J.R.J. Tara Corporation

Review: I rented the truck for moving purposes and I was called and told that if I didnt turn it in by 3:45pm I would have to pay for a second day so I agreed to the second day and then she told me bring it back at night and drop off truck there is a drop box for the truck key. I get there and there's no drop box so I left the truck so that I wouldnt add more milage but I dropped off the key the next day which cost me more gas and milage on my personal vehicle and they tried to also charge me for an additional day for a total of three days first one at 138.00est. and the second and third day for 115.00est I paid the 138 and I dont feel I should be charge for the third day I did agree to pay for the second day but due to no drop box it cost me more money and time to bring the key back and I should be credited at least a portion for that second day.Desired Settlement: No charge for the third day and a partial charge for the second day.

Business

Response:

July 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-haul Company of Los Angeles West, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] relayed that Ms. [redacted] rented the U-Haul truck on July 14th at 2:44 PM and returned on July 15th at 9:00 PM, which made her 1 day late. Ms. [redacted] states there was no night drop so returned the next day but not until 8:00 PM. Our dealer did try and charge for the 2 extra days but the credit card was declined. Ms. [redacted] happened to be at the U-Haul location working with a new employee and relayed that they reversed the charge and only charged for the 1 extra day. Ms. [redacted] provided Ms. [redacted] with her telephone number and stated she would consider a refund for the Safemove Protection fee based on the information she received regarding phone calls made to her from our dealer, but that Ms. [redacted] was responsible for the 1 extra day charges.

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. Although there are some minor discrepencies such as no number was ever given to me and neither was there a refund discussed but its over I paid for the extra day insurance and all and have not heard from them since so good riddens and I will not use their company again and I will also tell all of my 5000 friends on facebook and twitter to not deal with UHAUL also to go elsewhere for better customer service.

Regards,

Review: Incorrect mileage typed in the rental agreement. The agreement was signed in the store, before seeing the vehicle. The vehicle was dropped off at the night drop with a note on the agreement that the mileage was incorrect. No contact from uhaul, instead they just overcharged by going off of the mileage that was wrongly typed in the agreement. Attempted to speak with them about this. Two agents hung up on me, the third finally put in a reimbursement request. Received a call from the local store manager stating we signed the agreement showing the mileage and that there is no way they could have mistyped the number. Refused to show records from previous rentals. Ended up being charged twice what we originally expected because of this ordeal, with no way to dispute it.Desired Settlement: New rental agreement acknowledging correct mileage then refund of overcharges.

Business

Response:

April 20, 2015

Revdex.com ID#: 10579076

U-Haul Ref#: 808763

Thank you for your concern for our customers Timothy Reine and Eszter Guraly, whose name is on the rental agreement.

[redacted], our Field Manager for our Southern Louisiana Regional Office, followed up on the information Mr. Reine provided. He informed our office he attempted to speak to Mr. Reine or Ms. Guraly but reached their voice mail. He left a message, which included his apology for the inconvenience they experienced. As we value Ms. Guraly and Mr. Reine as customers, Mr. [redacted] sent them 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: needed to move -arranged equipment rental from U Haul-they select the alleged Proper equipment for towing my specific vehicle-after seeing my vehicle. The car transport equipment THEY selected was Not the proper size for my vehicle. My vehicle was damaged on the left front as apparently the Tow device was not wide enough. We took the tow item back to U Haul-showing them the damage caused by improper trailer-we we given (at no additional cost) the Proper equipment that fit the vehicle. I filed a claim with U HAul claims in Phoenix ([redacted])-provided then the requested color photos of damage, copy of my registration,estimates and copies of the original UHaul contracts. My claim has been denied on the basis that "our info shows that the original tow equip was correct)-Obviously It Was Not or I would not have over $500 damage to my car. I have also talked with my credit card co. Capital One-they referred me to you stating that I had a valid complaint and they would help in any way the could.Desired Settlement: To refund all charges since they denied the claim and I have to pay over $500 for my vehicle repair that was a result of their lack of selection of the proper equipment. If they will not pay for the damage that was their lack of knowledge and/or measuring my vehicle to make sure it would fit-I feel that they need to at least refund the charges.

Business

Response:

December 7, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West Sacramento, followed up on the information Ms. [redacted] provided. She informed our office that RepWest insurance Company determined that the tow dolly was indeed proper equipment for their 2003 Ford Taurus and sent Mr. [redacted] a letter on their conclusion. They were given an auto-transport to tow behind the 14-foot U-Haul truck and completed their move. Ms. [redacted] relayed that a refund is not warranted and would not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

We did Not pick out the tow dolly-Their website/people apparently predetermined that the original dolly was "correct" for my car-we had no way of knowing it was not until we attempted to put the car on said dolly. There was NO WAY we could have gotten the car safely and without further damage onto the dolly much less tow the car 500 miles!! In order to rent the dolly it was required that we take the car for them to see-we did.

We were forced to go back to U Haul-upset needless to say-and show them the damage caused by their not having provided to proper equipment. They then provided a different car transport that was correct & we made the trip-WITH THE CORRECT TOW UNIT. Either a full refund or PAY FOR THE MONEY IT COST ME TO REPAIR MY CAR.

Business

Response:

December 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West Sacramento, reviewed the information Ms. [redacted] provided. She relayed that our Hookup Book determines the viability of each vehicle, year, make and model, with the correct U-Haul equipment that can be dispatched safely. RepWest Insurance Company confirmed the tow-dolly was a good match with their 2003 Ford Taurus. They also determined a refund or adjustment on the rental was not warranted. Ms. [redacted] reiterated Mr. and Ms. [redacted] completed their move and their decision not to make a refund remains the same.

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.

Regards,

I did my own research on this matter-as U Haul apparently Did Not/Nor wants to-I found the following: There are 13 available models for the 2003 Ford Taurus-Mine is the SES 4dr Sedan-No modifications-the specs show my wheelbase is 108.5". The original Tow Dolly that caused my damage , according to their own website states that this dolly is for autos w/width of 72" & MAY NOT exceed 75"-now I see the problem. We returned this dolly after it damaged my car & we were then given the Correct Equipment- the AUTO TRANSPORT which is for vehicles over 75" wheelbase- with the max being 133"-which enabled us to make the trip.

U Haul needs to DO SOME FURTHER RESEARCH SO THIS DOESN'T HAPPEN TO THE NEXT UNSUSPECTING CUSTOMER. I Need reimbursement for the damages-PERIOD!!

On 6/26/13, I reserved a 26 foot Uhaul truck for pick up on 7/13 and drop off on 7/15/13. The reservationist stated I would be able to pick up the truck in Winona, MN. I was told I would receive a phone call on 7/12/13 with a time to pick up the truck in Winona, MN. On 7/11/13, Uhaul contacted by phone indicating I could no longer pick up the truck in Winona, MN. I now had to drive 35 miles to pick up the truck in Wabasha, MN. I was only offered an apology and told that the reservationist never should have told me the truck would be delivered to Winona.

Review: I rented a Uhaul truck to drive from [redacted], Ca to [redacted], Ca. The trucks A/C didn't work and it made the ride uncomfortable for about 6 hours of it. I turned the truck in and told them about the problem; they told me the store I rented it from needed to handle it but they made notes regarding the A/C not working. I called the Uhaul in [redacted] ([redacted] location) and the manager was to call me back. I called corporate the next day to see what I could do and they told me the manager would call me. He called and told me there was nothing he could do because the truck got us from point A to B. He also mentioned since I didn't call roadside assistance there was nothing he could do. I feel I should get a small refund or something off the total price, as a gesture of good faith if anything. The product didn't live up to what is advertised. The features of the truck clearly state that it has A/C (its on their official website). The GM asked if I would have gotten a flat if I would have called roadside assistance, obviously if I would have gotten a flat I would have and don't think the a/c going out and getting a flat are one in the same. I called corp. again and asked for a manager the employee stated he wasn't there and didn't know when he works/schedule. I reached out on twitter and nothing gets resolved; I emailed customer service again and didn't get a reply. I feel this is unprofessional and a company of this size should handles things more professionally.Desired Settlement: I would like some sort of refund for getting a truck that didn't have a working a/c. I was a loyal customer to Uhaul and feel they should treat customers in a better manner.

Business

Response:

February 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Ms. [redacted] was given a $35 discount at the time of rental and then a $25 VIP Certificate because the air conditioner was not blowing cold air. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a refund for $110.32 as a final resolution. The refund should post on her next [redacted] credit card statement.

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 paid $767.57 to rent a 6'x12' trailer for one week of use from U-Haul on February 5th, 2014 in San Jose, CA (Their phone number is ###-###-####). This included a $72.00 fee for coverage should anything happen to the trailer.

On the evening of February 7th we left California for our destination in Missouri. We made it about 2 hours down the road and had to stop at a roadside rest area. We lost all of the parking/running lights on the trailer and truck. We slept o[redacted]ight in the truck with two children as we could not drive anywhere without lights and we were out of range from any area with a hotel.

On the morning of February 8th, we called our roadside assistance through our [redacted] Membership. They sent a tow truck out to take us to the nearest mechanic shop to figure out what the issue may be. Our coverage however only covered towing the truck and not the trailer. They instructed us that if U-Haul would agree that the trailer was at fault, they could get permission to tow the trailer as well at no expense to us. We then called U-Haul roadside assistance and spoke to a representative named [redacted] (###-###-####). [redacted] informed me over the phone that he was certain the problem was with our truck. He instructed me to find the nearest [redacted] and put a higher amp fuse in to carry the load the trailer was putting on the truck. This was not a smart solution, so we had no choice at this point than to take advantage of as much daylight as we could and drive as far as we could before evening. We made it to Barstow, CA where we had to rent a hotel room for the night. This was an unnecessary expense of $106.88 caused from no lights on the U-Haul trailer and no assistance from U-Haul's roadside assistance. On Sunday, February 9th we got an early start so as to take advantage of as much daylight as we could once again. We took on yet another unnecessary expense for lunch in Bakersfield, CA for $25.17. This and all of the other charges mentioned are unnecessary expenses because we had enough food and money to make the trip driving straight through with no stops planned. My wife had to be back at work on Monday, February 10th to keep her job from being in jeopardy as we had been gone two weeks already due to the death of my father and issues with the coroner's office which lengthened our stay already longer than planned. At this point with no ability to drive during the night and no productive assistance from U-Haul, that was obviously not going to happen. Our next move was to map a U-Haul location that we could make it to during daylight hours. We made it to a location in Flagstaff, AZ only to be told they could not help us either. Our option was to call U-Haul's roadside assistance again who then called a mechanic out to the location. The mechanic's fee for showing up was $87.50. He was unable to determine the cause from our location and offered to look at it at their shop which would not be open again until the next day, Monday. This was in no way going to work if my wife was going to make it to work which was already going to be later than Monday as expected at this point. They offered us the option to open the shop and diagnose the truck/trailer for the expense of $100/hr. We had no other option but to take this expense on. They were able to see that my headlight switch was burned up as well as a terminal in the headlight harness was melting. They said they could replace the headlight switch which would be $60.00, but were unable to replace the wiring harness until at least Monday if they were able to find the part without ordering. We had no option but to fix what we could and keep going. This was a total unnecessary expense of $310.00 ($87.50 to come to location, $60.00 headlight switch, $162.50 labor @$100/hr). The lights were fixed and we were on our way again by Sunday evening having to stop for dinner in Flagstaff for an expense of $15.36. We did pretty good from this point until we reached Oklahoma on Monday evening where we lost lights again. Since I was aware of where the problem could be, I was able to move the headlight switch around and get the lights to come back on. I could see where it had already started to burn up again. I finally made my destination to Missouri late Monday night. I took the U-Haul trailer to Reliable Chevrolet in Springfield, MO on Wednesday morning to diagnose the problem. After an hour of diagnosing, they were able to verify that there were 3 wires shorting on the wiring harness to the trailer. The trailer was at fault for the blown fuse and wiring issues with headlamp switch and harness. I then took the trailer to be returned to the U-Haul location agreed upon in Springfield, MO. I voiced the issues I had and the horrible traveling experience that I had as a result. They instructed me to call cus[redacted]er service for a resolution to this horrible experience.

February 12th - I spoke to cus[redacted]er service rep named Maryann. She gave me a number to call a manager named [redacted].

February 13th - called [redacted]. He told me I would have to get in contact with Flagstaff, AZ.

February 14th - called Flagstaff. They told me I had to speak to a [redacted] who was in San Jose, CA. I was also told at this point that U-Haul had 72 hours to review my case before they could get back to me.

February 15th- called a bunch of phone numbers including San Jose. Nobody called back.

February 17th - Called cus[redacted]er service again. They directed me to another phone number to call - ###-###-####. Spoke to somebody there who said the lady handling this was in a meeting and would call me back. Nobody called me back.

February 18th - Called cus[redacted]er service again. They instructed me to call Flagstaff, AZ again.

February 19th - Called San Jose, CA and spoke to [redacted]. [redacted] told me this would be resolved by the end of the day.

February 20th - no response from U-Haul.

February 21st - Spoke to [redacted]. [redacted] offered me her email to send documentation in to help speed this along. [redacted] gave me a number to call somebody named [redacted].

Called [redacted], she had no idea what I was talking about. She gave me yet another number to call -somebody in the traffic dept.

I spoke to a man named [redacted], he told me to call [redacted] again and gave me the name of the marketing president - [redacted].

February 22nd- Called [redacted] and discussed documentation to send in.

February 23rd - emailed complaint stated above along with all documentation for expenses including a work order for repairs to my truck from Reliable Chevrolet to [redacted].

February 24th- no response

February 25th - Called to follow up with [redacted] regarding email and documentation. Stated that they were preparing everything for review and somebody should call my by the following day.

The date of this complaint is February 27th. I have not heard from U-Haul.Desired Settlement: At this point, I have experienced the most horrible traveling experience. I've wasted money unnecessarily. I've called what seems to be every U-Haul department across the country over the past two weeks as well as emailed my written complaint and request with no response or resolution. I have had no truck to drive during this time, I would like to add the expense that it's going to cost me to fix my truck so that I can drive it again.

I am requesting a full refund for compensation for the trailer rental, living expenses for food and hotel, expense for mechanic, and reimbursement for the truck repairs that I have yet to do.

These expenses are as follows:

02/05/2014 U-Haul $762.57

02/08/14 Barstow, CA Hotel $106.88

02/08/14 [redacted] $25.17

02/09/2014 FLagstaff, AZ Mechanic:

$87.50 service call

$60.00 Headlight switch

$162.50 labor @$100/hour

02/09/2014 Flagstaff, AZ [redacted] $15.36

Truck Repair:

$148.30 headlamp switch

$138.03 headlamp switch connector

$200 Labor

Total: $1706.31

Business

Response:

March 4, 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 South Bay regional office located in Fremont, CA, followed up on the information Mr. [redacted] provided. She has been in contact with Mr. [redacted] and in receipt of additional paperwork from him in order to reach and offer a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

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.

Hello,

I am writing to request that my claim (#[redacted]) be reopened. My complaint is against U-Haul, Inc. and has not yet been resolved.

I submitted my claim to Revdex.com on February 27th. On March 3rd, I received a call from [redacted] with U-Haul traffic services. She called to give me information about the insurance company that would be handling this request and an insurance claim number. She said an adjuster would contact me. On March 4th, I received an email from [redacted] who is the assigned file handler with [redacted] Insurance Company which files claims on behalf of U-Haul. [redacted] requested the following documentation to be sent in to process the claim:

· Name, address and signed statement of facts by witness(es)

· Two (2) Estimates of damages clearly itemizing repairs and costs

· Copy of vehicle registration or title

· Color photographs which clearly depict and confirm your damages

· Legible copy of the U-Haul rental receipt/contract

All of these items were sent in to [redacted] at [redacted] on March 9th. On March 14th I received a message from [redacted]. I called back and had to leave a message. On March 17th, I spoke with [redacted] about my request. [redacted] stated he would submit the request for the refund we are seeking in the amount of $889.95 (my figures show $890.05, a difference of $.10 that is not really an issue at this point, just want to state the facts) and we would have to wait and see what would be approved. Our request also included the rental agreement fee of $762.57 for a total request of $1652.62 (this has changed slightly from the amount on my Revdex.com complaint due to the 2nd estimate that was given for the repairs was lower than the first). [redacted] informed us that [redacted] is not able to do anything about this refund since it was an agreement with U-Haul and directed us to speak with [redacted] with U-Haul again. I spoke with [redacted] and she directed me to speak with [redacted] in San Jose again. I have already talked to all of these people on more than one occasion since this nightmare began. Nobody seems to be able to solve this issue and continues referring it on to the next guy. I am ready for this to be resolved as soon a possible. This has gone on for far too long.

Thanks,

Business

Response:

March 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay regional office, reviewed the information Mr. [redacted] recent provided. She informed our office she spoke to Mr. [redacted] and advised him that a refund for $889.95 will be issued from [redacted] Insurance Company. She was also able to reach an amicable resolution for 50% of the rental, or $381.25. Ms. [redacted] will email Mr. [redacted] the document 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

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My boyfriend and I booked a 14' truck a month before our move to Calgary Alberta from Vancouver B.C. When we went to pick up the truck, all 6 tires on the vehicle were completely bald, to the point that their cords were showing. We immediately told the UHaul representative that we would not sign for nor would we drive that vehicle off the lot until the tires were changed. He did not help us, he just went and helped another customer. I called a number of different uhaul numbers, including the roadside assistance number on the side of the truck, they told us there was nothing they could do that day, and that there were no other vehicles available. They promised me that they would have someone at the vehicle at 7am the next morning to change the tires, I had asked that since I was not driving the vehicle back to my house, that he could have someone call me when they are at the vehicle to change the tires. At 830 am the next morning, I had recieved no such call. I finally got through to someone else at uhaul, and there was no record of our vehicle needing tires changed, so no one was dispatched. I asked them to dispatch someone, no one was at the vehicle until 11am. I was supposed to have the truck loaded the night previous, and I was supposed to be on the road at 5am that morning. When we got the the vehicle they needed us to move it so they could change the rear tires, when we went to start the vehicle it was dead. We had to jump it twice. The kal tire guy who was changing the tires was shocked at the state of the vehicle, and gave me a work order outlining how terrible the tires were. When we finally got loaded and on the road (a day later), when we went to fill up the vehicle with gas, the gas tank leaked. There is a whole in the top of the gas tank. I called uhaul numerous times to complain about the issues with the truck, they told me to complain when I returned the vehicle. When I returned the vehicle, the guy could take my complaints, I had to phone in.Desired Settlement: I would like 25% of what I paid returned to me. I have recieved terrible customer service from U-Haul, and I have pictures and a work order from Kal-Tire proving that the tires were unsafe to drive around the city, let alone to another province. Uhaul has been unhelpful, and keep passing me around. I lost a lot of money in time, and gas due to the appauling condition of this vehicle. The ride was incredibly rough, because the vehicle also needed a wheel alignment. Kal Tire Work Order [redacted].

Business

Response:

June 26, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of British Columbia, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the difficulties she experienced. In an effort to provide customer good faith, Ms. [redacted] issued a credit for 25% of the rental, or $258.25, back to Ms. [redacted]'s credit card. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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. The business has refunded me 25%, as requested, this compalint is now closed. Thank you for your help.

Regards,

Review: I was overcharged for two trucks rented from this location. One truck was paid for in cash and the dealer actually used my card with authorization. I have been disputing two amounts with my bank 58.37 for the 20ft truck that the deposit was in cash 100.00 and 79.98 which is for the 24ft truck overage. Trucks were rented June 19 and returned June 23rd before the store open. This Uhaul location is a mom and pop store and do not rent their two trucks out often, I feel they are trying to over charge me because business is low. I was unsuccessful in contacting the actual owner. Now I received a collection letter from [redacted] & [redacted] for 264.55 a entire new amount.Client# [redacted]Acct No. [redacted]x

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the balance cleared and to no longer receive collection letter or calls.

Business

Response:

July 30, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but reached her voice mail. A message was left for a return call, but has not been returned. Ms. [redacted] relayed that after reviewing the rental charges, they appear to be correct. Ms. [redacted] paid a $100 cash deposit on the rental and the remainder was put on a Promissory Note, which was charged to her credit card on file by our Collections Department.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

No one from Uhaul has tried to contact me, I check my voicemail daily. Uhaul claims I now owe 264.55(please see collection notice) but before claimed I owed $270.35 (please see bank statement) which $132.00 was paid. I disputed only 138.35. Where is this extra $126.20 coming from? Uhaul needs to stay on top of their locations much better. Also on the truck that was paid in cash I did not secure with a credit card therefore charging to the card is unauthorized and seems unlawful.

Business

Response:

July 31, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she left another message for Ms. [redacted] requesting a call back at [redacted] in order to personally go over her rental charges.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called UHaul to make a reservation today. I was making a reservation for an in-town reservation. When representative answered the phone, they answered the phone with the greeting, "thank you for calling UHaul, home of the right equipment at the lowest price guaranteed. How can I help you?" I made my reservation request and informed them that am other company had a lower price advertised. The representative took my information for the reservation and said he would match the price. The rate I was requesting was [redacted] promotional rate of $22.95 with 59 cents per mile (which is for a 16 foot truck--14.99 for a 10 foot truck), instead of the $29.99 with 79 cents per mile that I am being charged (which is for a 14 foot truck). The system would not allow him to match the price so he requested a managers help. Then the manager told him it was because the price advertised was a promotional rate and not their regular rate so they couldn't match the price. I then asked to speak with a supervisor. I was transferred, however it was not to a supervisor it was to another representative. When requesting to speak with a survivors again, I was once again transferred to anther representative. Tis happened several times. Finally, I starting keeping track of names. I spoke with [redacted] in customer service and [redacted] in reservations. At this point I was hung up on. I called back and spoke with [redacted], who quoted the same greeting that I received in the beginning. He transferred me to [redacted] in customer service, who said I had to speak with a manager in reservations. I was then transferred to [redacted] in reservations who stated that the price matching occurs only for a one-way and not in-town. I went ahead and made the reservations and asked the process to file a formal complaint. I also requested for a copy of my recording, as the hold recording stated I could. She said she understood, said she was the corporate office, and asked if I wanted to speak with a supervisor. I stated yes. She returned to the phone saying I needed to speak to a customer service supervisor and was transferred. I then spoke with [redacted] who finally transferred me to the supervisor [redacted] while [redacted] was still on the phone. I was told that [redacted] was right and not offered any apology or resolution to my frustrations as a customer. I then asked to have a copy of all my recordings sent to me. [redacted], who was on the phone the whole time unbeknownst to me, took the information to send me the recording via e-mail, in 24 hours, she thinks. These phone calls lasted an hour, 4 minutes.Desired Settlement: I would like several things to occur. First, I would like them to revamp their introduction statement to include for one way or more detail to be more accurate in their representation of the company. Secondly, their company should all be versed in their procedures and policies, especially as it pertains to pricing and promotions of the service. Third, a new procedure should be established so that if a customer is calling and wants to speak with a supervisor, the customer does not speak to 10 other people in the process. Thirdly, as a kind gesture I would appreciate them price matching [redacted] promotional rate of $22.95 with 59 cents per mile (which is for a 16 foot truck--14.99 for a 10 foot truck), instead of the $29.99 with 79 cents per mile that I am being charged (which is for a 14 foot truck).

Business

Response:

[redacted]

Thank you for your concern for our customer [redacted]

[redacted], a Customer Service Representative for U-Haul International, followed up on the information [redacted] provided. She contacted [redacted] and offered her apology for the inconvenience she experienced. After discussing her concerns she offered to send [redacted] 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. [redacted] opted to decline the offer.

A copy of the call [redacted] requested was sent to her for her perusal.

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 yet to recieve the recordings that UHaul claims that have been sent. Furthermore, the VIP card was unaccepted due to unsatisfactory guest experience and no desire, nor expectations to use UHaul at a future date. There has been no porsitive experience with UHaul throughout this processes, thus a "gift card" is not a resolution if there is no intent to use UHaul again.

Regards,

Business

Response:

[redacted]

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

[redacted], a Customer Service Manager for U-Haul International, confirmed all the requested calls were sent to [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have had two storage units with this company for 5 years. I have two units, one is due on the 1st of the month and the other is due on the 6th of the month. I went in to pay for both units on 9-5-14 and specifically stated the payment being made was for both units for the month of September. Thepayment was taken by the store manager, [redacted]. I paid $187.65 on September 5th and have the receipt. On Saturday, September 13th I recevied a late notice for the unit that is due on the 6th of the month which I had already paid for on the 5th. I immediately went to the UHaul store and spoke with the manager, [redacted] and explaied that I was in on 9-5 and made the payment for both units on 9-5 and that should have made me current without another payment being due until 10-1. This manager told me that I had to make another payment on this unit! He was rude, obnoxious and beligerat to me and would not listen or look at the receipt that I had with me. He continued to tell me that I needed to pay my bills on time and that it was not his problem that the unit due on the 6th came up again for payment. I exlained several times, both of us raising our voices that the unit was paid on 9-5 and it should not be showing due again until October. He refused to listen telling me he went by the computer and that the computer did not lie. I ended up leavng the store without the issue being resolved.Desired Settlement: I would like the payment that I made on 9-5 to be credited correctly to my account! This is not the first time they have managed to mess the payment up. At this time, it appears that they are trying to double bill me for a storage unit, making me pay for three units instead of the two I have. I would like the payment credited appropriately and correctly to my account and all late fees and any lien fees taken off. I would also like an apology from the manager. I feel he needs more training to be able to work with the public and specific training on how to correctly credit customer accounts.

Business

Response:

September 23, 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 Eastern New York Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And I would like to sincerely apologize for the inconveniences. I have reviewed your account at the Rome, NY location, and have attached a copy of your payment ledger for the account. Items highlighted in yellow are late fees that have been waived, amounts written off, and VIP Certificates used towards your rental. To date, these discounts come to $1005.30. I do apologize for any inconveniences, however, we will no longer offer any discounts in any way, shape or form. As such, your three options are a) make the appropriate payments on time, b) make the appropriate Payments plus any applicable late or lien fees, or c) you may vacate the storage rooms and seek Storage at another, non-U-Haul location. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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:

My original complaint ID was [redacted]. Not until I received a letter from the Revdex.com did I know what had happened with my complaint with Uhaul because I was NEVER contacted by this company or by the person who signed the letter-[redacted] and Executive Assistant! It states that I was contacted via email by a [redacted], which I never was. I attempted on several occasions to contact Mr. [redacted] regarding this complaint of improper application of my payments and never received a call back or any emails on how this could be resolved.The original complaint still stands and they are not properly crediting my accounts for my storage units! My payments are due on the first and the fifth of the month for storage units 316 and 318 respectively. If I pay for BOTH units by the first or fourth of the month, I still receive late and lein notices on both of them for the current month! The rent for unit 316 is due on the first of the month and totals=$87.95; the rent for unit 318 is due on the sixth of the month and totals=$77.95. The total for the two storage units is $165.90 a month, I send in $166.00. Why are they not crediting the account properly? It appears that they are only crediting one storage unit with the entire amount and then proceed to bill me late charges and lein fees for the other unit! I want this resolved and the account brought current with no late or lein fees as the payments are being made for the correct amount and in a timely manner. I also want to speak to this [redacted] who says that he has contacted me and has not! I would like this resolved immediately! Thank you in advance for your assistance. I want the payments credited properly to the account and the account brought current with the correct payments credited to the correct unit! I want all late and lein fees waived since my original complaint on September 15, 2014. And, I would like to speak to someone above this Mr. [redacted] who will actually contact me and speak to me about the way this office in Rome is run. I also would still like the written apology from the manager at the Rome store, [redacted].

Business

Response:

January 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Eastern New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He informed our office [redacted], our GM for our U-Haul Moving and Storage of Rome, was in contact with Ms. [redacted] and able to reach an amicable resolution. Ms. [redacted] will be allowed access to her storage unit in order to be moved out by January 15th. Mr. [redacted] relayed that we will waive $438.75, which is the current amount she owes, on top of the $1,005.30, which was previously waived, adding up to a total of $1,444.05 in storage fees.

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: Two things: I reserved a pick up the U-haul on 9/28/13 at 11:00 in [redacted] at [redacted] in [redacted]. When I went the vehicle was not there and I was told to go to 7 mile [redacted] Uhaul in [redacted] There was no vehicle at either place and I was told the next vehicle would not be available until after 3:30. Also, it was totally out of the way and I would have been charged extra miles just by renting a vehicle from there. I am supposed to receive $50 because of the reservation guarantee policy. I have yet to be contacted regarding my $50 and my reseveration number was [redacted] Next thing I ended up going to the [redacted] Uhaul on [redacted] in [redacted] and got a uhaul 09/28/13 around 4:00PM. This totally delayed my moving plans, but I needed to be out of my apartment as scheduled and had not other choice. Ofcourse, because of the delay due to Uhaul's error, I didn't finish moving until after Uhaul hours. I returned the vehicle as instructed and put the keys in the drop off box. The Uhaul in [redacted] charged my debit card several unauthorized charges totalling close to $350. When I inquired about they stated that there was grafitti on the side of the vehicle. There was no grafitti on the side of the vehicle when I returned it and I returned the vehicle in the exact same condition it was given to me in. I did not damage the vehicle and I should not be charged for it. If damages occurred to the vehicle it happened after I returned the vehicle. I am disputing their false allegations and I should not be charged for something that I am not responsible for.Desired Settlement: I would like a full refund for everything in addition to $50 they owe me for failing to honor my reservation.

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Mr. [redacted] our President for our [redacted]egional office, followed up on the information Ms. [redacted]provided and advised our office he spoke to Ms. [redacted]as well as sent her the following email:

This email confirms that I have refunded $151.79 on to the CC used in the transaction. A seperate reimbursement of $50 was issued on 9/30 for the reservation guarantee. Thank you for using UHaul for your moving needs.

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

Rented a cargo trailer for 5 days, then decided I didn't need the trailer, so I returned it the next day. Called to ask about the refund for the four days I didn't use the trailer, they said they don't give refunds, but what they could do was refund the money and charge me for the one day plus charge me 900 dollars because I didn't return it to the place on the contract. Not only did they have the trailer, but they could also rent it out and get more money. Which is technically stealing the money from people, I will never ever rent from them again and will let everyone know what happened so they can be warned about how they operate.

Review: I rented a 6x12 trailer from u-haul in Warner Robins,ga. on 9-1-2012 at07:33am. the clerk wrote it up for trailer (RV4872E)and then hooked up trailer (RV2472G) to my truck.I took the trailer back on 9-4-2012 to the Warner Robins store. The clerk looked up my bill and said my credit card had been dropped off the bill, so he would not charge me for the trailer(RV2472G), for the thought maybe someone had taken it over the weekend illegally. Before I returned it.In the mean time trailer(RV4872E), was turned in by someone, at Savannah, Georgia, on 9-1-2012 at 12:40pm. So I was charged $128.24 on Visa for the rental, of (RV4872E) plus $279.43 Warner Robins, Georgia. As previously stated I was given trailer (RV2472G) not trailer (RV4872E), the clerk hooked up the trailer (RV2473G) not me.I have tried to resove this issue with U-Haul and Visa thru Chase Bank to no avial. I would appreciate it if you would help me in this matter. I do not believe I should be charge something for which I did not do. Thank you so much looking forward to hearing from you. Product_Or_Service: U-Haul 6 x 12 trailer rental Order_Number: none Account_Number: noneDesired Settlement: DesiredSettlementID: Other (requires explanation) I would like to remove the $279.43 charge, through Chase Bank Visa card.

Business

Response:

March 6, 2013

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

Ms. Debby Pate, our Executive Assistant for the U-Haul Company of Southern GA, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for $279.43 back to his Visa account, which should post on his next credit card statement.

As we value Mr. [redacted] as a customer, Ms. Pate also sent him 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Victim of Identity Theft. Uhaul keeps calling, texting, and otherwise harassing this disabled person to return equipment that I did not rent in Florida or Virginia. I have spoken with U haul corporate office but they just put me on hold indefinitely and will not resolve the issue. I never rented from U haul but they continue to call me and sending me text messages over and over, costing this fixed income person cell phone minutes and charges for these text messages. I have tried to contact John Taylor at the corporate office to no avail. I have also filed complaint with Donotcall registry and with the Department of Transportation. I last spoke with "Paula", who put me on hold indefinitely.Desired Settlement: I would like a call from Mr. John Taylor with an apology I would like billing / collections to remove my telephone number from any association with Reference number 95314327. I respectfully request no more Uhaul text messages as I cannot afford the text charges. I would like no more calls from Amine at [redacted] & to cease from using my telephone number for collection Fraudulent purposes.

Business

Response:

March 8, 2013

Thank you for forwarding Mr. S**s’ concerns to our office.

Mr. Vernon Rosemin, our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Mr. S**s provided. He assured our office the information has been corrected and Mr. S**s will not receive any further calls. He asked that we relay his apology to Mr. S**s for the inconvenience he experienced.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a U-Haul truck and storage on July 1, 2012. During this time I inquired about an ad stating, "ask about our 1 month free self storage with a truck rental." I was advised that the one month free is automatic, but I would have to pay the initial months fee. Calling today July 31, to confirm that August rent is free, I was told that the one month free rent does not apply to my account because I had a local truck rental. Spoke to [redacted] on July 31. Do not no the worker's name that stated the one month free is automaticU-Haul location [redacted] Telephone ###-###-####Manger [redacted]Desired Settlement: I would like one month free for my self storage as told by a U-Haul worker. The free month can either be applied next month September or December, which would be the last month for my self storage rental.

Business

Response:

August 14, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Manhattan/Bronx, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised we would honor the one month free storage.

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

Sincerely,

Executive Assistant

U-Haul International

I reserved a uhaul truck online in advance. When I went to the location I chose to pick up the truck, the store did not have my order or any trucks at all. He told me this happens all the time and this is why he dislikes uhaul, it makes him look like the one at fault. He suggested I call the other store in town, but they did not have my reservation nor any trucks for rent. They told me my truck was in the next city an hour away. Since I had a specific window of time to pick up our furniture I could not drive to another city for a truck nor would I want to pay the mileage for that. They suggested I call the scheduler. No help. She told me that I should have received a call and text about my pick up location. I received neither. She then tells me there are no trucks at all in the city you are in.  Luckily, the guy at the store told me about a Budget store around the corner. So I told uhaul to cancel my order altogether and we got a truck last minute from Budget. I called the uhaul store in the city an hour away to see if they had been notified of my cancellation. They hadn't. The girl thanked me for calling her to let her know and she also had unfavorable things to say about uhaul. She said she only uses Penske because of all the problems they have at their store with uhaul. Never again will I use uhaul.

Review: I have sent U Haul and complaint about this is and nothing Im not happy of the result. I feel this happen on their part but the company saying other wise and they are all wrong. This is what I sent to them on 12/18/12: You had a customer ([redacted]) that came in your [redacted] Location on 11/22/12 to rent a Car Trailer. I'm very upset that nothing has been done to my damage truck and no one from your U-Haul company have called me to say how my truck going to get fix I have a huge dent and scratch marks all on the back of my pick-up truck. When [redacted] & I came to return car trailer I told one of your employee what had happen to my truck when people was taking car off trail that the hitch ball mounts left up and damage my truck. Your employee came out to look at my damage truck and that was it didn't said Sir we will take care of that damage or nothing. Its going on a month and I still have not heard nothing yet whose going to fix my damage pick-up truck. Someone need to let me know something because I'm very unhappy and whom every came out to check to make sure that the car trailer was secure on my truck before [redacted] & I left your location they don't know what they were doing because if they did I will not be driving around with a damage pick-up truck with a big dent and scratch marks on my truck. My pick-up truck needs to be fixing ASAP and I need to know something ASAP. This is poor customer service from U-Haul and I'm very very unhappy. After U Haul has reviewed my email I receive a letter in mail from [redacted] asking for these items in order to process my claim quickly: Two (2) Estimates of damages clearly itemizing repairs and costs.Copy of vehicle registrationColor photographs which clearly depict & confirm my damages.After getting the two estimates and pictures of my damage truck I mailed all requested items above ASAP back to [redacted]. Im waiting and waiting for a reply back and didnt get any responds from [redacted]. Well come to find out she had called and told [redacted](the customer that rent Car Trailer from U Haul) and told him U Haul had decline my claim and that [redacted] was responsible for getting my truck fix. I dont see how he can be responsible for it when he dont work for U Haul nor was he the person to attach the Car Trailer on my truck. So I called [redacted] myself to find out whats going on why I have not hear from her and she said my claim was decline because someone had mess with Car Trailer after it been attached on my truck and I told her Nor I (Mr. [redacted]) or anyone else I had mess with Car Trailer after leaving U Haul. So my claim was relook at and still after her reviewing the two estimates fromo Hollingsworth Auto Service, INC.oWards Auto Painting & Body Works/Skidawand photographs that clearly depicts and confirms my damages of my Truck I was still decline of getting my truck fix. So as of August 17, 2013, Im still riding around with a huge scratch on my new truck and I feel like U Haul is very much responsible for my damage Truck not [redacted] (the customer). I have not heard nothing else from U Haul concerning about my Truck since early this year 2013.Desired Settlement: I would like to have my truck fix ASAP at my choice of place. Thanks!

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company regarding Mr. [redacted]’s claim he filed, and they provided the attached response.

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 am not satisfied with this resolution at

all. How can they say things was not check when they didnt even send another staff out to check connection before leaving like I was told they where going to do. I waiting for someone to come back out to check the connection and noone never did. So It is U-HAUL responsible to fix the damage that their equimpent has made to my truck. I have a damage truck due to your equipment that somehow was not put on my

truck correctly. So clearly the trailer was not properly connected to my truck.

Because it didn’t disconnected at time of loading does not mean it was on their

correctly. Things don’t happen all the time as soon it is connected so you can’t

rely on that saying your coupler was on their correctly before leaving U-HAUL

and furthermore no one from your staff came out to check my truck like was told

so how do you even know it was on there correctly? The damage occurs when

unloading the vehicle off the trailer and that’s when the coupler disconnected

and damages my truck. Yes the connection was check before unloading by the

company that unloaded the vehicle because that’s there producers. So U-HAUL is responsible for getting my damage

truck fix. And My truck needs to get fix ASAP. I would really appreciate U-HAUL

to own up to their mistake and fix my damage truck.

Review: My complaint is associated with the extremely poor service I received from multiple parties within U-Haul related to U-Box contract [redacted].I decided to enter into this contract because the U-Haul website represented the U-Box service as a hassle-free, relatively inexpensive service. In reality, this failed U-Box contract has caused me a great deal of emotional distress and painful physical exertion.My original contract included the transfer of one U-Box pod from Durham, North Carolina to Houston, Texas. I also purchased, based on the advice of a U-Haul customer service representative, the following services from an independent mover through the U-Haul website and affiliate platform Moving Help:Pickup of U-Box pod and delivery to my residence in DurhamMover assistance in loading my U-BoxTransfer of U-Box back to U-Haul storage facility in Durham for shipment to HoustonTotal of ~30 days from loading day to store equipment before pickup in Houston destination; final pickup and unloading of U-Box at my convenienceThe day before these services were to occur, on Saturday May 10th, I received a phone call from the first mover (Mover A) that they did not possess the equipment to tow the U-Box and they could only help to load the box. In a scramble, I contacted U-Haul and Moving Help once again and found a new mover to assist with each of the above phases of the move (Mover B).The following day (May 11th), four hours after the U-Box was supposed to be brought to my residence, I received a call from Mover B that he was at the U-Haul facility and he too did not have a truck or proper equipment to tow the pod. He handed the phone to the U-Haul representative, who demanded that if I needed the job done, I must pay for a U-Haul truck and trailer hitch rental so the mover could bring the pod to my residence. The reason it was my responsibility to pay was because the mover did not have a credit card to pay for the equipment himself. The expectation from U-Haul was that I pay for and place these items in my name, despite already paying for all of these services, and meanwhile entrusting an irresponsible mover whom I had never met to lease the equipment in my name, forcing me into unlimited personal liability of the equipment while in the movers hands. Please note, these are all services that I already purchased in my initial contract and I had already paid for in a previous credit card statement.After refusing, I received continued pushback from both the U-Haul representative and the independent mover, who eventually decided to quit on my job, leaving me stranded without a U-Box pod and any mover assistance to complete the job.Upon realizing that my entire move was in jeopardy, I tried to patiently work with the U-Haul facility representatives in Durham to solve the problem. What I received, however, was an unwarranted attitude and continued poor customer service. The representatives kept putting me on hold and then forwarding me to the corporate U-Haul phone line, without my asking, which at the time was taking customer service representatives an average of 45 minutes to answer calls and had no idea how to solve my specific problem. Finally, U-Haul agreed to ship the U-Box to my residence within the next two hours (now 6 hours after the time I expected to receive the pod) and pick it up, but would charge me $150 for the service and would be unable to provide any personnel for moving. Again, this is a service I had already paid for, which also should have also included movers to load and unload my belongings. The U-Haul representatives kept trying to shift the blame to Moving Help and the independent mover, but it was U-Haul that pointed me in their direction when I entered into this contract. Moreover, according to its website, it is U-Haul that powers Moving Help, and it is AMERCO, the parent of U-Haul, that profits from Moving Help. It is poor business practice to ignore serious problems a customer is having by trying to redDesired Settlement: DesiredSettlementID: Refund

My desired settlement is a full refund of the U-Haul contract. The amount paid is $957.00

Business

Response:

June 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Chapel Hill Blvd, followed up on the information Mr. [redacted] provided. She informed our office, due to the fact the moving company Mr. [redacted] hired was not able to tow the U-Box to his residence, Ms. [redacted] had the U-Box delivered and then picked up from his residence at no charge. The fee collected was for the shipping of the U-Box only. Our office was also advised that the moving company Mr. [redacted] hired is no longer active on MovingHelp.com due to their lack of customer service toward our U-Haul customer’s.

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.

It is true that Ms. [redacted], after significant argumentation, agreed to deliver the U-Box to and from my residence at no charge. However, as I mentioned in my complaint, this was just a portion of the services I had purchased on the MovingHelp platform, which was to include loading and unloading of my belongings both at my residence and at the U-Haul warehouse.

Moreover, this response did not address any of my other issues outlined in the complaint. Specifically, the unnecessary combative attitude of U-Haul site representatives and telephone customer representatives throughout this move and the multiple last-minute cancellations and adjustments to the contract that required me to spend six hours individually loading my belongings into the U-Box pod and five hours waiting on hold for U-Haul representatives.

I thought it was extremely poor customer service for the Chapel Hill Blvd. site employees, on multiple occasions, in an attempt to ignore my problems (that were caused by U-Haul), put my phone call on hold for an extended period of time only to transfer me to a corporate customer service line, despite my repeated request to not do so since the hold time was over an hour on the customer service line.

When I arrived in Kingwood, TX at the U-Haul site, my U-Box had been locked up and neither I or the receiving site had received a key to open the lock. I again had to wait hours for a neighboring storage facility employee to retrieve the tools to break the lock. This is just another example of how poorly my contract was handled by U-Haul.

If your final paragraph is true, and your customers are in fact very important to you, you should understand that the way my U-Box contract was handled was dreadful and physically damaging. U-Haul put the safety of one of its customers in jeopardy by refusing to take responsibility or action after its own errors.

For the sake of future customers, I appreciate the fact that the moving company has been removed from MovingHelp.com, however, that does nothing to address my specific issues. Again, in light of your commitment to customer service, I request a full refund or in the least a discounted price for my U-Box delivery contract.

I appreciate your time.

Regards,

Business

Response:

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh regional office, reviewed the information Mr. [redacted] recently provided. She advised our office she was at our U-Haul Center when Mr. [redacted] was calling. They were extremely busy and assured our office our GM, [redacted], was never rude to Mr. [redacted]. Ms. [redacted] apologized for delays and did get Mr. [redacted]’s U-Box delivered to him at no charge. Ms. [redacted] explained they did the best they could under the circumstances and also relayed that a refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Called what I thought was a local u-haul to get a trailer hitch put on my vehicle. Scheduled to bring my wifes car in at 6pm that evening was told it would take a half hour to install the hitch. Put a deposit on my credit card to reserve the hitch. Full price with installation was to be 197.50. Got there and they had no knowledge of my appointment and nobody there who installs hitches and told me they couldn't do it for two weeks minimum. According to [redacted] at the location U-haul "does this all the time". I needed the hitch for my sons graduation party which was 4 days away.

I called the number again and found antoher location near my house, but they couldn't install it for 2 weeks and told me it was not that hard to put on my self. I once again put a deposit on my card to hold the second hitch and was told the first deposit would be refunded in a week. I got there and the hitch was 197.50 with no installation this time. I asked about that but they refused to change the price to reflect no installation. Got the hitch home and although it said the correct year for my car , the bolts were the wrong size and the holes didn't line up on one side. I had to run to home depot to find bolts that would fit, as well as drill holes in the frames of the car and figure out how to get it bolted on securely.Desired Settlement: Bare minimum they owe me money for not installing it and insisting on charging me the same price I was going to pay for a full install at the first location. Second I wasted an hour running to home depot to get bolts and it took me several hours to figure out how to make the wrong hitch fit my car which may now be unsafe. I would like an apology and a minimum of 100.00 refunded. Third I wasted 2 hrs on the 800 number who hung up accidentally on me the first night.

Business

Response:

July 26, 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 of Western NY, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email:

Good morning Mr. [redacted], I am writing to you in regards to the Revdex.com complaint you have filed in regards to your canceled hitch reservation. I would first like to apologize that both our Niagara Falls and Amherst location were unable to install the hitch for you at the requested times. Unfortunately because the reservation was made with short notice we were unable to get a mechanic into either of those centers to install a hitch, they either had already gone home or were not scheduled to come in because there were no hitch reservations prior to yours. I do understand that our Amherst location was able to sell you a hitch for a 2006 Saturn Vue for $197.81. I understand you were requesting the price be altered to reflect no installation which it was, the hitch installation reservation was quoted to be $279.08 the cost of the parts was $197.81 with tax. I apologize that you had difficulty installing it on your car, based upon the information you provided us these are the correct parts and we have not had problems installing this particular hitch on your model vehicle. I understand you are looking for some form of compensation and what I can offer you is a refund for 15% of the cost of the hitch and a $15 VIP gift certificate valid nationwide at any corporate owned U-Haul Center for any product we offer or sell. The certificate has been emailed to you, the ID number is [redacted] and the 15% refund will be coming in check form which you should see within 10-12 business days. Once again I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Office ###-###-#### Ext [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

I had the worst experience with this company. I moved from Oshawa, ON to Ottawa, ON and reserved a one way cargo van. I called the U haul location in Oshawa the day before my move to find the pickup time. I asked to change this to earlier due to needing an earlier start time for the move. They confirmed this reservation. I then received an email stating I would be picking up my vehicle in Scarborough, ON. So, I called Oshawa back to confirm where my vehicle was to be picked up: they confirmed Oshawa. I called the Scarborough office to let them know because I did not want to be charged a $50 cancellation fee if my van was reserved in two locations. That agent told me that my only reservation was in Scarborough, then gave me the number for Head Office. So, I called head office to ensure I knew where to get the vehicle and asked to change the pickup time to 10 am for the location in Scarborough. I then received an email stating my new pickup time AND a new location. The next morning I was on my way to get the vehicle and could not find the location so I called them and they told me they did not have a vehicle reserved for me at that location. I called the original location in Scarborough to ask for directions and make sure I still had a van reserved with them. The agent gave me directions, I called head office and explained the hassle I went through and they gave me a $50 credit. When we got to the pickup location, my credit had not gone through so the agent had to restart his system. Then, when I went to pay he told me that location did not have debit when I made sure to ask a head office representative at the time I reserved a vehicle online if all locations took debit, credit and cash as payment. So, I had to go to the bank and take the money out and finally got the key for the vehicle. The day after I moved, I had to return the vehicle so I took it to the closest location because I was told I could drop it off at any U haul location and was then directed to a different location 20 minutes away, I had to find my way there in a city I do not know. We get to the lot and go inside to be told that we needed to take the van to be inspected. Nobody had told us this or stopped us when we got to the lot. I am thoroughly disappointed with this company and will not recommend it to any one that I know.