J.R.J. Tara Corporation

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

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

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

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

Business

Response:

March 25, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

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

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

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

Regards,

Business

Response:

April 9, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

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

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

Regards,

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation with U-Haul for a 12 Day term, 300 estimated miles for a 26' Truck for the date starting 8/22/13. They sent an email with confirmation for Reservation #[redacted] on 6/20/13 for an estimated price of $914.40. I received a telephone call on 8/16/13 stating the cost of the rental would be $2800. I called to ask for an explanation and was told that the cost had been raised to $2800. When pressed, I was told by the customer service representative that she had an email outlining the reason for the charges but she could not share it with me. I was also to that I could submit a complaint online or call back during business hours to speak with someone else. I called back on the morning of 8/19/13 and was alternatively told that my reservation was no longer valid for the quoted price, as the vehicle was not available or also that the reservation could be honored, but for the price of $2825. When I inquired further as to a reason for the charges I was only told that this was the cost of the rental.

I check the FAQ on U-Haul's website and nowhere did it say the cost could be tripled without notice. All I could find is that my reservation, once made, is guaranteed. At that point I canceled my reservation.Desired Settlement: I feel that this was a dishonest tactic by U-Haul to raise the cost of the agreed upon contract, with little time left to find alternate options. When I requested a reason for the charges, I was told that this included the mileage, days and cleaning fee. When I asked for an explanation as to why this resulted in a 309% increase in cost, I was told that this was the cost of the rental, without any additional information.

I would like an explanation of charges as well as a reason for why this significant rise in cost was not made clear in the previous 8 weeks that the reservation had been made for.

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our office for review. Our records indicate the name of our customer listed on the rental contract is Mr. [redacted].

Ms. [redacted], our Traffic Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She relayed that Mr. [redacted] was contacted and he stated he had no issues with the rental and was not aware his friend, Mr. [redacted], had filed a complaint with the Revdex.com. Ms. [redacted] did advise our office that this rental was for an event that takes place in the desert. When our equipment is used for this event we charge a special rate to cover cleaning of our equipment.

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: Hello, I have a complaint regarding the customer service and billing of a U haul business I believed is owned/managed by a very rude person. I picked up the Uhaul around 12:30pm or 1pm, he was having issues with running the authorization through due to the system was down. So, he had to run it through manually. He demanded the U haul be returned at 4pm which gave me 3 hrs at the most to use it. The business closed at 4pm and when we arrived a fews minutes after 4pm there was noone there. He's charging me 142.89 for not even a full day. I disputed with my credit card and he's saying the billing is for a second day. I have rented U hauls in the past and never had a problem or been overcharged and had it for a full day. I will also report how he is getting over directly with the U haul franchise. I'm sure it's happened to other people. He has refused to return my calls. The amounts he charged on 6/4th was $55.83 & $87.06 the amount I was disputing was the $55.83.Thanks, [redacted]Desired Settlement: I would like to refunded for the $55.83.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email:Dear Ms. [redacted], Thank you for taking the time to contact us. I have spoke to the Area Field Manager that oversees The Mail Room, he will be looking into your complinant. Looking at the contract, you were overcharged for the extra day. I have refunded you in the amount of $32.95 to credit card that was used to make the reservation. You should see the credit within 3-5 business days. I am sorry for any inconvenience endured during your move. If I can be of further assistance, please feel free to contact us.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 originally reserved a 26 foot Uhaul truck to be picked up in [redacted] on August 9, 2013 and to be dropped off in [redacted] on August 11, 2013. The day before I was planning on picking up the truck, I got a call saying that they could not fulfill my reservation, as there were no 26 foot trucks in the area. They said that I could drive 30 miles one way, and pick up a smaller truck and then drive back to [redacted] and pick up a trailer. I told them that this wouldn't work because of the space required and available where we had to load the truck. Later that night they called and said that there was a 26 truck available, but it was 70 miles away in [redacted]. I asked at least twice what time was the earliest we could pick it up. The lady I talked to said that they would for sure be open at 6AM. So my girlfriend and I got up at 4:30AM to drive that 70 miles, one way, only to have to sit there and wait for almost an hour. The guy who owns [redacted], I believe his name is [redacted], decided to show up that day at almost 7AM. We mentioned that we were waiting at 6 to pick it up and he responded with something like, "When you get to be my age, you do what you want. I saw that reservation pop up last night for 6AM this morning, but I figured that I'd just roll in around 7 because it doesn't matter." It mattered to us. Once we finally got the truck, the fuel efficiency gauge was not working, the check oil light came on a few miles down the road, and one of the tires looked like it was ready to blow. When we got back to [redacted] we stopped at the U-Haul place there to pick up the furniture pads that I had originally reserved to pick up with the 26 foot truck there. I had to wait around for another half an hour, as the pads were not ready. I reserved 5 dozen pads, but I only received 58. They were also not folded very nicely and they were not bagged. When we went to drop off the truck and pads, the guy at the U-Haul place in Hibbing, MN made us stay and help him fold and bag the pads, even though we had already folded them better than how we had received them. This was another half hour of our time wasted by U-Haul. Later that day I received an email to complete a survey on my experience with U-Haul. I was very honest because I was very disappointed with the lack of customer service. Through this whole ordeal I probably spent 3 hours on the phone with U-Haul "customer service," as I kept getting transferred around because no one seemed to want to, or be able to, help me. Anyways, today I received an email from [redacted], the guy who runs [redacted], the place where we first picked up the truck. This is what he said, "Hi [redacted]. I would appreciate it if your friend with you on your U-Haul pick-up would at least be honest when she sends a review to U-Haul. She knows what she wrote and to be quite honest it is a very sad person who has to lie so outright just because thing didn't go just her way......Thank You." He has absolutely no right to attack either of our characters, as we were both being honest. Neither of us is sad, and neither of us lied. And why should be not expect a company to do what it said it was going to do? We weren't asking for miracles or anything like that, we just expected U-Haul, and its representatives and affiliates, to honor their committments and treat us with respect. If [redacted] can't take honest criticism, than he shouldn't be in a place where he is serving anybody in the public.Desired Settlement: With everything that has gone on through this process, I feel like I should not have to pay a dime for this "service." We have been treated terribly every single time we have tried to get help or sought any kind of service.

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:

Good afternoon Mr. [redacted], Thank you for using U-Haul for your recent rental. My apologies for how your rental transpired. The number of requests for equipment in that area have been overwhelming and, although we were prepared for an increase, we were not expecting that large of an increase. It was, however, pleasing to see that you were able to get your truck, in the size you wanted, on the day you wanted and, although not seen in your message of concerns, that someone in the Traffic Department allowed you a $100.00 reduction in your rental rate to compensate you for your travel to [redacted]. And, it appears from your note, that [redacted] allowed himself to come in a little later that morning. ([redacted] is in a farming community, and farmers are finished with small grain harvest in that area, so he does not need to be there at six - with, of course, the exception of his U-Haul customers.) And you are correct, he should have said something to someone if he was not going to be there at 6. His Area Field Manager will meet with him about that issue and the gentleman who had you help him with folding your furniture pads and bagging them, upon their return. Some dealers do that, and some simply charge you $1.00/each for folding them for you. It appears that this saved you $58.00 and it saved him some time. Thank you for working with him on those, appreciate it. In addition, Mr. [redacted], to the $100.00 rate reduction, I have also sent you $50.00 in V.I.P. Certificates. These may be used for any of the products, or services, that U-Haul has to offer. And, thank you again for using U-Haul for your move. Sincerely, [redacted], E.A.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

October 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Problem description:

Made reservations for 2 U-Haul trucks on 10/22/13 for 10/26/13. for a location that I pass each day , near my home. I received an email at 8:13pm on 10/25 telling me the location site was changed to a site across town;. The confirmation notice states: "If, for any reason, you need to make changes or cancel this reservation, please visit your account at [redacted].com by Friday, October 25, 2013." I called immediately after receiving this email to find the office closes at 8pm.[redacted].com, "Reservation guarantee When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50. " I called Customer Service 1-800-[redacted] and spoke to June, who referred me to Traffic Dispatch 1-800-[redacted], spoke to [redacted], who then sent me to [redacted] who told me to call Customer Service...

Desired Settlement: Billing Adjustment

Desired Outcome:

I would like them to honor their guarantee on both trucks. As they charge per mile distance and I had to pay for gas for that extra distance. Not to mention I was two hours late getting the vehicles, while I had workers waiting to help move my household goods. Dispatch sis change to gas per mile Saturday morning, but it still included 88 miles total that I did not plan on, as well as time wasted for 10 workers and unnecessary aggravation &frustration. I began calling Saturday morning at 7 to figure out what to do; told to wait until 9 for a supervisor...if they had told me Friday morning, I could have resolved it myself. After office hours the night before left me with no choice.Desired Settlement: I would like them to honor their guarantee on both trucks. As they charge per mile distance and I had to pay for gas for that extra distance. Not to mention I was two hours late getting the vehicles, while I had workers waiting to help move my household goods.

Dispatch sis change to gas per mile sturdy morning, but it still included 88 miles total that I did not plan on, as well as time wasted for 10 workers and necessary frustration. I began calling Saturday morning at 7 to figure out what to do; told to wait until 9 for a supervisor...if they had told me Friday morning, I could have resolved it myself. After office hours the night before left me with no choice.

Business

Response:

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

[redacted], our Executive Assistant for our Richmond regional office followed up on the information Dr. [redacted] provided and informed our office she sent her the following email:

Dear Ms. [redacted], I would like to apologize for your recent experience when making a reservation with Uhaul. I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to the customers preferred location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below: https://www.[redacted].com/[redacted] We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After researching your contract, the $50.00 Reservation Guarantee does not apply in your case. You were never scheduled to pick up equipment at your preferred location in Forest, Virginia. I see our Traffic Manager did lowered your mileage rate for the inconveince of having to go to the Lynchburg location. Again, I am sorry. We appreciate your business and value you as a customer.

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 understand trucks may not be avaialable at the locations we request, but to wait until an office is closed to send a confirmation is outrageous. The customer has no time to plan other wise,. It is very unprofessional, decietful and agrravating.The email to notify me of the change of location came at 8:13 pm the night before pick up. The email said I had until 10/25 to make any changes. I called the number included iin the emaill and there was no answer. I called the customer service number and they said the office closed at 8pm. How would I resove anything if the office sent notices after hours?As I noted earlier I had to drive 2 trucks an extra 88 miles total, from the changed location. When I finally reached an supervisor at 9am Saturday, he did reduce the gas expense but I still had to pay for an etra 88 miles, distance that U-Haul made money from; and gas in the tank out of my pocket.Once I arrived to the reassigned location their internet was not working nor their printer. It took almost an hour to get out of there and I did not recieve a contract. In the meantime I had workers at my home waityng for the truck. I did put gas in the truck, and was charge outrageous refueling fees I was not made aware of, but was told by customer service it was stated in the contract...that I did not receive.

Regards,

Business

Response:

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

[redacted], our Executive Assistant of our Richmond regional office, reviewed the recent information Dr. [redacted] provided and informed our office Dr. [redacted] was sent an email explaining a refund for the $50 Reservation Guarantee Fee does not apply in her case. Dr. [redacted] was given a discount by lowering her mileage rate to obtain the equipment at an alternate pick up location. Ms. [redacted] relayed that Dr. [redacted] agreed to the alternate pickup location after the discount was offered. Please be advised our decision in the matter 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 was not notified of the cahnge of location until the night before pick up; after business hours. I was to pick up the trucks saturday morning. I had 10 people waiting to help me move, at that point I had no choice. So I was'forced' to take what they gave me. I made the reservation Tuesday. Had I known earlier I could have made other arrangements. Penske and Budget both service our area as well.As a large business sending notice of change after business hours at the last moment is unethical and unprofessional.Regarding the discounted gas rate, U-Haul was more then reimbursed via the extra miles I had to drive each vehicle. back and forth to the distant location; I was not truly given a discount. Not to mention the time lost in travel and waiitng for the pick up location to have internet service to process the rentals paperwork.The entire situation was very unprofessional. And the reimbursement clause is deceitful.

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,

Review: I rented a truck for a one-way move and dropped off the vehicle at the correct location, after hours, yet Uhaul could not account for vehicle until 2 days later in which I was charged for 2 additional rental days. I was also told that I dropped the truck off at the wrong location. I disputed the claim and after investigating Uhaul admitted to both errors and credited my card for the 2 additional rental days. A month and a half passed when I received a letter claiming damage to the vehicle.....that the passenger side mirror was ripped off the door. I contacted [redacted] Insurance Company and explained that Uhaul could not account for vehicle for 2 days and that the drop off location, after hours, was not secured. I 100% did not damage that vehicle and I have 3 witnesses to back up my dispute. I was advised by [redacted] Insurance Company that I needed a letter from Uhaul dismissing the claim in order to rectify the matter. I have made numerous calls to the rental location and the corporate office yet no one could see any record of the claim....only that I was credited for the additional charges.I finally received a corporate claim # 471795 and was contacted by [redacted] who also could not find a damage claim so I e-mailed the letter from [redacted] Ins. Company. I did not hear back from [redacted] so I followed up a few days later and she had no clue why I was calling and referred back to the charges that I was credited. I contacted [redacted] Insurance Company and explained I have gone above and beyond trying to resolve a matter that I'm 100% innocent of and that, even, Uhaul has no record of. I asked the claim rep. with [redacted] if she would help in this matter in which she responded, let me see what I can do. That was 12 days ago and no word from anyone! Desired Settlement: I would like for this claim to be dismissed and a letter from [redacted] indicating no fault on my part and a letter from Uhaul apologizing for the false accusations and the many errors as a result of their incompetence.

Business

Response:

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

Attached is a letter from [redacted] Insurance Company in regards to Mr. [redacted]’s 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

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.

In the response from [redacted] Insurance it states in 2nd paragraph that my reservation was for a 20 foot truck and that the "Reservation shows the rental as a One-way rental". See the attached document that shows a reservation for a 17 foot truck and if my "reservation shows for a One-way rental" why would the U-Haul rep. change that to an In-Town Rental without my knowledge or consent (I signed a contract not knowing U-haul changed my reservation voluntarily). You may also see on the attached document my requested drop off location.

This clearly is a huge mistake(s) on the part of U-Haul and its representatives from the very beginning!

I will not, personally, accept the letter from [redacted] as a resolution to my "issues or concerns" but I will consider this CLOSED as it is clear U-Haul will not accept responsibility for their many mistakes.

Regards,

Business

Response:

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

We appreciate Mr. [redacted]’s feedback and are sorry if any information was incorrect. He did receive the refund from U-Haul he required and is not being billed for any damages.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, followed up on the information Ms. [redacted] provided. She advised our office she left a message for Ms. [redacted] requesting a call back call to personally address her concerns but has not received a return call. Please be advised when we call for authorization on a credit card but do not send the charge in, the hold on the card will automatically drop within 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

February 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Wednesday, March 19th, I called the Abercorn location of Uhaul in Savannah to arrange a 14' truck and vehicle transport. I scheduled the two for the next morning, and everything seemed to go fine. However, approximately an hour later, I received a text message stating that my equipment would be ready and available to pick up at the Ogeechee Rd. Uhaul location. I called that evening to confirm that the equipment would be ready in the morning as I also reserved moving men through Uhaul to be at my apartment at 10am. The person on the phone assured me it would be and suggested I check-in online. I did so. Upon arriving at the Ogeechee location on Thursday, March 20th, I walked past at least 8 men, who seemed to be owners or managers of other Uhaul facilities. At the desk, an extremely rude girl, [redacted], asked why I was there. When I stated I had a reservation for a truck and vehicle transport, she said to fill out some forms on the digital pad on the desk. I told [redacted] I had already checked in online, but she did not seem to even understand that process. So, I filled out all of the paperwork again. I noted in the paperwork that the mileage guaran[redacted] I saw online and was confirmed during my phone reservation, 445, was now a lower 432 miles. I objected, but [redacted] had a take-it-or-leave-it attitude. She was unwilling to accept that there was a mistake. After finishing the paperwork, [redacted] then said that she did not have the reserved vehicle transport at her location. The time was very close to when the reserved movers were to be at my apartment. She began looking at other locations for the vehicle transport through a company messaging system. Another man, one I assume was a owner-manager tried to help, but [redacted] said something to him that made him throw his hands up and say "I'm sorry; I'll mind my own business." [redacted] could not explain how a guaran[redacted]d reservation of equipment was not met and would generally not speak to me at this point. A man named [redacted] (I could see to a desk that said owner-manager of this location and a placard read [redacted], but I am not sure if this is the same man) began taking customers behind me on another computer while occasionally glancing at [redacted]'s screen. After no less than an hour of waiting, [redacted] found the type of vehicle transport I reserved "about a mile down the road." I asked if someone there would be able to attach my truck to the transport, and she said yes. I left with the 14' truck, and my son drove my car to the apartment, where the reserved movers were already waiting for no less than 15 minutes. Therefore, I already lost time on my contract with them. During the time the movers worked, a woman called from "Uhaul reigional office." She informed me that the location that had the transport would be unable to attach my vehicle and that I would need to go to another location in Rincon, GA. I was taking furniture down to Florida, and Rincon was 23 miles north of Savannah. I said this was unacceptable and asked if none of the men who were having a meeting or standing around at the original location could go pick up the transport or come with me the mile down the road to attach the transport. She refused both options stating she was "under-staffed." I counted a minimum of twelve men at the original location through security cameras that showed the backlot. I asked to speak with [redacted], the owner-manager, and she refused, stating he was not at this location. I now know this was [redacted], the girl at the front desk I had always been speaking to, and that the place I made my reservation was indeed the regional office. As I did not know this information at the time, due to her obscurification of the facts, I asked for a corporate number to help me solve this issue. I was upset and desperate, as I had nearly moved all over the furniture and belongings from the apartment. [redacted] refused, and then finally gave me her name, demonstrating she was lying about her location. Before I could hunt down the number for Uhaul corporate, I spoke with [redacted], a lovely lady at the Rincon store. [redacted] tried to contact a person to see if she could bring me the transport from her store, but the person was out of town. I was forced to travel over an hour out of my way, delaying my move even further, to get the vehicle transport in Rincon. [redacted] and the owner-manager of this rental location, Ed, helped me put my truck on the transport, secure it, and gave me advice on the trip. They could not believe the hassle the other office gave and apologized. [redacted] noted that [redacted] was supposed to give a discount on the truck due to the extra mileage put on traveling to Rincon, but [redacted] had not. I got on the road three hours later than I had intended. This cause me to have to cancel the movers I had scheduled in Florida, my destination. My son and I had to unload an entire truck in the dark. Also, because of the delay, I was unable to drop off the transport that evening, causing me to receive a citation from my community for parking overnight. The next morning, Friday, March 21st, I was headed to the location I was given to drop off the truck and transport, [redacted] at [redacted]. I had my son call the location to find out what side of the highway it was. The person who answered the phone at this location asked my son "what are you bringing me?" When my son said a truck and transport, he said "no, don't bring that here. I meant to call them [Uhaul] and say that I cannot accept a transport. Don't bring it here." When My son explained it was the location given on our contract, the man rebuffed him and said to take it to the Uhaul store down the road at 3626 Us 1. Again, a change by Uhaul cost me mileage. When I arrived at this new drop off location, I explained just a few of the massive incompetence of this reservation and the people who handled it. [redacted], the man who accepted the returned, empathized and said that this was not how Uhaul should work. He apologized, said he would address any mileage issues due to their mishandlings, and suggested complaining to the corporate offices. I did call on Monday. I spoke with a woman who said her name was [redacted]. She took my complaint, again apologized, and said that within 72 hours I would be called back with a solution to all of these issues. She even gave me an extension ([redacted]). I waited the 72 hours and more, and I finally called back the corporate number on Friday, March 29th. I tried [redacted]'s extension, and it did not work. I called back, and spoke with a woman named [redacted]. When I asked for her extension if we got cut off, she said she was unable to give it or her last name or location, due to "legal reasons." She began listening to my complaint again, and said she needed to put me on hold to pull it up. As I feared, I was disconnected. I called again, asked for [redacted], but a woman named [redacted] said she could not connect me to her. [redacted] began investigating the complaint, and again disconnected me. On the final try, I spoke with [redacted], who apparently could give me her last name. She looked up the original complaint, said it had been closed without contacting me as promised, and that she would "try to get someone to talk to you." After approximately 20 minutes, [redacted], instead of connecting me to the regional manager as she said she would, just gave me the number. I called the number, and a man named [redacted] answered. He said he was the Regional Manager, but seemed dismissive, and after just a minute of reading my complaint said he had to transfer me. He transferred my call to [redacted] (I asked and it was not the same woman at the corporate number). [redacted] identified herself as a Regional Manager too, and she said she was located at the original Ogeechee location. [redacted] asked me the issue, and after beginning for the fifth time to explain ALL of the issues with this service, she stopped me short and said she remembered the issue. She couldn't explain why my complaint was closed without contacting me as promised, said "oh yeah, you just had an issue with where you wanted to pick up stuff," and I told her no that the issue was much more complex and involved. She did not want to hear the entire ordeal and suggested she could offer me a $30 refund. I said this was not enough for the loss of time, the loss of services through the two movers I scheduled, and the hassle of a neighborhood citation and extra mileage. She put me on hold and returned, stating she could offer me a "$50 reservation guaran[redacted]." Again, I said I did not believe this compensated for all of my loss. She asked what would. I said, at minimum, $100. She scoffed, put me on hold, and then returned and stated she would not. I said I saw no reason to continue speaking and would contact the Revdex.com. I now have with this horrendous ordeal that caused me worries, troubles, stress, and loss of money.Desired Settlement: I would like half of my contract cost refunded due to my loss of time, money, and stress throughout this situation. That amount is approximately $187.50.

Business

Response:

April 4, 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 Coastal South Carolina regional office, followed up on the information Ms. [redacted] provided. He informed our office, in addition to the refund for the $50 Reservation Guaran[redacted] Fee issued to her [redacted] account on March 28th, a supplemental refund for $80 was issued as an adjustment on her rental back to the same [redacted] account today. Both credits totaling $130 should post on Ms. [redacted]’s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On February 28th, I scheduled a pick-up for a u-haul at [redacted], a local u-haul dealer. I was told on the order form I should wait until I got a call from the dealer for my pick-up time within the hour. Several hours later, I still had no call, so I called them and they told me I was late, my pick-up time had been scheduled. I went to the dealer and was told I could still get the van that day. I expressed concern that my drop-off time would be off, since they scheduled an earlier time without telling me.

I was explicitly told by the employee there that I could bring the u-haul back late, it was fine. I was then charged an initial amount of $68.53. I specifically made sure to note on the contract I signed that the employee would allow me to return it late.

Now knowing that I had been told I could bring the u-haul back late, I brought it back 27 hours later-- three hours after the 24 hour mark, knowing "it was fine." His words.

I was then charged an additional amount of $67.06. This was much higher than I expected, and having just moved I was completely broke, so this was a hard hit. I spent all weekend on the phone but was told no resolution could happen until the end of the weekend, leaving me completely broke all weekend.

At the start of the next week I was told I was charged an additional amount for bringing back the u-haul late. When I explained that I was told I would be able to do that, I was told that while the employee may have said that, since it was such a busy weekend they charged me anyway. This was completely unacceptable to me. At this time, I was told I would receive an e-mail with a discount for future u-haul purchase.

I never received this e-mail. I called my bank and disputed the extra charge, and was credited the amount. At this time, I threw out the contract I had indicating I could return the u-haul late. I had my refund and was ready to move on from the issue. However, I also noted it on their contract, which they may still have.

I later received a $130 charge from u-haul. I had no idea why and when I called no one could figure it out. Several days later I was informed it was due to a ticket I had received. I received no ticket. I've seen no proof of this ticket, and no one at u-haul could provide me with any proof or any explanation.

Now, I've recently seen the disputed charge from my bank account reversed, and debited back to u-haul.

This is unacceptable. U-haul has lied to me, caused me grief, failed to honor their word and continually charges my account long after the transaction has happened. I am so tired of seeing mystery charges pop up from u-haul. I'm tired of u-haul being unable to offer any explanation, or offer compensation and then not give it. This is ridiculous, I'll certainly never use u-haul again. If they had just reversed the additional charges from when they said I could return late, that would have been fine, but after all this hassle and grief and lies I want all charges from this transaction refunded.Desired Settlement: $265.49, the total amount of charges from this transaction.

Business

Response:

April 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Brooklyn/Queens/Staten Island regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and discussed his concerns. He offered his apology for the inconvenience he experienced and advised him of a refund for the extra day charge of $33.81 although his rental did go into another rental period. The refund should post on his next [redacted] credit card statement. The VIP Certificate that was previously offered was not issued since Mr. [redacted] had declined it. The citation issued on the truck was mailed directly to the U-Haul Company since the truck is registered to U-Haul. While researching the ticket, it was found the truck in question was in Mr. [redacted]’s possession at the time of the ticket, thereby making Mr. [redacted] responsible for the fine.

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.

Hello,

As I told the U-Haul representative over the phone, the refund of the one extra rental day was no longer acceptable as a satisfactory resolution. I already asked for the refund, as I was told I would not be responsible for the extra day, and was refused. U-Haul was given every opportunity to refund this amount to me (which, by doing so now they're admitting was owed in the first place), and did not do so until I filed a complaint. My complaint clearly stated a satisfactory resolution was a refund of all charges from U-Haul, not just the one extra day's charges which they previously had the opportunity to refund but denied.

Again, this is not only to cover the amount that I was told I was not responsible for, but also all the surprise charges that were periodically racked up against me with no notice and no evidence, as well as the many lies I was told, and the confusion I received by having no explanation for the many surprise charges.

I did not in any way decline the discount certificate. I very specifically told the representative to send it, he did not.

While not admitting to it, I'm also not at this point denying having a parking violation ticket written in my name. I bring it up to point out my frustration, as I never received a ticket, was never told by u-haul I had a ticket, did not park illegally, was told no one knew why my account was charged (which later turned out to be for the ticket), and was never given any proof of the ticket. I find it unlikely I was ever issued a ticket but was not given one. I was given and still have no method to fight it or defend myself, only a surprise charge from U-Haul.

Obviously this is terrible business practice, and was immensely frustrating. That, along with the other issues, hassles, unfair charges, surprise charges with no explanation, and blatant lies, are why I am asking for a full refund on all charges made by U-Haul.

Regards,

Business

Response:

April 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn/Queens/Staten Island regional office, reviewed the information Mr. [redacted] provide. She informed our office she had left a message for Mr. [redacted] and he did return her call. She relayed that he was charged appropriately and the refund for the extra rental period was in the interest of customer good faith. As we value Mr. [redacted] as a customer, the VIP Certificate previously offered was issued to his email address. The Certificate 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.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $329.70 was issued back to Mr. [redacted]’s [redacted] account on June 27th. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $59.92, which is half of the labor and wiring fee. The refund was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: There are several complaints; I just chose the most recent one as the "primary nature of my complaint."

I got 2 u-boxes from U-haul in late May 2014 in [redacted], **. I also hired movers THROUGH THEIR WEBSITE, who showed up only expecting one box. When I tried to make sure that I had only paid for movers for one box, I was told by U-haul to contact another company (movers.com I believe), whose phones were down. I had to move out that day as my lease was ending the next day, so I ended up just paying the movers an extra 80 dollars out of pocket. This also caused a problem for my movers, as they had a full day and were not expecting to fill two boxes. This should not happen when you book both the boxes and the movers through the same website (UHAUL).

Next problem was the price. When I signed up for the service, entering ALL my information (where it was going, that I needed delivery on both ends), I was quoted a price of $1050. Now it looks like I am being charged around $1700, though I cannot be exact as I still don't have my boxes and thus the final price, which is the next problem.

I had the boxes stored in [redacted], where I moved, because I was spending a month traveling for work. On Tuesday, July 15, I called the [redacted] location in [redacted], where I was told (via email from U-Haul) my boxes were being stored. The purpose of my call was to arrange their delivery at my apartment in [redacted] on Friday, July 18 2014 (3 days later). The first person I talked to told me that he wasn't sure if that was possible and that I should call back. When I called back, I accidentally was hung up on. On my next attempt, I was transferred to someone else (I don't know if it was at the same location or not) and she arranged my delivery for Friday July 18, 2014. I was also told that I would be contacted before the delivery about the approximate time of the boxes arriving so that I could tell my movers when to come. I then booked movers, again, through U-Haul's website, and indicated that they should come in the afternoon, just to be safe (in case the boxes didn't arrive until late morning/early afternoon). By Thursday at 1PM I still hadn't heard from U-Haul about my boxes being delivered, so I called my local branch (where my boxes were) to enquire about a time. The man I talked to had no idea what I was talking about. He told me he would have to call me back. After over an hour later I still hadn't heard from him so I called back and was told that he was really busy and couldn't deal with this right now. I ended up calling a total of 6 times by 3PM, still with no information. I waited until 5PM to call again and was again told that they didn't even schedule ubox deliveries at that number and he told me to call the [redacted] location. I am appalled that it took 7 calls for someone to tell me that I had to call another number to schedule a delivery, which should be a fairly routine request. At that point I asked for the manager and was informed that she wasn't there. So then I called the [redacted] number. After I told them my problem, I was put on hold, and then cut off. This happened two more times. The next person I talked to forwarded me to the U-haul customer service line! Finally when I talked to someone for more than a minute or so, it ended up being someone who wasn't actually at that location. He said he was fielding calls because that location was swamped. He said all he could do was give them a message and they would call me back. He also tried to get me to call the location where my uboxes were located, which is who told me to call him in the first place. Regardless I never got a call back from the [redacted] location. I finally went to the [redacted] store to try to deal with it in person. Again, they said there was nothing that they could do, no manager was on site, and I would have to come back in the morning. My last attempt was around 730 PM when I called the [redacted] number again. Finally I got someone who seemed to know what was going on, or at least knew how to use a computer. She found my boxes in the system. She told me that for some reason my reservation number had been changed twice from the original one I was given, which I thought may have been the reason for all the confusion, but then added that this was obvious in the computer. I asked her about my Friday ubox delivery request and she did confirm that there was a record of it in the system from the previous Tuesday. When I asked her if that meant my uboxes were being delivered on Friday, she said that she could not confirm that the message from my location was actually sent to whoever delivers the boxes but they should be. She gave me the manager's name and told me to find her the next morning.

This brings me to Friday when I finally got a call from the manager at the [redacted] location. She told me she had no idea who I had scheduled my delivery with but that I was not going to get my boxes today. This is absurd as the way I scheduled the delivery was by calling her store. She also told me that there was no record of my request for Friday delivery, which is either a lie or the woman on [redacted] for some odd reason had more information about my order than the manager where my boxes were. Nevertheless I was told that I could not get them until late Monday. This is highly inconvenient as I had already scheduled movers, taken off work, and had planned to get my apartment in order over the weekend so that I could start back at work on Monday. Furthermore, given this experience, I asked the manager if she could send me an email confirmation that I would get my boxes on Monday. She refused several times, telling me that her word should be enough. That is unacceptable and highly unprofessional. She previously told me that my boxes weren't being delivered because there was no record of my request (which someone else confirmed there was) and yet me asking for a record of my request was not even considered. All the while, the longer my boxes stay in storage, the more I am getting charged.

I honestly have never dealt with such incompetence in my life. The customer service was atrocious. The level of knowledge about a very routine request was well below par from AT LEAST 9 different people that I was instructed to talk to.Desired Settlement: First and foremost, I want my u-boxes to be delivered.

Secondly, I would like a price reduction. The original quoted price should be what I pay, if not less for this debacle of an experience. I certainly shouldn't have to pay for storage due to your employees incompetence.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office his staff contacted Ms. [redacted] and offered an apology for the inconvenience she experienced. Mr. [redacted] relayed that the delivery of Ms. [redacted]’s boxes were scheduled and there will be no charge for the pick up or delivery.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 reserved a moving truck in [redacted] using the online service. There was a 14' truck available at 4:15 at the [redacted] location. This was for July 31st. I called the office on the 30th to see if we could pick it up earlier. I was told there was no reservation but to call another number. I called the other number and was informed that I would need to pick up the truck at 12pm the following day at [redacted]. This is a 45 minute drive from [redacted]. I was told there was no way that I could get this truck brought to [redacted]. Also, I would not have even known this if I had not called as no one had contacted me.

I have been inconvenienced by having to pay mileage to and from this location, two hours of two persons time to retrieve and drop off the truck and gasoline.

I called the [redacted] number and spoke to someone in customer service and the gentleman I spoke to was rude and flippant about the concerns I had. When I told him I would go to [redacted] when renting a truck again he states, "oh, well".

This has been a very frustrating experience and I wanted to write a review on the page but got an error message so that I could not share this experience with other people looking at renting from Uhaul. Go figure.Desired Settlement: Reimbursement for additional mileage, time and gasoline. Apology for how poorly this was handled.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our [redacted], AB Regional Office sent an e-mail to [redacted] apologizing for her recent experience with our company. [redacted] also informed [redacted] she was refunding the entire amount of the rental of $90.23 to the credit card on file.

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: Shortly after moving to [redacted], I reserved (by giving my credit card number) a storage unit that was advertised as 8x6x6 for $84.95/month. I received a special $1/month rate for the first month.When I got into the Uhaul to sign my lease, I told the Representative that I did not need to view the storage unit because (mathematically speaking) a queen sized bed would fit in an 8x6x6 unit comfortably. She insisted that I look, and for this, I'm very, very grateful.The unit that she proceeded to show me was located in a back corner of the storage-unit-area, and it was in the shape of an obtuse triangle rather than rectangular. I realize that I never asked Uhaul to specify what shape the unit was, but I assumed that (with the dimensions being 8x6x6)anything less than 288 cubic feet would be noted.The Rep was apologetic, and showed me the other units that they had available. (And I appreciate her courtesy; I realize this was unlikely to be her fault.) I ended up going with 10x20 unit that cost $144/month with the same 1st month special.The part of my experience that really upset me was: this felt like a 'Bait & Switch' to me. The unit I reserved initially shouldn't have been advertised with the dimensions that it was, but I'm frustrated because I stopped shopping around early in the day because I had already made a reservation. I COULD have found the size that I needed for close to (if not the same) price had I kept looking. I feel like Uhaul used a good price on a unit they should have been aware had funky dimensions to get me in the front door and then offered me a unit that was near double the cost- suspecting that at the end of the day, after moving my entire estate cross country, I'd just agree to anything they presented.All this being said, the $1 for the first month helps a lot. If I decide to break my lease prior to next month- then no big deal. However, while I had budgeted to leave my things in storage for several months if need be, I will not be able to at $144.

Product_Or_Service: Storage Unit

Order_Number: Storage Reservation

Account_Number: Storage ReservationDesired Settlement: DesiredSettlementID: Refund

I spent over $700 at Uhaul getting to [redacted]. Their truck/dolly/and moving supply services have been fantastic; I don't want free money or anything like that.What I would like is for Uhaul to honor the $85/month rate that I signed on for should I leave my things in storage for longer than 30 days. As I said before, the Bait & Switch did not change my Day 1 Costs because of the 1st month special.

Business

Response:

August 22, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Constance Turner, our Storage Manager for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email in response:[redacted] I tried reaching you earlier at the phone number you provided as contact. I received an email in regards to a concern that you have with a storage account at U-Haul Moving & Storage of [redacted]. I reviewed your account and I did notice that you placed an order for an 8x6x6 using on July 28, 2014. We regret and understand that you were upset with the requested sized not being available. It's unfortunate that this occurred, however we did accommodate you with a unit(8x8x6), which is 2 feet greater in width and greater in cost. I understand that you are seeking resolution to accommodate what you originally agreed upon. At this time there are no units available at [redacted] in the amount of $84.95 for an 8x6x6. Once a unit becomes available, I can arrange a date movers of your choice from [redacted] to move your items out of the current unit into an 8x6x6 storage space. The amount of the unit that you are currently occupying can not and will not be reduce to the unit size that you originally requested. If you wish to continue occupying the current space the rate will be $144.95 until further notice. Due to the miscommunication, we can grant an additional month free for unit 147. [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,[redacted]Executive AssistantU-Haul International

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 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