J.R.J. Tara Corporation

Review: On August 2, 2013, I picked up a 14' uhaul truck, at approximately 6:30 ish, only to find out that I had to return the vehicle back in less than 24hrs. Due to the fact that I did not reserve the vehicle for 2 days. When I made the reservation online, I was not given that option, I even called customer service to inquire that it is ok for me to keep the vehicle for 2 days and she stated yes, and that I would just be charged by the mileage and gas. Also, when I picked up the vehicle the gas tank was literally on 'E' (as they would say above the empty line), also the check engine light was on as well, and the truck was not in the best of shape... I immediately called the [redacted] number and they stated that someone would call me back within 48 hours, well they never did, and also I was billed twice!!! Customer service was very poor on both ends.Desired Settlement: Refund

Business

Response:

August 12, 2013

Thank you for your concern for our customer [redacted]

We are truly sorry for [redacted]'s recent experience with her U-haul rental. [redacted] a senior customer service agent spoke to [redacted] on 8/9. [redacted] refunded $30 to [redacted]'s MasterCard. He also sent her a $50 VIP certificate that 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 Experience 08/08/1*Went into a U-Haul Location ([redacted]9 Phone number ([redacted]) [redacted])Spoke with General Manager (Name)Reservation #[redacted]Location did not have the trailer, offered to upgrade me. I reserved a motorcycle hauler and there is no upgrade for this. They only have one and other utility flat trailers. I was not willing to take a trailer without the wheel chuck. Manager came out to speak with me as I asked for the $50 U-Haul guarantee. Manager came out with a cigarette in his mouth. Before asking me what happened and what was wrong he aggressively stated we reserve the right to upgrade you and are not going to honor the guarantee as I started talking about what I was upset about he told me (not asked) to stop talking so he could defend his first argument. I asked him to put out his cigarette because it was inappropriate he stated Im not blowing it in your face am I? The manager not once apologized and said it was not his problem the website stated the trailer was available and now it is not. I felt like a victim and that I did something wrong. I have NEVER been treated so poorly at a location with a complaint and it seems like they believe they are better than then the customer and wanted to do nothing with resolving the issue.I reported this to customer service.1.I said I wanted to file a complaint they hung up2.Second person I talked to was nice and filed itAt this point I was waiting for a manager to call me back before booking the truck and trailer for my move the following week. I was promised 48 hour turn around for the call.08/12/1*Called to check on status of complaint1.After giving individual the reservation # they hung up2.Second call they hung up again oddly right after I gave them the reservation # *.*rd call she stayed on the phone and when I told her a $50 credit wouldnt resolve the issue at this point she transferred me to another automated system with no warning. I have yet to get any resolution and have spent countless time and effort to be treated like a valued customer of a business as large as this one. I will not stop pursuing the way I was treat till something is done and I feel like U-Haul will not treat another patron this way.

Order_Number: [redacted]Desired Settlement:

DesiredSettlementID: Other (requires explanation)

I would like the trailer rental covered for next week ($80.00)I would also like the truck rate from last week I would have booked if a manager had called me back when promised

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Storage Manager for the U-Haul Company of North Shore Chicago, followed up on the information [redacted]provided. She informed our office she spoke to [redacted]and advised him of a refund for the $50 Reservation Guarantee Fee and scheduled a one-way reservation to Cincinnati for a 17-foot truck and an Auto Transport.

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,

U-Haul International

Review: I was charged more for the boxes than orginally quoted. I was rushed to pack up my belongings which resulted in forgetting to pack things and them getting left behind. I was yelled by both a U-haul employee and the general manager of the location for needing more time than orginally planned. I was not given the option to purchase insurance for my boxes but was charged for it and then refunded it with out my knoweledge. Still not completely sure if there was insurance on my boxes but have a broken fish tank from the move that the insurance company provided by U-haul isn't sure if they are going to cover. I filed a complaint with U-Haul customer service on the 23rd of August about my horrible experience with that locations. I was told the marketing company manager would be getting in touch with me withing 24 to 48 hrs. Instead I got a call from [redacted] the general manger at that location which is who my complaint was mostly about. I did not wish to talk to her so I called customer service back and they said they would have someone else call me but she called me again. I called them back and told them what happened and they said they would reopen the complaint because [redacted] had marked it as resolved even though it was not and would have the mcp call me with in 24 to 48 hrs. Long story short with I had to call customer service another 4 or 5 times before I was finally contacted by someone other than [redacted] but it was by someone for the Cortland regional office not the San Diego so she could not help. But she finally gave me the number to the San Diego regional office and I was finally able to talk to [redacted] who has pretty much called me a liar and didn't really want to help me. She told [redacted] to refund me $35 to my credit card and offered my a $100 credit to use toward another U-Haul service. I am done moving I don't need a credit to use services with a company I never want to have to use again. They also advertise the u-box as 8x5x7.6 and don't tell you thats the outside measurements.Desired Settlement: I am not happy with what I was offered. I will not be needing anymore services from U-haul so why would I need a 100 dollar credit for it. 35 doesn't even come close to the difference in price I was charged. I would like at least a 50 percent refund from the company for all the trouble this has caused me and my family.

Business

Response:

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

[redacted], our Executive Assistant for the U-Haul Company of Oceanside, CA, reviewed the information Ms. [redacted] provided with our Company President, Mr. Kevin Scofield. Ms. [redacted] relayed that along with Ms. [redacted]’s dissatisfaction with our Center GM, she was upset due to the fact when she originally made her reservation, she opted for self-delivery of her U-Boxes. When she arrived to pick up her boxes, she brought her Ford Explorer, which is a prohibited hook up with a U-Haul trailer. Ms. [redacted] then arranged for store delivery, which was more in cost than the original quote. When Ms. [redacted] called to voice her complaint, Ms. [redacted] asked if she was aware that her Ford Explorer was a prohibited hook up and Ms. [redacted] stated she was because she had looked up the information on the internet. Ms. [redacted] relayed that Ms. [redacted] was refund the difference between what she paid and what she says she was quoted. She was also issued $100 VIP Certificate to help offset the inconvenience she experienced. Ms. [redacted] also mentioned RepWest Insurance Company reimbursed Ms. [redacted] $50 for the damaged fish tank. Mr. Scofield and Ms. [redacted] feel Ms. [redacted]’s concerns have been fairly resolved and no further refunds or adjustments will be issued.

I hope Ms. [redacted] will take advantage of the VIP Certificate we issued 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. The Certificate is also valid for two years.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

This is not what I told Ms. [redacted] what happened. I did not originally arrange for a self pick up. I told the general manager when I made the reservation that I needed to have it delivered because I knew the company did not rent trailers to Ford Explorers. I never went to U-haul to pick it up. This is a complete lie! The general manager paid no attention to what I was telling her and quoted me for a self pick up rate rather than a U-haul delivery rate. I even told her while we were still there making the reservation that it needed to be delivered. She still did not change the price quote and did not tell me it would be different. She even said to me the day they called me to drop off the U-Boxes "I am not sure why but I have you down for self delivery you wanted them delivered to you right". When I replied yes she still did not inform me that there would be a difference in price. Had she told me it would cost that much more than I would have found a way to pick them up myself. The only time my explorer was in that parking lot was to make the reservation. I did not show up there to pick it up as I never planned on a self delivery. I was not refunded for the difference in price. I was refunded $35 which is not the difference in price. I have already sent over the original quote. It was almost a $100 difference in price. I have not been reimbursed for my fish tank as the insurance person will not return my phone calls. As for the $100 credit are you serious? I have no use for that. I was treated badly and was unable to bring all of my belongings with me when I moved due to be rushed. That is not acceptable and if this is how U-haul values its customers then I am certainly never going to use any of its services again. I repeat I do not want your $100 credit. I want a refund for my troubles of 50 percent of what I paid. I will get a lawyer if need be. No company should tolerate the representatives calling customers liars as Ms. [redacted] as made me out to be and further more no company should allow their general managers to treat customers they way Ms. [redacted] has treated me and my husband. This needs to be corrected.

Business

Response:

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

[redacted], our Executive Assistant for our Oceanside regional office, reviewed the following information Ms. [redacted] provided and sent her the following email:

[redacted], After careful consideration of your complaint to U-Haul and to the Revdex.com, we have decided that the compensation previously offered is a fair resolution to your complaint. We will be taking no further action in this case. We appreciate your time and apologize for your inconvenience. [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I recently rented a U-Haul/Auto Transport from the Hwy 99 store in Vancouver, WA for pickup on 8/21 at 8am on a one way transport to the [redacted] Dr. U-Haul in Lebanon, OR (Order #[redacted]). Prior to the pickup date I contacted U-Haul to get the exact measurements of the Auto Transport. Due to the length of my vehicle I wanted to make sure the auto transport was long enough to handle the move. After contacting U-Haul customer service for the third time I finally gave up due to the customer service people repeatedly stating, "After we input the your make and model the computer automatically adjusts the type of transport needed for your vehicle and we cannot give you the exact dimensions of the type of transport you ordered." So, I walked into the Hwy 99 store at 8am and for pickup when the store stated the vehicle/auto transport was not at the Hwy 99 store it was at the [redacted] store located several miles away. So, after waiting in line and finally getting the news our vehicle/auto transport was not available at the Hwy 99 store we made our way to the [redacted] store. After again waiting in line at the [redacted] store the service attendant was very helpful and gave us an extra day/mileage for our troubles. However, after going outside to check out the auto transport and measuring the auto transport, it was approximately 3 feet short. So, we decided to try the tow dolly. After wasting several hours waiting in line and driving in between stores we found out the tow dolly would not work due to the dolly not being wide enough. So, we packed up the U-Haul and returned the dolly to the Hwy 99 store. The Hwy 99 store said the dolly would be refunded. After spending the weekend unpacking we returned the U-Haul to the [redacted] location in Lebanon, OR. The next day we received the receipt stating we owed an extra $0.44 for mileage and $25.00 cleaning fee due to pieces of cardboard in the back and a "weird" smell. Also, the tow dolly for $59.99 was not refunded. I contacted the UHaul and she stated she would not refund the cleaning fee or mileage due to the fact she had to detail the entire vehicle and she couldn't refund the tow dolly because it wasn't returned to her location. I contacted customer service again explaining the circumstances of the tow dolly and customer service said they input the make/model into the computer and it should have worked. They would not refund the amount for the tow dolly, cleaning fee, or mileage.Desired Settlement: At this point, I am so disgusted with UHaul that I would like a total refund in the amount of $87.00 for the 17' Truck and $59.00 for the tow dolly (total of $207.29 with mileage) for wasting my time and energy (and the tow dolly should have been refunded in the first place). The UHaul was clean at the time of drop off and a "weird" smell in back could come from anything. The associate at the Lebanon store even said she couldn't describe it. This could all could have been avoided by simply telling me the dimensions of the auto transport in the first place, having the appropriate vehicle at the proper location, and not charging a cleaning fee/mileage. I have rented from U-Haul several times in the past and will 100% avoid going back to the UHaul store due to this complete disaster.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] to discuss his concerns and he requested she call back. When she did there was no answer. She left a message explaining she had issued a refund for the dolly and the cleaning fee for a total amount of $84.44.

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.

Once again, this is far from the truth of what actually happened. I actually did pick up the phone and talk with the lady and explain to her that I was at work and was unable to talk for long due to the fact I work for a fire department/ambulance service and was on a call. I explained to her I would have to call her back but she was unwilling to give me a phone number to contact her. She asked if she could call me back in 10 min and I said, "Yes" because there was no other option as she wouldn't give me a phone number. She left me a message stating what she would do, but no return phone number and when I called the number on the caller ID, nothing. Originally, I asked for a full refund. The refund of the tow dolly should have taken place anyways. When I returned the tow dolly to the Hazel Dell location off Hwy 99 the employees said it would be returned and it actually wasn't and I should have never been charged a cleaning fee as the U-Haul was clean when I dropped it off, but that's he said/she said at this point. So, again I want a full refund as the service you provided caused more headaches and wasted more of my time and what your offering is an absolute cop out. And if you call me again, understand I have a life too. So, if I ask for you to leave me a number so I can respond to you instead of having to deal with this through the Revdex.com and waste there time it's because I am in the middle of important business at work.

Regards,

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Senior Customer Service Agent, reviewed the information Mr. [redacted] provided. She pulled the recorded calls each time she contacted Mr. [redacted] and confirmed their conversation. The initial call on September 30th lasted 19 seconds. Mr. [redacted] said he was on the phone and relayed to Ms. [redacted] that she could hold or he could call her back. Mr. [redacted] stated she would call him back in 10 minutes and he replied that was fine. Approximately 28 minutes later Ms. [redacted] called Mr. [redacted] again and reached his voice mail. She left a message that she was refunding him for the trailer, cleaning fee and mileage charge. She also stated if he had any questions he could call her back at 1-800 789-3638 and provided his file number as well. After another review of the rental, Ms. [redacted] concluded no further refund would be issued.

I did confirm the refund for $84.44 was issued on September 30th, $59 back to Mr. [redacted]’s Visa account ending in 9423 and $25.44 back to his Visa account ending in 3684.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

So, I contacted the #[redacted] and that number is the general customer service line that took approximately 4-5 minutes to get through the phone tree and speak with somebody and to no avail. So, again I reject your proposed action and ask, again, for a full refund. I have also reviewed several online opinion boards and see that you have not taken care of many of your customers. I wish I would have read those before renting a truck from you. So, again, I am not wasting anymore of my time contacting you about this matter. YOU need to refund me for the total amount of the rental. The whole process was an absolute waste of my time. The trailer should have been refunded, no questions asked. I contacted you several times to make sure the trailer (auto transport) was the correct dimensions, and was assured several times that it was when only to find out that it was not the correct dimensions after 4 hours of trying to make the situation work. I should have never been charged a cleaning fee, as the truck was returned in a respectable manner. I should have never been charged extra mileage, as the lady I originally rented from promised I would not be charged extra mileage. I should not have had to go through this process for refunds that should have been taken care of in the first place (refund of the cleaning fee, mileage, and auto transport). So, the refund for the rest of the amount is about wasting my time!!!

Regards,

Review: They have the U box on site but it is covered with an orange tarp and has a cardboard cutout of a queen size bed and says look how much I can hold. But they do not hold very much. We went from 2 boxes to 4 boxes because of the misleading advertisement. I was quoted one price for the boxes but then they changed the price when it was time to pay. I wasn't able to verify this because I was never given any copies of a contract. I've asked why I haven't seen this in writing and they tell me they can e-mail it or mail it but I still have not received anything in writing except for when my storage was due in October. I've received 4 different envelopes telling me my fees were due but they couldn't send a contract.Desired Settlement: I want a refund for the bad service

Business

Response:

November 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Our Field Manager of our [redacted]egional office followed up on the information Ms. [redacted]provided. An email was sent to Ms. [redacted]providing her with the information she requested and also explained we already gave her a month free on the storage of her boxes. No additional refunds or adjustments will 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

Review: Uhaul rented my husband and I a defective trailer which had a hole in it and has refused to reimburse us for water damage done to our bed and other furniture.Desired Settlement: Uhaul rented my husband and I a defective trailer which had a hole in it. On our drive from Birmingham, AL to Baton Rouge, LA it began to rain and once we got to Baton Rouge we noticed all of our belongings were soaking wet.It destroyed our bed and caused damage other items.They have refused to reimburse us for water damage done to our bed. They sold us a defective product without telling us which caused damage to our belongings, so I would like a full refund of the $113 dollar rental cost.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office he left a message for Mr. and Mrs. [redacted] requesting a return call and also issued a refund for $113 back to their [redacted] account. 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,[redacted]Executive AssistantU-Haul International

Review: I ordered 2 u-boxes to be delivered to my old residence in Gastonia NC on 2/21/2014 which was done timely and professionally. They came to pick them up and ship them to Deep Creek Lake, MD on 2/27/2014 and I was told that it would take 8 business days and was charged $762.00 that day. 8 business days from 2/27/2014 should have been 3/11/2014, which is when my things should have been delivered in MD. I received an e-mail on 3/5/2014 stating that my 2 u-boxes were just being shipped from Charlotte NC, which was 4 business days after they had already been picked up...half the supposed shipping time. After receiving no other communication from U-haul I called the Charlotte office on 3/11/2014 and spoke with Jennifer who told me that she would look into the situation and call me back. She promptly called me back and told me that she contacted the shipping department and they just said that my stuff should be there tomorrow evening and that someone from the Deep Creek Lake MD location would call me when they came in. This was a problem because I had people staying at my house that were only there to help me move and they had to leave by the 13th because of prior arrangements. Well I called back the following day only to be told that they didn't come in and I would have to wait yet another day. So the following day 3/13/2014 I called and was told that my stuff had just arrived and they would be calling me back to schedule delivery. After several phone calls back and forth I finally got everything set up for them to be delivered the following day on 3/14/2014. The delivery of the u-boxes went fine until the people who delivered my boxes left without taking any of the bolts out that had been drilled into my boxes which prevented them from being opened. It took quite a bit of time to find the right tool and to actually take out the 4 bolts that should have been removed prior to the delivery men leaving. Subsequently because of U-Haul taking 2 extra days to ship my things I had to pay a moving company for 2 hours of labor which cost me an extra $260.00. Before the added extra cost that I had to pay I had already paid almost $1600 to have my things shipped from NC to MD. The delivery and pick up in NC went smoothly and I can live with the delivery and pick up in MD...even with the added cost that I incurred because of U-hauls error. What I do not agree to is the delivery charge since I was told that my belongings would be shipped within 8 business days and probably not even take that long, but instead it took 10 business days with absolutely no contact from U-Haul to tell me of the delay. I had to make quite a few phone calls myself to even find out that my stuff wasn't going to be delivered on time and still to this day have never even received not even an apology from anyone at U-Haul.Desired Settlement: I believe that in all honesty I am owed the delivery charge of $762, the extra moving cost of $260 that I incurred because of the shipping delay, and a partial credit for the delivery charge in MD because of all the inconvenience I was caused but I will settle for just having the delivery charge of $762 credited back to the card it was paid with. U-haul representatives should not inform customers of an 8 business day shipping time if the boxes won't be there on time. Also, if there is a shipping delay it would be extremely professional for someone at U-haul to contact the customer and apologize for the delay and do something to make up for the extreme inconvenience it has caused. I am more upset than anything that nobody from U-haul had the decency to call me and tell me of the shipping delay and when my stuff could be expected to arrive after spending almost $1600.

Business

Response:

April 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted both regional offices responsible for the Gastonia and Deep Creek Lake areas for follow up on Ms. [redacted]’s concerns. [redacted], our Executive Assistant for our Pittsburgh regional office, assured us the issue of not removing the bolts on the U-Box was discussed with the delivering dealer to prevent the situation from happening again. A refund for $200 was also issued to Ms. [redacted]’s [redacted] account for the two day delay on the delivery. 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,

Executive Assistant

U-Haul International

Review: I have contacted Uhaul 9 times via emails and phone calls. They offered to waive a late fee if I resubmitted a new auto pay. I was told it would be taken care of and now they refuse. I've been called a liar, hung up and refused to be given a manager. The following is the last email I sent to the main contact form with no response:

Apr 3 at 4:11 PM

I am writing to inform the appropriate person of the recent actions of the staff at the Woodside, NY storage facility. I have asked to speak with a manager and was refused.

I recently had my debit card stolen /cancelled by my bank which has resulted in havoc with any bills on automatic payment. I have been a customer since April 2013 with every month on auto payment ( in addition to the actual move) . On March 3rd I received the following email offering to waive the $15 late fee should I put the unit back on auto pay.

Before I submitted payment I sent an email requesting how the bill will be adjusted . At this time I reentered the new card as a no payment for auto pay. By March 17th I was charged ( without authorization ) for the amount plus the late fee. On March 15th I called the local facility and was assured the manager would get back to me. On March 18th , I again called and was personally assured by the employee she would follow up. As of March 20th having not heard back I called again, this time to finally reach the manager. She said the easiest was to credit April rather than issuing a refund and assured me she would take care of this. Fine. March 31 my card was processed for the new increased amount and DID NOT reflect the $15 credit. On April 2nd I was again told the manager was not available and would get back to me. It is now April 3rd - not having heard back, I called yet again.

Are you keeping track ? This is now the 6th contact I've made. I encountered the rudest employee who refused to put the manager on the phone whom I know was right there as the employee kept putting me on hold to talk to the manager. I was basically accused of being a liar and told that I would not receive the credit because it was likely that as soon as I received the credit it I would cancel my card. When I asked who I can talk to the employee told me to try calling back. I then asked for her name and she blatantly refused and hung up on me.

I then called the main number for Uhaul and was transferred to the regional office. The woman said I needed a manager but then refused to transfer me to one. She claims that she was speaking to the local manager at the same time and said I needed to deal with her only. When I explained that the local manager refuses to return my calls or rectify the problem, she still refused to give me anyone else to speak with. She then said that the situation would be resolved within 2 hours.

It is now after 2 hours and I have received no communication from anyone. The bottom line is you made an offer and have not honored it. I should not have to take my time from work to what amounts now as 9 contacts to Uhaul . The way I was spoken to today by the local employee is complete utter disrespect and not an acceptable way to speak to a customer that has paid a substantial amount to Uhaul over the past year.

All of this could have been avoided by honoring the offer you made.

We will waive the $15.00 late fee for you, if you choose to have your monthly rental installment automatically deducted via either an automatic credit-card plan or ACH (e-check) monthly debit to your checking account. If you chose an automatic deduction to your checking account, you must include a physical check made payable to U-Haul for the amount due for the initial process to be set up. To sign up, simply fill in the information below and drop this in the mail today.Desired Settlement: At a minimum , the $15 refunded. For the unnecessary aggravation, time consumption and the way I was spoken to - Uhaul can determine.

Business

Response:

April 10, 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 Brooklyn, Queens, Staten Island regional office, followed up on the information Ms. [redacted] provided. She sent the following email in response: Dear [redacted], Thank you for your letter concerning your U-Haul storage rental unit at our Woodside location. We value you as a customer and apologize if your recent experience with our Woodside U-Haul employees was not to your satisfaction. The General Manager of the location applied a $15 VIP certificate to your account on 04/04/14 which took care of the $15 late fee you were promised to be waived. Also a $20.00 VIP certificate was emailed to your email address on file, redeemable at any U-Haul facility on the many products and services we offer. Once again please accept our sincerest apologies. We do appreciate your business. Sincerely, [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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: on 1/31/14 I rented a 5' x 8' trailer for a one-way move. This trailer is designed to hitch to a pick-up. Leading up to that rental I spoke with a customer service representative to confirm what equipment I would need for this. Specifically, I asked what size hitch ball I needed. I had all the hitch equipment, I just needed to know the size. The person I spoke with when I called the national customer service number assured me they had all the equipment. I explained that I had equipment, but she assured me they had everything and there would be no need to bring my own. When this customer service representative failed to clearly say to me was that this was not equipment that came with the rental, but was a available for purchase only. When we showed up to get the trailer from the pick-up location ([redacted]) we were informed that we would be charged for the hitch. Because we were working in a tight timeframe, we did not have time to travel across town to get the hitch we already own and were forced to make the purchase so that our move would not be delayed.

I'm not sure if this was incompetance on the part of the employee I spoke with or straight-up deception, but it's unacceptable that we were given this kind of murky information and compelled to pay for equipment that we could have easily supplied ourselves. The representative most certainly did NOT make it clear that the hitch was for purchase. And based on the conversation we had, she knew we could have brought our own because I clearly said we had equipment and I was just calling to find out the size we needed to bring. She then went ahead and steered us away from that by giving half-true information about the hitch being available. Had we known we would have to buy the u-haul hitch, we would have definitely brought our own.

For reference, my contract number was [redacted]. On 2/3/14 the charge for the hitch appeared on my credit card statement for $32.68 from U-HAUL-[redacted]. I filed a complaint about this the same day (reference #[redacted]). I received an email message from [redacted] who identified himself as the General Manager of U-Haul Warren.

I'm pasting his reponse here:

"Hi [redacted] this is [redacted] the General Manager of Warren Uhaul. We had spoken early last week about your rental and how you could use your card on file and the card on file was used for your rental and the drawbar that was needed for your vechile to tow the trailer. As to the person you spoke with regarding the drawbar, they did answer correctly we do have all the towing equipment you need to tow the trailer, but it is not a rental item, we only sell them, I am having all the calls pulled since we do record every call, and I will find out who gave that information. I am sorry that you did not get to pick up at the location you chose, but if that location doesnt have the equipment then unfortunately you would be sent to the next location that has it available. Treating customers like this is not how we do business, nobody at my store would have told you that we would provide this equipment to you, they all know that everything we have here is forsale not a rental item in the showroom. Like I said I am having all of your calls pulled so I can personally review them. I am sorry for any inconvience this has caused you.

Thank you and happy renting

[redacted] Maloney

General Manager

Warren Uhaul

[redacted]"

I have received no further follow-up or communication from U-Haul.Desired Settlement: I would like to be refunded the amount I was charged for the hitch (drawbar): $32.68.

Business

Response:

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

[redacted], our Executive Assistant for our Ohio regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

[redacted], I have read your concern and I have credited your card the $32.68 and you should see the credit on the card in 3-5 business days. I’m sorry for the issues that you had during your rental. If there is any way that I can further assist you, please feel free to contact me. [redacted] Executive Assistant U-Haul of Ohio [redacted].com ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Review: This is a second complaint against UHAUL about a previous complaint - Revdex.com reference number [redacted].

I closed this complaint previously when UHAUL agreed to contact my parents to reimburse them for out of pocket expenses incurred due to extremely poor customer service and unroadworthy rental truck by Monday 12th May 2014. They did not honour this agreement, still we waited a week in the spirit of goodwill and have yet to hear from them.Desired Settlement: a call from the director and a refund

Business

Response:

May 21, 2014

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern regarding Ms. [redacted] and her parents, Mr. and Mrs. [redacted].

[redacted], our President for our British Columbia regional office, spoke to Mr. [redacted] and offered his apology as well as provided his address for receipts to be sent for reimbursement. Mr. [redacted] also left a message for Ms. [redacted] offering his apology and provided the same information as he did with Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: Notified of double billing and told me to deal with it by providing a list of steps for dispute resolution

I tried and these steps go no where but into a frustration loop of nothingness, they provided no other contact info, I emailed them back 4 days ago and now they are ignoring meDesired Settlement: 39.99 plus tax in US dollars

Business

Response:

May 27, 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 Southern Alberta regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message on the primary number listed on the Revdex.com file requesting a call back to personally discuss his concerns. She mentioned she did not see a duplicate charge but will obtain additional information from Mr. [redacted] if necessary.

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 husband I rented a UHaul in [redacted] to move all of our belongings back to [redacted] because he deployed at the end of May 2014. On our way traveling back to [redacted] we encountered terrible thunderstorms. When we were unpacking the belongings that were in "Moms Attic" part of the truck we noticed that the boxes and belongings we sitting in puddles of water. And all of the blankets that were covering our belongings near "Moms Attic" were soaked. We have water damage to the box of our subwoofers, two coach purses have water damage from being in a soaked box, a tv stand is warped, and boxes of dry goods including tastefully simple products were soaked, other boxes had clothes that had to be washed. Online the Safemove coverage that we purchased states that "Safemove provides protection for the rental truck and everything inside it,(including cargo, drivers, and passengers)" They do not check the trucks to make sure they do not have damage. If we knew that they didnt properly inspect their trucks we would have never rented a truck from them.Desired Settlement: We want our money back for all the damage they caused because they do not properly inspect the vehichles that they are renting to customers.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Area Manager for our Northern [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office Mrs. [redacted] filed a damage claim with RepWest Insurance Company. He recently left a message to call back if she had further 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,[redacted]Executive AssistantU-Haul International

Review: On Saturday, May 24, 2014 I placed an online order to reserve a 26’ box truck from U-Haul to assist with our move from [redacted] to [redacted]. The reservation included an appliance dolly and was to be picked up in [redacted] at the [redacted] location on May 28th and to be dropped off on May 29th at the [redacted].

Upon placing the reservation, we were advised that no location in [redacted] had the capability to produce a 26’ truck, which is why we chose the [redacted] location instead. Upon a scheduling change we needed to switch the reservation dates by 24 hours, picking up on the 27th and returning the 28th. We called the [redacted] location and were told that only managers were knowledgeable in rentals and I would need to wait an hour for a manager to return and call me back. The representative then began to take my phone number, but ceased on the last two digits and advised me to call back instead. An hour and a half later, I called back and was advised that no manager would be on duty at all that day and I would need to call back another day. Instead I called U-Haul customer service directly and was able to change the dates as needed.

On the morning of the 27th and rented the vehicle and were promised an additional 7 miles as U-Haul was unable to produce the vehicle in the [redacted] area. Our GPS took us to our [redacted] home using side streets and we shortly arrived there and loaded the truck with our belongings. The ramp for the truck was somewhat difficult to use, but we were able to operate it successfully. Once the vehicle was loaded, we departed the [redacted] residence and our GPS took us toward [redacted] using the I-5 freeway. Immediately upon entering the freeway and accelerating above 40 miles an hour, the steering wheel and shaft began to shake; the vehicle would not reach a speed above approximately 50 miles per hour. At about ¾ of the trip to [redacted], smoke began to periodically emit from the trucks rear axle; this was confirmed as we had a vehicle following the truck. Closer to [redacted], the driver’s-side mirror began to tilt as if loose in the setting; shortly thereafter, the mirror fell off completely while we were operating the truck. Luckily, we were able to notice it start to fall and kept it from dropping into the freeway. We again called the U-Haul customer service and advised of the issue, customer service advised that –because we were close to our destination- we could drive the vehicle to our new residence and unload before returning the vehicle to a new drop-off location at [redacted]. I was also told that we would be able to rent a storage shed at an [redacted] location for a reduced cost. Upon being ‘transferred’ to the Everett location I was told that the information was inaccurate and only the [redacted] location had storage sheds, but none in the size we were searching for. We managed to stop the truck shortly thereafter at our new apartment complex which was less than a half-mile from the new U-Haul drop-off location. The truck was unloaded and we returned to truck to the new drop-off destination, refueling at the [redacted] station directly next to the U-Haul location. Under the circumstances, we utilized the overnight drop-off option.

The following day, we spoke with customer service yet again and were promised a $75 “VIP Coupon” towards a future rental. Reluctantly, and with this coupon, we decided to rent another 17’ box truck to complete our move on the 30th of May and returned the following day. I then discovered that the price for trucks had doubled, and I would be paying almost as much for the 17’ truck as I did for the 26’ truck. Frustrated, I called the customer service line again and was told that there was absolutely nothing else that could be done as compensation. On such short notice, we were forced to use U-Haul a second time. However, we were unable to obtain a pickup location from customer service; the [redacted] location was chosen again for the drop-off location. By the time we received the reservation confirmation, the drop-off location was still not listed and we called customer service to obtain it. We were then told that it would not be chosen until the day of pickup, and we would have to call back at 6 am. Frustrated even further, I was advised there was nothing to be done to speed up the process or locate a pickup location. I decided to check our reservation status frequently and very soon thereafter found the pickup location listed; this occurred so soon after the last phone call that I was suspicious that the information was available the whole time and the representative was unqualified to use their systems.

The following morning, we arrived to the pickup site of the second truck in downtown Tacoma, WA. We were assisted by the General Manager, [redacted]. We advised we needed a dolly and were told we would receive another appliance dolly with our rental. Upon telling [redacted] about the $75 VIP certificate, we were told that it would be applied at drop off and not at rental, that our payment at rental was only a ‘deposit’. We rented the vehicle and returned to [redacted] to complete our vacancy. The second vehicle also displayed signs of ill maintenance, such as shaky steering column and strange engine noises, but not on the level of our first rental. Upon arriving at our [redacted] residence we discovered we were not provided with a dolly. The belongings were then unloaded at our [redacted] residence, the truck refueled at the same [redacted], and the vehicle deposited (again overnight) to U-Haul at [redacted].

The following morning, I was notified by my credit card of a $45.57 fee for refueling. Amazed at this exorbitant cost, I called U-Haul to dispute as I had not authorized the charge, nor did U-Haul make any effort to notify me of the charge before processing it. The U-Haul customer service call center advised me that U-Haul does NOT maintain credit card information, and they were unable to explain why I was charged these fees without any notification. This caught my attention as I had at no point authorized U-Haul to maintain or save my credit card information; I am very careful about my credit info. This began a chain of calls and transfers to U-Haul customer service during which I was hung up on and disconnected deliberately. I had attempted to contact the drop-off location but they do not answer their phone and all calls were routed to a call center. These instances included speaking with one representative speaking over me to collect my personal information while I was explaining the situation, then the call was disconnected. On the following call, the representative advised she was filling a complaint form and refused help once I referenced contacting my attorney; according to her, U-Haul policy forces her to disconnect once an attorney is referenced and she stated she was deliberately disconnecting and did so as I demanded her supervisor. On one of my final calls, I was FINALLY able to reach [redacted], who was the only person in all of U-Haul who had any idea how to handle the situation and had any talent for service. [redacted] was very professional and took my information and fulfilled a dispute for me and advised that I would be contacted back within 72 hours, but could not help expedite as it was a weekend. Of all my contact with U-Haul, [redacted] was the ONLY representative that deserved her job.

After these calls, I contacted my credit company and advised them to place a stop-payment on the $45.57 as I was not notified of this charge for authorization, nor did I permit U-Haul to maintain my credit card and complete transactions without prior notification. My credit company, [redacted], then contacted U-Haul customer service and we explained the situation to the credit department there. The U-Haul representative advised that she was not from customer service and would not be able to help and would transfer me to customer service. At this point I declined yet another transfer and demanded her supervisor; the representative told us we would be transferred to a supervisor and promptly transferred us to customer service again, not a supervisor. Once the customer service representative confirmed she was not a manager, I demanded a supervisor and refused to go through my chain of events again. I was finally put in touch with [redacted], who claimed to be a manager of the credit department. I explained the situation and demanded an explanation of an additional $121.88 I was recently charged by U-Haul. [redacted] stated these charges were for refueling the first vehicle, as well as mile overages and an improper drop-off location fee. At this point I was irate to discover these improper fees, especially after the situations with the first truck and demanded an immediate refund. [redacted] stated that he would refund some of the fees but not all. I stated a partial refund is unacceptable and I again demanded a full refund, at this point I also reiterated my intent to contact Revdex.com and the [redacted], as well as an attorney. [redacted] told me that a full refund “is not going to happen” and that if I did not accept his resolution, he would not forward the matter any further as he was “authorized to handle all escalated matters.” I then demanded his supervisor and [redacted] absolutely refused, stating again that I would have to accept his resolution; when asked what U-Haul would do if I declined [redacted] stated that I should proceed with a lawsuit as it would be the “only way” I had a chance to get my money back. Again, I demanded [redacted]’s supervisor and he refused and stated he was disconnecting purposely as the call was not progressing, [redacted] disconnected as I demanding he not do so.

Once back in [redacted], I stopped in at the U-Haul location at [redacted] and demanded a supervisor. I spoke with two representatives, one of which states he was a General Manager in training, and they both reviewed the file; at this point I was promised there was “something they could do” as the issue with the mirror was in fact a safety issue, which was not given such attention upon our initial report to U-Haul upon the occurrence. I was then advised that [redacted] was the only person to leave any kind of note on my file. After a few minutes the General Manager in training left the building and I was left with the regular associate who continued to review the file and advised that I would need to wait for the actual manager to arrive. I continued to wait while the representative reviewed the file. After some time I asked how long the wait would be and the representative told me the manager would return in an hour. Absolutely irate that I was expected to wait that long without even being told until I asked I left the building on the promise that the manager would reach out to me upon their return; of course, this did not happen. As such, I am continuing in my intent to reach out to Revdex.com, [redacted], and an attorney as an officially designated U-Haul representative advised this was the only option.

For record purposes, the reservation numbers on both rentals is [redacted] and [redacted].Desired Settlement: See complaint description

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. A refund for extra charges were issued back to Mr. [redacted]’s Master Card account in the amounts of $175, $121.88, and $45.57 all done on June 6th. The refunds should post on his next credit card statement. Ms. [redacted] also assured our office the rentals have been discussed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I had a contract with uhaul guaranteeing delivery of my uboxes on 6/7/2014. Our boxes did not arrive until 6/16/2014. They arrived 11 days after their guaranteed arrival and we did not receive any information or notification that they would be late. We moved across the country and paid for family to fly down and stay in a hotel to help us unpack our boxes on 6/7/2014. Due to the late arrival of the boxes we did not have any help unloading and are now forced to store our items at our own expense at a storage center. We paid $2000+ to have our items moved plus the expense of bringing in family for items that arrived too late to utilize their help. We also contacted haul several times to try and resolve this ourselves by both email and phone and we did not receive a response from anyone.Desired Settlement: Uhaul has the responsibility to pay for our storage expenses and the expenses involved in the boxes arriving 11 days late( flights, hotels, replacing needed items. The total cost is $1500.00.

Business

Response:

July 10, 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 [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $1,000. The refund was issued back to his [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: The service in this store is bad beyond imagination.

I made an appointment with the following UHaul brach for installing trailer hitch:

U-HAUL AT [redacted] I paid for the whole thing in early June.

They called me for an appointment on Jun-30-2014 for the installation. So I went there, but their employees told me that my appointment time has changed to Jul-3-2014, without anyone ever trying to contact me to let me know of the change of appointment date.

On Jul-3-2014, I called their store number just to confirm my appointment is still on the original time, guess what, my appointment time got changed again, to Jul-6-2014, which is a Sunday. Again, nobody from that store, or from Uhaul ever tried to contact me in any fashion.

Things got more interesting on Jul-6-2014. I called in the morning to see if my appointment is still on the original time, the person picking up the phone told me it is still on. Based on the bad experience I had with this store, I asked the phone person to confirm with the store. She tried, but no one is answering. So what is her reason for not being able to reach their own store? She told me the guy might be working under another car for trailer hitch installation. And that is the reason why he cannot answer phone or see a computer screen. She told me I should go to that store. So I went to that store, and the people working in that Uhaul store told me they never do trailer hitch installation on Sunday.

This experience is way too ridiculous. Nobody at Uhaul knows who keeps changing my appointment time, nor does anyone know why I got scheduled to a Sunday appointment when they simply don't do trailer hitch installation on any Sunday. Even more ridiculous, is that my appointment is in limbo, nobody in the store can even tell me when I can have this trailer hitch installed.

Again, this Uhaul store is so poorly managed that it's bad beyond imagination. How could anybody do business like this? It's such a shame that Uhaul has this store.Desired Settlement: 1. Call me and let me know when they can finish the job.

2. Explain to me why they keep changing my appointment time. A naive answer like "I don;t know" is unacceptable. Also, why would they schedule my appointment on Sunday, when they never install trailer hitch?

Business

Response:

July 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul at [redacted] location, followed up on the information Mr. [redacted] provided. He informed our office he has made attempts to speak to Mr. [redacted] but has not received a return call. Mr. [redacted], however, did issue a refund for $194.55, the price of the hitch and installation. 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: We are moving and so I went online to [redacted] and ordered the 3-4 bedroom kit, so I went to check out online, and put all my information in , and it said error card was not authorized try again, so I did, and I check and rechecked my card a few times. Knowing there was enough money in there, I entered it all again. It said the same thing, I became fustrasted and decided I'd just go into the local store the next day and do it in person. So the very next day I was checking my accounts in the morning like I always do, and low and behold, there are two charges for $244.83. So at first I was fine, I'll just call and get the one amount refunded. So I called the 1800 # and explained the whole situation, letting her know that I would like to pay for one set but I didnt need two and I was overcharged, she transfers me to CS which I had to retell my whole story over again, just to be told, "thats the buyers club problem, ill transfer you" it rang twice and then hung up. I was like really? So I called back, same process, HUNG UP AGAIN!! I called back the 3rd time asked that I not be transfered without them talking I don't want to explain my story AGAIN. so she said here is the number to the buyers club etc. I called 5 different times just a busy signal. I became fustrated again and decided i'd make a trip to the store in the morning. I went to the local store in Rapid city on deadwood ave.and explained, she said well lets look it up with your CC so I gave her my CC that I used, nothing came up, then she asked for my confirmation numbers. but I never got one. The online told me it didnt go through, I then pull up my bank account and showed her the 2 transactions and she agreed ya thats us, but without a confiramtion number there is nothing I can do about it. REALLY? $489.66 of my money? and you can't give it back? So now I'm out that money and it wasn't budgeted and this is really hard, and no one can help me. I WANT MY MONEY BACK!Desired Settlement: I want $ 489.66 deposited back into my account! Immediately!

Business

Response:

August 21, 2014Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He advised our office he left a message for [redacted] requesting a return call. He also explained he was unable to see any charges for [redacted] and no order has been sent to our U-Haul Center. The amounts may have only been holds on the credit card account that will drop, if not already. [redacted] can contact [redacted] to discuss further if necessary.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I was recently hospitalized for a heart problem and ran behind on my storage bill. I called U-Haul to ask if I could make a partial payment until I got back on my feet. They said they were a pay service only and would forward my request to the manager and then without my authorization, they withdrew full payment from my bank and now I can't pay my rent.Desired Settlement: Refund the payment, wipe out late month and one month free with no repercussions or mistreatment of property in the storage locker as it is my daughter's and not mine. I have been trying to help her and pay her storage. All I wanted was a little compassion and understanding from U-haul. Instead I got theft

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. As we value Mr. [redacted] as a customer, we sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I originally scheduled the wiring work with U-Haul for 7/25/14 at 4:30. When I got there, they told med me "Sorry, but the technician who does that called in sick." So, I rescheduled, even though I really thought they should have contacted me to let me know. I rescheduled for 8/1/14 at 10:00 (I spoke directly to the technician that would be doing the work and he scheduled the time). I did receive a call from U-Haul to let me know that the technician would not be coming in on 8/1/14 till 1:00, so I rescheduled to 1:00. She said she did not know why the technician would schedule me for 10:00 when he doesnt come in till 1:00. So, on the phone, I scheduled the 8/1/14 appointment for 1:00. On 8/1/14, at 1:00 he wired my car and charged me for his labor ($32.38). On 8/20/2014, I could not get my key out of the ignition. My car was inoperable. I took it to [redacted] and they told me that the cause was "aftermarket wiring at right rear lamp shorted to grown, rt/turn signal fuse open at I/p fuse block causing loss of voltage to body control module." The work that was done at U-Haul caused my car to be inoperable. The parts and labor that were required to fix my car were "secure after market wiring at rear only and replace rt/turn signal fuse 2.5 hrs. After market wiring was laid against right side muffler burning through the coating off the wire causing the fuse to blow and lock up system. Need to take back to U-Haul to have wire rerouted away from exhaust system." The cost to fix it was $349.09. It was not covered by my warranty because it was an aftermarket repair. My car was at the dealership for 2 days getting fixed. I called U-Haul and was told to call their 800 Customer Help number. On 9/1/2014 I was told that the General Manager would contact me. I called 2 more times. Never got a response. My wiring still needs to be repaired correctly. U-Haul should fix their mistake (I do not want to go back to the same location, but will go to another location) and reimburse me for my expense.Desired Settlement: Refund and repair.

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. He informed our office he spoke to Ms. [redacted] and agreed to refund for the repairs to her vehicle. Ms. [redacted] will email the receipt to Mr. [redacted] for reimbursement. She will also have the wiring properly installed at no charge at a selected U-Haul Center. Mr. [redacted] offered his sincere apology to Ms. [redacted] for the inconvenience she experienced.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I went to the [redacted] Uhaul location today to pay for a rental. The rental was from 11/4 to 12/4. I was charged $684 for this rental. I proceeded to book a rental from 12/4/2014 to 1/4/2015. I was charged $715 for this rental. The representative, [redacted], is also apparently the manager. He charged both fees on my card. I am livid. The first time I rented with Uhaul on 11/4, they did not charge me up front. Even the policy I have in my hand does not authorize a charge up front. I have just paid for two months while only using one month. [redacted] lied repeatedly to my face, saying he did not charge the $715. It is a pending charge on my card.Desired Settlement: I require a refund of $715.

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Assistant GM at our Santa Barbara U-Haul Center reviewed Ms. [redacted]’s contract with her when she came into our Center. We pointed out that the net paid that day was zero. We also highlighted the area where it states the bank has placed a hold for $715.50 on her account. U-Haul will not charge/credit the card until the equipment is returned and the rental charges are calculated. Only the hold may appear on Ms. [redacted]’s credit card. Actual charges are not applied until the rental is complete and the contract is closed out.

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 local uhaul rental for NC on sept 4th for a in town move. Due to family emergency the items where moved out of state. Contacted the local branch in NC to inform that an extension was need and the uhaul would be returned a day later. Was called by uhaul in greensboro spoke with a reperesentative who informed me that the uhaul was late and needed to be returned advised him of last minute changes and that the uhaul would be returned same day after hours. The Uhaul office in Rochester, NY repo'd the uhual as stolen on sept 5th. They stored all items in a storage and contacted me demanding $3,500+ in order to retreive items. I placed a cash deposit on the items when I received an invoice my deposit was not deducted from final balance and the Manager from Uhual has made several unauthorized attempts to deduct several tranactions above $1,000 from my banking account. I called the office manager in Rochester to make a payment agrangement and arangements to get my things he told me the uhaul was "stolen" and he would not release any items until full payment has been made. I advised the manager that the vehicle was not stolen I called the local NC office to inform them of the changes and new return date, he advised because it was out of state that it didnt matter it was considered stolen and that if I wanted to arrange a payment arrangement to call 1-800-uahul or the corporate office. I called the corporate office and was told that they could not do anything I need to speak with the branch manager at the NY location. I called him several more times left messages with different reps and never received a call. He continues to attempt charges on my card without my authorization and refuses to setup a payment plan.Desired Settlement: Release my items from storage.

Business

Response:

October 13, 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 Western New York Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] rented a truck in Greensboro, NC for in-town use on September 3rd at 5:46 pm. The truck was due back on September 5th at 10:00 am but was taken one-way instead to Rochester, NY. The one-way rate would not apply. Ms. Lansing sent the following email to Ms. [redacted] in response:

Ms. [redacted], Per the Terms & Conditions for Equipment Rental (a packet that you were provided with your receipt) we are allowed to keep the property in the truck until outstanding amounts are paid back to U-Haul. There currently is a balance due on the truck & auto transport rental as well as the storage unit. All of which needs to be paid. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York 8045 State Route 96 Victor, NY 14564

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.The rep that I spoke to in Greensboro was aware that the rental agreement needed to be changed when I spoke with him on the 5th. He did not state that the vehicle would be repo'd with my items. He said they would make the changes when the vehicle was returned that evening which was a lie. This company os now Charging me outrageously because of their lies!

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

Regards,

Business

Response:

November 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. She informed our office she spoke to Ms. [redacted] and advised her she had a balance on the truck rental and storage in the amount of $3,228.53 and that once the balance is paid she could have access to her items in her storage unit. Although Ms. [redacted] claimed to have told our representative in Greensboro, NC that she had a job interview and not a family emergency and that she would have the U-Haul equipment back on September 5th in Greensboro, the equipment was still in New York on that day. Ms. [redacted] relayed she was in the process of getting an attorney and would go through the court to obtain her items and is refusing to pay the balance due.

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