff out if I am lucky and I accrue an extra $32 a day that my stuff is there. So today Monday Oct. 1st 2012 my wife once again was on the phone with U haul and after 3 hrs no head way was made on the issue and I feel like we were mislead and ripped off and this is unacceptable customer service.Desired Settlement: I want to be reimbursed for the 2 days I accrued for having my stuff in the other house which is $64 and I also want to be reimbursed for my gas from [redacted], fl to the location the truck was not able to be picked up at [redacted]. Anything else will be unacceptable. This all could of been avoided if they would of just gave me the half off.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

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

on the information Mr. [redacted] provided. She informed our office she

issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee.

She also mentioned that Mr. [redacted] kept the truck longer than agreed

and a certified letter had to be sent for the recovery.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

I never received any certified letter as they claimed. As soon as I was done with the truck I turned it in. I kept it longer because Uhaul did not have a truck for me during my 2 days off. I have 2 special needs kids who have appointments all week and thus was not able to spend the full amount of time moving that I could have if Uhaul had my truck available and not send me to a store that was shut down. I will make it simple, I want my bill I "owe" to be wiped clean as Uhaul brought this all on themselves.

Regards,

Business

Response:

November 3, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Western FL, reviewed

the information Mr. [redacted] relayed. She has left two separate

messages for Mr. [redacted] requesting a call back to personally discuss

the situation. Ms. [redacted] can be reached at ###-###-#### or direct

at ###-###-#### and hopes to hear back from Mr. [redacted] soon.

Thank you for bringing

this matter to our attention and allowing us to offer another

response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I rented a 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: We rented a uhaul truck. We picked it up Friday the 27th of September. We loaded it and went back to pick up the trailer we rented as well. While filling it with gas we checked the fluids. There was no oil in the engine. When we picked up the trailer we had them check all fluids and they had to put in four quarts if oil, topped the transmission fluid and the water. They knew we were driving to [redacted]. We got in the road Saturday night the truck wouldn't go into top gear or shift properly. The truck would barely go over 65 miles per hour. It cost us more money in gas and our 18 hour drive turned into a 30 hour nightmare.Desired Settlement: I would like to be reimbursed for the extra gas and time it took me to get to my final destination.

Business

Response:

October 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted]egional office, followed up on the information Ms. [redacted]provided. He informed our office he contacted Ms. [redacted]and advised her of a refund for $200 as an adjustment on her rental. The refund was issued back to her [redacted] account and should post on her next rental.

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: Reserved a 17 foot truck to move on a Sunday, September 16, 2012 - had people lined up for that day - got to the U-Haul rental office - the person at the desk taking my information for the truck had to enter it 5 times before he got the right button - after which I was told the truck I reserved had not been returned and there weren't any more trucks available.I sat and waited for an hour and had people waiting on me to begin the move. Was finally told they could give me a 10 ft one-way truck - I said alright not realizing this would involve two trips instead of one with an additional charge of $60.00 for additional mileage and gas. I feel because the rental office didn't provide the service I reserved, they should not have charged me the extra charges for the additional trip - if they had provided me with the 17 foot truck I had reserved this wouldn'thave been necessary - the manager laughed at me when I share my concerns about the extra charges - this could actually be a scam by promising people one size truck and knowing it wouldn't be there and renting them a smaller truck making it necessary to make more trips and be charged more money. I want my $60. refunded. Additionally, when I talked with the corporate office they said I wouldn't be charged the additional charge because I had been given a 10 foot truck instead of a 17 foot truck as reserved, but the local rental office charged me anyway.Desired Settlement: $60.00 refunded

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of WV, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a return call. Although the $50 discount is noted in the remarks on the contract, she wants to apologize for the oversight of the refund upon her return. Ms. [redacted] needs updated credit card information from Ms. [redacted] in order to process the refund. She can be reached at ###-###-####.

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 2/22/14 I visited the U-Haul on [redacted] Way in Portland, Maine, to purchase boxes. The parking lot was icy and had not been appropriately sanded or salted. I fell on ice while walking to the store entrance and injured myself. The manager said that I needed to be careful and that it unfortunately wasn't possible for them to sand/salt the parking lot after each storm. The manager later accompanied me outside to see the icy area and to have a staff member sand this section of the parking lot, which was appropriate and demonstrated some attempt at resolution. However, the parking lot at this facility was very unsafe, and I was dissatisfied with the customer service I received after this incident.Desired Settlement: The desired outcome is for the U-Haul facility in Portland, Maine, on [redacted] Way, to maintain a safe parking lot during the winter months. I had visited this location several weeks prior to this incident, and the parking lot was icy and unsafe at that time too. The second desired outcome is for this facility to improve their customer service in responding to a legitimate complaint from an injured customer.

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine regional office, followed up on th information Ms. [redacted] provided. She contacted Ms. [redacted] and addressed her concerns. She offered her apology and assured her they have taken appropriate action with all involved to prevent the situation from happening again.

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 tried to rent a truck from U-Haul on March 20, 2013. My name came up in the U-Haul system with a problem and I was told to call corporate headquarters. I did so. I was told there were outstanding charges that had to be paid. The charges were for $479.21. The charges are not mine. I recall correcting this issue last year, and I was told over the phone at that time that everything was fixed. But apparently it wasn't. U-Haul provided me the bill they wanted me to pay. It has my name on it, but the spelling of my name is incorrect and all other information is incorrect. It is another person. The address, email, driver's license number, DOB and signature all belong to someon else; not me.

When I told [redacted] of corporate this information, she insisted I call the police. Why would I call the police? It's not me. She insisted I was a victim of identity theft. I am not a victim of identity theft. I am a victim of U-Haul stupidity. U-Haul has all of my correct information and they have this guy's information. They refused to compare the two and insisted I call the police. But I am not a victim of identity theft, if I am a victim of anything it is U-Haul's attempt to swindle me out of this money that I clearly do not owe. All U-Haul had to do was pull up my contract information and compare the two. We are not the same people.

The person who rented the truck on February 17, 2012, was a [redacted] (I do not spell my name with an "e") at [redacted]. I have never lived at that address. The phone number is not mine and the driver's license number is not mine. U-Haul has all of my correct information and can easily confirm this.

[redacted] was a nightmare to deal with. She would not listen to a thing I said. She insisted I file a police report when all she needed to do was compare the information in their system. I was denied truck rental when I had taken the day off work to use the truck to get some things done.Desired Settlement: I want an apology and a free 24-hour truck rental with gas included. The inconvenience this has caused me is significant. The mental angst of being accused of something I did not do is outrageous. All U-Haul had to do was look further than a similar name and U-Haul refused to do so which has greatly inconvenienced me. [redacted] should be fired.

Business

Response:

March 25, 2013

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

Our Customer Service Department contacted Mr. [redacted] to address his concerns after researching the information he provided. Our records do indicate Mr. [redacted] had involvement on a previous rental where there was damage to a mirror on the U-Haul truck. He was informed that he would remain on E-Alert.

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.

U-Haul is ridiculous. The response they provided the Revdex.com is completely different from what I was told over the phone. U-Haul refused to tell me anything and insisted I was the person on a contract which I was clearly not on. Now, in response to the Revdex.com, U-Haul comes up with more false allegations which I have never heard before.

Having reviewed the contract with a different customer, there is some damage and a late fee on it. But again, this contract is clearly not with me. It is with someone with a name similar to mine. We have never damaged a U-Haul vehicle nor have we been involved with a damaged vehicle.

U-Haul violated the duty of good faith and fair dealing that is implied in every contract in Colorado. When we went to U-Haul, we had an oral agreement to rent a vehicle. U-Haul defamed me by claiming I was involved with a contract with which I had nothing to do with. This fact is readily ascertainable from simply looking at the contract with the other individual. U-Haul is aware the contract is not with me yet continues to defame me to the local U-Haul provider.

U-Haul does not act like a business. It acts like a lying belligerent child. It has defamed me and taken up a significant amount of time. Its customer service policy of "screw you" is not in compliance with Colorado law because U-Haul had an oral contract with me and U-Haul did not treat me with good faith and fair dealing.

U-Haul owes me damages for lost time and stress with having to deal with its false allegations against me. The Revdex.com should give U-Haul an "F". The e-alert system should be stopped because it is defaming good people like me. I do intend to follow up with court action.

Regards,

Business

Response:

April 9, 2013

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

Mr. [redacted], a Senior Agent for U-Haul Customer Service, reviewed the recent information Mr. [redacted] provided. Please be advised that we do have a connection between Mr. [redacted] and the information listed on the rental contract involved on the damage issue. Until the E-Alert file has been cleared, we will have to deny Mr. [redacted] the privilege of renting U-Haul equipment.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

U-Haul claims it has a connection between me and a damaged vehicle. But U-Haul refuses to reveal any information. U-Haul's claim is false which is clearly shown by its lack of documentation. U-Haul wants the Revdex.com to believe its false statements against me. U-Haul is defaming me and violating the duty of good faith and fair dealing owed on every contract in Colorado.

The contract I was provided by U-Haul clearly shows the individual in question is not me. The contract was with an individual with a name similar to mine. The contract at issue was not signed by me nor did the individual give my identification information. The contract was with a different individual. U-Haul is defaming me by relying on its false accusations and is showing bad faith by relying on unsubstantiated false allegations against me.

If U-Haul's claim had any truth to it, U-Haul would reveal the information it has. U-Haul fails to do so proving that it is making false allegations against me. Mr. [redacted] is committing fraud. He has no additional information and simply wants to act in bad faith and in violation of the duty of good faith and fair dealing owed on every contract in Colorado.

I maintain my five thousand dollar demand and removal from U-Haul's deceptive and fraudulent E-alert system.

Regards,

Review: I rented a 14ft truck from a uhaul company based in [redacted] ([redacted])on 6/1/14. The 14ft truck was too small for my family belongings and I returned the truck 1 hr later. The owner of the Uhaul company stated he canceled our request for the 14 ft truck, return the $291 fee to our account and arranged to have us pick up a 26ft truck the same day from a uhaul in [redacted]. We were able to secure the truck from [redacted] for $178 and use it to move our belongings. A few days later I was contacted by Uhaul collection department stating I owed $291 plus a late fee for the 14ft truck in [redacted] that we never used. After speaking with the Uhaul collection agency and the manager from the [redacted] uhaul company it was discovered the manager from [redacted] uhaul did not cancel the 14ft truck rental that we had returned and never used on 6/1/14 The uhaul collection agency and the manager from [redacted] both agreed that the mistake was on behalf on Uhaul. My account was inappropriately charged $329.70 as result of Uhaul mistake. My wife and I have been trying to resolve this matter with Uhaul for almost the last 30 days requesting the money to returned to our account. The uhaul collection agency keeps saying they acknowledge the error and claim they will return the funds to our account once the regional manager approves the transaction and to give them 3-5 business days to do so. However they have failed multiple times to meet the deadlines to return our funds. Each time we confront them about not returning our money the collection agency says the regional manager has to approve reversal of funds and for some reason "the paperwork isn't getting to the right people". They always assure us it will be taken care of and to give them another 3-5 business days to fix the problem and get our money back. The collection agency has not been helpful. Most of the representatives we have spoken to have not been helpful-especially [redacted] from the uhaul corporate office in [redacted] who was very rude. We are just frustrated and want our money back. We were unfairly double charged by Uhaul and now they are not taking the appropriate steps to rectify this issueDesired Settlement: I want $329.70 that was inappropriately taken from my account returned to me

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $329.70 was issued back to Mr. [redacted]’s [redacted] account on June 27th. 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 went to U-Haul Burlington at their Riverside Avenue location on Tuesday, February 11, 2014. My truck had broken down just as I was leaving for New Hampshire to pick up a horse and horse trailer. I wasn't sure whether the truck hitch had the correct electrical connection. I began the transaction process while I was talking with my husband about the issue and decided to cancel the transaction because I didn't think the hitch would fit. I continued to talk with my husband and a friend with a lot of trailering experience. I also called another rental agency to inquire about renting a pick up but that agency did not have pick ups. Finally I decided to go ahead and rent a pick up there. I completed another transaction and left with the truck, completed my task and returned the truck the next morning, February 12, 2014. Later that afternoon I noticed that there was a hold on my checking account for about $450. To make a long story short, U-Haul placed a hold for $220 on my checking account for the first, canceled transaction. They have also submitted the actual charge of $213.57. My bank informed me that only U-Haul could cancel the $220 hold for the canceled transaction. I called U-Haul customer service where I was informed that they would indeed keep that hold on my account for 5 days despite the fact that the transaction was canceled. Unable to resolve the issue with the gentleman I was speaking with, I asked to speak with his supervisor. He replied that he would transfer my call. Instead my call was disconnected.Desired Settlement: I want the funds they are holding to be released immediately!I question the legality of holding funds related to a canceled order. If not outright illegal, it is certainly unethical and extremely poor customer service.

Business

Response:

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, followed up on the information Ms. [redacted] provided. She advised our office she left a message for Ms. [redacted] requesting a call back call to personally address her concerns but has not received a return call. Please be advised when we call for authorization on a credit card but do not send the charge in, the hold on the card will automatically drop within 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

When a transaction is canceled before it is completed the hold should be released. 10 days is outrageous to hold funds for a canceled transaction. I did not receive a message from anyone at U-Haul.

Business

Response:

February 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, reviewed the information Ms. [redacted] provided. She spoke with Ms. [redacted] and discussed her concerns. She explained our U-Haul Center reversed the "out" contract after Ms. [redacted] changed her mind, which released the funds immediately on our end. It is up to the bank to release the funds back to her account, which can take approximately 10 days. Ms. [redacted] requested copies of the transactions to show her credit card company, which were sent. Ms. [redacted] confirmed the hold has since been released.

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 the U-Haul Website when placing a reservation for a trailer, the website page automatically includes material. In this case a trailer hitch and tow ball. It is not obvious you must explicitly decline purchase of these materials. I thought I did but found the materials are being shipped anyway. I sent an e-mail to customer service to cancel the material the day after placing the order for the trailer and realizing I was being charged for materials. I was told the materials had already shipped. I was told to return them to a local U-Haul dealer for credit. Which I will. U-Haul should not be automatically including extra material and serives. Relying upon the consumer to explicitly refuse them.Desired Settlement: Stop shipment of materials. Cancellation of credit card charges.

Business

Response:

August 13, 2013 Thank you for your concern for our customer [redacted]. [redacted] in our Buyer's Club informed us she spoke to Mr. [redacted] on 8/8. Ms. [redacted] advised Mr. [redacted] the items had already been shipped and he would be able to take them to one of our centers for a refund. We truly apologize for this inconvenience. There is a box on the trailer reservation which can be checked if the items are required. We again apologize if this was not made clear. Our customers are very important to us and we regret to hear of situation that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-haul International.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I received the additional unwanted material yesterday and per U-Haul Customer Services direction returned them unopened to a U-Haul Center where I was given a refund. My complaint was never I would not be reimbursed but the extra items are automatically included on the U-Haul Website reservation form. It is up to the customer to observe he/she is being sold extra materials they may not want and to explicitly reject them. If another person is as I was placing a reservation without paying close attention to this, they end up being charged for extra, possibly unwanted items. At my local U-Haul dealer where I went today to get my refund, I was told this happens all the time. U-Haul is very prompt about shipping out the extra materials. Which is great if you want them. An extra unwanted problem if you don't. I think many people under duress because they are moving simply keep the materials and absorb the cost. Which is unfair. Regards, [redacted]

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!!!

Review: U-haul gave us the wrong address to pick our vehicle, so we had to travel a longer distance, racking up more mileage charges, the people there were rude, slow and would not allow us to inspect our vehicle to make sure we had everything we ordered. When we arrived at our destination to begin moving, we did not have the product a dolley we had ordered and paid for it. We called them back and they asked if we would like to come and pick it up, we said no, we are not coming all that way back for another doley and to take it off our bill. They said they would take it off the bill right away. I tried contacting them to settle the bill, and I have not been able to reach them. I have not been able to leave a message. They are charging us for missing fees for the dolley, fees for missing gas which we filled it at 7/8 of a tank as the contract required us to return the truck with. They said the truck was filled at 3/4's a tank. They are charging us for gas fees and missing equipment we have never received. In total they are charging us 343 dollars. There was a deposit of 85.00 So they are charging us a additional 257.89.

Product_Or_Service: U-Haul Rental 10' Foot Truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund, and the bill anulled. This is an example of fraudulent practices and they need to better business with their customers. We were told by one of their contractors that they over book people and just slide people over to different towns no matter the distance and say it's local.

Business

Response:

August 19, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of CT, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] recently and addressed his concerns. She explained she spoke to our GM of our U-Haul Center involved. Our GM had left a message for Mr. [redacted] but did not receive a reply. Ms. Beedle relayed that she advised Mr. [redacted] he signed the contract for the equipment leaving the lot but we have no record of it being received when he night dropped the truck back on our U-Haul Center lot. Our GM double checked inventory for the hand dolly with no positive results. Ms. Beedle issued a refund for the fuel fees in the interest of customer good faith, however, the mileage and missing equipment fees will remain. The refund for $55.50 was issued back to Mr. [redacted]'s 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,