J.R.J. Tara Corporation

Review: On July 15th, I submitted a reservation for three UBoxes to be used for moving from Boston, MA to Madison, WI. The UBoxes were scheduled for delivery to our home in 10 business days from July 30th (Aug 13th). I was emailed that the UBoxes arrived to the Madison location as scheduled (Aug 12th) and I was to get a call one day before delivery with a time range for delivery. My wife and I called UHaul at least 7 times on Aug 12th or the 13th and was always told I would be called back. This never happened. After the fifth call, someone told me I was probably going to be scheduled for a delivery on Aug 17th--that would be 15 business days later, and 19 days total. That same day (Aug 13th), I went to the U-Haul center to speak with the manager, and was not assisted. That same day, my wife saw the UBox delivery truck being driven empty from 6:00p (N. Mills St. & W. Dayton St.) to 6:40p (U-Haul location). We are baffled as to why our three UBoxes have not been delivered even though U-Haul promised to have our things to us within 10 business days. Now they want to nearly double the amount of days for our delivery.Desired Settlement: I would like the manager, [redacted], to please contact us, and have the UBoxes delivery today, Aug 14th. I also want to be issued a partial refund of the delivery fee for the inconvenience my wife and I have experienced. We both had to stay home from work since we expected a call from UHaul for the delivery. My wife also had to hire people to unload the UBoxes, and she had to reschedule three times, and then cancel the order.

Business

Response:

August 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Dr. [redacted] provided. She informed our office she sent Dr. [redacted] an email offering her apology for the inconvenience him and his wife experienced. She relayed that Dr. [redacted] did come into our U-Haul Center and arranged for the deliver on August 16th. Ms. [redacted] issued him a $25 VIP Certificate that can be used toward the delivery fee.

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,

Dr. [redacted]

Review: I was using uhaul to move from Groton Connecticut to Las Vegas Nevada, I had Prepaid ahead of time to pick up the equipment quicker. When I arrived to pick up the truck the gentlemen who assisted us was very rude. One of the comments he made when we approached the counter was " Are we going to do anything other then Uhaul today" in a very rude tone. we picked up the truck and drove 5 minutes down the road to go home to start loading the truck. When we went to pick up the Trailer to load the car and leave, we sat in at the location for 2.5 hrs, because no one knew how to equal me out since I prepaid ahead of time and it didn't show up in their system. Then I was told as I was walking out the door that I may have gotten charged twice for my tow dolly ( which I was, and it took almost 2 weeks to get that money refunded after multiply phone calls). Then as we departed Connecticut my wife and I realized that our Air Conditioning didn't work. My wife had called the location of where we picked up the truck, and asked if they checked the truck before they gave us the keys. The Gentleman assured my wife that they did, and when she asked why the air condition didn't work he decided to tell her that SHE broke the air conditioner by trying to turn it on! We had to stop in new jersey to pick up a couple more things, so my wife called to find out if there was a way to get the air fixed. She was told that if we went to a location completely out of our way, that they could fix it. So we drove out there and we were informed that when we got out there that they could not fix it there ( so my gas money was wasted when I was assured that it could get fixed there). At this point we decided that we needed to make the drive because we were running out of days. We had to waste a lot of time and money on Hotel rooms during the day because it was too hot to drive with no air. As we got a few hours away from our location the oil light came on.( which leads me to believe that the truck wasn't properly serviced before they aloud us to drive it across country). Which I was informed if something would have happed to the truck that I would have been responsible for damages. We had put in numerous complaints, and we were supposed to hear back from Managers(that never called us). I had to keep calling to figure out what they were going to do about everything. I was told by a Gentleman that He could refund me 503.87 but couldn't put it back on my card because of the mistake that they made when they charged me twice for my tow dolly. I had accepted, and was told that I would receive the check in 7-10 business days. I had given the guy the address of where I currently reside and I still haven't received the check. So I again had to waste my time by calling to figure out where my refund was. When I called no one knew where my check was or where it was even sent to, so I had them open a ticket to get everything figure out. I was supposed to receive a call within 24-48 hrs, which I still haven't received! so I had to call back again to figure things out. when I called I had been transferred to a couple different supervisors that were very rude and tried to tell me that they were the highest in command, or that there Managers some how never seem to be present. I had eventually gotten ahold of someone who seem like they were going to try and help me. in the event I was told that they would void the check and send out a new one. I had told them that I wanted it deposited into my account and if they couldn't do that, that I wanted a check overnighted to me! I was told that I would receive a phone call the next day to inform me of the route that would be taken. ( Never Got Called Once Again) So I had to call them back again 2 days later. I Was told that another check had been sent out standard mail. I then told them that I expected more compensation for everything that I had to go through, so they gave me a number to call see what could be done. They had informed that company policy says they can't issue another check because they didn't know where the other one was. Which means someone lied to me about a second check being shipped out so they could shut me up and get me off the phone. So I filled a complaint, and was given a number to reach [redacted] who was and Executive. ( Who I was told was going to call me once everything was taking care of) I had received an Email this morning of her telling me that she has refunded the 503.87 to my account and that it will take up to 5 days to hit my account. Still curious as to weather I will receive the money. But the complaint was Closed without me receiving a phone call. So I called [redacted] to talk to her about the whole situation, and how I would be seeking more compensation. She Called me a Liar by telling me that I have the check, when I don't. She was blaming me for the problems that I have had with Uhual. And when I was trying to talk calmly with her she decided to start talking over me and telling me I was harassing her, and she threatened to call the cops. She then decided to tell me that she had a job to do and couldn't waste any more of her time with me and she hung up on me! All of there phone calls are recorded for QUALITY purpose. All the evidence of Employees being rude, lying and down right nasty are all there. No one put detail in the notes of the things I had gone through, just nasty things about me. There is probably a few things I missed but its hard to remember everything exactly with the days and hours of wasted phone time.Desired Settlement: I Would like to receive a full refund for the truck not being in working order,(which I paid for) and to compensate me for the hotel stays I shouldn't have had to make, and the Gas wasted to drive around trying to get the air fixed that they never did.

My Purchase of the Uhaul and trailer was 2500.00.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] Beedle, our Executive Assistant for the U-Haul Company of CT, followed up on the information Mr. [redacted] provided. Our records indicate Mr. [redacted] spoke to Mr. [redacted], a Sr. Customer Service Representative, on July 13th and they were able to reach an amicable resolution of a refund for $503.87 as an adjustment on his rental in addition to the $100 VIP Certificate that was issued to Mr. [redacted] on July 9th. Mr. [redacted] relayed his appreciation to Mr. [redacted]. On July 29th Mr. [redacted] called our Customer Service Department and advised us he had not received the check and requested the refund to be issued back to his credit card or a check sent over night or next day delivery. On August 1st Mr. [redacted] was advised the check we issued him has not been returned to us. Ms. [redacted] confirmed the address was correct on the check but did put stop payment on the check and sent Mr. [redacted] an email on August 2nd explaining she issued the refund to his credit card. Mr. [redacted] contacted Ms. [redacted] the following day and relayed he now wanted a full refund. Ms. [redacted] advised him she issued him a refund back to his credit card as soon as he notified us he had not received the check and that we are not at fault for the mail service. She also relayed that he completed his move and a full refund was not warranted in this case.

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 have rejected the offer for many reasons. When I called with the initial complaints, I got no where. No one seem to care that there lack of maintenance seem to be the issue. The gentleman that initially gave me a refund didn't tell me they would not be able to further assist me. He told me that was all he could personally do, but I was still waiting for a supervisor to call me to further discuss things. I never received a phone call back. When problems arose I was treated horribly. I was talked down to and treated like an it. I paid good money for a truck that didn't work properly. I never thought that 500 was enough. It was compensation for the time until I could speak to a supervisor and really get things settled. I was threatened that they would call the cops for harassment. That is not how a paying customer should be treated. The 500 dollars compensates me for the hotel stays and gas wasted for there issues. I want compensation for the truck that wasn't working properly and for the way I was treated and disrespected. I wasted my minutes on my phone that I wouldn't have had to if they did there job properly. I was told more than a few times that I would receive a call back from a supervisor that I never received. That since I kept calling to find out what was going on they considered that harassment which is a horrible view from a customers point of view. I was lied to on multiple occasions and there phone recordings can prove all of what I am saying.

Regards,

Business

Response:

August 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of CT, reviewed the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a supplemental refund for $500.00.

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 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: Dear Revdex.com representative,

Here is the letter I wrote to Uhaul customer service:

Dear sir or madam,

I am writing today to complain about my recent experience with U-haul. I was misinformed and treated disrespectfully.

I called U-haul last week and booked a 17' moving van and auto transport that holds all 4 wheels of the car. My reservation number was [redacted]. I was sent(please find attached email) a confirmation to guarantee my location and pick up time. That wasn't the case. The location was supposed to be [redacted] (as per phone call that day from location [redacted] ave which said that the truck was in west end not at his place) and pick up time 6.15 pm on September 1, 2013 which was Sunday. I asked though pick up time to be 9 am on that day. Anyway when my friend, [redacted], which is the other renter was there at 5.30pm the location was closed as they worked until 5 pm only. I had to call the booking line and explain and they said to wait on the line to fix the issue but then transferred to customer service where I had to explain customer service all the story again. Anyhow customer service sent us to the [redacted] avenue where there was a 14' truck or a 26' truck and no auto transport available. We went there. The person at the till wasn't very collaborative.,he would talk to us and then help another costumers and back to us, and so on and that took about an hour to get the 14' truck we finally rented.

The next day September 2nd I called the booking line to ask about the auto transport and the booking person again said that will fix the issue but then put me on hold to wait on the line and I got transferred to customer service again. I find it very disrespectful to do that. After this I decided to go to the west end location at [redacted] STR(since the auto transport and the truck was sent there) to see if we can rent the auto transport. It was there but not the one we wanted, it the one for two wheels not four. The representative at the till was friendly and professional so we had it rented, though it wasn't what we asked for in the beginning.

Besides all this unpleasant shuffling I was misinformed. I was told that the rental price would be around

$235 for the truck and $55 for the autotransport. The calculation should have been around $290. When we had to take the truck there were insurance fees and out of the city fees or drop fees that I wasn't told about at the phone so the cost went up to $391.

Due to this stressful and unpleasant experience I am asking for full refund of my money.

Thank you [redacted] The email:

Hello [redacted],

I sincerely apologise for your recent confusing rental here at uhaul. As your reservation was confirmed and gaurenteed, I have refunded your credit card $50.00. Please read the following link http://reservations.uhaul.com/resweb01/reservationguarantee.aspx.

I hope that this will help you during your recent move! You should see the $50.00 on your credit card in a few business days. [redacted] For Revdex.com only: [redacted] was the driver, but I was the one to pay the money. You can reach him at [redacted] for any questions, his English is quite poor.Desired Settlement: I am asking for $336 reimburse which is $391 minus the $50 insurance. I am being fair asking this amount. Because they created all this frustration and delays I agre to pay the gas and insurance but nothing else.

Thank you, [redacted]

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office, in addition to a $50 refund for the Reservation Guarantee Fee issued on September 6th, she issued a refund for 50% of the requested amount as an adjustment on their rental. Ms. [redacted] relayed that we need to consider they completed their move, therefore, a full refund would not be warranted. Also please be advised that the rental charges included Safemove Protection and tax.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: paid 100.00 dollars extra deposit on a truck rental contract number #837728404, they have failed to mail it to me in a timely fashion and claim it could take 10 more days. I paid the deposit on 9-12-2013, today is Oct. 21. Your check is in the mail they said.Desired Settlement: Just want to get my money.

Business

Response:

October 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a check for $97.50 was issued to Mr. [redacted] and mailed from our Phoenix office on October 15th. He should have received the check within 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: Made a reservation online for trailer rental on 10/23/13 and Uhaul clearly advertised a "$50 reservation guarantee" that if they didn't provide the RIGHT equipment at the RIGHT location at the RIGHT time, they would refund you $50.

On 11-2-13, I went to the location I had scheduled to pick up my equipment (I had received no phone call stating that my equipment would not be there, so I assumed it would be)...They told me my order had been "transferred" to another location and I had to drive an extra 20 minutes each way (40 minutes total) out of my way to get the ordered equipment. When I checked out, I asked about the "$50 reservation guarantee" since I had to pay extra gas and time to go a location I did not select. The Sandusky, Oh location didn't seem to know anything about the reservation guarantee that they had posted on a sign at the desk, but would have to call the national U-haul. When I called the national U-haul, I was told that I would not qualify for the "$50 reservation guarantee" because supposedly someone had documented that they had tried to call me 2 days before my pick up date to let me know the location would be changed. I told the lady I had never received ANY PHONE CALL from anyone at UHAUL, which was why I was upset. She said I would have to take it up with the regional office and call back. I think it very said that Uhaul clearly advertises a guarantee that they are not willing to fulfill.Desired Settlement: Would like the "$50 reservation guarantee" honored and refunded

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our NW Ohio regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her an email offering his apology for the inconvenience she experienced and advised her that he had issued her a refund for the $50 Reservation Guarantee Fee. The refund should post on her 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: 6/13/12 - Rented Unit from then GM [redacted] @ $74.95 a month3/25/13 - Rate of Unit was lowered to $64.95 while I continued to pay $74.95. Informed then GM [redacted]. Stated he would correct the issue.3/26/13 - [redacted]stated he had corrected the issue and new payment would be $64.95 moving forward. Payment dates would change from the 13th of the month to the 26th of the month.4/26/13-7/24/13: Multiple calls and email from website sent to [redacted] stating the change did not correct itself. Reps at store would state [redacted] would call back but never did7/24/13 - Email from [redacted] states rate changes for all units will go up to $79.95 moving forward as of 8/24/137/26/13 - 10/27/13: Numerous calls to the store failed to obtain [redacted]. Called Corporate and was told this needs to be handled at the store level.10/27/13: Went into store to cancel unit. Was told because it is a day after due (10/26/13). I am required to make a payment for the coming 4 weeks even though I would not be utilizing the unit. Spoke with [redacted] and stated the now GM: [redacted] would have to call me back once he comes in to the store. I have tried numerous months and wasted time to get this corrected.

Product_Or_Service: Storage Unit

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want to cancel the unit with no charge(Unit B172) and apply my $50 dollar credit to the unit currently on file. This is too much hassle to get what I'm entitled to. I am not asking for free months rent simply what is owed to me.

Business

Response:

November 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office that our U-Haul Center GM left a message for Mr. [redacted] and explained there is no balance on his storage account for unit B191 and unit B172 has been moved out.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 am filling a complaint with this company due to the fact that everytime I turn around I am being charge all these fees for this storage unit. I just paid them 320.00 a settlement to take all of my things out of the storage, but when I went up there to take my things out I was told that I couldnt get the key to get the rest of my things. I also adked if I could speak with the maanger and the Guy at the counter told me that he was in a meeting but when I did speak with the manager and said that I paid the 320.00 and wanted to get the rest of my things out he stated that I would have to pay the rest of the money when I made a 320.00 settlement to have my things out the weekend now I want to collect the rest of my things out of there I need to get me and my kids information because if they sell the storage unit whoever buy it will have me and my kids social security number name etc and I want that out of there I dont care they can sell the other things I just need my personal informationDesired Settlement: I just want to get me and my kids personal information along with my kids pictures and school books.

Review: I have rented 20x25ft storage on October 1, 2013. First month was free because I rented a truck in [redacted] and drove to [redacted] so I paid total of ca. $2800. I have paid already for the month of November and was waiting to receive next invoice for December. On November 28th I received a following reminder email "Just a reminder that your rent for room XXX at U-Haul Moving & Storage a[redacted] will be due on 12/2/2013. " So the next day I went online as I did last time and I tried to pay the bill the same way but for whatever reason amount due was $0.00 since it was late in the day I couldn't call this location and thought they send me a quick email if the invoice would be there. On November 2nd I received another email saying "This is a reminder that rent for your storage is due today." There was nothing about possible overdue charges or anything. Today (Dec 6, 2013) I am finally home and off work tried to pay the bill and I realized they put $15 overdue charge without notice. So I called and talked to [redacted] (she is one of the employees) and explained what happened to me she replied that was very unusual but to reimburse the $15 charge she has to ask her manager and will call me back. And indeed she called back within 5 min and said that they cannot reimburse the charge because is already 4 days. Also she offered to put it on automated payment but I declined simply because I want to have control about my spending.

I also asked if they really want a complaint with Revdex.com just because of $15 she simply but friendly replied that she doesn't have the authority to decide about such matter. So I am not blaming [redacted] (employee) but the management of this establishment.

PS: I am paying always my before due date and never had to pay any extra charges for late payments. This practice is unfair and discriminative to somebody like me who working not regular hours/days. They think if they send an email I have the time to do it right away? Credit card payments is waiting for up to 3 weeks and there is no issue but this U-Haul establishment seems to think they are above all!Desired Settlement: I want my $15 back and an apology.

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and discussed his concerns. He advised Mr. [redacted]of a refund for $15 as requested along with a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The refund for $15 should post on Mr. [redacted]rsquo;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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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: In addition to a distant vehicle pickup, a near hour-long wait for service at pickup, the failure to provide all ordered materials, and an entirely misrepresented arrangement at the return location, U-Haul has wrongly charged me for miles not driven. The "mileage at time of rental" on agreement was incorrect by nearly 100 miles.Desired Settlement: Acknowledge that the discrepancy is entirely the company's fault and credit me for the unauthorized and erroneous charge.

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] relayed that he offered Mr. [redacted] the refund he was seeking and Mr. [redacted] accepted the resolution. Credits totaling $59.92 were issued back to Mr. [redacted]’s American Express account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 addition to the $59+ promised refund for the excess vehicle rental charges, I am also seeking a full refund for the erroneous charge of $33.53 for overcharge mileage not actually driven due to a paperwork error at time of rental.

Regards,

Review: U-Hall [redacted], ** 92025, Contract #[redacted] 1. 19 Apr 14. After arriving for a hitch installation the manager advised me that the previously quoted installation time had more than doubled, to four [4] hours. He provided a rather convoluted excuse to my questioning. I subsequently canceled the appointment.

2. Note that U-Hall’s installation instructions for my hitch, #[redacted] BMW X3, indicated the install time for a professional was 90 min. and 180 min. for a novice. What would 4 hours, [240 min.] of installation have gotten me, incompetence?

3. I haven’t experienced such a blatant attempt to avoid providing service since living in the southern USA.

U-Hall[redacted], [redacted], Contract #[redacted] 1. 5 May 14. The requested hitch was installed with-in 90 min. However, after arriving home I discovered that the interior tail light cover had been broken upon re-installation and six of the nylon pop rivets securing the rear wheel flashing had fallen out. How can you miss install pop rivets?

2. 7 May 14, I returned to discuss the problem with the Manager, [redacted]. He agreed to order a replacement tail light cover but was unable to find the remaining rivets to replace the missing ones. The following week, after verifying the part had arrived and the rivets were available, we agreed to AM installation on 21 May 14.

3. 21 May 14, the Manager, [redacted] was not available upon my arrival and apparently had failed to advise his employees of my appointment. The tail light cover was found and installed, however, the pop rivets were still missing.

4. Since I had invested over 80 miles in two unnecessary trips to solve the problem U-Hall [redacted] created, I was reluctant to expend more of my time and another 40+ miles for the pop rivets.

5. Mr. [redacted] notified his assistant manager, Ms. [redacted], that I could have the local BMW dealer fix the pop rivet problem and be reimbursed. I provided Mr. [redacted] and Ms. [redacted] a copy of the BMW bills for my reimbursement. I requested an additional $40.00 for my time and inconvenience for two unnecessary trips to their facility [80+ miles] and the additional unnecessary trip to the BMW dealer.

6. Currently awaiting reimbursement.Desired Settlement: Reimbursement of $133.25

Business

Response:

May 23, 2014

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Moving and Storage of Oceanside, [redacted], issued a refund for $133 to Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[redacted]:

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

Regards,

Review: We rented a Uhaul from the business for a two day moving stint, from our rental to our new home a short distance away, less than 5 miles both ways. I called the establishment to verify that they indeed had a Uhaul available, which they stated that they would need my credit card number in order to process my reservation, so I gave it to them. I spoke with a young woman during this transaction. She asked if I would be using the vehicle locally or out of town, to which I answered locally, and was informed that it would be $29.95 a day plus the gas that would be needed for the vehicle usage, which I stated we would need it for 2 days. End of business transaction. The next day my wife went to pick up the vehicle, she used her card, as they could not use my card without it being there, so I am not sure why they needed my card number to begin with if they are unable to use the numbers for transactions over the phone. She came home and stated that she had rented a dolly and a bag of blankets for the move, which I was like oh alright, at $10 for the dolly and $10 for the blanket rental for both day, it was a reasonable deal. She said that they had on file that we were moving to Tillamook, which would be out of town also 30 miles away, we shrugged it off thinking that it must have been some misunderstanding over the phone. We used the vehicle for the move, moving the short distance from our rental to our new home, granted this is in a no sand area, we motve from the house, to the deck, to the truck, and from our garage to the truck, all well cleaned. You'll see why this clean part comes into play at the end. So while were moving, I notice in the cab that there are folded up boxes behind the seats and kinda shrugged it off, thinking that they might have left them in there from previous movers, perhaps having extra boxes. Whatever, no big deal not mine not going to bother it. The area we moved the items to was also on concrete, no sand for miles and recently pressure washed a few days prior so again it was clean enough to eat off of if you really wanted to. We were told that each day started at 7 AM by business owner, however the contract we signed stated 10:00 AM for the return time, odd that the person running it doesn't know the times that returns needed to be on. My spouse watched her account for the charges to go through. Today she received a notification that a charge of roughly $50 and one of about $80 came through. Now, I am not a rocket scientist but, from the rental contract plus the numbers we were told through out the entire transaction and it comes out to be around $80. So we called and spoke with them in regards to the charges. They stated that there was a mileage charge, lets say 10 miles in 2 days. Also that the truck was returned dirty, now I will vouch that the truck was not dirty and that no where in the contract was it stated that there is a $25 fee to sweep out the back of the truck. While we were on the phone the woman stated that they had no control, but slipped up and stated that "We are presented a screen and it says was the back of the truck swept out, yes or no, and you click one" verifying that they did have control. However, my spouse decided to visit the business and kindly ask them to drop the charge for sweeping as no where is it stated in the contract that there is a $25 sweeping fee. The man was rude enough to bring her to tears stating that "It's common knowledge that you have to clean a Uhaul before returning it. Haven't you ever rented a Uhaul before?" to which she answered "No." This was a first for both of us, and souring first at that. Not only did he demean her for lack of what he calls "Common Knowledge", but stating that everyone knows this made it more of term of calling out ones potential stupidity. This is a foul management tactic as well as customer service. The man then went on to tell her to speak with his "man" and gave her his card. She responded with "I will speak with my man, the Revdex.com." And promptly left the premises.Desired Settlement: A minimum of $25 refund for the lack of wording in contract and notice of return policies for the vehicle. A maximum of full refund for incompetent business practices as well as customer service and further adding stress to my wife's life during this stress time, as home purchasing.

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Oregon regional office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good Afternoon Mr. [redacted], We appologize for this dealerships behavior and will refund the card on file the $25 cleaning charge. We know moving is stressfull and by all means don't want to add to this stress. We appreciate your business and hope to see you back again. If you have any questions, please give us a call at 503-774-3203 or check out our website at [redacted] and check out the commonly asked questions. Thank you

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: I originally scheduled a pod for us to move from KC to Baltimore with moving help on both ends. On the pick up end, I had no issues. When I called to schedule delivery of my pod, they could not find it. I gave them my name, contract #, phone #, but they were still not able to locate. Finally, I called corporate office, and they were able to locate my pod in storage in KC. I got a call from KC storage, and they said they would deliver to Baltimore ASAP. I asked about moving help on Baltimore end, and they said I would have to call u haul to set up. I spent too much time trying to do http to no avail. I just got a call from Baltimore u haul place saying my pod has arrived. I asked about moving help. They told me to call u haul customer service to set up. U haul is telling me to call moving help. Moving help says they need a res, and that u haul needs to set that up. At this point, I am not sure what to do or who can help.Desired Settlement: I just want someone to call me that can take care of this issue. I don't want to have to go back and forth between 3 to 4 people. I ordered moving help on both ends when I signed up so that is what I expect. I should not have to spend more of my time fixing. My contract # is [redacted]1

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] of Moving Help advised our office she spoke to Mr. [redacted] and relayed they ended up canceling the order request since the service provider did not show in Baltimore. Ms. [redacted] explained a new service provider was set up.

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: 1.online Uhauls showed the price for $115 no comment about an additional fees & charges when I came to store to rent trailer they charged an addtional $10 for tax

2. had to wait almost an hour for service

3. got very far location where to pick up fromDesired Settlement: 50 % refund

Business

Response:

July 7, 2014

Revdex.com ID#: 10110824

U-Haul Ref#: 629716

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

Shawn Richardson, our Executive Assistant for our Brooklyn, Queens, Staten Island regional office, followed up on the information Mr. Lowy provided. She informed our office she spoke to Mr. Lowy on June 27th and they were able to reach an amicable revolution. A $30 VIP Certificate was sent to Mr. Lowy. The Certificate can be used toward a future 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

Review: I'm not happy with the service of Ubox. The Uhaul couldn't keep the promise.

We shipped 3 Uboxes from [redacted] to [redacted] on June 23rd. The order No.[redacted]. The manager of [redacted], [redacted], was great and excellent. The Uboxes were guaranteed to arrive at [redacted] on July 2nd by Uhaul.

Then we wait and wait...., no call from Uhaul on July 2nd...

I went to the Uhaul @ [redacted] 4th on July 3rd. I was told the boxes will be delayed, possible July 4th.

We wait and wait...no call from Uhaul on July 4th and 5th...

I called customer service on afternoon of July 5th, [redacted] was kind and tried to help me to find where are our boxes. However after 45 minutes, she couldn't locate our boxes.

As of today, July 8th, I still didn't get my Uboxes. I called the customer service of Ubox and Uhaul multiple times. The only answer is we don't know and will find out tomorrow.

If Uhaul guarantees to deliver the Ubox on July 2nd, Uhaul should keep that promise. That's why we choose Uhaul and trust Uhaul. We paid for this, we should get good service. I don't know how many more days we need to wait.

[redacted]Desired Settlement: Uhaul shouldn't say they will guarantee to deliver the Ubox if they couldn't.

Business

Response:

July 16, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office a refund for $400 was issued as an adjustment on their move. The refund should post on their next [redacted] 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: My husband and I reserved a specific truck size for a certain price for 5 days. We received an email confirmation that our reservation had been completed and we'd be able to pick up the vehicle at the [redacted] location on 5/26/14. When we arrived on that day to pick up the vehicle the attendant said "Oh, you're the one that TRIED to reserve a truck for 5 days" which immediately caused us both to say "What do you mean tried?!?!?!" The attendant then launched into a lengthy explanation of the inner working of the U-haul company system and how our reservation wouldn't be honored. He then proceeded to tell us that they ONLY thing available was something twice the size and price. When we voice our discontent he fiddled on the computer for half and hour and then told us he was "graciously" refunding our deposit. We immediately left and thankfully were able to find a similar size truck at [redacted] for a reasonable price.Desired Settlement: I think at the least the employee who was so rude should be reprimanded and that location should learn how to properly supply their fleet prior to sending out reservations. It comes across as fraud.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left two separate messages on July 2nd and 3rd offering her apology and requested a return call if they wished to discuss their concerns further.

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: I placed a reservation for a moving truck through the Uhaul.com website for the second weekend in a row. The first weekend went okay, not a smoothly as I thought it would considering, but I got the truck and equipment I reserved at approximately the right time. This weekend I had to drive 12 miles out of my way to find the larger truck I needed, and I reserved a dolly to assist with my move. It was inconvenient, but figuring that Uhaul prominently plasters their "Reservation guaranteed or we will give you $50" promise all over their website I felt confident that the inconvenience would be minimal. When I arrived at the site the truck was there, but they didn't have a dolly. They also didn't have much of the information I had submitted through the website, but as the rental I made last weekend from another Uhaul location seemed just as just as surprised and unprepared for someone who made an online reservation I almost expected that. I called Uhaul customer service (and I use that term loosely) and got a surly response of "What do you want me to do about it?" I explained that I wanted a dolly, and he told me to ask the location I was at for assistance. I explained that I had made the reservation online through the website and the location I was at didn't seem to know much about it, and asked if it wasn't guaranteed. The man rudely explained that the guarantee didn't cover reservations made less than 48 hours in advance (mine was made 26 hours in advance), and he didn't particularly care that that little caveat was not disclosed to me beforehand.

Fortunately the gentlemen at the counter of the mechanics shop called around until they found another location that had a dolly and had them hold it for me until I got there, but having to go out of my way again to get it was another aggravation I did not need in the middle of a relocation. The fine print of the $50 guarantee states only "$50 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 compensate you $50." Either compensate me $50 or prominently display the "only on reservations made 48 hours in advance" everywhere your spurious guarantee is mentioned.Desired Settlement: $50

Business

Response:

August 25, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and addressed her concerns. She also offered her apology for the frustration she experienced and asked [redacted] to call her directly with any additional issues.

As we value [redacted] as a customer, we sent her a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I hope the business will consider addressing the communication issues between between their physical sites and their online equipment reservation system, so that other customers have a satisfactory experience doing business with them. I consider this complaint resolved.

Regards,

Review: All information in the following is true to the best of my knowledge. Some dates and times may be off by a day or two, but it all happened in this order in around the same time frame. This is to be directed at U-Haul Corporate but I couldn't find their business information in the drop down boxes.

On May 10, 2014, I, [redacted], made an online reservation for one U-Box pod to be picked up and loaded in London, Ontario, Canada on July 28, 2014 to move my fiancée [redacted] to the United States. In that same email, U-Haul states that the guaranteed arrival date at the final destination in Sierra Vista, Arizona, would be August 11, 2014. The email also states that U-Haul automatically charges the credit card used “five days prior to your guaranteed arrival date.” On the online website for U-haul, it states that one U-Box can comfortably fit a one bedroom apartment inside of it. I completed the Customs paperwork that was required of me with no issues.

On July 28, 2014, I called the U-Haul office around 8 a.m. to see what time I could pick up the U-Box and start packing it. The person that answered the phone was clueless and didn’t know what I was talking about. They stated that I would have to wait until noon to pick up the U-Box and that to wait for a manager to call us back. I was originally told that we could pick up the U-Box at any time after the store opened. A couple hours later we received a phone call from a manager stating that our U-Box was good to go and we could pick it up at any time. At noon we showed up to the office to pick up the U-Box. When the employee led us to the U-Box, it was quite smaller than what the website promised us. I asked the employee about how small it was and I didn’t think how we could fit an entire one-bedroom apartment inside of it. Instead of offering any solutions or remedies, the employee laughed and gave a simple answer along the lines of “oh well, that’s a bummer.” I didn’t plan on using two U-Boxes in my budget, but it wasn’t suggested to me at that point anyway. So we finally get the trailer attached and drive back to her apartment to start packing.

Since the U-Box was much smaller than advertised on the U-Haul website, we were not able to fit her $1000 brand new bed mattress into the U-Box and had to leave it behind. We also could not fit assorted other belongings in there because of a lack of space and had to throw everything else out. We didn’t even have a couch or any living room furniture. Once loaded, we return the trailer and I start to finish the paperwork required of me. I give them my Arizona Driver’s License and my credit card being used for the payment, along with the Customs paperwork. I asked them if I needed to give them my passport, to which they replied along the lines that it was not required. I also noticed on a placard inside of their office that in order to fit a one-bedroom apartment comfortably, TWO U-Boxes would be required.

The discrepancy between the website and the store, one vs. two U-Boxes, cost me over $1000 with having to leave the mattress and other assorted items behind.

I sign the paperwork and was led to believe that everything was going to be shipped on time. Fast-forward to August 8, 2014. I checked my bank account and noticed that no charges had been taken for the U-Box. This was THREE DAYS before I was supposed to pick it up. I called the Sierra Vista U-Haul and inquired about my U-Box that was supposed to be shipped to their location. The employee didn’t know what I was talking about and transferred me to another number. After about thirty minutes I was connected to someone else, in which I explained my situation and was promptly put on hold and eventually transferred to someone else without any explanation. This process was repeated a couple more times and resulted in me being on my phone using my minutes for almost two hours. I was finally connected to an employee that stated that my U-Box was “held up by Customs.” I asked what had happened and what I had to do to remedy the situation. They stated they didn’t know what they were looking at and attempted to transfer me to someone that knew about the Customs process. I was then placed on hold and eventually disconnected. Infuriated, I called back and had to start the whole process over again, calling and being transferred multiple times. On the last call of the day I filed a formal complaint against U-Haul. They said a customer service manager would call me back within three business days.

I had not received a phone call from U-Haul by the end of the day August 11. I called the U-Haul office again and demanded to talk to a supervisor since no one responded to my formal complaint. They searched my contract number and there was no complaint filed. They searched by my name and found the complaint, and explained that was the reason no one called was since it wasn’t connected to my order. I filed another formal complaint.

Around Tuesday, August 12, I called the 1-800 number for U-Haul and had to go through the entire process again of explaining the situation and asking for anyone to help resolve the issue. No one had any clue why the U-Box wasn’t being shipped and I would just be transferred to someone else who would say the same thing. I repeatedly asked for a supervisor or manager but the employees insisted that they would contact a manager and they would get back to me with an answer. They never did. Around August 13, I called and finally got a hold of an employee that told me why, their 2nd excuse, the U-Box did not ship. They explained to me that the London office had never uploaded my documents that I gave them and they scanned into their computer. They also said that the U-Box will ship the next day and everything is good to go. I asked them why the original excuse was that Customs held it up, in which they responded they had no idea what I was talking about. They also told me that the London office allegedly tried contacting me the past week via email and phone calls multiple times and gave up. I told them I had never received any emails or phone calls, and then I verified all of my information with U-Haul. They said that my information was correct.

The next day, around August 14, I received phone calls from the London office saying that they didn’t ship my U-Box yet because I did not supply all of the correct information to them. I asked what information they needed, knowing I submitted everything they and the website asked for. They said they needed proof of residency for my fiancée and that I would have to fax her passport information over, their 3rd excuse. I explained that her passport does not have her proof of residency because it is a Canadian passport with all of her Canadian information in it. I asked if an Arizona Driver’s License would suffice, but they didn’t know. I also questioned why they needed her passport information when I was the individual importing the U-Box. My name and information was all over the paperwork, her name was on one tiny part of the document for Customs. They didn’t know and told me that I needed to call Customs myself and ask them what would suffice for proof of residency. This is completely unprofessional. Why am I doing the extra leg work when I contracted U-Haul to move the U-Box. I told them that I wasn’t going to call Customs and they should figure out what they’re doing before I waste money on international phone calls with them. Then when we attempted to send [redacted]’s passport information via the e-mail that was given to us by the call center it was bounced back as it was not a viable e-mail address. When we contacted the call center again to inform them of this they gave us an e-mail address of another representative in Canada that had nothing to do with our shipment in hopes that they could somehow get it to the right person.

Around August 16 or 17, I received a phone call from the London office again saying that, now their final excuse, was that they needed my passport information to send the U-Box. I asked why couldn’t they asked me that in the first place, and they had no response. Also the prior e-mail we had sent with [redacted]’s passport information to another representative had not gotten to the London office whatsoever. The acting manager of that location was finally being productive and stayed on the line with me while I sent my passport information over and verified they got it.

On August 20, I received email confirmation that my U-Box was shipped and the guaranteed arrival date was Saturday August 30. On August 30, I called the Sierra Vista location and asked if my pod was available. The employee told me that it wasn’t there but the shipment of U-Boxes should be there tomorrow. Another missed guarantee date. The next morning, August 31, I get a call from an employee at the Sierra Vista location saying the shipment came but my U-Box wasn’t in the shipment. I called back and asked where my U-Box was. The employee laughed and said they didn’t know, and that they would call and find out. I waited a few hours before calling back, since I was never called back. Once I got reconnected with him, he said that he had no idea where my U-Box was and was laughing about the situation. I disconnected with him and, after multiple transfers, I was put on a line with the U-Haul shipping department. I asked them where my U-Box was, and they told me it was still in transit. The U-Haul representative called their contracted shipping company and they were closed for the weekend through Labor Day. Once again I was left with no answers.

Finally a couple days later, the manager at the Sierra Vista location called and deeply apologized for his employee lying to me and that my U-Box was in fact there at his location. He told me that he would take action against the employee. He was the first sincere person I dealt with the entire time dealing with this company. I eventually was able to pick up my U-Box on Wednesday and was finally able to get my fiancée’s items, over a month after I tried using this company.

The service I received from contracting U-Haul was disrespectful and unprofessional in every form. The multi-tiered customer service call center employees were, for the most part, inept and unwilling to help me with this situation through every step. The audacity of some employees laughing about my situation of having my fiancée live out of her suitcase for a month was mind boggling. U-Haul also apparently doesn’t understand the definition of the word “guarantee,” since they used multiple “guaranteed” dates and passed up every single one. For a company that specializes in moving services, they had no idea on how to process a simple U-Box move. The multiple excuses (1st Customs holding it, 2nd documents never uploaded, 3rd my fiancée’s passport, and finally 4th my passport) just shows how no one wanted to take responsibility for anything and just kept passing the buck. The only person that actually helped me and was sympathetic was the store manager of the U-Haul in Sierra Vista. There also seems to be zero communication between the call center and the individual offices, and that the tiered call center system they use does not work whatsoever.

In my formal complaints I demanded a full reimbursement since they did not adhere to their own standards and their own contracted words, but they have never replied to any of my formal complaints. I will also be following this up with a civil lawsuit in small claims court here in Tucson, Arizona. I will not be paying for a service that did not even remotely close live up to their reputation and continually denied assisting me by passing responsibility and/or not having the basic knowledge to do their job. I will also be fishing this story out to news outlets and yelp reviews and wherever I can, as I would never wish this service upon another person. Again, I have put in multiple formal complaints to resolve this situation and I have never received a promised response from management with regards to my complaint. Apparently I was the only one interested in moving my U-Box, as no one in customer service actually cares. This entire problem could have been fixed the very next day if one person knew what they were doing. I was supposed to be contacted two weeks ago, by Wednesday or Thursday, on my last formal complaint, but since U-Haul has neglected to contact me and is unwilling to cooperate, I have been forced to seek alternate options and further action.Desired Settlement: As I stated before, U-Haul did not adhere to their own standards and their own contracted words. The word "guarantee" means nothing to this company and threw it around aimlessly as it took hours of my personal time over a period of almost two weeks just to find a way to get my fiancee's belongings here. Employees laughed about the situation and transferred me countless times without any resolution or even attempting to find any solution to the problem and had no clue how to do their jobs. I am demanding a full refund for services unsatisfactorily rendered. I would also ask for additional money to replace the mattress (that could not fit in the pod since the website stated that one pod could fit a one-bedroom apartment comfortably), but that is a distant possibility at this point.

Business

Response:

September 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Ontario 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 she issued him for $1,194 for the issues he encountered during his rental. She also offered her apology for the inconvenience he experienced.

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: TO start, I accidentally made 3 months worth of payments instead of the usual 1 month that was due. They were made in 2 separate charges. One charge of the correct amount and the second charge was 2 months in one payment. Originally I called and spoke to a woman who, after sometime, said the issue was resolved and I would see the 2 months of payments credited to my account within 5 business days. This did not happen and upon calling again I was told there was no record of my call or reimbursement. I was then told I must speak to a General Manager. After 5 business days of calling multiple times a day I received a response and the reimbursement was issued but the person I spoke with said they had accidentally refunded all 3 months work of payments. The problem then became instead of retracting the correct 1 month payment as discussed, the 3 reimbursements were left as such and then a 4th months worth of money was debited from my account before the 3 months worth of money was deposited into my account. You cannot debit without first giving the credits. Debits come out of bank account immediately and credits take a minimum of 3 business days to post. So at this point I had 4 other pending payments to other businesses that should have cleared but then caused 4 [redacted] fees because the 4th months worth of money was deducted before any money had been deposited back into my account.Today I have been calling for 8 business days to discuss with them reimbursing me for the [redacted] fees. Still no return call. The first 3 days I was calling the bank said the [redacted] fees could be refunded by the bank itself if UHAUL would simply cancel the pending debit before it cleared. They did not call me back so at that point the bank said they cannot refund me that it is between me and uhaul. I do not believe I should be responsible for these fees because if the refunds would have been handled correctly or at least I could have had a timely return call, this could have been avoided.Desired Settlement: A refund of all [redacted] fees that were a direct result of Uhaul's 4th debit of my account which they have been provided print outs from the bank showing it was directly that debit which caused the overdraft. These totaled $144.

Business

Response:

September 17, 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 East Houston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He also offered his apology along with one month of free storage due to the fact that the credits did not process as quickly as she anticipated, which caused her bank account to incur overdraft fees. Ms. [redacted] declined the free month but [redacted] relayed if she changed her mind to stay another month, it would be at no charge.

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.

The credits are not what caused my account to overdraft. I had enough money in my account, without receiving any credits, to cover all my charges. This is shown on the paperwork provided both to the company and attachment with the Revdex.com. The problem that caused the overdraft was that the company over credited the account and then processed a 4th debit instead of cancelling the incorrect credit. Debits are taken immediately out of a bank account and credits take 3-5 business days. That is what caused the overdraft, a 4th month being withdrawn from my account. When I spoke to the woman doing the credit she said that she would cancel the incorrect credit. She did not do that but instead just charged the account for a 4th payment without waiting for the credits to post to my account or informing that she was doing so.

Also, a large part of the problem is that, with a timely return phone call, the [redacted] fee could have been avoided. The bank informed me if the 4th debit was canceled before the 3 business days that the bank would reimburse the [redacted] fees. I called multiple times within the 3 days and everyone told me I had to speak with the GM and no one else could help me. I did not get a call back from the GM.

Then after sending the original complaint to the Revdex.com I received an invoices that had basically doubled my rent amount. Which I emailed a response and began calling again. I received that September 7th and again called the company and was disconnected from customer service and upon calling the Spring location spoke with someone who said they would call me back and never did. I also never received a response to the email. I finally received a call September 15 and that is when I was told they would not return my [redacted] fees but they did offer me a free months rent. They said my invoice had been corrected but never sent me a corrected invoice or call to tell me that. My payment would have been due September 24th and I work 6 days in a row before that.

As far as I knew, I owed double the rent and was completely unwilling to pay that. I had to use the few days available to me to move my belongings. The days I received the call with the offer for free rent inconveniently happened to be the same day I had already paid for a new unit at a different company and was literally in the middle of moving my things.

I would have taken the free month and then moved my things but again, as far as what had been communicated to me at that point I owed them the inflated invoice amount and add that to the unresolved previous issue. I had no time left to wait if that invoice was indeed going to be expected and no faith left that my issue would be resolved before the due date of Sept. 24.

Regards,

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our East Houston Regional Office, reviewed the recent information from Ms. [redacted] and sent her the following email in response:

[redacted], I received notice from the Revdex.com that you do not feel your complaint has been resolved. I tried to contact you by phone on 09/19/14 and left a message to return my call. I am sending this email because I was not able to contact you by phone. I would like to start by apologizing again, for all the time you have spent trying to resolve this. I would like to address a couple of the things in your response. 1) When you over paid your account you unfortunately made the double payment first and then the single payment. The young lady [redacted]) that corrected your account, reversed your payments which can only be performed by working backwards. Unfortunetely that means the single payment had to be reversed first then the double payment. Consequently that caused her to make another payment to bring your account back current. I did not explain this procedure to you before, because I did not feel you thought we were to blame for all that has happened. 2) When we spoke on the 15th I felt we agreed that you, your bank, and U-haul shared in the blame, for all that has happened, While I agree we (U-Haul) could have been more timely in responding to you when the bank overdrafted your account, I believe our initial goal was to provide good custmer service and correct your account for you. With all that being said it is clear you feel we (U-Haul) should do more. I offered you a free month because of our slow response when your bank charged you over draft fees. I was not aware you were in the middle of moving at that time. I show you are still in the room at this time 09/20/14. My offer of the free month is still available. I would be happy to contact your bank on your behalf, verifying that the charge and credits were processed the same day, Please let me know what more, you feel we should do. Again I apologize for all that has happened. [redacted] Executive Assistant [redacted] U-Haul Co. of East Houston ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: We made an appointment to rent a truck with Uhaul on 2/28/15 @ 10am. We had movers that were coming to load our truck. We received a phone call telling us that the truck was not available since the prior people did not bring it back. We sat on the phone with Corporate and they found a truck 40 min from us and we had to go and pick it up. By the time we got there the place was closed but [redacted] came over and rented us the truck. We were suppose to have a dolly in the truck and there was not one. We were told that we could call corporate and add the insurance after we rented the truck. I called to add it and corporate told us that we could not. We ended up having to make two trips because we lost our movers but we were told by the lady in corporate that we didn't need to worry about the miles since we got the truck so late and that we had to drive so far. We ended up getting stuck doing this move in a winter storm. The truck got stuck because the truck was not changing gears. We paid a tow truck driver $80 to pull the truck out. Then we returned the truck early in which we were told that we would get a credit and we didn't end up getting a credit but charged another $80 for being over in miles.Desired Settlement: I think that the company should refund the over the mileage fees as well as the tow truck charge since I was not informed correctly about the ability to add the insurance.

Business

Response:

March 16, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and was able to reach an amicable resolution. A refund for the agreed amount of $71.56 for the extra miles was issued back to her [redacted] account. He also asked her to email their tow bill for $80 for reimbursement. Mrs. [redacted] relayed she had told her driver to get the insurance and her driver thought she said no insurance. She will check with her driver before she emails her receipt.

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: BELOW IS AN EMAIL THAT I SENT TO A UHAUL CUSTOMER SERVICE REP. ON (3/18) AFTER 2 UNRETURNED PHONE MESSAGES FROM THE STORE MANAGER THE WEEKS OF (3/2) AND (3/9). AS OF THIS MORNING, I HAVE NOT RECEIVED SO MUCH AS A PHONE CALL FROM UHAUL.Ref, [redacted], Unit [redacted]. Tenant: [redacted]. (my brother). Charge (1/21/15). $99.99.I did not authorize this charge. I authorized a one-time charge in the fall of 2014 for roughly $240.00 to catch up the rent. At that time, my card should have been purged from the system and obviously was not. I am extremely angry that UHaul took the low road on collecting rent from my brother because it had an easy payment mechanism on file. Any delinquent payments are business between Uhaul and [redacted]. I am not on the rental contract, nor am I a Guarantor. I want the erroneous charge immediately refunded to my account along with $14.00 in service charges from my bank as a result of this unexpected withdraw; I also request a memo stating that my bank card has been removed from UHauls accounting system.Desired Settlement: As outlined in the above email excerpt.

Business

Response:

March 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] advising him that a refund had been issued back to his credit card and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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,