J.R.J. Tara Corporation

Review: Two things: I reserved a pick up the U-haul on 9/28/13 at 11:00 in [redacted] at [redacted] in [redacted]. When I went the vehicle was not there and I was told to go to 7 mile [redacted] Uhaul in [redacted] There was no vehicle at either place and I was told the next vehicle would not be available until after 3:30. Also, it was totally out of the way and I would have been charged extra miles just by renting a vehicle from there. I am supposed to receive $50 because of the reservation guarantee policy. I have yet to be contacted regarding my $50 and my reseveration number was [redacted] Next thing I ended up going to the [redacted] Uhaul on [redacted] in [redacted] and got a uhaul 09/28/13 around 4:00PM. This totally delayed my moving plans, but I needed to be out of my apartment as scheduled and had not other choice. Ofcourse, because of the delay due to Uhaul's error, I didn't finish moving until after Uhaul hours. I returned the vehicle as instructed and put the keys in the drop off box. The Uhaul in [redacted] charged my debit card several unauthorized charges totalling close to $350. When I inquired about they stated that there was grafitti on the side of the vehicle. There was no grafitti on the side of the vehicle when I returned it and I returned the vehicle in the exact same condition it was given to me in. I did not damage the vehicle and I should not be charged for it. If damages occurred to the vehicle it happened after I returned the vehicle. I am disputing their false allegations and I should not be charged for something that I am not responsible for.Desired Settlement: I would like a full refund for everything in addition to $50 they owe me for failing to honor my reservation.

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Mr. [redacted] our President for our [redacted]egional office, followed up on the information Ms. [redacted]provided and advised our office he spoke to Ms. [redacted]as well as sent her the following email:

This email confirms that I have refunded $151.79 on to the CC used in the transaction. A seperate reimbursement of $50 was issued on 9/30 for the reservation guarantee. Thank you for using UHaul for your moving needs.

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 10/4/2013 I rented a uhaul truck, I spent that night packing up my things, and loading them onto the truck. I left about 6 AM on 10/5/2013, I left at this time because I had a client who wanted some work done, but I needed to meet with him at 8pm. With my move being a ten hour trip, I figured leave at six, and even If I run into traffic, I can still make my meeting..... about 7 hours into the trip, the "Check brake light" came on. At this time, I tested the brakes, they did not work properly... the only action I could get out of them was by mashing as hard as I could on the brake pedal, and then it was barely any friction at all. As I was learning this, a grey sedan cut me off, and I had to merge to the right lane quicky, as I almost rear-ended the sedan. I managed to slow to 30 mph, and took the next exit. I stopped at a creepy looking gas station, and called the roadside assistance number right away. It took 30 minutes for the service tech to come out, he made some calls, and told me uhaul was trying to find a truck. I ended up sitting in my uhaul, for FIVE hours. Finally uhaul managed to find a truck 30 miles down the road. In this time no one even bothered to offer me food/drink. Once we got to the new uhaul, I had to move my stuff myself. The tech dropped the truck and made sure the guy at the sunco gas station knew what was going on, and left, the guy made sure I had the right paperwork... when I asked for a hand, he told me he told me he had to get back inside the store. I asked about the gas, as the first truck had over 1/2 tank of gas and the new one had less than 1/4 a tank.. I was told uhaul would reimberse me for it.

I made it to Maryland at about 9, at which my client told me not to bother, since I couldn't meet up with him when I told him I would, It was unacceptable for me to be over three hours late. (I told him at this point what my GPS told me, it would take another 2 hours to get to DE)

I made it to DE

upon talking to uhaul they would only give me 150 refunded to my card, and 100 in store credit... I just moved, I told them the 100 was worth nothing to me. As I moved up the chain of people, I was told people would call me in 48 hours, No one called me, they told me this twice, finally we called the corporate office and the woman there told us she would do nothing more than turn the 100 in store credit into 50 dollars cash. 200 dollars total. I was out 383 for the truck, and 61 dollars for the gas. I wanted a full refund for the truck, since Im now having nightmares about killing someone by rear-ending them, Im out the 800 for missed wages. Im not asking them for alot, and they will NOT give it to me.Desired Settlement: I am asking for the 383 for the truck to be refunded. Nothing more.

Business

Response:

October 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Manager for Customer Service of U-Haul International, followed up on the information Mr. [redacted] provided. She explained she spoke to Mr. [redacted] and his brother. She relayed he received a replacement vehicle within 6 hours and was still able to complete his move and arrive on time. She offered to issue a supplemental refund for $50, which would make a total refund for more than 50% of the rental in addition to the $100 VIP Certificate we sent to his email address. Mr. [redacted] mentioned he would be seeking legal counsel. Although Ms. [redacted] was hoping to reach an amicable resolution, she stated a full refund was not warranted.

In the interest of customer good faith, we did issue the supplement refund for $50 as mentioned above. The refunds for $250 should post on Mr. [redacted]’s next [redacted] account. We hope he will take advantage of the Certificate we sent him. 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 feel the Certificate can be of great value to Mr. [redacted] and is valid for 2 years.

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 was given 150 on my card, not the 250, as stated in your reply. I am looking for 383 to settle this complaint.

Regards,

Business

Response:

October 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 489240

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

As I had advised your office via email the same day I posted my response for Mr. [redacted], I erred in providing you with the wrong amount of refund that was issued. The correct amount refunded was $200, not $250. I apologize for my error.

I confirmed both credits did process for $150 issued on October 12th and $50 issued on October 19th back to Mr. [redacted]’s [redacted] account ending in 5588. His concerns have been reviewed on more than one occasion and the supplemental $50 issued on October 19th was our final resolution due to the fact we feel a fair adjustment has been made in this situation. As I relayed in my previous letter, I hope he will take advantage of the $100 VIP Certificate we sent him. We feel it can be of great benefit to him and is valid for two years.

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.

Should I provide documentation of the money Im out due to waiting 6 hours for the truck? I attached an image of the brake line just hanging down.... with that being broken like that, Ive had nightmares that I hit a car and kill someone, I have not slept right in weeks.

Regards,

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 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: 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: When I rented a uhaul van from this store, I was told by Uhaul representatives that I could return equipment anytime, even if it was after hours. This was not true, as I had to wait until business hours to speak to someone about returning issues.Desired Settlement: I would like a refund of the truck I used because I did not get to complete my moving needs with it. It inconvenienced me, and I still have no way to finish my moving at this time. I would like to go some where else to finish moving, if I have to.

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Downtown in Sacramento, followed up on the information Dr. [redacted] provided. He sent Dr. [redacted] an email explaining they have tried contacting her about payment but have been unsuccessful. Dr. [redacted] had sent an email that she was going to return the truck to a different location although the truck is locally assigned to the U-Haul of Downtown Center and she signed the contract agreeing to return back to that location. After that they received no further contact from her. We eventually located and retrieved the U-Haul truck but Dr. [redacted] refused to turn over the key to Mr. [redacted]. Her items have been put into storage and Mr. [redacted] will be updating her soon on the final bill.

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: My complaint is associated with the extremely poor service I received from multiple parties within U-Haul related to U-Box contract [redacted].I decided to enter into this contract because the U-Haul website represented the U-Box service as a hassle-free, relatively inexpensive service. In reality, this failed U-Box contract has caused me a great deal of emotional distress and painful physical exertion.My original contract included the transfer of one U-Box pod from Durham, North Carolina to Houston, Texas. I also purchased, based on the advice of a U-Haul customer service representative, the following services from an independent mover through the U-Haul website and affiliate platform Moving Help:Pickup of U-Box pod and delivery to my residence in DurhamMover assistance in loading my U-BoxTransfer of U-Box back to U-Haul storage facility in Durham for shipment to HoustonTotal of ~30 days from loading day to store equipment before pickup in Houston destination; final pickup and unloading of U-Box at my convenienceThe day before these services were to occur, on Saturday May 10th, I received a phone call from the first mover (Mover A) that they did not possess the equipment to tow the U-Box and they could only help to load the box. In a scramble, I contacted U-Haul and Moving Help once again and found a new mover to assist with each of the above phases of the move (Mover B).The following day (May 11th), four hours after the U-Box was supposed to be brought to my residence, I received a call from Mover B that he was at the U-Haul facility and he too did not have a truck or proper equipment to tow the pod. He handed the phone to the U-Haul representative, who demanded that if I needed the job done, I must pay for a U-Haul truck and trailer hitch rental so the mover could bring the pod to my residence. The reason it was my responsibility to pay was because the mover did not have a credit card to pay for the equipment himself. The expectation from U-Haul was that I pay for and place these items in my name, despite already paying for all of these services, and meanwhile entrusting an irresponsible mover whom I had never met to lease the equipment in my name, forcing me into unlimited personal liability of the equipment while in the movers hands. Please note, these are all services that I already purchased in my initial contract and I had already paid for in a previous credit card statement.After refusing, I received continued pushback from both the U-Haul representative and the independent mover, who eventually decided to quit on my job, leaving me stranded without a U-Box pod and any mover assistance to complete the job.Upon realizing that my entire move was in jeopardy, I tried to patiently work with the U-Haul facility representatives in Durham to solve the problem. What I received, however, was an unwarranted attitude and continued poor customer service. The representatives kept putting me on hold and then forwarding me to the corporate U-Haul phone line, without my asking, which at the time was taking customer service representatives an average of 45 minutes to answer calls and had no idea how to solve my specific problem. Finally, U-Haul agreed to ship the U-Box to my residence within the next two hours (now 6 hours after the time I expected to receive the pod) and pick it up, but would charge me $150 for the service and would be unable to provide any personnel for moving. Again, this is a service I had already paid for, which also should have also included movers to load and unload my belongings. The U-Haul representatives kept trying to shift the blame to Moving Help and the independent mover, but it was U-Haul that pointed me in their direction when I entered into this contract. Moreover, according to its website, it is U-Haul that powers Moving Help, and it is AMERCO, the parent of U-Haul, that profits from Moving Help. It is poor business practice to ignore serious problems a customer is having by trying to redDesired Settlement: DesiredSettlementID: Refund

My desired settlement is a full refund of the U-Haul contract. The amount paid is $957.00

Business

Response:

June 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Chapel Hill Blvd, followed up on the information Mr. [redacted] provided. She informed our office, due to the fact the moving company Mr. [redacted] hired was not able to tow the U-Box to his residence, Ms. [redacted] had the U-Box delivered and then picked up from his residence at no charge. The fee collected was for the shipping of the U-Box only. Our office was also advised that the moving company Mr. [redacted] hired is no longer active on MovingHelp.com due to their lack of customer service toward our U-Haul customer’s.

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.

It is true that Ms. [redacted], after significant argumentation, agreed to deliver the U-Box to and from my residence at no charge. However, as I mentioned in my complaint, this was just a portion of the services I had purchased on the MovingHelp platform, which was to include loading and unloading of my belongings both at my residence and at the U-Haul warehouse.

Moreover, this response did not address any of my other issues outlined in the complaint. Specifically, the unnecessary combative attitude of U-Haul site representatives and telephone customer representatives throughout this move and the multiple last-minute cancellations and adjustments to the contract that required me to spend six hours individually loading my belongings into the U-Box pod and five hours waiting on hold for U-Haul representatives.

I thought it was extremely poor customer service for the Chapel Hill Blvd. site employees, on multiple occasions, in an attempt to ignore my problems (that were caused by U-Haul), put my phone call on hold for an extended period of time only to transfer me to a corporate customer service line, despite my repeated request to not do so since the hold time was over an hour on the customer service line.

When I arrived in Kingwood, TX at the U-Haul site, my U-Box had been locked up and neither I or the receiving site had received a key to open the lock. I again had to wait hours for a neighboring storage facility employee to retrieve the tools to break the lock. This is just another example of how poorly my contract was handled by U-Haul.

If your final paragraph is true, and your customers are in fact very important to you, you should understand that the way my U-Box contract was handled was dreadful and physically damaging. U-Haul put the safety of one of its customers in jeopardy by refusing to take responsibility or action after its own errors.

For the sake of future customers, I appreciate the fact that the moving company has been removed from MovingHelp.com, however, that does nothing to address my specific issues. Again, in light of your commitment to customer service, I request a full refund or in the least a discounted price for my U-Box delivery contract.

I appreciate your time.

Regards,

Business

Response:

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh regional office, reviewed the information Mr. [redacted] recently provided. She advised our office she was at our U-Haul Center when Mr. [redacted] was calling. They were extremely busy and assured our office our GM, [redacted], was never rude to Mr. [redacted]. Ms. [redacted] apologized for delays and did get Mr. [redacted]’s U-Box delivered to him at no charge. Ms. [redacted] explained they did the best they could under the circumstances and also relayed that a refund will not be issued.

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 07/15/14, I was contacted by Uhaul that they had moved my reservation to another location. I told this was an inconvience for me and they gave me a number to traffic control and I spoke with [redacted] and she said I need to contact customer service. I spoke with [redacted] a customer service rep and she could not help me she just kept putting me on hold and when I asked for a supervior she hung up on me. I then called back and spoke with a Supervisor who states they can move my reservation and some where in the fine print it states that. I advised him per the website site it states that there is a 50.00 guarantee "Should you not revieve the equioment size, location and pick up time you agree to that you will be compensated 50.00 and I did not agree to move my location to another city away from my home. He states there is nothing he can do. They never tried to assist me compensate in any fashion. This was the worst customer service I have ever experienced.Desired Settlement: The $50.00 guarantee be honored and I would like a formal apology in writing.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] on July 17th regarding her reservation. Ms. [redacted] relayed her preferred pick up location was just down the street from her. Ms. [redacted] offered an upgrade to a larger truck at no extra charge, which Ms. [redacted] agreed to and did in fact pick up on July 18th to complete her move. Ms. [redacted] assured our office she would address the information Ms. [redacted] provided with all involved to ensure proper reservation 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,[redacted]Executive AssistantU-Haul International

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: I am extremely frustrated with trying to resolve an issue with a Uhaul location at [redacted]. I reserved a truck and movers online at www.uhaul.com. After the initial reservation was placed, the movers [redacted]. Hired through [redacted]- through Uhaul.com) contacted me to arrange a specific time for the move. During that call, I asked if the movers had an appliance dolly because I needed to move a washer and dryer. The [redacted] representative I spoke with told me that I would need to rent an appliance dolly through Uhaul because they could not provide equipment per their "contractual agreement" with Uhaul. I responded that that was no problem- I could rent one along with the Uhaul truck. I then went back online to update my Uhaul reservation. I updated the size of the truck, the pick-up time and reserved an appliance dolly. On the day of my move, June 28th, I arrived at the Uhaul location at 5:15pm to pick up my 14' truck and appliance dolly. The Uhaul representative then informed me that they were "out of appliance dollies. Sorry, we've had that issue all day". I was (and currently am) angry that my reservation could not be honored. They ended up supplying me with a regular dolly "hopefully, that will work out for you". The movers arrived on site and initiated the move. Towards the end of the move, I reminded the gentlemen about the washer and dryer. They both looked stunned and said that they could not move the washer and dryer with a regular dolly- they would need the appliance dolly. They then said that they could "try to move it down the stairs but, they might hurt themselves or my appliances.". What was I supposed to do at that point? I could not order them to move my equipment. I was forced to leave my washer and dryer in my apartment that day. My Uhaul cost (truck, gas, labor and tip) $97.01 + $22.50 + $124.95 + $40.00 (respectively) = $284.46. I had to then hire two additional movers on another day to move my washer and dryer. The cost for that move (labor and tip) $125 + $15 = $140. Total spent on moving a small, one bedroom apartment with minimal furniture totaled out at $424.46! All of this because of a failure to provide $10 rented appliance dolly as included on the sales presentation via the online order. I filed a complaint with the direct Uhaul location. I was contacted by a woman named [redacted]. [redacted] was abrasive and a pitiful, embarrassing representation of customer service on Uhaul’s behalf. [redacted] explained to me that the "reservation is not really a reservation". What does that even mean? I explained my frustration with the fact that I placed a reservation and the store was unable to fulfill my reservation with the required equipment. She explained that each store starts out with the same number of appliance dollies each day however, if a customer comes in and needs one- they have to give it to them regardless of any future reservations. This does not make sense to me. Why give customers the option to reserve equipment if you cannot provide said equipment? [redacted] also told me that the Movers are not contractually prevented from not providing equipment. However, under the Customer Service tab at www.[redacted] it says "Do Moving Helper’s provide a TRUCK or SUPPLIES? No, we are a connection to labor only services. You can visit uhaul.com (hyper link to Uhaul website) to order a truck, or any moving supplies you may need.". [redacted] then recommended that I contact the movers directly because “that is on them”. I chatted with a [redacted] representative and was told that they could not do anything because the movers had been paid out already. I then filed a complaint with [redacted] via [redacted]. I received a response from [redacted] that states, the fault is on Uhaul because the proper equipment was not provided. All parties (Uhaul, [redacted] and [redacted]) are pushing blame/responsibility onto the other one. The main issue is that I followed all provided instructions (reserved equipment required to complete my move in one trip as outlined on Uhaul website, [redacted] website and phone conversation with [redacted]) and I am being penalized for the business’ failure to deliver on the reservation.Desired Settlement: [redacted] (with Uhaul) first offered me a "VIP credit. I declined. After this colossal nightmare of an experience, I very regretfully doubt that I will ever use Uhaul again. [redacted] then offered to send me a $50 check as part of the 'Uhaul Reservation guarantee" (even though the reservation wasn't really a reservation.) While I appreciate the offer of $50- that is minimal compared to the total amount I've spent on this move - $424.46. I expect to be reimbursed the total amount of the Uhaul reservation ($284.46) because of the a) failure to deliver on the reservation, forcing me to have to hire additional help and b) overall experience with reservation and customer service ([redacted]).

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Charlotte regional office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], Please accept my apology for the problems you experienced with your reservation. Although U-Haul makes every effort to ensure your equipment is available for you when you arrive, there are times when you may be referred to another location. This is when we offer the $50.00 reservation guarantee. I do see that the GM has submitted a refund check in the amount of $50.00, that was cut on July 7th and is being delivered via first class mail. Unfortunately, we will not be able to refund for your moving help, but I can offer an additional $50.00 VIP certificate to use towards a future rental or purchase with U-Haul. I hope you find this as a satisfactory resolution and we look forward to the opportunity to help you with any future moving or storage needs. Sincerely, [redacted] Executive Assistant U-Haul Co. of Charlotte

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.

This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable.

I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.

Regards,

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Charlotte regional office, reviewed the information [redacted] recently relayed to your office. Please be advised we have met our contract obligations by issuing a refund for the $50 Reservation Guarantee Fee because we did not have the appliance dolly available. Because we value [redacted] as a customer, we 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. There will be no further refunds issued.

As a side note, it would seem that a company that is hired to provide the labor to move an individuals household would have the appropriate equipment that would enable them to do the move.

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,

Maria Palmisano

U-Haul International

Review: While helping [redacted]. move from [redacted] In, contract # [redacted], the company requested a payment of $100.00. I offered my credit card for this payment but it was "declined" (do not know why as the card was good) and the firm stated the payment could be made in cash. The $100.00 was paid in cash but the firm then returned the money saying it was not needed. I was assured my card was not and would not be charged.On or about 8 Sept 2014 my card was charged $213 +- for " additional mileage and gas". I contacted the company and after being shuffled to two different regional managers was assured the charges would be reversed and my money refunded. This was done and I was told the account was being turned over to collections and the appropriate party would be charged. I was told since I was not on the contract and had signed nothing I should never have charged according to company policy. The charges were reversed and my card credited.On 6 Oct 2014 I was checking my credit card balance (I had made an extra payment due to the first fraudulent charge) and found my card had again been charged by UHaul, this time for $182.92. When contacted the company explained that the account was turned over to collections and a promissory note signed (not by me) but for some reason they had again charged my card. They again promised to return the funds and this time flag my card as not to be charged for any rentals/charges. I do not understand this since I am not on any contract and have signed nothing with this firm but seem to be only a convenient number to charge.Desired Settlement: I would like the charges to my card reversed immediately and that no further attempts to charge my card be attempted.

Business

Response:

Thank you for forwarding Mr. [redacted]’ concerns to our office.

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and spoke to him regarding the charges. Our Collections Department was notified to credit back the two charges for $30.49 and $182.93 back to Mr. [redacted]’ credit card and generate a Promissory Note in the name of the lessee listed on the rental contract.

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

Sincerely,

Executive Assistant

U-Haul International

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: In April of 2014 I entered into a contract with Uhaul in [redacted]. After several months I was unable to continue paying for the storage. I removed the card that was attached to the account in September 2014. In October the card was charged again, we were told it was a mistake on our part and there was no help they could give us. We then removed the card from the again. In December I received an email stating that our pods were being sold and that they didn't have a valid card on file.

On January 1st, 2015 we were charged twice, each charge was for $276.58. We were charged a third time on January 2nd, 2015 this time for the amount of $98.29.

I then called the office in [redacted] and spoke to the store manager who informed me it was their policy to put the card back on file automatically once a month. In addition I was told that not all the pods were paid in full so they would be charging the account again to get the remaining balance.

The online account was then changed by someone so we could no longer access it.

My family is currently homeless and we had already accepted that our things had been sold to pay the remaining balance of what we owed to the company.Desired Settlement: I need a refund of this money. If I do not get a refund of this money in the next few days my family will no longer be able to stay in the place we are at and will be forced on to the street.

Business

Response:

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email in response:[redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Per your request, the two charges of $276.58 and the one charge of $98.29 have been refunded to your account. Your new balance due is $1139.61. If non-payment continues your boxes will be sold to satisfy the lien. Please contact general manager L[redacted] at [redacted] if you have any further questions regarding your account. Thank you, [redacted] Executive Assistant U-Haul Co. of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Charged me for a $50 no show fee even though I reschedule Uhaul pick up date. Uhaul Customer service not doing anything.

I have been fighting with both Uhaul and [redacted] to get my money back for a charge that should not be there. The charge is for a $50 no show fee for a reservation that I rescheduled from Sunday to an earlier date which was a Thursday, Dec 4. I contacted both [redacted] and Uhaul and they both saw the charge and said they would refund my money. That was around December 12th. Never got my money and call both companies back and [redacted] and could not find the charge. I got a hold of Uhaul and they put it in the system that they would process the refund and that was December 22. They said my refund would be happen around December 26 or 27. Never got my refund. I have gotten in arguements with both Uhaul and [redacted] and my money is still not refunded. The company is stealing from me by not returning my money for a charge I should have never received.

Uhaul Reference number is [redacted]Desired Settlement: I am wanting my money back for the $50 no show fee by the 15th of January or I will be filing a civil suit against [redacted] and Uhaul for stealing from customers. I have people who also stated that Uhaul charged them for things they did not purchase or reserve.

Business

Response:

January 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Our records indicate a refund for the $50 fee was in fact issued back to [redacted]’s [redacted] account ending in [redacted] on December 23, 2014. The refund should post on his next credit card statement if not already.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 9/22/14, I called U-Haul Moving & Storage at their [redacted], Bloomington, Il 61701 location @ ###-###-####. A man named [redacted] answered the phone and I asked if there were any 26 foot trucks available and if UHAUL had any movers available on short notice. [redacted] confirmed that there was a truck available and he was available to do the move. He advised me to come in to the office listed above and rent the truck. I went in to the office, met [redacted] working behind the counter, paid for the truck and made arrangements to meet [redacted] in an hour at the U-Haul location listed above. I did go back and meet him about an hour later- around 2pm. [redacted] drove the UHAUL truck and followed me to my home. I went through the home showing [redacted] and the young lady with him what needed to go and what needed to stay. He and the young lady that rode with him began loading the truck so I went to get my daughter from school and meet them at the new home. They assured me they had everything under control. [redacted] drove the UHAUL truck from my former home in Normal, Illinois to my new home in LeRoy, Illinois. When they arrived, they unloaded the truck. When the work was complete, I paid him $400 cash as he quoted me at the UHAUL office. After he left, we started finding damage on every piece of furniture he moved, holes and scratches on the walls of the home I just purchased, and many, many items he left behind at the old house. A day or two later, [redacted] texted me asking for more money for gas. I asked him for his insurance information and told him of the extensive damage and he did not reply. I contacted and filed a claim against my renters policy at State Farm but it was not a covered issue. The claims adjustor advised me to contact UHAULS corporate office and file a claim with them. I did contact UHAUL and corresponded with [redacted]@uhaul.com) who said she escalated the issue to my Marketing Co President [redacted]. [redacted] stated they are not responsible because U-Haul MOVING co does not MOVE peopleDesired Settlement: DesiredSettlementID: Replacement

I want to be compensated for the $400 [redacted] got me to pay him by presenting himself as a mover aligned with UHAUL MOVING AND STORAGE. iN ADDITION, I would like compensation for the items damaged by [redacted], the employee who I hired to MOVE me from U-HAUL MOVING AND STORAGE. In addition, I want a refund of everything paid to U-HAUL MOVING AND STORAGE for the use of the truck that I never drove or rode in at all. I have texts, photos, witnesses, and emails that prov

Business

Response:

October 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided. She sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. Please be advised this U-Haul Dealer is an independent business man that rents U-Haul trucks and trailers off his lot as a secondary business. He is not a U-Haul employee. U-Haul employees do not pack, load, and/or move customers. Ms. [redacted] explained in her email that the responsibility of the move would be this independent businessman, therefore, Ms. [redacted]’s concerns need to be directed 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

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.

[When I phoned the UHAUL office and inquired if there was a truck and movers available, I was informed by [redacted], the UHAUL employee that answered the phone, that there WAS a 26 foot UHAUL available AND he was available to move me on short notice. [redacted] IS a UHAUL employee, he answered the phone, he presented himself as a mover, and did the reservation of the truck on my behalf. I went into the UHAUL office and [redacted] entered my information into UHAUL's computer system, took down the mileage of the trip and so forth, and I swiped my credit card to reserve the truck with [redacted]'s assistance. I then went back to meet [redacted] AT UHAUL. He took the keys to the truck and did all of the driving, loading and unloading of the truck. How UHAUL can now attempt to distance themselves from the damage done to my home and furniture by THIS UHAUL EMPLOYEE with disastrous results is insulting and shows a total lack of professionalism and lack of ethical business practices. ]

Regards,

Business

Response:

October 22, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

I apologize for my error is stating the U-Haul location in question is an independent businessman when in fact it is a U-Haul owned location. [redacted], our Executive Assistant for our Illinois Regional Office, sent the following email to Ms. [redacted]:

Good monring [redacted], I have spoken with my Marketing Co President [redacted], he stated because [redacted] was doing this as a side business and not on the clock at U-Haul, it is 100% his financial responsibility. U-Haul does not move customers , all movers are outside entity. I do apologize but it is his responsibility. Thank you [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: Incorrect mileage typed in the rental agreement. The agreement was signed in the store, before seeing the vehicle. The vehicle was dropped off at the night drop with a note on the agreement that the mileage was incorrect. No contact from uhaul, instead they just overcharged by going off of the mileage that was wrongly typed in the agreement. Attempted to speak with them about this. Two agents hung up on me, the third finally put in a reimbursement request. Received a call from the local store manager stating we signed the agreement showing the mileage and that there is no way they could have mistyped the number. Refused to show records from previous rentals. Ended up being charged twice what we originally expected because of this ordeal, with no way to dispute it.Desired Settlement: New rental agreement acknowledging correct mileage then refund of overcharges.

Business

Response:

April 20, 2015

Revdex.com ID#: 10579076

U-Haul Ref#: 808763

Thank you for your concern for our customers Timothy Reine and Eszter Guraly, whose name is on the rental agreement.

[redacted], our Field Manager for our Southern Louisiana Regional Office, followed up on the information Mr. Reine provided. He informed our office he attempted to speak to Mr. Reine or Ms. Guraly but reached their voice mail. He left a message, which included his apology for the inconvenience they experienced. As we value Ms. Guraly and Mr. Reine as customers, Mr. [redacted] sent them a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: This complaint is in regards to a trailer rental and hitch installation that took place for my car in July 2014. I rented the trailer and had a hitch installed to my 2010 Hyundai Elantra to tow it from [redacted], Washington to [redacted], Texas. I made these purchases through the Uhaul location at [redacted], [redacted], WA [redacted].

I moved to [redacted], Texas from [redacted], Washington in August and was going to tow a trailer with my 2010 Hyundai Elantra. Using the Uhaul website’s recommendations based on the make and model of my car ([redacted]://[redacted]) I selected the trailer (5’ x 8’) and then followed the various steps – I would need to have a hitch installed in order to tow the trailer and then reserve the trailer for the needed dates. The hitch was installed for $355.55 on 7/19/2014. I picked up the trailer on Wednesday, 7/30/2014 (paid $699.54), took it to my house, loaded it up and then left for a weekend away. My plan was to come back on Monday, August 4 and leave [redacted] towing the trailer to [redacted] on Wednesday, August 6, 2014. On August 1, 2014, I did some research on Hyundai Elantras and learned from reading the details of my car’s manual that it could only tow 750 lbs, not 1,150 lbs as your website claims (see attached documentation).

As soon as I read through the user’s manual for my car, I called Uhaul’s national office to try to figure out how we could resolve this. The woman on the phone on July 30, 2014 told me that it wasn’t possible that Uhaul would have given incorrect information about hitch loads for a vehicle. That the information was based on what the car could handle. I insisted that the Hyundai user’s manual said otherwise. At my insistence, she told me that she would file a complaint on my behalf and a manager would contact me. About one week later, after I had returned the trailer and explained the situation to the service person in the [redacted] Uhaul shop, I received a call from the manager of that location, [redacted] White. He proceeded to tell me that I was wrong, that he does this for a living and I do not. He was defensive and aggressive. The conversation turned into a screaming match and we were disconnected because I was traveling and lost reception on my phone. All communication with [redacted] since that incident has been electronic (please see attached email correspondence).

Uhaul has taken zero responsibility for ANY wrong doing in this situation which I find unprofessional and an affront to me as a customer. My car would have likely been destroyed if I had taken the word of your company’s website on what it was capable of towing. Not only did [redacted] take zero responsibility but everyone I have spoken with at Headquarters has also denied any wrong-doing. This is disappointing, to say the least. I paid a total of $1,055.09 to Uhaul for the installation of the hitch and the trailer that I never used. I received a check from [redacted] for $537.87 for the days that I was charged for the trailer rental but nothing else. That is not enough. I believe that I deserve a full refund of the actual costs but this will not account for time and energy I devoted to amicably resolving this problem.

The purchases that I made from Uhaul were based on recommendations given by the Uhaul website and Uhaul employees which stated that my car was capable of towing more than the maximum weight allowed by the manufacturer. I have not received the balance of what I am due, $517.22, and have spent countless hours attempting to get this resolved. I have received nothing but grief and denial of responsibility from every single employee I have spoken with. I am appalled that a national company that has been in business for so long, would treat a customer this way.Desired Settlement: I would like Uhaul to change the maximum allowed tow weight for 2010 Hyunadai Elantras on their website and refund me the remaining $517.22.

Business

Response:

February 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Ms. [redacted] relayed she did not have the hitch removed before she left for Texas because she did not have time and was also not happy with the fact Ms. [redacted] did not give her the rental for free. After Ms. [redacted] hung up, Ms. [redacted] called back and left a message explaining she would issue her a refund for the hitch, the hitch ball and converter plus tax for a total of $215.23 in addition to the refund for $537.84 that was already refunded.

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.Thank you for responding to my concern regarding the hitch installation and rental of the trailer. Yes, I was disappointed that Uhaul did not give me a complete refund as I would not have rented the trailer in the first place had the Uhaul website not provided miss-information about the towing capacity of a 2010 Hyundai Elantra (please see documentation that I have provided to Uhaul from the Hyundai owner's manual about the maximum allowed tow weight). The $537.84 that was refunded should not be brought into this discussion at all as it was refunded to me for the days that I did not use the trailer and the mileage difference because it was not taken to Texas. It had nothing to do with the dispute about the trailer rental or the hitch installation. Regarding the $215.23 promised to me by [redacted]. I have a recording of her, on my phone, saying that she would like to give me this money as a showing of good faith in an effort to maintain me as a customer (no mention at all of needing to have the hitch and ball removed). I responded to [redacted]'s message during the week of March 2nd and confirmed that I would accept it. She returned my call with an email stating that she would give me back $100. When I responded asking why she was changing the amount she told me it had been too long. She also stated that I was trying to get something for free and that she would not allow that. She asked me to explain, again, why I thought I deserved to get this money back. I told her I was not willing to explain this for a third time (we went over this on 8/25/2014 and 2/11/2015). She raised her voice at me and I told her I would not tolerate this treatment and that I was going to hang up. I have not spoken to her or corresponded with her since then. The Revdex.com representative handling this case informed me that [redacted] claims that when she originally offered the $215.23 that she said I would need to return the hitch. That is absolutely not true. I have a recording of her saying it was a return in good faith. Uhaul has been inconsistent and incredibly unprofessional in this matter. It is very frustrating that the story about what will be given to me changes every time I speak with the company. I expect the $215.23 to be returned to me without me having to return the hitch as this was the agreement.

Regards,

Business

Response:

April 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Seattle Regional Office, reviewed the current comments from Ms. [redacted]. She relayed to our office that it has been communicated to Ms. [redacted] several times that she needs to return the hitch, hitch ball and converter before the refund can be issued. She was told she could even return these items to a U-Haul location in Texas. Only after this is done will the refund for $215.23 be issued. Ms. [redacted] mentioned that Ms. [redacted] cannot keep the hitch and receive a refund too. It must be removed and returned for the refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Hello my name is [redacted] on 5/24/15 I attempted to pick up a pickup truck that I reversed at the uhaul moving and storage at [redacted] Cleveland Ohio location then I was notified that I was on E-Alert so they printed me a peice of paper that said call this number so I called and the lady on the phone said I couldn't rent because I was associated with a family member that owed money how I'm responsible for another persons billDesired Settlement: My name removed from e-alert, an apologie and a $100 gift certificate for embarrassment

Business

Response:

June 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Both [redacted], our Executive Assistant for our Cleveland Regional Office, and [redacted], our GM for our U-Haul Moving and Storage at Clark Ave., followed up on the information Mr. [redacted] provided. When Mr. [redacted] attempted to rent a U-Haul truck, we found there was a match on the information he provided with a [redacted], who is currently on E-Alert for non-payment of several contracts. Mr. [redacted] is associated with [redacted], Inc and owes over $600 in unpaid rental fees. Because of the match, Mr. [redacted] has now been linked to the E-Alert file we have on Mr. [redacted] and [redacted], Inc. Please be advised we are not holding Mr. [redacted] liable for the debt, however, until the debt is paid in full, he will not be able to rent from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

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.What information matched i'll fax a copy my driver's license to prove the information doesn't matchsounds to me that you said you not holding me liable but not being able to rent sounds like you arei just want my name removed so I can rent and a $100 uhaul gift card

Regards,

Business

Response:

June 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] additional comments to our office.

[redacted], our Executive Assistant for our Cleveland Regional Office, reviewed Mr. [redacted] comments and sent him the following email in response:

Dear Mr. [redacted] Do to your association with Mr. [redacted], and [redacted], U-Haul of Cleveland will continue to deny you services until the outstanding balance paid. In your past transaction the use of his email address, home address, corporate account number and phone number have placed you on our Ealert system. I have contacted our Corporate accounts office in Phoenix and was also informed that they also have several contract(s) that are outstanding. Please accept our sincere apologies, but until the outstanding balance owed is paid, we will continue to deny services. U-Haul of Cleveland

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

Very poor customer service. Took over a half an hour for someone to help pay a bill. Now apparently they make a note that I can never rent another truck from uhaul due to there poor service. I will never use this company again. This is twice I have used them in the past 2 years and both time very very poor service.

To our demise (We have had negative experiences with this company in the past) my husband and I had to rent a truck from haul for a small move of some possessions into a studio space. We were extremely cautious and careful about our every move in renting and using the truck because we know from experience that uhaul makes many "mistakes" in its charging of its customers and rarely gives correct information regarding drop offs, etc. We rented a truck for one-way from the Uhaul in [redacted] in [redacted] and was given the truck with a completely full tank of gas. First, arranging for our one-way drop off was a HUGE hassle and confusing mess. We had to find a location, its address and its hours on our own because the information uhaul provided to us upon our pickup was incorrect. The drop-off location that was closest to where we wanted to drop off, we called, and was greeted by someone who could give us NO information on how to drop off our truck. ([redacted]). Because we were short on time, we went ahead with our move with the hope of an easy drop off at this location, and worse-case-scenario, we would have to take it to a different location about a mile away. After our move, we filled our gas tank with as much gas as the truck would accept - this was only about $12 worth because we hadn't even used 1/4 of our tank. We then dropped off our truck at the [redacted] (which was a parking lot with no obvious sign that they were actually the location we were looking for). A man met us, took our keys, and said we were all set to leave and that haul would send us a receipt. The next day, we were emailed a receipt that showed a picture of a gas gauge with only 3/4 of a tank of gas, and a charge for $35.93 for not returning our truck with the same amount of gas that it contained when we picked up the truck. It has now been 3 hours of us calling between customer service, the [redacted] Uhaul location, and [redacted] to find out why we have been charged for gas and with whom lies responsibility for this mistake. We have spoken to 4 different customer service reps to be told that we needed to speak with [redacted] because they were the ones who told Uhaul that the truck was returned with insufficient gas. We then called [redacted] and spoke with someone who told us "it's not my job" in giving us answers as to why they gave uhaul the incorrect information, and then we were hung up on. We then called the [redacted] location and spoke with an employee who told us that it was not their job to clear us the mistake with [redacted], and when we asked to speak to a manager, we were lied to and told that no managers were there that day. Then, again, we were hung up on. Uhaul CLEARLY does not know how to conduct business with their "partners" at drop off locations, and have now made it OUR problem. A QUALITY business would have resolved this situation FOR their customer, and apologized for the mistake. I am shocked and appalled that a company as large as Uhaul cares so little about their customers and the customer service that their employees are providing. There has not been ONE employee within the entire company that we have ever come into contact with who has taken any kind of responsibility or ownership for the problems we had had with our service and experience. It's very frustrating and disappointing, especially living in [redacted] and needing a reliable truck rental company for all of the moving we do. Unfortunately, our first terrible experience with uhaul was even worse, scamming us out of about $150 (that we were NEVER reimbursed), but what really bothered me about this experience was that it was only a $35 charge, yet it took hours of our time to try to remove it from our bill. What a shame..