J.R.J. Tara Corporation

Review: My due date was on 3/28/2015, I made my payment on 4/2/2015. I was assured by customer service over the phone I would have gate access and no lock would be on my storage door. I went to the location on 4/4/2015, no gate access. So I went inside the office and waited to be serviced. I was told by the rep that they recently changed marketing and there was an issue with the gate. I was assured by him this same day there was no lock on my storage building, which there was. I had to go back to the office and wait for someone to take the lock off. They had my payment and my acct was current at this time for 3 days. I went back on 4/8/2015, 4/11/15 and 4/12/2015 and same thing, no gate access. Each time I go in, they just open the gate versus fixing the issue. This is unacceptable and a huge inconvenience. No apologies, no rush to fix the problem. I pay the same amount as the next customer who has access to the gate. The times I come I have young children with me so it's even more of a hassle to have to get in and out of the car to go in the office.Desired Settlement: I would like my access to be restored, also would like my due date changed to the first of the month so I can prevent this from happening. If this can not happen, I would like for them to pay professional movers to move my things to another storage facility that can operate more effciently

Business

Response:

April 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], **, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] advising her the problem with the gate had been fixed. Mr. [redacted] stated the issue with the gate happened while he was on vacation and was sorry no one brought this to his attention before Ms. [redacted] made him aware of the problem she was experiencing.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: I rented a 27' moving truck and after driving 50 miles the brake light came on. It was the ABS which controls the truck's ability to stop. I called and reported the truck problems and was advised that there was nothing that could be done because both the truck and the trailer were packed to the maximum. Additionally there were no other trucks for me to pick up on the route to Georgia. I was told to slow down and brake early. Since we could not go faster than 45 - 50 miles per hour this turned a 8 hour drive into a 17 hour drive. As a result we were forced to spend the night in a hotel in Auburn, Al. before finally arriving in Kennesaw, GA. The problem with the truck should have been noticed before our renting the truck. The ABS (anti-brake system) is nothing to joke with especially when you are traveling hundreds of miles in the rain.Desired Settlement: Refund of the hotel and food at the hotel. The amount $137.86. I was offered a credit of $150.00 that we could use for boxes or storage fees.

Business

Response:

March 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Southern Louisiana Regional Office, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] an email advising him she had researched his rental and found he was given 12 additional days at no charge. She offered her apology for the inconvenience he experienced and explained no further refund was due.

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 spoken with a Uhaul representative and we are trying to work out a mutually agreeable conclusion. I will keep the Revdex.com updated. The final resolution will take longer than the seven days provided by the Revdex.com.

Regards,

Business

Response:

March 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate our Traffic Manager for our Southern Louisiana Regional Office, [redacted], spoke to Mr. [redacted] and he agreed to forward receipts for his extra motel and meal expenses for review and consideration.

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 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: 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: 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: The UHaul sold my storage unit by mistake based on the certified notice sent to me. I called to pay on the certified notice, I inquired about my other 2 unit and was told their were not in danger of being sold. I paid on the 2 of the units and they then sold the 3rd unit. I haved called on Thuesday, August 2 in the Am and again in the Pm and again on Friday, August 3 in the AM. I have not heard back by 7PM on Friday night. I just want by property returned. I feel that I will be forced into court on this matter.Desired Settlement: The return of my property.

Business

Response:

August 22, 2012

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

Ms. [redacted], our Storage Manager for the U-Haul Company of Boston, followed up on the information Ms. [redacted] provided. She informed our office she's made several attempts to reach Ms. [redacted] but has been unsuccessful. She stated she would continue to try and contact Ms. [redacted] and also asked us to relay that our U-Haul Center has a few personal items of Ms. [redacted]'s that need to be returned to her. Ms. [redacted] can reach Ms. [redacted] at ###-###-#### or direct at ###-###-####.

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 car was damaged at a Uhaul location by a defective Uhaul car carrier being used by a Uhaul employee. This occurred on 9-4-12. My car is currently in a repair shop and needs the $500 deductible paid. Uhaul management have not paid the funds, and have not been assisting me in rectifying this matter. I need my car for work.Desired Settlement: For Uhaul to promptly pay the $500 deductible to the vehicle repair shop, either through their Repwest Insurance company, which I have unsuccessfully requested assistance from, or other appropriate manner. I would like Uhaul to be honorable, professional, and respectable and humane about this.

Business

Response:

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

We have been informed a letter was sent to the Phoenix Revdex.com on 9/27/12 from Repwest, our insurance carrier. The letter was addressed to [redacted].

The letter advised Ms. [redacted] that on 9/15/12 Repwest's investigation was completed and a check for $500 for the deductible was issued to the shop of Ms. [redacted]s's choice.

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: Unauthorized entry into storage without customer consent. Unauthorized removal and packaging of items in storage locker without customer consent.

On Saturday September 1st, I went to UHAUL to get a couple of items out of my storage locker #[redacted]. I went up stairs and approached my locker and I saw that my lock had been cut-off, all of my items removed, and a green tag on the door saying available to be rented. Bare in my mind, my account was clean and up to date. UHAUL has a credit card of mine on file which they have charged every month for a little over a year.

I immediately go down stairs and I speak to someone at the counter. The customer service rep. told me that back on August 6th (almost a month ago at the time) a water pipe had broken and water leaked and had gotten into some storage lockers one of them being mine. They went into my locker and assessed the damage. According to a lady I have spoken with at the insurance company, it is policy to not put any wet items back into storage lockers due to mold and mildew concerns. Apparently, the insurance company came out and looked at my locker and UHAUL, and they decided to take things out of wet-boxes and repackage them for me without my consent, they have thrown some of my things away without my consent for instance a recyliner, and moved my things to another storage locker without my consent.

As of right now, UHAUL or the insurance company have not provided me with a list of items that have been thrown out. Also, a good majority of my locker has been repackaged. Electronics that were in their original boxes have been removed from their original boxes and repacked in new boxes.

The biggest complaint I have here is how this was handled. This event took place almost a month ago, niether UHAUL or the insurance company sent me a letter or gave me a phone call regarding the situation. I didn't find out about it until I decided to get some things from my locker. What I want to know is who gave them permission to cut the lock off to my storage locker? Who gave them permission to throw my possessions out? Who gave them permission to repackage and remove my things? Lastly, why it did not occur to them to give me a phone call to make me aware of the situation?Desired Settlement: I purchased the additional insurance for the storage locker for an amount up to $5000. I am seeking the $5000 insurance money that I took out on the locker. I am also requesting a rental van to be paid for at UHAULS expense and the gas money so that I can remove my items from their facility to a new facility. Lastly, due to the lack of consideration for their customer and their customers personal items, I am asking that UHAUL refund me back one years worth of storage locker fees. This is to a

Business

Response:

September 13, 2012

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

Mr. Paul Eells, our Executive Assistant for the U-Haul Company of Tampa, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and assured him they wanted to work with him in anyway possible, including helping him move his belongings to another location without any cost to himself. The majority of Mr. [redacted]'s claim is being handled by RepWest Insurance Company in regards to destroyed items there were in his storage unit when the storage location had the roof leak. Mr. Eells left his telephone number and hopes to reach an amicable conclusion.

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: 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 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 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: 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

Review: I rented a truck from U-Haul at [redacted] CA on 7/23/2012 at 11:45 to help a friend of mine move.When in the process of renting the U-Haul truck they stated that I needed a credit/debt card so that they hold a certain amount and to make sure the truck is return.In which I agreed with and signed.I helped her move in her new apartment 7/26/2012.When finishing moving her belongings out of the U-Haul truck around 11:30am.I asked her to return the truck to U-Haul for me because I had to go.She called me to let me know she had return the truck at U-Haul and that they charged my card $103.61.On 7/27/2012 I checked my account online and found that they had charged my card again on 7/27/2012 $1,059.14.I called that U-Haul and spoke to the manager by name of [redacted].I asked him why was my card charged again without my authorization for $1059.00.He stated that there was damage made to the moms attic on U-Haul truck.I then asked him why didn't say that at the time of return after the truck was inspected.He said he did,but the person who returned it was in a rush.So then I asked him why did he only charge my card $103.61.I told him that did not give him the right to charge my card again.He then stated that he could.I told him the contract I signed state"U-Haul will not charge/credit your card until you return the equipment and your rental charges are calculated",so you don't have the right to charge my card $103.61 and then charge it again. He said they could.I told him I will speak to someone else regarding this issue.I called customer service and they said he should not have charged my card again and what he had did was reversed the first charge and refunded me the money back and then charged the card again for $1059.14,and that they would have his manager give me a call.So three days letter a woman by the name of Ms.[redacted] gave me a call and basically said that it was okay for him to stick me with damages the next day and charge it to my card.

Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund

A refund of the 1059.14 that was taken off my card without my knowledge, overdraft fee's my account accured,due to this transaction and checks that are able to clear.

Business

Response:

August 21, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Bay in Oakland, CA, followed up on the information Ms. [redacted] provided. She informed our office that several people have previously addressed Ms. [redacted]'s concerns. Ms. [redacted] was shown the security video of the truck she rented leaving the U-Haul lot with no damage and then the truck returning with the damage to the [redacted], which is the top of the truck that hangs above the cab. On August 1st when Ms. [redacted] spoke to a representative at our U-Haul Center, she was asked to come back and review the video camera again to verify the damage. Ms. [redacted] declined and relayed that she agreed with the damage but did not agree with the fact she was charged on her credit card. We explained that at the time of dispatch she signed the contract agreeing to pay for any loss or damage to the equipment while in her possession.

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,

The Uhaul Addendum Contract states that if damages are not found at the time of return that the customer is to receive an itemized invoice and then is exspected to pay,and if customer doesn't pay they can report it to the credit reporting agencies. They charged my card the following day for damages so I'm asumming that's when they found the damages. I was unaware of any damages until the next day when I checked my account,and even speaking to a couple of customer care agents who also agreed that the the Uhaul Company I did bussiness with did not go about the situation correctly but that they could not go over Ms.[redacted] head. I don't feel that they followed they own portacal and are taking advantage of the use of their customer's cards,and Ms.[redacted] was so rude.They do BAD BUSSINESS!

Business

Response:

November 1, 2012

Thank you for your

continued concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of East Bay, reviewed the

recent information Ms. [redacted] provided. She explained the staff at

our U-Haul Center left a message for Ms. [redacted] the same day the

truck was returned requesting a call back because her contract was on

hold due to damage to the truck. When Ms. [redacted] did not call back,

the charges were applied to the credit card the next day since the

contract needed to be closed out. Ms. [redacted] has since disputed the

charges. Her credit company charged U-Haul back for the disputed

fees. The issue is now being handled by [redacted] since it involves damages. Ms. [redacted] will be contacted on the

claim.

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: Rented a U-Haul 20' truck and car hauler for a one-way rental from [redacted], WV to [redacted], AZ. Outside of [redacted], experienced a blown tire on outside rear passenger dual. Called customer service for assistance; had to wait on side of I-30 for approximately 1 1/2 hours awaiting arrival of emergency roadside assistance. Tire was replaced with new tire with minimal difficulty; crushed exhaust pipe repaired; broken passenger side fish-eye mirror unrepaired. The next day, outside of [redacted] another blown tire on outside rear driver's side dual. Called customer service again for assistance, and waited again for approximately 1 1/2 hours on side of I-10 for roadside assistance. During the call to customer service, I was on hold "awaiting the next available assistant". My fiance also called using his phone (after I had been on hold for about 10 minutes) and almost immediately reached a customer service rep, WHILE I WAS STILL ON HOLD. Once help arrived, tire was replaced with USED tire. Later that same day, just inside AZ line, driver's side inner dual rubber on tire separated. Again called customer service. Received instructions from roadside assistance to drive ON SEPARATED TIRE approximately 4-5 miles on I-10 at midnight to nearby service station, where they would meet us in approximately 1 hour, despite our voiced concerns about driving on said tire. Again, waited for repairs approximately 1 to 1 1/2 hours.

Overall, approximately 8 hours were spent on the side of the road awaiting repairs, putting us a full day behind schedule, requiring an extra night in a hotel room. U-Haul did reimburse this extra expense. Never once were we instructed to go to the nearest U-Haul location for an inspection to ensure the safety of the vehicle and restore our peace of mind. We did notice all 3 defective tires were of the same brand (Michelin), with only 27,000 total miles on the truck; all three tires were replaced with Goodyears, which led us to assume that they were instructed to rotate the tires out with no regard to our safety.

Upon returning the U-Haul to our drop-off location, we spoke with both branch managers, who both instructed us to call customer service to file a formal complaint. When we did formally file a complaint with customer service, we were told a manager would respond within 72 hours. We waited a full week before calling customer service back, as we had received no response. Finally, the [redacted] branch manager contacted us, told us NO ONE IN MANAGEMENT WOULD TALK TO US. He was assigned to deal with us, and no matter how many times we asked to speak to upper management, we kept getting redirected to him. After speaking with him on several occasions, he informed us that Line 4 of our contract stated U-Haul was not responsible for breakdowns or loss of time due to mechanical failure, and he offered $200 for our time and trouble, though U-Haul did not feel responsible for our trouble.Desired Settlement: At this point, we realize we were lucky we purchased the optional insurance and that U-Haul did not try to find some way to stick us with the repair bills. However, this is NOT good or SAFE business. To us, it would appear U-Haul is purchasing cheap or defective tires. Even after multiple problems, they were still unwilling to provide better tires. We are reasonable people--one blown tire happens occasionally, especially on such a long trip. Two tires, ok, just bad luck. But THREE? If one of the front tires had blown we could have been in serious peril. Or at least lost all of our possessions, including our only vehicle, which was being towed behind us. But the biggest insult was to 1) not be contacted as promised and 2) to not be allowed to speak to upper management. This does not appear to be a branch problem, since everyone we have talked to at either branch was (mostly) helpful. We have used U-Haul multiple times, spending thousands of dollars, but never again will we rent from them. We just don't want someone else to get hurt because of a cheap/defective tire.

Business

Response:

January 29, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West VA, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a brief letter offering her apology for the inconvenience they experienced and explained refunds totaling $274.12 have been issued back to their Visa account. The credits 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

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: 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: 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: 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: 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 company or representatives of the company were supposed to contact me prior to picking up a truck and did not do so. I contacted the company and expressed my dissatisfaction both with the customer service and with the distance of the pickup location from my starting location. The customer service representative apologized for the inconvenience and offered to credit me with 20 additional miles and a 20$ refund. Upon arrival at the location for pickup the next day during the contract completion process I inquired about the 20$ refund and the extra 20 miles, I was informed by the employee at the physical location that the extra miles were credited but she did not see the any reference to a 20$ refund. I told to the employee to pause the process and called U-Haul at ###-###-#### the [redacted] regional office. I was informed by a customer service representative that I would be refunded the promised 20$ after paying the contract amount. I had this conversation in front of the employee at the pickup location. I accepted this explanation and proceeded with completing the rental process. On Sunday the rental vehicle was returned. Additional unauthorized charges were made to my debit card for which a Revdex.com complaint in [redacted] will be filed. Upon contacting U-Haul at ###-###-#### and speaking with [redacted] I was informed that the promised 20$ refund was not in the system. I was offered a partial refund and store credit for the unauthorized charges. I declined as I prefer to go through a review and arbitration as necessary. I have now spent roughly 2 hours on the phone with various U-Haul representatives over the past 5 days without ever finding a true resolution. Al this during a time period where my wife and I are moving with our 6 month old baby.Desired Settlement: I feel that the promised 20$ refund should be credited to my debit card which U-Haul has shown they have no issue with charging without regard to authorization. I would also appreciate a full or partial refund on services provided simply to compensate me for my time, angst and the fact that the service provided was sub-par and should not be valued.

Business

Response:

June 10, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted]provided. She informed our office she discussed the information with their Traffic Manager and they have no record of a promised cash refund. She confirmed the extra miles offered and given for the inconvenience we caused, but no record of a cash refund offer. Ms. [redacted] left a message for Mr. [redacted]advising him of her research.

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