J.R.J. Tara Corporation

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: My mother and I placed an order to rent a ubox to move my possessions from [redacted] to [redacted]. We picked up the ubox at the [redacted] location in [redacted] on Friday, July 18, returned the full box on Monday, July 21, and IHaul guaranteed in writing via our online order confirmation that it would arrive in [redacted] on Thursday, July 31.

The trouble began in [redacted] because when we arrived in the afternoon to pick up the box we had to wait an hour and a half before we got it. There was only one person working the floor with a lineup of between 12 and 15 customers while the man in charge poked his head out of the office a couple times and did not help. Our online order said that we could take our full box to the UHaul dealer in [redacted] (where I was moving from), but at the depot they told us that was wrong, and that we would have to bring the box all the way back to [redacted] again. So we did.

We contacted UHaul and our moving help (contracted through UHaul) on July 31 to confirm that everything was all lined up. The service rep [redacted] said that the ubox was not in [redacted] at about 3pm MST but said that it should be there soon, and that it's not late until after 7pm. We said that was fine because we did not need our box until 3pm on Friday, August 1.

My mother and I flew from [redacted] to [redacted] on the first, expecting to meet our movers at my apartment at 3pm as arranged. No one showed up and by 3:30 my mother tried calling [redacted], but they didn't answer and their inbox was so full we couldn't leave a message. We then called the UBox 1-877 number to inquire. We had to call many times because every time a rep answered they would attempt to transfer us and we would be put on hold, only to be disconnected after an average 10 minute wait. I tried every number I could find and the UHaul reps said things like, "I'm just trying to contact my regional manager," "I'm just calling shipping right now," or "I tried calling the driver of your truck and he never answered". No one told me if it was lost, just late, at the wrong depot, or if they had any idea. By 6pm we were still calling and the last woman I spoke to said that all the other offices were closed and I should try in the morning.

I tweeted at UHaul to complain, and lo and behold, they responded even though they were apparently closed. They have me an email address and I sent this:

"I just moved across the country today and my ubox was guaranteed to arrive in [redacted] yesterday, July 31, and we arranged for our moving help to bring the box at 3pm EST. It is now after 6pm and after calling several U Haul numbers we still have no idea where the ubox is because apparently the truck driver who was moving the box from [redacted] to [redacted] will not answer his phone and all of the offices are closed.

I am currently stranded in my completely unfurnished apartment with no groceries and not enough money to stay in a hotel (I'm a graduate student who is already knees deep in impending loans), and to top it off, I don't know when I'll be allowed to use the moving elevator again, which was reserved for me today for 4 hours.

A service rep recommended that I try calling back in the morning. Frankly, this is complete and utter bt. I expect that when someone from your management team finally responds to us via email or phone, we will be refunded the cost of the ubox, as well as being reimbursed for the hotel room I am forced to book tonight, and the cab fare to the hotel.

On top of this, we also had to wait an hour and a half at the [redacted] location when we picked up our ubox to load it. We arrived at the [redacted] and only one person was on the floor while the manager sat in the office, even though he saw the line of 14 people.

Please respond immediately, either to this email, or to my mother's cell phone number, who booked the ubox ([redacted]). She can be reached at [phone number]"

[redacted] replied and said, "I apologize for the situation with the U-Box delivery. I am showing that the shipping company is ready to deliver the U-Box to the location. I have reached out to the management of the location as well as the management for the U-Box program to look into this matter and get it resolved for you. I am again sorry and will do what I can to assist."

My mother then got a phone call from another customer service rep shortly after, around 7pm. She assured my mother that they were pretty sure they knew where the box was and they'd get it to us in the morning. My mother asked if they were covering our hotel accommodation and she said absolutely, and that we could be hearing from upper management about it.

No one contacted us the next morning so by 11am I called the [redacted] that it was supposed to arrive at. The sales clerk put me on hold for 20 minutes to look for it, so I finally hung up. When I called he again, he admitted that he forgot about me, was helping customers at the moment, and asked for my mother's number so he could call us back. He never did and it's 6pm.

We also tried calling the customer service number for UHaul several times throughout the day today (August 2) and once again we kept getting hung up on. I tried sending another email at 11am as well, which reads as such:

"Hi [redacted], My mother received a phone call last night saying they thought they had located our ubox, that UHaul would be covering accommodations, and we'd be hearing something in the morning. It's 11am and we've called the local depot and the ubox 1-877 number and no one has been able to help us locate it still. To top it off, the depot put us on hold for 20 minutes and forgot about us, and the service rep's call disconnected after she attempted to put us on hold as well.

We need to notify our hotel by noon if we need to stay another night. If we don't get a response we'll assume we need to and UHaul will be covering both nights since no one seems to be able to keep us on the line or locate my possessions.."

No one has responded to my email. I tweeted them again around 1pm again to complain and all they say is, "oh sorry, we're working on it and trying to contact our regional reps."

To recap: I just moved across the country with only a suitcase and all of my other possessions in a ubox that has disappeared. I have no idea if the truck was delayed, if the box is lost, just shipped to the wrong location, or possibly stolen. I understand that if UHaul doesn't know, then they can't tell me much, but their service is absolutely terrible, I am being placated, then ignored, and apparently lied to, because twice they told me my ubox had already arrived.Desired Settlement: Firstly, we expect UHaul to refund the full cost of our ubox, since they did NOT deliver it by the guaranteed date (and it's still missing).

Secondly, since we do not know ANYONE in the [redacted] area, we would like UHaul to cover our hotel costs, which is already at 2 nights and counting at the [redacted] (no, we didn't choose the fanciest one possible; it is just literally a 2 minute walk from my apartment and we have to keep walking back as forth). We have been verbally promised that they would cover it.

Thirdly, we still need moving help to get everything into my apartment when and if my ubox is found.

Fourthly, a sincere apology from upper management would be really nice, since I currently do not feel at all like a valued customer, or even a worthwhile human being (you really start to feel awful after getting forgotten about, lied to, or conveniently hung up on).

Business

Response:

August 11, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on our contract.

[redacted] in our [redacted], ON Regional Office informed us the U-box was delivered to the [redacted] location on August 1 and were emptied on August 4th and 5th. [redacted] has sent $100 in VIP certificates to [redacted] e-mail for her recent experiences with our company. These certificates can be used toward a future rental or purchase on the many products and services u-haul has to offer.

Our customer 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]a [redacted]

Executive Assistant

U-haul International

Review: Contract #: [redacted]Hi,I rented a truck on Nov. 15th around 2p.m. My citizenship card was kept and I was charged $200 up front.I also rented and purchased furniture pads which eventually were not handed to me. This caused scratches on my furniture which I would like to be COMPENSATED.I had a hard time with the light inside the box, and it was very difficult to turn the key to start the engine. NEED COMPENSATION FOR THIS.Although the two gentlemen who showed me the truck were very nice, the manager who is a young lady at the front desk was bad tempered whether face to face or on the phone.I gave the truck back on Nov. 17th around 10p.m. both washed and the gas tank filled up. The manager phones me the next day that if I dont pay the remainder of the bill by 7p.m. the case will be sent to a collection agency. I replied that Ill be in Vancouver the next day but she replies 7p.m. today!I phoned the head office in AZ complaining and they assure me that the lady wont phone me again but I have a vm from her. Following that I have sent 4 e-mails to [email protected] with no answer sent to me. Trying to get this e-mail address was a headache too. I've also tried to get in contact with them for numerous times which I didn't get any results.

Product_Or_Service: rental truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

1) E-mail my invoice and subtract the items that were not given to me (pads both rented and purchased)2) Compensate me for the shortcomings of the truck3) Compensate me for the scratches on the furniture since the pads were not given to me4) Give back my citizenship card ASAP

Business

Response:

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him an email offering her sincere apology for the inconvenience he experienced with his rental. The total on his rental came to $468.88. As a gesture of goodwill and an apology, Mr. [redacted] was discounted his rental by $100. Ms. [redacted] added that they would further discount his rental by another $190.97, which is currently the amount owed to U-Haul. A refund for the furniture pads was also issued. She asked he forward a current address so his citizenship card can be sent to him.

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 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: At this point, we have attempted to resolve our issues with U-Haul directly five times (2 online and 3 phone calls) and received NO responses to any of our complaints. We now feel they have left us with no other option but to seek support from a third-party.U-Haul failed to meet the agreed upon terms of our contract with them and we believe that we are owed restitution for these failures. On July 9th, we reserved 5 U-Boxes to be picked up by our movers on July 28th. We received no communications from U-Haul after our reservation was made indicating that it would not be met. On July 28th, our local U-Haul had 0 of our reserved boxes. Over the next 2 hours we were led to believe that it was our or our movers' responsibility to transport 4 U-Boxes from Ames to Ankeny-transportation that we, nor our movers would have ever agreed to. In our original reservation, we had specifically contracted for delivery of the U-Boxes because we did not have the means of transporting them ourselves; nor could we expect our movers to dedicate an additional 4 hours of drive time and several additional gallons of gas. U-Haul finally agreed to deliver the 4 available boxes to Ankeny (a full day late). A fifth box was never procured; nor were we provided with any estimate as to when it could be delivered. We were consequently forced to sell several items that could not fit in our 4 U-Boxeswe had only 24 hours to sell these items and, unsurprisingly, had to sell them for significantly less than they were worth. These items included: a motorcycle, a brown leather couch, a deskchair, a full mattress and boxspring. Our loss on these items is equivalent to at least $1000 a calculation based on the revenue we lost having to sell these items on such an abbreviated timeline, not the amount of money we have since spent to replace them.Our U-Boxes were also delivered a day late, which means that of the three elements in our U-Haul contract: 1) pick-up date, 2) number of U-Boxes, and 3) delivery date, none were met.Desired Settlement: Given that U-Haul failed to meet any of the terms of our reservation, we originally requested that half the cost of our shipping ($2,800) and rental ($399.80) of the U-Boxes be refunded to us. Now, U-Haul has robbed us of an additional ~8 hours of time (at least) by failing to respond to any of our 5 complaints-each of which required us to re-summarize or retype the claim in its entirety. Because of this additional loss of time, we are requesting $300 more for a refund total of $1899.90.

Business

Response:

October 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information Dr. [redacted] provided. He informed our office he contacted Dr. [redacted] and discussed his concerns. He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay. He also mentioned that Dr. [redacted] had relayed that four boxes would accommodate his move. Two boxes were delivered at no cost and the other two were ready to go for them. All boxes shipped on time. The refund was issued back to Dr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

Revdex.com: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 completely unsatisfied with the response to my complaint for several reasons--the primary reason being that absolutely no one from U-Haul has evercontacted me in response to any the complaints I have submitted to them since our belongings were eventually delivered by U-Haul (on August 6, 2014). No one from U-Haul has ever bothered to contact me about my complaints. Period. If they had, I would not have bothered Revdex.com with my complaints. More specifically, the portion of this response stating that:"[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information provided... he contacted Dr. [redacted] and discussed his concerns. He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay."This is absolutely untrue. [redacted] and I have not shared any correspondence since July 29, 2014. To further support the untrue nature of this statement, if Mr. [redacted] had spoken to me (Dr. [redacted]) more recently, he would have (hopefully) recalled that I am a female and thus, should not be referred to as a "him". Further, I have absolutely no idea how the refund amount of "$597.65" was supposedly reached—but, I can definitively report that I was not involved in the process of reaching that figure. I can also report that the only refund that has been applied to my credit card, which could be from U-Haul, was actually in the amount of $567.95 not $597.95. Either figure is far below what I requested even in my original complaint to U-Haul, let alone the revised figure that accounts for the additional hours of time I have had to waste to resubmit and resubmit and resubmit this complaint. Further, I never "relayed that four boxes would accommodate [his] move." Never. I asked [redacted] about the status of our fifth box in one of my first messages to him. His only response to my explicit mention of our fifth box was that he would "...see what [I] can do about a 5th." I mentioned the fifth box in two additional subsequent messages and received no update. Finally, in my final message (which I have attached an image of, and could also provide images of all the previously described message), I stated explicitly that the lack of a fifth box required us to sell/get rid of some of our belongings--I do not believe that this statement could be construed as relaying that "four boxes would accommodate [his] move." I can also provide pictures of all the things we had to sell/give away. Further, the statement that "All boxes shipped on time" is absolutely irrelevant considering that we did not receive the boxes by the agreed upon date, we did not receive the number of agreed upon boxes, and the boxes arrived at our final destination late (despite the fact that they were "shipped on time"). Frankly, at this point in the process of our complaint, it is hard to not also question the veracity or sincerity of the statement that "Our customers are veryimportant to us...". A company that refuses to respond to complaints after they are filed once, let alone repeatedly, and that seems to take the attitude that if a customer complaint is ignored or dismissed, the customer will go away, does not seem like one that cares about its customers. Thus, I cannot find a single reason that would motivate me to even consider accepting U-Haul’s response to my complaint. There is barely a statement in it that I would judge as true. Aside from the numerous phone calls, text messages, and in-person conversations we made over a period of ~1 week to locate our U-Boxes, have them delivered, have them shipped, and then have them re-delivered, we have also filed two complaints with U-Haul over their own online "Contact Us" system,made several phone calls, and are now submitting a second complaint via B.B.B. In our first complaint to U-Haul we requested a refund for half the costof shipping given that none of our contract with U-Haul had been honored. In our original complaint made to B.B.B., after having filed a number of additional complaints, we increased our requested refund by $300. Now that U-Haul has decided to respond to our B.B.B. complaint with a series of lies, we are forced to increase our requested refund by an additional $300 for a total of $2,199.90 (not to mention the weeks for which U-Haul has drug this process out, robbing us of the money that we are owed by them via a timely refund). With the $567.95 amount that U-Haul arbitrarily decided to provide as a refund, the total that I feel we are still owed is $1,631.95.Sincerely,[redacted]

Business

Response:

October 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Iowa Regional Office, reviewed the recent information Dr. [redacted] sent your office. She informed our office she spoke with Dr. [redacted] and offered an apology that her concerns had not been addressed and assured her this was not the norm for U-Haul. Ms. Lloyd explained they will take steps to prevent the situation from repeating itself. During their conversation they were able to reach an amicable resolution. Ms. Lloyd has issued a supplemental refund for $816.

As we value Dr. [redacted] as a customer, Ms. Lloyd also sent her a $300 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.

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 would like to file a consumer complaint regarding my rental car over-charged by U-Haul through cheating on incorrect mileage.I rented a U-Haul truck with Equipment number of TM 2342A / AD43308 AZ on June 18, 2013. The Rental out date/Time was 6/18/2013 6:04PM. I returned the truck at 7:50PM on the same day (i.e. within 2 hours) through their key drop window as suggested by the U-Haul rental agent. 1.Original estimated charge for 10 mile use on 6/18 was 35.82. (attached)The rental mileage I drove was about 10 miles which is exactly the same as my estimated miles when I rented the truck. The odometer reading was 74880 at rental-out time, and the returning odometer reading was 74890 while I parked the truck outside the store located at 554 El Camino Real Belmont, CA 94002. The route I drove is as following:a.from the store to the Sears store at Hillsdale Mall (2.1 miles), b.Hillsdale Mall to my home in Redwood Shores(4.9 miles), c.Redwood Shores home to U-Haul store (3.1 miles). I added gas to + full at Arco gas station at the corner of Ralston and Granada St. on my way to return the truck at U-Haul. 2.The receipt charged on 6/19 morning was 96.79. (attached)I got the rental receipt with 60.97 extra charge for 57 miles. The odometer (MI in) showed in the receipt is 74937. The gas gauge was 9/16 full. 3.The adjusted receipt after my complaining to the store on site is 66.97 (attached)I called the store to resolve this issue and they requested me to stop by their store to resolve this issue. I visited the store and talked to the General Manager, [redacted] on this issue. [redacted] insisted that he should charge me 57 miles; however, he wanted me to pay for 50% of the extra charge (60.97) and charged me 31.15 extra. (returned 30.00 credit). 4.U-Haul rejected my suggestion to check the odometer on spot at 10:10am. I told [redacted] that we should check the odometer and the fuel gauge at that time (~10:10am). [redacted] said that that truck was rented out at that time. I suggested him to call the customer to verify the odometer at that time. He did not take action on my suggestion and insisted that he should charge me based on 57miles. I have no way to verify that odometer reading with [redacted] in his store at that time. I told [redacted] that I would not accept to pay any extra for U-Haul employees mistake. Its a cheating behavior and rip-off to customers. I asked to talk to his manager, and he said that he was the boss at that store. I told him that the odometer was 74890 when I returned and he asked me to provide any picture I took to verify it. I did not take the picture on the U-Haul odometer when I returned the truck. It seems to me that its customers fault for not taking preventive action against being ripped off on the U-Haul rental service. U-Haul could rip off customers whatever they want in this situation. I hope that your organization could help me resolve this issue or give me some suggestion to fight against U-Hauls bad business behavior.

Product_Or_Service: U-Haul Rental Truck 10' Truck

Account_Number: Contract No.: [redacted]Desired Settlement: DesiredSettlementID: Refund

. [redacted] insisted that he should charge me 57 miles; however, he wanted me to pay for 50% of the extra charge (60.97) and charged me 31.15 extra. I want U-Haul to refund the over charged fee, 31.15 which was caused by U-Haul's mistake.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of San Francisco, followed up on the information [redacted] provided. She informed our office she issued a refund for $31.15 back to [redacted]’s Visa account on June 25th. The credit 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:

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

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

Regards,

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: U-Haul: Hello [redacted], someone will be with you shortly. Please wait for an agent to respond.

6/13/2013 9:09 PM EST

U-Haul: [redacted], our expert will be helping you today.

6/13/2013 9:10 PM EST

[redacted]: I have a huge problem

6/13/2013 9:10 PM EST

[redacted] (U-Haul): Okay, what is the problem that is going on?

6/13/2013 9:11 PM EST

[redacted]: I do not have a phone currently I spoke with a rep a few days ago to secure a 26` truck for pick up

6/13/2013 9:11 PM EST

[redacted]: in bogalusa la

6/13/2013 9:11 PM EST

[redacted]: I just got an email saying that I can pick my truck up in poplarville MS

6/13/2013 9:11 PM EST

[redacted]: I am no where remotly close to this city

6/13/2013 9:11 PM EST

[redacted]: and I am supposed to pick the truck up tomorrow

6/13/2013 9:12 PM EST

[redacted] (U-Haul): Unfortunately the only way to get this edited is to contact the 800-GO-Uhaul, no one else can change the traffic of the equipment schedule. You will need to find a way to get access to a phone or it will just have to stay at that location.

6/13/2013 9:12 PM EST

[redacted]: So becuase someone else screwed up your telling me I am going to have to pay you 50 dollars

6/13/2013 9:13 PM EST

[redacted]: this is absurd

6/13/2013 9:13 PM EST

[redacted] (U-Haul): This is the summer which is our busiest season of the year, it is first reservation first serve, so there wasn't an actual mistake, that is probably the only place that had the equipment that you are able to get within the time frame that you reserved compared to other customers

6/13/2013 9:14 PM EST

[redacted]: if you can not help me I will report this to the Revdex.com and I refuse to pay the 50 dollar fee for a someone made

6/13/2013 9:14 PM EST

[redacted]: No the lady told me that I would be picking it up and the mini-storage in Bogalusa

6/13/2013 9:15 PM EST

[redacted]: Your company changed my pick up

6/13/2013 9:15 PM EST

[redacted]: There is no way I am driving to another state to pick up a truck

6/13/2013 9:15 PM EST

[redacted] (U-Haul): Okay [redacted], well every option to have this fixed is only by phone unfortunately. I apologize for the inconvenience, however Chat has zero authority to that system. We are here for general moving questions only

6/13/2013 9:16 PM EST

[redacted]: well then could you get on a phone and take care of this

6/13/2013 9:16 PM EST

[redacted] (U-Haul): We cannot access your personal information over chat lines due to the fact it cannot be protected and secure. You must call 800-GO-Uhaul

6/13/2013 9:16 PM EST

[redacted]: That`s fine I`ll contact the Revdex.com

6/13/2013 9:17 PM EST

[redacted] (U-Haul): Okay [redacted]. I apologize for the inconvenience. Have a good evening

6/13/2013 9:17 PM EST

[redacted] (U-Haul): [redacted](admin) has ended this session.

6/13/2013 9:17 PM EST

U-Haul: Thank you [redacted]. This chat has been ended.

Please start a new one if you have more questions.

6/13/2013 9:17 PM ESTDesired Settlement: $50

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted], I would like to apologize for not having the truck you reserved available at your preferred pickup location. We do our best to meet our customer's requests but sometimes it is just not possible. Because we could not contact you by phone an email was sent with the Poplarville pickup location. That was the closest location with the equipment available that you requested. We knew it was 25 miles from Bogalousa, but that was our only option. As of now there still is no equipment available in Bogalousa. I saw you cancelled your reservation and I am sorry we could not help you. If you still need to rent a truck and can contact our traffic department [redacted] will be happy to see if she can locate something else for you. At this time, it still will not be in Bogalousa. Her contact phone number is [redacted]. I would like to process a refund to you for the $50 reservation guarantee and I would also like to send you $50 in VIP certificates. The certificates can be used at any of our U-Haul locations towards any of our products and services that we offer. If you could email me back with a correct mailing address I will process both right away or if you have a phone you can call me at [redacted]. I have an address in Bush on file, but would like to confirm that is a good address. Once again, I do apologize for any inconvenience this has caused you and we do hope you will give us an opportunity to serve you again in the future. Thank you, [redacted] U-Haul Co. of Louisiana

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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: Rented a truck from U haul in which I purchased the available insurance. The assistant manager assisted me in my rental and assured me that their insurance would cover my in case of an accident. He also assured me that most personally owned insurances do not cover the trucks because they are much more expensive than normal vehicles. Needless to say I did need to file a claim and was told by their insurance provider Repquest that in [redacted] my person insurance company would serve as the primary company that would cover my claim, and I guess if there was something that my insurance didn't cover that they would cover the rest. Of course when I questioned the dealer they told me that they weren't insurance agents and conveniently could not offer any advice. Because of their lack of care on my truck claim, I decided that it would be best to remove the insurance coverage from my storage unit at that facility. I have no faith that they would take care of any claim that I would have on the rental unit. U Haul representatives including their general manager proceeded to tell me that I could not remove the insurance on that unit unless I provided that I had outside coverage for the unit. This is a policy that they decided to adopt after I started my contract. They did not sent out any notification of this policy change nor are they willing to make any acceptations. I believe that they should not hold this new policy to customers that had contracts in place before this new policy change. To add insult to injury every time that I make a payment the representative never know what my bill is or what I have previously paid, this is very unprofessional and frustrating. I have about two hours phone time invested in trying to get this resolved. Please help.Desired Settlement: I want the insurance removed from my account and I want them to start quoting customers that their insurance is just a secondary insurance and stop telling people that it will cover everything

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Storage Manager for our [redacted], followed up on the information Ms. [redacted] provided. She sent him the following email:Ms. [redacted], My name is [redacted] I am the [redacted] at the U-Haul at [redacted] where you have your storage. If you could please provided us with you homeowner or renters insurance information we would gladly reimburse the $27.80 that you have paid for the insurance through us on your unit. We will need the company’s name, policy number, agent's name and agent’s phone number. If you will please email the info to myself at [redacted] or the GM at [redacted]. Sincerely, [redacted] CSM[redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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 solution because U Haul decided to change their insurance guidelines after I began renting with them, I do not even live in the state of [redacted] so why would home owners insurance cover expenses off the premises in another state. U Haul neglected to even contact me to let me know their change in policy. They also tell their customers that their insurance covers everything, instead of telling them that their insurance is secondary. If they are worried that their customers may do something to damage their property I am sure that they already have it covered under their policy. As far as my stuff I do not have anything in that storage that I can not live without, so if it were to be destroyed I would live. Based upon the way they handles and wiggled out of covering the damages incurred with their stuck I do not believe that their coverage cover anything anyway.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the additional information Ms. [redacted] provided. He informed our office that [redacted], our Manager for our [redacted], will be in contact with Ms. [redacted] on Friday, June 21st. If Ms. [redacted] does not want Safestor Coverage, Mr. [redacted] explained that it will be removed from her contract. The storage contract will be marked that Ms. [redacted] does not wish to provide policy information for coverage on her storage unit and as long as she understands she does not have coverage with U-Haul.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 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: On Wednesday, August 21, 2013 my husband and I picked up our U-Haul truck for a one-way rental from Delaware to Bennington, VT. We had opted to return our truck to Brattleboro, VT for a reduced rate, even though it meant an hours drive from Bennington to return it. [redacted], the gentleman who rented us our truck in Wilmington at Delaware Equipment Rental (###-###-####), gave us a fourth rental day for free (to be returned on Sunday instead of Saturday) because he felt badly that we hadn't been able to pick up our truck at our preferred location. Then he printed out for us a list of places where we understood we could return our truck. We were not informed that there were locations on the list that he had printed out that would change the price of our truck rental. [redacted] explained to us that when we returned our truck on Sunday, we should make sure to choose a place that from the list that said "24 hour dropoff" if it was closed on Sunday. We arrived in Vermont and on Sunday, August 25th, when we were ready to return our truck, the first place on the list we had been handed was [redacted] and it said it was closed on Sundays but had 24 hour dropoff, so we decided to return the truck there. We returned the truck to what we believed was the correct location, and when the man who received our truck looked over our contract, he made no mention of the fact that the truck should have been returned somewhere else. So my husband and I were shocked when, two days later, we noticed an unauthorized charge of $565.37 on our bank statement for a late return and a wrong destination. Apparently, because our rental location was in West Brattleboro and not Brattleboro we forfeited our special rate and without our permission were charged a penalty. If I had known that I was expected to return the truck five minutes further down the road, I would clearly and happily have done so as we were already driving an hour out of our way to return the truck to what we believed was a correct location. I have followed up with multiple calls to U-haul customer service, two calls to the Vermont area field representative, [redacted], who was unhelpful and rude to me on the phone, and a written complaint to which I received no response. My contract states, "I understand that this equipment must be returned to one of the U-Haul drop-off locations listed on this contract or I must call the drop-off number." I, understandably I think, believed that the print out I received which listed return locations was a part of my contract detailing where I could return my rental truck. When I followed up with [redacted], the man who rented me the truck in Delaware, and Tom, the owner of Delaware Equipment Rental, both gentlemen agreed that I acted correctly with the information I was given and were appalled that U-Haul had brought these charges against me. We acted in good faith with the information that we were given and I believe that U-Haul has unfairly taken advantage of us in this situation.Desired Settlement: I am simply looking for U-Haul to do the right thing and refund us the $565.37 that they charged us without our permission.

Business

Response:

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

[redacted], our Executive Assistant for our Western MA and VT regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] as did our Traffic Manager and Area Field Manager. Ms. [redacted] was given a special destination rate to drop off in Brattleboro, VT. She did not call the regional office number documented on her contract upon arrival. Ms. [redacted] was charged accordingly based on drop off.

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 man who rented me the truck was aware that I was receiving a discount for returning the truck to Brattleboro, and he gave me a document with several return locations. If he had known that some of the return locations on that list would mean that I would lose my discounted rate, I'm certain that he would have told me or just wouldn't have offered them as options. The contract that I signed states "I understand that this equipment must be returned to one of the U-Haul drop-off locations listed on this contract or I must call the drop-off number." I understood the "drop-off locations listed on this contract" to mean the list of return locations that was specifically printed out for me and handed to me by the gentleman who rented me the truck. If those were not in fact the location to which I was meant to return my truck then I do not understand why they were printed out and handed to me with my contract. The verbal instructions that I received when I rented the truck were to choose a return location from the list I was given and to make sure that it had a 24 hour return policy, as many return locations are closed on Sundays. I followed those instructions. I believe I am being unfairly penalized for someone else's error and I deserve to be refunded for the $565.37 that I was charged without my authorization.

Business

Response:

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

A refund for the wrong destination fee has been issued back to Ms. [redacted]’s [redacted] account in the interest of customer good faith. According to her contract, she was charged $413 for dropping at the wrong destination. I issued a refund for $413 plus $35.11 for tax for a total refund of $448.11. The refund should post on her 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: I had a storage space with U-Haul on [redacted] in Gaithersburg and moved out October/November 2012. I have told them that I had moved out and they kept billing me. This went on for months. I called multiple times but to no avail. In September/October this year I went to talk to them face to face and told them to not use my credit card anymore. I had no property in their facilities and did not want to be billed again EVER. I didn't even ask for a refund I just wanted them to stop billing me once and for all. This had been a nightmare for way too long. They charge me $44.95 every months even though I have no business with them anymore. Today 11/5/2013 they are charging my credit card for $44.95 again! Now I have no choice but cancel my credit card which is extremely inconvenient because I have all my bills on automatic debit on this card. They are thieves! I don't understand how people like that can still be in business.Desired Settlement: I this point I would like a refund for the last 6 months that they have been billing me even though I had told them that I was out of their facilities and they promised not to charge my credit card anymore. That would be $269.70.Thank you.**

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage of Gaithersburg, followed up on the information provided. He informed our office he had a cordial conversation with Mr. [redacted] and Mr. [redacted] agreed he had no issues with the storage unit. Our GM confirmed there was a lock on the storage unit. Mr. [redacted] relayed that his wife filed the complaint and he was not aware of what was in the complaint. He indicated he had no issues with U-Haul but asked that we not automatically deduct funds from his account and that he will be in monthly to pay for the storage rental fee. Mr. [redacted] added that their unit has been occupied since August 2012 and that the charges are valid.

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

Business

Response:

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

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

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

Business

Response:

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

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

Business

Response:

May 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

May 23, 2014

Revdex.com ID# [redacted]

U-Haul Ref# [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

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

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

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

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

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

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

Business

Response:

May 23, 2014

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[redacted]:

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

Regards,

Review: I had everything I owned put in storage in [redacted], [redacted] Uhaul and a year and 7months later went to move it out and everything was covered in mold. Insurance gave us $1000 for the coverage we paid for and I was told that once we got the check we could ask for our $2000 that we paid toward rental of that unit.Desired Settlement: I lost a total of $6000 worth of items from my couches, clothes, kids clothes, mattresses, and ect. If I cant get that money back I would like my $2000 I paid in rent back!

Business

Response:

Thank you for forwarding Mr. [redacted] recent information to our office.

[redacted], Senior Staff for our [redacted] regional office, relayed she left a message requesting a return call from Mr. or Mrs. [redacted] in order to advise them of a refund for $1807.07 to resolve their concerns. This amount reflects what was paid for storage minus late fees that were incurred. They should receive a check within the next 10 business days.

Thank you for your continued concern and for bringing this matter to our attention as well as allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved a specific truck online and provided by credit card number 1 week before picking it up. When I arrived to pick it up, they did not have my truck, but only had the smallest truck I have ever seen. The General Manager, [redacted], said he would waive the 19 bucks for the truck rental. I did not have a choice, I had to take the truck and start moving as I was on deadline. I ended up having to make 2 trips. When I returned the truck early, I attempted to express my frustration and asked if they would not charge me for half of the miles, since I had to make 2 trips because they did not have the truck I ordered. [redacted] did not care to hear my story, and just processed my credit card for more money without my signature. I did not care so much about the 40 extra miles that they forced me to pay for, but I do care about the fact that my day took twice as long, and the General Manager did not care at all.I left [redacted]'s boss, [redacted], a voice mail asking for a call back, but never received a call back.Desired Settlement: Because I had to make to trips as a result of Uhaul not having the truck I reserved a week in advance with my credit card. I would like a refund for half of the mileage.Because of the Terrible customer service, I would like a refund for the entire purchase amount, as I am 100% not satisfied.

Business

Response:

September 5, 2012

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

Mr. [redacted], our Field Manager for the U-Haul Company of Phoenix Metro, followed up on the information Mr. [redacted] provided. He informed our office that our GM or our U-Haul Center involved offered Mr. [redacted] an apology and took steps to accommodate Mr. [redacted]. One rental period was applied and a refund for half of the total rental fees was issued. The credit for $43 was issued back to Mr. [redacted]' Visa credit card account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,