J.R.J. Tara Corporation

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,

Review: At the end of May, we rented an indoor storage unit at this location and filled the unit with contents from an apartment. When emptying the unit (on July 21), we discovered that there had been considerable water damage and that some items were no longer usable (they had visibly untreatable mold). At the time of the incident, I took pictures of the damage and asked the general manager to witness the damage and determine the source of the leak. He did, determining that it was "a leak in the roof". He said, "No worries, our insurance company will take care of this". So, at his suggestion, I filed a claim with RepWest. Today, I received a letter from RepWest basically saying 'you didn't take the optional content insurance, therefore you have no claim'.So I tried to reach the general manager to resolve -- he no longer works there -- and thus far, no one else has returned the message.While I quickly acknowledge, as the insurance company indicated, I did not take the supplemental storage insurance offered by U-Haul, I would have expected (at the VERY LEAST) the facility to be DRY......not too high a bar now is it??? Have we really gotten to the place where a consumer needs to insure that even the most basic of expectations will be met by a business?? Does a consumer really need to purchase additional insurance so that a storage facility can avoid basic maintenance and claim it's not their responsibility??? Just to be clear, there wasn't a hurricane, or a tornado, or an act of God...this facility was simply poorly maintained and I suspect U-Haul (or this franchise) was negligent in upkeep....and probably knows it!!!!Allowing a business to advertise a dry storage facility, and then not provide it because of their incompetence or neglect is abhorrent. I am simply asking U-Haul to take responsibility for failing to meet even the most basic standards of doing business and reimburse us for the damaged items.Desired Settlement: See list of damages filed with RepWest (with copies sent to U-Haul, White Plains).

Business

Response:

September 28, 2012

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

Ms. Kathy Lundgren, our Executive Assistant for the U-Haul Company of Lower Hudson Valley located in Newburgh, NY, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] chose to decline Safestor Protection and be self insured. She relayed our GM of our U-Haul Center involved will be in contact with Mr. [redacted] and also explained reimbursement for damages will not be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please note that I never disputed the fact that optional insurance was purchased -- it wasn't. What I contend is that:

1) language on U-Haul’s homepage (copy attached) is false and misleading. It promotes their storage facilities as "clean, dry and secure” -- and thus sets consumer expectations. No where does it say, “only if you buy additional insurance” will these most basic criteria be met. By self insuring, and not withstanding an act of god, I presumed that U-Haul would stand by the pledge that they market prominently on their homepage.

2) why, on the day the damage was discovered, did the U-Haul General Manager in White Plains, Jeramie Wheeler, ask me to photograph the damage and submit a claim? At the time, he knew I didn't secure optional insurance (we talked about it), but nonetheless acknowledged U-Haul’s fault and responsibility. Then, when I did submit the claim to the insurance company, RepWest, they asked me for even more detailed information including itemized lists, copies of original receipts, replacement costs – even when they too knew I didn’t have the optional insurance. Why would U-Haul (and their insurance company) ask a customer to spend several hours gathering documentation and imply it will be resolved satisfactorily if they didn't think their were accountable? Are they trained to do that? If U-Haul's own General Manager didn’t think they were responsible, wasn’t the time to say so July 21? Why encourage me to spend hours documenting the issue and provide optimism that U-Haul would do the right thing?

3) as noted, I received a call last week from Donna, the new General Manager of the White Plains facility. Donna told me that the damage to our property was the result of a problem with the air conditioning system in the facility (and not a roof leak as originally offered by Jeramie Wheeler). Based on the amount of water in the unit (picture previously submitted), it appears “the problem with the air conditioning system” must have lasted several days. Why didn’t anyone from the facility contact us when they first became aware of the problem and potential for damage?

4) companies that fail to deliver on the most basic of services that they promise should be held accountable...especially when they may be negligent in the act.

Regards,

Business

Response:

October 17, 2012

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

Ms. Kathy Lundgren, our Executive Assistant for the U-Haul Company of Lower Hudson Valley, reviewed the information Mr. [redacted] provided with our President of the Lower Hudson Valley. She sent Mr. [redacted] a letter explaining she had issued him a check in the amount of $99.95, which was the amount charged to him for storage unit #E203. She also advised him that he chose to be self insured, which means he bears entire risk for any loss or damage.

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

Executive Assistant

U-Haul International

Review: I entered the U-Haul Chamblee store on December 29. 2012 to rent a 17ft. truck for my move. The advertised price for the truck is listed as $19.95. Since I was moving out of the city, I requested a one-way trip. Brandon, the clerk that attended me, told me that if I were to do a one-way, I would have to rent a different truck. However, he told me he would negotiate with me and allow me to use the 17ft. truck one-way, and allow up to 80 miles for usage for $100. I agreed to his deal and after purchasing insurance and my extra items, my total was $131. I told him I would be returning the truck to Marietta at 543 Cobb Pkwy and he told me that I would have to return it before 5pm on Sunday, December 30, in order to keep from being charged an additional day.

I returned the truck at 4pm on Sunday with an addtional 28 miles on the truck, which after the $0.40/mile fee they had, would equate to about an additional $20 charge. I discovered on Tuesday, January 1, that U-Haul charged me $69.11. When I called to dispute the charge, the Marietta location told me I would have to call the Chamblee location, since thats where I rented the truck from. When I contacted the Chamblee location, I was told that I have to contact the Marietta location, since that is the location that made the charge. I went back and forth on Wednesday for nearly 3 hours with both locations, trying to get an answer on why I was charged this extra and how it can be refunded to me. Finally, both locations began forwarding all their calls to central reservation, and I could no longer speak to someone in store. I spoke to someone in the customer service department about the issue, and was told I'd be contacted by someone in corporate but never was.

I called the Marietta location again on Thursday morning and was finally able to speak to someone in store again. I was told that, again, I would need to contact the Chamblee location. I told the gentleman that I spoke to, that I went back and forth with the 2 locations the day before and I was hung up on. I called back, and a different man answered the phone. I told him the situation once more, and he told me that he will not refund me because I was charged an extra day for returning the truck at 4pm and instead of being charged an additional $19.95, I was being charged the 20ft. truck rate at $39.95 because it was a one-way trip. I told him that Brandon at the Chamblee location told me I had until 5 before I was charged, and there was nothing in my contract about being charged the amount he stated. The gentleman said "well, that's what it is and we're not refunding it".

I am disgusted at the customer service I've received and how this has been handled. I was never told I would be charged, what was charged, nor was it stated in the contract I received. The company has failed to correct this issue, and the store clerks have come off as if they are unwilling to do their job in an ethical and responsible manner.Desired Settlement: I would like to be refunded the amount of $69.11. for being billed an incorrect amount and for the disgusting customer service I have received.

Business

Response:

January 4, 2013

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

Ms. Teresa Wright, our Executive Assistant for the U-Haul Company of Northern GA, followed up on the information Ms. Burr provided. She informed our office she spoke to Ms. Burr and discussed her charges and confirmed everything was correct. However, in the interest of customer good faith, she issued a refund for 1 day rental excluding mileage.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [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 December 21st, 2012 I apparently received a credit to my [redacted] in the amount of $102.44. I was completely unaware as my bank does not indicate to me when my credit card has been credited. I only just received an email notice from U-Haul on April 9th, 2013 indicating that they had mistakenly credited my credit card do to a an issue with their "electronic processing systems" and that I was to pay these funds back to them ASAP. I think this is a terrible display of customer service and that they should accept this as a loss due to company error and move on. I do not think I should be responsible for their mistake. Order_Number:[redacted]Desired Settlement: I don't feel as though I should have to repay these funds as it was quite some time between the incident and time of notice. I have a wedding to plan and the last thing I want to do is have to pay back a company for an "electronic processing system" issue that should have had safeguards in place to prevent this from happening in the first place. Thank you.

Business

Response:

April 17, 2013

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

Please be advised that Mr. [redacted] will be contacted by our Customer Service Department and informed we will not hold him liable to repay the amount that was credited back to his account in error.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I am hoping you can help me with a complaint against the U-Haul located at [redacted].

We rented one their moving pods on 16 Mar 2012, brought it to our house, loaded it, and returned it to them the same day. It was supposed to be shipped to our home in [redacted].

After many calls (disconnected, transferred from one person to another, told they aren't able to help us) we reached someone last Thursday who told us the pod was supposed to arrive in [redacted] the 1st or 2nd of April. Yesterday we were told that the pod has not even left [redacted] and the reason for this is that American Express didn't not pay them until the 3rd of April. We have never had a problem with American Express before, and we paid in full with our card on 16 Mar 2013.

We have NOT been able to find out any information as to when our pod will ship or when it may arrive here in [redacted].

I would appreciate any help you could give me.

Thank you,

[redacted]Desired Settlement: We want to find out any information as to when our pod will ship or when it may arrive here in Bakersfield

Business

Response:

April 10, 2013

Thank you for your concern for our customer [redacted]

Ms. [redacted], our GM of our U-Haul Moving and Storage of Panama City, followed up on the information [redacted]provided. She informed our office she spoke to [redacted]and assured him she would contact the drop off location to discuss the delivery of his U-Box. She discussed issuing [redacted]a VIP Certificate to cover the cost of the rent if the U-Box is delivered later than his rent renewal date. [redacted] was going to speak to our U-Haul Center and then contact [redacted]back to update 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.

To date I have not had any call back re the location/arrival of the moving pod. Tomorrow is the due date for 'the rental' and I hope they keep their word that they are not going to change another months rent.

Regards,

Business

Response:

April 16, 2013

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

Ms. [redacted], our GM of our U-Haul Moving and Storage of Panama City, reviewed the information [redacted] provided. She informed our office she left a message for [redacted] advising him of a VIP Certificate she issued him in the amount of $99.50 to be applied to his storage account due to the delay in shipping.

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:

[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. I would like to say that I think U-Haul really needs to work on its customer service. Putting customers on hold, transferring one from person to person who can not help you, and hang ups are not good business practices. It shouldn't take a complaint to the Revdex.com to get help. The U-Haul management in Panama City, FL did not act very professional until after the complaint was filed both with the Revdex.com and there had been several calls to the home office. I would like to add that the U-Hall folks at the Bakersfield end were really very nice.

Regards,

Review: I reserved a U-Haul two months before we needed it to move from [redacted], [redacted] to [redacted], [redacted]. The trip is over 5,000 miles and is one in which we have done three previous times with no issues whatsoever. One of those three previous times was in a U-Haul. I had asked multiple times for a low-mileage vehicle because of the distance of our trip. I was told several times by the [redacted] office that they had quite a few low-mileage vehicles on their lot. When I went to pick up the vehicle in [redacted], I found out that the vehicle had close to 90,000 miles on it. I was devastated and in tears (literally, ask the [redacted] drop-off location) because the [redacted] office had virtually stated that I could get something with low miles. Additionally, the vehicle was filthy. There was dirt and oil all in the vehicle, and there was oil splashed all over the outside steps to get into the vehicle. I was concerned about this but the ladies kept saying that the vehicle had $1400 put into it recently, so I shouldn't worry. I called [redacted] to complain, and they said that this was the only vehicle available. I had no choice but to t**e it as we were going to settlement on the house in a few days, and I had to move my belongings out within that time. The ladies in [redacted] did clean the vehicle after I complained.

We started on the trip four days later (5/28/13). My daughter was driving behind me along with three cats in her vehicle; I had an additional cat in mine. The first day went o[redacted] because we were on fairly flat land. On the second day, a small wrench and cog light came on. I thought that it might be a computer malfun**ion and that it would go off eventually after the vehicle set overnight or so. The beginning of June, while driving in [redacted], we conta**ed U-Haul because the truck was not going into passing gear. They essentially told us that there was nothing they could do. I was really upset as I was having to push the gas all the way to the ground and the vehicle would barely go up mountains plus since I am 68 years old, it was killing my hip. I was in a lot of pain. We continued on to [redacted], where we stopped at a [redacted]. [redacted] was kind enough to run a diagnostic on the truck and found out that the speed control part of the computer was malfun**ioning, which meant that the vehicle did not know when to go in passing gear. The guys at [redacted] called the U-Haul company in [redacted], [redacted], and the man there said that there was nothing they could do until the vehicle broke down. [redacted] and his supervisor also confirmed that because the vehicle did not know when to go into passing gear that the RPMs would continue to stay high (in the 5 range) and that this would cause the truck to eat up gas. They explained about using the Overdrive button along with shifting into a lower gear. No one at U-Haul had mentioned this and the guys at ** said that using it should help. We left [redacted] and when starting up a mountain, I attempted to use the overdrive button along with moving the gear down. This did absolutely nothing. In f*, when doing this, oil starting coming out of the tail pipes and dispersed all over my daughter's vehicle, which was driving behind me.

This went on for days. We would call U-Haul to complain about the truck: the no passing gear, the oil le**age, the continued wrench and cog light in addition now to the coolant light coming on. We would go up mountains, and on one mountain, the truck basically stopped. My daughter who was driving behind me would have to put on her caution lights every time this happened as large 18-wheelers would come up on us quickly. If they had not seen us, we could have been majorly injured. Our vehicle was disabled and could only drive right on flat roads. Anyone who has driven in [redacted] knows that there are not a lot of flat roads. We had to fill up the truck with gas all the time. We could only do around 300 miles a day instead of our usual 500 to 600 miles. The truck was broken and U-Haul wouldn't do anything about it, despite our continued calls.

We crossed the border into [redacted], and within an hour or so, the truck literally stopped on the highway. I had to start it up again and slowly get it to move to the side of the road as trucks were zooming by us. I got it to the side of the road. It was raining and my daughter had to walk up and down the highway in order to keep the cell signal. We called U-Haul about the bre**down. We were there for three hours on the side of the busy highway in the rain. The technician said that the transmission was out and towed the vehicle to [redacted], which was about 80 miles from the bre**down site. I had to get my cat and me loaded into my daughter's already packed up vehicle and we all drove to [redacted]. U-Haul had agreed to put us up for the night. They stated that they wanted to transfer our stuff into a new vehicle. We said that we would not agree to that as it had t**en four days to pack the vehicle along with 10-12 men. We had filled it to the top and were still packing it the day we left. It was just not acceptable to have to move all of it again, because it would not all go in again. The next day someone was supposed to call us; however, as we knew about U-Haul, they never call when they say they will. We called the U-Haul in [redacted] who told us that they were told to do a load transfer. We told them that was not correct. We got ready in a hurry and drove over there. When we got there, we talked to [redacted], who was the manager. We told him that we did not want out stuff moved. He called and talked to someone and said that what happened to the truck would be up to the [redacted] office (the ones that gave us the defective truck in the first place). After numerous calls to U-Haul, back and forth, U-Haul would only agree to pay for one hotel room, even though they had paid for two the night before and even though we had used two rooms the entire trip due to the number of cats we had. We also asked [redacted] about the truck's history. He said that he couldn't print out anything for us, but he did let us know that there had been a service complaint in April of 2013 stating that the truck would not go into passing gear; therefore, this meant that the [redacted] office knew the truck was not working corre**ion.

Our efforts to change the number of rooms were futile, even though one representative said that she could do it and thirty minutes later said that she couldn't. [redacted] had to pay for the rooms and for the new transmission, so they were not going to be very giving about the situation. We were in [redacted] for four days waiting for the truck to be fixed. We got there on Tuesday and didn't get the truck back till Friday. We left [redacted] that Friday morning and within one hour of leaving, the truck was not going into gear again and the truck was barely going up hills; we had to put on caution lights again and again. We had to call U-Haul back AGAIN and had to wait for them to sending someone. [redacted] played around with the vehicle and said that I needed to use the Overdrive button, even though the light on the button didn't work. He gave me his cell in case I had any other issues. We started again and the vehicle was doing much the same stuff. Now, however, it was not even going fast on flat land; it was just dragging along. I called [redacted] back and had to drive the vehicle back to his garage in [redacted]. He stated that he would find what was wrong and that there is no way he would let us back on the road until it was fixed. He was the first and only person who ever said that to us on the whole trip. My daughter and I went to lunch and came back. [redacted] told us that he had found a broken wire on the truck. It was the wire that told the computer about the speed of the truck. He said that there was something wrong with the coolant light but that we should just ignore it, as there was enough coolant in the vehicle to get us home.

This means that from the time we picked up the truck until now, there was a broken wire. That also means that not only did the U-Haul in [redacted] not check out the vehicle but also that the garage in [redacted] that replaced the transmission didn't check the vehicle. Essentially, all of these people didn't care whether we broke down or not. We didn't have any problems with the vehicle after [redacted] checked it. We returned the vehicle to a local place telling them that they really needed to check the vehicle out because there was still an issue with the coolant light and the overdrive light. We immediately put in a claim on the vehicle. This was on 6/14/13. I have probably made and received about fifty phone calls to and from U-Haul about this. I was told I would hear something within three days. I called back after a week and was told someone would call me; no one did. This has continued on and on. This past week, we received a call from the [redacted] office. [redacted] told us that they would pay for the food in [redacted], but nothing else because they had paid for the room. I don't care about the room. What I care about is the f* that I had the most hellish trip of my life and no one wanted to do anything until we broke down. The tension of driving a truck that was disabled was so stressful. I was a nervous wreck getting into that truck every day. I can't tell you how many times I cried because of how upset and scared I was. [redacted], however, a**ed as though it was not big deal. They paid for the transmission so that was good enough. That is not good enough. I called U-Haul after getting off the phone with [redacted] and told U-Haul that I didn't think it was fair to have [redacted] m**ing a decision on my case. They agreed and said that the corporate office would t**e it back and I would get a call. No one called. I called on Wednesday and was promised someone would call me at noon; no one called. I called yesterday and said that I really wanted to talk to someone and wanted to get an answer. I had a voicemail from someone last night saying that they had come up with a possible resolution, but he was leaving so I needed to call him today. I did that. What was the resolution? The [redacted] office would give us $250 back and a $100 gift card. Why in the world would I want a $100 U-Haul gift certificate? I told U-Haul AGAIN for the twentieth time that it was not appropriate to have the office that gave us the truck m**ing the decision. Who knows how much they had to pay for a new transmission. They are not going to put out any more money.

I have documented the names and dates of everyone I have ever spoken if needed.Desired Settlement: I have stated over and over to U-Haul Corporate and to the U-Haul in [redacted] that I want a full refund of the rental cost, which was almost $4000, and at least $1000 in cash towards the gas that we had to use when the vehicle was not working properly and was eating up the gas. This is what I want; nothing less.

I have documented the names and dates of everyone I have ever spoken if needed.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of **, followed up on the information Ms. [redacted] provided. She conta**ed Ms. [redacted] on June 24th and discussed her concerns. During his research he found that the truck she rented was on a current Preventative Maintenance schedule. Mr. [redacted] requested Ms. [redacted] forward her extra out of pocket receipts for review and reimbursement, such as lodging and meals, and then further research would be done regarding an adjustment on her rental.

On July 2nd, Mr. [redacted], a Senior Customer Service Agent, spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. He offered to issue a refund for $300 as an adjustment on her rental along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] declined and stated she would be in contact with her attorney to contact U-Haul on her behalf.

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.

Response to Offer from U-Haul (7/3/13)To U-Haul International:I am writing in response to your discourteous offer ofsettlement on our U-Haul rental. I havemade the trip from [redacted] to [redacted] to [redacted] fourtimes. Two of those times were in aU-Haul. The first time was pleasantwithout any problems, but this last trip was far from pleasant. It was more like a disaster. We were given a truck that had problems tobegin with, and it just got worse from there. Before we left [redacted], the cog and wrench light came on and never wentoff until [redacted] in [redacted], found the broken wire. In regards to the transmission, we hadnothing to do with the transmission replaced. When we broke down eighty miles outside of [redacted], a technicianwas sent to check out the truck. Afterwe waited for three hours, he showed up and determined that the transmissionneeded to be replaced. No one elsechecked the transmission; it was replaced based on one man’s opinion. The truck was then towed to [redacted], andthe repair shop replaced with the transmission; they did not do anythingelse. I did not say that the truckneeded a new transmission. Despite thereplacement, we broke down again one hour outside of [redacted]. We waited in [redacted] for four days forthe truck to be fixed, yet, even after the replacement, the truck was stillbroken. The same things happened allover again. The cog and wrench light cameon and the truck was either stuck in first or second gear. It was not until [redacted] in [redacted] checked thevehicle that someone found out what had obviously been wrong with the truckbefore it even left [redacted], **. After [redacted] replaced the wire, the cog and wrench light went off, and wedid not have any more problems with the truck.I know that [redacted] in [redacted] insisted that the truck wasrepaired in April, costing $1400.00, but he never revealed the fact that othercustomers had reported that the truck was not going into gear. I know this to be true as the manager at theU-Haul facility in [redacted], showed the service report to us; however,he said that he could not give us a copy. I can only rely on what was shown to me and my daughter. Additionally, [redacted] blamed me for not doingthe offload in [redacted]. The U-Haulin [redacted] insisted that we take the truck when we picked it up, even though ithad high mileage and was covered in oil from the truck itself, so I felt thatif they pushed the truck on us that I was going to finish the trip with thesame truck. The truck was fully packed. The twelve men that loaded the truck used 14 toggle straps, 100 yards ofcord, and a several bungee cords when they helped me pack it. If anything was broken, it would have beenour problem. However, if you unloadedand reloaded the truck and things were broken, you would not have paid for thedamages. I do not think that this shouldbe used against me when trying to determine a fair settlement. I know that [redacted] in [redacted] had to pay for the newtransmission and three nights of lodging in [redacted], but why should that beheld against me? In my opinion, thetransmission was not the problem. If itwas, then the truck would have been fixed after the transmission wasreplaced. Since we broke down around onehour after leaving [redacted], it showed that the problem was not fixed.We are not asking for anything unreasonable. I am just asking that U-Haul refund the costof the truck rental and some gas money for all of the extra gas that the truckused when it was hobbling along from [redacted] to [redacted]. Because the overdrivebutton in the truck was broken, we were using more gas. We know for a fact that each time I tried toput the truck into overdrive, there was some sort of oil that spewed out of thetruck and landed all over my daughter’s car that was driving behind me. It was so bad that when it started to rain,she could barely see out of the windshield. We could not pull over because we were going up mountains. It was truly a miracle that we were not inany accidents. When we picked the truckup from U-Haul in [redacted], **, I noticed that there was oil on the steps ofthe truck, which I mentioned above, and pointed it out to the people at theU-Haul. They said that the truck had beenrecently repaired and there was nothing to worry about.One final concern: When the U-Haul in [redacted], WV, called us on June 10th,they wanted to know where the truck was. No one at U-Haul International had called them to let them know aboutthe breakdown and that we were running six dates later than we should havebeen.I have become quite disheartened by this process as it seemsas though everyone wants to blame me. Noone wants to listen to what I have to say. I didn’t break the truck, yet when I talked to [redacted] and [redacted], theymade me feel like all of this was my fault. I was under the impression thatnegotiation involved two parties, yet throughout this whole ordeal, it has beencompletely one-sided. Is this howU-Haul normally treats its customers? Whatever happened to taking responsibilityfor giving a customer a defective product?Please can we just come to some agreement on this issuesoon? I have moved over 5,000 miles andhave a lot to do. I have spent so manyhours on this and have gotten absolutely nowhere. This has been going on for over a month andhas been extremely stressful. Pleasecheck out the previous complaint on the truck. Please read everything that has happened.Thank you for your further consideration,[redacted] G. [redacted]

Business

Response:

July 18, 2013

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

[redacted] the Area Field Manager for the [redacted] dealer spoke with [redacted] the President of the [redacted] Regional Office to discuss Ms. [redacted]'s concerns. A full refund not being warranted, their decision is to refund Ms.[redacted] $1000.00 for her recent experience with her rental. This credit should appear on Ms. [redacted]'s next credit card statement.

Thank you again 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 while I feel that the amount offered is not sufficient, I am tired of dealing with this. I feel that more is due to me and have attempted to call and speak with Mr. [redacted] about this. However, I have not been able to get a hold of him after numerous attempts (the message states that he is unavailable) and feel that at this point speaking to him would be fruitless. I will wait for the business to perform the refund and, if it does, will consider this complaint resolved.I will need this money sent to me in the form of a check as I have changed my credit card and no longer have the card used to pay for the truck. I am not willing to give U-Haul my new credit card information. The check can be mailed to me at the following address:[redacted]

-[redacted]

Review: U-Haul issued me a faulty truck that broke down on the highway 2 hours away from my destination. This happened on Saturday June 22, Today is Wednesday June 26, 2013. They have not contacted me to tell me where my belongings are and have informed me that they will not get them to me. The truck has been towed back to [redacted] and I need them in [redacted] as that is where I have moved to.Desired Settlement: My desired outcome would be to have my belongings returned to me in [redacted]; a refund of the truck rental; and reimbursement for the hotel stay on the 22nd, the rental car to get to [redacted], and the $50.00 that I paid for gas in the truck.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and made arrangements to deliver the U-Haul truck to her in [redacted]. She also relayed that a refund for the base truck rental fee plus her hotel expense would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] had contacted me and had delivered the U-Haul within two blocks of my new home. During my first conversation with [redacted], prior to the delivery of the U-Haul, we agreed that she would credit me for the truck, the gas I put in the truck, the hotel room, and the rental car I had to take to get from [redacted] to [redacted]. I have only received credit for the truck and the hotel suite thus far. On top of that, because the truck was not delivered to my home, I had to hire a moving company to cross load the truck and deliver my belongings two blocks away at a cost of $437.85. I have no problem paying for the moving company as long as the remaining $318.78 is credited back to me.[redacted]

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the [redacted], reviewed the information Ms. [redacted] provided. She informed our office she had sent an email to Ms. [redacted] on July 9th requesting a more legible copy of her rental car receipt. Ms. [redacted] contacted Ms. [redacted] on July 18th asking about her refund. Ms. [redacted] explained she had issued a refund for $155, minus the Collision Damage Waiver fee and taxes as previously discussed along with $50 for fuel and $176.07 for the hotel expense. After she receives the rental car receipt, Ms. [redacted] agreed to refund one day use of the rental car, which is a total of $197.39.

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 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 truck rental for August 31, 2013 from Uhaul on August 14 thru their website, on the day of pick up we were told that the location we requested didn't have any 26ft trucks and we had to go somewhere else for it. When we arrived at the new location, the CSR [redacted] went outside got the truck number and handed use the keys. There was no walk around of truck, nor checking of mileage done. We returned the truck the same day and I received a receipt today showing a charge for $114.29 for the truck rental and 74 miles. There is NO way we went that far as the total distance from storage to old house to new house and back is 16 miles (per mapquest. My husband was the driver of the car and he had a passenger that stated this also.. I have gone thru store level, [redacted], district manager, David and also customer corporate compliants, [redacted]. They have offered $30.00 as a refund, BUT I do not feel that is enough for all the crap I have gone through today.Desired Settlement: I would like to request a refund in the amount of $56.30 as the truck rental was $39.95 plus $.89. We only went 16 miles so the correct amount should have been $59 for the entire cost.

Business

Response:

Thank you for your concern for our customers Mrs. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office, in addition to the previous credit for $30 refunded on September 3rd, she issued a supplemental credit for $56.30 back to the same [redacted] account listed on the rental agreement. The credits should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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 Thursday, August 22, I reserved a cargo van for Saturday, August 24. I put in that I was in Troy, Ohio and reserved the vehicle for $19.95 for 4 hours and at $.59 a mile. I was informed that I would be contacted about the nearest location via text.

On Friday, August 23, I received a text in the afternoon stating that I would need to pick up the vehicle on Salem Ave. in Dayton, Ohio, which is 23 miles from me, even though there are closer companies that rent vehicles listed on the website. After work (around 3:30pm), I called the U-Haul location and inquired about the reserved time and mileage. First, I would have to take the van from the location, back to my house, to another business, return to my home, and then return the van. Therefore, this trip could not be done in the allocated 4 hours since I would be driving an additional 46 miles roundtrip. I also asked about the mileage since obviously this would add an addition $27.00 to my bill, plus gas. I explained the situation to the employee and she responded that she could not help my situation, but would have her manager return my call shortly. Nevertheless, no one returned my call that afternoon or evening.

I thought that perhaps I would receive a call on Saturday morning. No one returned my call, so I again called the U-Haul location. I spoke to another employee there and explained the situation. Again, I was told there was nothing they could do as they could not adjust any pricing. Therefore, I explained that I wanted to cancel my reservation as I could not get the trip done in 4 hours and it was still going to cost me additional money. At that point, the employee said she would transfer me.

I was transferred and again explained the entire situation. The representative there said that if I was willing to drive the distance to get the vehicle and pay for the gas for it (since apparently the vans are difficult to get), they would price me at $.29 a mile for the trip and $19.95 for the van. They would also extend the van for an additional 5 hours. I asked if the mileage would be for $.29 a mile for the entire trip. She stated that was the offer. I agreed to this.

I immediately left to get the van as I needed to exchange two large chairs at an upholstery business. I arrived at the U-Haul dealership. At that time, the sales representative looked at the reservation and explained that she could not change the price or mileage for the van, but instead would give me the $.29 for each additional mile over 100 miles. Then she said we could settle the price when I returned the van later that day. I should have refused to sign the paperwork at that point, but I already had driven over 20 miles and I had a business waiting for me to arrive. Plus, I had already been waiting in line for 20 minutes. I figured when I returned the van, I could discuss this with the manager when the business was less busy.

Upon returning the van, I spoke to Richard, the manager, and explained the situation. He explained that he couldn’t change the price of the mileage on the vans since he didn’t own them, unlike the trucks. I was confused, but he offered to put a VIP discount on the bill to reduce the price since I had to drive a distance to get the van. However, he explained that he could not do it that day and would do it on Sunday and email me a copy of the bill. (My father was standing next to me at this time and will attest to this statement.) I signed nothing then and decided to wait for the email on Sunday.

The email didn’t arrive on Sunday. Or Monday. It arrived on Tuesday, but there was no discount. At that point I tried to contact the business, but no one answered. I believe the phone system then transferred me to Phoenix. The first time I waited for a representative and was disconnected. I called back again and got a representative thinking maybe the billing needed to be addressed through them.

Unfortunately, I had little luck again. The representative explained the billing to me, which I already understood at this point. I wanted to know who I needed to contact to discuss the billing since I had been told a number of different prices at this point. He explained that he, being in Phoenix, was unable to help me and I needed to contact the local company. But that was my problem: how do I reach a business that doesn’t pick up when I call? In addition, when I was at the rental business, I was told the rental business couldn’t change the price according to what I had been offered. But if the local business can’t change it and neither can the headquarters, who can alter the price? Someone has to have that ability, but who do I contact?

The longer the phone call ensued the more frustrated I became. The representative kept saying that the local business “should have better explained the contract” and that it was a “misunderstanding.” However, I was still at the same point: no one seemed to have any ability to fix the problem. I became so frustrated at hearing the explanation of contract and felt that the representative thought I didn’t understand the contract. I understood the contract and I understand it was partially my fault for signing a contract when the mileage price was in question; however, I believe the price I was offered was already in the store’s computer as they had the time extension. The call ended with two frustrated people and no resolution except that I will have a bill for the full amount.

At this point, I am at a loss. I don’t know whom to contact. And I don’t think I should have to drive another 46 miles to talk to the manager. If I had known that the company would not honor the $.29 for mileage or give a VIP discount, I would have continued to cancel the reservation and found another venue to transfer the chairs. I have used other truck rental businesses prior, but this was by far my worst experience. No one seemed to understand what another representative had done. And perhaps the worst was receiving different prices and none of them being honored. Granted, I signed the contract, but I guess I was naïve to believe that an employee’s word is not binding at U-Haul.Desired Settlement: I was told by a representative that I would have the vehicle for $19.95 for 10 hours and $.29 a mile, which I used 135 miles. This would calculate to $59.10. I have no problem also paying the rental tax and the environmental fee, and had no problem with replacing the gas that I used to drive even though it was an additional 46 miles. This would bring my total to approximately $68.00. Instead, I was given no discount or $.29 a mile, bringing my bill to $106.90, calculating almost a $39 difference. I would understand and pay the bill except that was not the price that I was offered via phone as explained in the previous section.

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Ms. [redacted] provided. He informed our office a refund for $40 was issued back to Ms. [redacted]’ [redacted] account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: In August 1, 2013, I rented a U-Box (Box to store furniture) from U-haul. I asked them to ship it from Virginia Beach, VA to New Orleans, LA. they made a mistake and sent it to Shreveport, LA. the shipment was suppose to take 10 days according to the representative, but because of this mistake, the shipment took days!!!, and I did not get my furniture until September 7, 2013. I had to buy some cloths, sleep on the floor, and stay in empty apartment. Also, I had to buy a boot for my work since they were in the box. I called and ask them to refund me for compensation and what I spent because of their mistake. Also, I was suppose to get a quote for New Orleans, LA and not Shreveport, LA, because shipment to Shreveport, LA is more expensive. so they need to adjust that quote too. I called them three times and every time I call, they tell me that [redacted] (he doesn't have a contact number) from Phoenix will contact me and solve this problem, But unfortunately I have not heard from him yet, and it has been more than 3 weeks waiting on him to call me.Desired Settlement: compensation, and adjust quote

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Tidewater regional office, followed up on the information Mr. [redacted] provided. He informed our office our GM of our U-Haul Center in Virginia Beach found that the wrong zip code had been documented on the paperwork and he made arrangements to have the U-Boxes shipped to the correct destination. A partial refund was made as an adjustment for our mistake. Mr. [redacted] also informed us our GM will be contacting Mr. [redacted] again to assist in resolving his complaint.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: To Whom It May Concern:

I rented a 10' U-Haul truck from U-Haul Moving and Storage of [redacted], located at [redacted]. Driving the truck most of the way to my parents' home in a neighboring town was not a problem. As soon as I turned on their street, which had some snow on the outside edge of the road, the handling of the truck declined. The driveway had patches of snow on it, but was sanded and salted. I tried to drive up the driveway, but the truck became practically immobile on a minimal amount of snow. Trying to reverse down the drive with non-responsive tires resulted in the truck becoming stuck. An hour of that afternoon was wasted trying to work around the seasonal inadequacy of the truck. Looking at the tires, it appeared that they were balding and not suitable for driving in winter. Considering that the past Wednesday there had been about a foot of snow, this is seems pretty dangerous. I called the U-Haul store in [redacted] at ###-###-####, and the man on the phone admitted that the store was having trouble driving their trucks around their lot after the snow. However, he said there was nothing he could do, and said I would have to call roadside assistance if I wanted anything done about it. If I had known about the tire situation, I do not think that would not have rented this U-Haul.Desired Settlement: Per U-Haul's policy, the truck had to be returned with a 3/4 full tank. I do not know how much gas was wasted trying to maneuver the inadequately equipped truck around the driveway. Therefore, reimbursement for the $25.24 spent on gas for the truck is appropriate.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She sent her the following email:Good afternoon Emily, I have issued the refund you requested in the amount of $35.00 back to the credit card that was charged. If you have further concerns please feel free to contact me at ###-###-####. Thank you. [redacted], Exec. AssistantOur 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 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: We reserved a 17 foot truck for 3/8/14, when we arrived to pick up that truck at 9am it was not available to rent so I had to take a smaller 14 foot truck, Per U-Haul if the truck you reserved is not available you are entitled to a $50 refund of the rental price, this was not offered, second, truck was supposed to be returned by 5Pm that evening, truck was turned in around 2:15PM, store was closed but attendant inside motioned to us to drop key in the key return box which we did, thinking all is well we went on our way but only after taking pictures of the truck in front of the place of business with my cell phone which records a time date stamp showing 2:26pm March 8th,time and date are updated by the carrier and cannot be changed. On the morning of 11 May I was sent a bill for $116.04, after reviewing the bill I noticed I was charged an extra day for which I did not use the truck, I called U-Haul customer Service and spoke with [redacted] who confirmed that I did rent a 17 foot truck but only got a 14 foot truck and I was entitled to the refund to my card, she further stated I should not have been charged the extra day as the rental location waited until 10:07am to check the truck back in, they opened at 8:30Am, all total she stated I was entitled to a $79.95 credit plus any taxes, I was also told an area manager would call me on Thursday 13 March. 13 March came and went into the evening, no call; I called customer service again and spoke with another agent who stated the case was sent to the rental location for review and that the area manager Jerome would be calling me on Friday, again no call. I called Friday and spoke with [redacted] and he stated the case was never sent to area manager but it was sent now and I would receive a call on Monday, guess what, no call, so at present the $79.95 plus taxes are in dispute and I would like the funds placed back into my account. customer service number is ###-###-#### and claim number is [redacted]

Product_Or_Service: March 8th 2014

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the $79.95 plus tax, this includes the $50 because the truck I rented was not there and the extra day they billed me for which I did not use.

Business

Response:

March 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Riverside regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $79.95 she issued back to his Visa account. The refund should post on his next credit card statement.

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

Sincerely,

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,

[redacted] from the regional office never called to confirm a response, in fact to

this date I have never received a Call from U-Haul, further I contacted U-Haul last

night 19 March and customer service stated that a refund was mailed to me, I'm

at a loss as to how my refund will be issued, further I'd like to hear a apology

from this company, they have my E-mail address and phone number but not one

attempt has been made to contact me regarding this matter

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: My complaint is with the Uhaul Company. They allow you to make reservations to rent a vehicle, to pick up at a specific location, on a specific date from them but they do not have the vehicle available for rent. This location was 228 miles away, so understand my frustration when we arrive to find out that the reservation meant nothing to them.Desired Settlement: I feel it is question of false advertising and a contract that they have not fulfilled.I provided my credit card information in exchange for a reservation. Uhaul should not be permitted to enter into an agreement, such as taking reservations, if they in fact cannot fulfill the contract. I would like consumers to be aware of the service Uhaul advertises but does not fulfill.

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our San Bernardino regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He advised him of a refund for $300, which includes $180 that Moreno Valley overcharged on his second truck rental, $50 for the Reservation Guarantee Fee, and $70 to pay for half of the gas used traveling for the first rental attempt.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We rented a uHaul box/pod to move from [redacted], BC, to Winnipeg, ManitobaWe also hired Moving Helpers through uHaul to pick up the box at uHaul, help us fill it, and deliver it back to uHaul for shipmentThe box was picked up, filled and returned to uHaul [redacted] location on Wednesday, May The contract said that our box would arrive in Winnipeg on June and that our Winnipeg Moving Helper could pick it up from the Century location on Friday, June We received an email from uHaul saying our box had been shipped and would arrived in Winnipeg on the correct dateI also called uHaul to confirm everything was fine before sending the Winnipeg Moving Helper over on the morning of June When the Winnipeg Moving Helper went to retrieve it for us and he found out it was not thereuHaul tried to send him to our place with an empty box
Since then we have spoken with the General Manger at the Winnipeg Century location, the Assistant General Manager at the [redacted] location, the Regional Manager of uBox in Vancouver, the 1-# customer service phone number, the uhaul_cares email address and posted on FacebookNo one in the organization will tell us where our box isNo one in the organization will give us a date for when we will receive our box in WinnipegNo one in the organization will tell us if our box has been lost, stolen, given to the wrong customer or damaged or destroyedNo one in the organization will give us their direct contact information to phone them - we have to wait on hold at the general phone line to be transferred
The next week we got another email, with the exact same date as the first time, saying we'd receive our shipment shortly, which was again untrue"Dear [redacted], We thought you'd like to know that your U-Box pod(s) have shipped and are on the wayYour expected arrival date at our destination warehouse in Winnipeg,MB is Thursday, June 05, Before your U-Box pod(s) arrive at our facility, someone from U-Haul will contact you to schedule you to make arrangements for your loaded box(es)."
Everyone we speak with is apologetic but they aren't giving us any information or actually solving the problem.Desired Settlement: First, and most importantly, I want my belongings delivered to me in good conditionNowThey are already days late
Second, I expect NOT to be charged for the shipmentuHaul has violated our contract and made us spend many hours waiting on hold and sending emails to get our deliveryThey have caused us immense stress not knowing if all our worldly possession are lost or stolenThey have made living in our new home horrible instead of a pleasureThey have also cost us hundreds of dollars for food (no kitchen equipment), clothes for work, and buying other household goods and tools that we already own - and are in the box
Business
Response:
June 20,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, followed up on the information Ms[redacted] providedShe informed our office she has been in contact with Ms[redacted] recently regarding her U-Box moveShe assured Ms[redacted] she confirmed her box was picked up and also put a trace on the box with the carrierShe is currently waiting on a response from the carrierMs[redacted] advised Ms[redacted] she would be compensated for the late arrival and that our first priority was to get her box delivered to her
Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 complaintFor your reference, details of the offer I reviewed appear below
U-Haul has still not spoken with us about compensationMy box is three weeks late, so they had three weeks to call me to discuss compensationWe have a contract in which U-Haul says this: "Air-Ride transit from [redacted] to WinnipegWe guarantee arrival on 6/6/2014." They broke the contract and their own guarantee so we shouldn't have to pay for the Air-Ride transit at allWhat is the purpose of a guarantee after all?
Today a clerk called from the Winnipeg Century location to say our box has arrivedHe said I had to come down and settle up for the full amount before I could take my box because my Visa didn't go throughThis makes me believe that the company has no intention of giving us any kind of monetary compensationWhich is the only kind we wantAlso, the manager from the Winnipeg Century location told me that she would call me personally when our stuff arrived, which did not happen
In addition, they are asking me to pay before I even see the condition of my belongingsThey lost my box for weeks - how do I know it didn't fall off a truck somewhere? I do not believe I should be asked to pay until I see that my belongings are safeAnd in any case, as I said before, they should not be asking for payment at all because they guaranteed delivery and missed by weeks
Regards,
Business
Response:
June 27,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, reviewed the recent comments Ms[redacted] relayedShe informed our office she contacted to Ms[redacted] by phone and emailed her recently regarding her U-Box moveA refund for 100% of the shipping cost has been issued to Ms[redacted] for the inconvenience she experienced with her move
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
Executive Assistant
U-Haul International

Review: I rented a Uhaul trailer from Uhaul Moving and Storage Edmonton southside. The name under the reservation was D.P.. But I paid for the rental before taking it. I was just out of Edmonton, just south of [redacted] when the trailer wheel on driver side front wheel was seen by another driver on the highway as wobbling everywhere. I had to wait 3 hours on the side of the highway after calling Uhaul emergency number. I was waiting with 3 children. After phoning Uhaul back without success I proceeded to drive very slowly to [redacted] about 12 kms away. A police car saw me and after explaining to the police, the police escorted me to the mechanic that Uhaul had told me on the phone would come and get the trailer. My childen and I then waited another half day for the trailer to be fixed. So the whole ordeal started at 10:30am and was on my way at about 5 pm. I was supposed to work in Pincher Creek at 3 pm so I missed my day of work. We got to Pincher Creek very late at 11 pm. When I returned the trailer in Coleman 2 days later (I had to work the next day and couldn't do my move until late the next evening, rescheduling the movers I had gotten to move my furniture from the Uhaul to my house), the Uhaul in Coleman not only did not want to give me my money back but wanted to charge me extra for not dropping it off in Lethbridge when I rented the trailer they said I could take it to the nearest dealer. Also the manager at Uhaul did not want to give me my hitch back which I had bought at the Uhaul in Edmonton and I had to call the main Uhaul number to talk to him. After the phone call, the manager got so angry with me and prevented me from leaving blocking the exit and cursing and even mentioned my place of employment as if he was going to go after me. I had to do a police complaint. I then phoned Uhaul and they said someone from Upper Management would get back to me but they never did. Previous day, Uhaul had no key to let me in the main building for my storage, had to reschedule my movers in EdmontonDesired Settlement: Refund

I would like a full refund for the rental of the trailer because I lost a full day of work, was in a potentially dangerous situation sitting on the side of the highway for 3 hours with my children and then driving slowly to the point where the police had to escort me as they saw it was a dangerous situation. I was treated very badly by the manager in Coleman and cursed at repeatedly even when I tried to leave.

Business

Response:

July 15, 2014

Revdex.com ID#: 1[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and they were able to reach an amicable agreement. In addition to the refund for $50 issued on June 10th, a supplemental refund for $135.00 was issued to the same Visa account listed on the contract. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have not received 50 dollars as stated by the company. Also there has been no mention of my deposit which was not refunded. It was my understanding on the phone that I would get my deposit back on top of 50 % of all costs. from [redacted]

Regards,

Business

Response:

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Alberta, Saskatchewan, and NWT, reviewed the information Ms. [redacted] recently provided. She informed our office she spoke to Ms. [redacted] and came to a conclusion that the refunds issued did not process as the card on file was not a credit card. Ms. [redacted] advised Ms. [redacted] a check for the refund has been requested and should be received within the next 10 business days.

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 rented a truck from [redacted] on 7/31/2014. The level of tank was 3/16. I was told that if I return with a 1/4 of tank, I would be credited for $23.40. I returned with a quarter tank. I was so tired of loading and unloading the truck. I did not pay attention to the receipt at that moment. Later on I noticed that there was no credit applied to me for returning it with 1/4 of tank. I went to their office to ask for it. There was a guy who was trying to explain the credit was already applied. But it was not. Then he started to stressing out. Later he was questioning my English proficiency. He was trying to explain me what estimate is. I asked him if I can speak with someone else? He said that he is the manager. I really do not understand how such a guy can be a manager. He does not even know how to read a receipt. Then another person came. His name was [redacted]. He looked at the receipt and said that the credit was not applied because the guy who checked the truck in marked the level of tank as 3/16. This is not cool. I am really disappointed.Desired Settlement: They have to refund $23.40

Business

Response:

August 12, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our Albany, NY Regional Office sent an e-mail to Mr. [redacted] on 8/7. Mr. [redacted] informed Mr. [redacted] he was crediting the requested amount of $23.40 to the [redacted] used for the rental. The credit should appear on Mr. Konkur's next credit card statement.

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] Executive Assistant

U-haul International

Review: I placed an order to have two Uhaul U-Boxes shipped from Phoenix, AZ to Cleveland, OH in April of 2014. When I dropped the U-Boxes off at the Phoenix location, I paid IN FULL and told them to ship them to ohio ASAP. This STARTS THE 12 BUSINESS DAY GUARANTEE that U-haul clearly explains on their website. My issue is, the U-boxes were delivered 2 days late (14 business days instead of 12), and it would have been much later if I hadn't called to check up on the boxes. They don't value me as a customer, and don't value my need for their service, and therefore don't deserve my money.Desired Settlement: Since they were 2 days late, they were 16.6% late. I am demanding to be refunded 16.6% of the cost to ship. If they want to be late, they can pay for it. The total refund comes to $287.

Business

Response:

August 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology as well as advised him of a refund for $300 due to the late delivery of his U-Boxes. The refund was issued back to Mr. [redacted]’s [redacted] 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

Review: My girlfriend and I purchased the [redacted] U-box service to transport our belongings from Edmonton to Toronto to be delivered by August 1, the possession day for our apartment. We confirmed that our box had arrived the day before delivery with the Scarborough office. On the morning of August 1, a box was delivered but it was not our belongings. It took until the end of day and many calls to customer service to get ahold of the Edmonton office to start an investigation. We were then given an hour to make it down to the location to identify our box before close. Luckily my girlfriend was still in Edmonton and could leave work early to do so. No apology was made once our belongings were identified and found to have never left the Edmonton yard. Inquiry about a estimated delivery date and compensation for being displaced from our home at that time was 3-4 business days and an air mattress, respectively.

Over the next 3-4 business days all of our phone calls for a confirmation of a delivery date were unanswered and we opened another investigation with customer service regarding the manager of the Edmonton's location inability to respond to our concerns. It was not until we made contact with his supervisor, the Regional Manager that we got an estimated delivery date. We were also informed that the investigation opened regarding the Edmonton Manager was closed the same day by the Edmonton Manager himself - without contacting us or responding to our concerns. Let this stand as a formal complaint regarding his actions.

Our belongings were delivered to us on August 13. Up until this point our apartment was uninhabitable as all of our furniture and possessions were in the U-box. Obviously there were very real costs incurred during this time: accommodation, food (as we had no kitchenware), internet that we had set up and were not using, rent, transportation, not to mention the overall reduction in quality of life and stress/frustration with [redacted]'s inadequate response.

At this point, all efforts to resolve this ongoing issue have been initiated by us: the manager of the Edmonton location has not once returned our phone calls, failed to respond to multiple emails, and is actually not listed in the [redacted] directory for anyone to get a hold of directly (including the manager of the Scarborough location.) The number listed on the Bill of Lading for the Edmonton manager is just a civilians personal cell phone. All the initial contact with the Edmonton manager was through his employees and their cell phones. The Regional manager also failed to return multiple calls and emails and we have spent hours being transferred around by Customer Service. Too much of our personal time has been spent trying to patiently resolve this issue that resulted from [redacted]'s error. As a customer, this is unacceptable.

We believe that [redacted] is responsible for refunding us the full shipping cost of the U-box as they did not fulfill our contract to deliver our U-box by August 1st. Additionally we can provide a breakdown of personal costs that we have incurred for the twelve days we were displaced from our home, the total of which exceeds the refund amount of $1343 that we are requesting (and doesn't even take into account unquantifiable costs like the loss of our time, quality of life, and state of mind).

To date two payments have been refunded to my credit card over a two week period, $300 and $700 for a total amount of $1000 which appears to be an arbitrary number without any explanation. Any of our concerns and efforts to convey our expectations for a full refund don't seem to have been considered. The e-mail we sent on August 27 regarding these concerns and reiterating why $1000 was not acceptable to us went unanswered. Since then we have also attempted to make contact with [redacted]'s EVP of Field Operations.Desired Settlement: The remaining balance of the u-box shipping cost of $343.00 for a total refund of $1343.00.

Business

Response:

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

Our records indicate a supplemental refund for the remaining balance of $343 was issued back to Mr. [redacted]’s [redacted] account as requested. The refund should post on his next credit card statement.

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

Sincerely,

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.

Prior to this response from [redacted] through Revdex.com, I wrote an email to Revdex.com which indicated that the matter had been resolved by [redacted] and that we considered the matter closed.

Regards,

Review: I am writing this letter with regards to the above referenced incident concerning my rental of a ten foot U-Haul truck and dolly on June 27,2014 for the purpose of moving my belongings to Florida. I picked up the U-Haul truck at 8:00a.m. and was told to return it after it was loaded to retrieve the dolly. My family and I packed the truck and went back to U-Haul to pick up the dolly. After your employee connected the dolly to the truck, we realized that the lights were inoperable. Your employee worked on the lights for approximately an hour before calling his manager. While this project was ongoing, your employee had to continuously stop repair on the lights in order to assist other customers.

After approximately two hours of working on the lights to the dolly, my father asked the employee to verify that it was the dolly lights that were malfunctioning. Much to our chagrin, it was discovered that it was the truck lights that were faulty, not those on the dolly. In the meantime, Brian, the manager of the Farmingdale branch arrived to assist us with our problem. After working on the truck for approximately one hour with no success, a customer graciously offered his assistance. After just a few minutes, this customer concluded that a fuse had blown on the truck which needed to be repaired.

It was now 8:30p.m. which basically meant that an entire day had been wasted due to the incompetence of your employees. Thank goodness a customer had the sense to check the fuses on the truck and rectify the situation.

This unnecessary delay caused me and the people helping me in my move a great hardship. It took an extra day of everyone taking off from work to recuperate from this turmoil unnecessarily caused by your staff.

After submitting a dispute with your claims department, I was told that I would be given a $100 credit for a delay. Thiis is unacceptable in light of the thousands of dollars I spent for

your vehicles. The delay I was forced to endure was directly attributable to a lack of qualified employees onsite. If it were not for the kindness of a stranger, this situation could have been much worse.Desired Settlement: I am therefore asking for a full refund of the cost of renting the dolly. I also suggest that you implement a training program for your employees (especially ones that are there by themselves) so that they are able to effectively deal with any issues concerning the operation of the vehicles.

Thank you in advance for your cooperation in this matter. I look forward to hearing from you at your earliest opportunity.

Business

Response:

September 11, 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 Long Island Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also advised her of a refund for the Tow Dolly fee in the amount of $236.80. The refund was should post on her next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International