J.R.J. Tara Corporation

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: 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 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: I made a reservation through U-Haul's customer service for a 15' truck, an auto carrier for my move from Lindenwold, NJ to Buford, GA contract#8[redacted] and a reservation at one of their U-haul storage locations to take advantage of their offer for the first month free storage. Customer service made the reservation to pick up the truck & auto carrier at the closest location which was right there in Lindenwold, NJ. The issues are:

1. On 4/3/15 after loading up the truck we went back to get the auto carrier to find out that they didn't have the proper auto carrier for our trip. The Lindenwold, NJ location then had to call around to other U-Haul locations to find us one.

2. We then had to go to another location (which took us out of the way and took add'l time to get the auto-carrier) to find out when we got there that the 15'truck the 1st location gave us had turn signals that were not working. We got the auto carrier but now we had to again wait to get the turn signals fixed on the 15' truck. Once that was done the U-Haul agent hooked up the auto carrier and secured my vehicle onto the carrier.

3. Once on the road I stopped after 2 hours for a break and discovered the front straps that secure the vehicle on the carrier had came off my front wheels and had to re-secure them. Not feeling to safe about the auto carrier and my vehicle being on it. I had to continually pull off every so many miles to checks the straps securing my vehicle to the carrier. Each and every time the straps either had fallen off or got extremely loose.

I had a deadline time to be in GA. the above two issues extended the trip 5 additional hours, additional fuel in additional to fear and aggrevation. The move was a night mare.

Lastly, the reservation was to be made at a U-Haul storage location to take advantage of the 1st mo. free rent. Upon arriving here I found out the storage reservation was made at a non-uhaul facility.

I have made 6 separate calls to U-Haul to complain. Due to the issues I endured, time, safety and aggrevation I am asking and adjustment against the total cost I paid to U-Haul but all they have offered is a one month free storage voucher to use in the future good up to 2 yrs. to us. I have no use for their voucher offer as I do not intend to ever deal with U-Haul again. At the least, a billing adjustment to my original cost should be made by U-Haul.Desired Settlement: A billing adjustment should be issues against the original amount paid.

Business

Response:

May 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the following email was sent to Ms. [redacted] on April 25th:

Hello Miss. [redacted], I am writing due to the compliant file that was reopened. We show that you were given a free month from April to May as well as 20% for 6 months. This is the best resolution we can offer. I apologize for any inconvenience. Thank You, Christopher Gorman SR Customer Service Agent ###-###-####

We also contacted [redacted], our President for our Southern New Jersey Regional Office, regarding Ms. [redacted]’s concerns. He informed our office he reviewed the repair history of the truck Ms. [redacted] rented and believes Ms. [redacted] may have had an issue getting the blinkers to work, however, they were functioning at check-in prior to her rental. Upon her return in Buford, GA no repairs were needed and the truck continued to be rented nearly every day since without incident. Our GM that hooked up the auto-transport has been with U-Haul for over 20 years and Mr. [redacted] is confident our GM would not have hooked up the auto-transport and dispatched it without checking the lights.

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.

There is some confusion regarding this matter and the answer that U-Haul provided to my complaint:1. It's stated that U-Haul has given me a 20 % discount on my storage unit for 6 months. My items are in a non-uhaul storage facility due to the reservation that Uhaul made and I am paying that facilities regular monthly storage rate that everyone is charged. I did not get a revised agreement from them nor from uhaul reducing my regular monthly rate by an additional 20% each month.2. The truck blinkers: we were given the truck at U-Haul location #1 in Lindenwold, NJ. upon finding out they did not have the correct auto carrier as promised by our reservation. We had to seek the auto carrier at a different U-Haul location #2 Magnolia, NJ it was at the location #2 that it was discovered that the blinkers weren't working. Location #2 had to repair them. To summarize location #1 gave us a truck with non-working blinkers. They had to be repaired at a separate location #2 along the way. So to u-hauls response above yes the blinkers were working ok at the Buford, Ga location due to the fact that a second location fixed them. It does not address the fact as to why U-Haul at any location would release a truck to anyone without everything being in working order. 3. The straps on the auto carrier that were suppose to hold my vehicle securely on the carrier. Obviously, the GM that loaded and secured my vehicle did not secure it properly or they were problem straps cause the straps fell off my front wheels and the entire trip from NJ to Ga we had to continually every so many miles pull over cause the straps kept loosening and had to resecure. Making it a prolonged ride and the feeling of un-security with our traveling. My son accompanied me throughout the travel and can attest to the straps falling off the wheels of my vehicle and having to constantly having to pull over to resecure.I am very dissatisfied with U-Haul's response and their lack of responsible. Fortunately, a traffic fatality didn't occur due to the unsafety of the vehicle and auto carrier. Along with their disregard to prolonging our move, safety and nervous unsecurity we felt the entire time. I am seeking two things from U-Haul to provide me with all the maintenance records on the truck and on the auto carrier that was provided to us and a form of an monetary adjustment against the cost that was paid for inappropriate services and equipment issued. If U-Haul is unwilling to provide both of my requests then I will need to take further action to resolve this matter. Thank you

Regards,

Business

Response:

May 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern New Jersey Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office he contacted Ms. [redacted] and addressed her concerns. He advised her of a refund for $150 back to her [redacted] account as an adjustment and also explained she should be able to log onto our Premier Customer Club to see the discount of 20% for 6 months. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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

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 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: 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 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

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: 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: [redacted] and I rented a storage locker from Aug 15th 2012 - December 15th 2012 at the U-Haul [redacted] location. This incident took place on December 3rd 2012, our locker was at the end of a hall and was quite difficult to see inside due to poor lighting in the hallway and no lighting in the unit. We moved all of our stuff into the unit on August 15th, then stopped by 2 or 3 times during the following 4 months to pick up a few things. After close to 4 months of us storing our stuff there we went with my family to empty the locker into the trailer which we had just rented. After moving objects around and moving stuff , then moving it back to get some other stuff in behind we moved about half the stuff we noticed blue powder all over the bottom of our bed, boxes, clothing bags and many other things. We immediately stopped emptying the locker, my dad then found a large crushed piece of blue chalk next to a small black box on the right hand corner side of the unit near the door. He placed the chalk back into the box and placed the box back in the corner. After I swept up the crushed blue dust I went to the office and spoke to [redacted] the Manager of U-Haul. I explained to him what had just happened and asked what the blue substance was. He had replied that it was mouse/rat poison and all the units had them. We told him that half of our personal belongings had mouse/rat poison all over them, and we did not pay close to $450 to store our stuff and have it covered in this poison when we go to move into a new apartment. [redacted] asked us what we wanted to do about the situation, and we weren't sure at the time so he gave us his phone number and told us to call him later on. When I called him back later that night I left a message and he did not call me back. The next day I called and again he was busy so I left another message for him to call back. I waited a few hours and called him back again and he finally answered the phone. I explained to him that I wanted to be Re-imbursed for the cost of the storage locker, the $30 U-Haul trailer rental and a new mattress. [redacted] said no, the best he can do is a half of a months rent and explained that he was not obligated to do anything, he was just doing it to be nice. [redacted] then told me that it was a mouse/rat poison and that it is placed in all of the units. He then explained to me quite rudely that the black box was marked "Poison DO NOT TOUCH". I told him that I couldn't see the writing on the box because it was way too dark in the unit to see. The unit was so dark that the box just looked like one of our own boxes that got pushed into the corner, so we never thought to shine a light onto the box to read what was on it. It was too dark to even see that there was writing on the box. [redacted] explained that it is U-Hauls policy to have the poison in their units, however this was never explained to us at any point during our rental. If we had of known about the poison prior to moving our stuff in we could have either removed it or made sure not to touch it. I told him that was unacceptable and that I would be contacting head office. [redacted] told me that head office would do nothing but that I can try. So I called head office and he was right. After explaining to them what happened, the man at head office told me I could do one of 3 things; file a formal complaint with head office through him, put an insurance claim in or have the the regional manager contact me. So I decided to put in a formal complaint with head office customer service. The gentleman told me that I could keep the trailer until the issue is resolved and that I would not be charged for the extra days. This was so I had time to bring my belongings somewhere to clean them prior to moving into my new place. After submitting my complaint he told me that someone would contact me within 2-3 days regarding the matter. That night we stayed in a hotel since we did not want to sleep on our bed with this poison on it. I waited 3 days then got a voicemail message from [redacted] asking when the trailer would be back. So I called head office to ask if the issue had been resolved and they told me that the resolution I requested for the complaint had been denied, and that the extra days of trailer rental had been denied too. He also told me that the case went back to [redacted] to make the final decision. I was quite surprised that after I had contacted head office regarding the situation that they actually sent the complaint back to [redacted] to deal with. I was also disappointed that head office never even called to tell me that the resolution had been denied. I then called [redacted] back to discuss the issue and he tried to tell me that u-haul was not going to cover the cost of the extra days for the trailer rental. He also told me that the cost of my hotel was not being covered either, which was surprising because I never asked for the cost of my hotel to be covered. After discussing it with him for quite some time he agreed that they would waive the charge for the extra trailer rental days and that was only because head office said it was ok. He then told me that there was no way for him to know that anything actually happened, and made it seem like he didn't believe me. He then told me again that I should have read the top of the black box. Again I explained to him that I didn't notice the black box, and especially didn't notice any writing on the top of it. He also told me that there is plenty of light in the unit. This was not true at all. The unit is the last one at the end of the hall and there was very little light inside which made it almost impossible to see the box and completely impossible to read the writing on it. Finally I returned the trailer on December 7th as I told him I would do. After this conversation I realized that I would get nowhere dealing with [redacted] and that I needed to contact the Revdex.com.Desired Settlement: We would like to be refunded the price of our locker rental. We are not asking for a new mattress, cleaning for our belongings, our hotel or anything else. We only want the cost of our locker refunded. Our belongings should have been in the same condition when we unloaded them from the locker as when we loaded them. We had the locker for 4 months total and the first month was free. For the remaining 3 months we paid $141.19 a month for a total of $423.57.

Business

Response:

December 13, 2012

Thank you for your

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

Mr. [redacted], our

GM of our U-Haul Moving and Storage at [redacted] Rd., followed up on

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

sent Mrs. [redacted] an email explaining it is U-Haul policy to place

“rodent hotels” in all our storage units. Mr. [redacted] went on

to relay that Mrs. [redacted] and Mrs. [redacted] chose to be self insured

and did not give his staff the opportunity to clean their unit if

something had spilled out of the trap. Their rented trailer was kept

for 5 days, however, it was discounted to only 1 day charge to allow

them extra time with the trailer at no extra expense to them. Mr.

[redacted] offered his apology but also explained that no further

adjustments or refunds would be issued.

As we value

Mrs. [redacted] and Mr. [redacted] as customers, Mr. [redacted] sent them 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:

We had just finished loading the trailer when we noticed the rat poison all over everything. We cleaned up the chalk from the floor quickly because we were in a hurry to go get our keys from our landlord. We had no time for [redacted] or anyone else to go in there to finish cleaning up, and we especially didn't have the time to unload the trailer and clean everything that was already loaded. We did receive an email from [redacted] regarding the rodent traps after all of this had happened. What I don't understand is why we weren't notified of these rodent poison boxes during our rental process. We should have been aware that there was poison in our locker from the minute we rented it. As you can see in one of the attached photos that due to the angle of light coming in the locker, you can not even begin to read what is on the top of the black box. The other attached photo shows the poison around the base of the box which did not get swept up, and that photo was taken with a flash. This locker was very dark due to its location at the end of the hall. If we had known this box was in there this would have never been an issue.

Business

Response:

December 30, 2012

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

Please be assured the information Mrs. [redacted] and Mr. [redacted] relayed was addressed with our U-Haul Center to ensure proper procedures are being followed locally. By issuing the VIP Certificate, we acknowledged the inconvenience they experienced.

We continued 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: This Friday I made a reservation for a vehicle to be picked up from the U-Haul New Windsor location and dropped off within 24hours at the [redacted] location. When at the New Windsor location I requested to receive a 14' van in place of the 14' truck I had initially reserved. The U-Haul employee [redacted] assured me that this was perfectly fine since they had many vans on site that were available for use. He then asked me to sign the credit card screen attached to their POS system to finalize the transaction. He then had me initial a CDW Validation Tag and gave me a printed copy of the contract.

proceeded with the move and on 1/6/13 I arrived at the Bushwick location to return the vehicle. I was on time and the gas tank was just under full- I had complied with every step of the rental process. The cashier there then informed me that I had in fact been given a "Local Van" as opposed to the "One Way Van" I needed for my trip since I was not returning back to New Windsor, N.Y. This I feel was not my fault. I had handed the confirmation to the employee, [redacted] (which clearly stated that my drop-off destination was [redacted] and I also verbally informed him) and he assured me that switching the vehicles was no problem. The cashier at the Bushwick location then handed me the phone so I could speak with him and he said that he had explained everything to me and that I had signed a legal contract with U-Haul and that I "should have seen" the words at the top of the printed contract stating that the van I was receiving was an "In-Town" vehicle. My argument is that I could not have known because I did not physically sign said contract. What I signed was a Credit Card screen with no contract attached and this very important detail, though printed was never spoken of or brought to my attention. Had it been clear that this vehicle was to be returned to the New Windsor location I would have asked for a alternate van. He said that the van had to be returned to New Windsor and I said I could not do that. He then informed me that it was going to be handled between the two locations and asked that I hand the phone to the cashier. She told me to call within an hour to make sure the transaction had been closed. I did and they said that everything should be fine and they would call me if there were any issues.

I then received a voicemail from the New Windsor location early this morning stating that if I did not get in touch with them by 3pm today (1/7/13) they would charge my card "triple the amount." I called around 11:50am and asked to speak with the manager. He was unavailable and the employee I spoke with assured me that he would call back right away. About ten minutes later I did not receive any call from [redacted], the manager, however my Debit Card was charged for $310 without my consent. [redacted] specifically stated I had to get in contact with him by 3pm and speak with him. He never called me back and my card was charged immediately for the fee of them having to come pick up a van that I had never requested. I would never have agreed to use an "In-Town" vehicle because this particular contract did not suit my needs at all. In total they have charged me $390 and I am being penalized for a mistake that I did not make.Desired Settlement: I would like to be refunded for the all of the fees they have charged on my Debit Card. This was not my mistake and their customer service is horrible. [redacted]- the man who is responsible for this entire oversight was incredibly rude and condescending in person during the transaction and on the telephone after the fact. He continues to deny any responsibility for this situation and refuses to admit that he never mentioned anything about a "Local Van" as opposed to a "One Way Van." I was under the impression that I was simply switching from a 14' Truck to a 14' Van and he assured me that this was perfectly fine. I am in no way responsible for this and I deserve a full refund for having to go through this terrible experience and deal with such disrespectful and degrading employees. I only wish that my conversation with [redacted] had been recorded- if anyone in the corporate office could have heard the way he spoke to me I'm sure his position at the New Windsor U-Haul would be in serious jeopardy.

Business

Response:

January 10, 2013

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

Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted]’s grandmother and explained company policy regarding in-town van rentals. He also fully explained that he addressed the situation with our employee, Mr. [redacted], who assured him he did go over all the information with Ms. [redacted] and that the U-Haul contract clearly indicates the rental was an in-town move. He offered his apology for the inconvenience Ms. [redacted] experienced. Mr. [redacted] also spoke to Ms. [redacted], who made the payment for the rental. He relayed to us that in an attempt to address her concerns, Ms. [redacted] controlled most of the conversation and did state she understood her paperwork indicated the U-Haul van needed to be returned to [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 turned in a U-Haul truck to him on Thursday, which he inspected and counted the blankets in the back. I left him boxes in with the blankets for him to re-sell, or so I thought. He called me on Saturday morning when I was several hundred miles away and told me to pick up the boxes or be charged a $25 cleaning fee. He then lied to me and said that he could not sell used boxes. I had recently bought several used wardrobes from another U-Haul dealer. In addition, if he had told me when I turned the truck in, I could have removed them. The man is unethical and it reflects badly on U-Haul. I must assume that he could charge a cleaning fee if you run through mud and do not wash their rented equipment.Desired Settlement: If he could be convinced to reverse the charges on the fee, that would be all that I can ask, but I'm not holding my breath. A black mark on his operation might be all that I can reasonably expect. That $25 reversal of charges is the monetary settlement that I am requesting.

Business

Response:

January 8, 2013

Thank you for your concern for our customer Mr. Brewer.

Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and advised him they reversed the Promissory Note.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have had my things in storage at uhaul in warren, ohio since November. I called them on 1/18/13 to ask how much my bill is. The women told me it was $93.00. I told her I wold be in on monday to pay an remove my things she said ok. I went this morning 1/21/13 she gave another price of 207 Iasked why she said some kind of processing fee and saidi had to pay for this month I said my things are not going to be here why would I have to pay for this month for a empty storage space. I then proceeded to ask for the manager he also told me that.,why do I have ro pay for a space that I am not useing then rhey said I can kwep my loxk ob it why if im not using it. I then called there 800 # and ask to speak with the manager there, they fowarded me back to the same place an said he was busy. Im going to get my things out I will pay the money but I want my money back. This is unfair pactice to hold your things hostage to get more money from you.Desired Settlement: Refund of my payment for this month.

Business

Response:

January 23, 2013

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

Ms. [redacted] our President for the U-Haul Company of Akron, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] had not paid her December rental fee of $63.85. On December 24, 2012 the late fee was applied making a balance due of $78.85. On January 4, 2013 another late fee was applied, now bringing the balance to $93.85, which was the day Ms. [redacted] called to obtain the total amount due. The storage rent was still not paid and on January 20th a lien fee was applied. Ms. [redacted] relayed that all fees are stated on the U-Haul contract. Rent was due again on January 21st creating another charge for $63.85, which then made the balance $207.70. At some point Ms. [redacted] decided to remove her items from storage and we only charged her $143.85, which she owed due to not paying December and the late fees that were applied per the contract. Ms. [redacted] was not charged for the January rent since she vacated the same date of the due date. Ms. [redacted] explained that our GM of our storage location was in contact with Ms. [redacted] and completed her move-out of her storage unit.

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 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 daughter and her boyfriend rented a truck to move our belongings mine into storage and hers into a rental apartment. During the move the truck got towed with my belongings on the truck the truck was locked. Her boyfriend [redacted] was the driver at that time.We notified U-haul immediately and they assured me that my belonging will be released to me once they retrieve the truck. Two day later they retrieved the truck and didn't notify me. We I called them to determine the status of my personal belongings they indicated the truck was empty. Horrified I immediately contacted the police to file a report and the officer called U-haul. They contacted U-haul and 5 min after filing my report I received a call from U-haul to notify me that they found some items of clothes. I drove over to U-haul and directed me to a metal donation box that was locked. When I peeked into the box I identified some item and called the organization to open the box. I was stunned to find that first they lied to me indicating that the truck was empty. That had I been minutes late the box would have been emptied and I would never have known my items were there. I called the police and took pictures and called the President [redacted] who passed the issue on to his manager to handle. The next day I received another call that they found more items this time in a completely different area of the site. I made a list of everything that was left on the truck and they were unwilling to resolve it for months. I relentlessly pursued the issues higher up in the organization when they sent an investigator out. Since then I've heard nothing. I beg you please help me resolve this matter I want to be compensated for everything that was stolen I place the blame squarely with U-haul and it is unconscionable of them to lie and hide and to cause their loyal customers such pain and suffering.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

When I calculated the value of the items I lost I can understand the with time and resale that I will never recover the full value so I am asking them to settle $8,000

Business

Response:

March 8, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He relayed that they made attempts to reach Mr. [redacted] regarding the truck being overdue but received no contact back. When the truck was retrieved from impound, it came in with no lock on the back. He assured our office that everything in the back of the truck was returned to Ms. [redacted]. Although certainly unfortunate, we cannot be responsible for an issue that took place at an impound yard.

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.

When I called to notify UHaul that my items were on the truck that the truck was lock they notified me that once they retrieve my belongings they would notify me. I received no such call I have proof that the truck was locked and once more I've attached pictures as evidence that my items that were in my luggage was disposed of by someone at U-Haul and they specifically told me that the truck was empty. If I hadn't been persistent and clear they were lying to me then I would not have personally gone to the site Had I not looked into the box I wold not have seen my items and if the box had been emptied then I would not have had any proof that the truck was indeed not EMPTY as they claimed and lied about. The Vice President at the site accepted responsibility after I had gone to his superior who then supported me in getting a face to face meeting with him. Only then did he decide to deal with this. They retrieved the truck and it was filled with my belongings and they disposed of it and lied to me. I have pictures to prove it and a police report that they sent an officer to the site when I discovered my items were on their site. What more do you need? Sincerely [redacted] Regards,

Since

Business

Response:

March 21, 2013

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

[redacted], our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided and assured our office their concerns were carefully researched previously. Please be advised our decision in the matter still remains the same.

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.

Not only am I providing details as to why I don't agree with their response I have photographs and proof that the they lied about the truck being empty. I've attached pictures to prove that I found my belonging on the premises when they clearly lied to me telling me the truck was empty. They are trying to lay the blame on me stating the truck didn't have a lock on it. They are also laying blame on the towing company then can they explain how my belongings landed the the donation box and how did the rest of some of my items surface two day later in another location. Please tell me why you think I don't deserve justice in this matter??? I am the victim of a crime and I am not going anywhere this this matter is adequately resolved. Manager [redacted] admitted to me that they were in the wrong why will they not admit this and find some resolution. I've been a customer of Uhaul for many years. I unfortunately did not personally rent this truck this time. I am not going away I promise this will not happen to another customer you have my WORD. I have rights and I will find it justice. Regards, [redacted]

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: 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: 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]