J.R.J. Tara Corporation

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: 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 had them install a hitch and the wiring on my 2013 Chevy Equinox in March 2013. I went to U-haul to rent a trailer and they said I could not because the wiring did not work properly. I went back and they tried to repair it and had to order a special part. Once the part came in I went back and they installed it. I went into U-haul again to rent a trailer and once again I could not because the wiring did not work properly and it is their policy that all turn signals etc... has to work. I went back to the U-haul in [redacted]nd they said I had to talk to [redacted] who was not working that day and to come back. I called and but they had their phones transferred to their customer service so I could not get a live person in the store location. It is now November and my one year warranty is up soon and I have not been able to use my hitch since I got it installed.

Product_Or_Service: Hitch and wiring installed

Order_Number: [redacted] part code

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

I want them to either fix it and extend my warranty another year or refund my money for the hitch and the wiring labor and parts.

Business

Response:

November 25, 2013

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 explained, after speaking to our GM who tried several times to get the wiring to work, she sent Ms. [redacted]the following email:

[redacted], We apologize for any inconvenience, and will refund the cost of the wiring ($113.40) back onto the credit card charged. Sincerely, [redacted] Executive Assistant U-Haul Company of [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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: The personnel at the U-Haul U-Box location will not schedule a time to pick up the U-Boxes at our house after numerous requests. They will also not call back. We have called several times and spoke to the manager, [redacted].Desired Settlement: Pick up the U-Boxes from our location. We have already been charged the delivery and pick up fee.

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]a [redacted], a Senior CSR for U-Haul International, contacted Ms. [redacted] to obtain additional information in order to research her concerns further. Ms. [redacted] relayed her U-Boxes had been picked up and she had no further issues.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a tow dolly in [redacted] with final destination as [redacted]. ($380.09) "Safe-tow" charge of $64 included. Contract #[redacted]. Unfortunately my RV engine burned up on the grade outside [redacted]. The U-Haul document has an 800 number for roadside assistance however they refused to come to get the tow dolly, instead forcing us to rent a truck in [redacted] ($112.94 plus filling up gas $30) in order to return it. Contract #[redacted]. However, upon return to the [redacted] location I was, unprofessionally informed that there would be no refund of the difference in cost of renting the tow dolly even if [redacted] to [redacted] is a far shorter distance than my original rental. Upon speaking to a manager at the rental location he informed me it was "up to my manager & he ain't gonna give it to ya." I called the customer service number for Uhaul and after explaining the gentleman informed me that it was not a problem and he would note my account with the request for the refund. I went back to the counter but the [redacted] employee insisted there was no refund & that he could not see any notes regarding a refund. I again called UHaul's customer service number and spoke with [redacted] who informed me that I was due a refund of $127 but that it would be several weeks before it would be credited to me. At that point I concluded the rental of the truck at [redacted] and continued with my move to [redacted]. After about 20 days, when no credit had been posted to my credit card, I completed the online customer service form requesting the refund of $127. However I finally received a generic email response of "we cannot give a refund." This is not right, as several employees promised a refund of the difference between [redacted] to [redacted] compared to [redacted] to [redacted] & one employee, [redacted] on 10/8/13 gave me the dollar amount owed me as $127.

Product_Or_Service: Rented tow dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think UHaul should definitely and immediately refund the amount of $127 since multiple employees confirmed this refund as due. Notes related to contract #[redacted] could be checked to confirm this. In addition I believe that the Roadside Assistance claim: "Breakdown or accident...give the exact location of the EQUIPMENT and your phone number. we'll help you resolve the problem and get you safely back on the road" should have led to UHaul coming to get the equipment

Business

Response:

December 10, 2013

Revdex.com ID#[redacted]

U-Haul Ref#[redacted]

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

[redacted] our President for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and advised her of a refund for $127 as requested. The refund should post on her next [redacted] 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. In addition the company contacted me to inform me of their decision. The refund of $127has posted to my account & while I will not use this company in the future & believe they only processed the refund because of this complaint, I am happy to have it completed. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I reserved a rental truck and dolly for 2/1 on 1/31 and contracted for a rate of $143. I was later informed that the location where I was to pick up my rental did not have the vehicle in question and was directed to another location in Stuttgart, AR. the Stuttgart location was closed on 2/1, so I had to get the rental from a third location. The third location rented my truck to another customer, so I had to go to a fourth location to pick up a rental. I had the rental for 1 day and only used 125 miles. The truck was returned with the proper amount of gas. I never recieved the dolly I had requested. The fourth location charged me $205.43 which is above and beyond the $143 that I had contracte for. I called Uhaul customer service for an adjustment and was not helped at all. A supervisor named [redacted] informed me that although my reservation was changed through no fault of my own that he would not make any adjustment on behalf of Uhaul.Desired Settlement: I'd like to be billed the original $143 that I had agreed to less the $10 charge for the dolly I never recieved plus tax.

Business

Response:

February 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Arkansas regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email:

[redacted], We have issued two credits to you. One for $50 for the guarantee and the other for $73 for the difference in the rate. Sorry about the mistake. We do appreciate your business. [redacted] Area Field Manager

Our records indicate the $50 refund was issued to Ms. [redacted] account ending in 6311 and the $73 refund was issued to her [redacted] account ending in 5398. Both were issued on February 4th and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We 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: 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: I called Uhaul on May 16th at 8:55 am to make a reservation for a cargo van. I was quoted 199 dollars for two day rental including 250 miles. Any mileage over that amount was 29cents a mile. The reservation was confirmed for me to pick up at [redacted] in [redacted], Illinois at 5:45 pm that evening. I was on my way home on the train when I received a phone call from the owner of the printing company/uhaul rental. He told me I had to come earlier than the time I was given because he was closing early that evening. I told him I wasn't sure if I would make it any earlier because I was on the train on the way home. So he asked if we could complete the paperwork so that when I got to the store his grandfather could just give me the van. I agreed and as we were finishing the paperwork he told me my charges were 265 dollars. I told him that I was quoted 199. He thought it was odd because the reservation stated I was picking up and dropping off the vehicle at the same time. So he called UHaul to verify my price and dates. UHaul told him there was no way I was quoted that amount. I told him I was and asked if I could call the sales department and call him back. At this point we had been on the phone for over a half hour.

I called Uhaul's sales department immediately and asked them about the price I was quoted. I talked to a man named [redacted] in Arizona from sales. He said yes that the price for the rental would be 199 including 250 miles. In the meantime, the owner of the printing/uhaul company called me back and said they couldn't rent to me because there was no way I was quoted that amount and that they had someone from Uhaul who was telling them that I never could have been given that price. I asked him to please wait because I had the person from Uhaul on the phone who would confirm with him the price I was quoted. I drove over to the Uhaul place and he was not there but his grandfather was. I asked the grandfather to please talk to the Uhaul salesman so he could verify that I was quoted the 199 dollars. He refused to talk to the salesman and told me I was making it up and didn't believe I was on the phone with Uhaul. He was on the phone with the owner at the time. He finally got on the phone with Uhaul and they told him that I was quoted that price. He hung up the phone with Uhaul and told me to get out of his store because he was not going to honor the price I was given on the phone because someone else at Uhaul told him not to.

I had to leave the establishment without a truck. I called customer service for Uhaul and was on the phone with them for another 1 1/2 hours. They would not resolve the problem and would not let me talk to a manager. They told me they would have to find the tapes of my conversations with Uhaul sales and then get back to me but that I would have to pay the larger amount to rent a van until they reviewed the tapes. I then called sales again and was quoted the 199 dollars again. However, every time I called customer service I was told that there was no way I was quoted that amount.

The end result was 3 hours on the phone and I didn't get a truck to rent. I had items I was bringing to Michigan to sell and I lost money because I could not get a rental from any other Uhaul facility on friday evening because they all closed around 6 pm. I was promised and quoted a rate and it was not honored. I lost money and time and was extremely upset to the point of crying because of the way I was treated. I now have to start all over to try to rent a truck in the morning. However, I lost the sale that I had set up in Michigan on friday night.

I was treated very poorly by Uhaul and their affiliate store for not honoring the quote. I would like to also file a complaint against the Uhaul/printing company for the way they treated me.6Desired Settlement: I would like at the least the 50 dollars that UHaul promises to give you if you do not receive the rental at the time. and place it was quoted.

Business

Response:

May 23, 2014

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Chicago and Chicago Western Suburbs regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology and was able to reach an amicable resolution. A refund for $150 was issued as an adjustment and Ms. [redacted] assured Ms. [redacted] they would follow up on the information with all involved 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:

[redacted]:

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

Regards,

Review: I rent** two 26 foot Uhaul trucks for a move from Portland, OR to Jacksonville FL on May 7th. One of the trucks on May 9th broke down in Laramie Wyoming. The trucks transmission went out. The uhaul mechanic nearest to us came out to look at the truck after waiting for a couple of hours. He said the truck had NOT GOTTEN IT'S NE[redacted] OIL CHANGES IN A LONG TIME. His name is [redacted] his business number is ###-###-####. [redacted] also stat** that the WRONG type of oil had been us** on the transmission, Motor oil was us** on the transmission to be exact. He said he was surpris** that we even made it pass** 100 miles. [redacted] the GM at Tigard Uhaul was ask** by me if both trucks were in good condition, if they had been check** and well maintain** for such a long drive. He assur** me that yes they were. Our truck full of household;d cargo is still in Laramie Wyoming, [redacted] and uhaul is REFUSING to give us a second truck, they are refusing to compensate us for the truck that we already paid for. The truck cost $1166, Uhaul just today Monday the 12th told that we have to go and pay for a truck from Budget, or [redacted] to then load the truck in Wyoming and drive it to Florida. They refuse to pay for the movers we are going to have to hire. The truck from [redacted] we paid for today cost us $1700, plus $450-$500 for the flight to Wyoming from Florida, another $300 for movers plus $1500-$1800 for gas. Uhaul is obligat** to FIX the truck, or give us NEW truck to replace the one that broke down. They came up with the excuse that our load weigh** 21,800 lbs, that they';re weight capacity was 20,000 lbs. THIS IS A LIE. All we did was load the truck with REGULAR household content. Uhaul allows customers to load trucks as fully pack** as possible, and they have car towing services which ads another 8000 lbs-10,000 lbs, they also offer trailer services where customers have the option to tow a trailer behind the already pack** truck. Uhaul is using this excuse to weezel their way out of compensating me for the truck and extra expenses. [redacted] the mechanic in Wyoming admitt** that the truck was already in bad shape before we pick** it up. Uhaul owes me $1166 for the truck, Uhaul owes me for the extra flights and for the labor we have to hire to load our new truck. The second truck broke down TWICE, it had electrical issues, we spent 5-6 hours stuck along side the road before help arriv** to fix the truck again TWICE. Tigard Uhaul and the general manager [redacted] ARE leaving OUT TO DRY. The amount of money we are having to spend IS OUTRAGEOUS AND NO ONE SHOULD EVER HAVE TO GO THROUGH THIS. Uhaul as cost us an additional $4700 for a new truck, paid labor, fuel, and flights.Desired Settlement: Uhaul has to compensate for the truck $1700, paid labor $400, flight $500, and fuel $1800. We have receipts to provide them for the trucks and all the expenses.

Business

Response:

May 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Oregon regional office, follow** up on the information Mr. [redacted] provid**. He inform** our office he sent him the following email:

Ahm**, As you know U-Haul is not responsible for customer cause breakdowns. The service history shows that this truck was fully servic** 800 miles prior your rental. The prior 9 rentals since had no complaints or issue. Ahm**, as you know we have ask in the past that you do not rent our trucks under your name or Business name. This type of move would be consider** a van line move and could be considerd a violation in the state of Oregon. As you know I will be requir** to report this to the Oregon Department of Transportation Motor Carrier Division

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

Regards,

Today May 20th I was bill** 5 separate charges each charge was $375.95 totaling $1879.75 on top of the charges bill** to my card back on May 7th. I called the uhaul customer serivice and the local uhaul dealer, both deni** any charges made to my account for that amount. Yet my bank statements shows 5 charges from uhaul. [redacted] is not only a liar but a delusional person making assumptions and accusing he can not back up. I want him to explain to me when and where did uhaul employees ever state that we as customers are not allowed to fill up a uhaul truck fully with household goods? He should also explain to me why it is they offer car towing services, car trailers that latch onto the back of a truck that is fully load** with household goods adding another 10,000 lbs at least. We did not tow a car, the truck was fill** with household items that is what the trucks are made for. The local mechanic [redacted] in Laramie Wyoming is a uhaul employee that stat** to us, the transmission had motor oil in it. THE WRONG KIND OF OIL WAS US**. Uhaul ne**s to refund back $1879.75, plus 4 nights of staying in a hotel, $180 for movers we had to hire, and 4 nights of hotel costs. The newest charges of $375.95x5 totaling $1879.95 uhaul can NOT even explain to me what these charges were for.

Business

Response:

May 23, 2014

Revdex.com ID# [redacted]

U-Haul Ref# [redacted]

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

[redacted], our Executive Assistant for our Western Oregon regional office, sent Mr. [redacted] the following email in response:

**, After speaking with the cr**it card processing department, it was found that the $379.95 was charg** by Moving Help to move you into another truck. I have them looking into why your account was hit more then once for the charge and this will be correct**. The truck was overload** by 1830lbs. Due to the overweight condition, you have void** the safemove contract and are responsible for providing any transload assistance. The local U-Haul locations would not see these charges, as they were not charg** by them. We have had the truck inspect** and no engine oil or contaminants were found in the transmission fluid. The user guide explains in detail how to properly load the truck. Every vehicle has a maximum gross weight label on the drivers side doorpost. All these details can be found at: http://www.uhaul.com/Articles/Tips/123/Truck-User-Instructions Thank you, [redacted] UHC of Western Oregon

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: Approximately 6/5/14 I reserved a 26 foot moving truck with the understanding I would pick it up at 7:00 AM on 06/28/14. (Specifically when I rented the truck, the worker said it was good I was reserving so far in advance.) However, today (06/27/14) at approximately 11:00 AM, I was notified by U-Haul that the truck would be available at approximately 11:00 AM, although more recent phone calls they have said it will be available at NOON.

I spoke to "[redacted]" in the "traffic department" in Tucson and she said there was nothing she could do but she transferred me to her Supervisor, [redacted]" "[redacted]" also said there was nothing they could do. I explained my dilemna that movers were scheduled to be at my home at 7:30 AM, but now I'm learning (less than 24 hours ahead) that the truck won't be available until noon. She said they never reserve a "time" and that they never know until the day before what "time" the truck will be available. I said this was certainly NOT my understanding, because I wouldn't have arranged for movers to be at my home at 7:30 AM. She said it is in the contract. I said if it is in the contract, I certainly feel they should have been very clear at the time of the reservation that this is their policy. I would have had time to likely rent elsewhere.

I told her I didn't feel this was good customer service and asked if she had any suggestions on how to rectify this situation. She did not. I told her that unfortunately I felt I would have to notify the Revdex.com. Moving is a stressful time and this business practice seems unprofessional and is poor customer servcie. They have not come up with any sugggestions, other than them continuing to state I "do have a truck at noon." This is not what I reserved.Desired Settlement: Since I am now unable to locate another moving truck on short notice (believe me, I've tried), I am stuck with a moving truck at noon. However, one of my movers has to be at work at 1:00, so this truck is now being of much less value to me. I am asking for reimbursement on the price of the moving truck.

[redacted](NOTE: I don't know where to list this on this form, but I am referring to the U-Haul at [redacted]

Business

Response:

July 7, 2014

Revdex.com ID#: 10109769

U-Haul Ref#: 634722

Thank you for your concern for our customer Mr. Ramirez.

Kirk Fiehler, our President for our Southern Arizona regional office, followed up on the information Mr. Ramirez provided. He informed our office he spoke to Mr. Ramirez and offered his apology for the frustration that occurred. Mr. Ramirez pick up the U-Haul truck at 7:22 am and the mileage use was discounted. Mr. Fiehler also offered him some free propane that Mr. Ramirez stated he could use in the near 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I am an economically disadvantaged [redacted] veteran, and I was charged a substantial amount for damage that I did not cause.

This concerns the UHaul store at [redacted].

I spoke to the general manager, [redacted], who told me that because I opted out of insurance for the vehicle, I would be charged regardless.Desired Settlement: I want to be refunded in full.

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $452.07 was issued back to Mr. [redacted]’s [redacted] account on July 15th and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am appreciative and find this resolution satisfactory. I consider this complaint resolved.

Regards,

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 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,

Review: I was mistreated by the clerk and charged for mileage I did not drive. I reserved a 17 foot truck and an appliance dolly from this UHAUL renting location. When I got there, I was told no such reservation was made, and no such truck was available by the bald male clerk behind the counter. Then, he said he was "just kidding." I did not think it was funny. He said he had a 17 foot truck and dolly ready for me, printed the estimate and gave me the keys. I made the mistake of not taking a photograph of the truck's odometer before leaving, as I later discovered I was charged for having driven 20 miles when, in fact, we drove ONLY SEVERAL BLOCKS AWAY FROM THIS RENTAL LOCATION AND BACK. In fact, because we'd only drive the truck a couple of blocks, we did not have to put any gas into the truck when we returned the truck because the gas gauge was still on full. When we first drove the truck to my daughter's house on Fortune Avenue, we discovered no dolly was in the truck. I raced back to the rental location to tell them there was no dolly in the truck, even though we requested one, the clerk acknowledged we'd requested one with our reservation, and the clerk had clearly printed it out on my estimate. He laughed at me when I came into the door, and sarcastically remarked, "Forgetting something?" I explained there was no dolly on the truck. He quickly responded by telling me he had no appliance dollies. We drove the truck from the rental location on [redacted], which is two blocks from the rental location; and from there, to [redacted], which is one block from the rental location, and back to the rental location for a total of about 2 miles. When we told the clerk we did not drive 20 miles, he snapped, "Did you sign the estimate?" I said yes I signed it but did not check the odometer to make sure it was accurate. It was NOT accurate, as we only drove 3 blocks one way and 3 blocks back. I want my money back for the mileage I did not drive 20 milesDesired Settlement: I want my money back for the miles I did not drive. I did NOT drive 20 miles. I drove about 2 miles. I have witnesses who will sign sworn affidavits to this effect. Also, the fact the gas gauge was still full upon our return is proof we did not drive 20 miles.I also want my rental fee back for having been treated in a sarcastic, disrespectful, unprofessional, and nasty manner by the bald male clerk, and for having to move appliances without the appliance dolly I'd reserved but never got.

Business

Response:

November 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for $30 for the mileage and inconvenience she experienced. He assured our office the information has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. The refund was issued back to [redacted]’s [redacted] account and should post on her next credit card statement.

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

Sincerely,

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 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: 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: I have a contract statement print out that states I was charged $35.63 to use a 14' Uhaul truck [redacted] to drive a total amount of 16.5 miles. Starting mileage 73364.0; ending mileage 73380.5. That is a total of 2.2 MPG. Last weekend I used the same size UHAUL moving truck to drive from Sacramento to Crescent City, it got about 13MPG. I was excessively charged for fuel. On Friday after work 4/24/2015 I rented a 14'ft UHUAL moving truck to move my furniture from my current home to the home I am buying which was a total of 16.5 miles total trip. I was told the truck would need to be dropped off either in the evening or at 7am since it was reserved the following morning. Being that I had to go to work at 6am Saturday it was most convenient to drop it off in the evening and drop the keys off in the drop box. It was so late in the evening when I dropped it off I had forgotten to get fuel, however I do remember the fuel gauge moved "a hair," maybe 1.5 gallons. I went to pick up my deposit Sunday afternoon and got $11.44 back out of $100. They charged me $35.63 for 7.5 gallons of fuel to go 16.5 miles!!!!!!!!!!!! Meaning their advertised "great fuel economy" vehicles are getting 2.2MPG???? When I confronted the store manager Forest, he was extremely rude and unprofessional and got very defensive and spent about 10min trying to justify the excessive, fraudulent charges. He did not ensure me that he would try to help me out. He told me he would be calling me around 11am because he had to call someone else to talk about my contract. Being a community member of [redacted] and not some random out of town customer, I would think it would be semi-important for a company manager to do what they can to make things right for the customer or at least ensure them that they would work on resolving the issue. I was more than willing to take that 35 bucks and put 3 gallons of fuel into one of their trucks. The point is, this is bad business practice and shows that they are pocketing our hard-earned money. I don't even care about the money, what concerns me is how many people they are doing this to and it needs to be stopped!Desired Settlement: I would like the opportunity to have my $35.63 refunded to me and with that money put 2 gallons of fuel into one of the trucks. I do not feel like this is good or legal business practice. I was not given an opportunity to put fuel in the vehicle upon vehicle drop-off/return due to business being closed. No one had called me when they processed my contract either to confirm the amount of my deposit they were going to take.

Business

Response:

April 30, 2015Thank you for your concern for our customer Ms. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her of a refund for the overcharge of fuel. She should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On May 3rd, I contacted U-Haul at ###-###-#### (location: [redacted]., [redacted], [redacted]). After two attempts to request for a courtesy cash refund to be credited to me and no verbal follow-up with regards to the request. I seriously request that a refund for $7.00 for non-use of this locations furniture dolly (regardless of "providing a service). The furniture dolly was never used and actually in the way.

After the third attempt to follow-up with U-Haul after their failed attempt to contact, no response, me regarding the status of the request. I was required to contact U-Haul at ###-###-#### for the status that I find is unacceptable to "credit $7.00 towards my next U-Haul rental" as stated by [redacted], General Manager. I do not plan to use that U-Haul location in the future neither do I intend to use U-Haul period going forward if this matter does not get resolved to my satisfaction.Desired Settlement: [redacted]'s proposed offer is unacceptable and not to my satisfaction. As a result to completely resolve this matter I strongly request a cash refund in the amount of $7.00 for non-use of the equipment regardless if U-Haul provided it or not, company's non-communication with customer, unnecessary customer frustration and distress, and lack of customer service support.

Business

Response:

May 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Our records indicate two separate refunds for $7 each were issued back to Ms. [redacted]’ [redacted] account on May 14th and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On April 19, 2015 I called into the Uhaul office to rent a truck. I told the agent what I needed, how long I needed it, and where I was going. I was then given a suggestion to based on the information that I provided. Later on after dropping the truck off and recieving the charges I then realized that I was not given the best value becuase I ended up paying twice the amount necessary for the truck. I called customer service and explained this and I was told that someone from upper management would contact me in 72hours. Till this day I have not received a call in regards to this transaction.Desired Settlement: I do not require a full refund just an adjustment to the amount that I was charged based on the best value for situation. Uhaul I feel has a responsibility to explain the value of all ther products they offer to there customers not just taking advantage of them.

Business

Response:

May 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and advised our office Mr. [redacted] was contacted and they were able to reach an amicable resolution. [redacted] confirmed Mr. [redacted] could have benefitted from a one-way rate by a variance of $32.00. A refund for $50 was issued back to Mr. [redacted]’s [redacted] account as an adjustment on his rental and the refund should post on his next credit card statement.As we value Mr. [redacted] as a customer, [redacted] also sent him a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International