J.R.J. Tara Corporation

Review: This is a buyer be ware of a underhanded business practice, I set it up to rent a U Haul 14 ft U Haul truck from this business, They said I If I used cash, I needed to either leave the title to my car and $100.00 deposite, Or if I used a credit or debit card, Then I would not have to use my car title and leave a $100.00 deposite, So I gave them my debit card and rented the truck on the 14 th of February and I brought it back the very next day, Full of gas like they asked me to do, Everything was intact, They way it was when I took it, The man that worked there ask me if I wanted to pay by credit/debit card on file or cash, I said I preffered to pay by cash, The charge was $99.49 for everything, So I gave the man, [redacted] that work there $100.00 dollars and he gave me a receipt, But silly me I did not check the details on the receipt and left and went home, I didn't think anything about it because I thought they are a legitimate business, Then my checking account started having overdrafts on it and I was in the minus on my account, So I called the U Haul and I talked with the man [redacted] that works there, That charged me for the U Haul and he said that U Haul puts a hold on the debit card and he also said that they will sto the hold and put the money back when and if I pay by cash, for the truck, when I come in, Well I paid cash for the truck and later on I seen that they had collected the $99.49 also out of my checking account, No money was ever returned to my checking account, Then I noticed he did not change anything on the receipt to show that I had paid by cash, I immediately thought to myself, OMG, They ripped me off, Today is 24 th of February, That I am filing this complaint, I talked with the U Haul for the past 10 days now about the probem and they have never made things right with me, The most sad thing is that I am on disability and only get a limited amount of money every month and that business did not need my $100.00 to survive, but I did and now my checking account

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to get my $99.49 money back, That they over charged me, They charged me, in cash and on my debit card, So I was charged twice for a 24 hour truck rental, I think they may have a couple of theives that work for them and that is horrible business practice, I would hate to think someone that works in a ligitimate business like that, Would steal and bring bad reveiws on the company, But they charged me twice and are denying that they did.

Business

Response:

February 28, 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 Northwest Ohio regional office, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and explained she viewed the video at the time of the transaction and no money exchanged hands. Ms. [redacted] was holding money, but then folded it up and put it back in her wallet when our CSR moved from behind the counter to the showroom floor. A refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: To respect privacy for all parties, I am using last names only in this complaint. My name is Ms. [redacted] and I am submitting this complaint on behalf of [redacted], 4+ year storage customer at the U-Haul store located in [redacted], AZ. In multiple emails and written letters to U-Haul over the last three months, I have already summarized the areas of concerns experienced by me when managing the account and making payments on [redacted]s behalf from her household account. [redacted] is a dear friend and fighting a long, painful cancer battle and her friends would like to minimize stress as much as possible right now. We have shielded her from the ugliness of this most unpleasant business relationship until recently but still not involved her in much minutia. Ive taken an inordinate amount of time to manage this account, which has been astounding to me. Ive never been a U-Haul customer but would choose not to be as a result of these experiences. One of [redacted]s Valley Leadership contacts referred me to [redacted] at U-Haul, who called [redacted] directly and wanted more information of payment history. [redacted] was only able to speak for a few minutes given shortness of breath and asked me to follow-up since I was the one working with U-Haul. I prepared another document similar to this one to re-summarize the same issues already submitted. That information was mailed to [redacted] on 1/18/14, still with no reply or resolution. Here is the nature of the unsatisfactory service organized in three categories in addition to proof of payment for monthly storage rentals. 1) PROOF OF PAYMENTI understand that [redacted] stated that [redacted]s storage account is past due, which is NOT true. I have taken the trouble to look up all U-Haul payments for the last six months on [redacted]s account and summarized below:Check #8029 for $178.06 sent on 7/24/13 and cashed by U-Haul on 7/30/13Check #8079 for $178.06 sent on 8/25/13 and cashed by U-Haul on 9/4/13Phone debit card payment for $183.22 recorded on 9/27/13, transaction posted 9/30/13Phone debit card payment for $183.22 recorded on 10/27/13, transaction posed 10/29/13Check #8045 mailed with letter regarding removal of the upsell insurance on 11/26/13 for $175.22. After seeing a late notice in [redacted]s email a week later, I attempted to reach out to the [redacted] U-Haul store twice to find out if they had the check or were holding it. Your representative would not reply or tell me status of the check so I contacted [redacted]s bank after reviewing her online account for proof of payment. The bank said the check had not been presented for payment. At that time, I placed a stop payment on it and told the U-Haul representative via email what I was doing. I then reissued replacement payment for November and combined it with the December payment. Check #8058 for $350.44 sent on 12/18/13 combined November replacement check (as noted above) with regular December payment. Check cashed by U-Haul on 12/26/13.Check #8712 sent on 1/24/14 in amount of $175.22. U-Haul still claiming underpayment.Every attempt has been made to submit timely monthly payments for the amounts on contract yet late and lien notices keep coming. In addition, Ive encountered unprofessional, inappropriate behavior and disrespect when trying to initiate open and honest communications with U-Haul. I have kept all communications (mine and U-Haul) since this mess started. 2) CHOICE TO OPT OUT OF UPSELL INSURANCEAs far as I know, the first notification for a rate increase was issued on 8/30/13 and I paid the new higher rent in Sept and Oct until [redacted] was out of the woods on the most critical surgeries and recovery in MN. When she was strong enough, I shared an update with [redacted] on this rent increase notification and asked whether or not she wanted to continue with U-Haul. She instructed me to continue with the storage unit for now but to remove the upsell insurance and place the storage on her existing personal property insurance. At the time, I understood the revised payment to be $175.22 from U-Haul lease so I notified the property representative via email and sent a check for this amount to that store on 11/26/13 (see above). 3) AUHORIZATION TO MAKE PAYMENT ON [redacted]S BEHALF U-Haul refused to speak with me as [redacted]s representative to confirm receipt of timely payments and any other issues stated in this letter. The authorization and cover letter that was signed by [redacted] earlier in December 2013 and submitted by mail to the U-Haul [redacted] office; after significant trouble mailing documents back and forth to ** where [redacted] was undergoing serious and debilitating medical treatment at the time. This amended contract also shows [redacted]s second attempt to authorize removal the upsell insurance. U-Haul representative [redacted] still claims that U-Haul does not have the amended contract or authorization, which is rubbish. I have kept a copy of these documents and attached in this complaint. [redacted] tells me that [redacted] is now requiring this authorization to be accommodated in-store or by notary, something never shared by the store representative [redacted] at any time and also next to impossible to accomplish when someone is lying in a hospital bed in**. Seems more like bullying tactics to me. I did advise the U-Haul representative three times via email/mail that I was securing this authorization from [redacted] using the rental agreement sent to me and would facilitate the long distance logistics given her condition. Obviously, I remain shocked at the business protocol and complete lack of humanity exhibited by U-Haul over the last few months. A simple monthly payment schedule has turned into this nightmare; one that I have never encountered with my own relationships and probably not one that [redacted] would want to continue with for much longer. You may contact me direDesired Settlement: All payments have been submitted in a timely manner at the amount specified in service agreements. The storage client has the right to decline on upsell insurance in favor of placing contents in storage on her personal property insurance policy. U-Haul was notified of this request months ago. U-Haul accepts and cashes monthly storage rental checks yet continues to issue late and lien notices. Storage customer steadily fulfills all obligations and requires correction by U-Haul.

Business

Response:

March 13, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for forwarding [redacted]’s concerns in regards to our customer, [redacted]. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. Per [redacted]’s request, she is no longer dealing with anyone at our [redacted] location. Several U-Haul employees have spoken to [redacted], including [redacted], our Executive Assistant for our [redacted] A complete breakdown of the storage account showing waivers [redacted] was given and a free month of storage totaling $475 was sent to [redacted].**. [redacted] has received rude letters and emails from [redacted] and her friends regarding the storage account. [redacted] promised to provide proof of payments but has not. She is also currently late for her March payment. 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 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 remain in disbelief over behavior and lack of acceptable customer service practices by U-Haul over the last six months. This complaint has NEVER been about these fictitious waivers, which only goes to show that all of our many email and letter communications have been ignored. Over 1 ½ years ago, a former on-site staff member named [redacted] volunteered a month free rent when he learned that I was going in for my first cancer surgery. I did not ask. That’s it. This complaint has always been about the following: This trouble seemed to start or coincide when I went back into the hospital last Fall for a series of cancer surgeries and treatments at an out of state cancer clinic. A dear friend, [redacted], was kind enough to make regular payments from my account on a few monthly bills for me; including U-Haul. This same individual was also monitoring my personal mail and email and noticed that U-Haul had sent info about a rate increase last Fall. I believe she was paying the new rate for a couple months until I was strong enough for her to ask me about it. I said OK to continue with the storage rental but please tell them to remove the upsell insurance since I already had the contents of the storage unit on my personal property insurance. She attempted to secure the revised rate and has hit roadblocks ever since. [redacted] even took extraordinary measures to retrieve U-Haul’s lease agreement (apparently sent tomy email by U-Haul) and mail to friends in ** so they could hand deliver to me in the hospital. They in turn sent it back to U-Haul in [redacted] on12/23/13. I put initials on the approvedchanges and authorized for [redacted] and one additional person to act on mybehalf until I was well enough to deal with such matters. I made edits to the lease given the cancellation of upsell insurance and included my insurance provider. I also dictated a short memo withmy confirmation and questions regarding the lease they sent me, including wonderingwhy my storage rental was listed in [redacted]. I have only been physically strong enough the last couple months to engage more fully in this ordeal and I feel awful that my kind-hearted friends have encountered such a terrible situation with U-Haul. They were only trying to make regularmonthly payments from my account and never bargained on such an ordeal. In my own review of payments made, I have noticed a pattern and it appearsthat someone is holding the processing of monthly payment checks sent toU-Haul. For example, the check written on 2/24 in the amount of $175.22 was mailed the morning of 2/25 from the [redacted] Post Office at [redacted] I know this because I was a passenger in the car of my friend who prepared the check/envelope and dropped this envelope in the drive-up postal box along with some other mail when we were enroute to the doctor’s office. U-Haul did not present the check for payment with [redacted] until 3/8/14, thus creating a contrived late situation. As I lookback on records, this appears to have happened multiple times. In mid-January, Iattempted to speak with a woman named, [redacted], at the regional headquartersfor U-Haul since multiple attempts to secure information from U-Haul FountainHills had failed. The attached follow up letter was prepared and sent bymy friend [redacted] to this same person on 1/18/14 as [redacted] requesteddocumentation of all the U-Haul checks and debit payments made for the last sixmonths. I remain baffled at how U-Haul doesn’t seem to know that they aresending email receipts for payments received; wouldn’t that denote that someonethere is receiving and processing regular payment checks? Here is anexcerpt from this letter including data sent directly to [redacted] by my friend[redacted] after we looked up all the records: [redacted] for $178.06 sent on 7/24/13 and cashed byU-Haul on 7/30/[redacted]for $178.06 sent on 8/25/13 and cashed b yU-Haul on 9/4/13Phone debit card payment for $183.22 recorded on9/27/13, transaction posted 9/30/13Phone debit card payment for $183.22 recorded on10/27/13, transaction posed 10/29/13[redacted] mailed with letter regarding removal ofthe upsell insurance on 11/26/13 for $175.22. Upon seeing a late notice in [redacted] email a weekafter sending the November payment, [redacted] attempted to reach out to the[redacted] U-Haul store twice to find out if they had the check or wereholding it. Their representative would not reply or tell her status ofthe check so [redacted] contacted my bank after reviewing my online account for proofof payment. The bank verified the check had not been presented forpayment. At that time, we placed a stop payment on it and told the U-Haulrepresentative via email. [redacted] then reissued a replacement payment forNovember and combined it with the December payment. [redacted] for $350.44sent on 12/18/13 and combined November replacement check (as noted above) withregular December payment. Check cashed by U-Haul on 12/26/13. Since then, the followingpayments have continued to be made on schedule as always: January rent check sent on1/24/14 in amount of $175.22. Cashed by U-Haul on 1/29/14February rent check sent on 2/25/14in the amount of $175.22. Cashed byU-Haul on 3/8/14 The March payment is NOT dueuntil March 26, today is the 22 so how can it be late? Neither I or my representatives understandwhy U-Haul is even claiming they haven’t been paid or paid the correctamount. We are all completely baffled but have made every attempt to resolve this issue but the company is just too hostile. My friend [redacted] helped me type up this letter from my verbal comments due to my condition and is also scheduled to send the March payment on March 24 from the [redacted] U-Haul still claiming underpayment. Now stating they areauctioning my storage goods from what I am told. To date, myfriend has not received a return call after sending this documentation toU-Haul. So, I attempted to callthis same person on 3/5 and had to call back again later that day after notreceiving a return call. I was greeted with a very hostile attitude from [redacted]. I also attempted to call the store manager,[redacted], on the same day for the very first time since this ordeal started and was treated with similar nastiness and refusal to help me understand the situation. However the regional person, [redacted], wasdefiant stating that I had been calling the store manager many times, which issimply not true. Again, the dishonestyis rampant at U-Haul. The only U-Haul person I had ever attempted tospeak to previously was at their corporate customer service line inmid-November, 2013. Her name was [redacted] and she spent 20 minutes talking about her own medical woes when I divulged that I was calling from a hospital in**. I finally excused myself from the call as I couldn’t get her to focus on my inquiry over her own personal situation. I am not a doctor,just an experienced cancer patient and past caregiver for terminal loved ones. In the 3/5conversation [redacted], she was now demanding cancelled checks or my completebank statements as proof. Again, see above and my disbelief that U-Haul doesn’t even know they have been sending monthly confirmation emails of my payments. I do not hand over my personal banking statements to strangers or vendors so I went to my online account to print off copies of cancelled checks from my statement but only saw the check number and date cashed. I called [redacted], [redacted],to find out how to get copies of cancelled checks and he said that U-Haul was cashing the checks electronically, therefore there would not be cancelled checks. Instead, he went through the trouble to pull a transaction reportof all payments made from my account to U-Haul for the last six months. That transaction report document was sent to [redacted] at U-Haul on 3/11/14. I only have a hard copy from [redacted],which I will now forward to the Revdex.com. Iwill also include a copy of the U-Haul lease referenced in this letter showing that I removed their upsell insurance. This was sent back to U-Haul in December, 2013. Prior to the last six months, I did enjoy favorable relations on my storage account with this U-Haul store for over four years and with several different managers. I have even referred other customers to U-Haul in the past but don’t feelcompelled to do so anymore. Even though I had planned to leave my storage items at U-Haul indefinitely, or until my end of life from cancer, I just can’t tolerate such a time consuming and contentious business relationship when my final moments of life are so precious. Just preparing this documenttook a lot of me. I’ve never been treated this way by anyone I dobusiness with and pay for services rendered. At this point, all I want todo close out this relationship and ask my church or friends to help move mybelongings to a more reputable storage place. Advance notice willbe required on my end to arrange for this volunteer help.

Business

Response:

March 26, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted] our President for our [redacted] office, reviewed the information recently provided. He relayed that over the 5 years [redacted] has been a storage customer we have waived her late fees 9 times and given her 2 VIP Certificates totaling $474.97. She has been consistently late since she has been storing with U-Haul. [redacted] stressed he believes we have sincerely helped her over the years. We have tried to work with her on showing us why she believes she is current on her storage unit but she has not sent in the documentation we require in order to write off any further late fees. [redacted] is willing to settle with [redacted] on 50% of what she owes if she can remove her items from our storage facility within 24 hours of settling on 50% of the full amount. He added that we no longer are able to continue to waive late fees and give away free storage 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, [redacted] Executive Assistant U-Haul International

Review: I rented a U-Haul on 4/16/2014. I was to pay 29.95 for truck for one full day, 14.00 for insurance and .79 per mile. I drove 39 miles. After moving I checked my account and they charged me two charges. One was 62.00 and the other was 64.00. I knew the charges were wrong so I called the U-Haul and inquired. The man who was working there was rude and told me the charges were right even after we did the "math". He hung up on me. I then called the corporate office. They actually gave me a reference number and told me they would request that I be paid back and was overcharged by $43.99. I should be refunded 52.99 according to my contract and my calculations. I went over my calculations with the rep and he hung up on me as well. I did not yell, did not do or say anything to have been hung up on twice. It was a little bewildering. They actually double charged my mother last year as well and I did not know this happened until I related my experience to her. My concern is the customer service there, the hang ups. Also, that they take advantage of customers with their automatic billing. Correct or not, they will charge whatever they like it seems. I should not have had to call my bank or the U-Haul corporate office. Please make a note of this incident and maybe it will help others avoid the same calamity and incorrect charges. Thank you,[redacted]Desired Settlement: I will only want Revdex.com to request a settlement in the event that they do not do what they said they would. My reference number is: [redacted] which is supposed to refund $43.99. Which is still short but I will accept it. I want the record to show inappropriate behavior with U-Haul Tri-County and the corporate office as well. Thank you,[redacted]

Business

Response:

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

Our records indicate a refund for $43.95 was issued back to Ms. [redacted]’ [redacted] account on April 22nd. The refund reflects one rental period in the amount of $29.95 and $14 for the Safemove Protection. The refund should post on her next credit card statement.

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Monday June 23rd I spoke with [redacted] at U-Haul and placed an order to have 2 U-Boxes delivered to my residence ([redacted]) on Sunday, June 29th and to be shipped to [redacted]. It is my understanding that U-Haul contracts [redacted] who contracts 3rd party movers local to the area who are respondsible for loading and unloading the U-Boxes. I reserved two U-Boxes to be delivered in [redacted] by U-Haul and picked up by U-Haul, shipped to [redacted] and then movers were going to unload the U-Boxes in **.

On Wednesday, June 25th at approximately 3:42pm CDT I received a call from [redacted] saying they had been contracted via U-Haul and in turn, [redacted]. He called to cancel the [redacted] because they're a [redacted] company and are not permitted to work in the United States. I called U-Haul because they were the ones who booked this move and I was told it was not their problem and to contact [redacted]. I called [redacted] and they told me they could not help me, I had to make all changes to my reservation online.

I went online and changed my reservations to another moving company who then called me asking when they should be there. I realized at that time that U-Haul did not even tell me what time they'd be dropping off the U-Boxes. I called U-Haul's [redacted] location ([redacted] - 1.3 miles from my home) and spoke with [redacted] who was a tremendous help. He let me know my local U-Haul store ([redacted]) did not have my reservation or my U-Boxes on file. He transferred me to [redacted] in freight. [redacted] let me know that my U-Boxes were actually being held in the [redacted] location (over one hour oursite of the city of [redacted]) and were scheduled to be delivered at 12:00pm CDT on Sunday, June 29 and picked up on Monday, June 30th at 12:00pm CDT. I asked to change the pick up time to Sunday evening because I cannot store the U-Boxes at my residence overnight and it was at that point that [redacted] suggested I reach out to [redacted] scheduling department to see if they had the resources available on Sunday evening.

I called [redacted] and spoke with [redacted] (not sure of the name) who had absolutely no idea what I was talking about/asking. She transferred me to [redacted] in reservations who returned me to [redacted] where we sat on hold (20 minutes) until they location closed and my call was never taken.

That lasted from 3:42pm until 7:00pm (when the store closed) and I got zero answers. I was told to call back this morning (Thursday, June 26th). I called [redacted] and spoke with [redacted] who is a Reservation Manager. I explained my situation and she assured me she would call me back with answers.

I have not yet heard back from her.

I have never had such poor customer service. U-Haul bounced me around from department to department (freight, scheduling, reservations, etc.) and in nearly 4 full days my issue has still not been resolved.Desired Settlement: I would like to be fully refunded, including [redacted]'s movers fees.

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for [redacted] regional office, followed up on the information Ms. [redacted] provided. He advised our office he attempted to reach Ms. [redacted] but was unsuccessful. He explained his office covered Ms. [redacted]’s reservation and the shipment has been scheduled and appears to be on time with no issues. Ms. [redacted] can reach Mr. [redacted] at [redacted] or direct at [redacted] to discuss her concerns further.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The Uhaul we were to use to move from [redacted] to [redacted] wouldn't start on the morning we were to leave. I was due in [redacted] for work and rented a hotel to help with the long drive. Since the Uhual wouldn't start the morning of our move we lost our money for the hotel and I lost my new job in [redacted]. The repair man came out and fixed the Uhual hours later, turns out it was a faulty brake relay sensor. So it was nothing that I damaged, also considering I had only drove the truck 2 miles and parked it before this happened.

Then, after they got the truck working we were able to leave a day late. On the drive there we were rained on most of the time, which turns out the Uhual cab was not water tight! There was water leaking in from multiple areas including the windshield. We had to stop multiple times to mop up water and try to plug the holes. It was the worst trip I could imagine.

Then when I contacted Uhual to find a resolution to the problem, I was never helped. I reached out to the store I purchased from and through social media ([redacted]) I was told someone would contact me, but that NEVER happened.

At this point, I've been so jerked around by Uhual that I want a full refund. I've never experienced such a horrible company when it comes to customer service.Desired Settlement: Full Refund

Business

Response:

July 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul of Northside located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $293 back to the [redacted] account listed on their rental contract. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Our 6 U-haul U-boxes were to be delivered from [redacted] to [redacted] almost 3 weeks ago. We have been able since the second day after dropping the filled U-boxes off at U-haul to establish that they in fact have our 6 U-boxes. For the last 3 weeks we have only been given the answer, "I will check and let you know". No one calls us back. We of course are being caused great distress and detriment since all of our home is in those U-boxes. We cannot get established in our new home while our files are in the boxes. Had we known U-haul would lose 6 U-boxes on the second day...we would have hand carried all files. Our furniture, winter clothes, kitchen, family heirlooms, our home basically is in those 6 U-boxes. No one will tell us where they are nor does anyone pick up the phone when calling. The [redacted] number is no better. They pass us off to the "U-boxes" department only to have no one answer. You are instructed to leave a message but no one calls you back. PLEASE HELP!!! Winter will be here soon and we have none of our winter things. Not to mention a bed, couch, etc. This is terrible service!!!!

cc:

Letters to the editor

News stations

[redacted]Desired Settlement: WE WANT OUR U-boxes WITH THE CONTENTS OF OUR HOME DELIVERED ASAP!!!!

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Florida regional office, followed up on the information Mrs. [redacted] provided. She informed our office the delivery of the U-Boxes was two days late, therefore she is honoring the $50 per day per box, which is a refund of $600. They were also charged another month of rent for the four boxes that should not have been charged as they moved out on July 7th. An additional $411.79 will be refunded. Ms. [redacted] spoke to Mr. [redacted] and advised him of the refund.

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 put in a reservation for a truck at a spot down the street from my house on line weeks early. They waited until 6pm the night before to tell me I couldn't pick it up at that location. It postponed my move a day. When I went to pick it up a day later at the other wrong location I had to wait for the truck as the battery was dead. I heard the staff talking as I waited saying they were over booked on my truck size. I finally got the truck to my move site and as I started to load it I saw ck roaches in the "mothers attic" part of the truck. Already delayed a day and afraid they wouldn't have any more trucks, I killed a couple ck roaches that were visual and then loaded the truck. When I was at my new location and stuff unloaded in my house, I saw a ck roach on my stuff.I then went on u-hauls website and wrote a letter to there customer service explaining and asking for some kind of refund. I got NO reply from them.Desired Settlement: This was a terrible experience, loss of my time, and possible pest issue. The fact that they won't even reply is amazing and i'm looking for a refund.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining they would like to issue him a refund for $100 as an adjustment on his rental along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She also explained we will pay for the cleaning of their belongings they moved in the U-Haul truck.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: The U-Haul website indicated 19.95 for a 10' moving van. I called to set up a reservation to use the van for the 6 hours as indicated on the website. When I called they set up the reservation and said the cost would be 114.75. This is false advertisement. I only planned on driving it 5 miles so it should have been no more than 40 maybe 50 dollars total. The website is a scam. I will never give my money to this company and will encourage others to not give theri time and money either.Desired Settlement: If the prices are that high than indicate as so on your trucks, website and other advertisement. The advertisement for this company is a scam.

Business

Response:

July 31, [redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], a Customer Service Manager, reviewed the information [redacted] provided and offered the following response:Hello [redacted]. Thank you for contacting us regarding your concern with the advertisement on uhaul.com. We do apologize for any confusion with the rate system on our website. There is an option to enter the destination zip code which will provide the one way rate rather than the in town rate. This information is disclosed on [redacted], but is dependent on the person making the reservation to enter their destination information. If you have any additional questions or concerns, feel free to give us a call at [redacted] for immediate assistance. Thank you, [redacted] Customer Service ManagerOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a Uhaul truck & purchased the ins. that covers the truck & contents in the event of an accident. As I pulled into my parking lot of my apt. complex the side of the truck hit the carport & it resulted in a hole in the side of the truck. When I returned the truck the employees of the store were so rude & they immediately told me that was the worst they had ever seen a truck returned & I was negligent & the ins was not going to pay. All 4 employees kept going outside to whisper & text the manager, they refused to let me speak to the mngr. They showed me a text msg from their mngr, supposedly, with the words "no & negligent" as proof that I had to pay. The cost was $267 & after arguing with them for 2 exhausting & humiliating hours I paid the fee & asked for the cost of ins refunded & they refused. I filed a claim with their ins co & 3 days later they called & told me the truck was covered & I asked why I had to pay for the damages. The ins agent was shocked that they made me pay knowing I had filed a claim. So I went to get a refund from the store & again was told no & there was no mngr. I gave them the ins agent info & they called & left a msg. They called the VP of their store & put him on the phone with me & he said he was not refunding me & the ins hadn't contacted him. He was very rude. The ins agent called & all if a sudden he needed more info regarding the accident even though he told me I was already covered. I was then told I had to leave the store convo was over. I attempted to call the ins co to question why I was told a completely diff story. But they wouldn't answer. About an hour later the ins agent called & said Uhaul has the right to deny coverage if an overage was involved. The agent admitted he never heard this before & also admitted this wasn't in writing nor in my contract. After 3 days & many convos with 6 diff employees, 2 ins agents & a VP this was the 1st I had heard if this "policy". It's not in my contract or anywhere in writing.

Product_Or_Service: Insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my $367 for the damages refunded & the cost if the ins refunded ($15). I put $100 down when I rented the truck and $267 before I was allowed to leave after retuning the truck.

Business

Response:

Business

Response:

Review: On 05/24/2014 I received a contract from U-Haul stating that I have two "Ubox’s" in storage at the [redacted], [redacted] location. However, before this happened - pre 05/22/4014, which was the first contact I had with someone associated with U-Haul - I contacted U-Haul 4-5 times in an attempt to set up said contracts. These beginning conversations proved to be misleading. The customer service representatives proved time and time again that they had little to no knowledge of corporate policies, pricings, and protocol. At the time of these first 4-5 phone calls, I was unaware that I was being misled and that my contract set up by these employees was not the one I requested.

Forward to 05/23/2014, which was a day before my moving date. I called U-Haul to check in on my contract and the times my "moving help" would arrive. This is when I found out that I had not paid for "U-Haul" to move my things from [redacted] to CA but I paid for "Moving Help" to pack my goods in an Ubox and take it to the U-Haul facility. I was also notified by a representative that "nothing in the system stated that my Ubox's were to be shipped to CA" and that my contract is not eligible for there "One Month Storage Free Special". Which at the time, that promotional special was on there website. Upon learning that my entire "contract" was wrong I filed a "Customer Objection" with a man from U-Haul’s AZ location named "[redacted]". I explain everything - as I did above - to [redacted] and requested that I be reimbursed $400. Which would cover the "Moving Help" and the first month’s free storage.

My Ubox’s stayed at the [redacted] location for approximately two months (5-24-2014 to 08-07-2014). After that two-month hiatus from covering with Customer Service I began contacting them again - so that my Ubox’s would be shipped accordingly. Upon talking to Customer Service I began to notice that every time I called U-Haul they could not find one or both Ubox’s. Therefore I was tirelessly transferred from one Customer Service Rep to the next, until someone competent could help. This continued for about a week, beginning on (08-07-2014). From 08-04-2014 to 08-07-2014, I received one call a day, each from a different person stating that my Ubox’s have been shipped. It was not until 08-13-2014 when I received another call with an email stating that my Ubox’s have been "officially" sent.

On 08-06-2014 I received an email with a reimbursement "VIP" of $150.00. This was issued to me after a few days of talking to the Traffic Control Manager, [redacted] about the earlier "Customer Objection" that was filed but never resolved. [redacted] began by stating, "That Objection was resolved". I explained that it was not and that I never received any compensation, email notification or phone call in regard to the matter. After I explained my case to [redacted] the $150 VIP was issued. [redacted] stated that the VIP could be used on my existing shipment order. A day after the dispute was actually resolved I received an email on 08-07-2014 with a " Master Order Number" and a GUARANTEED arrival date by Sunday, August 17 2014.

At this point I am under the impression that my two Ubox’s are now shipped and in-route to CA. However, on 08-13-2014 I was notified by email, once again that my Ubox was shipped. I thought this was a bit strange considering I received an email stating the same thing almost a week ago (see above). Therefor, I called U-Haul Customer Service once again to inquire about my goods - to make sure everything is working. Customer Service assured me that my Ubox’s are on their way and will be there by 08-17-2014.

Now it is 08-15 (Friday) -2014 and I called U-Haul asking about my Ubox’s ware-abouts. The Customer Service Rep stated that ONE of my Ubox’s has arrived in CA. However the other Ubox is a few days behind. I then asked if my second Ubox would still arrive by the GUARANTEE date. They say yes (However they never mentioned a reimbursement compensation amount if they do not meet the GUARANTEE date). After speaking with The CS Rep I drove to the U-Haul location in San Rafael CA to unload my first Ubox. The Assistant Manager - [redacted] O’Conner apologizes for the inconvenience and states that BOTH of my Ubox’s were sent to [redacted] and that U-Haul company did not know that there was a second Ubox and that is why my second box is late. I then ask [redacted] if my Ubox will arrive by Sunday the 17th. [redacted] explains that the trucks do not operate on weekends and that I could have my box sometime late the following week. This only confirmed my earlier suspicions of a future problem with the GUARANTEED date landing on a Sunday.

I was assured that nothing would be charged to my account until this situation was resolved. Which did not make sense due to my previous email on 08-07-2014 stating, " I would be charge the full amount due five day before I receive my goods". Relating to that previous quote, how is it ok to charge someone in full for services that you have not received yet?

I continue to discuss the situation with [redacted] and ask if I can apply my VIP refund to my account. [redacted] says "no"; VIP's are only used for truck or trailer rentals. I explain to [redacted] that the Traffic Control Manager - [redacted] specifically gave me this VIP so I could use it on my existing account. [redacted] explains that he cannot do anything about it. So, I call Customer Service again, and get transferred a few times and finally speak to [redacted]. [redacted] stated that [redacted] is wrong and they can apply the VIP to my account but he ([redacted]) would have to call [redacted] and walk him through the process because billing is done at the arrival location not the shipping location (in which the same goes for the reimbursement process - the shipping location can only issue reimbursement). At this point I am behind frustrated and request that [redacted] compensate me not only for the misleading services earlier in this experience but also for the awful customer service. [redacted] explains that he can only reimburse me the $150 VIP.

It is now Monday 08-18-2014, call [redacted] (assistant manager - CA location) and explain the situation with [redacted] from the previous day. He gets me in touch with his manager [redacted]. ([redacted]) says that he cannot do any reimbursements on his end because the CA U-Haul district did not mess up the order. I would have to contact the [redacted] location. I explained that I have been doing that for weeks now and I need upper management names, professional titles and numbers. [redacted] supplies me with said information. I proceed to call Executive Assistant [redacted] located in [redacted] and The MCP, [redacted]. [redacted] never calls me back after I left a message. However, [redacted] does call me back. I explain the situation and request that a refund be issued to my account for the massive headache U-Haul and his employees have put me through. [redacted] begins to reiterate the fact that my Ubox is only a day late and can not understand why I am so upset. He then assures me that my Ubox will arrive today (Monday Aug 18th by 3pm). [redacted] begins to make excuse as to why he cannot help me but then offers a $50 a day reimbursement for every day the Ubox is late. I explain that I have talked to five employees at U-Haul and NONE of them have ever herd of this reimbursement process. I even had one employee state "I have never heard of that type of reimbursement... Well, that sounds like he was just trying to figure something out but that seems like an awfully low compensation for your troubles". So, I manage to be on the phone with [redacted] for about a half an hour and he finally says, "I'll talk to [redacted] and my boss and try to work something out. Can I call you tomorrow at 10am your time?” I say yes and hang up.

[redacted] does not call me back until two day later - after my Ubox’s have arrived (Wed 08-20-2014). He asked me "what do you think a fair compensation would be?" I say to him " Do not ask me this question when you already have an amount in your head?” [redacted] explains that he doesn't have a number and that he cannot reimburse me any more than he already has. So, [redacted] doesn't call be back when he said, in fact he was two days late and made me wait for a response only for him to insult me and say nothing can be done. I explained that I do not accept the offer that was already given to me (actually it wasn't his offer it was [redacted]'s - [redacted] really accomplished nothing besides insult me) and that he will be hearing from my lawyer. I then hang up the phone.

I proceed to call [redacted] and I am assured that I will not be billed until this issue is resolved. The next day 08-21-2014 I go to buy groceries from the store and find that my card is declined. I leave with no food and find that my card was charged in full by U-Haul on 08-12-2014. After this I called back Customer Service to file yet another Customer Objection. I explain the situation just as I have above and the Rep explains that I will be notified about my Objection within the next 72 hours. She asks how I would like to be contacted and I reply with " I would like a phone call and an email confirmation please".

Three days go by and I still have not heard from U-Haul. So I call Customer Service again. I talk to a Rep named [redacted] and she explains that the Objection has been "resolved". I explain by saying "it is not". [redacted] says that the $300 credit (that I did not accept as appropriate reimbursement) was applied to my account on 08-20-2014. [redacted] then explains that my "New" objection will be reviewed by the Review Board (this happens after a customer disagrees with the objections "resolution") and that I will be contacted within the next 48 hours. I am writing this to you a few hours after I spoke with [redacted].

I have spent over 180 minutes just being transferred to Customer Service. I have essentially been put throughout the ringer so to speak by dealing with U-Haul. My wife and I moved across the entire country, which is stressful in itself. Because of this situation I have had numerous panic attacks, no longer have any money to pay for gas (to drive to job interviews), no money for food to feed my wife and myself, I have stomach pains, muscle tension caused by enormous amounts of stress and my wife lost a job opportunity because our Ubox was not here on time (The Ubox had portfolio information that was key to earing a job).Desired Settlement: Full reimbursement for moving cost which was charged to my card = $1231.00

In addition I want to be compensated for the enormous amount of physical, mental and emotional stress that was put on us during this move. Which includes any medical problems that may have been a result of this abuse and mistreatment. As well as the loss of my wives job due to our Ubox's lateness. An additional fair compensation would = $5,000.00

Grand Total = $6,231.00

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. In addition to the refund for $350 he issued to Mr. and Mrs. [redacted]’s [redacted] account on August 21st, he issued a supplemental refund for $150 in place of the $150 VIP Certificate. Both refunds 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

Review: I rented aTruck from a location in town. I was told by the employee I can return the truck anywhere I'd like. I put a total of 30 miles on the truck. 15 miles of those were because of the distance to the pickup location. I was told that's the only location that had my size truck I requested. That was also false due to a closer uhaul rental place that did have the truck I requested. Now I am being charged an additional $240 on top of the initial rental price. I am constantly getting the run around. They keep telling me I have to wait and wait and wait. No one is returning my calls.Desired Settlement: I want my $240 back. I have no problem paying for the use of the truck. But $240 for a 30 mile trip is excessive.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] misunderstood the rental agreement. He signed a rental for in-town use but took the truck one-way. In the interest of customer good faith, a refund for the extra charges in the amount of $267.27 were issued back to Mr. [redacted]’ [redacted] account. 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 matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have been renting a storage unit from Uhaul for about 6 months. The day before yesterday I attempted to clear out my belongings. Once I began pulling stuff out, I realized that everything was either severely damaged or destroyed from mold and mildew. I went to the office to make a complaint and spoke with the GM, [redacted]. [redacted] informed me that there wasn't anything they could do because I had chosen not to pay for the additional insurance they offer. (The offered insurance does not cover mold/mildew.) He did say that I could attempt to file a claim anyway but basically sorry about your luck. I was renting an interior unit which was said to be safer than outside units. At no point when I began renting this unit did anyone suggest that insurance was important or that there had been a mold problem on this floor. The general manager never offered to look at the contents of my unit and did not seem terribly concerned. He told me there had never been a mold issue. I returned to my unit and noticed that at the end of the hall, they have a new dehumidifier. These are used to treat mold. I left and returned a few hours later to find a moving truck positioned by the hall door. I was told by the moving men that they were waiting for their customer to come back. She was in the office complaining of mold and they were not legally able to load her belongings because of the serious health issues concerning mold. I walked over to the office only to hear the General Manager, [redacted] saying the same thing in which he had told me which was that he had never had a complaint of mold before. I spoke up to say what, other than me? He did this time walk to our units, saw the damage and still did not seem concerned or caring to the fact that all of our possessions were destroyed as a result of storing them in his facility. The fact that they knowingly rent these units despite the mildew problems, that he out right lied the each of us and his lack of caring is unethical. No one would willingly pay $120 a month for a "safe" indoor unit only to have to replace it all after only 6 months. There should be a mold disclosure at the point of renting. Their supposed climate controlled units are in the same building upstairs. This is a concrete building. What is happening is that the ac upstairs is cooling as heat is rising therefor forcing humidity and moisture down. With as bad as it is, there is no way that this is the first day there has been complaints.Desired Settlement: I would like to be reimbursed for the months that I paid to have my property unsafely stored, to have my property replaced and for the other customers that are renting units on this floor to be called as a courtesy and informed of the conditions. Some of my items are family antiques that now have the finish stripped.

Business

Response:

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 Mr. [redacted] was offered climate controlled storage when he initially rented, but declined. She mentioned they do have dehumidifiers in the non-climate controlled building to help with the humidity in the area but it cannot be completely eliminated. Although we realize this is an unfortunate situation, Mr. [redacted] relayed that a refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On or about Thursday, 8/28/14 I reserved a Uhaul rental truck online, to pick up on Saturday. Although the rental period defaulted to 10 hours, I knew I would not be able to complete my move in this time, so I changed the rental period to 24 hours via the website. The rental price did NOT change. This was important, as, if it had shown me right then that I would have been billed for two rental periods/days, I would have priced other similar truck rental services. When I went to pick up the truck, however, I was told that I would have to have the truck back within ten hours or I would be billed for a second rental period/day. I protested that I had reserved the truck for 24 hours online - and that the price had not changed, nor was there any mention of a second rental period. I was told that I would have to agree to the terms I was being presented with or that I would not be allowed to rent a truck. I was also told that, on a holiday weekend (Labor Day) "You're lucky to be getting a truck at all." At this point, with my move in progress, I had little choice but to accept their terms. I told them I would not be able to get the truck back within ten hours, and they have in fact billed me for a second rental period for both the truck, and the dolly that I rented. In my mind this is a deceptive trade practice. While I do now note that, in fine print, the Uhaul website says "Subject to availability," when you rent a truck, it should have been made clear at the time that a 24 hour rental period was not going to be available for me. By the time I got to the counter, I had no choice but to accept their terms - they had me where they wanted me.Desired Settlement: I should be refunded one rental period for both the truck I rented, and the dolly, which comes to $49.95 plus 8.25% sales tax, for a total of $54.07. Uhaul should also change their online truck reservations. If the standard rental period is X hours, and a customer requests a rental for longer than that period, the website should CLEARLY show that the customer will be charged for two rental periods.

Business

Response:

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. She informed our office a refund for $48.78 was issued back to Mr. [redacted]’s [redacted] account on September 11th and should post on his next credit card statement.As we value Mr. [redacted] as a customer, Mr. [redacted] explained they sent him a $30 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

Review: I have a storage unit with uhaul I have been unable to afford. They contacted me and said if I didnt do something it eas going to auction. I understand that part as I have had several storage units in the past. No big deal. However I go to get gas off my payroll card and it was denied after checking my account I see that the money has been taken off by uhaul. Without my consent permission. I call and the manager days it is the settlement I can just take my stuff out of storage. So I agree. Now she wont let me get my stuff. The company is rude and when.I called regional manager she didnt want to do anything about it. In my eyes you tookmy money thats stealing.Desired Settlement: I want the situation taken care of.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], Being that you are the customer with the boyfriend that stole the managers IPAD and the police report was made against the both of you I do not believe you are allowed back on premises. You may have the [redacted] police come with you as we are accepting the 50.00 as a settlement and you must remove your belongings no later than 09/30/2014. And you must leave your storage room free of any and all of your belongings. If you need to contact me my number is ###-###-#### [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have called UHaul's company president [redacted],**. 3 times and haven't been called back to resolve my issue. On Sunday 10/5/14 at 9:49, I rented a truck that broke down less than 3 miles from the store. Between waiting for Uhaul's roadside assistance (who took over an hour to arrive, spoke to me in a very condecending way and was smoking the entire time he attempted to fix the truck) and getting the run around from Uhaul, it took me 4 hours to get back to the store to get another truck, at 1:55. My trip would've taken me less than an hour to get my items, drop them off home and to bring the truck back to Uhaul. Instead, it turned into an over 5 hour ordeal where I was told to bring the truck back the next day. All this was on my daughter's 19th birthday in which her party was supposed to start at 2PM. This issue took a huge chunk of my day and I feel that this this was handled is totally unacceptable- the mechanic even said that this was not a new issue and the truck shouldn't have been rented to me. I spoke to the general manager [redacted] and haven't gotten satisfactory assistance with this issue.Desired Settlement: A full refund of the $35.16 I paid would resolve this issue for me.

Business

Response:

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. He informed our office he spoke to Ms. [redacted] and offered his apology for the breakdown and issues leading up to her filing a complaint with your office. Mr. [redacted] advised Ms. [redacted] he issued her the refund for $35.16 as requested back to her [redacted] account. The refund should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The last three days have been a nightmare dealing with Uhaul. On 10-13-2014 we ordered parts online to be installed on our van on 10-22-2014 in the Kalamazoo, MI location. We called the night before to see if we could drop the van off and we were told out appointment had been changed to Saturday the 25th without our knowledge and no one called to let us know. As we explained we had to move this weekend that is why it had to be done Saturday. They called around and get us into Jackson, MI to have the work done. Kalamazoo location meets us off I-94 with the parts we ordered, so we thought. [redacted] the General Manager said they had to substitute the trailer hitch we ordered and that this was a better hitch. Get to Jackson they can't put the hitch on because they can't to welding, which this hitch

required. They did put the wiring on, the brake controller on and the transmission cooler. I leave and get home and the transmission is leaking all over the place. So to say the least the problems continue. Uhaul has now caused our van to leak and need fixed now and the wiring doesn't work properly. So now we are out our van and no way to move this weekend. Also while I was in Jackson, Mi a person started yelling at the General Manager [redacted] accusing him of stealing and doing this in front of myself, off duty police officer and 3 other customers right out in the open. [redacted] states he has been there 9 years and is not going to jeopardize his job having a 4 year old son over $247. He says he is going to check the tapes to find out if he

stole the money and finds out he did not steal and that he was wrong. He did not even apologize to [redacted] for either. He also made the comment for all to hear "They are smart enough here to figure that out". So I speak up just as was the off duty officer was going to and I tell this person, which is [redacted] - GRAND RAPIDS REGIONAL MARKETING COMPANY PRESIDENT. So I speak up and say to this [redacted]

[redacted] "That he is being very disrespectful to his employee. You don't accuse employees in front of customers - you should take them to the office, close the door and have your discussion". I also said to [redacted] "I have been a supervisor for 20 years and would never do that in front of people and especially customers and you did all this over $247 that he didn't even take anyway. You should have made sure and

had proof of your accusations before accusing someone". This is EXTREMELY BAD MANAGEMENT - YOU NEED TO FIRE [redacted] MEREDITH. I also took pictures and videotaped all of this and I have names and phone numbers of witnesses. If nothing is going to be done about ALL OF THIS I will take further action. Also this [redacted] dresses like a slob, I do not know

where you get your managers from but appearances make a BIG impression on people. The ONLY person who has been helpful through this whole thing is [redacted] the General Manager in Jackson, MI.Desired Settlement: The other 10 people in your corporation have not been helpful and have not returned any of our phone calls. We have filed TWO complaints so far and no

responses - That too is very BAD PRACTICES. We have to move this weekend and we want a LARGE TRAILER AND DOLLEY TO PULL THE VAN for our move this weekend. If we do not hear back from you on this by Friday we will escalate these problems. We have also sent this letter to the Revdex.com of Arizona.

Business

Response:

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

[redacted], our Executive Assistant for our Western Michigan Regional Office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office they did offer an apology for the scheduling problem with the hitch at our Kalamazoo U-Haul location. Mr. [redacted] stated he noticed that our GM tried to contact Mr. [redacted] by phone and also by email. Once he was contacted, our GM did everything in her power to make the situation right. At the time Mr. [redacted] wanted the hitch installed, we did not have the manpower available. Our GM scheduled the appointment with our Jackson location, which is 45 minutes away. Our GM then met Mr. [redacted] at Exit 95 off I-94 to provide him with the hitch so he would not need to travel to the center to obtain the hitch. Once Mr. [redacted] arrived at our Jackson location, our GM there noticed there were brackets welded over the holes where the bolts go to secure the hitch. However, we did install the brake controller and a transmission cooler. When Mr. [redacted] left, he noticed some fluid leaking. Our GM explained to him there was a possibility that a clamp could have hit a line. Mr. [redacted] was told he could bring it back or take it to the dealer for repairs and we would reimburse him for the repair. Mr. [redacted] stated a full refund in the amount of $266.70 was issued back to their [redacted] account on October 23, 2014. The refund should post on his next credit card statement if not already. He also added that the information regarding Mr. [redacted] has been addressed with all involved. Please be assured we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a Uhaul trailer on 8/3/14 from this location. My truck was did not have a high enough tow capacity to ever haul this trailer. Also, the trailer was hooked up by the uhaul employeees as required in the contract. The work was done improperly resulting in severe damage to our 2008 Ford Ranger. Although fault was admitted by the employees of Uhaul, the damage has not been taken care of.Desired Settlement: We are asking simply for a refund in the amount of $617.74 for the damage to the truck as well as the amount of the rental to make up for the undue stress that this has caused.

Business

Response:

November 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Kansas Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] had filed a claim with [redacted] Insurance Company. After their investigation, they concluded the hook up was done properly and the equipment was in working condition, therefore, the claim was denied.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented a large truck from U-Haul to do a one way move my elderly mother-in-law ([redacted]) from New Albany, MS to Midlothian, VA this past weekend. The truck was great. The only thing we were required to do when we returned the truck was to make sure we filled up the tank back to the level it was when we rented it (9/16ths). I stopped by the gas station on my way and filled it back to the appropriate level with $70 worth of fuel to get it past the 9/16 mark. When we got done unloading the truck the U-Haul location was closed. The customer service department walked us through the key drop process. We received an email a few days later advising we were being charged about $150 for a fuel charge. Their records stated there was only 3/16 worth of fuel. We immediately called U-Haul and made them aware of the error. They advised they would look into it. Today I received a phone call from the local regional sales rep [redacted]. He was very rude and basically accused us of lying. I advised I have the receipt time stamped showing we put the $70 worth of fuel in it that evening before dropping it off. He said "how do we know you didn't just fill up multiple vehicles to trick us". I advised that comment was absurd. He then stated he didn't care if we paid it b/c the collection agency would just ruin our credit if we didn't pay. At this point since U-Haul has a policy allowing people to drop off the rental after hours and we have a receipt proving the fuel was purchased, it would be unethical of U-Haul to strong arm people into paying an unjustified bill. They are charging us a premium of $5.00/gallon when fuel is $2.59 and also a $30 fueling charge and another $30 for a promissory fee b/c the bank thought her card was stolen when U-Haul tried to make an additional charge and didn't let U-Haul charge the card. And they admitted they didn't actually fill it up. They advised they just rented it out with it's current fuel level. They cannot even prove to me that they put in any fuel above the 9/16ths level it was when I properly returned it. It is wrong that U-Haul is trying to charge us almost $150 for $86 in fuel they claim it was missing when we have proof of receipt for the fuel purchased.Desired Settlement: U-Haul should accept the receipt we have proving we filled up the truck and apologize for taking the strong arm approach to force people to pay unethical charges and for threatening to ruin peoples credit if they don't pay for something they don't owe.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Coordinator, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted], We received your letter from the Revdex.com. I have not been able to find a contract in your name. Is it someone else's name ? I also tried [redacted]. Would you please give me the location where the equipment was picked up and returned, including city and state. The contract number would also have all that information. With the additional information I will be able to have the Regional President review your concerns. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented a 26' truck from this uhaul on 1/31/2015. The truck had a hard time starting in the first place. We thought it was just cold outside. No, we didn't get it about three miles down the road and it stalled. A car almost hit us because we were stuck in the middle of the road. A few more miles later, it completely cut off. My brother in law was behind us in our car. They had to jump the truck on the side of the road. We tried to call the uhaul place back and tell them of this. They never answered and we never received a phone call back. This incident is totally unacceptable. This slowed down our moving process down at least two to three hours. We would like our money back.Desired Settlement: DesiredSettlementID: Refund

We paid for the truck in advance unknowingly that this situation was going to happen. I have emailed the manager and took their online survey and mentioned it in there to which there was no success. We would like a refund of $94.36 mailed to the above address. Thank you

Business

Response:

February 12, 2015

[redacted]ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office located out of[redacted], VA, followed up on the information Mrs. [redacted] provided. He informed our office a refund for the full amount of the rental was issued back to the [redacted] account ending in [redacted] listed on the rental contract. The refund for $84.93 should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

If you're driving a U-Haul truck for someone who's moving, make sure the person doesn't run into any problems with U-Haul's billing department. If they do, you're screwed if you want to rent equipment until the other person's bill is paid.
I helped a friend move out of her house but she wasn't able to complete her intended trip. She unload her belongs into storage and returned the truck to the place from which she rented it, as instructed by a U-Haul representative. U-Haul's billing people disagreed and charged her for the full one-way trip plus the extra days, even though she didn't make the journey. She's in dispute with them over the bill.
My story comes in when I wanted to rent a trailer from U-Haul last week but couldn't. Even though my name does not appear on the woman's financial contact, because I drove her truck -- they took a copy of my license for their records -- I'm denied service because of my "association" -- a U-Haul's rep's word, not mine -- with the person they consider owing them money.
First, U-Haul's employees are guilty of discussing someone else's financial business with me. She hired me to help her move, and her financial business with U-Haul is not my affair, nor should be discussed with me.
Secondly, this approach lacks ethical business practices. It's nothing less than extortion: U-Haul's hoping I will put pressure on the woman so I can continue doing business with them.
Well, I've got news for U-Haul. If this is the way they are going to treat customers, I'll take my business elsewhere and encourage others to do the same.