J.R.J. Tara Corporation

Review: Dear Better Business BurearTo whomever it may concern,I appreciate the assistances this Revdex.com has to offer to me today.It was recommended to me by the Elyria Police Department since they are not equipped to address this matter effectively as the Revdex.com can.I have had an written agreement with this particular since December 12, 2012. As of May 1, 2012 it was in meed of payment. In which I was there to pay the Decemher to May 1,2012 bill and continue with timely storage payment as the written agreement.When I went to make the payment and continue storage services, they refuse my monetary payment,and refused to relinquish my furniture,nor continue service as agreed upon.Upon my presences to the U-Haul location,they said,"I needed to pay on the same day and the same day remove my furnture with another storage company before they will place my belongings into auction on May 9, 2012, with no delay."Being a Veterans Widowed I could not find the Manpower on that same day to retrieve my furniture in which requires much lifting of heavy furniture that I can mot physically move all by myself.I also needed make arrangements with to do so;however, the written agreement contract was broken when I can no longer make the payment and contimue my storage as agreeded upon as it stated.Furthermove, one of the very own employees state, "We have auctions every 6 months, not 3, nor 5 months".The U-haul Storage and Moving Company wrote myself a letter stating that if I meeded information on my furniture that I needed to comtact them as soon as possible and pay the offset they made in auction, which the company was the buyer. When I made several attempts to do so. As the letter stated to do, thet refuse once again to do business as the May 10,2012 sent to stated, this is after the the U-haul May 9, 2012 auction.Anther employee stated that it is very very possible to still retrieve it because as their computer data records shows that it is still in their location." Can you help meDesired Settlement: I would like my second hand furniture and my memories pictures because many of my family photos are deceased an cannot be replaced. Like my deceased husband, and Motherand others, and other memortums that is that my husband like me as his survivoring spouse.Cam and will you help me?Thank you, Sincerely,[redacted] ###-###-####

Business

Response:

June 25, 2012

Thank you for your concern for our customer Mrs. Consumer.

Mr. [redacted], our Executive Assistant for the U-Haul Company of Cleveland, followed up on the information Mrs. Consumer provided. He was very familiar with her storage issue. He explained the contents of Mrs. Consumer storage unit were auctioned off on May 9, 2012 due to non-payment. She was sent a letter that her unit sold for $400.00 and she still owed a balance of $583.75 on the account. Mr. [redacted] mentioned that be believes Mrs. Consumer is not understanding her belongings have been sold and will not be returned to her even when she pays off the balance. He also mentioned that a police report was filed when Mrs. Consumer made verbal threats to our staff at our U-Haul Center.

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 my move from Brampton, [redacted] to [redacted], [redacted] I had ordered a 24 ft truck or larger for my one-way move though the Uhaul outlet kept insisting I only needed a 20 ft truck. The day before pick-up they indicate I get a 20 ft truck and if I need more room I can rent a trailer. I asked what that would cost and they said $29.95 a day. The truck wasn't big enough -- with professional movers packing it, so I needed to get the trailer. When I went to pick it up the next day they charge me $1200 for the trailer. The girl at the counter told me to call U-haul and tell them what I was originally quoted -- I did and "[redacted]' took my complaint and would get back to me -- he never did. I really had no choice but to take the trailer and pack it as I needed to vacate my townhouse and get on the road. We ended up with a flat tire on the trailer that uhaul had to fix and then we were ticketed at the weight station in [redacted] for the condition of another trailer tire that Uhaul had to replace enroute -- delaying us further and adding to hotel costs.Desired Settlement: I paid $2500 for the wrong size truck and then $1200 for the trailer when the right sized truck would have been only $350 more than the 20 ft truck I got. I think I should be reimbused for the trailer in full given the delays, wrong truck and extra hotel costs.

Business

Response:

July 24, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central Ontario, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. He also advised her of an additional refund in the amount of $322.10, which makes a total refund of $681.05. The refund should post on her next Visa 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: I rented a U-Haul truck and storage on July 1, 2012. During this time I inquired about an ad stating, "ask about our 1 month free self storage with a truck rental." I was advised that the one month free is automatic, but I would have to pay the initial months fee. Calling today July 31, to confirm that August rent is free, I was told that the one month free rent does not apply to my account because I had a local truck rental. Spoke to [redacted] on July 31. Do not no the worker's name that stated the one month free is automaticU-Haul location [redacted] Telephone ###-###-####Manger [redacted]Desired Settlement: I would like one month free for my self storage as told by a U-Haul worker. The free month can either be applied next month September or December, which would be the last month for my self storage rental.

Business

Response:

August 14, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

July 31, 2012

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

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

As we value Mr. [redacted] as a customer, we also sent him a $25.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

October 3, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented two Uhaul trucks and tow dollies. Purchased insurance for entire tow. Malfunction with one tow dolly and [redacted]. Was referred to Rep West insurance. Claim number [redacted]. Was told to obtain two damage estimates. Then a third party claims adjuster was sent to my home for third appraisal. Agreed on settlement for $1387.97. Was told that settlement would be in the mail. Then I was informed that Uhaul made a mistake and duplicated my vehicle information and had booked two tow dollies for my 2007 CX-7 and because of there mistake would not be sending me the settlement we had agreed on."Mr. [redacted], Here is a copy of the estimate I will be paying off of, please forward it to the shop of your choice."

Account_Number: [redacted] and [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like U-haul to honor there settlement offer of $1387.97

Business

Response:

September 13, 2012

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

We contacted RepWest Insurance Company and was informed that the vehicle in tow listed on the rental contract was a [redacted], which is a valid hook up for the U-Haul tow dolly. An adjuster was sent out to access the damages. After review of the estimates and the adjuster's report, it was noticed the damaged vehicle was not a [redacted], but was a [redacted]y. The [redacted]y is not recommended to be towed on the U-Haul tow dolly. Their investigation shows a different vehicle was loaded on the tow dolly than what is documented on the rental contract and not recommended for the tow dolly. RepWest relayed that the damage claim was denied and their decision in the matter remains the same.

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: U-Haul web site misleading. Reserved an Auto Transport for Fall, 2012. Initial screen simply asks pick-up point in one box. Drop off point is an adjacent box and filling out that box is listed as "optional". Therefore, for expediency, I completed the entire reservation without filling out the drop off point box, thereby, assuming U-Haul didn't care which one of their centers to which you returned the Auto Transport. Rate listed as ~50 dollars a day. 4 day rate would be a little over 200 dollars.Checked "myuhaul.com" a week later just to see the reservation. Drop off point is now listed as the pick up point. Contacted U-haul to let them know that the Auto Transport was going out of state. Going out of state tripled the rate to over 700 dollars. Discussed with them that nowhere, when applying for the reservation was the drop off point mentioned except as "optional" on that initial box. Nowhere was there any reference that rate would increase if going out of state. Asked them to honor the current reservation/price with going out of state. They would not. Therefore, had to cancel the reservation and related travel plans.Noted to them that, if their web site, simply removed the word "optional" from just above the drop off site box or if their web site simply defaulted, on the screen to the viewer, the pickup point entry in to the drop off point box, there would be no confusion for me or anyone.Desired Settlement: They might have honored their price, once the problem was pointed out to them but would not. Would accept if offered. But in any case, they should revise their web site. The current web site is deceptive and presumably inadvertently shocks customers in to a 3x higher price at the last minute, once their travel plans are firm and they come to make the pick up.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Mr. [redacted].

A Senior U-Haul Customer

Service Agent followed up on the information Mr. [redacted] provided. Mr.

[redacted] was emailed a response and offered an apology for the confusion

he experienced with our website when he made a reservation. I have

forwarded his concerns to the appropriate program manager for further

follow up. Please be assured we appreciate customer feed back as it

allows us to realize what programs are working and what areas need

attention.

As we value

Mr. [redacted] as a customer, we 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 and tape. We also sell

permanent hitches, propane and locks.

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 overcharged as well as charges made to my credit card that I did not authorize. We were promised a full refund and have not received.

On Sunday August 12th, we rented a trailer from Uhaul. Paid for 1 night on my credit card when we rented because we had intended to return the next day. The trailer was 29.99 a night. The next day we were unable to return due to husbands work. We called and told them we would pay cash when returned. We were assured this would be no problem. We had rented from them on numerous occasions to the point they knew husband by name and acted like it would be no problem. Continued to do the same thing until trailer was returned on August, 17th. During this time frame they began to charge my card. Made to call to local office was told they had not charged my card that it must have been cooperate and it would not happen again. The next day , my card was charged again. When we returned the trailer we were told we had to pay $135 to close the account and they would give us a full refund. Instead the next day my card was charged.. total charged to card was 278.10 on top of the $134.95 paid in cash.. Was charged a total of $413.04 for what should have been approx. $210.00 Calls to customer service has not helped. Have been told that we will get a refund once they discover why we were overcharged and will have someone call us.. No one has ever returned our calls.. For the past few weeks we have been trying to get a receipt for the $134.95 so we can file with our credit card company.. Have gone by there numerous times and still no receipt.. Keep getting told the person who can do that is not here, have not had time, etc..Desired Settlement: Would like my card refunded for the unauthorized and overcharged amounts.

Business

Response:

October 30, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed up on

the information Ms. [redacted] provided. She explained the rental

charges were reviewed. The trailer was kept for 8 days but they were

charged only for 7 days. Other than a refund for $29.95 that Ms.

Avery states was issued, the remainder of the charges are correct.

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

Business

Response:

July 6, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

August 20, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have a complaint with U-haul regarding their optional insurance coverage. I recently rented a Ford F150 from U-haul to transport my stuff from [redacted] back to [redacted] and while I was in [redacted] at Wal-mart, a vehicle struck my right side mirror and broke the glass on it. When I got back to U-haul, the technician checked out the damage and said small things like that happen from time to time, and told me all minor things like the side mirror was covered. When I went back in the store to grab my receipt, another U-haul worker was printing it out, saw the damage on the sheet, and then said "No we dont cover anything on the F150 U-hauls except it being totaled." The man told me that the optional insurance I bought would have covered every single vehicle they have, including their 2012 vans, and that it was pretty much a waste to buy the insurance on the F150. And then he told me if I totaled it, I would still be charged for parts and labor! They made me sign a promissory note before I left that shows I owe them $300 for a side mirror. U-haul is just trying to scam people out of money by offering insurance that doesnt actually cover anything.

Product_Or_Service: Ford F150 rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I do not want to pay U-haul a dime more than the $200 I had to pay just to rent the truck for one day. I have the promissory note and I would like it to be null and void.

Business

Response:

March 19, 2013

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

Mr. James Paulus, our Field Manager for the U-Haul Company of AK, followed up on the information Mr. [redacted] provided. He advised our office that both him and our GM of our U-Haul Center Mr. [redacted] rented from assisted Mr. [redacted]. Mr. Paulus informed Mr. [redacted] there was a $150 deductible that he is responsible to pay if the damage is over $150, so basically our customer is responsible for the first $150 of damage. In Mr. [redacted]’s case, the damage charge came to $141.58 and the remaining balance of the truck rental was $160.08. Mr. Paulus assured our office he did not relay to Mr. [redacted] that Collision Damage Waiver (CDW) was worthless on the pick up trucks. Mr. Paulus was pointing out the difference between Safemove Protection on our moving vans vs. CDW on the Ford pick up truck. Our GM confirmed Mr. [redacted] was given a CDW brochure in the Document Holder with his contract when he rented the pick up truck, which explained CDW. Mr. Paulus relayed that all charges are valid and a refund would not be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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

Business

Response:

[redacted]

Thank you for your concern for our customer [redacted]

[redacted], a Customer Service Representative for U-Haul International, followed up on the information [redacted] provided. She contacted [redacted] and offered her apology for the inconvenience she experienced. After discussing her concerns she offered to send [redacted] a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. [redacted] opted to decline the offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

[redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

December 7, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

Business

Response:

December 12, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

Review: Hi,

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

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

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

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

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

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

Business

Response:

May 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted] followed up on the information Ms[redacted]provided. He spoke to Ms[redacted]and advised her of a refund for $643 as an adjustment. As we value Ms[redacted]as a customer, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a Uhaul truck near a town where I was picking up cabinets and Granite to deliver to my home 2 hours away. I reserved the truck over a week in advance and was provided a confirmation number. After driving to the location in the town 2 hours away to pick up the truck I was told there were no trucks available in the whole area. Uhaul offered no solution and I was forced to return home with out my products. This created costs to me for contracted movers to assist with the move and travel time as well as gas. I contacted Uhaul and the customer service manager offered no solution stating that they attempted to contact me and I did not return their call. I did not receive their message until I had returned home and the message only stated to call them and nothing about no availability. If uhaul is not going to honor their online booking they should remove it. This is absolutely the worst system and creates costly circumstances to consumers. I feel at least they should either pay for my expenses lost or provide free truck to recoup losses I incurred.Desired Settlement: I feel that Uhaul should reimburse for lost expenses or provide free truck to recoup some of the losses incurred. My losses exceed 400.00.

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central NC, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed his concerns. She went over our scheduling process and record of our voice mails left for him for scheduling. He acknowledged that he did not respond to our scheduling calls left on his voicemail. Ms. [redacted] did issue Mr. [redacted] a refund for the $50 Reservation Guarantee Fee.

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.

[First of all, the woman I spoke with when making my complaint did not offer any reimbursement, such as reservation guarantee. She basically responded as there was nothing I could do. I asked to speak to her supervisor and she refused stating she was a supervisor and nothing would be done to recoup any of my losses. It wasn't until after I made this complaint, that Uhaul corporate gentleman contacted me offering a 50.00 reservation guarantee settlement. I informed him that I was out way over 400.00 traveling to pickup the truck and my product which I was unable to do because of their lack of professional reservation procedures. I do not understand how a company can take a eservation, send you confirmation, and then not provide you with anything or evan a substitute. They care nothing about their customers or their customer situation. They offered nothing until after this complaint. This is unacceptable in my opinion. not to mention the fact that their response to the complaint is fabrication.]

Regards,

Business

Response:

June 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central NC, reviewed the additional information Mr. [redacted] provided. She informed our office their attempts to reach Mr. [redacted] to schedule and confirm the truck rental were unsuccessful. A reservation was made for Mr. [redacted] and an automated email was sent, which states a local U-Haul representative will contact him to schedule at the most convenient location with available equipment. Ms. [redacted] has attempted to reach Mr. [redacted] recently but reached his voice mail. She requested a return call to discuss his concerns but has not heard back from him. In case Mr. [redacted] misplaced her telephone number, Ms. [redacted] can be reached at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Friday, March 15th, 2012, I rented an Auto Transport Trailor (ATT)from U-haul in [redacted]. On the morning of Saturday, March 16th, 2013, I drove the Auto Transport Trailor (ATT) to U-haul located in [redacted], to have my car removed from the trailor and to return the trailor. U-haul worker, [redacted], first started erroneoulsy unhooking the Auto Transport Trailor from the 26' U-haul truck before my car was unloaded from the Auto Transport Trailor. The trailor started to pop up into the air, and I asked [redacted] if he was supposed to keep the Auto Transport Trailor hooked up to the 26' truck until the car was unloaded from the Auto Transport Trailor. He realized his mistake and answered, "Yes." [redacted] then proceeded to re-attach the Auto Transport Trailor (ATT) to the 26' U-haul truck.

[redacted] then discovered the burlap strap placed around the front passenger's side tire was put on "incorrectly" as it was too tight and threaded incorrectly via the U-haul [redacted] workers. [redacted] could not remove it. So, U-haul worker [redacted] (?) (stocky, tatoos on arms, short dark hair) removed the strap and told me he would gague if he needed to place wooden blocks under my tires, when I backed the car off the trailor, to prevent damage to my car.

[redacted], [redacted], my daughter and I were present during this time. [redacted] and [redacted] assured me repeatedly that my tires were aligned and that I could back the car off the Auto Transport Trailor (ATT). I proceeded to back up when we heard a "crunch" sound. [redacted] immediately yelled for me to stop and to pull back forward. Unfortunately, his timing was off and the damage had been done. Due to employee error and misjudjment, my bumper had been wripped off of my car along with mud flap damage and ancillary clip/plastic damage had ensued under the car/bumper as well. [redacted] told me to pull back forward, and I did. He then placed wooden blocks under my tires and told me to back up again. I did and removed the car from the trailor. However, due to his ealier misjudgement, my bumper was damaged. [redacted] acknowledged that due to his error, the bumper had been damaged, and he pointed the damage out to me.

The quote I received from [redacted] at [redacted] located at [redacted]. [redacted] to repair the bumper is for $821.96.

I insist that U-haul pay for the repairs sustained to my car.

Furthermore, I had previously purchased insurance on the Auto Transport Trailor (ATT), for my March 15th, 2013, move, through U-haul's [redacted] located at [redacted] adjuster, [redacted] at [redacted] had no interest in completing an accurate, truthful investigation, and had no interest from the "get-go" in issuing a check for this damage caused, and she stated U-haul is not at fault and will not be paying for the damage .. nor will [redacted] Co.

Her statements to me were lies, incorrect and faulty as she stated "Uhaul does not use wooden blocks to assist customers."

Her investigation was faulty. Who is not telling the truth? Again, I am a witness as well as my daughter.

She is 100% wrong as [redacted] did use wooden blocks while attempting to assist me!

Furthermore, Assistant Manager [redacted] at the [redacted] U-haul location of [redacted]. [redacted] stated to me that U-haul Auto Transport Trailors are notorious for wripping bumpers off of low bearing cars. He stated this happens quite frequently, and that U-haul employees are supposed to offer wooden blocks and/or wooden 2x4's to assist low bearing cars to make the "clearance" needed to avoid damage to bumpers, etc. Assistant Manager [redacted] also stated he was sorry U-haul did not disclose this information to me back on November 22nd, 2012 when I rented an Auto Transport Trailor from their exact location, and the same thing happened back then resulting in $366.52 worth of damage to my car when my cousin removed the car from the faulty trailor. (bumper repair and 2 day car rental charge inclusive) Assistant Manger [redacted] apologized for not dislosing to me, back in November, the repeated problems U-haul has seen, and is aware of, regarding bumpers being wripped off of low bearing cars when auto Transport Tailors are utilized, and he apologized for his employees not offering to utlize the wooden blocks while assiting with the loading and unloading of my 2012 [redacted] back in November as well.

These U-haul trailors are faulty as they are not congruent with low bearing cars. Per U-haul Management, U-haul is fully aware that their trailors often wrip bumpers off of low bearing cars, and they acknowldeged they need to assit customers by utilizng wooden blocks or 2x4's to enable low bearing cars to make clearance on their trailors to avoid hundreds of dollars of damage being imposed onto bumpers and parts under the bumper/car as well.

I insist U-haul and [redacted] be investigated, I am requesing reimbursement in full for the two bumpers being wripped off my car due to the faulty U-haul trailors and employee error.

- Incident that happened on November 23rd, 2012, resulted in $366.52 worth of expenses paid by me. Included bumper damage repaired by [redacted] and two days worth of [redacted].

The recent bumper damage that ensued due to U-haul employee error and the use of U-haul's faulty Auto Transport Trailors has resuled in $ 821.96 per quote from [redacted] at [redacted] located at [redacted]. [redacted].

Please phone me directly regarding any questions you have. I will give you a personal account of what happened, and my daughter was present during this March situation as well as she also witnessed the employee error.

I will fax your department the receipts resulting from the damage caused to my car in November of 2012, and I will fax the the recent repair quote conducted in relation to the March 16th incident as well.

I am seeking fair justice for myself as well as monitary compensation for others in **, and across the nation, who have been defrauded by U-haul in this manner.

Please seek recalling these Auto Transport Trailors and providing [redacted] with restitution payments due to them.

Thank you, [redacted] (mobile)Desired Settlement: U-Haul needs to ethically reimburse me for the damages U-Haul's faulty Auto Transport Trailors caused to the bumper of my car ... twice ... coupled with the fault hinging on employee neglegence and error as well.

Business

Response:

March 28, 2013Thank you for your concern for our customer [redacted].Our U-Haul Company of Western AZ followed up on the information [redacted] provided. [redacted] damage claim is being handled by [redacted] Company. She will be contacted by them once a resolution has been reached.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint is against [redacted] and U-haul. Adjustor [redacted], with [redacted], disclosed erroneous information to me, had no interest in ethically nor morally assisting me with this matter and is ether inept in her job, conducted a fraudulent investigation of what really happened, or U-Haul employee, [redacted], lied to her. She tried telling me [redacted] will not be paying for the cost to repair the damages to my car because her investigation found "no fault" on U-Haul's part. This is false information. [redacted] boss refused to phone me back, and U-Haul Manager [redacted] ([redacted] location) does not return phone calls and was not interested in assisting me when I tried speaking with him the first time. Assistant Manager [redacted] promised to return my call, but hasn't. He disclosed to me his employee [redacted], who caused the wripping off of my bumper and damage to the mud, flap, stated the damage was already there before he assisted me in unloading my car. This is a vehement lie! My daughter and I both witnessed [redacted] damaging my car, firsthand, as [redacted]'s miscalculation of putting the wood blocks behind my front tires, too late, caused the wripping off of my plastic bumper and damage to the mud flap (driver's side). The only previous nominal damage done to the car was done the night before, when the [redacted]lifornia, U-Haul workers failed to advise me wooden blocks or 2 x 4's needed to be utilized in order to create clearance for my car to properly load onto the trailer. I heard a scraping sound on the front passenger's side of the car, and this is when a small piece of plastic was scraped/indented on the plastic engine cover located under the car. In fact, I personally pointed this out to [redacted] when he was trying to loosen the tire strap the [redacted], U-Haul workers put on incorrectly (threaded incorrectly) and put on too tight. Again, this small scrape/indent on the plastic was located under the car's engine on the front passenger's side. This small scrape is non-visible and created no structural damage to the car whatsoever. It is also not included in the cost of the quote to repair the bumper and mud flap that [redacted] caused to my vehicle. I have contacted management at the [redacted] U-Haul regarding this many times, but they are dodging the issue. It appears [redacted] may be lying to keep his job. My daughter and I will attest to what we witnessed on the morning of Saturday, March 16th, 2013, when due to [redacted]'s poor timing, in telling me to back my car off the auto transport trailer, but after hearing the crunching sound, he yelled "stop," and [redacted] then told me to pull back forward. I did so, and that's when [redacted] proceeded, in hindsight, to place the wooden blocks under the front tires. He then directed me to back up again, which I did. [redacted] then proceeded to lift up the broken part of my bumper, with his fingers acknowledging the bumper had JUST BEEN DAMAGED, and he apologized. Any other statement from this is a lie. I demand the cost to replace/repair my bumper and mud flap be paid in full by either U-Haul or [redacted] insurance. Neither of these companies will get away with this blatant breach of truth in breaking Consumer Protection Laws. This is beguiling fraud in it's finest. What a great standard of zero moral integrity and zero truth. [redacted] Regards,[redacted]

Business

Response:

April 12, 2013Thank you for your continued concern for our customer [redacted].Because [redacted] claim involves damages, she needs to keep in contact with her agent at [redacted] Company to receive a resolution.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 AssistantU-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.Uhaul has repeatedly demonstrated it's non-interest that it's Assistant Manger, [redacted] and G.M. Manager, [redacted], do not return phone calls to disclose acknowledgement of their employee's error ([redacted]) which caused the 2nd damage to my car. They are a sad reflection of Uhaul's failure to uphold consumer protection laws.Revdex.com, U-Haul will continue to hide behind the phone as their managers will not phone me back to acknowledge responsibility.I suggest you pursue this complaint with [redacted] directly ... I provided their contact information to you in the original complaint. Good luck; they are both cut with the same cloth of immorality and fraud.[redacted]Regards,[redacted]

Review: I am writing because I recently rented a uhaul truck from [redacted] Self Storage at [redacted].

Everything was great except that I was charged for "Ez Fuel Sales" $20 and the "Fuel Fill-Up Service Fee" of $30 as though I returned the truck without gas. I cannot accept these charges because I filled up the Truck to half of a tank before I dropped it off and double check once it was parked that the tank was still half full, just as it was when I picked it up. If these two charges could be cancelled that would be great. Aside from this everyone was extremely helpful and I would rent from there in the future.

Sincerely,

UHaul Contract Number: [redacted]Desired Settlement: I would like my bill to be adjusted and these $50 in charges removed.

Thanks

Business

Response:

July 17, 2013

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

[redacted] the Executive Assistant in our [redacted] Regional Office sent Mr. [redacted] an e-mail on 7/16 informing him she had credited $50 to his Mastercard for the fuel fee.

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

Product_Or_Service: Truck Rental

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

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

Business

Response:

July 30, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

Business

Response:

July 31, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On or about August 6, 2013, I attempted to rent a U-haul trailer to pick up on August 7 and return on Sunday August 11, 2013. I have been a customer before and have rented under similar terms without any problem or incident. I secured a trailer and went through the confusing online process. As I discovered that the times allotted were only for a few hours, I called the 800-number. I was told that all I had to do was call and extend the time of rental and that was how the process worked. I was also told that my online reservation at [redacted] was secure. When I went to pick up my trailer, I was told by a seemingly daft young lady that I had to return the trailer the next day. When I told her that I had a different understanding, she made me wait about 45 minutes for her arrogant, snarly, white male manager who looked upon me as if I was the bottom of his shoe. I then called the 800-number who switched me around to several people and then transferred me to the same daft customer service employee in [redacted]. She told me that they were not going to let me have the trailer and they were rude and disrespectful. The corporate employees were no better. They lied and then tried to pass the buck. Because of this serious miscommunication, dishonesty, and epic incompetence on U-haul's part, I had to transport camping gear and equipment along with 7 underprivileged children to their one-time opportunity to escape the urbanized areas where they reside, to their camporee in the [redacted]. We were unable to pack the stoves, food, first aid tents, sleeping tents, and other needed equipment. This cost us extra expense. We could have made alternate arrangements had we known that U-haul was a dishonest company that enjoyed monopoly status. Since it costs to be the boss, I strongly suggest that U-haul make these young people whole.Desired Settlement: I had to purchase food at a much higher cost than it would have been for us to cook it ourselves. This is part of the therapeutic process. Everyone wants these kids off the streets and we try to save their lives and we have to encounter such nonsense. U-haul needs to give this [redacted]-memo: [redacted], a donation--not some piddlely little sum either. I could deal with this malfeasance on a personal level to some extent, but not when young people are hurt by their nonsense. Oh, did I tell you that one unlucky youngster had to miss one day and catch a ride the following day because of this mishap???

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his apology for the inconvenience she experienced with her U-Haul reservation. As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her 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. We feel the Certificate is of great value to our customers and is good for two years. Mr. [redacted] relayed to Ms. [redacted] if she had other questions, feel free to email him back.

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 August 30 at 1:23, I rented a U-Haul from "[redacted]" at the [redacted] location on Main. First, the address listed in the phonebook beside the phone number I called to reserve the was inaccurate. To make matters worse, when I called to get direction to the location, the only detail "[redacted]" could tell me was beside "[redacted]" on Main St. Which is simply enough, but he was very rude and short and made me feel as if I was inconveniencing him. In short, "[redacted]" lacks appropriate customer service etiquette. My main problem, I was told the rental cost was 20 dollars a day and a dollar a mile. I understand there is tax and I bought insurance, but my bill still does not add up. First, I paid, he took my drivers license and my card number, yet, the contract is in my daughters name whom called and reserved the truck for me? On top of that, I had the truck from August 30th on 1:23pm and returned it on Sept. 2nd at 12:31pm, now, to me, a day is 24 hours, I was charged for 4 days but technically should of only been charged for 3 days. Also, "[redacted]" said I didn't fill the tank upon return but I have the receipt to prove that I put forty dollars in the tank on top of the 1/2 a tank of gas that was already in the truck.Desired Settlement: At least evaluate my bill and make sure it looks right. This "[redacted]" was of poor character and I don't trust him. He was not very customer oriented and very rude to me.

Business

Response:

Hello,I am the U Haul Authorized Neighborhood Dealer [redacted] rented a U Haul from over Labor day weekend. The customer was refunded 19.95 and 14 Safe-Move Insurance to her Debit Card Account. I regret the mistake.[redacted]

Review: I rented a u-haul truck for $29.99 (+$10 for a dolly) on September 1, 2013 at 8am. I returned the truck at approximately 1:30pm back to the facility on [redacted], [redacted]. Upon return, a U-haul representative inspected the truck for damages, advised me there were none and said that my total would be $70 (including mileage).

Today, I logged into my bank account and noticed a $203.00 charge from U-Haul. When I contacted U-Haul customer service, they advised that the truck was damaged on the right upperhand corner and a cap had to be replaced. I reviewed my return receipt and noticed that the truck was damaged when I had picked it up- the note specifically states that the top right corner cap was patched and that the renter (me) should be aware that the patch is weak and water damage may ruin the possessions I am transporting and I am responsible for any damage to my personal items.

First, I was never advised that the truck was initially damaged when I picked it up. Second of all, it is completely unacceptable that AFTER I was told that the truck was returned with no problems, I am charged for damage that was already on the truck before I even picked it up!

UHaul customer representatives should have advised me that the truck was damaged and my items may be damaged during transport and they should have contacted me to discuss this so-called damage prior to charging my credit card $203 for truck damage that was there before I even picked the truck up!Desired Settlement: I expect the 203 dollar charge for truck damage to be reversed

I also expect the 73 dollar rental charge to be returned because I was provided a truck that was already damaged, I was never told it was damaged and that the items I was transporting were at risk of being broken/damaged by water.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He advised her of a refund for $132.88 back to her [redacted] account, which 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: I have sent U Haul and complaint about this is and nothing Im not happy of the result. I feel this happen on their part but the company saying other wise and they are all wrong. This is what I sent to them on 12/18/12: You had a customer ([redacted]) that came in your [redacted] Location on 11/22/12 to rent a Car Trailer. I'm very upset that nothing has been done to my damage truck and no one from your U-Haul company have called me to say how my truck going to get fix I have a huge dent and scratch marks all on the back of my pick-up truck. When [redacted] & I came to return car trailer I told one of your employee what had happen to my truck when people was taking car off trail that the hitch ball mounts left up and damage my truck. Your employee came out to look at my damage truck and that was it didn't said Sir we will take care of that damage or nothing. Its going on a month and I still have not heard nothing yet whose going to fix my damage pick-up truck. Someone need to let me know something because I'm very unhappy and whom every came out to check to make sure that the car trailer was secure on my truck before [redacted] & I left your location they don't know what they were doing because if they did I will not be driving around with a damage pick-up truck with a big dent and scratch marks on my truck. My pick-up truck needs to be fixing ASAP and I need to know something ASAP. This is poor customer service from U-Haul and I'm very very unhappy. After U Haul has reviewed my email I receive a letter in mail from [redacted] asking for these items in order to process my claim quickly: Two (2) Estimates of damages clearly itemizing repairs and costs.Copy of vehicle registrationColor photographs which clearly depict & confirm my damages.After getting the two estimates and pictures of my damage truck I mailed all requested items above ASAP back to [redacted]. Im waiting and waiting for a reply back and didnt get any responds from [redacted]. Well come to find out she had called and told [redacted](the customer that rent Car Trailer from U Haul) and told him U Haul had decline my claim and that [redacted] was responsible for getting my truck fix. I dont see how he can be responsible for it when he dont work for U Haul nor was he the person to attach the Car Trailer on my truck. So I called [redacted] myself to find out whats going on why I have not hear from her and she said my claim was decline because someone had mess with Car Trailer after it been attached on my truck and I told her Nor I (Mr. [redacted]) or anyone else I had mess with Car Trailer after leaving U Haul. So my claim was relook at and still after her reviewing the two estimates fromo Hollingsworth Auto Service, INC.oWards Auto Painting & Body Works/Skidawand photographs that clearly depicts and confirms my damages of my Truck I was still decline of getting my truck fix. So as of August 17, 2013, Im still riding around with a huge scratch on my new truck and I feel like U Haul is very much responsible for my damage Truck not [redacted] (the customer). I have not heard nothing else from U Haul concerning about my Truck since early this year 2013.Desired Settlement: I would like to have my truck fix ASAP at my choice of place. Thanks!

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am not satisfied with this resolution at

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

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

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

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

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

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

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

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

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

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

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

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