J.R.J. Tara Corporation

Review: June 2014, I rented a 6 x 12 trailer to move from Boise Idaho to Tucson Arizona. I was told I earned a free months storage. I couldn't find work there and decided to move to Texas where there seemed to be more job opportunities.August 2014, I again rented a 6 x 12 trailer to move from Tucson Arizona to Fort Worth Texas. I again was told I earned a free months storage.When I contacted U-Haul using their online chat and on the phone, I was told I could not use both of the free months storage at the same place even though they could not/would not direct me to any place where this restriction was written on my contract or online. I contacted U-Haul through email ([redacted]@uhaul.com) who said he could honor both months at one place and sent me a link to choose one that would work. After I chose one, he stopped answering my emails. I have kept the string of emails to forward to you if needed.Desired Settlement: If U-Haul cannot show me where it is clearly written/stated on my contract or confirmation email a restriction on how or where I use my free storage, my position is that I earned two months free storage with no restrictions and it is a breach of contract for U-Haul not to honor both months at one location. Their solution is for me to use two different storage facilities. It is unacceptable to require me to pack up and move my belongings to a second storage facility.

Business

Response:

September 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager, followed up on the information Mr. [redacted] provided. He informed me he corresponded with Mr. [redacted] by email and was able to resolve his concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

The response is incorrect. The issue is not resolved. I have yet to see in writing that I will be getting both of my free earned storage months. Mr[redacted] "claims" it should be no problem but has failed to tell me how to go about making sure I get the free storage. He told me to contact the Manager of the storage. I sent the Manager an email and go no response. The problem/issue has not changed. Uhaul repeatedly fails to follow through and tell me how to resolve the issue.

Regards,

Business

Response:

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our GM for our U-Haul Moving and Storage of Haltom City, reviewed the recent comments from Mr. [redacted]. He informed our office he was sorry for the breakdown in communication, however, he will call Mr. [redacted] to resolve his concerns. He will assure Mr. [redacted] he will get two months of free storage.

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 October 25th 2014, I rented a 6x12' enclosed trailer from Uhaul's Oneida NY location ([redacted]). I returned it, as asked, the next day to the Rome, NY location.I was using the trailer to transport expensive audio equipment for my DJ business. I rented the trailer because I was told it was enclosed.When I received the trailer, the inside was very dirty and I had to spend 30 minutes cleaning/wiping the floor before I could use it.When I used the trailer that evening, it was raining. When I arrived at my destination, some of my equipment inside was wet. It turns out that there was a leak in the roof of the trailer that allowed water inside and onto the contents. While my equipment was (luckily) not damaged, I feel that I deserve a refund. I paid for (and my contract states) an "enclosed trailer" and the company lied to me because the trailer was not fully enclosed.When I returned the trailer to the Rome, NY location on 10/26, the employee verified that the trailer was leaking water and needed to be repaired.I emailed Uhaul customer service the next day, and was told I would receive a response. I never received a response to my email. Today I contacted Uhaul again via the online chat on their website, and was told I would not receive a refund unless my equipment was damaged.Thank you!Desired Settlement: Though my equipment was not damaged, I do not feel that it is right for a company to lie to its customers about what they are buying ("enclosed trailer" vs one that leaks). I feel that the company should take ownership of and correct its mistake by doing the ethical thing and issuing me a refund.I paid $29.95 for the equipment rental, $8.00 for insurance, and $2.40 in tax for a total of $40.35. My contract number is [redacted].Thank you!

Review: December 19, 2014U-Haul International Incorporated[redacted]To the CEO of U-haul, [redacted] and Whomever This May Concern: A Formal Complaint to the U-Haul CorporationOn Saturday, December 06, 2014, I rented Equipment: BP-Pick Up Truck; Serial Number:[redacted]; License Plate:[redacted]; License Plate State: AZ. Rental Rate was $19.95 from the G[redacted] The lady at the desk gave me a $0.59 x 50.0 MI Rate. Deposit amount or Amount to be held on my card was supposed to be $55.50. However, that was not the case. I pointed out to her that the mileage on the vehicle was different than the mileage that was on the contract (Contract Number:[redacted]). I pointed this error out to a total of three different employees. Two female and one male; One of the females name was [redacted] and the other females name was [redacted] The males name was [redacted]. The two female employees told me that it would be fine, but I brought it to the attention of [redacted] and he stated that he made notes on the account so I should be fine and not over charged. Again, that was not the case. On the paperwork it stated that the truck had 3,893.0 miles out. But actually, the truck had 8,202.0 miles out. I brought the truck back that same day, but the office had closed. The mileage on return was 8,203. I was charged for two (2) days and for the amount of $1,454.05. They charged me for 4,309.0 miles when I was supposed to be charged for one (1) day and one (1) mile. This overcharge should not have happened!!Then on Friday, December 19, 2014, I was charged for $727.03 (plus $35.00 insufficient funds fee) totaling $762.03 by U-Haul for something that the manager [redacted] assured me was taken care of. In addition to that, the $55.50 that I thought was supposed to be the deposit for the truck was not the amount that was taken from my account. Instead, $63.82 was taken from my account.

Product_Or_Service: BP-Pick Up Truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

All that I ask from U-Haul is that you refund to me every dime that was taken from me. Now, I am to the point of considering seeking legal counsel on this matter. I was a customer that trusted you and believed in the service that you provided. For a corporation to fail a customer like this is almost unheard of, but I know it occurs more often than not. At least now with the help of social media, I can let other people know what your company has done to me.

Business

Response:

January 20, 2015

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our President for our S[redacted], followed up on the information Mr. [redacted] provided. He informed our office he worked with our GM of our U-Haul Center involved and immediate action was taken to refund Mr. [redacted] in cash for our error. Mr. Harless also assured our office that steps have been put in place to prevent the situation from happening again.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution to be satisfactory to me. I will consider this complaint resolved.

Regards,

Review: On Dec. 22 my GMC Safari Van broke down on my way home from New Orleans to Illinois. It was an unfortunate incident, a one in a million chance part of my engine would break after years of being fine. I was stranded, homeless, no friends or family, everything I own was in the van with me and I had barely any money. I had to have my van towed back into Nola, as close to Uhaul facilities as possible, where I lived in my van for 2 days while calling around and figuring out my options.

Ultimately, my absolutely only option to get home was to rent a truck and trailer and tow my van home myself. I reserved a truck with [redacted], but with past poor experiences with them and no way to get to one close by, I had to go with Uhaul.

I called the [redacted] and [redacted] at [redacted] Clearview Parkway, New Orleans, LA 70121 and asked if they have trucks and trailers available, which they did, and if they could price match [redacted], which they would. I cannot stress this fact enough. After explaining the EXACT price, I was PROMISED that when I went to pick up the truck and trailer I would only have to pay the same EXACT price that [redacted] was offering me for their truck and trailer. Promised, by a Uhaul employee, the only reason I made the reservation.

I had to use what little money I had to take a cab and walk part of the way to get to the rental place. Once I got there, they again told me they price match [redacted]. When they called the main Louisiana office to confirm, the office said they would not price match, going against what I had been told TWICE before. So I called the office myself and spoke with a manager. She told me she wouldn’t price match because there was a shortage of trucks in the state, except this facility had three trucks sitting in its parking lot. After pleading with her that I could not afford Uhaul’s full price, which was ridiculous compared to [redacted], she was rude, disrespectful, dismissive, ultimately yelling at me and hanging up in mid conversation. I’ve never been spoken to like that by any company representative. It was unbelievable that a manager would talk to and treat a customer like that, especially after I explained my horrible situation. A few days before Christmas and absolutely no sympathy. Two important things to note here: she told me it was HER choice to not price match, that it is Uhaul’s policy to price match but she was refusing, and before she hung up she told me I could get a refund for the difference I had to pay (between the [redacted] quote and the full Uhaul quote) once my reservation was complete. I had to max out my only credit card for this one reservation, a reservation I was promised would be a certain price and instead was screwed over for.

On my way to IL, the truck overheated for I don’t know what reason, as if things couldn’t get worse. After giving it time it finally got going again and I was able to make it home finally after a day of driving and spending what little money I had left on gas and no food. Once the truck was returned, it took 3 days, not including Christmas Eve or Day, to check the truck in, something I’m told is strange by another phone representative. This person also told me, when I called to file my complaint and get my refund, that yes, Uhaul price matches, the third person to tell me this. So I waited, and no one got back to me. So I called yet again and was told I would be given a refund of only a small part of my reservation, and not the difference I was again promised. It seems Uhaul likes to make a lot of promises without fulfilling them. So I made an objection and was told that another manager would call me to settle this issue. So I waited and after a few days I get a voicemail of a gentlemen, who does a terrible job saying his name and phone number, making it impossible for me to try and call him back, that my refund for the difference would not be made. The reasons he gave were different from the first manager, implying that Uhaul is making their rules and policies up as they go, whatever they can do to take my money. I tried to call the number back that my caller ID picked up and left a voicemail, but haven’t heard back. Uhaul has made no effort to resolve this and fulfill their many promises and agreements.

This brings us to present day. I am still without money. I am still without a van (the difference I was promised would certainly help) and yet Uhaul continues to proser, taking advantage of their customers. I find a lot of complaints on many sites against Uhaul. They saw I had absolutely no choice and took advantage of me, misleading me, lying to me, mistreating me, and for what? With the millions they made, whats my few hundred dollars? I can tell you that few hundred dollars is a huge deal to me. If there’s a human being reading this, then I know you’ll understand what it is to struggle just to scrape by and survive. Uhaul is taking that away from me, making it harder for me to scrape by and survive. It is now my intention to files complaints and reviews on every single site I can find, continue calling Uhaul’s terrible customer service until I find a decent human being, and also contracting the Revdex.com. It is unbelievable how I’ve been treated, how poorly Uhaul has handled this situation and I won’t roll over and move on like they hope, like they expect their customers to.

On Jan. 6th, the second manager who originally called and left a voicemail called again. When I spoke to him, he said he was investigating and would get back to me. Why suddenly investigate? He had all the information from me before when he called to tell me he wouldn’t price match due to reasons that were never mentioned before, especially not when I was first denied, so why investigate now instead of before? U-Haul’s story is now changing because they’re scrambling, how can they dig themselves out of the hole they made, what policies or new rules can they suddenly make up to excuse themselves from giving me what they originally promised, etc. NONE OF IT ADDS UP.Desired Settlement: Apologize and refund

Business

Response:

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Customer Service Program Manager for U-Haul International, as well as our Marketing Company President for the area in question followed up on the information Mr. [redacted] provided and corresponded with him by email. Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation. He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate. We did not promise to match rates with that competitor. We did offer Mr. [redacted] alternatives, which he declined. He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location. If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.

A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill 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

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]I thought this ordeal was over. I may have accepted their offer, but I will not stand for this response. I’ve dealt with a few companies’ customer services in the last month and all were immediately helpful and apologetic, putting the customer first. Not Uhaul. I’ve never been talked to or treated like this by a company, especially customer service. Let’s examine their message, which is mostly heresay:— “Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation.”— Except I did and I have an email to prove it. Part of that email states “You are scheduled to pickup your equipment a[redacted] & [redacted] on Monday, December 22, 2014 at 2:00 PM" sent at 1:07 PM.I’ve mentioned this reservation to both a customer service rep and the "investigator", but Uhaul has never asked to see this reservation. They have only asked to see the reservation I made with [redacted] so they could see what the price was. The Uhaul reservation I made with [redacted], the Uhaul location rep, was over the phone an hour before I was scheduled to pick it up. I should also note that the pick-up time was recommended to me by [redacted] who promised a price match with [redacted]. I remember her name well.They can try and say they “made a mistake” or “this piece of information evaded our ‘research’,” but they're trying to take advantage of the fact all correspondence was word of mouth and not in writing, except my email reservation.They didn’t even begin their “research” until AFTER they told me they wouldn’t reimburse me, meaning they said no before they knew all the facts. It was only after I kept emailing and calling that they began their “research.” They would have ignored my case if I hadn't emailed Uhaul executives. I repeat, I received a call a week after they denied my reimbursement saying they would start an investigation. I’m sure this is in their phone records.Directly from their website: “Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered “GUARANTEED” (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages.” They didn’t offer the $50.— "He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate."— Firstly, what does last minute have anything to do with anything? The location didn't seem to have a problem with it being last minute since they had multiple trucks available, shown on their website and told to me by the in store rep. In the history of Uhaul, has no one ever made a last minute reservation? Am I really the first? This comment is only another attempt to portray me in a negative light, but the fact still remains I made a reservation before I went to the location.Secondly, I didn't realize asking politely, basically pleading, is considered “demanding.” I would love to see the security footage of me “demanding” they match the price of [redacted], which they already promised to do over the phone less than an hour before I arrived at the location.I’m confused how or why they think a competitor did not meet my reservation. I chose not to go with [redacted] because Uhaul promised to price match and I preferred to go with Uhaul due to past experiences with [redacted], which I now regret even though I had no other choice. Uhaul guaranteed to price match and convinced me to trust their business under false pretenses. After I arrived by taxi at the Uhaul location to pick up my reservation, I had no money to go anywhere else, so I had no choice but to use Uhaul, whether I wanted to or not.— “We did not promise to match rates with that competitor.”— Except they did, which is the only reason I made the reservation. If they couldn’t match the price, I would have gone with [redacted]. The disrespectful manager who overturned the guaranteed price match said that the choice was hers alone, not the company’s policy to deny me, right before she hung up mid conversation. The location reps even said if they could, they would honor the price match they guaranteed, but they didn't have the power to.It seems strangely convenient that none of the Uhaul reps made written notes on my account about the promises they made and none of my phone correspondence has been recorded, like most companies do, which clears Uhaul of any responsibility or consequences.Evidence shows through my “research” that Uhaul should be less concerned with me and more with the credibility and efficiency of their own employees. Apparently the idea of employees and managers lying to save their jobs is unheard of and couldn’t possibly happen. — “We did offer Mr. [redacted] alternatives, which he declined.”— Mr. [redacted]? And what alternatives? I would like to know these alternatives. At the time, I was told they would price match. When they backed out of this agreement, the only alternatives they provided me were to either rent from them or don’t, which is the equivalent of “our way or the highway.” Since I had no money and no vehicle, I had no other “alternatives.” I believe this is called kicking them while they're down.— “He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location.”— No, this was not the best rate they could offer. After I completed the purchase, I looked up their online rates which were actually cheaper than in-person. I was so focused on what I was told over the phone and what I was being told in person that I didn’t think to compare online. I figured they were being upfront with me, which apparently they weren’t.— “If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.”— I didn’t call because I was worried about being charged more money on top of dealing with more terrible customer service. There is nothing that states the price of their Roadside Assistance. I’ve dealt with a truck overheating before and knew I was better off waiting, which turned out to be correct. If their trucks are as unreliable as their employees and managers, there was no telling how horrible their Roadside Assistance would have been too (how long they would have taken, if they were actually competent enough to help, etc.).— “A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.”— I only accepted the $200 gift certificate because they stated they would give me nothing else. Again, they give me no other choice or “alternatives.” I deserve more than a gift certificate (as if I had enjoyed their business so much I’d go back for more), but it’s better than nothing for what they’ve put me through.But goodwill? Uhaul apparently felt bad enough to give a measly gift certificate, but not bad enough to apologize or reimburse me? The money they promised, that would be goodwill. Even a simple apology would be goodwill, but an apology would require acknowledgement of wrongdoing. Defending their employees’ mistakes while continuing to make more is not goodwill. If they didn’t do anything wrong, why the gift certificate? They wouldn’t even offer the $50 for not meeting my reservation, which is an actual policy stated on their website.— "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."— Obviously a lie, and an insulting one at that. I’ve never seen an executive assistant try to discredit a customer and say they care about customers in the same paragraph. Besides my situation, there are over two-thousand complaints against Uhaul on Revdex.com alone, not including the hundreds of other sites with complaints. If this is how they treat me over a few hundreds dollars, I can only imagine what they do to other people. If they truly cared, they would have honored my reservation or my refund and at least made an apology.The bottom line is Uhaul has taken advantage of an unfortunate set of circumstances, including the fact all of the correspondence has been verbal, and turned a simple dispute into a “he said/she said” game in an attempt to vilify me and take attention off their mistakes.I sincerely appreciate the work of the Revdex.com and their attempts to help me. It's obvious the Revdex.com is a good company that actually cares about their customers and does their best to help, but it would seem Uhaul acts with impunity and this dispute will go no where. The only company that can force Uhaul to do the right thing is Uhaul, and they've made that clear.And all of this so Uhaul could save a few hundred dollars, a drop in the bucket of Uhaul’s annual $27.5 billion, but a huge amount to me and my life. I really hope Ms. [redacted] and Mr. [redacted] don’t have to know what its like to be taken advantage of by another company when they have no power to fight back, like I have. f they only gave me the price match or promised refund in the first place, they still would have gotten a significant amount of my money and I would have been fine with it. That would have been FAIR, as they like to say. All I wanted was what they promised and I will stand by the truth since I stand to gain nothing else. I have no doubt that Uhaul will come back with more excuses, more reasons why everything is my fault without proof, but unless they plan on making this right, besides a gift certificate, then I just want them to leave me alone and stop the libel and harassment. I don't know what else they hope to gain from me as they've taken everything I had. They can say whatever they want to sleep better at night and satisfy the Revdex.com, I have no power to fight them.It would seem the customer is not always right.

Regards,

Review: I rented a Uhaul Trick (26ft) on January 3rd, 2015 from this location. The truck was for a one way trip from Windsor to Sarnia. Due to it being a one way trip you had to pay ahead. It was approx. $250. The moving truck that we were given had a faulty battery. There truck was not maintained and was jumped in order to give it to us. I had to deal with calling roadside assistance and the first time I called they said they would bring us a battery but we would have to wait an hour or longer. They also stated it would take some time to change the battery. Considering we were blocking a gas pump with a 26 foot truck and we still had to drive to Sarnia to unload the vehicle we seeked assistance with the go ahead from roadside to allow someone to jump us. Roadside assistance also stated to call them when we got to the location we were going to as obviously we would be unable to return truck without getting battery fixed. Every time the vehicle was shut of the vehicle wouldn't start as the battery would die. We were able to make to Petrolia home outside of Sarnia. We couldn't stop to eat, or to do anything as the vehicle could not be shut off. After unloading truck. the moving truck was dead and would not start again. It was late and I called Roadside assistance and they said to call them in the morning at 6am as the place that brings us battery will not be open till then. I also called customer service number that roadside gave us to complain about this. Everyone told me I will get a full refund which is what I wanted as I did not pay to maintain the truck and was not provided with the services I paid for. The next morning I called and Uhaul roadside assistance called me back to tell me I would have to wait until 10am as the battery place doesn't open until then. So I told them t just send someone out to jump it as we need to drop the vehicle off. This happened and I dropped off vehicle in sarnia uhaul location. The Employee working apologized and said that we will get full refund and to contact [redacted]l

Product_Or_Service: Rental truck

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

[redacted] the store manager at [redacted]ll was rude, ignorant told us that he would only give $50 rebate. Then after making a customer service complaint above him, he offered half refund and told us the truck got us from point A to B. He was degrading, spoke down to me and was unprofessional. Finally he gave us full refund. Minus $50 we never received. I found out today that he had me banned from renting from all Uhaul locations in future. I w

Business

Response:

February 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Ontario Regional Office, followed up on the information Ms. [redacted] provided. She informed our office they found no mechanical issues with the truck Ms. [redacted] rented but asked that we pass on her apology for any inconvenience she experienced. Ms. [redacted] also mentioned that the reason Ms. [redacted] was put on E-Alert was due to her verbal abuse toward our U-Haul Center staff and the continuous harassment she caused toward them. A full refund for the rental in the amount of $251.99 was issued back to Ms. [redacted]’s [redacted] account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business i* reference to complaint ID [redacted], and have determined that this proposed actio* would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This is the first I have heard of [redacted]. I asked customer service to speak to a manager above the manager [redacted] and he himself said there is no one. I never verbally abused anyone and spoke to [redacted] for 5 mi* o* phone i* regards to getting a full refund as the truck that was rented indeed did have battery that did not work and would die anytime the truck was shut off. This is logged as I had called roadside twice and once got jumped by a stranger and once by roadside assistance. [redacted] made list and said I went into store and threatened him. I never abused anyone and this is defamatio* of character. [redacted] also said that he would life the ba* if I wrote him a* apology letter or call to to talk to him. The problem I have with this is is that after [redacted] ad stories up and also told me that it's only a battery. I feel he owes me a* apology. As customer perspective he was rude and none-empathetic to the stress that a* unmaintained truck caused me during my.move. I did nothing to get banned. They should trai* their employees customer service skills. I want to be unbanned.

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

Regards,

Business

Response:

February 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Ontario Regional Office, followed up on the recent comments Ms. [redacted] relayed to your office and attempted to reach her by phone but reached her voice mail. No call back has been received, therefore, he sent her the following email:

Hello [redacted], Thank you for your letter about your recent experience with U-Haul. We make every effort to keep our equipment well maintain and in good work order. Please accept our appoligies for the breakdown and experience you had. Certainly the manager needs to be understanding of your concerns and treat you with kindness and I have discussed your case with him. We have removed you for our not to rent list. You will be able to rent from UHaul again. Thank you [redacted]

Marketing Company President

U-Haul Company of Western Ontario Office

226-315-1754 mobile 519-977-2852

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 April 28 I picked up a uhaul in [redacted] IL for a one way moveto [redacted] (Chicago neighborhood just south of [redacted] IL). I was originally scheduled to pick up a 20ft uhaul in [redacted] IL and to return it to a facility near my new home in [redacted]. The day of my reservation the pick up and drop off location were changed. Even the size of the uhaul was changed from 20ft to 15ft. This was fine for the pick up location which was not too far from my former house, however the return location was set Markham IL some 40 miles from [redacted]. When I questioned the return location I was told that I could call the 800 number and someone would tell me where I could drop it off nearby and that there would be no extra fees. After a long day of moving I called the 800 number only to get the runaround about where I could drop the uhaul off. Finally after submitting a road service request [redacted] was able to provide a drop off location and confirmed that there would be no extra fees. I returned the uhaul at 3:00 a.m to the 24 hour drop off facility in [redacted] IL. The next day I woke to discover that Uhaul had charged my card for an extra day, additional insurance, milage and gas. After spending 2 hours on the phone with customer service (which sucks btw) I finally reaced [redacted] in Marketing who agreed to refund the charges. It has been several days and I have not gotten a refund and [redacted] will not return my calls. Customer service at uhaul (still god awful) will not issue a refund they keep sending me to his voicemail.Desired Settlement: I would like a refund of the unauthorized charges and a credit for the original charges due to the horrible experience, the fact that you changed my reservation and are making have to chase you through the Revdex.com for a refund.

Business

Response:

May 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced as well as advised her of a refund for $97.08 back to her [redacted] account for being wrongfully charged. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Unauthorized Charges on my CC. Gave false information and allowed me to use my card under false pretenses

I went to uhaul on April 5 to pay for my cousin's Uhaul, I asked the attendant specifically, to verify that my card was not to be used for additional charges. The associate said YES that is correct. Had I been told then the my card would be used for additional charges then I would have NEVER used my card. I signed NO AGREEMENTS nor did I AUTHORIZE any additional charges. I contact the toll free number and filed a formal complaint Customer Action File [redacted] and was told that someone would reach out to me within 3-5 business days. The manager of the store location called me On THURSDAY May 7, and told me that it was only sent as a promissory note and that it was in fact an error and that the collections department made the error. She said that she would send the file back to collections to have them correct the error. I have this conversation recorded. The next day I received one of two email communications:

[redacted] <[redacted]> 5/08/2015

4:23pm cst

[redacted],

Your number not taking calls, your card is meaningful assurance on the rental for your cousin, the computer charged this money. YOu will have to go to your cousin in re to the money paid from your card for her rental.

thanks,

[redacted]

My response:

That is not what I was told at the store nor did the manager tell me that yesterday and I am filing a complaint with Revdex.com.

[redacted]'s Response

all customer complaints are handled at [redacted] customer service who will file a customer action file and refer your complaint to the regional office from where you will receive a return call

My response:

I have already done that and the manager is the one that called back and told me that YOUR department made the error. Stated that it was only to be a "Promissory Note". I ASKED them before I used my card, to make sure my card would not be used again and YOUR STORE said it wouldn't. I did NOT sign any agreements to allow my card to be charged so UHAUL did it WITHOUT my consent. I am filing a complaint with the Revdex.com on UHAUL corporation because you guys fail to see the malpractice in what you have just done. I was Lied to - and my CC was put onto the account under false pretenses. And you STOLE my money. Forward this email to the correct department or level of supervision because I have already followed your procedure and I am getting the run around like my money is some sort of play thing. I will be sure to include this email response to the Revdex.com to confirm my issue.

I then recieved a 2nd email from someone else on 05/09/2015 1:18 pm cst

[redacted]>

This is in response to Customer Action File [redacted] about authorization you gave for your credit card to be used for a rental for your cousin [redacted]. Unfortunately, you will need [redacted] to take care of this. Whatever credit cards are given for a rental will be the one used for any additional charges if customer does not take care of those charges at the end of the rental; which unfortunately [redacted] did not take care of.

My response was the same

The manager of the store is the one that called back and told me that YOUR department made the error. Stated that it was only to be a "Promissory Note". I ASKED them before I used my card, to make sure my card would not be used again and YOUR STORE said it wouldn't. I did NOT sign any agreements to allow my card to be charged so UHAUL did it WITHOUT my consent. I am filing a complaint with the Revdex.com on UHAUL corporation because you guys fail to see the malpractice in what you have just done. I was Lied to - and my CC was put onto the account under false pretenses. And you STOLE my money. Forward this email to the correct department or level of supervision because I have already followed your procedure and I am getting the run around like my money is some sort of

Review: I rented a truck from UHaul, and paid the $75 insurance for damages. The UHaul had a re-tread tire which blew, and several pieces of furniture were damaged, including a dining room table and piano. I have attempted to contact the "insurance" company, which is not a ligitimate company, just a subsidiary of UHaul, and I have never been contacted by an adjuster, or had my phone calls returned. So not only was my move delayed due to having to get a tire repaired, but I have damaged furniture, and no way to reach a person to get a response. UHaul denies any responsibility for the tire being bad, regardless, why charge customer's for insurance if you can't get reimbursed for damages? I was told I would be contacted within 2 business days, it's now been almost two weeks. When you ask a representative what their company is, and why there is no website, you get a sketchy answer indicating they are really UHaul.Desired Settlement: I want to be reimbursed for my dining room table and piano damage.

Business

Response:

July 5, 2012

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

RepWest Insurance Company informed our office that claim forms were sent to our customer on June 20th, and on June 28th a claims adjuster spoke to either Ms. [redacted] or Mr. [redacted] for a statement and informed what was needed to investigate their claim. RepWest Insurance Company explained that the forms have not yet been received back in their office.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made reservations for 2 trucks on 6-22-12 to be picked up on 6-29-12,after numerous changes by uhaul I ended up with only one truck and they also sent me on a wild goose chase to pick up the other truck some 50 miles away. but when I got there no truck was there.I had to make 2 different trips on 2 different weekends to get the job done.which ended up costing me over 1000 dollars.I want my rental money refunded.uhaul's incompetence cost me a lot of money.Desired Settlement: refund my rental fee.

Business

Response:

July 16, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the challenges he experienced with his reservation. He also explained he issued a refund for the full amount of the rental, or $247.50, back to his Master Card account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented from uhaul and have had the worst experience ever and the general manager tried to give me a gift card back to uhaul which I will never do again. I rented a uhaul on the phone, I got a price match done over the phone. she said id get the truck and dolly on sside. the day before pickup they call me and say I have to get the dolly on one side of town and the truck on the other side of town. dolly first then truck. I was uhappy with this so [redacted] in jax then said he was able to have a dolly at his store. when I go to get it they cant find the price match (which they later saw in the notes) and this took like 30 mins for them to figure out with [redacted]. then they put me in a truck with a check engine light on and the boy said all the trucks are like that its common. so I leave with my truck, pack it come back to get the dolly and they cant find my reservation. another 30 mins later they have to make a new reservation for me. then I leave and attempt to drive out at 2am and get stuck (still in jax) by the airport, I call for service and they come at 5am the guy tries for 2hrs and then sends me on my way telling me it will get me to maryland only to break down at the next exit and we had to call them back. mind you he was a tow truck with no tow, and said since noone else wanted to answer the call at that hour thats why I had to wait 3hrs for him to come cause he came from far away. so uhaul left a 20 something female on the side of the road at 2am-11am basically unsafe and didnt care to even send adequate help. then the "tow" guy since he had no tow told me I had to drive the transmission ruined truck to the uhaul station and he would follow me, well he sped up and went in front of me and then my car broke down again, so he had to come get it and drive it to uhaul himself since I didnt feel comfortable driving an overheated car. then I was already late to sign my lease in md and so you told me you would put me up in a hotel and food etc. then when I get to the destination noone knows how toDesired Settlement: refund me please.

Business

Response:

August 28, 2012

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

Our records indicate a credit for Ms. [redacted]'s extra lodging and food expense in the amount of $136.85 was issued back to her Visa account on August 12th. A credit for $100 was issued back to her [redacted] account as an adjustment on her rental on August 16th. Both credits should post on Ms. [redacted]'s next credit card statements.

As we value Ms. [redacted] as a customer, we also sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck through U-Haul's online services 3 weeks ago. After the reservation was made, I went online to check on the reservation, and three separate times U-Haul changed the pick-up location of the truck to further and further away from our present residence. I have tried calling the regional office per main U-Haul customer service rep, to resolve the problem. Each time I was treated disrespectfully, was put on hold each time for no less than 30 minutes. I am attempting to reach someone as I type and have been on hold for over an hour minutes. This company is extremely unprofessional, as well as very unaccommodating to their customers needs. This experience will make it so I will never use U-Haul ever again, and I will be sure to make sure any friends or loved ones we have that are considering U-Haul for their move do not make the same mistake we did. I would like to be compensated for the hours I have spent on the phone trying to resolve their mistake and the overall hassle of this experience.Desired Settlement: the cost of truck rental, rental insurance and gas used to travel 20 miles out of our way to get the truck.

Business

Response:

July 5, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He sent Ms. [redacted] a letter offering his apology for her recent experience with U-Haul. He explained, that on June 21st, Ms. [redacted] changed her pick up location to Ambridge, PA. On June 25th she again changed the pick up location to Aliquippa, PA. We located the closest location for her in Beaver, PA with extra mileage allowed and our drop off location accepted the truck with less fuel than when it was rented. Mr. [redacted] relayed he feels we followed and met all our reservation outlines. However, as we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $50.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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 U-Haul Inc., and I am not satisfied with the offer made by the company. The reason I changed the pickup location of our truck 3 times is because every time I logged onto their website to check on our reservation, uhaul had changed the location to further away from our residence. Therefore I attempted to make it closer to us. And the only reason someone corrected the extra mileage and discount on our rental is because I sat on hold for 3 hours trying to correct uhaul's mistake. I didn't even mention the extra hour we stood around and waited to pickup the truck due to uhaul's site being down. Also, the truck was picked up from the pickup location with 1/8 tank of fuel that was signed off by the pickup location employee, and dropped off with a 1/4 tank, an 1/8 tank more than what was in it at pickup. The truck should have had at least a 1/4 tank of fuel, but it didn't. If it was less than what it should have been, it should nit have been accepted by the drop off location. That is considered uhaul company policy. As far as I'm concerned, $50.00 gift certificate is not going to repair any damage on this company's reputation to me or our friends and family, due to the fact we will never rent from uhaul ever again. In my opinion the certificate is a waste of time and postage. And the letter and certificate that uhaul claims they sent, has yet to be received. I still feel we deserve a full refund, the rental experience was horrible, and time consuming, making our move even more stressful.

Business

Response:

August 21, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He explained they once again reviewed Ms. [redacted]'s rental transaction and he offered his apology for the inconvenience she feels we caused. Based on his investigation, he feels an appropriate resolution has been reached and hopes she will take advantage of the $50 VIP Certificate he had reissued to her. We feel the Certificate can be of great value to our customers 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

Review: I rented a truck from U-Haul ([redacted]) for an eight mile move. I brought the truck back but realized that what I signed out was 100 miles off (in other words, I only went 8 miles, but on paper appeared I went 108 miles). After much research, I found U-haul's clerical error. My credit card was then refunded the inappropriate over charges. Nonetheless, I have received numerous calls from a collection agency for the refunded funds. I have attempted NUMEROUS times to contact the UHaul store, UHaul headquarters, but I never get a call back. This is absolutely out of control and unacceptable. I have a flawless credit history and this is an unnecessary inconvenience. Moreover, this is illegal.Desired Settlement: I would like for UHaul to remove me from collections and to issue an apology.

Business

Response:

December 6, 2012

Thank you for your

concern for our customer **. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Central Georgia,

followed up on the information **. [redacted] provided. She informed

our office she spoke to **. [redacted] and offered her apology for

the inconvenience he experienced. She also advised him she had the

Promissory Note canceled.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I called u haul to rent a truck. After going into speedy mart in chatham on bloomfield where I was told 400 dollars for 2 day rental. On the phone with u haul they took my credit card number and said 2 days the 28 and 29th of june. 29 dollars a day. Someone would call and give me a time to pick it up. I called the number they gave and was told you only get the truck from 6 pm til midnight on the 28. Your out of luck that is all we have. We do not guarantee 2 day rental and that is all we have look somewhere else. When I called the number that I booked it they told me end of month and busy sorry only that time is available. Why would you not say we cant guarantee 2 day rental.. Read the fine print, I said I called there is no fine print. Where even their website has 2 day rental listed.Desired Settlement: I am with no truck to move now and at my wits end. I guess we try to move with a car. I dont know what to do. I need a truck to move.

Business

Response:

June 22, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Western Ontario, followed up on the information Mr. Consumer provided. She informed our office she sent Mr. Consumer an email addressing his reservation concerns and also included her telephone number for a call back to discuss moving options.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I had to hire movers since there was no truck available on the 29th. It cost 400 so I will inform all aquaintances to never use them. thank you for trying to help.

Business

Response:

July 19, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Western Ontario, reviewed the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the expense of his movers, however, she relayed that it was his choice to hire them vs. allowing us the opportunity to cover his reservation. U-Haul is a do-it-yourself moving company and cannot be held responsible for contracted labor. Ms. [redacted] advised Mr. [redacted] that any further reimbursements would 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: We rented a UHAUL in [redacted] TX on Approx November 19 2012 from Closets Garages and UHAULS on Morton Street, the woman there her name was :[redacted] and she said she was the Manager/owner there at that location. When I rented the UHAUL she told me just to check in everyday so that "I would not be bothered by Uhaul and that she could keep them updated, at that time we did not have a place and we were moving things out of my dad's house due to his current health situation he had lost his home due to getting ill etc, then I got very ill and was in and out of the hospital for like 6 times, but I was in constant contact with [redacted] my wife or myself to give her updates as she requested. We are having a difficult time finding a place to live etc and we kept [redacted] in [redacted] informed, the truck had a flat tire around December 3rd apprx and we called in and they came to fix it, then someone broke the glass out and we had to have that fixed out of our own pocket. In the mean time I was put in the hospital and am still currently in the hospital. On January 14th at approx 3:00 pm my wife was on the way to the hospital to see me and she went in a local Starbucks to use the restroom. And upon coming out of the restroom she overheard the worker's in the Starbuck's stating that a "man from UHAUL" had come in there to ask them if "they saw who went in the store as this man said "he was having the UHAUL towed" and so I ran outside. I guess because this was a private business this man from Uhaul had to ask them this question. I approached this man he called himself "[redacted] he said he was "An Area Manager" and that he was "just driving down Cooper and Park Row and "just happened to see the Uhaul van and ran the plates. That is what he said. my wife told him "she did not believe that story" as he alrready had our contract pulled up on his Iphone and Ipad and knew my wife by name. I think he was "following my wife" because my wife said "he was not outside when she entered into the Starbucks, at that point "[redacted] told my wife that "our contract was invalid" and my wife said that we had been calling in and speaking to [redacted] and he said "according to his notes it stated that their had been no contact since around the 3rd of January 2013 but that was incorrect information because there was contact nearly everyday nor everyother day with this company. And when I was put back in the hospital on the 11th of January 2013 we left messages as well all the time we kept in constant contact with the property manager. [redacted] told my wife that "She had to go to Bowen and Division streets in Arlington to update the contract, even though the contract was not done at that location and then he told her "he was just going to call a wrecker and have it towed" he was going back and forth [redacted] that is, I have a medical bed in the back of that Truck and my Diabetic Supplies and ALL of our CLOTHES.. WE have NO CLOTHES now due to this [redacted] taking our Van. My wife told him that she was going to get my medication out of the front of the truck in the cab and my CPAP machine and other items that she could physically take away. We feel that someone made a call or something and this was all staged, because the man didn't seem like he was being very honest. My wife had her reservations whether or not to give him the keys as he wasn't offering much information nor assistance. He told my wife "to give him the keys or "she would be in possession of stolen property" although he told her that it was just an invalid contract. We were told we had a valid contract by [redacted] but our main concern is that "We need our clothes and I need my medical bed and my diabetic supplys as I cannot afford to buy new ones. My wife told them she wanted to be able to work everything out with them and not have to get a civil lawyer. This was very very strange. This man had on a Brown UHAUL Coat and he was driving a "service truck" I do not know what he was Really up to or what his intentions were. But then he kept talking to people on the Iphone and changing where my stuff would be located. He now says it is in [redacted] TX on Mac Arthur. I would appreciate you all looking into this, my wife was in tears and had to contact our younger daughter to come and get our things out of the cab of the Uhaul, then the man took the keys and left and went to get a driver from another store, then he said a 3rd party would take our items out of the van and store them at your location, that is not what we wanted to do as we need our clothes and my medical equipment bed etc for my illness. We have not received a phone call nor any letters or anything due to this occurance. as of today the 16th of January 2013. I feel this was very unprofessional and very inappropriate as I was in the hospital and this man did this to my wife, and she had to make him give her the phone name and address of where our property was supposedly going to be we are just taking his word we have no idea. We fully intend to find out what our rights our in regards toi all of this, this [redacted] Area Manger asked also if this woman "[redacted]" was a friend" and we said "no" she wasn't a friend and we did not know her. She was just a very nice lady that was helpful while I have been sick.Desired Settlement: We need our Clothes and my medical equipment diabetic machine and our clothes out of this storage at UHAUL wherver they are holding our things, We need also a phone call or letter stating what is going on,. We had never received a phone call or letter or anything prior to this man showing up out of nowhere taking our van from my distraught wife with me in the hospital, We need our belongings. I hope this man gets highly reprmanded fro not letting my wife take our things to another storage at our frined's home so we could have our clothes and my medication which is vital to my health and well being and my medical bed.

Business

Response:

January 18, 2013

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

Mr. [redacted], our Traffic Manager for the U-Haul Company of North TX, followed up on the information Mr. [redacted] provided. Please be advised when a truck is going to be kept longer than originally anticipated, our customer needs to pay the balance of the rental and get on a valid contract. Mr. [redacted] informed our office he left a message for Mr. [redacted] explaining he could come and obtain his belongings from our Plano U-Haul Center. He also mentioned that Mr. [redacted] has a Promissory Note for $4,342.38 on the U-Haul truck.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered two U-Boxes to be delivered to my apartment in Pittsburgh and to be shipped to my new home in Austin. They arrived at my apartment on time, however I was double charged for the delivery, which I didn't notice and they didn't correct until I contacted them two weeks later. At that time, they refunded both delivery charges (yet to appear on my statement). I had my boxes picked up within 24 hours of delivery on July 13, 2012. I was quoted they would arrive in 11 business days, so that would make July 30th the last day my boxes would be delivered. On July 25, I learned that one of my boxes was left behind in Pittsburgh and they forgot to ship it. I have made at least 20 calls to various customer call centers and U Haul locations trying to determine where my boxes are and received varying delivery dates (anywhere from July 23 to Aug 5 or 6). I have never received worse customer service from a company. How can I pay $2,600 to ship something and they can have no idea where it is and how long it will take to ship? Currently it's July 27. I've been told that one box is in Austin (delivered to the wrong U-Haul location) and is scheduled to be delivered to me tomorrow and the other box is in Pittsburgh.Desired Settlement: I have spent hours on the phone babysitting my possessions. I will have lived without my belongings for longer than the quoted time. I have been overcharged more than one. I want to speak with someone at corporate and a full refund. I hope U-Haul can improve their processes from my horrible experience so no one else has to go through this again.

Business

Response:

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

Mike Glancy the Executive Assistant in our Glenshaw, PA Regional Office spoke to Ms. [redacted] on 8/4/12. Mr. Glancy apologized to Ms. [redacted] and informed her of a credit of $500 for her inconvenience. The credit should appear on Ms. [redacted]'s 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,

Paula Fontaine

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.

The resolution they claimed they put into place did not actually happen. Not only did Mike not call me, I have not received any indication that I would receive a $500 refund from the corporate office. Please ask them to contact me by phone at 412-897-4154 for a FULL REFUND.

Regards,

Business

Response:

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

Ean Livingood the GM of our Washington Blvd. Center contacted Ms. [redacted] on 10/4/12.. Ms. [redacted] confirmed to Mr. Livingood that she has received the requested credit to her credit card.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Paula Fontaine

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 did receive a call from Ean, and he confirmed that I received a refund of $535.00, not the full refund that I requested ($2,544.42). Ean did not mention that he was calling regarding the Revdex.com complaint I filed and was very vague on why he was calling. I attached a snippet of my bank account where the $535 was returned into my account and, for full disclosure, where $429.04 was returned to me for the overcharge. I have only been refunded $535 total.

I would like to remind you that I was overcharged, my possessions were not delivered to me on time and I had absolutely horrible customer service. I lost at least a total of one work day of my time spent on the phone trying to correct the mistakes of U-Haul. Following the filing of this complaint, I receive multiple erroneous notices that I was late in payment when my account was cleared out. I demand a full refund at this time. Please call me directly at [redacted] in addition to responding to the Revdex.com.

Regards,

Review: I have spent over 5 hours over several days trying just to make a reservation. I have gone over the info 8 times, including this complaint, 14 different people have had their hands in this, including several "Managers", and not one person resolves this, follows through, or follows up! This is the worst customer experience I have ever had or heard of with any company! Not only do I have to keep calling several numbers, repeating the issue, talking to several people, we also are continuously getting calls from people at uhaul with NO IDEA why theyre calling, or who called etc etc. It's ridiculous!! I've asked for copies of the horrible calls where I'm talked over, ignored, transferred with agents refusing to give me their names, etc. It says on the recordings I have that right, a manager said I would get it via email within 2-3 days, never happened. Not that I'm surprised. I've gotten the run around and not one single person has taken care of this for mw. I've NEVER had so many issues trying to give someone over $2000 for their service I'm not recieving! I could easily use another company but Uhaul needs to know how terrible they treat people, how unprofessional they are, and how absolutely ridiculous this is!!! And teach their agents some [redacted] courtesy!!!!!!!!!!!Desired Settlement: If Uhaul cares at all about customer satisfaction and earning business and good word of mouth, I expect Uhaul to contact me immediately and get this reservation booked without me having to speak with 20 more rude, lying agents! And tell me what they're going to do for me for having to deal with all this ridiculous nonsense and inconveinence, time spent away from my newborn child, and the stress it's caused in trying to plan a move that's supposed to be a positive thing!! This is unbelievable!!!!!!!!!!!!! I am beyond frustration!

Business

Response:

April 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] a Senior Customer Service Representative, followed up on the information Ms. [redacted]provided. She attempted to speak to Ms. [redacted]on April 26th but reached her voice mail and left a message requesting a call back. Ms. [redacted] is in need of additional information in order to properly research and address Ms. [redacted] concerns and hopes to hear back soon. Ms. [redacted] can be reached at ###-###-####, ext. [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I placed an order for a moving van 10 days in advance of moving my daughter to a new apartment. I did this because I would not be on hand to assist with any issues that could pop up. After placing the order, I called back within 30 minutes to change the order to a 10' Truck. I recieved the email confirming my new request for the 10' truck to be picked up on May 29th at [redacted]. [redacted] The night before we recieved an email informing us that the 10' truck would not be available, and that it was to be a Cargo Van. On top of that logistic problem, we were now sent to a U-Haul franchis in [redacted], further away from town.

the new location informed us that once we changed the pick up time, we had only One hour to pick up the truck or we would lose the reservation and be charged $50 for cancelling? Huh?

All this created such pressure on my daughter and me who was now getting calls every 5 minutes at work to help rectifiy a situation that I was looking to avoid. In addition we ended up using more miles and time to get the move completed with a smaller vehicle.

The icing on the cake is the fact that I called to make a complaint to the regional office. The reginal manager [redacted] Direct phone ####-###-#### called me back left a message. I called everyday for a week to get an answer, I left live messages and return phone # with associates [redacted] and several with [redacted] but never got a call back. Only today 6/14/13 when I called, did I finally get [redacted] on the phone to discuss the issue.Desired Settlement: I feel that at this point U-Haul regional office really could care less about anyone's complaint, they figure that they will ignore phone calls untill we go away. I would like to get a full refund for the total lack of customer support and customer service from U-Haul.

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the mileage driven. The refund for $33.51 should post on their next [redacted] 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: The week of May 26, 2013, I started calling around companies that would be able to bring me a ubox or pod on Wednesday of that week. I talked to a guy at Uhaul and put my card down to reserve the U-box. He told me that someone would be calling me to finalize the information and take my payment. [redacted] Parra called me once while I was at work. I called her back the same day less than an hour later but got no response. I spent the entire day calling [redacted] on her phone and also emailing her personally. After a few hours, I started calling the customer service number. There was no one that could get my information to get my u-box to me. I spent all day with them. They would tell me that they send out a message and someone would contact me within the hour. The hour passes and I have to call back. I finally went to a store close to my house. It took a bit for them to transfer my information because the store it was at wouldn't answer the phone. Finally get the u-box ordered, it arrives almost an hour late to my house. I load it and call back in less than 2 hours. I understand why it took a while to pick back up but they told me that it would take 3 days before it can leave [redacted]. They then stated that it would take 10 days not 10 business days to arrive. That could have been a miss slip of the tongue. My box should of arrived by now. I actually called on Sunday because my truck broke down and I needed to have it delivered and not picked up. I was okay with paying extra money to do that. I tried to contact the store to no avail. I called the customer service but nothing they could do. They sent out more requests for someone to contact me. I had a manager from [redacted] call me. How you get from [redacted] to [redacted] but call me from [redacted], I have no clue. I called back again Tuesday since I hadn't heard but from the [redacted] woman. I talked to [redacted]. She stated that she would look into it and call me on Wednesday. Its getting late and I still haven't gotten a call from her.Complaint number [redacted]

Product_Or_Service: U-box

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to find out where my u-box is and why I was given incorrect information. If they can not get my box to me by end of this week then I would like all of my over $1,500 back. I have spent over 10 hours between the Week of May 26th to present on the phone with the U-haul customer service with complaints.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NM, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted]’s U-Box had arrived and that she had issued a refund as an adjustment.

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

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of **, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted]’s U-Box had arrived and that she had issued a refund as an adjustment.

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,

Review: I recently rented a U-Haul moving truck; I made the reservation online for a 26' truck to pick up in [redacted]. The evening before my move, on June 28, U-Haul contacted me saying that the only truck available was a 20' truck in [redacted]. Obviously, this did not match my guaranteed reservation and I again re-iterated my reservation for a 26' truck. The regional office did not know when one would become available (less than 12 hours before my move) and told me to wait, but they did not know how long. I called the regional office again a few hours later that evening and was told by [redacted] there were no trucks available in a 150 mile radius and that I would have to pick up a 26' truck in [redacted], a 5 hour round trip drive east from my home, and the tow dolly in [redacted] a 1 hour round trip drive north from my home. Total gas cost for just picking up the truck exceeded $150. Before agreeing to these terms, the national office and a customer service agent named Carol informed me that I would be getting a guaranteed total refund and possibly more. She said that U-Haul would contact me 72 hours after returning the truck. I did drive from my home in [redacted] then to [redacted] to pick up the truck then the tow, fully expecting the refund as promised. U-Haul never contacted me and when I called the national office then was transferred to the regional office, they refused any refund or compensation.Desired Settlement: I would like an apology from U-Haul and compensation for my time and money. They also need to correct their business practices and stop making reservations for trucks that they do not have.

Business

Response:

July 17, 2013

Thank you for your concern for our customer [redacted]

When our customers make a reservation, the location they select is preference only as our equipment is constantly on the move. In high demand conditions it is not unusual for a customer to have to travel to pick up their reservation. The customer is contacted the day before the rental to set up the location where the equipment is available.

We are sorry Ms. [redacted] had to travel to [redacted] for her 26-ft truck. Ms. [redacted]l was given 360 miles to accommodate for the distance. For this inconvenience we have e-mailed Ms. [redacted] a $75 VIP Certificate. This certificate is good for two years and can be used on the many products and services U-haul has to offer.

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

Sincerely,

Executive Assistant

U-haul International

Review: U-HAUL charged me 135.25 twice and they said they did not. they are putting the blame on my card. but the only reason I know is I get a text message everytime my card gets charged.Desired Settlement: I want my money back.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained the credit card process and emailed him documentation confirming he was only charged once. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am not satisfied with U-Haul. it might not look like I was charged twice on their side. can they explain why I got a text message from my bank saying it. I was charged 135. 00 and I will never use them again. and my wife has put on [redacted] how crapping they are. they should not be allowed to do what they do. they have hidden fees they do not tell us about. I hope they go bankcrupt. after this . Regards, [redacted]

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr.[redacted].

I did confirm U-Haul charged Mr. [redacted] Card account $135.93 once. We have no record of any additional charges. I would suggest Mr. [redacted] either go on line and check his account, call his credit card company to confirm the charge or review his bank statement when he receives it in the mail. If there is a double charge for the same rental, he can forward a copy of the statement to me for reimbursement. I can be reached at [redacted].

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, [redacted] Executive Assistant U-Haul International