J.R.J. Tara Corporation

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

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

I'm not expecting anything

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Subject: Uhaul Service

To whom it may concern,

On March 3rd 2013 when went to our storage room # 2064 at the UHaul facility on SE. Marina drive, Vancouver BC, we found the padlock missing and the sliding lock badly damaged and couldn’t be opened without the assistance of a UHaul worker who had to use tools to open it.

Janet Gyette accompanied us with this worker to help us open the door with the damaged lock. Before opening the door we asked Ms. Gyette if we should call the police first and she answered that it was not necessary as they deal with these issues internally. We followed her instructions and she also assured us that they would go through the video records and records of the swiping cards and alarms and the hidden security cameras to investigate this incident. She told us not to worry and that they would do everything to help us. She wrote a statement on their computer and told us to come the next day when they could give us more information.

With all this conundrum my husband and I were in a state of shock and denial that something like that could have happened in such a storage facility that advertises the premises as having maximum security and individually alarmed units. We didn’t even think of checking our second storage unit #1376 (located in the adjacent building) because we never thought this could have happened in the first place let alone both of them.

The next day we came to find out what happened, Michelle Benson (Center Manager) and her assistant Anabel, Horace T. Martin (Marketing Company President) and Sawez Khan (Area Field Rep.) told us that they could not give us any information at all contrary to what we were told the previous day. On top of this they said they could not help us and that we should call the police and deal with this issue ourselves.

Following instructions we called the police that came several hours later and while waiting my husband decided to have a look at our second storage unit #1376. The unit had been broken into in the same manner, the padlock was missing and the sliding lock was badly damaged. Again the unit had to be opened with the help of a Uhaul worker with some tools. Totally confused and trying to find out how both our storage units in such a secure building had been broken into and why either the alarms had not worked on both units and if they had worked why nobody reacted to them, the assistant manager Anabel made a following comment to us: she said I quote “We don’t know you, we don’t know what you do and probably you did the break in yourselves, or gave the information to others to do it”.

It was not enough that our storages had been broken into, some of our personal belongings stolen along with some private documents and information now we were being accused of doing it ourselves or being accomplices. It was a total humiliation as an individual, as a client, as a human being and as a professional. (My husband works in aviation security for many years and has all clearance and immaculate criminal record to do his job, my brother is a police officer in Europe and we are law abiding citizens).

We made our statement to constable Jason Ruzycki with the incident #13-32511.

Since that day we have been trying to find out what happened and how it happened but we are being denied any information, worse even, in our meeting with Sawez Khan today (Monday 11th) he reaffirmed the Uhaul position that they have no clue as to how this could have happened and that their suspicions still lay on us but then he added that if we had purchased their insurance we would not have a problem now and would not waist theirs and our time in lengthy discussions. This is an outrageous and insulting statement from another Uhaul representative.

We only ask from the Uhaul management to do a proper, impartial and honest investigation and inform us of what really happened.

Vladimir & Concepcion Stroganov

PS. For your information my husband is still recovering from a very bad car accident, his left arm is still partially paralyzed and can't be without assistance, as for my myself I'm very petite I weight under 100 pounds and physically it would be impossible for me to inflict such damage to these locks.

Our Contact Information:

Tels: [redacted] - [redacted] emails: [redacted] mailing address: [redacted]

Good morning,

Allow me to vent my experience with U-Haul installation of a trailer hitch.

On 8/9/2011, my wife went to U-Haul on 878 Memorial Dr, Chicopee, MA to have a trailer hitch installed on our 2006 Jeep Commander. It seem, while waiting, two of installers were having an argument, and in the process, was using profane language, yelling and swearing as it went along. The manager at the counter was also cursing at these two guys to quiet down, but it continued_ After a couple of hours, my wife paid the bill, and left. She relayed what happened to me, and I shrugged it off, but thought how unprofessional and tacky that was for a customer to have to witness this nonsense.

A few days later, I hooked up my trailer and checked the lights, but they were not working. I didn't want to go back to the Chicopee, MA U-Haul, so I went to the Westfield, MA office to see if they could straighten it out. While there, the installer pointed out to me that the installer in Chicopee hadn't installed a ground wire (he even admitted that was a stupid mistake!) I also purchased the hitch ball, ball drop and pinclip assembly from Westfield.

Because the Jeep isn't used on a regular basis, I was stopped by a local police officer, and he informed me that I had a taillight out. The bulb looked ok, but I replaced the bulb and fuse just in case. Then, I noticed all kinds of strange things happening to the rear lights. For instance, if you put either directional light on, both would blink (like if the flashers were on,) right rear bulbs were dimmer than the left side. I checked all the fuses, bulbs and ground wires on the taillight housings, but everything was ok. That's when I decided to go to the Jeep dealer, and have them run a diagnostic check on the car to see what the problem was. The mechanic informed me that what was causing all the strange taillight problems was the trailer hitch wiring. Some wires were not even connected, some were connected wrong, and some were corroded due to exposure to the elements under the vehicle (I live in the stormy Northeast.) After the U-Haul wiring was disconnected, the lights all worked fine, so I had the mechanic remove the trailer wiring, and I am now looking to find a qualified installer to wire my hitch.

I keep going back to the initial install in Chicopee, were the two is were arguing, and realize why this kit wasn't installed properly_ What would have happened if my family was involved in a rear-end collision because of the rear lights not working correctly??

To sum up here, you need to examine your installer's credentials before allowing them to splice into a vehicle's lighting system, because someone's life may depend on them doing a competent job!

I reserved a truck to be picked up in Temple, GA on 6/1 and was coming from NC to move my household goods there. I called on the way and was told the truck would be in CArrollton, GA 25 minutes out of the way. I called the number they gave me and was told they close at 3:00 and managed to get there at 2:40 pm. I was then told they hadn'thad any trucks for a couple of days and ddidn't know the phone number that I called. So.. I call Uhaul and guess what? no trucks available unless I now want to go 40 minutes further out of the way. Having already gone out of my way once only to find no truck available, do you really think I would continue the wild goose chase?

Unfortunately, this company does not stand behind its so-called guarantee. Reserved a 26' truck on a Monday, received a confirmation email with a guaranteed availability for Friday (my requested date)and then received an email on Thursday afternoon with a different pick up location 20 miles away for a 17' truck. When I called they said, "oh, sorry, we don't have any trucks available." So bottom line is that the guarantee is WORTHLESS. If they happen to have a truck, great. Otherwise, you are totally out of luck.

Uhaul charged my credit card 10 dsys before shipping my 2 U-boxes, despite the contract saying they wouldn't charge until the day it was shipped. Customer service reps could never help me or track my boxes and I got late notices before charges were even due...not to mention they were supposed to just charge my card. All in all a horrible experience.

Reservation made for a moving truck rental on 8-31-13. Received an email from UHaul, "We have a 17' Moving Van reserved for you and guaranteed Saturday, 8/31/2013 at 7:00 AM, returning Sunday, 9/1/2013 at 7:00 AM. We are located at [redacted] and our phone number is ###-###-####.". Later, I received another email from UHaul saying that the location for my reservation was changed. I had made all arrangements, including hiring movers to assist, so I was rather disappointed to be told upon my arrival (9AM) at the UHaul center that they did not have a truck for me for the scheduled time (24 hour block) but that I could take a truck for 7 hours. Since I am moving a 3 br house by myself this was not a viable option for me as I would not be able to complete the move in that time frame. Upon hearing this, the rep told me that he couldn't rent the truck to me since I wouldn't have it back in the specified time frame. I called UHaul corporate and they informed me that 20 miles away in another UHaul location there would be a 24 hour rental available starting at 4:30pm, a full 9 hours later than my reservation. The rep also told me that the same location had a 17 ft truck reservation unfulfilled due to a customer's failure to pick up the truck as scheduled. They invited me to go out to that location and pick it up for a 24 hour rental. I drove 20 miles across town to the other location to be told, "I'm sorry, but basically the representative on the phone LIED to you because if I rent that truck to you for 24 hours then someone else with a reservation in the middle of the day will not have a truck."

I am familiar with UHaul company policy that encourages the reps to overbook their rentals to maximize their revenue. They seem very well trained in telling you that your whole move will have to be inconvenienced (at your considerable expense) because they operate with unethical practices. Moving is a stressful experience and is also very expensive. When movers are scheduled and have to be paid regardless of whether or not you have a truck, when landlords expect tenants to vacate a unit on time for the new tenants, when plans are made and destroyed by a company's policy designed to maximize their own revenue stream, then this company does not deserve to boast membership in the Revdex.com. Though I understand that this is a busy time of the year for UHaul, I simply don't feel that their very competitive prices justify their methodology. Today they have completely destroyed my move and I don't even know yet how much money that this will cost me. I never even heard a single representative apologize for the mix-up, underlining the commonality of these occurrences with that company. I have never been treated with such little respect or even common courtesy as I have today.

I rented a 14' Truck to move in town. I did not ask for a Hand Truck or Moving Blankets. They were already installed with tie downs in the truck & they were in the way & did not allow me to use the space towards the back right of the truck... the Hand Truck would have scratched the furniture I wanted to load in that area & the bag that is strapped to the wall full of moving blankets is very large & does not allow you to occupy that corner of the truck. I removed both items so I could use the space & make less trips & when I returned the truck I was told that even though I didn't use the hand truck or the blankets that because I broke the tie down seal to move them out of the way that I was forced to pay for them. I tried to discuss this with the employee when I took the truck back & she would not even discuss it, just told me there was nothing she could do. I decided that I would call the store manager the following business day (Monday) & talk to him. As of today I have called 4 times & have both left messages with the call center & was told that they were sending him an Instant Message as well, but they could not reach him & he has never even returned my phone call. My first message I left for him was on Monday 4/21/2014 early in the morning & I left another message this Thursday morning. it is almost the end of the day Thursday now, & I have still not heard from the local store manager ([redacted]), nor have I heard anything back from the call center either... I feel that automatically installing these items in the truck when it occupies usable space & then automatically charging you when they are simply removed to have the additional usable space, is a way of "packaging" or "packing the bill" in a way to force an up-sell & increase revenue. In my opinion it is deceitful & offensive, especially when you spend the mojority of the week & are not able to even get a call back from the store manager or the service center when I have alerted them the 2nd & 3rd time leaving messages that the store manager is not making any effort to call me back.,,
I am in need of another UHaul from Pocatello, Idaho, back here to Salt Lake City, Utah & I am seriously considering using another rental company... kinda leave a bad taste in my mouth & not very much respect for how the business operates, nor the management personal in the local facilities.

I rented a truck to move my father, they told me when I turned the truck back in that it had to be at the same level of gas in the truck that it started with, after putting the gas back up to where it belongs, they said I didnt and was going to charge me - I went to the local office, said to have them call me before they take any money out of my account, and I didnt receive a call and today found out that they emptied my checking account...

I spent hours on the phone with U-haul, which I documented. They could not locate our items. I used the u-pods where uhaul would ship them from one location to palm beach. This Uhaul lied repeatedly. First they told me the items never arrived. Then they told me they were at another location. Then they said they had no way to track where my items were. The uhaul I shipped from told me my items had arrived at the west palm beach location a week prior.

When I went to the location, they told me they didn't know what pods they had and would need to do an inventory check. After they found them, the man who loaded them said they didn't have enough safety straps and to drive slowly. When we told him we needed the required number of straps he said that he didn't think any would fit.

They did not connect the safety chains for the towing. When we pointed this out, the man said he usually forgot them. He was kind, but clearly should not be hitching the pods.

I have never been treated this poorly by any customer service. I spent about $2,000 for uhaul to run me in circles. Moves are always stressful but this location turned mine into pure hell.

I made a reservation with Uhaul to rent a truck from Saturday to Sunday on the 28th of June, 2014. My reservation was confirmed several weeks in advance over the phone. Four days before moving, the called and said that I could only have the truck for a few hours or pay more than 4 times as much money and drop it off at a different location that was not feasible. The manager was extremely rude and would not offer any feasible options.

Terrible security with this company. First time I ever went to rent a truck they claimed a truck had been rented in my name over 10 years ago (before I even had a license), picked up by someone else and never returned it. When I asked why they would let someone else besides me pick up a truck if it was rented in my name they just shrugged their shoulders. Looking at their policy consumers are still at risk of this happening. This is a deplorable policy they have and they need to fix it.

I wish to complain about Uhaul's unfair reservation system. On two seperate occasions, September 8, 2014 and again on October 4, 2014; I reserved an Uhaul Truck to move my household from one destination to another in the same state. The first move was an "one-way" move and the second was an "in-town". On both occasions I was informed by Uhaul that my reservation was changed due to vehicle availability. This was upsetting because I had hired movers whom were expected to be somewhere at a specific time.
When it happened the first time, I believed it was a one off mistake and luckily I was able to reschedule the movers. But when it happened the second time, I knew there was something wrong. just to get through the situation, I acquiesced through this disruption. I had to downsize to a smaller available truck because the one I reserved went missing. This caused me to have to hire the movers for extra time which cost me more money due to making more trips. So in the end it cost me more money, more time and more headache.
However, I vow I will never again use UHAUL and I will most definitely discourage friends and family from using their services. I intend to post this complaint on Facebook.

Review: We rented two storage units from the previous owner of this facility under the understanding that the two units were climate controlled. When sold to the U-Haul company that now owns this facility they stopped providing the climate control and did not inform us of this while still charging us the same rate. We were told in a letter by the company to expect the same services. We asked about the situation and were working to resolve it and the management contacted on the phone were rude, unhelpful and took no responsibility for the change without notification. They have offered no compensation or help in any way.Desired Settlement: We would expect a refund and perhaps funds to move to a climate controlled facility of our choice as this was the purpose in renting the facilities in the first place.

Business

Response:

July 17, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central GA, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She processed a refund for 2 months rent in the amount of $288.00 as an adjustment. She also advised our office Mr. [redacted] has since moved out of the storage units and no additional refunds will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have revie*ed the response made by the business in reference to complaint ID [redacted], and find that this resolution *ould be satisfactory to me. I *ill *ait until for the business to perform this action and, if it does, *ill consider this complaint resolved.

Regards,

[redacted]. [redacted]

Review: I am throughly displeased with the service I have been recieving from UHaul's shipping and customer service departments for a U-Box contract that was reserved online. I requested a U-Box to be picked up from my North Hollywood, CA apartment and delivered to Houston, TX on August 28th to be recieved in Houston, TX on September 7th for delivery to my new apartment at 4001 Fannin Street. This however, has yet to happen. The U-Box was collected as promised from my apartment in North Hollywood on 8/28/12 and I recieved a confirmation call that the U-Box was delivered to the shipping location in Glendale for immediate delivery to Houston. Today is September 13th and I have been calling U-Haul customer service since September 6th to check on the status of my box which was promised for delivery on 8/7, then again on 8/10 and yesterday 8/12 I recieved an email confirmation that my box is finally en route to Houston from CALIFORNIA. However after calling again today the location of the box is undetermined with no estimated date of delivery. I've spent hours on hold, re-iterating my situation to customer service reprensentatives and requesting to speak to a manager with no response. All of my personal belongings are in that box and I am expecting to recieve them in a timely manner along with compensation for the inconvenience U-Haul's error has caused. This is in no way acceptable business. I wish to recieve compensation valued at a daily rate for the days I have been unexpectedly without my belongings. To date, I have been without my belongings as of 9/8/12 for a total of 6 days, so if the box is recieved tomorrow I expect a $1,062 refund. If the box is recieved after tomorrow, I expect $1,062 plus $177 for every day following today's date. Total Amount Paid: $235.50 (delivery fee, monthly storage rental, insurance) plust $1717.00 (delivery from Glendale, CA to Houston, CA)is equal to $1952.Desired Settlement: If the box is recieved tomorrow I expect a $1,062 refund. If the box is recieved after tomorrow, I expect $1,062 plus $177 for every day following today's date. Total Amount Paid: $235.50 (delivery fee, monthly storage rental, insurance) plust $1717.00 (delivery from Glendale, CA to Houston, CA)is equal to $1952.

Business

Response:

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

Kenneth Williams the General Manager of our Glendale, CA Center spoke to Ms[redacted] on 9/20/12. Mr. Williams informed us he honored Ms[redacted]'s request for a refund and made a credit to Ms[redacted]'s American Express Card.

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,

Paula Fontaine

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 consider this complaint resolved.

Regards,

Review: In April of 2012 we had a hitch installed on our 2009 GMC Acadia from Uhaul on huntington drive in Flagstaff, Az. At that time they installed the hitch, the wiring for the lights was also done. In December 2012 our vehicle began having problems with the turn signal not working, when you engaged the signal switch on the left side of the steering wheel, all four lights began flashing as if the emergency four ways were on. At that time we took the vehicle to McCoy Motors located at 361 N. Switzer Canyon Drive, Flagstaff, AZ phone# 928-225-2114,(a GMC authorized service center) to have the problem analized, (we had no idea it was a wiring problem caused by Uhaul) At that time it was determined by there mechanics and relayed to us by Trevor (there service advisor) that the problem had been caused by Uhaul using NON water proof wire connectors. They determined that snow and moisture had entered the wiring system and created a short and ultimately effected the turn signals, the remidy was to undo what Uhaul had done, and redo it again, I was advised at this visit that the wiring harness maybe ruined, and they would try to salvage the harness in an attempt to save us some money. Repairs were made and we paid Mccoy motors approx $147.00 on that visit (Receipts from Mccoy provided upon request). We took the car home and in approximately 1 week later the same issue developed on our acadias turn signal, we returned it to Mccoy Motors and it was determined that the wiring harness was to far gone to be saved, again repairs were made and the harness replaced this time at a cost of $192.00 (again receipts provided upon request)At this point I attempted to contact the manager on the uhaul center, I explained our delema to another worker at the center, and left my phone number for him to call me, he never returned my calls. I then contacted the customer service, and filed a claim with there insurance company, it was ultimately denied. Mccoys determined that the wrong connectors had been used,non waterproof.Desired Settlement: I would like Uhaul to pay the costs of these repairs, and to start using waterproof shrink type connectors when wiring someones car or truck so others do not have this same problem.

Business

Response:

January 23, 2013

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

Mr. Paul Barbanti, our Executive Assistant for the U-Haul Company of Western AZ, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. He explained a total refund in the amount of $339.00 was issued, which included the expense Mr. [redacted] had to pay for repairs to his vehicle. Our GM of our U-Haul Center will schedule a time for Mr. [redacted] to bring his vehicle for the wiring to be installed properly. Mr. [redacted] expressed his appreciation for the resolution.

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I held a storage unit that I moved out of however was charged for the unit after I moved out. I requested a refund and was told the refund was applied however I have not received the refund into my account. I moved out on January 10 and my payment was due January 11, 2013.Desired Settlement: I am requesting a refund for the amount of rent which is $172.27

Business

Response:

March 22, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office that after researching Mrs. [redacted]’s storage account, she noticed that the credit was applied to her 2nd unit when the 1st unit was moved out, rather than going back to Mrs. [redacted]’s credit card. Shortly after the credit was applied, the 2nd unit was moved out as well, therefore, Mrs. [redacted] is owed the refund. Ms. [redacted] advised Mrs. [redacted] she would process the credit and also provided her telephone number in the event she needs to speak to her again. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called the U-Haul Branch in [redacted],**, and ordered a 17ft U-Haul truck. I was told by [redacted] that he had one available, and reserved it for me. He stated it would cost $29.99, plus 0.79 cents per mile. Upon picking up the truck on 5/31, [redacted] at U-haul told me they had changed my order (no idea why) to a 14ft truck, and confirmed that it was 0.79 cents per mile. I brought the truck back within the time-frame I was allotted, but [redacted] had another customer, so he emailed me my receipt shortly after. I immediately noticed they had charged me 0.89 per mile instead of the 0.79, so I called them. [redacted] acknowledged he had made a mistake, and on weekends it was 0.89. I told him you can't tell a person a price TWO times, then charge something else. He told me he had no authority to credit my acct, and said he would call U-Haul corporate for me. He called me back and said I should receive a call from a manager in a few days. I never heard from anyone, so I called back and spoke to a customer service agent, who transferred me to her manager. I left a message for that manager, [redacted] (I believe) who also never called me back.Desired Settlement: I would at least like the difference in mileage from 0.79 cents to 0.89 cents per mile credited back to my account, although the time I have spent attempting to fix this situation, along with the inconvenience of having the wrong size truck given to me because U-Haul decided to change my truck size deserves a refund also.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email advising him of credits she issued back to his [redacted] account for the extra $14.62 in mileage fees and a refund for the $50 Reservation Guarantee Fee. The credits should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: We purchased a u-box delivery service from U-Haul to ship our belongings from Memphis (TN) to Canyon Country (CA). We were told that when the box was ready to be shipped our account would be charged. Our account was charged on 5/26/13, we received a call from the location on 5/28/13 that the box was scheduled to be shipped that day. For reasons that were not explained (and we were never notified of any delays), the u-box did not leave Memphis until 6/5/13. This was only because I had already called the company multiple times to inquire where the box was, why it hadn't shipped, and requested to speak to management. I have filed a complaint with the company and have called them three times in the last week to request a partial refund due to their failure to provide services as promised. The customer service department keeps telling me that a manager will be in contact with me to resolve the issue and I have still not received any calls from them.Desired Settlement: I would like U-Haul to provide us with at least a partial refund of the charges because the service was not delivered in a timely manner.

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 4[redacted]

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

[redacted], our President for the U-Haul Company of Memphis, followed up on the information [redacted] provided. She informed our office Mr. and [redacted] were issued a refund for $400 due to the delay in the delivery of their U-Box plus a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: WE ORIGINALLY BEGAN DEALING WITH UHAUL IN APRIL TRYING TO RESERVE OUR UHAUL. TO MAKE A VERY LONG STOR SHORT, OUR RESERVATION WAS REDONE 3 TIMES FINALLY BEFORE AN AGENT BY THE NAME OF [redacted] WAS ABLE TO AT LEAST GET US TO THE POINT WERE WE HAD THE CORRECT SIZE TRUCK AND TOW DOLLEY. ON SATURDAY THE 8 OF JUNE 2013 WE WERE SUPPOSED TO RETRIEVE A TOW DOLLY AND UHAUL FROM THE FAYETTEVILLE, GA LOCATION AT 11:30 AM SO THAT WE COULD BE LOADED AND ON THE HIGHWAY NO LATER THAN 12:15PM. UPON ARRIVING AT THE LOCATION WE WERE TOLD TO LOOK THE TRUCK AND UHAUL OVER TO CHECK THE CONDITION, THE TRUCK HAD 3/4 OF A TANK OF GASOLINE AND MINOR SCRATCHES AND DENTS WHICH WE WERE RECORDED. UPON GOING OVER THE DOLLY, IT CAME TO OUR ATTENTION THAT THE TIRES ON THE DOLLY WERE EXTREMELY DRY ROTTED. UPON NOTIFYING THE BLONDE HAIRED LADY BEHIND THE COUNTER SHE WANTED TO ARGUE TO THE FACT OF THE TIRES NOT BEING DRY ROTTED, TO THE POINT WERE I HAD TO PRESENT MY TIRE INSPECTOR CERTIFICATION FROM NATIONAL TIRE AND BATTERY. SO WE WERE SENT TO ANOTHER LOCATION, MIND YOU AT THIS POINT IT IS NOW 12:15PM WAY PAST THE POINT OF US BEING ON THE HIGHWAY. SO WE GO TO THE RIVERDALE, GEORGIA LOCATION WERE I WAS MET WITH AN ATTITUDE BY AN ANGRY YOUNG LADY WITH BRAIDS AND A HEAD SCARF ON HER HEAD, THAT ARGUED WITH ME ALMOST TWO HOURS BECAUSE SHE DIDN'T WANT TO HONOR THE PRICE ON OUR RESERVATION FOR THE TOW DOLLY AND REPEATEDLY WALKED AWAY FROM THE COUNTER AND TOLD MY FIANCEE AND I HOW SHE COULD NOT CONTACT HER MANAGER TO MAKE THE PRICE RIGHT. FINALLY AFTER TWO AND A HALF HOURS WE WERE ABLE TO GET THE PRICE STRAIGHT. THEN A BLACK GENTLEMAN TOLD ME THAT I HAD TO PULL THE UHAUL IN AND CONNECT THE TOW DOLLY MYSELF I TOLD HIM NO AND GAVE HIM THE KEYS. THIS YOUNG MAN INTENTIONALLY TIGHTENED THE CORDS AND DID NOT INSPECT THE TOW DOLLY. SO AFTER GETTING THE TOW DOLLY CONNECTED I WAS ABLE TO LEAVE AND GO HOME, ENTIRELY TOO LATE FOR US TO GET ON THE ROAD. SUNDAY WHEN WE WERE GETTING READY TO LEAVE WE KEPT WONDERING WHY IT WAS SO HARD FOR US TO GET THE CAR LOADED ONTO THE DOLLY THEN IT BEGAN TO STORM SO MY FIANCEE SAID ITS TOO LATE LETS JUST LEAVE IN THE MORNING. THE NEXT MORNING, MONDAY GETTING READY TO LEAVE, NOT ONLY CAN WE NOT GET OUT OF OUR CODDLE SACK BECAUSE WE CAN'T MAKE ANY RIGHT TURNS, BUT NONE OF THE LIGHTS ON THE UHAUL FUNCTION, SO WE HAD TO UHAUL ROAD SIDE ASSISTANCE. THEN FINALLY ON TUESDAY A DAY BEFORE IM SET TO GO TO THE ACADEMY WE ARE ABLE TO GET ON THE HIGHWAY. DURING EACH EVENT ANYTIME ANYTHING WENT WRONG MY FIANCEE CALLED UHAUL. WE WERE MET WITH ATTITUDES, PHONES BEING UP IN OUR FACE, HERE IT IS NOW OVER 72 HOURS AND I STILL HAVE NOT RECEIVED A CALL BACK FROM A MANAGER. UHAUL OFFERED ME $50 COMPENSATION FOR EVERYTHING THAT THEY PUT US THROUGH . THAT IS NOT EXCEPTABLE, NO APOLOGIES, NO CALL BACKS, AND $50 IS NO WHERE EVEN CLOSE TO AMOUNT OF MONEY OF WE SPENT JUST TRAVELING TO TRY AND PICK UP THE UHAUL. WE HAVE BEGGED FOR THEM TO CONTACT US REPEATEDLY TO NO AVAIL. PLEASE HELP US, AND HOPEFULLY THIS LETTER WILL MAKE UHAUL RIGHT THERE WRONG. WE HAVE RECORDED CONVERSATIONS, DETAILED DOCUMENTATION, AND PICTURES OF THE WAY THE UHAUL ROPES WERE AND THE DAMAGE CAUSED BY THE UHAUL TO MY 2001 AUDI A6, BECAUSE THE ANGRY LADY WITH THE BRAIDS FAILED TO PROVIDE US WITH THE PAPER WORK STATING THAT WE COULD NOT BACK UP AND THE UHAUL'S INABILITY TO MAKE RIGHT TURNS. PLEASE CONTACT US INREGARDS TO THIS MATTER OR IF YOU NEED ANYMORE INFORMATION FROM US. ALSO, MY FIANCEE MADE SURE EACH TIME SHE CALLED IN THEY KEPT DETAILED DOCUMENTATION IN THEIR RECORDS.Desired Settlement: WE WOULD BE SETTLED EVEN IF UHAUL GAVE US HALF OF OUR MONEY BACK AND APOLOGIZED.

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Western GA, followed up on the information Mr. [redacted] provided. She informed our office she issued him a credit for $138.12 in addition to the $50 credit that was issued on June 11th. Both credits 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