J.R.J. Tara Corporation

Review: I got a storage unit Sept 11.2013 I was mobbing and unable to find a home I signed a lease with u haul to do month to month climate control unit which I paid $103 every month for when moving my stuff out March,22,2014 I discovered mold all over my belongings by the smell. I didn't put it together until I noticed it all over my green leather recliner. I made a complaint with uhaul location and then contacted 15 different employee through U-Haul and every single person was rude, disrespectful, and I have had no call back in reference to claim that was made. [redacted] my rep with [redacted] is suppose to follow up and today marks a week of no call nor answer. I do not know what I should do I empty my apartment out due to the smell and my daughter has asthma. I need to know what they are going to do I had insurance and all my belonging were new and expensive also great shape. I am now having to start over I already purchase two new mattress for my daughter and I but I have no clothes all my stuff stinks and is ruined... I sent email to [redacted] and have not received a call back. Please help me this is bad business and I was unfairly charged , mislead and now have nothing for my home. This is very serious and they are acting as if it is nothing..Desired Settlement: I Need my money reimburse for paying climate control when I didn't have it and I need money for furniture I paid insurance every month and all my belonging are ruined and smell like mold. This is a health issue ...

Business

Response:

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Adjuster for [redacted], advised our office they researched Ms. [redacted]’s claim. An offer of $500 was presented to Ms. [redacted] based on their investigation. Ms. [redacted] declined the offer. Mr. [redacted] relayed that until additional damage documentation is provided, no further offers will be made. Ms. [redacted] should keep in contact with [redacted] for handling of her claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a uhaul truck and trailer on February 12. This order was rescheduled on February 19. It was for a 17' truck and a trailer. The day before pick up, they called to tell me that they could not fulfill my reservation: I could wait 2 days, or pick up 2 hours away. They also told me I would NOT be receiving the $50 guarantee (could not understand why). I was eventually transferred to another girl, who was able to locate a closer truck than 2 hours away by giving me a larger size, and she reserved that and said I WOULD receive the $50, credited back to the card I made my reservation with. I received an email confirmation to pick up the truck.

I drove to pick up the truck. This location ([redacted]) told me they had my guaranteed reservation, but didn't have the truck. They located a truck in [redacted], and I drove there to pick up the truck. (again, not my reserved truck, so I should have gotten the $50).

I called that night to locate where I could pick up the towing device. Since my reservation had been split, they were charging me a higher rate for the trailer, since I wasn't getting the bundle discount. I was told they could transfer my call to the local dispatch to correct the issue. They transferred my call, and the local dispatch couldn't figure out how to do that, but stated that since I had all of the issues and the different price that they would credit me $50, which would bring it close to the original price I had reserved.

I picked up the auto transport the next morning, and again discussed with the man that I was to be receiving credit.

I returned all devices early, at the specified [redacted] location. I have not received ANY credits. I have emailed Uhaul about this issue, and not received any response.Desired Settlement: I would like the two $50 credits for not fulfilling my reservation (once in [redacted] for the original reservation, then once in [redacted] when I arrived and they did not have the truck).

I would also like the $44 difference in rate I had to pay for the auto transport since the price increased when they "split" my reservation. I was told this would be adjusted.

This should be a total of $144.

Business

Response:

March 27, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. He informed our office he left a message for [redacted] advising her of a refund for $144 as requested. The refund was issued to her [redacted] account and should post on her next credit card statement. [redacted] also explained in his message that [redacted] could call him back if she had other questions or 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,[redacted]Executive AssistantU-Haul International

Review: I am throughly displeased with the service I have been recieving from UHaul's shipping and customer service departments for a U-Box contract that was reserved online. I requested a U-Box to be picked up from my North Hollywood, CA apartment and delivered to Houston, TX on August 28th to be recieved in Houston, TX on September 7th for delivery to my new apartment at 4001 Fannin Street. This however, has yet to happen. The U-Box was collected as promised from my apartment in North Hollywood on 8/28/12 and I recieved a confirmation call that the U-Box was delivered to the shipping location in Glendale for immediate delivery to Houston. Today is September 13th and I have been calling U-Haul customer service since September 6th to check on the status of my box which was promised for delivery on 8/7, then again on 8/10 and yesterday 8/12 I recieved an email confirmation that my box is finally en route to Houston from CALIFORNIA. However after calling again today the location of the box is undetermined with no estimated date of delivery. I've spent hours on hold, re-iterating my situation to customer service reprensentatives and requesting to speak to a manager with no response. All of my personal belongings are in that box and I am expecting to recieve them in a timely manner along with compensation for the inconvenience U-Haul's error has caused. This is in no way acceptable business. I wish to recieve compensation valued at a daily rate for the days I have been unexpectedly without my belongings. To date, I have been without my belongings as of 9/8/12 for a total of 6 days, so if the box is recieved tomorrow I expect a $1,062 refund. If the box is recieved after tomorrow, I expect $1,062 plus $177 for every day following today's date. Total Amount Paid: $235.50 (delivery fee, monthly storage rental, insurance) plust $1717.00 (delivery from Glendale, CA to Houston, CA)is equal to $1952.Desired Settlement: If the box is recieved tomorrow I expect a $1,062 refund. If the box is recieved after tomorrow, I expect $1,062 plus $177 for every day following today's date. Total Amount Paid: $235.50 (delivery fee, monthly storage rental, insurance) plust $1717.00 (delivery from Glendale, CA to Houston, CA)is equal to $1952.

Business

Response:

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

Kenneth Williams the General Manager of our Glendale, CA Center spoke to Ms[redacted] on 9/20/12. Mr. Williams informed us he honored Ms[redacted]'s request for a refund and made a credit to Ms[redacted]'s American Express Card.

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,

Paula Fontaine

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 consider this complaint resolved.

Regards,

Review: I wanted to rent a truck to move my trailer I told them what I needed they told me all their trucks can take an extra ball.. Spent an hr wile they looked for locations that had the ball and adaptor after renting I find out you can't put on an additional ball and I would need the pick up truck instead... I would have rented that if I was informed now I'm stuck with a truck that's useless for my needs after calling and being transferred 9-10 times I find out for an additional $140 I can have the truck I was not impressed and asked for a manager I was told he went home at 4pm I asked to leave him a msg to call me as soon as he arrives.... I call back get transferred 4 times before reaching him but he was reluctant to tell me he's the one I'm looking for wile speaking to him I asked what he would do about this his response was return the truck I'll get my full money back... Only problem is I still need a truck and after returning the one I have I'm stranded.... He also told me he needs to review the call before making a decision... If this wasent regarding a time sensitive matter I wouldn't care but as I told them this trailer should have been gone yesterday and I have the potential of loosing it because it's not on my propertyDesired Settlement: All I want is the truck to move my trailer I've paid $270 into this already and I want the truck for the same price as the one I have now since this is there mistake and it's been going on for 2 days now

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Reservation Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the 9 phone conversations associated with Mr. [redacted] and was in contact with him to discuss his concerns. He relayed the only time Mr. [redacted] referred to his specific needs was after he had already picked up the first truck. Options were offered where Mr. [redacted] would not have to pay for the truck he had and he could use alternate equipment. Mr. [redacted] was swapped out with one of the newer one-way 14-foot trucks to accommodate the larger hitch requirement and Mr. [redacted] was on his way to [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,[redacted]Executive AssistantU-Haul International

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: On 07/15/14, I was contacted by Uhaul that they had moved my reservation to another location. I told this was an inconvience for me and they gave me a number to traffic control and I spoke with [redacted] and she said I need to contact customer service. I spoke with [redacted] a customer service rep and she could not help me she just kept putting me on hold and when I asked for a supervior she hung up on me. I then called back and spoke with a Supervisor who states they can move my reservation and some where in the fine print it states that. I advised him per the website site it states that there is a 50.00 guarantee "Should you not revieve the equioment size, location and pick up time you agree to that you will be compensated 50.00 and I did not agree to move my location to another city away from my home. He states there is nothing he can do. They never tried to assist me compensate in any fashion. This was the worst customer service I have ever experienced.Desired Settlement: The $50.00 guarantee be honored and I would like a formal apology in writing.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] on July 17th regarding her reservation. Ms. [redacted] relayed her preferred pick up location was just down the street from her. Ms. [redacted] offered an upgrade to a larger truck at no extra charge, which Ms. [redacted] agreed to and did in fact pick up on July 18th to complete her move. Ms. [redacted] assured our office she would address the information Ms. [redacted] provided with all involved to ensure proper reservation procedures are being followed locally.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a truck for two days on September 2, 2014. The Rental Date/Time was 9/2/2014 9:29 AM and the Return Date/Time was 9/3/2014 7:32 PM. Agent [redacted] was present when the truck was returned. I found when I viewed my receipt(Contract No. : [redacted]) that I had been charged for three days. I brought this to the attention of Agent [redacted] on September 4, 2014. He stated that it would be corrected to two days rental and that my credit card would be credited for the overbilling. Also, Agent [redacted] stated that he would call me and send an email notifying me that the bill had been corrected. He has done neither of these actions as of September 5, 2014. Agent [redacted] also made other mistakes such as misspelling my last name and having the wrong email address. Both were apparently corrected on September 4, 2014. The rental was done in person, so I don't feel that Agent [redacted] will make the corrections to my bill, since he has shown an apparent indifference to do so.Desired Settlement: See to it that my bill is corrected and email me an invoice showing that this has been done.

See that a refund credit is posted to my credit card for the overbilling.

Business

Response:

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

[redacted], our President for our West Houston Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a refund for one rental period plus the Safemove Protection and tax in the amount of $40 was issued back to Mr. [redacted]’s [redacted] account as an adjustment on his rental. The refund should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this [redacted]er 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,

UBOX 10 DAYS LATE & $195 OVERCHARGED.

*Interstate residential move. Slept on floor for 10 days with no belongings. Forced to re-purchase many items to hold me over until UBox arrival.

*Had to re-open Customer Service complaint 3x because originating location's manager repeatedly closed out as "resolved" without ever speaking to me.

*Transferred endlessly through customer service departments with no assistance.

*No response from company representative that responds to complaints through this website.

*Ultimately refunded for overcharge but no compensation or explanation for incredibly late delivery or lack of customer service.

WASTE OF TIME, MONEY & PEACE OF MIND--all reasons stated for using UBox on UHaul.com

Incapable of providing any type of acceptable customer service or resolution. Long time UHaul customer. Will NEVER use or recommend UBox again.

Review: U-haul instructed me to return the u-haul from a different location then I rented from. I was told I would not be charged the fee for returning to different locations. This was on September 1st 2013. I have called 6 times and everytime I've been told I would be contacted by a district manager and have yet to be contacted.Desired Settlement: I would like second charge of 203.11 to be reversed from my card plus the interest accumulated on my card, which is 50$

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant of our East Sacramento regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $156.29 back to her [redacted] account. The refund should post on her next credit card statement. Ms. [redacted] also assured our office the issue was discussed with our Area Field Manager in charge of our U-Haul dealer to ensure proper procedures are being followed locally.

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 was quoted for a U-Haul rental at this location as $160, which included 470 miles and over 2 days of rent time. The [redacted] representatives did not have printer ink and refused to print out a confirmation of my contract, asking that I instead simply view their screen and approve or disapprove of the contract verbally, they said they would email me the contract once it was approved since they could not print it. I returned the U-Haul truck under the allotted miles and within the specified days, and they billed me $205, which I paid. U-Haul corporate has called me every day since, saying that I did not return the truck and that I will be sent to collections. 3 days after my return, [redacted] sent me an invoice indicating I owe $300+ more dollars than what I originally contracted with them for. I already paid the amount in consideration for the services I agreed to. The contract was complete when they accepted my $205 as agreed upon by both parties and as quoted to me on 4/19 when I originally made the reservation. To bill me an additional $300+ is simply fraudulent. Additionally, the building used by this company is decrepit and hazardous, with a roof caving in water dripping from the ceiling. The mold is so prevalent that the employees light incense sticks and poke them into the exposed insulation in the walls. Obscene posters are taped up on the walls all over the building. Trash is strewn all around the floor. The subfloor is completely exposed, and rusted metal is precariously exposed and pooping up from the floor.Desired Settlement: I would like a refund of $205 and I would like my bill to no longer indicate that I owe $300+ more dollars. If U-Haul continues to hound me I will file a complaint for breech of contract and fraud.

Business

Response:

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. She informed our office when Mr. [redacted] returned the equipment to the dispatching location, the computer converted the rental from a one-way into an in-town rental charging for each day and miles traveled. Ms. [redacted] reversed the return contract, deleted the Promissory Note, and emailed Mr. [redacted] a copy of the reversal contract.

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: Rented a truck on January 25, 2012 and declined insurance coverage. U-Haul typically sends out final bill after the actual mileage was accounted for, but never did. Upon receiving the credit card's monthly bill, I noticed that the U-Haul charge was for more than anticipated. Called to U-haul to ask for a copy of receipt and found that there was an additional $14 charge for a "SafeMove" coverage. We contacted the owner and told him of the erroneous charge. Although he tried to deny it, luckily we had the original signed receipt. He said he would fix it, but never did. Although the amount is insignificant, I feel a victim to this unethical business practice and wonder whether this is an isolated incident or does this particular location have more victims? How can they arbitrarily charge things on my card and get a way with it?Desired Settlement: I want my money back! They don't deserve a penny of it! I also want the Revdex.com to keep an eye out for this particular location and their unethical business practice.

Business

Response:

July 31, 2012

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

Ms. [redacted], our Executive Assistant for our U-Haul Storage Centers of Dallas, followed up on the information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] advising him of a credit for $14.00 back to his credit card, which should post on his next credit card statement.

As we value Mr. [redacted] as a customer, we also sent him a $25.00 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 and tape. We also sell permanent hitches, propane and locks.

Please be advised that the manager in question is no longer employed with U-Haul due to unrelated reasons We hope Mr. [redacted] will take advantage of the Certificate and allow U-Haul another chance to redeem itself in the future.

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 want to be reimbursed the entire amount of my U-haul invoice of ~$100 and will not be needing a $25 U-haul credit. The store owner committed fraud and should not be taken lightly.

Regards,

Business

Response:

October 3, 2012

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

Ms. [redacted], our Executive Assistant for our U-Haul Storage Centers of Dallas, reviewed the information Mr. [redacted] provided. She was unsuccessful in reaching Mr. [redacted] by phone but sent him an email. Mr. [redacted]'s rental charges totaled $61.04. A credit for $14.00 was issued back to his [redacted] account on July 27th. Ms. [redacted] advised our office she will issue a supplemental credit for the remainder of $47.00. The credit should post on his 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: Hi,

So I am writing this email to complain and ask what can be done about my completely bungled U-Box move.

We moved from [redacted] On May 11, we returned our U-Boxes to the [redacted]ocation, and when asked whether we wanted to ship them immediately, we said yes. They said they would arrive in [redacted]i by the 21st of May.

On May 14, at the end of the day, I received a call from the [redacted] U-haul asking whether I wanted my boxes shipped, and I said "Yes, immediately, I wanted them shipped days ago." When I asked whether they would still arrive by the 24th, the representative said they would arrive on the 21.

On the 21st, I called the [redacted] branch in order to get an estimated time of arrival and was told that my boxes were not there, but they would arrive Wednesday or Thursday (the 22nd or the 23rd). They did not show up.

On the 24th, we phoned the U-haul in [redacted] and they transferred us to U-Box representative after refusing to allow us to speak with a manager. The representative we spoke with, [redacted] said that our boxes were on the road, but if we didn’t see them by 5pm, call back. We called U-haul customer service after receiving an email from the [redacted] U-haul saying that our boxes had just been shipped. We waited on hold for more than an hour before reaching a representative, [redacted] who said he was unable to help us from his position as a customer service representative. On our behalf, [redacted] phoned the [redacted] MPC, [redacted], and spoke with his assistant [redacted]. We were told that our boxes now “may arrive on the 29th” and that they were well within the terms of the contract. [redacted] then said there was no problem and he refused to help us. [redacted] then phoned us and said that he would attempt to get the boxes here earlier than the 29th, and he reimbursed us for storage costs (which we did not authorize to begin with) and partial shipping cost. Pat said that he would contact us shortly to let us know the ETA of our boxes, and that's where we are now. He said the problem was that the first shipping company backed out and they needed to find a replacement, but I was not told this at any time.

We were actively lied to by literally every person we talked to, and to make matters worse, my home office is in those storage boxes (which I was assured multiple times would arrive on the 24th and was told multiple times that they were in transit), which makes it difficult for me to work.Desired Settlement: I would like a refund for the full cost of my move, per the U-haul receipt, minus the charges for the pick-up truck rental (which was completed without incident), and the amount already re-imbursed.

Business

Response:

May 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted] followed up on the information Ms[redacted]provided. He spoke to Ms[redacted]and advised her of a refund for $643 as an adjustment. As we value Ms[redacted]as a customer, Mr. [redacted] also 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 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: I needed to rent a U-haul rental truck to move on August 14-15. I contacted U-haul through their national reservation number via their main website. I called about a month prior, roughly July 15th. I inquired that I needed a 10 foot truck to be picked up on August 13th and returned August 16th from the U-haul Moving and Storage [redacted] location at 22 Atlas Court Madison, WI 53714. I deliberately stipulated that I needed the truck 3 days in order to move. All of my demands were politely met, and I was told I would have a 10 foot truck for 3 days to be picked up and dropped off at the U-haul Moving and Storage [redacted]. I was rather paranoid about not getting the truck for 3 days, otherwise my move would be impossible. The salesperson assured me that I would have the truck for 3 days at about $20 a day with a $2 environmental fee, plus gas and mileage. Everything being done, I was guaranteed a truck for 3 days at roughly $62 at time of acquisition.

I arrived at U-haul moving and storage on the morning of August, 13th to pick up my truck and was received to their counter by [redacted]. [redacted] asked for my reservation number, which I gave him and he said that they had my truck. He then told me that I was picking up the truck at 10:00 am and it would be due for return by 6:00 the next day. I said that that could not be true, as I had a reservation for 3 days. He then replied, "well, I only have you in for a 24 hour reservation on the computer, so what are you going to do?". I was immediately taken aback and said there must be some mistake and if there were any 3 day trucks available. I was told "no, unless you want to explain to five other people why they could not get their truck". [redacted] then stated that"its college moving time in Madison so all trucks are taken". Besides, this extremely poor customer service, I was now feeling trapped because I needed a truck to move. I needed a truck for 3 days, otherwise all of my belongings would be on the street. I asked if there was anyway he could get a truck for 3 days to which I was flatly told, "You only get this truck for 24 hours, so you can take it or leave it".

Believably so, I was pretty upset at this moment, and told [redacted] that I would think about it and stepped outside. Once outside, I called U-haul's national number and explained to them my situation. I was first directed to customer service, then to scheduling, where upon I was immediately hung-up on. I called back and eventually talked to [redacted]. After explaining my situation to [redacted]. She looked up my reservation in her system and said that my reservation was for only 24 hours, but that there was a note for it to be three days. I was not told this upon making my reservation, and it was not in any information that I received. She said that she would try to get me a truck, and I thanked her. [redacted] then said that I could get a "one-way" truck instead of a 24 hour truck. She then said I could have a 10 foot truck for 3 days for $160. I told her that this was unacceptable, as I was initially told that it would be for around $60. I told [redacted] that I felt lied to and was now being forced to almost triple my purchase. [redacted] replied saying that it would actually be $180 and they had already taken off $20. This still did not sit well with me. I expressed that I was falsely promised a rental only to be up-sold by almost triple the price. I told her that I felt that this was a bait and switch! She then spoke to her supervisor who said they could give me a truck for $100 and 30 free miles. I still felt inclined to ask for the original price, but eventually gave in. I was under duress because I needed to move and was forced to purchase the rental vehicle at almost double the initial price.

[redacted] said I could pick up my new $100 rental at the U-haul Moving and Storage [redacted] at [redacted]. This entire time I was on the phone, I had been sitting in the parking lot of U-haul Moving and Storage [redacted]. No rental truck had entered the entire time I was there. So, either a truck magically appeared, or [redacted] lied to me! [redacted] said no more trucks were available for 3 days, and there was nothing he could do. However, when I step outside for 20 minutes, a truck becomes available all of a sudden. Upon re-entering the store and telling [redacted] my new reservation, he looks it up and finds that I need a truck for 3 days at $100 with 30 miles included. He says ok and goes to get the keys. Obviously, I had been lied to again. While [redacted] was getting the keys, I say "do you mind if I ask a question that may sound accusatorial, but how come you said no trucks were available for 3 days, I step outside for a 20 minute phone call, and all of a sudden a truck appears for 3 days?". [redacted] simply replied, "I don't know, I just sit behind the counter and do what the computer tells me to do". I found this level of customer service to be absolutely unacceptable.

At the end of my three days, I returned the truck with a full taken of gas, no damage, and in the exact same conditions as I acquired it in. I had no issues upon returning the vehicle from any of the staff.

All in all, I was repeatedly lied to by U-haul, especially by the U-haul Moving and Storage [redacted]. My initial promises for a rental were denied and ignored. No effort was put in to try to help me with my purchase or dilemma. In fact, I was told that it was effectively my problem and they could not help at all. Besides, the abysmal customer service, I was repeatedly guided under false and mis-information, provided with false promises, and directly lied to. I was forced in to a more expensive purchase as a result of my moving situation at the knowledge of the seller. I believe my unfortunate circumstances would qualify as a bait and switch, of which I could not avoid.Desired Settlement: I would greatly appreciate a full refund. The customer service was so poor and my situation was handled so poorly, that I believe all my money should be return.

Business

Response:

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

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

Hello Mr. [redacted]; I am emailing you today regarding the objection that you filed about your recent rental from our [redacted] U-Haul Center. My Marketing Company President and myself have review this and it was decided that there will not be any refund offered to you. I have pulled up your original reservation (see attached) and the truck was only reserved for 24hrs as you can see from the highlighted areas. Notes were entered into your reservation about needing it for 3 days was not entered until 8/13 when [redacted] convereted it to accomodate your needs. The reason why the rent was increase is because we have 2 different fleets of equipment, equipment that is for intown rentals only and equipment that is for oneway rentals only. You reservation was for an intown rental, which yes it would of been $19.95 per day but once you had it converted over to our oneway rental fleet then the rate changes. The rental rate for a rental like yours for 3 days is rated at $180 but we discounted the rate to $100.00, discount of $80. We understand your frustration, we sincerely do, as moving is very stressful for everyone. The middle of Aug is Madisons student move in/out and college move in and for that period we restrict all our intown rentals to no more than an 8hr period so we are able to serve as many customers that are in need of our equipment. In regards to the employee that you were speaking to, this situation was addressed directly to him and the employee now know how to properly address a situation like yours in the future. We apologize for any undue stress this may of caused you but as we stated we will not be issuing any refund regarding this rental. We do thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and products. Thank you, [redacted] Executive Assistant U-Haul Co of SW [redacted] and [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:

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. Although I'm still unhappy with how my situation was handled, I want to thank you for looking into the matter. In the future, I believe better communication between all parties would provide a much more friendlier and helpful experience. In terms of my complaint, I will consider it resolved, but I hope to see changes in how your company handles customer issues in the future.Again, thank you for inquiring into my problem and addressing it forthright.

Regards,

Review: I wanted to rent a trailer from U-Haul. My car has towing assembly, but does not have the ball connector. When I came to U-Haul I told them that I don't have the connector, they replied "No problem, we will take care of it", so I assumed installing a connector is a part of rental service. The mechanic came and installed the connector. I was chatting with him casually when something in his words gave me a hint, that this connector might be for an extra charge. Whento use for any serious towing. I decided to go to nearest auto parts store to see if they have something specifically made for my car. When I told the mechanic that I would like to do so, he got pissed off, told me that he was going to cha I asked him directly it turned out that U-Hail does not rent connectors, but sell them. Making things worse, the connector they installed was not designed for my car so it was protruding behind it for 1.5'', which would make it impossible rge me for the labor (5 minutes of inserting the connector into assembly!) if I'm not going to buy this connector. I refused to pay for anything, then he escorted me to the cashier and requested them to return my credit card because I was not going to rent anything (which wasn't true!). Basically, I was forced out of the store.Summarizing the problem:1) I wasn't notified about the cost of the connector they were going to install and wasn't told that I would have to pay for it2) Their mechanic insulted me for quite innocent request and forced me out of the store.Desired Settlement: I ended up renting a truck from a different location (they didn't have trailers). I would like U-Haul to compensate my expenses.

Business

Response:

July 6, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Bay, followed up on the information Mr. [redacted]provided. She informed our office the two mechanics at the Dublin location do not remember the incident, therefore, Ms. [redacted] sent Mr. [redacted]an email requesting additional information in order to research the situation further.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I was contacted by Uhaul employees from this location and they offered me a compensation to settle the case. Unfortunately, this compensation never reached me. I suspect that the intention was to promise something, make an impression that the case is resolved, but don't do anything else. Very disappointing....

Business

Response:

August 20, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Bay, reviewed the information Mr. [redacted]provided with our GM, [redacted], of our U-Haul Center involved. Mr. [redacted] relayed that he used his better judgment in trying to accommodate Mr. [redacted]and offered to make an expense refund in the amount of $50.00. Mr. [redacted] asked Mr. [redacted]if he wanted the credit applied to him or his friend that actually paid for the rental. Mr. [redacted]asked that it be refunded to his friend.

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: 4/1: my mom called me because her credit card was charged for my bill. She did, apprx 6 months prior to this occurrence, make a one time payment for my storage unit. She herself, and I had verified during her making the payment process that her info was not going to be kept on file- she was concerned about the privacy and use of her card she was giving over the phone We were comforted knowing that they "cannot do this." As soon as my mom called me I turned around and called the Uhaul location, which is damn near impossible to actually reach- but after having to call many times in a row just to get someone to answer the phone. I was able to speak to a manager and he proceeded to tell me that any card information that is ever provided to them the will be kept on file and they have the ability to charge your selection of cards to secure payment. And was not even professional about the issue. I expressed concerns over these practices and asked how they are able to operate in a fashion which they charge debit and credit cards without authorization, but as stated, there was no compassion or concern demonstrated from the Manager "[redacted]." The refund was credited back to my mother's account, however this temporarily put her in a bind when she had absolutely nothing to do with it. After having gone through all of this I requested that all of the information on file be taken off and the auto pay shut down to avoid any future complications with their system.A round 5/10 I received a phone call from the Uhaul location. I advised the caller (female) that I had spoken to other associates at the location om multiple occasions, and that I was aware of the fines, but advised I am in a rut and hopefully will be getting things in order She asked "If I wanted to go ahead and take care of it with one of the cards on file?" To which I replied no.Today, 5/16, I woke up to find out my debit card was charged... Same story, different card.Desired Settlement: Not sure what is applicable but this has been beyond stressful to deal with and I don't see how this company could encourage unethical behavior, as well as promote illegal credit processing.. I Did not go to law school or anything even close, but I am pretty sure this falls under the category of credit card fraud.

Business

Response:

May 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref.#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information [redacted] provided. He informed our office, after researching her storage account, he found that a former employee placed the credit card on file on auto-pay, which triggered the charges to the card. He did confirm the charge was reversed by our current GM. [redacted] assured our office there was no malicious intent conducted with [redacted]’s storage account. Their only intent was to keep her storage account current. He also stated there are no credit cards on file any longer. He asked that we relay his apology for the inconvenience we caused. [redacted] mentioned that [redacted] moved into her storage unit in September 2012. Since October 2012 there have been frequent calls made to [redacted] to obtain payment for her unit. The account has a history of delinquency. As recently as May 16th, our GM did reverse the charge applied to the credit card, however, her account is in delinquent status again.

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,

Though the charge has been reversed, it does not make it okay for this company to carelessly obtain and utilize as they wish credit card information. The fact that my account has been delinquent has no bearing on the fact that they are using credit cards to make charges they are not authorized to use. Though they agreed to reverse applicable charges there still remains a concern that this company stores and uses credit cards in a way they are not authorized to do so. This takes care of me for this SECOND occasion, but what is stopping this negligent company from doing this to me again or to others. Now I am even further from catching up on my bills as a week later I still have not yet received this "credit" from the company. Honesty and ethics can hardly be found in business these days. The store was not even professional or courteous regarding these occurances on BOTH occasions. Not to mention the inability to reach the store when I need to. Phone calls are automatically forwarded to work at home customer service agents, which utilize a messaging system which does not work, and the on more than one occasion when trying to make changes or even payments for my account, such was not accomplished though I was given verbal confirmation that they have completed what was requested. Someone needs to investigate this company further into their business practices, not just request a refund for me on this one occasion. How are these practices okay?

Review: I first called this company on a Monday to ask about renting a 6x12 cargo trailer and was told there was one available for rent. I explained that I would be there Saturday morning to pick it up. When I went in Saturday morning they helped the person that walked in after me first. When they got to me they told me that if I had not reserved it that it would be a problem. I explained I had called and no one told me I had to reserve it. I later went back and rented a 17' truck. I was charged $212.80 which is ridiculous. I was told this was just a hold. WHen I returned the truck I got a call the following day at 1:02pm telling me that if I was not there before 1:30 they would charge me extra because the gas was not filled up exactly to 1/4 a tank. By the time I got the message my card had already been charged. COme to find out they charged me two days of rent and two days of insurance. I had to call corporate to find that out. They stated they would refund me that portion but that they couldn't help with the gas charge because it wasn't exactly at 1/4. Who rents a truck at 1/4 a tank. It should be full and it should be returned on full, otherwise it is hard to get it exactly to where it was when you picked it up. I put $15.00 back in right before returning and I only drove it 80 miles. I am absolutely shocked at the rudeness and lack of customer service this company provided. I will never go back and will tell everyone else not to use them. I do not appreciate threats or being treated like a thief. Something needs to be done. I would have been more than happy to come drop off more gas had I been given more than 28 minutes to bring it and I assure you it had to of been very little gas that was owed. I would love to see that receipt.Desired Settlement: $30.00 refund

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $30 back to the [redacted] account listed on the rental contract. 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,[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: Hello my name is [redacted] on 5/24/15 I attempted to pick up a pickup truck that I reversed at the uhaul moving and storage at [redacted] Cleveland Ohio location then I was notified that I was on E-Alert so they printed me a peice of paper that said call this number so I called and the lady on the phone said I couldn't rent because I was associated with a family member that owed money how I'm responsible for another persons billDesired Settlement: My name removed from e-alert, an apologie and a $100 gift certificate for embarrassment

Business

Response:

June 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] concerns to our office.

Both [redacted], our Executive Assistant for our Cleveland Regional Office, and [redacted], our GM for our U-Haul Moving and Storage at Clark Ave., followed up on the information Mr. [redacted] provided. When Mr. [redacted] attempted to rent a U-Haul truck, we found there was a match on the information he provided with a [redacted], who is currently on E-Alert for non-payment of several contracts. Mr. [redacted] is associated with [redacted], Inc and owes over $600 in unpaid rental fees. Because of the match, Mr. [redacted] has now been linked to the E-Alert file we have on Mr. [redacted] and [redacted], Inc. Please be advised we are not holding Mr. [redacted] liable for the debt, however, until the debt is paid in full, he will not be able to rent from U-Haul.

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.What information matched i'll fax a copy my driver's license to prove the information doesn't matchsounds to me that you said you not holding me liable but not being able to rent sounds like you arei just want my name removed so I can rent and a $100 uhaul gift card

Regards,

Business

Response:

June 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] additional comments to our office.

[redacted], our Executive Assistant for our Cleveland Regional Office, reviewed Mr. [redacted] comments and sent him the following email in response:

Dear Mr. [redacted] Do to your association with Mr. [redacted], and [redacted], U-Haul of Cleveland will continue to deny you services until the outstanding balance paid. In your past transaction the use of his email address, home address, corporate account number and phone number have placed you on our Ealert system. I have contacted our Corporate accounts office in Phoenix and was also informed that they also have several contract(s) that are outstanding. Please accept our sincere apologies, but until the outstanding balance owed is paid, we will continue to deny services. U-Haul of Cleveland

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: This complaint is in regards to a trailer rental and hitch installation that took place for my car in July 2014. I rented the trailer and had a hitch installed to my 2010 Hyundai Elantra to tow it from [redacted], Washington to [redacted], Texas. I made these purchases through the Uhaul location at [redacted], [redacted], WA [redacted].

I moved to [redacted], Texas from [redacted], Washington in August and was going to tow a trailer with my 2010 Hyundai Elantra. Using the Uhaul website’s recommendations based on the make and model of my car ([redacted]://[redacted]) I selected the trailer (5’ x 8’) and then followed the various steps – I would need to have a hitch installed in order to tow the trailer and then reserve the trailer for the needed dates. The hitch was installed for $355.55 on 7/19/2014. I picked up the trailer on Wednesday, 7/30/2014 (paid $699.54), took it to my house, loaded it up and then left for a weekend away. My plan was to come back on Monday, August 4 and leave [redacted] towing the trailer to [redacted] on Wednesday, August 6, 2014. On August 1, 2014, I did some research on Hyundai Elantras and learned from reading the details of my car’s manual that it could only tow 750 lbs, not 1,150 lbs as your website claims (see attached documentation).

As soon as I read through the user’s manual for my car, I called Uhaul’s national office to try to figure out how we could resolve this. The woman on the phone on July 30, 2014 told me that it wasn’t possible that Uhaul would have given incorrect information about hitch loads for a vehicle. That the information was based on what the car could handle. I insisted that the Hyundai user’s manual said otherwise. At my insistence, she told me that she would file a complaint on my behalf and a manager would contact me. About one week later, after I had returned the trailer and explained the situation to the service person in the [redacted] Uhaul shop, I received a call from the manager of that location, [redacted] White. He proceeded to tell me that I was wrong, that he does this for a living and I do not. He was defensive and aggressive. The conversation turned into a screaming match and we were disconnected because I was traveling and lost reception on my phone. All communication with [redacted] since that incident has been electronic (please see attached email correspondence).

Uhaul has taken zero responsibility for ANY wrong doing in this situation which I find unprofessional and an affront to me as a customer. My car would have likely been destroyed if I had taken the word of your company’s website on what it was capable of towing. Not only did [redacted] take zero responsibility but everyone I have spoken with at Headquarters has also denied any wrong-doing. This is disappointing, to say the least. I paid a total of $1,055.09 to Uhaul for the installation of the hitch and the trailer that I never used. I received a check from [redacted] for $537.87 for the days that I was charged for the trailer rental but nothing else. That is not enough. I believe that I deserve a full refund of the actual costs but this will not account for time and energy I devoted to amicably resolving this problem.

The purchases that I made from Uhaul were based on recommendations given by the Uhaul website and Uhaul employees which stated that my car was capable of towing more than the maximum weight allowed by the manufacturer. I have not received the balance of what I am due, $517.22, and have spent countless hours attempting to get this resolved. I have received nothing but grief and denial of responsibility from every single employee I have spoken with. I am appalled that a national company that has been in business for so long, would treat a customer this way.Desired Settlement: I would like Uhaul to change the maximum allowed tow weight for 2010 Hyunadai Elantras on their website and refund me the remaining $517.22.

Business

Response:

February 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Ms. [redacted] relayed she did not have the hitch removed before she left for Texas because she did not have time and was also not happy with the fact Ms. [redacted] did not give her the rental for free. After Ms. [redacted] hung up, Ms. [redacted] called back and left a message explaining she would issue her a refund for the hitch, the hitch ball and converter plus tax for a total of $215.23 in addition to the refund for $537.84 that was already refunded.

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.Thank you for responding to my concern regarding the hitch installation and rental of the trailer. Yes, I was disappointed that Uhaul did not give me a complete refund as I would not have rented the trailer in the first place had the Uhaul website not provided miss-information about the towing capacity of a 2010 Hyundai Elantra (please see documentation that I have provided to Uhaul from the Hyundai owner's manual about the maximum allowed tow weight). The $537.84 that was refunded should not be brought into this discussion at all as it was refunded to me for the days that I did not use the trailer and the mileage difference because it was not taken to Texas. It had nothing to do with the dispute about the trailer rental or the hitch installation. Regarding the $215.23 promised to me by [redacted]. I have a recording of her, on my phone, saying that she would like to give me this money as a showing of good faith in an effort to maintain me as a customer (no mention at all of needing to have the hitch and ball removed). I responded to [redacted]'s message during the week of March 2nd and confirmed that I would accept it. She returned my call with an email stating that she would give me back $100. When I responded asking why she was changing the amount she told me it had been too long. She also stated that I was trying to get something for free and that she would not allow that. She asked me to explain, again, why I thought I deserved to get this money back. I told her I was not willing to explain this for a third time (we went over this on 8/25/2014 and 2/11/2015). She raised her voice at me and I told her I would not tolerate this treatment and that I was going to hang up. I have not spoken to her or corresponded with her since then. The Revdex.com representative handling this case informed me that [redacted] claims that when she originally offered the $215.23 that she said I would need to return the hitch. That is absolutely not true. I have a recording of her saying it was a return in good faith. Uhaul has been inconsistent and incredibly unprofessional in this matter. It is very frustrating that the story about what will be given to me changes every time I speak with the company. I expect the $215.23 to be returned to me without me having to return the hitch as this was the agreement.

Regards,

Business

Response:

April 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Seattle Regional Office, reviewed the current comments from Ms. [redacted]. She relayed to our office that it has been communicated to Ms. [redacted] several times that she needs to return the hitch, hitch ball and converter before the refund can be issued. She was told she could even return these items to a U-Haul location in Texas. Only after this is done will the refund for $215.23 be issued. Ms. [redacted] mentioned that Ms. [redacted] cannot keep the hitch and receive a refund too. It must be removed and returned for the refund.

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 10/4/2013 I rented a uhaul truck, I spent that night packing up my things, and loading them onto the truck. I left about 6 AM on 10/5/2013, I left at this time because I had a client who wanted some work done, but I needed to meet with him at 8pm. With my move being a ten hour trip, I figured leave at six, and even If I run into traffic, I can still make my meeting..... about 7 hours into the trip, the "Check brake light" came on. At this time, I tested the brakes, they did not work properly... the only action I could get out of them was by mashing as hard as I could on the brake pedal, and then it was barely any friction at all. As I was learning this, a grey sedan cut me off, and I had to merge to the right lane quicky, as I almost rear-ended the sedan. I managed to slow to 30 mph, and took the next exit. I stopped at a creepy looking gas station, and called the roadside assistance number right away. It took 30 minutes for the service tech to come out, he made some calls, and told me uhaul was trying to find a truck. I ended up sitting in my uhaul, for FIVE hours. Finally uhaul managed to find a truck 30 miles down the road. In this time no one even bothered to offer me food/drink. Once we got to the new uhaul, I had to move my stuff myself. The tech dropped the truck and made sure the guy at the sunco gas station knew what was going on, and left, the guy made sure I had the right paperwork... when I asked for a hand, he told me he told me he had to get back inside the store. I asked about the gas, as the first truck had over 1/2 tank of gas and the new one had less than 1/4 a tank.. I was told uhaul would reimberse me for it.

I made it to Maryland at about 9, at which my client told me not to bother, since I couldn't meet up with him when I told him I would, It was unacceptable for me to be over three hours late. (I told him at this point what my GPS told me, it would take another 2 hours to get to DE)

I made it to DE

upon talking to uhaul they would only give me 150 refunded to my card, and 100 in store credit... I just moved, I told them the 100 was worth nothing to me. As I moved up the chain of people, I was told people would call me in 48 hours, No one called me, they told me this twice, finally we called the corporate office and the woman there told us she would do nothing more than turn the 100 in store credit into 50 dollars cash. 200 dollars total. I was out 383 for the truck, and 61 dollars for the gas. I wanted a full refund for the truck, since Im now having nightmares about killing someone by rear-ending them, Im out the 800 for missed wages. Im not asking them for alot, and they will NOT give it to me.Desired Settlement: I am asking for the 383 for the truck to be refunded. Nothing more.

Business

Response:

October 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Manager for Customer Service of U-Haul International, followed up on the information Mr. [redacted] provided. She explained she spoke to Mr. [redacted] and his brother. She relayed he received a replacement vehicle within 6 hours and was still able to complete his move and arrive on time. She offered to issue a supplemental refund for $50, which would make a total refund for more than 50% of the rental in addition to the $100 VIP Certificate we sent to his email address. Mr. [redacted] mentioned he would be seeking legal counsel. Although Ms. [redacted] was hoping to reach an amicable resolution, she stated a full refund was not warranted.

In the interest of customer good faith, we did issue the supplement refund for $50 as mentioned above. The refunds for $250 should post on Mr. [redacted]’s next [redacted] account. We hope he will take advantage of the Certificate we sent him. 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 feel the Certificate can be of great value to Mr. [redacted] and is valid for 2 years.

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 given 150 on my card, not the 250, as stated in your reply. I am looking for 383 to settle this complaint.

Regards,

Business

Response:

October 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 489240

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

As I had advised your office via email the same day I posted my response for Mr. [redacted], I erred in providing you with the wrong amount of refund that was issued. The correct amount refunded was $200, not $250. I apologize for my error.

I confirmed both credits did process for $150 issued on October 12th and $50 issued on October 19th back to Mr. [redacted]’s [redacted] account ending in 5588. His concerns have been reviewed on more than one occasion and the supplemental $50 issued on October 19th was our final resolution due to the fact we feel a fair adjustment has been made in this situation. As I relayed in my previous letter, I hope he will take advantage of the $100 VIP Certificate we sent him. We feel it can be of great benefit to him and is valid for two years.

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.

Should I provide documentation of the money Im out due to waiting 6 hours for the truck? I attached an image of the brake line just hanging down.... with that being broken like that, Ive had nightmares that I hit a car and kill someone, I have not slept right in weeks.

Regards,

Review: While helping [redacted]. move from [redacted] In, contract # [redacted], the company requested a payment of $100.00. I offered my credit card for this payment but it was "declined" (do not know why as the card was good) and the firm stated the payment could be made in cash. The $100.00 was paid in cash but the firm then returned the money saying it was not needed. I was assured my card was not and would not be charged.On or about 8 Sept 2014 my card was charged $213 +- for " additional mileage and gas". I contacted the company and after being shuffled to two different regional managers was assured the charges would be reversed and my money refunded. This was done and I was told the account was being turned over to collections and the appropriate party would be charged. I was told since I was not on the contract and had signed nothing I should never have charged according to company policy. The charges were reversed and my card credited.On 6 Oct 2014 I was checking my credit card balance (I had made an extra payment due to the first fraudulent charge) and found my card had again been charged by UHaul, this time for $182.92. When contacted the company explained that the account was turned over to collections and a promissory note signed (not by me) but for some reason they had again charged my card. They again promised to return the funds and this time flag my card as not to be charged for any rentals/charges. I do not understand this since I am not on any contract and have signed nothing with this firm but seem to be only a convenient number to charge.Desired Settlement: I would like the charges to my card reversed immediately and that no further attempts to charge my card be attempted.

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and spoke to him regarding the charges. Our Collections Department was notified to credit back the two charges for $30.49 and $182.93 back to Mr. [redacted]’ credit card and generate a Promissory Note in the name of the lessee listed on the rental contract.

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