J.R.J. Tara Corporation

Review: To whom it may concern:

Last friday June 7th, 2013 I called the nearest u-haul store to my work office and was transferred to what I believe is a centralized phone system, though they could pull up information about my local store. I asked the telephone representative if they had boxes in inventory, and proceeded to reserve six (6) boxes at my nearest retailer. She confirmed they had inventory, and confirmed reservation and assured me she would communicate with local store. I have an extremely tight schedule, and had limited time to get this done, I drove out to the retailer shortly after hanging up the phone and making the reservation. I was then driving around for at least thirty minutes trying to find the u-haul store, parked, walked and could not find it. I then called the same number back for directions, and the same woman confirmed the address and only when I said "I don't see any u-haul signage anywhere" she said "Oh, I'm sorry, it's called [redacted]". This is my first issue with what happened that night. When I called to make a reservation at an authorized u-haul retailer, which is fine, when confirming that reservation the first thing someone on the phone should have said should have been "By the way, the name of the store is not as it appears to be online, this is where you are going". We spent about ten minutes on the phone, and only when I called back and asked very specific question did I receive such important detail.

When I arrived at [redacted], they did not receive my reservation and I specifically asked for her to request to put the boxes on the side as I was in a huge hurry. Not only did the store owners not receive my reservation, they did not receive any communication from u-haul, nor did they have any boxes in stock.

As one can imagine, I was extremely frustrated. Therefore I called back and spoke with phone representative about the miscommunication that had just occurred, and pointed out these issues with their alignment. The response I received was extremely dismissive. This was an opportunity for someone at the customer service level, to bring up bigger issues to upper management. Though not necessarily her job description, I understand that, but a somewhat proactive approach or at least a proactive response to sending a loyal customer on a wild goose chase to a zero inventory not-labeled u-haul store would have been appropriate.

I hope that from this anecdote upper management, or whomever is responsible, is able to reach out to those customer facing staff and gather feedback from them and also encourage their staff to bring up issues they see day-to-day to properly manage the expectations of your new and repeated customer.

I've used u-haul services for all my moves, including this past one, not only for materials but also van rentals and expect to be treated with a bit more respect, caution and the customer in mind. Not wasting an hour and a half of my time to only find out your system reflect wrong inventory.

With that being said, I was forced to buy my materials at a retailer with extremely inflated prices costing me $60 dollars instead of what would've cost me $12 at u-haul. I would like to be reimbursed for the additional cost of $48 dollars.

I appreciate your time and hope to see bigger and better things from u-haul in the future.Desired Settlement: I would like to be reimbursed for the additional cost of $48 dollars.

Business

Response:

June 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted]provided. He was unable to locate calls made by Ms. [redacted]into our Call Center with the telephone provided. Please be advised that U-Haul does not make reservations for boxes or any packing sale items.

As we value Ms. [redacted]as a customer, Mr. [redacted]sent her a $40 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: rented a uhaul trailer payed in full with cash. the tounge of the trailer broke and we began notifiying auburn location, finally went on line with chat line with uhaul. They helped us with roadside sevice an d they said they would be right out. we contacted them 2 more times and they picked up the trailer on 12-15-12. The auburn locations is saying they picked it up in our yard on 12/31 12 and charged us for 22 days on the credit card. The trailer was never there on the 31st. We live on the main street in town and the trailer was not seen by anyone because it was not there. they said they tried to call. My phone records prove they did not, they said they emailed again it was not the truth. Tell me if we did not call in for roadside asist how did they know the location where it was then? [redacted] says he picked it up at auburn I would like to know how he pulled it the tonge was broke off! We called several times for help with out getting it when we called road side servce. We filed fraud charges with the bank. they also show record of the knowledge of needing to be picked up I have ordered every of recorded and documentation from uhaul for my records. this location should be ashamed of the way they have treated us rude indignity disrespectful. $700.00 is a lot of money, we are disabled as well as up in years. should I call the police and file a report I don't know how to handle this? Please warn people of this we barely can make it on a fixed income and now this. SHAME on these placeDesired Settlement: I want this to be resolved. How would they know the location for pick up it was not on the contract what so ever If we hadn't not called for help? I believe we should be released from this untruth as well as the dishonest employees terminated someone has lied and I have plenty of people that can testify that trailer was not there after the 15th we had just buried my father and the trailer was rented to bring his things home. what a sad thing to do.

Business

Response:

January 10, 2013

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

Ms. [redacted], our Field Manager for the U-Haul Company of Southern WA, followed up on the information Ms. [redacted] provided. She informed our office she had attempted to speak to Ms. [redacted] on several different occasions and also sent an email requesting a return call but has not heard back. Ms. [redacted] did leave a message explaining she had the trailer checked out and it was found that the tongue of the trailer was not broken and has continued to be rented out without incident. She provided her telephone number if Ms. [redacted]/ [redacted] or Mr. [redacted] wished to speak to her.

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: 8/22/14 I contacted Uhaul to arrange an install for a camper trailer hitch. I was scheduled for 8/26 by the installer himself. He ordered the part with 2 day shipping for the install. I at that point made reservations to go camping from 8/27 through 9/1. On 8/25 I was called and informed by the installer stating that he would not be available that day and could hot do it until 8/28 and at that point I decided to pick up the part and install it myself. On 8/26 I tried calling several times to see if the hitch had arrived but no one would answer the phone. I left work early to go directly to the store and waited in the store for 15 minutes because there was no one around. The girl looked for the package but said it did not come in. She said possibly there would be another delivery at 5. I tried calling after 5pm and no one answered the phone so again I drove to the store to check on the part. Keep in mind the store would not answer the phone and customer service passes you around the world and basically just messages the store. This was done all day long!! After waiting inside again for 10 minutes because the girl was outside moving around vehicles she came in. She looked on the computer and advised it has still not come in. When I advised I tried calling all day she advised she was busy. On 8/27 I contacted the store Manager and he was going to check on the delivery and call me. I did not receive a call until 8/28 after 2pm that the part would not be in. We left for NH trip figuring we could use a tent the first and return with the camper the next day. However the campground advised us they were an RV only campground and we ended up having to get a hotel room for $65 also loosing the $55 sight we had reserved. 8/29 we waited until 130pm to hear of a status of the delivery trying to call the store again. Contacted customer service and they advised the Hitch would be in by 3. Which means another paid reserved night lost. Now leaving no time to install the hitch and travel tonight.Desired Settlement: $51 gas cost for the extra drive to come back and get the camper hitch.$120 lost payment for reservations. Total $171.00Customer service was horrible. When contacted I talk to girl told her my issue and all of the sudden I was on hold. No indication that she was transferring me.

Business

Response:

September 12, 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 Rhode Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr [redacted], I have been authorized to grant you the reimbursement of $171.00. I will issue to the card I have on record. Sincerely [redacted] EA Uhaul of RI ###-###-####

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: Rented Uhaul van that then needed repairs that took 19 hours to complete (spanning 2 of the 3 days the van was rented); they refuse to credit 2 days

I rented a Uhaul cargo van from [redacted] on Friday August 9th at 9:00 AM; and returned it today (Monday August 12th) at 9:00 AM. I rented it to transport inventory and fixtures from my business to and from the [redacted] on those days.

Within a block of this location the tire light went on--turns out one tire was nearly flat and two others were low. This dealer was completely unresponsive and unsympathetic to my call for assistance, made mid-day on Friday, after I inspected the vehicle. My message to [redacted] went to voice mail and no one responded--at all, not even to say call Roadside Assistance.

Their excuse? They're running three businesses from this location (a used car lot, a garage and Uhaul rentals) and can't be bothered with service issues, even though they are the ones who benefit most from Uhaul rentals such as mine.

Uhaul Roadside Assistance, which they rely upon for service, was a joke, too. It took from 2:00 PM Friday to 10:30 AM Saturday to get a tow truck to the van to change the tire and put air in the other tires. Meanwhile I missed two opportunities (on Friday evening and Saturday morning) to make deliveries to my booth at the [redacted].

When I returned the van [redacted] made no accommodation on my charges for the two days the van was unusable, due to their poor maintenance. They charged me for a full three days of use, even though the van was unusable at the times needed on two of those days. They are completely unapologetic about this situation and have referred me to Uhaul for satisfaction of my issues, a giant waste of my time. This is unacceptable, if they can take my money, then they also have the ability to give it back in a situation that is so clearly due to their lack of vigilance in maintaining the vehicle.

Also, this van, with less than 4,000 miles on it, smelled badly of smoke--it was just disgusting. Needless to say, perhaps, but I won't be renting Uhauls again on the basis of this experience.Desired Settlement: I believe I am owed a refund of $67.58 (i.e. 2/3 of the $101.37 I was charged for the three day rental), which should be credited to the [redacted] credit card with which I paid. They will attempt to refund with a voucher for future rentals, but this is unacceptable, as I will not be renting from Uhaul again and feel I should be compensated in the same manner in which I paid.

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she sent her the following email:

Good Morning Ms. [redacted], I've received your information regarding your recent U-Haul rental. First, I'd like to apologize for the delays and inconveniences you experienced. After reviewing your rental notes it seems we dropped the ball with assisting you get your move completed in a reasonable amount of time. I've refunded your request of $67.58 back to your [redacted] card used for the rental. Your frustration with this situation is understandable. Our goal is to make moving easier rather than complicate it - we've failed with your rental. I see you've spoke with the Area Field Manger regarding this move, I will follow up with him to ensure he's spoke with dealer on how to handle these situations to get our customers on their way. If there's anything further I can do to assist you please let me know. Thank you, [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

Review: I was erroneously charged for damage to a truck after returning the truck and receiving a clear report of no new damage. After receiving the telephone quotcall this numberquot run around from U-Haul, I was instructed to return to the rental site, which is twenty minutes from my home and/or office. The representative at the counter told me, quotI donapost know why the customer service person on the phone said to come in. There is nothing I can do.quot Finally, after hours of phone calls and about 30 minutes in the store dealing with a named Regional Manager ([redacted], who I was later told was not a regional manager), I finally got the damage charges refunded. I requested a refund of all my money (balance of about $120) as I have lost time on the phone with U-Haul for their error, lost time at work to go to the U-Haul office (which I was told I had to do so in order to resolve the problem, only to find out that was not true either), lost gas for driving to the office again (which we all know is expensive), and their erroneous damage charge caused overdraft fees in my bank account. Again, after days of calling and trying to talk with the manager ([redacted], who was on vacation when everything first occured), a cust serv rep from the store (which I found out was another dishonesty) told me to contact national cust service. I called the national center and was told a refund would be issued. Later that evening, [redacted] called me and told me they would refund only the overdraft fees if I submitted my bDesired Settlement: I would like the $120 refunded to my account. I will not accept store credit as 1) U-Haul is a specialty store that is not part of daily life use so the store credit has the probably of expiring before I use it, 2) store credit does not put gas in my car, adn 3) I have not intention of using U-Haul again after the way they have mismanaged my account and offered such poor customer service.

Business

Response:

September 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Riverside, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She relayed that he was not willing to send in bank statements verifying overdraft fees but is requesting a refund for the entire rental. Ms. [redacted] explained that since he did use the U-Haul equipment and completed his move, a refund would not be issued for the rental.

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: Friday August 31, 2012-When we picked up the U-Haul truck it was damaged all over. I wasn't sure we should even take the truck it looked so bad. We were never given a damage report but were assured by the man who walked around the truck with my husband that all of the damage was documented. My husband drove the truck as he is a licensed CDL driver. We returned the truck Saturday evening by putting it in their (U-Hauls) Return Lane and the key through the key return slot as it was after 10pm. I missed a call at 9:24am the next morning (Sunday) from U-Haul and when I tried to call back, I was immediately placed on hold and then disconnected three times.The fourth time (approx. 11am) I called, I finally got to speak to someone; the person asked me if I had returned the truck? I told him it was parked in their return lane and that we put the key in their rental key return slot. He asked me to hold, when he came back on the phone he said they did have the truck and thanked me for calling. Received a call at 11:30 am; it was U-Haul stating we had returned the truck with damage. They said there was a lot of damage and wanted to hear our story. I told him we did not damage the truck we returned the truck in the same condition we had received it. They billed my credit card for damage any way.My husband and I went in to the U-Haul store on Monday to speak to a manager.The manager said they would never send a truck out with the damage it had now so we must have damaged the truck. It is our word against theirs. When we offered to get WGAL(local TV) involved the manager said we were threatening him and we would have to leave or he would call the police. We left and filed a complaint with U-Haul corporate and have still not been refunded for the damages billed to my credit card.Desired Settlement: I would like the damage charges removed from my credit card and an apology from U-Haul for all of the inconvenience. This was supposed to be an easy "Local" move but has become anything but!

Business

Response:

October 3, 2012

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

Our records indicate a credit for $48.05 was issued back to Ms. [redacted]'s Master Card account on September 13th. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Nov. 5th 2013 at 8:30 am I need it to rent a pick up truck, I went to close by location they didn't have the pick up truck, instead the sales person offer a 10' for $29.95 for full day and a charge of $0.79 for every mile, when I drove the truck in the highway I discovered that the the alignment of the truck was off I had to drive only 35 MPH in the highway the truck was all shaky and moving side ways, it was very dangerous drive I feared for my life every second, I returned the truck before finishing the job at 11:30 am, I complained to the sales person about the alignment, he smiled in my face and didn't take it seriously, and said I will let them know about the problem with the truck, but still he charged me for the mileage and for full day rental the total of $100.30 for 3 hours only.Desired Settlement: I couldn't complete the job, I had to get another truck and pay $60.00 for the owner to use his truck

Business

Response:

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

[redacted], our President for our Detroit regional office, followed up on the information Ms. [redacted] provided. He advised our office he confirmed the truck Ms. [redacted] rented was in need of a repair after her return and we appreciate her feedback. We must rely on customer feedback in order to keep our equipment rental worthy in between our routine preventative maintenance checks. Mr. [redacted] spoke to Ms. [redacted] and also sent her the following email:

Per our conversation today U-Haul will be reimbursing you $100.30 that was charged on your card for the truck you could not use. Thank you for choosing 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: Complaint taken via phone by Revdex.com staff as follows: Consumer rented a storage unit from this company. When the consumer's daughter came to pick up her property from the storage unit, she found the unit was rat-infested. The consumer contacted the company who gave her information on how to file an insurance claim. The consumer contacted the company's insurance company who told her they would be in contact with her. The company's insurance company told her they "don't do rats". The consumer then contacted the owner of the company who will not return her phone calls. The consumer paid renter's insurance for one year.Desired Settlement: The consumer would like to be reimbursed for the damages and for her one year's worth of insurance and rental payments.

Business

Response:

October 11, 2012

Thank you for your

concern for our customer Mrs. J[redacted].

Ms. Heather Penix, Senior

Staff for the U-Haul Company of OH, followed up on the information

Mrs. J[redacted] provided. She informed our office she spoke to Mrs. J[redacted]

and advised her of a check she issued in the amount of $1,000 as a

resolution to her concerns. 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,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Consumer

Response:

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

Regards,

Review: I rented a 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: was charged and extra day for a rental. had four days to retyrn equipment and I didn';t even have it 24 hours. business could have checked security cameras to confirm this but will not or neglected to. also charged for insurance which I have a receipt shoeing that I paid it at time of rental.Desired Settlement: refund all money that I paid for the extra 3 days and charge me for only one day and drop the extra charges that are completely ridiculous.

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage at Chinden Blvd, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] signed the contract with a due date of October 24th at 9:16am. The Tow Dolly was not returned until the evening of October 24th, thus the charge for a late fee. In the interest of customer good faith, a refund for $30.74 was issued back to Mr. [redacted]’s Master Card account, which 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:

THE DOLLY WAS RETURNED ON THE 20th PERIOD. YIU ARE EITHER TOO LAZY TO REVIEW YOUR VIDEO CAMERAS OR THE CAMERAS DO NOT ACTUALLY WORK AND YOUR NOT WILLING TO ADMIT IT. EITHER WAY YOUR BUSINESS PRACTICES ARE EXTREMELY SUBSTANDARD UNFAIR AND A GENERAL WASTE OF TIME TO YOUR CUSTOMERS

Business

Response:

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

Mr. [redacted] rented a Tow Dolly on a one-way contract, which includes a one-way flat fee. We don’t charge by the day on a one-way rental. The days allowed is generous to allow for any unexpected delays or detours during the move. We would rather our customer not have to rush to their destination just to return the equipment on time. Mr. [redacted] states he returned the Tow Dolly on the 20th, the same day he rented it. He still rented it one-way and is responsible for the one-way rental fee. If he had rented the Tow Dolly on an in-town rental, he would have been charged for the amount of time he kept the Tow Dolly but would have had the inconvenience of returning the Tow Dolly to the same location he rented from. I apologize if there was a misunderstanding on how our rental rates work and the amount of days included in his rented, however, Mr. [redacted] is not due back a refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a trailer through UHaul for July 25, 2014 one week in advance. I went to the location [redacted] to get the trailer and they did not have one on hand. They have a reservation guarantee and if your reservation is not there they will issue a $50 check for the trouble. The manager refused to fill out the paper work and told me I would have to wait until the next day to get a trailer. I told him no that I reserved it for today (July 25) and I want it today. He sent me across town to get a trailer that he signed in (out of company procedure) and issued that trailer to me. I called the Uhaul 1800 number and it is now September 8th and I have called multiple times and wither been hung up on or I was told you will hear something in a few days. I have been through this battle to long and I need help getting what I am owed. Last time I spoke with UHaul I told them I was also going to press the issue of me getting a refund of the trailer rental onto the credit card that was used at the time. They will not return calls or issue any kind of check and I want now the $50 and the $33 for rental.I will never use Uhaul again! Desired Settlement: $50 reservation check (for not having reservation on hand)$33 refunded back to credit card used for trailer rental Please call to discuss more ###-###-####

Business

Response:

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

[redacted], our Field Manager for our Charlotte Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] advising him of a refund for the $50 Reservation Guarantee Fee he issued to his [redacted] account on August 6, 2014. If Mr. [redacted] has further concerns, he can contact Mr. [redacted] to discuss.

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: THE FOLLOWING NOTE IS MY COMPLAINT AS WELL AS WHAT I SENT TO U-HAUL DIRECTLY:

I'm 100% done with your company and I am contacting my Lawyer to do further investigation into yours all practices. I recently rented a truck from you all and kept it for longer then expected (as most movers do) and ended up paying a rate the is just unbelievable for the time I had this truck. I was very poorly informed that I would be paying the $14 Safemove charge DAILY and not one-time. I was not informed that I was to be charged $1 PER MILE and lastly to top everything off, my credit card went dead because I had ordered a new one but did not activate that one and was using my old still and your representative called me being VERY rude and even saying "what the [redacted]" while trying to update my card (i was extremely polite and can give you the conversation verbatim should we need to take it a step futher) ... However, I'm not out to get that person because I was the BIGGER person and she changed her attitude after I made it clear that she was being unprofessional. Bottom line of this whole situation is yes, the customers should be aware of everything [redacted] is involved in however it is STILL the companies job to review this info with whom you are doing business and hold a certain etiquette with the public that you all are dealing with. I feel that I paid entirely too much money for the time I had rented your truck and it's robbery. After reviewing others complaints online It's clear to me that your company has reached the tipping point and is waiting for your heir to UN-thrown U-haul as the top moving specialist. P.S. this isn't the first time I had an issue with you all ripping me off either, the first time I had rented a truck and got cheated out of $25 dollars in gas and had another rude representative on the phone AGAIN. I'm not a rude person and I'm not a cheater, my track record will prove this without tarnish...I'm a person who stands up for himself and others. Thank you and I will be contacting the Revdex.com.Desired Settlement: I would like to have $294 dollars refunded back to me for the extra 21 days I was paying for the $14 safemove charge that was presented as a one-time fee ( I had the truck from 5-13-13 through 6-3-13 and for the $25 that U-haul took from me for gas money I was not responsible for (a younger representative did not do the paper work correctly even after I questioned the notation of the gas hand at the time of rental) last time I rented a truck from them 2 years ago. I would also like one of two other complaints to be addressed. I would like to hear about or meet at least one nice and pleasant U-Haul worker. U-Haul is not doing well in customer service what-so-ever because they are currently almost a monopoly and he company knows this.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted]provided. Please be assured we realize there is never an excuse for rudeness and it will be addressed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] informed our office that Mr. [redacted]signed a rental agreement on May 13th for a one-day rental. The rental agreement clearly showed all the potential charges inclusive of the daily rental rate, the per miles charge of .99 and the Safemove Protection fee of $14 per day. Mr. [redacted]kept the truck for 20 days, which during this period our U-Haul Center modified his contract 6 times to accommodate him. Mr. [redacted] mentioned that in Mr. [redacted]s letter to your office he stated he kept the truck for longer than expected, "(as most movers do)", which is an indication he was fully aware of his actions. The fact that his credit card expired is not the responsibility of U-Haul. After reviewing this incident, we feel our center personnel did nothing less than accommodate Mr. [redacted];s rental needs by extending his rental half a dozen times. All charges on his contract are correct. It is standard procedure for the center personnel to review the potential charges with all of our customers and it is also required that our customer review the contract before signing and present any questions that are unclear. Mr. [redacted] relayed that a refund was not warranted.

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: Hi,

I made a reservation with UHAUL for a pickup at Saturday morning on 24Aug. I even got the confirmation email after the reservation:

You are scheduled to pickup your equipment at [redacted] on Saturday, August 24, 2013 at 9:00 AM.

After that I made all the arrangements like movers etc. for morning time. I am also paying movers for the morning time.

Now the Uhaul has changed my reservation without my information and they are saying this is not a confirmation.

Because of this I will be losing lots of money . time etc. And if I get a truck at different time , I will not even have movers to help me out.

I contacted them several times. They never pick the phone. Customer service people were misbehaving. Everyone is asking me to contact different person.

I got a confirmation email and a confirmation number: [redacted].

Now they are simply not accepting it and leaving me in a situation where I cannot go anywhere else.Desired Settlement: I want that I should get my truck for the time I reserved it and from the same location. I also want to get compensated for the problems that they have caused and the time I have spend calling them.

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:.

Mr. [redacted], We have received your complaint in regards to your rental on August 24th. We apologize for the miscommunication in regards to your rental. What we can do is offer you a 17' truck at our [redacted] for 9:00am. I will send a confirmation of this via email so that you can have that stores information on hand for Saturday morning. We will issue you a $50 Reservation Guarantee for the inconvience and hope that this helps smooth out issues with your move. Please let us know if you have any further questions at ###-###-####. Best Regards, [redacted] Traffic Control Manager U-Haul Marketing Co. 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

Review: We rented a car trailer from the [redacted] Uhaul. The trail was either defective or the employee did not hook the trailer up properly and as a result we could not complete our tow and our 2 day old winch was damaged when the trailer came loose from the trailer hitch. The employee who disconnected the trailer from our truck said the trailer lock on the trailer was loose and warn. But I believe it wasnt tightened properly. I talked to the manager and all he did was make excuses to why it was not there fault. He said it was our fault because we did not double check to see if it was connected properly. The hitch failed within an hour of the pick up of the rental.Desired Settlement: I would like a refund for the rental and some compensation for the damage to my 2 day old winch.

Business

Response:

January 2, 2013

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

Mr. [redacted], our President for the U-Haul Company of Western MA and VT, followed up on the information Mrs. [redacted] provided. He informed our office he was aware of Mr. and Mrs. [redacted]’s concerns and has made attempts to reach them by phone with no success. He did receive a call back from Mrs. [redacted] and she asked him to call her home number but he received no answer or answering machine to leave a message. He relayed that he personally inspected the equipment involved and found no defects. He would like the opportunity to address their concerns and can be reached at his office telephone number, ###-###-####, or direct at ###-###-####.

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 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 in [redacted] on May 3,2013 to move to [redacted]. Packing was really slow. When I started to drive, the truck would start to buck like the truck and trailer were going to separate. I had to slow down to under 40 MPH just trying to gain control of the truck. I pulled off the road at the first town in Wyoming and called the emergency road service with UHaul to tell them about the truck. He would not believe me and said there was not anything wrong with the truck. He said all I had to do was let the truck sit for awhile and then drive it around slowly. He was not going to send anyone out because he knew that there was no problem with the truck. I couldn't take the driving anymore so I had to get a room. It was just under $100.00 and it delayed me another day. Come to find out, the guy didn't make a record of me even calling in. So when I tried to explain to UHaul about the circumstances they had no proof I even called. I got to the Denver area late and couldn't find a house in a day so I called UHaul regarding the extra time. 2 ladies named [redacted] told me not to worry about it. I could have the truck until Monday May 13 but if I went over that time I would have to pay $40.00 a day plus insurance. I said ok. I got to [redacted] ave. in Denver to return the truck on May 15th. So, I thought I would be charged for 2 days. They opened a dispute#[redacted] and said they would contact me within the week before anything was done. Instead, they charged my credit card $370.58 and never got back to me. I don't think this is right. I agree I owed for the additional 2 days but they soaked me. And never let me know.Desired Settlement: I believe that I owe for 2 extra days at $40.00 a day plus insurance since that is what I was told on the phone as I drove here. I was charged extra miles which didn't count the 32 additional miles I was given. The total doesn't add up to $370.50 and I don't believe that they should be able to charge whatever they want and NOT what was agreed upon. There are so many additional charges that I don't understand. Thank-you for looking into this matter.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] rented the U-Haul truck on May 3rd with a due date of May 7th. On May 7th Ms. [redacted] contacted U-Haul to explain she did not believe she would be able to return the truck on time due to the fact she did not have a house yet. She was advised of the late fees. On May 10th we made attempts to reach Ms. [redacted] and it was at that time she was given 3 extra days, which gave her a total of 10 days for the rental. On May 13th Ms. [redacted] contacted us again and said she still needed the truck longer. We offered her a month of free storage to store her items until she found a place to live and so that she could return the U-Haul truck to free it up for other reservations we had pending. She declined and kept the truck for two more days. Ms. [redacted] was given 3 extra days at no charge and then charged for the last extra 5 days at $40 a day plus 121 extra miles and also Safemove Protection for the extra time. Extra charges at drop off are as follows:Truck (5 x $40) $200.00Miles (121 x .40) 48.40Safemove Protection 70.00Tax 42.18CO rd. safety program 10.00Total extra charges $370.58Our 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: 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: On 4/24/2014, U-Haul charged my credit card $130 (without authorization or notification) for a parking citation. The citation was dismissed on 4/30/2014. I provided the appropriate documentation to U-Haul as proof of the citation's dismissal. I also informed them that the credit card they charged was no longer active and I would require a check to be mailed to me. I have not received any acknowledgement from U-Haul.Desired Settlement: A check mailed to me for the full amount of $130 plus interest.

Business

Response:

May 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department advised me they contacted Mr. [redacted] and requested he fax over the dismissal for the citation he received on the U-Haul equipment. He did fax the information over and a reversal of the $130 charge was issued on May 1st. The refund should post on his 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:

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.

Details of why I am not satisfied with this resolution:

-I have not yet received the refund

-The proposed refund amount does not include interest (15 days as of 5/8/14)

-An apology was not given for making an unauthorized transaction to my credit card

Regards,

Business

Response:

May 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm the refund for $130 was issued back to Mr. [redacted]’s [redacted] account ending in [redacted] on May 1st. A credit card company has 30 days to post the credit to the account, therefore, it will post on his next credit card statement. Because the truck Mr. [redacted] rented is registered to U-Haul, the parking violation was sent to U-Haul International by the Parking Violations Bureau for payment. In order to allow our trucks to be legally on the road for our customers, we are obligated to pay any fines as soon as possible. The rental activity was researched and found that Mr. [redacted] had the truck in his possession when the ticket was written, making him responsible for the fine. As soon as Mr. [redacted] notified us the ticket had been dismissed, we issued him the refund for the amount of the fine.

Please be assured we sincerely apologize for the inconvenience Mr. [redacted] experienced and hope he will allow U-Haul to serve him again in the future.

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: Dear Revdex.com:

I filed a complaint under UHaul's arbitration service but it has been over one month and I have not received a response.

On July 6th I reserved a UHaul vehicle to be picked up in the morning. When I arrived at [redacted], the truck would not start. I was amazed nobody checked the vehicle before I was supposed to use it. I was then instructed to get a new vehicle from [redacted]. Even though this greatly delayed my entire moving experience, took my off of my route (costing me gas), and forced me to shift the schedules of my hired help (costing me money), I wasn't compensated in any way.

I did not receive the services me and UHaul committed to in the contract and their failure to perform cost me money. I sent them an email through their arbitration service and have not heard anything back. I would like a refund.Desired Settlement: Refund because the conditions of the contract were not met and in order to complete my move (which is already a stressful experience), I had to waste time and money because of UHaul not checking the vehicle.

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant of our Cleveland regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted] We have received your Revdex.com concern. I do apologize that we did not get the arbitration notice you filed in July. I have reviewed your contract ([redacted]) dated 7/6/13. The reservation was for our dealer located in Euclid Ohio. Due to the failure in the equipment to start your reservation was moved to our U-Haul Center on E55 th and Chester Ave. This does fall under our Reservation Guarantee as listed below from our website. Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered "guaranteed" (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages I have issued a credit of $50.00 back to the credit card used on the rental ending in 5166. This credit will appear on your statement in 3-5 business days. Your comments and suggestions will help us to improve our products and services today and in the future so that we may continue to serve you and other valued customers. Please accept our sincere apologies, and we look forward to serving you in the future. U-Haul of Cleveland [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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

[redacted]