J.R.J. Tara Corporation

Review: On May 24, 2014 a hitch was installed to my [redacted] 2003. They did not tell me that the hitch was installed to the trunk of my vehicle. I found out by my mechanic who advised me that the installation to the trunk was unsafe due to it not being attached to the chassis of the vehicle as indicated on the cars manufacturing manual page 2-18. The [redacted] supervisor refused to refund me my money. I explained to [redacted] that they failed to tell me that it was being attached to the trunk. Had I known I would have not had the hitch installed until speaking with my mechanic. I have spoken to our local [redacted] inspectors in [redacted]. They failed to disclose where the hitch would be installed. I have requested to see the manufacturers information that they have that states in writing that it is ok to install a hitch to the trunk of a vehicle. No one has contacted me yet.Desired Settlement: I want the hitch removed which [redacted] agreed to do for free and have my money refunded to me for failure to disclose where the hitch would be installed.

Business

Response:

June 24, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left three separate messages for Ms. [redacted] requesting a return call on June 19th, 20th, and the 23rd but has not heard back. She mentioned she does have a copy of the recommended hitch install instructions should Ms. [redacted] want a copy. She also stated the installed hitch was the correct recommended hitch for Ms. [redacted]’s vehicle and was installed correctly.

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 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 moved on June and had ordered a storage unit from U HaulWhen I arrived there with a 26' packed moving van and a pick up truck with a large two piece wall unit in it, I discovered that my reserved storage unit was arbitrarily given away without any courtesy call to me or without any regard to the distress that this would cause meThere was a confirmation number in the U Haul computer system, yet unbeknown to me my unit was given awayI quickly asked to speak to the general manager and he was called on the phoneHe offered me three smaller units to place all my goods in at no chargeThe movers quickly informed me that my belongings would not fit in those unitsI had some very large pieces of furniture, along with fragile items, which could not be configured to fit into the smaller unitsHowever, in urgent need for storage for at least my belongings in the pitruck, which included a large, angled wall unit, with a few other boxes, I took Mr[redacted]'s offer for one of the unitsI asked if there were any other units that could accommodate my furniture and was told that there were none -- they were all fullThe two remaining units offered by Mr[redacted] would have never accommodated my household goodsMy professional movers confirmed this to me over and over againThe U Haul employee who had initially called Mr[redacted] to tell him there was a huge truck of good, now stood silently behind the desk with another employeeTo add to the chaos and my mistreatment by U Haul, this process of attempting to figure out what to do for storage took close to an hourI was then informed that there wouldn't be time to empty the truck even if they could, because the bay doors would be closed at 6:pmOnce, again, I was totally shocked as I was previously told that as long as I got down there before 6:30, we would have access through the bay doors
Due to the aforementioned sequence of events, I was forced to leave my household goods on the truck over night and was charged $for thatThe next day, I was compelled to find storage elsewhere, not with U Haul, and had to pay the movers to empty their truck -- another $I have now been charged an additional $1,for my move due to U Haul's blatant mistakesPlease note that I obviously did not anticipate theses costs and they are far outside of my moving budgetOver the past few weeks I have tried to resolve this situation with U HaulBy resolution, I mean full reimbursement of my additional moving costs of $1,650, due to U Haul's mistakesI have received nothing but insufficient rhetoric, illogical conversations and very poor customer support
On June 5, upon placing the call to U Haul on [redacted], I was referred to the general manager, and he said he would see what he could doAt least he said he would try! After speaking to him again, with his apologies and realization that he could not help me, he passed me on to the president of U Haul Market Services, Cheryl [redacted]I was told that Ms[redacted] was not available and was passed to her Executive AssistantAfter a few conversations, she realized that she could not help me and said that I should speak to Ms[redacted], do I didThroughout my conversation with Ms[redacted], I found her to be unprofessional, condescending, and quick to inappropriately place blame on othersI was amazed at the total disregard for customer satisfaction
This whole event was a nightmare and my treatment by Ms[redacted] was appallingShe said she 'felt sorry' for me because I took information from the 'wrong people' and the movers took advantage of meReally? She repeatedly told me that the square footage of the three tiny units offered to me by U Haul was adequate and it would have accommodated my thingsReally? We weren't just piling boxes, we were storing large dressers, couches, a piano, tables, a breakfront, chairs, etcThese things could not be piled on top of each otherSome items would have been too long to even fit into the smaller unitsSquare footage means nothing if you cannot configure furniture to go into a area without damaging it
The care of these items obviously means something to me and the care and quality of storage should mean something to U HaulBut I have learned during this process, that the quality of storage and customer satisfaction is a very low priority on U Haul's listMs[redacted] assured me that I was not the only person to whom this happenedI was actually surprised that she admitted this to meThis idea, however, was confirmed to me over and over as I discussed this situation with others in the Stamford communityIt amazes me that with such a reputation for poor customer service that U Haul is still in businessAnd during our conversation, Ms[redacted] kept talking above me, not allowing me to speakThis is no way to treat a customerAnd she ended the conversation by sarcastically thanking me for my 'candor.'
I, in good faith, trusted U Haul to reserve a room for me and it did not happenIt's plain and simpleI expect full restitution from U HaulMs[redacted] has decided to reimburse me $-- and 'stands by her decision' to do soThis is unacceptable to meI have also sent a letter to the Chariman and Chief Executive Officer of U Haul International, Mr[redacted], expressing my dissatisfaction for this kind of disregard for people and poor customer service.Desired Settlement: $1,for the cost of the my goods being held over night on the truck ($250) and the cost of hiring the movers for a second day of work ($1400)
Business
Response:
July 10,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms[redacted]
Ms[redacted]n, our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms[redacted] providedShe informed our office when Ms[redacted] arrived at our U-Haul location she was told that the room she requested was unavailable but we would provide her with three rooms at no charge for the first month to accommodate her needsMs[redacted]’s movers advised her that they work with an alternate storage company and suggested she use their services insteadMs[redacted] relayed that Ms[redacted] would have been given additional rooms had they been needed to complete her moveOur GM of our U-Haul Center would have also given 24-hour access with the rooms to help Ms[redacted] furtherMs[redacted] spoke to Ms[redacted] a few times and offered her apology but was unable to reach an amicable resolutionOur President for the Lower Hudson Valley area, Ms[redacted], also contacted Ms[redacted] and confirmed that Ms[redacted] was advised by her movers not to use U-Haul storageMs[redacted] offered her apology and relayed that Ms[redacted] was given other options to obtain the same square footage of the one room we did not have availableWe did honor the Reservation Guarantee and issued her $50, which she should receive within the next business daysMs[redacted] mentioned that Ms[redacted] did rent one room from U-Haul and we applied the one month free promotion to her storage account
Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 complaintFor your reference, details of the offer I reviewed appear below
Hi Alexandra,

Review: I rented two uHaul vehicles for an in town move that was planned to take 2 days, on the morning of the second day I tried to unlock the driver side door. The key broke in the door lock and I was unable to enter or operate the vehicle. I called uHaul's emergency line and I was directed to call a local locksmith to make a replacement key.I called the locksmith, the locksmith extracted the broken key and attempted to make replacement keys using the key code provided by uHaul and the code located inside the truck. The replacement keys would not work because the ignition switch had a series of broken springs and wafers in the ignition switch (the old key worked still because it was extremely worn out). No matter what the locksmith tried they could not replicate a worn-out key to fit inside a broken ignition switch, so the next day uHaul sent out a tow truck that towed the vehicle back.The locksmith charged a $30 trip fee plus $184 for services & taxes, bringing the total to $214. The uHaul phone rep would not tell me if uHaul would pay for this repair. he stated I would have to work with the manager at the rental location. Uhaul at [redacted].Upon returning the 2nd truck on a Saturday the manager was not on site and nobody at the store was authorized to help me resolve the matter. We called the manager on his cell phone and he stated he would call me back on Monday and he didn't charge me for 2 days of rentals while the truck was broken down. Two weeks have passed, I have called the uHaul location 3 times - twice leaving messages, and I've stopped by once and the desk personell recorded my info on their "call log". The Manager ([redacted]) has still not returned my call or made any attempt to remedy the situatuion. I am currently out $214 for the locksmith charges that uHaul hasn't reimbursed/I'd appreciate any help [redacted] can offer.Thanks!Desired Settlement: $214 refund to cover repair cost I incurred.

Business

Response:

April 3, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained that his rental had been tremendously discounted. He was charged for only one rental period for each truck when in fact Mr. [redacted] had each truck for 3 days. The mileage was also discounted. Mr. [redacted] relayed that the discounts saved him $240.

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: The worst customer service I have ever experienced and this was face to face with the Owner of this local U-haul! I will never come back to this U-haul.When I came into the office on Friday, July 20, 2012 my sister spoke to a young man who looked like he just rolled out of bed, hasn't washed his hands in a month or brushed his teeth in month or two we joked a little about it and then also joked about how laid back they were in the office. It took them a very long time to get the contract ready but what can we do we reserved the truck and needed it. On Saturday, July 21, 2012 my father and I dropped off the truck and to our disappointment we could not have my sister's card charged due to an employee error the day before. He had checked the truck out and checked it back in the same day (Friday). The employees on Saturday could not fix the problem, print off a receipt or charge my sister card do to this error. Before I left both employees said, since this is such an inconvenience let us take off the mileage charge. After hearing this I was a little more willing to be cooperative and told them I would be back in on Monday after work to talk with the manager so we could get my sister's card charged and we could pay them. Monday I go to U-haul to see if the manager can fix the problem and get the credit card charged, he was not there, he left early without contacting me to let me know and see if I could drop by before he left. Tuesday, first thing in the morning, when I'm supposed to be at work, I take the time once again to go into U-haul. I speak with [redacted] the Owner! He prints off my receipt and I notice that the full charge was made, I then try to explain the whole situation and what his employees promised us but [redacted] was not willing to honor his employee's promises. [redacted] told me he did not authorize a discount and since it only took him a minute to charge my sisters card print the receipt he would not give us a discount for any inconvenience we had prior with his employees. I tried to explain that we were in his business for over an hour on Saturday trying to get his system to work and it would not, that I came in on Monday to try and talk with him and get this taken care of but he left and never contacted me to fix the problem before he left and that I was once again in his business for a third time. He did not care! I do not recommend anyone ever coming into this store and giving them any kind of business, I will let all my family and friends know not to give [redacted] any of their business and try to spread the word of the most unprofessional experience I have had.Desired Settlement: I was told by [redacted] employee's that we would only be charged the rental fee and the mileage fee would be dropped. I would like this to be honored and have a refund check sent to the above address in the amount of $55.09.

Business

Response:

August 2, 2012

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Pocatello, followed up on the information Ms. [redacted] provided. He informed our office he left a message explaining he issued them a check in the amount of $34.71 for the mileage charge. They should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck for moving purposes. First they forgot the dolly so I was not able to start moving on time. Then I had to come back up there in the truck to pick it up which put more miles on the truck. Then, the truck they gave us was not acceptable. The tail light was out, gauage was broken, and it did not drive good at all. I asked for another truck and they would not give me one. They laughed and said they have to rent every truck on the lot even if it is not in a good condition. I spoke with customer service their 1800 number several times and they stated that someone from the corporate office would give me a call. I never received one so I called back then they said the manager of the store would call. I never receieved a call so I called back again and then she finally called. This was about a week later. Once I spoke to her it did not do any good. She was rude, talking over me. She was even getting loud with me. She was not trying to hear what I had to say so I had to disconnect the call because we were getting nowhere. This was the most horrible experience I have ever had with U Haul and will not be using them anymore. From the call center to the local office.Desired Settlement: Refund

I would like my money back for the horrible service and the lies that were told from the corporate customer service and the manager at this local branch.

Business

Response:

March 22, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a return call. She spoke to our GM of our U-Haul location involved and was informed that Ms. [redacted] requested another truck and our GM told her okay and that it would be just a minute. Ms. [redacted] relayed she did not have time to wait. The brake lights were checked 3 different times and they could not find anything wrong. Our GM advised Ms. [redacted] if she experienced a problem with the truck to call our toll free number for assistance. Ms. [redacted] stated there were no record of calls during her rental and since Ms. [redacted] had to return the dolly, she was not charged a rental fee. Also upon return, although the truck was kept for two days, Ms. [redacted] was not charged for the extra day rental or the extra Safemove Protection fee. In addition, she was not charged for the fuel. In the end, Ms. [redacted] received a discounted fee of approximately $120. Ms. [redacted] added that the truck in question has been rented out continuously since this rental with no wiring or brake light issues reported. She advised our office a refund is not warranted in this case and will not be issued.

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

Sincerely,

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 was not offered another truck and have witnesses to prove that. Also I was not charged fuel because the gauage was not correct but do keep in mind I was charged extra mileage for having to go get the dolly again. Also I was offered an extra day because U haul delayed my moving by not putting my dolly on the truck. Also the issue was more than this what about the horrible customer service expericence I recieved from the Manager at this [redacted] location. This call was recorded and should be found. And once again I WAS NOT offered another truck when I asked for one because I would have waited. I was already behind due to not having my dolly on time.

Regards,

Business

Response:

March 26, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $25 as an adjustment on her rental. The refund will be issued back to Ms. [redacted]’ Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented a truck....we moved in the rain...we found that the truck had a leak. Somebody noticed that there were cockaroaches on the truck. After the truck was loaded, they started seeing them on my furniture. As stuff was being brought into my house, I started to see them in my house. Now they are IN MY HOUSE. I called and filed a complaint. THe man offered me pest control services. I would have said YES right then if I had known that after that moment, no other person would honor that offer. I was directed to talk to their insurance person about this matter. I got absolutely no where and UHAUL is taking NO responsibility. They didn't even give me my money back for the rental and now I am left with what can potentionally be a HUGE and EXPENSIVE ISSUE....what TERRIBLE CUSTOMER SERVICE. TERRIBLE......take some responsibility UHAUL....Desired Settlement: I want a refund and pest control services to get rid of this cockaroach problem in our new home....I have eye witnesses who saw the bugs on the truck and I even have a bug in a bag for evidence.

Business

Response:

November 7, 2012

Thank you for your

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

Ms. [redacted], our

Executive Assistant for the U-Haul Company of CT, followed up on the

information Mrs. [redacted] provided. She informed our office that our

Field Manager went to our U-Haul location and personally did a water

leak test on the truck they rented and found no water leak issues.

Ms. [redacted] also explained there was no evidence of bugs in the truck

from prior rentals and no reports from customers that have rented the

truck since Mr. and Mrs. [redacted]'s rental. However, in an effort to

show customer good faith, Ms. [redacted] did advise our office she issued

a refund for the rental fee in the amount of $92.65 back to their

Master Card account. The credit should post on their 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

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: 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: I rented a U Haul truck on July 2nd thru the 4th. When I went to the store he told me that the truck would be $157 which seemed to make sense. I dropped the truck off that night for one day because my move got canceled. I was never told that dropping off the truck 5 miles from where I rented it would cost me over $100. When I asked the manager what happened to the $39 rate he told me that 5 miles is a long distance move. I dropped off the truck after hours and went to the store the next morning to get my receipt. He would not give me a receipt and to me I had to call U Haul in Arizona to get one. I went back to the Green Mountian location to complain that he should have told me it was going to cost $100 to return the truck 5 miles away he said tough luck. I sent an e mail to U Haul describing the problem and the customer service representative told me that it is their policy to confuse the customer, but she would give me a credit of $25 which has never come thru. I have the email with the statement. All of the U Haul bill boards in the store and on the trucks say $39.95 per day (local Move) - it does not say anywhere that you have to return it to the same location that you rented the truck. I would have been glad to return it to Green Mountian if I knew it was going to cost me $100 or $20 per mile. I asked the return store for the keys, so I could return it to Green Mountian and he told me that he could not do that. This is bad advertising.

Product_Or_Service: July 2nd 2012

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to see a refund of $100 that would be fair.

Business

Response:

November 7, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Southern CO, followed

up on the information Mr. [redacted] provided. She informed our

office, as a goodwill measure, she issued a credit for one rental

period in the amount of $39.95 back to Mr. [redacted]'s American

Express account. The credit should post on his next credit card

statement. Ms. [redacted] left a message on his voice mail requesting a

call back to personally discuss his concerns.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: 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]

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!

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]

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.

Review: On 6/10/13 I called Uhaul to help me with my move. I needed 8 containers delivered to my house on 6/13/13 and picked up on 6/19/13. I was told that it would not be a problem, and that I would be getting a phone call in the next 24hrs to inquire of any additional supplies I may need. I never received a call. I called them the day of the delivery and was told that they didn't have enough time and personell to deliver my boxes before the next three weeks. They said they wrote my phone number down wrong and had no way of contacting me. I asked them why they didn't email me. No response. I negotiated with them and they ended up delivering my boxes on 6/15/13 and wanting to pick them up the next day. They gave me less then 24hrs to pack up my 5 bedroom house, when I was specifically told that they would be picked up 6/19/13, six days later. I left town to Minneapolis.

They were very slow to having my boxes picked up and they said that one was overweight, and I had one of my friend redistribute the weight into another container. My landlord had to call Uhaul and complain and only after that were the containers picked up.

When I went to check my account, my account was overdrawn $1000 and I had to call Uhaul and I was on the phone with them for over two hours andmust have been transfered 10 times and hung up on twice.

Finally, I got through to Kim who was very helpful and refunded the money ($1201). However, I have been charged again ($87.55) for a different charge and my account is in the red and .Iam being charge bank fees. I have had an awful experienceDesired Settlement: I would like Uhaul to refund all the money that they overcharged me. I would like Uhaul to refund all the bank fees that have accrued. I would like some sort of monetary compensation for the awful experience. Overcharging their customers almost $1300 is borderline criminal.

Business

Response:

July 6, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Ms. Ashley Covell, our Executive Assistant for the U-Haul Company of Southern WA, followed up on the information [redacted] provided. She informed our office that they reversed the majority of charges on June 28th. Although they could not confirm the additional charges of $87.65 that [redacted] states he was charged, they did make the refund in the interest of customer good faith.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On November 11, 2012 my brother picked up a [redacted] to have my belongings that were stored in his basement picked up and shipped to me in [redacted] FL I used movers that were on UHauls website. He went to two different centers, one in [redacted] PA and then [redacted] PA to pick up a [redacted] but neither center had one. He was forced to go to Philadelphia, where they said they couldn't transfer my order but had to cancel and re-charge at a higher price. I called to complain and [redacted] gave me a $50 certificate toward my shipping costs. I informed the Wilmington warehouse that I wanted to use the certificate and they said they would apply it to my balance but they never did, claiming I was automatically charged and they could never make the credit work.

Fast forward to December 8, 2012 when I picked up my things in [redacted] FL and I opened a larger than expected, unidentified box to find that my dresser had been destroyed in the move and my full mattress was missing. I consulted with my brother who said that he saw the mattress in the box and the careful way the movers packed it. He was instructed to inspect the box and asked to put on the lock himself before closing and he did so. By the time the dresser got to me, it was practically dismantled and I can't even imagine where my mattress is. I called the Wilmington warehouse and complained. They directed me to file an insurance claim because I had taken out the insurance for just this reason.

Just recently I learned that your insurance company denied the claim after an "investigation" and said that it was my movers fault. Come to find out, the investigation turned out to be a review of the three pictures that I sent, with no phone call to my brother or the movers. I was offered $300 in VIP certificates (store credit) which I swiftly turned down because I will never use their services again. I have never in my life had a worse experience with a company and their practices. And what is really bothersome is that the $300 in certificates that was offered, is almost a perfect amount in depreciated value for my belongings and certainly a gesture that smells like they knew they were in the wrong but are unwilling to compensate me on something that will replace a fundamental piece of furniture.. my bed.Desired Settlement: I want the $300 offered in cash so that I can buy a new bed.

Business

Response:

February 27, 2013

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

[redacted] advised our office that Ms. [redacted] hired moving helpers to pack her [redacted]. They investigated her claim for damages and found no evidence that there were any issues with the shipping of the box. Safestor Protection was denied as it does not cover shifting of cargo and liability was denied based on no evidence of wrong doing on the part of U-Haul. We understand Ms. [redacted] was offered a VIP Certificate for $300 to help offset the inconvenience she experienced, but she declined the offer. [redacted] asked that we provide the link to moving help dispute site, which is:

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

It's true that I refused the $300 in VIP certificates but I could only use them on UHaul services and you can imagine that I would NEVER use them again. And how they could even think that $300 in certificates could "defray" the cost of a mattress is beyond me. Unless UHaul has a furniture business on the side, there isn't a way to defray any cost as I have no storage or need to move any time soon. I spent the last of my savings to have my furniture sent back to me after being out of work for 14 months and to have it lost or broken was hard enough but then to be bounced around from person to person to resolve this issue was beyond frustrating. Then to add insult to injury, I was insulted by the "resolution" that isn't really a resolution at all. The attached document will show that their "insurance" really doesn't cover anything, so purchasing it was a waste of $18. This is awful and UHaul should be ashamed but I don't think they know what the meaning is.

Business

Response:

March 7, 2013

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

If Ms. [redacted] wishes to pursue her claim for damages, she should visit the link I previously provided, which is:

We do sincerely apologize for the inconvenience Ms. [redacted] experienced. We can still issue the VIP Certificate for $300 if she wishes to accept the offer. We feel the Certificates can be of great value to our customers and are valid for two years. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Dear Members of the Revdex.comI had a extremely difficult situation with the U haul transportation company I was sent a confirmatory email along with a guarantee for a pick up of a truck at 12pm on the 06/29/10 for a move from the U-HAUL MOVING & STORAGE AT RANDOLPH RD ([redacted]) [redacted], [redacted].I then confirmed the presence of the vehicle a day before the scheduled date of pick up at the local office. Then on 06/29/12 at 10 am I again called and talked to the Lady named "[redacted]"to confirm the time for the pick up of the vehicle and I was told to come anytime. I offered the scheduled time of 12 pm.Upon arrival at the place and gentleman by the name "[redacted]" greets me and tells me to wait for 15 mins and he has my truck and would be with me shortly. Since I was in the cue and there were other customers I opted stand out side the store and he told me he would call me as soon as he has has my vehicle. I went to buy a drink for the local shop and 25 mins have passed and I get a call that there is no vehicle for me to pick up. He gives a scheduling department number ###-###-####. They said nothing was avaliable till the next day.Before I could protest and as I was explaining my situation ie out of the apartment with my and my bags and boxes packed to seek other options they hang up the phone on me and then never picked it up.Next I call the customer service and a lady by the name "[redacted] takes my phone call and tries to reach the scheduling department with no luck for 35 mins with me being on the phone on the other end . She then goes ahead and files a complaint with the following complaint number [redacted].Next they scheduled me for 06/30/12 at a different location But with out notifying me changed me to a smaller size vehicleI have had no help from the company and lot of grief and pain with the result that I am on the road without a roof and being threatened with job loss since I am supposed to start July 1st. I am hoping for compensationDesired Settlement: I am hoping for the highest compensation permissible under law for breach of contract with uninformed changes and physical and psychological disturbance.

Business

Response:

July 15, 2012

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

Ms. [redacted], Senior Staff for t he U-Haul Company of MD, followed up on the information Dr. [redacted] provided. She informed our office a credit for the full amount of the rental, or $293.76, was issued back to Dr. [redacted]'s [redacted] account as an adjustment on his rental. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: In 2007, I rented a truck with U-Haul. I received two separate charges for the rental. The first was correct, the second was incorrect. I disputed the incorrect charge in the amount of $515.63 and received a CREDIT FROM U-HAUL. Five years later, in June 2012, when attempting to rent a truck from U-Haul, I was told I could not pick up the truck until I paid an outstanding bill of $515.63. They forced me to put it on my credit card, which I did because they said they could not help me determine the cause of the bill and if I wanted the truck then I would have to pay it and then request resolution later. I have spent six months trying to resolve this issue. After speaking with 5 different people at U-Haul, all of whom declined to assist me (or even have knowledge of the charge, regardless of their department), I filed a dispute through Chase. That led to a request from U-Haul that I provide PROOF of the prior Credit. I went back and got the proof of the credit from [redacted] (the original card used). I faxed it to the number they requested. I called today, two weeks later to insure they had received it and that my new credit was bring processed. They told me that they would NOT recognize the credit from 2007, even though they issued it and that they would not be crediting my money back and then the rude customer service person hung up on me. They cannot hold my money hostage on a BOGUS invoice!Desired Settlement: I would like my $515.63 back. Thank you for your help! (also, I am filing the complaint against corporate because even though I rented the trucks from various locations, it is corporate who charged me and is unwilling to refund the charge.)

Business

Response:

February 15, 2013

Thank you for your concern for our customer [redacted]

[redacted] rented a truck one-way on May 15, 2007 from [redacted] and to be dropped off in [redacted]. Her rental allowed her 196 miles and 1 day to make her move. The total amount collected at the time of rental was $167.79. [redacted], however, kept the truck for 8 days, drove 587 miles, and chose to return the truck to [redacted] instead of dropping off one-way in [redacted] The local rates were then applied for the 8 days and 587 miles. Total local charges came to $683.42. The amount we collected for the one-way rental was applied, which left a balance of $515.63. Please be advised all charges are valid.

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.

Despite U-Haul's claims now of a valid claim, back in 2007 when the rental actually occured, they agreed that their claim was invalid and issued me a credit. Attached is one page verifying the credit. I also have a number of other documents I can scan and send if necessary. They agreed they made a mistake in 2007 and then 5 years later, in 2012, they decided to change their minds and hold my money hostage. That is a terrible way to do business!

Regards,

Business

Response:

March 6, 2013

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

[redacted], a Customer Service Manager, reviewed the information [redacted] provided. He explained the communication [redacted] forwarded was from [redacted] advising her they credited her account and were closing their claim against U-Haul. [redacted] credit card was charged for her rental in June 2007. The amount was drafted from [redacted] account since her card was not physically swiped. When a card is not swiped a credit card company will always rule in favor of the card holder, whether the charge is valid or not. In this case the charge was valid and U-Haul did not approve the credit, but [redacted] did. [redacted] asked that we relay his appreciation for contacting us and inform your office that because the charge is valid a refund cannot be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I'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,