J.R.J. Tara Corporation

Review: On 5/8/14 I rented a 20 ft truck for a one way trip to Okla. The truck had a lot of damage spots on it, we brought it to the attention of the worker. He said all marked, who ever had rented it before did not know how to drive a truck, we were looking it over and the worker stopped us @ the back and assured us that everything was marked, so we took his word for it. The only thing I didn’t do was to look up @ the top of the truck, where there was a large dent going all the way to the back, like they had tried to go under something and @ the back was a dent. The boss only charged me for the back dent, instead of the whole damage - if I had done it, or it was my truck, I would have charged for the whole thing.

We couldn't take the trip because my husband got sick. So we took the truck back on 5/9/14. I’d like to find out if he charged the insurance co. and then trying to charge me also. I think he is pulling insurance scams on people.Desired Settlement: A refund for dent on truck $259.42

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he contacted Mrs. [redacted] and discussed her concerns. He advised her after further review of the situation, the charges will stand for the damages. Mrs. [redacted] relayed that the manager never showed her the wood shavings from the top of the truck and that the manager swore at her husband for climbing the ladder wanting to see the damage. Mr. [redacted] explained he was the manager at the time of return and he was the one that came off the ladder with a handful of wood and did in fact show both her and her husband and did not swear at her husband. He apologized for any confusion and the conversation ended.

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

Business

Response:

January 23, 2013

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I was over charged for gas usage on a rented van from this company. What concerns me is that there are so many other customers on this companys website giving bad reviews with the same complaint. As the company draws up the contract, the customers are being forced to agree that there is 3/4 of a tank of gas in the rented vehicle before the customer has a chance to see the vehicle or check the gas. When the customer finally gets in the vehicle, the said gas amount is not there. At this point, like me, customers know they have to refill the tank with the gas they used and according to the complaints on the reviews and my own experience, we are doing that. When we return to this location, a company representative then climbs in the vehicle and points out that the gas is below 3/4 of a tank and charges the customer twice even three times the amount of gas actually used. In my case, I only drove the rented vehicle for 15 miles and the rented van gets about 15 miles per gallon in the city. I presented a receipt to the representative that showed I put a gallon of gas in the rented vehicle. She still maintained that the gas was below 3/4 of a tank. I explained to her that it was below 3/4 if a tank before I left. She was about to charge me for 45 miles worth of gas until I protested. She then charged me an extra $5.00. A gallon of gas is $3.499 per gallon. So that means all together (with the gallon of gas I purchased) I was charged for about 36 miles worth of gas but only drove 15 miles.My concern is that I am only one victim. According to the negative reviews written by other customers, this company does this a lot and is reaping the benefits of unjust gains at the expense of innocent citizens. I'm also concerned that the vehicle that I used does not have 3/4 of a tank worth of gas in it and the pre-written contract says it does. The next customer will be charge extra because the gas is not there.Please help stop these unjust gains Uhaul receives at the expense of innocent customers.Desired Settlement: I would like to be refunded for the extra $5.00 charged for unused gas.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. She informed our office she issued Mr. [redacted] a refund for $5 as requested back to his [redacted] account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

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

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

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

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

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

Review: My storage unit # [redacted] is an indoor unit with mildew and mold inside my unit which damaged my belongings. Uh soul offered to cover 400.00 but when the adjuster and the service master representative came it. She stated that it would be over 4500.00 worth of cleaning. The sales rep at the time who sold me the unit stated that it was a climate control unit and that it was well insulated. That was not the case. I also chose insurance for a little over 6.00 for 5,000 worth of coverage like I always do anytime I rent a unit. But she told me that even if I had insurance it would not cover mold. Mold is dangerous and so is mildew..... I have with allergies and asthma and it's no way in the world I will be able to re use that furniture or save their clothes. Being that school starts in 2 weeks everything we own is in that storage and im talking new mattresses furniture, beds, toys, dinette set, flat screens, etc.......I was just approved for my house on 8/6/2014 and we don't have anything to move in there. Uhaul acknowledges the fact that it's their responsibility that's why they agreed to pay up to 400.00 when they realized I had way much more than they expected they want to come up with excuses. I'm entitled to them either paying for my items or cleaning them in a matter where it will not affect my son with allergiesDesired Settlement: To either pay the 4500 to clean my items or write me a check to cover my items. They should also put a policy in place to address the concern of mold. A humidifier will not do any good if no air is coming through...the insurance rep as well as the store personnel should get on one accord as to what is actually covered under their insurance plans and if in deed I waived coverage a letter should have been in place stating that I did not accept insurance as it is in most other companies. UhAul checked my rental history with them and each and every time I chose the basic insurance package.

I'm already paying 135 a month 6.00 would not have inconvenienced me. I'm not sure how they changed the agreement and the copy that they provided to me still did not say that I denied insurance. In fact it didn't say anything about insurance becAuse I would have addressed it. I trusted the sales rep enough to know she will take care of the situation after I shared my concerns with her. It was so busy that day maybe she messed up. but I did purchase insurance, and even if I didn't that is still something within the facility that should be controlled.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the President in our [redacted], AR Regional Office informed us he has asked [redacted] our insurance carrier, to contact [redacted] in order to discuss a settlement.

Our customer are very important to us and we regret to hear of situations that cause problems for them.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

Review: 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

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

Review: I had a trailer hitch installed by this local U-Haul location including having it wired with a trailer plug.When I picked up my Jeep I noticed the rear (custom) bumper was badly scratched and brought it to the managers attention. He owned up to it being the fault of his installer who had to remove the bumper to grind down some metal for the hitch to fit, that was fine but why the gouged metal on the top of the bumper like it was dragged accross the floor I asked? The manager told me the installer is probably going to get fired for this (and he was) and told me to go ahead and get an estimate to have the bumper re-painted and he'll take care of any expenses. The next day I drove the jeep my blinkers stopped working with a warning on the dash (left/right blinker not working) I called U-Haul and they found the wiring was faulty in the hitch and replaced the plug and wires but couldn't get my right tail light or license plate light to work. The manager told me, being a new 2012 Jeep that I should bring it to a dealership to have it checked out (Maybe a warranty issue) SO I brought it to my dealer and they found a blown fuse relating to the trailer hitch install and billed me $102 that I had to pay! When I brought the bill to the U-Haul manager he said he's not going to pay $102 for a blown fuse. I said "But I had no choice but to pay the bill to get my Jeep back and this is not my fault to begin with". I also gave himm a quote for the bumper repair ($435) and he's giving me a hard time for that too. The manager told me on 10/12/2012 to leave him all the paper work and he'll call me in a couple hours. Well it's now 10/13 and all I get is his voice mail. This whole expierience is costing me a lot of waisted time and energy and I feel like I'm being taken for a ride. Desired Settlement: As promised I want to be paid for all damage to my new Jeep. Bumper removal to be shipped out to get re-powder coated then shipped back and re-installed is $435.00 For the service to get my lights working again cost me $102.80 So total I want at least $537.80 I'm not adding any dollar figure for all the running around this is causing me I just want my new Jeep back to the way it was before this all started.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Eastern MA, followed up

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

Mr. [redacted]'s concerns and paper work are currently being reviewed

by their office and Mr. [redacted] is aware he will be contacted back

with a resolution.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I reserved a cargo van on Monday for pickup on Friday in case my driver could not pick me up for a show. The policy told to me over the phone from this place said if I cancelled 24 hours before Friday morning, they would NOT charge my card. I cancelled this on Wednesday, but they still charged my card for 50$.Desired Settlement: I want my credit card refunded immediately

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the problem she encountered. She also advised her of a refund for $50 that was issued back to her Master Card account. 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,[redacted]Executive AssistantU-Haul International

Review: This company made my move from Oregon to Arizona and absolute nightmare. I had problem, after problem with this company. They did not accurately take/uphold my reservation. They cancelled/moved my pick up location with out notifying me. They tried to over charge me for the return of my truck, and they DID overcharge me for the return of the trailer. They are now refusing to return the money that they overcharged me.Desired Settlement: I would like restitution for the overcharge, and any bank fees associated with the overcharge

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mrs. [redacted].

Ms. [redacted]

[redacted], our Executive Assistant for the U-Haul Company of

Northwest CA, followed up on the information Mrs. [redacted] provided.

She informed our office Mrs. [redacted] was charged for being two days

late on returning our U-Haul trailer. The trailer was due back on

September 23rd at 8:16am but was not returned until

September 24th at 5:02pm. However, in the interest of

customer good faith, our GM of our U-Haul Center issued a refund for

one day although it was not due back. Ms. [redacted]

stated no further refunds would be processed.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I called several weeks ago to rent a U-Haul for my move to [redacted]. I first spoke to a lady, I asked for a 20'truck, because I didnt have much stuff and the price. She told me that if it happenned that they wouldnt receive a truck that size for my mooving day that they would have to give me a bigger one and they wouldnt charge for more.Then manager was supposed to call me back he never did. I called back the next day and talked with him and told him what the lady said, he said, no no no, if we dont have the size you need , whatever we got you take and you pay the difference. Not his problem. I proceeded to explain what the lady told me the previous day and he asked bluntly: sweety do you want to move? I was schocked..Since there is no other place to rent U-Hauls, I had no choice but to shut up. He gave me the price of a 26' truck and thats what im getting. He's not going to accommodate me.

Product_Or_Service: moving truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want to pay the price of a 20' truck, what I need. Not a 26'. He gave me the price of 281.37 plus gas for the 26'.Im not paying that I dont need that big truck!

Business

Response:

January 31, 2013

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

Ms. Carolyn Wibberley, our Executive Assistant for the U-Haul Company of Atlantic Canada, followed up on the information Ms. [redacted] provided. She informed our office that Mr. Gary Sparks, our Area Field Manager, spoke to Ms. [redacted] and advised her she would be getting the 20-foot truck she requested at the base rate of $182.

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 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.

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

Review: I rented a truck from u haul on May 31,2012 at the Deer Valley location in Phoenix Az. When I left the business about two miles the truck broke down and I had to go to another business to exchange the truck. The dealership when I got the first truck knew that I was traveling to [redacted] Ga. I left Phoenix on June 1,2012 on my way to Georgia and when I got to El Paso Tx the wheel on the truck was smoking. I call roadside service and a repairman came out Saturday afternoon to repair it. Almost completed with the repair He was miss some oil so he had to come out the next day which was Sunday. I started on with my trip and got to Mississippi and there was fluid leaking from the same tire. Call roadside service again and someone came out and repaired it, I call [redacted] which is the manager at the U haul in Phoenix Az where I got the truck from and he ofter me a refund of half at the time I thought my troubles were over.When I arrived in [redacted] Ga and went to turn the truck in there was more confusion. In the system there was three trucks list and the agent ask were is the other trucks and I explained that I only have one truck. I told him of the problems I had with the truck and he call Phoenix to find out which truck I was suppose to have. After all that I went through I felt like a full refund was needed. I started call customer service on June 5 2012 and I was told that someone would call me back and there was no return call. I have been calling every week sometime twice a week with just to be told that someone would call me back.On June 19 I was told to call [redacted] back at the Phoenix office and it would be up to him. After speaking to him and he said he would make some calls and call me back he never did. I called him June 22 I call him back and he said the he was not willing to give me any more and a to call customer service back.Customer service transferred me to some number that had nothing to do with u haul this is the number [redacted] so nothing has been doneDesired Settlement: I would like a full refund and not half

Business

Response:

June 27, 2012

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

Mrs. [redacted]'s rental concerns have been carefully reviewed on more than one occasion. A refund for $345.00, or 50% of her rental, was issued back to her Visa account as an adjustment on her rental on June 8th. We feel a fair adjustment has been issued, therefore, no further refund or adjustments will be forthcoming.

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: 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: 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 had a balance that was due and received a letter saying I had within 7 days to make a payment or I will be charged an extra $30. I went in to pay on the 7th day and noticed I had already been charged before the 7th day was complete. I talked to the collections department and was told that I had until 12am on the 7th day to pay. This isn't correct per the notice I received. There was no time stated in the letter other than 7 days which would have been by 11:59PM 8/05/14.Desired Settlement: I would like my service charge refunded due to descrepencies with the collections letter that was sent to me. Per the letter, 7 days means 7 complete days. I was only given 6 days and was charged before the 7th day was over.

Business

Response:

August 25, 2014Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [redacted] account and 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,[redacted]

Executive AssistantU-Haul International