J.R.J. Tara Corporation

Review: In the beginning of June I got a quote online for U-boxes, moving from [redacted]. The online system did not have the option of adding in storage, so I called the main number to tell them that I needed to add storage for a month and that I didn't have a final address for [redacted] yet. I had seen the prices online, with delivery fees the total move would have been approximately $2400 dollars plus the one month of storage. When I called in July to tell them I had a final address in ** and that my Uboxes needed to be shipped, they told me the shipping fees were 2700 plus another 100 in delivery plus the 426 I had already paid, an increase of over $700. When I asked why the shipping had increased they said that the customer service agent I spoke with never added in the fact that these would need to be shipped.Desired Settlement: I either want the shipping fees reduced or the delivery fees waived.

Business

Response:

July 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. He informed our office that according to our U-Haul Center staff, Ms. [redacted]did not have a reservation. A reduction for $500 was applied to her move as an adjustment, therefore, the amount Ms. [redacted]paid was $2,276.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented 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: We rented a uhaul on March 3, 2013 in the afternoon and returned it that same day around 4pm. A lady from uhaul checked it in. She even checked the gas, mileage, lights of the vehicle. She checked inside if we used a trolley. After that she said everything is all good. We were charged $42 that day. On March 22, my husband found a uhaul charge in his visa for $1050. We called uhaul and was routed from 1 call to another for over an hour talking to several people and even a very rude person from regional only to find out that we were charged of damages of the vehicle. So I took off work and went to uhaul site to tell them that there has been a big mistake. I was freaking out and ready to puke because they are so insistent that we damaged the vehicle. Now how am I to prove that we didn't because it was weeks ago and they even told us that the lady who checked us out didn't know what she was doing because she was new. Now the damage of the overhead that they said they found on March 10th is huge. Even my 4 year old would ask me what happened to it if she had seen it. Obviously everybody at uhaul would have seen it right away that moment that we checked it in. Now I have waited for 2 days but nobody called me back about it. I had to call them again and again to follow up on the mistake that they did. I was given Gord's cellphone number from uhaul and he apologized and told me that the charges will get reversed. To me this is not enought, I told him that I need a confirmation, a letter or even an email stating that we didn't damage the vehicle and that there has been a mistake and that we won't get another surprise 6 months down the road. He said that he'd call me back or get back to me but never did. So here I am trying to be patient again waiting.Desired Settlement: DesiredSettlementID: Not applicable

I need a confirmation, a letter or even an email stating that we didn't damage the vehicle and that there has been a mistake and that we won't get another surprise 6 months down the road. I also want to get compensated for the time off work that I had to take to get this matter resolved by going in to their site as well only to be told that nobody would want to deal with me in the site because they are only customer service reps.

Business

Response:

April 15, 2013

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

Mr. Gordon Moore, our President for the U-Haul Company of Northern Alberta, Saskatchewan and NWT, followed up on the information Ms. [redacted] provided. He advised our office he did speak to Ms. [redacted] and discussed her concerns. He assured our office they offered an apology and reversed the payment for the damages.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My 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,

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.

Review: I had contracted with this U Haul office to rent a 24' box truck for Friday August 1, 2014 to be picked up at 9am local time. I received at call at 8:30am telling me that the truck was not there and that it would not be there till 12:30. The manger told me that the main call center had allowed this individual to extend the time. The manger told me that he had told the individual that he had to have it back on time after the individual had called the manager to extend the time. We called the main company number to get help. We were placed in touch with an individual who said he would discount the rental. We received another call a short time later and were told that e truck would now not be back till 3. We again called the company to complain. and were told that there would be a smaller 17" truck at the location at 12:30. We arrived at 12:15 and the manager went to check us in. He said nothing and grabbed the phone and apparently called the individual who had the next truck. He did not address us directly. We attempted to call the individual who we had talked to early at the main number to only get a busy signal. We attempted other ways to get to him, but no one could get through to him without a last name which he did not give to us. We finally were told that an area manger would call the the store to clear up the problem and give us a discount.They did not call the store, we did not get a call from this individual as we were told we would and have as of yet to hear from anyone from the company in regards to this rental that was not handled with any type of real care for our concern or our predicament to moving and being 5 hours behind. We are looking to be refunded our funds for the rental due to poor service and the problems that have arisen because of this. We now have to rent an additional truck at additional cost from another company, on another day to finish the move we could not finish on the 1st because of the late start.Desired Settlement: We are looking to be refunded our funds for the rental due to poor service and the problems that have arisen because of this. We now have to rent an additional truck at additional cost from another company, on another day to finish the move we could not finish on the 1st because of the late start. In addition we want the funds paid back to use that we now have to pay out for an additional truck rental.

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 issued him a full refund. She also offered to give him a free rental, however Mr. [redacted] relayed he had already completed his move.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a uhaul truck 23 November 2013 when I came to pick up the truck. When I picked it up they told me that I had to use a credit card or debit cart to hold the rental amount of the truck, so I used my credit card to go ahead and get the truck to move. Before I left I did tell the lady that was checking out the uhaul truck to me that I planned on paying cash for the truck because I didn't want the transaction on my credit card. She told me that was fine and and the 74.16 would be returned to my card 2 to may be 3 weeks later. So I used the truck to move my things and returned the vehicle to them. When returning the keys I had the exact amount in cash to give them I gave the same lady who checked the truck out to me the keys to the truck and I told her that I was going to pay the full amount in cash. She told me that fine and the payment with cash was made. I called the uhaul location bout 3 weeks later to check up on the payment being returned to me and the lady told me that I'd does take time maybe even one month so I was a bit upset but continued to wait another week . I called after a month of the rental because I still have not got the funds from my credit card returned to my account. She told me that I may want to check with my bank because the funds are usually sent back by now . So I called my bank a couple weeks later to ask if any funds have been deposited back to my credit card they tell me that the uhaul payment for the amount of 74.16 was not on hold but I fact that payment was processed. I call the customer service for uhaul and I speak to a lady that tell me that my payment was In fact completed by a credit card payment and that I need to file complaint through them, so I can be reviewed by one of there managers. After filing the complaint I got an email from Area Manager UHaul Co. [redacted] telling me to get in contact with the store manager .I call back to the store I talked to the general manager after 30 minutes on the phone he tells me that there is no proof that I ever paid in cash. Due to the receipt says I payed with my credit card. So I asked him were the registers over when you closed them out . He tell me no there never over , so I ask him well do you guys keep any records of payments going 2 months back and he tells me no. ? Then I email the Area Manager UHaul Co. of [redacted] telling him how my situation still isn't fixed and since I felt that I wouldn't get fixed I mentioned that I will try my best to get them but on the black list from the ft eustis installation being that I felt I was mis treated I wouldn't want any I other soldiers to go threw this dilemma and being that neither one of the uhaul people wanted to help out, and how I was going to report them to the Revdex.com

He responds "that's fine" and tells me that he would love to meet with me and have me point out who I gave the money to being that there are only two people who rent out there vehicles there .as if I were lying ?

Oh and I felt as if he was trying to scare me by closing his email by telling me that he would forward the message I sent him to my post commander..Desired Settlement: Have my cash payment of 74.16 returned to me and the Area Manager UHaul Co. of Tidewater. Apologize for they way he talked to a valued customer

Business

Response:

Mr. [redacted], our President for our [redacted] regional office located in [redacted],**, followed up on the information Mr. [redacted] provided. He informed our office the employee that closed out the rental contract for Mr. [redacted] stated she did not receive cash from Mr. [redacted]. Our Area Field Manager offered to meet Mr. [redacted] at the dealership to discuss the situation further, however, after waiting two hours Mr. [redacted] was a no show. Mr. [redacted] relayed that a refund would not be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Hi

Where do I begin with this massive migraine. My husband and I and our two dogs moved from [redacted] on June 27th 2013. My husband [redacted] called the [redacted] which is where you can make reservations for their products. We reserved a car dolly and a U-Box which was to be shipped to [redacted] because they do not have a location in [redacted]. So the day came when we needed to get our U Box and load it up they took their money and everything was fine so I thought. The next day My husband gets a call from the local U-haul store where [redacted]s the general manager and they ask my husband [redacted] if they can give our U BOX to another customer because they were in dire need of one.

Keep this in mind this is after they took their monthly rental fee of $86 and some change. My husband [redacted] kindly replies with no you cannot. Our U-box since they didn't have an adequate sized storage facility was on a trailer in the parking lot [redacted] said that if we didn't start loading our stuff in the U-box that he would starting charging us a daily rental rate of $16.31 that is with tax mind you. So he gave us 48 hours to load our U-box I decided at that point to pay for a day for the trailer rental take it to our house load it and bring it back to [redacted] location. Once the U-box was dropped off on 6-21-2013 it was supposed to be shipped (shipped meaning it was to go from U-haul on [redacted] then be put on Semi for transportation to [redacted]) and somebody from U-box of [redacted] was supposed to call us to get payment to ship the U-box even though they had taken my credit card information to charge for the U-box when I was originally on the phone with [redacted]

U-box of [redacted] never called we called them daily starting from 6-23-13 to see if they needed payment and if our U-box had shipped like it was supposed to of course there was no call back at this time we were already on the road to [redacted] and still weren't able to reach anybody and on the 26th had left 4 messages. We had spoke with a U-haul distributor here in [redacted] by the name of [redacted] to try and find out where our U-box was he said it was still in [redacted] and wasn't shipped this was on 7-1-13 he had given us the phone number to contact [redacted] who is the general manager for U-Box of [redacted] he didn't even know where our U-box was and he said he would call us back, but didn't call us back until we had filed a customer objection which was 10 days later in which case they only had 48 hours to respond.

It wasn't until 7-1-13 that we were able to get a hold of [redacted] at U-box of [redacted] that said our U-box was still at the distribution center in [redacted] and that it hadn't shipped and at this same time we were told that the lady who runs it and takes care of the shipments was a no call no show so we told [redacted] that is needed to be shipped on 7-1-13, but they didn't ship it and she told us it would be here no later than July 9th, 2013. We called to verify that they did do their job and ship the U-box on July 3rd, 2013 and it still wasn't shipped yet until later that day because they said they had paper work to do and they had to schedule somebody to pick up our U-box and that they were at the mercy of the freight companies. So July 9th came and we called the distribution office in [redacted] but [redacted] wasn't available so I had to speak with [redacted] instead and I asked if a manager was available and she said no so I explained the situation to her then I asked her if anybody was available to help me with my situation and she said I don't know and keep in mind she is the manager.

Then after I talked to her I spoke with [redacted] from Corporate in [redacted] who is really nice and helpful to explain the situation and he helped me file the u-haul customer objection form then he told me it would be 24-48 hours before somebody from corporate would call me to resolve the problem and [redacted]'s executive assistant [redacted] called to speak with [redacted] for [redacted] to provide a resolution we asked for $1,232.39 (we were charged $1,060 for the U-box) which is what we spent on household necessities, and food that we were without due to our U-box not being shipped on time which had our household necessities, pots and pans, and many other things we had to re-buy. I talked to [redacted] at the [redacted] U-haul to have him help us locate and figure out when our U-box would be here and he said the 9th between 1pm and 4pm.

At 3:53pm [redacted] called and said he had bad news that the Semi transporting our stuff had a flat and that it was re-scheduled to come in on July 10th no later than 9am and mind you both times this is what Corporate in [redacted] told him. I called [redacted] at the [redacted] location at 10:06am on 7-10-13 because we didn't hear anything he told us our U-box had arrived. If my belongings were here on July 2nd, 2013 like they were supposed to be we could have waited the couple days, but to be without your stuff for 10 days after moving to a new area what are you to do. [redacted] calls back talking about how [redacted]'s saying he would only refund us $300.00 and [redacted] told her that was ridiculous and that was unacceptable and to take it back to [redacted] so she did.

Then [redacted] called back two hours later and that they could only do $300 and that it was 30% of what we paid so I told him that is ridiculous and told them to at least go halfway with us and he said our stuff was only 3 days late when it was 5 days late [redacted] told him they have lousy customer service and she asked him if this is how he runs his company and he replied with yes and said most of the U-boxes get shipped on time and that some do fall through the cracks like our U-box did and basically made me feel like it was my fault and that I was being an unreasonable customer at this point I put my Husband [redacted] on the phone.

I was trying to reason with [redacted], but he wasn't willing to reason, he also pointed out that there is no fault level's or payments for faults...that nobody at u-haul was at fault either. I said How much is a customer worth to U-haul and [redacted] said that we aren't ever going with U-haul again so that it doesn't matter anyway and he said that it seemed like the only thing he could to make us happy was to give us a full refund that he wasn't going to do that when I told him again just meet us halfway which he wasn't willing to do yet again. So instead of getting nowhere on the phone with [redacted] he said he was giving us a $300.00 refund and we ended the call.

P.S. the entire time U-haul had our credit card on file so they could of shipped it at any time. Oh yeah [redacted] from U-box of [redacted] tried to charge my credit card a second time so they could get a double payment and I demanded that she didn't that was the only thing she did right since U-haul had already charged my card 4 days prior to her trying to charge my card again.Desired Settlement: We asked for $1,232.39 [redacted] only said they are refunding $300.00 which they haven't done yet...we asked them to meet us halfway which was very reasonable considering our situation [redacted] was unwilling to do so. They still need to compensate us asking for half totals $616.19

Business

Response:

July 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted] whose name actually appears on the U-Haul contract.

Mr[redacted] our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office Mr. [redacted] and Ms. [redacted] started to load the U-Box, which was on a U-Box U-Haul trailer, at our U-Haul Center on June 11th and did not finish until June 22nd. They were advised on several occasions that they needed to finish loading the U-Box so it could be delivered to the warehouse, plus we also had another reservation on the U-Box trailer. Mr. [redacted] was only charged for 1 day use of the U-Box trailer, although they kept it for 10 days, which was a savings to them of $150. Mr. [redacted] explained to Mr. [redacted] that from the time we take payment for the shipping of the U-Box, estimated time of delivery is 10 business days. We were 2 days late on the delivery. Mr. [redacted] offered his apology and relayed he could issue him $100 a day for the 2 day late delivery. However, he offered a refund of $300 in the interest of customer good faith. Mr. [redacted] stated he was requesting over $1,200 due to the fact they purchased new items before their box arrived. Mr. [redacted] put Ms. [redacted] on the phone and Mr. [redacted] tried to explain he was offering a refund for 30%, while we really weren’t required to issue a refund at all. Ms. [redacted] continued to yell on the phone and insisted on a refund for the new items they decided to buy. Mr. [redacted] advised them we do not refund for purchased items and issued the refund for $300 when he got off the phone with them. No further refund or adjustment 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,

Maria Palmisano

Executive Assistant

U-Haul International

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 received very poor service from the U-Haul service center at [redacted] Airways Blvd Jackson TN. I called the number listed on the public web-site. The dispatcher told me that the service center would call me back. When they did not, I called again. A second dispatcher set up the appointment for the following day. When I arrived the next day for a wiring installation (after driving an hour and a half one way), the owner explained that dispatch made the appointment. His wiring specialist was not there and there was nothing he could do. The dispatchers and service center should communicate better.Desired Settlement: Refund on gas money. It cost me $40.00 in gas.

Business

Response:

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that this was a wiring installation that was not scheduled and when Mr. [redacted] arrived at our U-Haul Center, our showroom had many customers requesting assistance. Mr. [redacted] was told the work could be done but it would be a while.

As we value Mr. [redacted] as a customer, Ms. George sent him a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

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.

First of all, I did have an appointment. See the attached document. As you can see from the attached document, I made the reservation on 8/29/2014 at 528 pm. The reservation was made by a representative of U-haul. YOUR COMPANY MADE THE RESERVATION! Second, the owner of the store DID NOT say that he could do the wiring installation, but that it would take a while. He said that the guy that did the wiring installation was not going to be in that day. I told him that I had a reservation. He explained that the reservation was made by the dispatch and not the store. I asked if he could ask the guy that did the wiring installation to come in since I had a reservation. He said no, that there was nothing he could do. At no time did he say that he could do the installation and that it would take a while. I have a witness. I attempted to call the owner back as well as [redacted] after they called me, but when I called the owner back I was told to leave a message that was not returned. I would appreciate an apology in which U-Haul admits that 1) I had a reservation that should have been honored 2) the owner did not say that it would take a while but refused to do the wiring installation. An apology that misrepresents the facts isn't much of an apology.

Regards,

Business

Response:

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis Regional Office, reviewed the recent comments from Mr. [redacted] and left a message for a return call in addition to sending him the following email in response:

Mr. [redacted], We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TN. We depend on customers like yourself and do regret We were not able to provide the service requested. I do hope you will give us another oportunity to serve you in the future and would encourage you to use the certificates mailed to your email address at that time. Sincerely, [redacted]

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: Managers are not adequat to be running the place horrible customer service .Desired Settlement: I would like for the to either refund my money or send a letter apologizing for their managers behavior Their trucks are advertize for a price ,but when it comes down to it they add all kinds of extras

Business

Response:

July 12, 2012

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

Ms. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] an email requesting addition information in order to research his concerns. She hopes to hear back from him soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-haul was reserved Wednesday June 27th. U-haul was not there Friday June 29th and I was not notified. There was no action taken by the company to get another truck. This caused the delay of my move out of state and caused multiple people to miss work due to their lack of communication. The people I spoke to were insensitive and claimed they were not responsible for the truck not being there.Desired Settlement: I would like an apology because there is no way the can compensate the time and money lost by their mistake. Second, I would like the company to take responsibility for their inability to handle a situation that should have never occured.

Business

Response:

July 11, 2012

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name actually appears on the U-Haul receipt..

Ms. [redacted], our Executive Assistant for the U-Haul Company of Richmond, followed up on the information Ms. [redacted] provided. She informed our office she sent Mr. [redacted] and Ms. [redacted] an email offering her apology for the inconvenience they experienced. Ms. [redacted] also relayed briefly our reservation procedures and advised them she had issued them a refund for the $50.00 Reservation Guarantee Fee. The refund was issued back to her Visa account and should post on her next credit card statement. Ms. [redacted] included her telephone number in case Ms. [redacted] and Mr. [redacted] had other concerns.

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

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.

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.

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.

Review: I scheduled a 26 foot truck with car transport several weeks ago. I set the preferred location to a convenient pick up location. I chose to pay more than budget because I have had very positive experiences with u-Haul in the past and liked the convenient locations. The day before pick up, I am now told that I have to pick up my truck 30 minutes further than I agreed (given good traffic conditions) which is two cities away from where I live. I then have to drive to a second location that is several more miles from the truck pick up. Looking at the web site, the new location for pick up does not even show up on the 18 closest locations to my zip code. I have to type in the pick up city to get it to show up. Again, a chose to pay more for U-Haul for convenience and due to prior positive experiences. Now I feel that I may have made a mistake. The person that called to confirm my reservation was also very unprofessional. She did not seem like she knew what she was doing. I asked her if I could pick up the truck closer to where I live, she redirected me to the 1-800 number. I told her that it was not necessary, and that I would do that after the call. I then asked her if I could at least pick up the truck with the trailer. She said that she would call U-Haul and “try.” She told me that she would call them and call me back when she knows one way or the other. She never called back. I called the 1-800 number to see if there was anything that could be done. The representative seemed to have an attitude and told me there was nothing that she could do. She then transferred me to “traffic” so I could ask them. The person that picked up answered as “U-Haul.” I asked her name, she seemed upset that I asked. I told her the situation and asked if she could help me. She told me that she could offer me a 10 foot truck in my preferred location. Think about this for a second. I need a 26 foot truck with a car transport, and the agent offers me a 10 foot truck. She was also very aggressive. I just wanted to talk to someone to see if my original agreement could have been honored. I am a reasonable guy, and I am not yelling at any of these representatives. I did not understand the aggression. I then called the 1-800 once again. Jean answered who was the most helpful. I asked how I should lodge a complaint as this is now a very unpleasant experience before I have even picked up the truck. She demonstrated actual customer service and show empathy for my situation. She informed me that I will need to finish the rental, then lodge a formal complaint on-line where a manager would contact me within 48 hours. I told her that I would do just that and thanked her. I then told my wife of the situation. She also called the 1-800 number to see if anything could be done. The agent told my wife that it was not possible because the manager at the pick up location does not work Sundays, and could not be informed that someone could pick up the truck to bring it to my preferred location. This makes sense, but it should not be the customers problem. We are paying U-haul a substantial amount of money. Did the manager at the pick up location drop the ball, or U-Haul. Either way, I feel that we are paying the price. I will give U-haul an opportunity to make this right. Like I said, I am a reasonable guy. I just hope that a responding manager can see the error and try to make it right for this customer. Update: they said they could only do a $50 refund, and nothing else, which did not cover the gas and 2 and 1/2 hours it took to pick up the truck and trailer. Very disappointed. I do not suggest U-Haul.Desired Settlement: I would like an additional $150 credited to my cerdit card.

Business

Response:

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] in our [redacted], WI Regional Office left a message for [redacted] on 8/6 informing him she would be sending him a $50 VIP Certificate. The certificate can be used toward a future rental or purchase on the many products and services U-haul has to offer.

[redacted] was also refunded the $50 reservation guarantee which was credited to his [redacted] Card on 8/5.

Our customer are very important to us and we regret to hear of situations that cause problems for them.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

Review: I rented a truck to move metal scaffolding. I was the user and driver of the truck. When I returned the truck the business closed down for the evening and I didn't get an employee to check over the truck. I had to put the keys in a drop box. They charged me $35 plus tax on clean up fees for mud that was never in the truck. I have called twice and complained to the corporate office and never got a response. I demand my money returned in a check mailed to my home. The employees were rude and threatening me with a marine that worked there.Desired Settlement: I want the money that they charged me returned in a check mailed to my home. They were not there to examine the truck so lying about how it was returned is not acceptable to me.

Business

Response:

October 9, 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 New York Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining she had issued her a refund for the $27 cleaning fee. The refund was issued back to her [redacted] account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I received my money back. I cancelled the debit card that I used at the Uhaul and I didn't think they could put the money in my account with the old number. Thank you

Review: I used uHaul;s services on August 17, 2014 for that one day. I put down a $100 deposit. The total amount they took was $88.15. In the contract emailed to me from [redacted] (General Manager of the Florin location), an $11.85 check would be issued within 1 week. I called after 2 weeks to follow up. Apparently, the sales person I dealt with never wrote down my apartment unit number. I spoke to people in the regional office who left Ms [redacted] messages and instructions to call me. This was weeks ago. She never did. I gave more time just in case they mailed out my check with the correct and complete info given. Today I called for another follow up. The representative said they had my address but not my apartment unit number. I informed her that they should already have it since I called and gave it weeks ago. But she told me they didn't. So right now I feel like no one is actually putting in any effort to give me the money owed. The contract no. is [redacted]Desired Settlement: I want the money owed to me. Money is extremely tight. I planned the move out so that I would have some money left over from uHaul. The way uHaul handled/is handling this situation did not help my financial situation at all.

Business

Response:

September 30, 2014

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 at Florin Rd. in Sacramento, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] will be coming into our U-Haul Center for the refund.

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

Sincerely,

Executive Assistant

U-Haul International

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,

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