J.R.J. Tara Corporation

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: Made a reservation online for trailer rental on 10/23/13 and Uhaul clearly advertised a "$50 reservation guarantee" that if they didn't provide the RIGHT equipment at the RIGHT location at the RIGHT time, they would refund you $50.

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

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our NW Ohio regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her an email offering his apology for the inconvenience she experienced and advised her that he had issued her a refund for the $50 Reservation Guarantee Fee. The refund should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I used uhauls website to reserve a 17' truck. It MUST be a 17' truck, thats why I reserved one. On the website it asks where you want to pick up your truck and the confirmation email lists the location as where your truck will be. Well, the location doesn't have my truck. They transferred me to the [redacted] regional office where [redacted] tried to bait and switch me. Instead of getting the very close 17 foot truck at .79 cents a mile he offered a truck some 20+ miles away(of course still with .79 mile charge). That would add $37.28 to my bill. When I told [redacted] reserving one item then switching me to a different, more expensive one was bait and switch he got very hostile. They also kept offering a 20' truck, but I know from experience it will not work in my situation. They didn't care. If a truck isnt available in a location, the website shouldnt offer it. Also, somehow during all this my truck went from being confirmed at my requested location to "oh, well those are just DESIRED locations, not a sure thing." Well, your website should maybe say something to that effect CLEARLY. Also, online support was especially smarmy and unhelpful:

U-Haul: Hello [redacted], someone will be with you shortly. Please wait for an agent to respond.

4/23/2014 10:30 AM EST

U-Haul: [redacted], our expert will be helping you today.

4/23/2014 10:32 AM EST

[redacted] (U-Haul): Thank you for contacting U-Haul Live Chat, how can I help you?

4/23/2014 10:32 AM EST

[redacted]: yes I reserved a 17 foot truck for very specific reasons the other day due to pick up tomorrow.

4/23/2014 10:33 AM EST

[redacted]: the confirmation I recieved this morning had a 20 foot

4/23/2014 10:33 AM EST

[redacted] (U-Haul): okay what is your reservation #

4/23/2014 10:33 AM EST

[redacted]: when I called to try and get my 17 footer [redacted] in the [redacted] regional office tried to bait and switch me and im extremely unhappy about it

4/23/2014 10:34 AM EST

[redacted]: Bait and Switch A deceptive sales technique that involves advertising a low-priced item to attract customers to a store, then persuading them to buy more expensive goods by failing to have a sufficient supply of the advertised item on hand or by disparaging its quality. This practice is illegal in many states under their Consumer Protection laws.

4/23/2014 10:34 AM EST

[redacted] (U-Haul): if we dont have the 17ft trk and move you to a 20 we will give u the rate of the 17

4/23/2014 10:35 AM EST

[redacted]: he tried to get me a $10 more expensive truck or add 37.28 in mileage because your trucks arent where the website says they are.

4/23/2014 10:35 AM EST

[redacted]: your turn

4/23/2014 10:35 AM EST

[redacted] (U-Haul): our web site give u preferred locations it doesnt mean the trk is going to be at the location u want thats y we have scheduling call you to confirm

4/23/2014 10:37 AM EST

[redacted] (U-Haul): if you have issues with the trk size and location you need to talk to the scheduling office

4/23/2014 10:37 AM EST

[redacted]: I cant use a 20 footer. its impossible. I want the truck size your website allowed me to reserve and I an not going to drive an extra 40 mi

4/23/2014 10:37 AM EST

[redacted]: to get it

4/23/2014 10:37 AM EST

[redacted]: nobody called me to confirm.

4/23/2014 10:38 AM EST

[redacted] (U-Haul): okay talk to scheduling and they can give you miles

4/23/2014 10:38 AM EST

[redacted]: no. ill file a Revdex.com complaint. thanks

4/23/2014 10:38 AM EST

[redacted] (U-Haul): they will call you to confirm tonight at 6

4/23/2014 10:38 AM EST

[redacted] (U-Haul): you're welcome

4/23/2014 10:39 AM EST

[redacted]: thanks for no help. I will copy and paste this in my Revdex.com complaint so the higher ups see that you are smarmy and no help.

4/23/2014 10:40 AM EST

[redacted] (U-Haul): okay have a nice day

4/23/2014 10:40 AM EST

[redacted] (U-Haul): [redacted](admin) has ended this session.

4/23/2014 10:40 AM EST

U-Haul: Thank you [redacted]. This chat has been ended.

Please start a new one if you have more questions.

4/23/2014 10:40 AM EST

It may seem I ignored her a couple times but I wasnt, I was still typing in entries because conveniently enough for uhaul they only let you use 140 characters or so in each post. That seems like an easy way to stifle complainers. Also, I had just told her I had already talked to the people she was telling me to talk to. It seemed people were just trying to pass the buck.

I am extremely surprised that NOBODY at a supposedly reputable company was actually concerned, especially when I informed them what they were nonchalantly trying to do was against the uniform commercial code of the United States. Letting me reserve a truck that is not going to be in the location THEY said it would be in and then trying to get almost $40 extra dollars in mileage out of me is bait and switch. Common sense would dictate that in order to have this thing NEVER happen you would not allow someone to reserve a truck that even MIGHT NOT MAYBE POSSIBLY be in the location.

I will definitely be telling my friends and family about this. I'm pretty upset that a company my family has been doing business with since I was a child would treat their customers this way. I'll be going with budget, ryder, or penske from now on and will advise others to do the same.

Even if one wanted to take a narrow view of bait and switch, it is still unacceptable to ignore a customers request and be so nonchalant about it.Desired Settlement: Uhauls website does not charge you until you are done. I simply chose this option for the "store credit". Having uhaul apologize by offering complimentary service in the future is the only way I will use them again and tell my friends to do the same.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] is not to be charged for fuel so long as it is at 1/4 of a tank, nor mileage or any extra day as long as the equipment is returned before 4:00 PM.

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

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: An ad I placed on [redacted] for a free piano was answered by a woman known only as "[redacted]". Despite my advising her to get a professional piano mover, she sent 3 men & a U-Haul truck on Tuesday 25 November at 9:30 am to collect the piano. In the process my wood floor was scratched & has to be completely re-sanded, stained etc & my flagstone step was damaged, which I paid $450 to have repaired. One of the men took a photo of the damaged step & said they would arrange to have it repaired. I did not notice the scratches on the wood floor until I went back in the house. I don't know if these men worked for U-Haul or were contracted by "[redacted]" to pick up the piano. I only have a series of text messages from her saying how happy she was with the piano & that "of course" she would arrange to pay for any damage, but when I texted her how much was done, I never heard another word either from her or U-Haul.Desired Settlement: Refund

I am assuming U-Haul has an insurance policy which should cover this damage, but I could not get any help from them as to the address they took the piano. I only have a cell phone no. for "[redacted]", which is ###-###-####.

Business

Response:

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted]’ concerns to our office,

Please be advised since Ms. [redacted] is claiming damages, she needs to contact [redacted] Insurance Company to file a claim. They can be reached at ###-###-####. They will first take a phone report and then have an adjuster contact her back to address her concerns.

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: paid 100.00 dollars extra deposit on a truck rental contract number #837728404, they have failed to mail it to me in a timely fashion and claim it could take 10 more days. I paid the deposit on 9-12-2013, today is Oct. 21. Your check is in the mail they said.Desired Settlement: Just want to get my money.

Business

Response:

October 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have been waiting almost 2 weeks to be refunded money that I was charged in error.

U-haul admitted they KNEW the odometer on the truck I rented was broken, resulting in a $142.48 over charge. The rental was on November 3 and I have still not received a refund. They had assured me that they had refunded me $138 (not even the full amount), but my bank is showing no refunds made.Desired Settlement: I not only want my refund, but I want to be assured that their truck's odometer was fixed so that nobody else will be overcharged (I'm sure others were overcharged and may not have noticed).

When I told them that they needed to have the odometer fixed he said that that would mean they'd have to take the truck out of their fleet and wait for someone to come look at it. I don't understand why that wouldn't have been the solution as soon as they knew the truck's odometer was broken - it's basi

Business

Response:

November 18, 2013

Revdex.com ID#: 9804493

U-Haul Ref#: [redacted]

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

[redacted] a CSR for U-Haul International, followed up on the information Ms. [redacted]provided. She sent Ms. [redacted]an email on November 13th offering her apology for the inconvenience she experienced and advised her of a refund she issued for $138 back to her Visa account. On November 14th Ms. [redacted] issued a supplemental refund for $4.48 to cover the tax back to the same Visa account. Both credits should post on Ms. [redacted] next credit card statement.

As we value Ms. [redacted]as a customer, Ms. [redacted] also sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 4[redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a U-Haul Van in August of 2014. During my travels I incurred a toll violation on the Pa turnpike in Harrisburg PA. My easy pass malfunctioned. I immediately notified ez pass August 25, 2014, I was informed to contact them when I received the citation and they would clear the citation. The Pa turnpike had the license to the U-Haul trailer and not my car so the violation when to U-Haul September 8, 2014 and again October 8, 2014. U-Haul recovery did not notify me until October 27, 2014. I immediately notified them of the situation, and that I would contact the PA turnpike and clear the matter. U-Haul did not allow me to clear the matter with the turnpike but paid the fine and debited my account $79.75 October 6, 2014. This was my last remaining money until October 14, 2014 which I intended to purchase food for my family. U-Haul manager [redacted] @ [redacted] ignored my request for a manager twice on October 5, 2014 before the funds were debited from my account. The refund process will take 3-5 business days.Desired Settlement: I desire an additional $35 for my troubles. and the $79.75 refund be expiated by check or cash from the near by U-Haul store.

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Harrisburg 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 for $35 as an adjustment on his rental. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Last year I put my items in storage. Being sick and in and out of the hospital with COPD, I fell behind on my storage payments. I tried to make payments but the money just went towards late fines. On February 26th, my storage unit was auctioned off. The problem is, I found out about it late it January because they sent the letter to my previous address, even though I did give them my updated contact information, including my email address. Then the man, [redacted], that I talked to told me that he could work with me on the amount that I owed. I was not able to talk to him too long on the phone. This was during a time that my COPD had flared up and it was very difficult to talk to him. I even told him that because I wasn't sure he could even understand me on the phone. I called back several times because I collected most of what he wanted and I wanted to see if he could still work with me on what I owed BUT he would NOT call me back. I continued to call and I even sent him an email but he still refused to call me back. He sent me an email saying that I would not contact him but that simply was NOT true. HE was the one who would NOT call ME. The last time I called was on February 19th at 2:56 PM. I still have it in my cell phone, that is how I can give you the exact day and time. Anyway, I was actually told by the representative that answered the phone that he was told NOT to transfer my calls because Mr. [redacted] is busy but I can leave a message, which I did and of course he never called back. My unit was auctioned off and I lost everything that I owned, including the items that my son's father gave me before he died. He was killed by a drunk driver when I was pregnant with our son. There were a few items in that storage unit that I saved because they were the last gifts from him before he was killed. Everything in there were boxes of personal items. There was no furniture, no appliances, not even any expensive jewelry. I never found out why [redacted] would not contact me.Desired Settlement: I would like to know why Mr. [redacted] refused to contact me so that we could work something out like he said he would. I want to know why he told the gentleman that answered my last call, to not transfer my calls to him. And I want to know why he is now saying that I would not contact him, when it is actually the other way around.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office that after reviewing all the notes in Ms. [redacted]’ storage account, it was determined U-Haul was within its rights to follow through with auctioning off the room. Please be assured we do not take lightly having to auction a customer’s personal items, however, Mr. [redacted] relayed that there is not record of a contact update for Ms. [redacted] with our U-Haul location and all attempts to contact her went unanswered. He asked that we relay his apology for the inconvenience and unfortunate situation Ms. [redacted] 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,[redacted]Executive AssistantU-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.What she said is simply NOT true. I can show on my phone where I called [redacted] and HE is the one who would not return my calls. I still have the email that I sent him since he wouldn't return my calls, I thought he would at least return my email but HE still would NOT respond. I would be happy to forward that email to anyone who would like to see it. But they are saying that I would not respond to them and again that is NOT true. They are saying that they did not have my updated information but that too is not true. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He informed our office their decision in the matter remains the same. They have no record of any address or contact change.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I stand by the fact that I tried several times to contact UHaul and [redacted] and HE is the one who refused to contact me back. What about the last time that I contacted them in February? I submitted the date and time in my original complaint. The customer service worker who answered the phone told me that he was told not to transfer my calls. Why would he say that? I still have the email that I sent to [redacted], as well. If Uhaul wants to see the email then I would be happy to send it to them. If they do not have any contact information on me then how would they have been able to send me an email at all? Thank you for your time and consideration in helping me with this situation.Regards,[redacted]

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: I have already set a complaint about this company, and my experience with them, but I had left a few things out, and felt that it was the need to get this complained about again. I had resereved two uboxes online two weeks prior to be picked up in [redacted] at [redacted]. The day that I was going to go and get them I called [redacted] the morning of, and they told me the reservation said only one ubox, when I had an email right in front of me saying two. He told me I needed to call uhaul and see to get another tracked down for me. He said he was going to call around as well. I called uhaul and after getting send to a few different people they told me they were putting in an order for a second one and that it will be there. In the meantime I got a call back from [redacted], and got told the other one was on the way and it will be there by 11AM. I was ok with that because we were going to go and pick them up at 3PM. I showed up at three and guess what only one UBOX was there. It took me standing in the doorway for them to light a fire and figure out where the other box was. I stood there for two hours while they tried and tracked one down, and then I was PROMISED right to my face that this UBOX would be a home delivery at no charge for such an inconvenience. We got home and I called uhaul about this because I was so upset that they couldnt get anything orgainzed in two weeks, and that I couldnt even get a courtesy phone call about the other box not being there when it was supposed to be. I went through four people FOUR, to just end up right back where I started on the phone, and then was told that I had to wait and see what they could do for me. I then let things go for the evening, and when I got a phone call at 8AM being told that my second UBOX was at [redacted] and that I had to go pick it up. WHAT? I had to go and get their mistake after being promised I would get it delivered to my front door. I lived about a half an hour from [redacted] so now I had to do an hour drive for UHAUL's mistake. That isnt even the best part though I had to call my father who paid a 100 dollars for boating class, and he had to leave to help me go get this box, and then had to REPAY and RETAKE the class because he had to leave to go the box that wasnt delivered to my home as promised so now I have been lied to. I never got an Im sorry or anything and the only thing offered to me at that point after all this was that they were going to pay for one month storage on one box. So 64.95. I was mad and this didnt even cover now for me having to pay for my father to retake his boating class or the gas I have to pay going back and forth and back and forth and the minutes used on my phone to stay on the line getting transferred to five different people. I then wrote a letter to uhaul. We then loaded up the boxes the next day to find that only one of the boxes actually had the blankets in them, so we didnt get the full amount of blankets like it said on the website so I had to compensate, and take blankets and towels from my parents to cover this. I then got a response back being told that uhaul would pay for both boxes to be stored for one month. I thought ok, that is a little better and at least will cover the money already lost. I wanted to give uhaul a chance to redeem themselves. From there things only got worse. My boxes were stored in loves park for less than thirty days, and the day they got shipped out I got a whole another months charge for storing the boxes so pretty much 130 dollars. I was furious, I wrote email after email to the storage place in loves park, to Ivy and also to corporate. I got a response back from the storage is loves park and it was not a nice response they told me that the storage starts from the minute you pick up your boxes to the minute you return them empty. How is this possible? There is no where on the site that states this, and the only storage place charging me was the one. None was this made sense, and if that was case then [redacted] should of charged me right away for the boxes but they didnt because that wasnt how it was. I felt like they were still trying to get their money, and get me coming and going. I was very uspet and then filed this to the Revdex.com I lfet a few things out, and got the 130 refunded back but that money should of never been charged to me, and with everything that had happened and how I was treated as a customers I felt that uhaul did the bare minimum to get by, and they should of offered me a little more afte what I went through and had to put my parents through because of what they did. This whole ordeal was ridiculous, and I just feel like I desereve a little more compensation from it all. I have used uhaul for everything, and at this moment in time I will never use them again, and I have a job that requires a lot of moving and they have a lost a good customerDesired Settlement: shipment paid on one of the uboxes

Business

Response:

Thank you for forwarding Ms. [redacted] recent letter to our attention. Please refer to our previouse responses to you in your file# [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], again reviewed the information Ms. [redacted] provided. She reiterated that Ms. [redacted] was not charged for the first month rent in [redacted]. She was also refunded for the 2nd month. Ms. [redacted] relayed that the shipment fees were to cover the expense of shipping the boxes to their destination and is not and expense that can be refunded. The shipment of the boxes went without incident and on time. Ms. [redacted] added that every accommodation was made for Ms. [redacted] rental and no additional adjustments or refunds will be issued.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.they flat out told me they were sorry for the confusion and that the second month shouldnt of been charged because I nevere stores my boxes for longer than a month it was less than a month. I mainly would appreciate if they could at least reimburse the money that my father lost and had to pay for twice because of them that would be fair but I will continue to complain this was an unfair ordeal, and that second month should of never been chargedRegards,[redacted]

Business

Response:

Thank you again for forwarding Ms. [redacted] recent comments to our office.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], acknowledged that Ms. [redacted] was charged in error for the 2nd month of storage due to a computer issue on our end and that it was refunded. U-Haul is a do-it-yourself moving company, therefore, we cannot be responsible for personal commitments such as her father’s boating class. I’m sure your office would agree that we have come to an impasse with Ms. [redacted] and she will remain upset with U-Haul regardless of any resolution we would deem as fair for both parties. As we value Ms. [redacted] as a customer, we sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer in an effort to help offset the inconvenience we caused.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.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Our truck rental from U-Haul is worst experience ever!On Thursday October 25th 12:28 PM, my wife and I went to the U-Haul dealership located in Warwick, RI (Store # 796058). We rented a 14 truck. During the initial rental intake, the clerk who took the order was abrupt and condescending towards both my wife and I. The clerk was told that we were using my wifes credit card with my drivers license and the clerks response was that he needed to use her license. After he took my wifes license, which was expired, he then asked for mine. I stated to him this was the reason I said my license was needed. We were asked how long we needed the truck for and he was told that we will be returning it by 5 PM on Friday. Then we were asked how many rooms we had and I said we just need the smallest truck. He set us up with a 10 truck and upon delivery I noticed it did not have a ramp. I apologized and stated we need to go to the next level up since I needed the ramp and the clerk replied That is why I asked you how many rooms you have. I told him I did not notice that the 10 didnt have a ramp and apologized.After getting the truck replaced and we were on our way to begin packing and moving. On Friday October 26th, I called approximately 2 PM to inform them that I may not be able to return it by 5 PM and could I extend it for an additional day. I was told that I could not and needed to make a night drop if not able to return the truck no later than 8 PM. Fortunately I was able to get the moving completed and had the truck returned approximately 7:30. When we were checked in, we had only used 17 miles from our original estimation of 40 so I was told that we would receive a $22.20 refund and he sent a receipt to my email address.The following day when I looked at my bank statement, there were three holds on my account. One was for $71.20, one for $2 and $141 for a total of $232.40 on hold from U Haul for one day truck rental, 17 Miles, an Appliance Truck and a Furniture dolly. This is what prompted aDesired Settlement: U-Haul Moving and Storage located on [redacted] Beach Ave placed unauthorized holds on our bank account. When asked about this information, the response was hostile, abusive and caused a large amount of stress and anxiety.

Business

Response:

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

[redacted], our Executive Assistant for our Rhode Island regional office, followed up on the information Mr. [redacted] provided. He informed our office he sent him an email advising Mr. [redacted] he had issued him a refund for $51.60, which we feel is in the best interest of all parties. The refund should post on his next Visa credit card statement. Mr. [redacted] also offered his apology for any misunderstanding.

As we value Mr. [redacted] as a customer, Mr. [redacted] also sent him a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

First of all Mr. [redacted] only offered this solution after I pointed out to him that I was overcharged by the employees at the [redacted] Ave Store. Secondly, the additional funds that were charged against the card on file were never authorized and therefore, fraudulent charges. Third, this does nothing regarding the anxiety and stress added to me when speaking to the General Manager, the Assistant Manager and [redacted] whom I was told was the President of the company. And finally, the day of the move, I was expected to give the new landlord funds totaling $750 which I was not able to do since the U-Haul company placed a hold totaling $225 against my account. So overall, what U-Haul did was place unauthorized charges against our account, reacted in an extremely hostile manner from both the General and Assistant Managers, was dismissed by the person I was sent to as the President of the company ([redacted]) after stating he will dig into the issue and get back to me on Monday October 28th and I still have no response at all, I have been placed in a position of mistrust with my landlord and after reading through all of the spelling and grammatical errors in the original email from Mr. [redacted], his initial offer was a gift certificate that I can only use with a company that has created all of these issues.Even in my final email to Mr. [redacted], I made it clear to him that even with him agreeing to my proposal of refunding the unauthorized charges I did not consider this matter closed, he still made it appear to Corporate Offices that the issue is resolved. My request to completely resolve this issue is demotion or dismissal of the General and Assistant Managers at the [redacted] Street store and a full refund of all charges that were placed against my account from U-Haul along with a letter that I am able to show to my landlord that U-Haul did in fact place unauthorized holds against my account in the amount of $225 causing my available funds to be reduced. As for any type of Gift Certificate, I will not enter or use a U-Haul service or equipment so if you are offering a $25 amount, this should be doubled and done so in the form of a Gift Card that I can use anywhere.I am truly disappointed that U-Haul corporate has taken an issue of illegally placing charges against a customers account so lightly and would have thought that a matter as serious as this would have had a higher level of importance like a phone call directly to me to discuss this issue or an offer over money that was charged without permission and would have been required to be refunded as a matter of law. So overall, I have been offered a $25 Gift Certificate to use at U-Haul and nothing over and above for the problems caused by U-Haul.

Regards,

Business

Response:

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

[redacted], our Executive Assistant for our Rhode Island regional office, reviewed the information Mr. [redacted] recently provided. He relayed to our office the issue has been discussed with Mr. [redacted], our President of the regional office, and our decision in the matter remains the same. Mr. [redacted] explained Mr. [redacted] stated in an email he had no problem paying for the truck. We issued a credit for the extra day as an adjustment, which Mr. [redacted] accepted. Any internal concerns with staff will be addressed by Mr. [redacted] and corrective action will be taken as needed.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I believe that U-Haul should replace the "Gift Certificate" that can only be used at U-Haul with a $25 gift card I can use anywhere since I can not consider using any of the services offered by any company that does not stand behind their customer service promise. I did state that I have no problem paying for the truck and since U-Haul doesn't consider the anxiety and stress I suffered to be of any value, extending an offer of a gift certificate that can only be used at U-Haul is an empty gesture.Regards,

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

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

Business

Response:

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

Consumer

Response:

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

Regards,

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

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

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

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

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

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

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

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

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

Business

Response:

May 23, 2014

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[redacted]:

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

Regards,

Review: I am writing this message to ask for a refund on my truck rental. My pick up location was at [redacted] and I was taking a one-way trip to [redacted]. We are a military family and I had orders to report for work on July the 8th. We had a perfectly planned out trip. Left [redacted] July 1st and were expecting to arrive to [redacted] on the afternoon of 4th of July. On our way to [redacted] our truck broke down in [redacted], [redacted] on July 3rd. Pretty much screwed we ended up being stuck in a hotel. Due to it being a holiday the next day we ended up being stuck there until the fallowing day. On the fifth of July they had mover and a truck towed to our location in [redacted], [redacted]. All the time it took the uhaul and the movers to get everything made a huge part of the day go to waste. We didnt get back on the road on until after 3 in the afternoon. To make our experience worst, Not even 10 minutes down the road the replacement truck broke down. The mechanic informed us that it had a broken radiator and a blown out gas line. It is ridiculous that UHaul didnt take the initiative to check the truck before giving it to us, and not being aware of how dangerous a broken gas line can be. Not to mention how dangerous it was to have ourselves on a the side of the highway with a 4 month old baby with vehicles driving over 60 miles per hour.To make things more inconvenient we ended up loosing another day and ended up staying at a hotel another miserable night. The fallowing day of July the 6th Uhaul figured we had more time to waste and couldnt provide us with an estimated time of when the movers would trans-load our belongings form one truck to another. Stressed out and short on time we decided to move our stuff from one truck to another. Consider doing that with a baby and how devastating it was to see all our home good damaged or broken. We were scheduled to place down the deposit and rent on Saturday. But of course we didnt make it to the appointment so we lost our place to live. The availability for the next apartment was not until July 16th. So can Uhaul please tell me how uncomfortable, upsetting, unpleasant, stressful it was to have two adults and a four month old baby sleeping inside a car. Or how money wasting and time consuming it was to drive back and foward from [redacted] to [redacted], [redacted] to the nearest family to have a place to stay? can break down, but it is absurd that we were provided with a truck that was already dysfunctional. My move with Uhaul has been inexplicably the worst. It placed us under an immense amount of stress, which uhaul could of had prevented. It is understandable that one truckDesired Settlement: I want the money that I paid for the service I never receive.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. She informed our office refunds for the full base truck rental fee plus Safemove Protection were issued back to their [redacted] account as an adjustment on their rental. The refunds totaling $1,532 should post on their next credit card statement. $350 was also refunded on July 14th to cover the $250 transload fee and $100 for the inconvenience of having to reattach the Auto-Transport and then another $80 was refunded for their cab fare also on July 14th.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