J.R.J. Tara Corporation

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

Business

Response:

November 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

Product_Or_Service: Covered Trailer

Account_Number: unsure since there wDesired Settlement: DesiredSettlementID: Refund

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

Business

Response:

June 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Our records indicate a refund for $69.08 was issued back to Ms. [redacted]’s [redacted] account ending in 9326 on May 28th. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Since filing the complaint, I have received my refund.

Regards,

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

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

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

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

Business

Response:

October 26, 2012

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

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: 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 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: [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: 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