J.R.J. Tara Corporation

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 rented a 6x12 trailer from U-Haul from a [redacted] station in Asheville on oct 20th 2014 and returned it back to the same location the very next moring and some how this U-Haul retailer in charlotte said that this trailer was suppose to be brought and dopped at their lot in charlotte but I rented it forom Asheville and returned it in Asheville were I was supposed to. so what they done was unartherised charged my card 152.75 saying I returned it to the wrong lot but I rented this trailer from [redacted] and to renturn it to [redacted] and when I called them about it [redacted] said he would refund the money but has not been done yet so I tried to call him back and now all I can get is the run around.Desired Settlement: I would like my refund plus the instrest I have had to pay on the money while it has been on my card!

Business

Response:

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

Our records indicate refunds have been issued back to Mr. [redacted]’s [redacted] account as a resolution. A refund for $152.75 was issued on November 6th along with a refund for $42.13 issued on November 7th. Both refunds 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: On August 15, went online to Uhaul.com to book a trailer for a September 29 move. Received a confirmation the same day, for a 14' truck at location A. On September 5, received an email that the reservation had been changed with a website link. When I went to the link, the location and size of the trailer had been changed. I called the new location (Location B) and was advised that Location A does not offer trucks as per my request and that is the reason I was probably bumped to Location B. They advised that I needed to call back closer to the September 29 move date to confirm my truck.On September 18, I called Location B and was advised that Yes, 17' Truck is available on September 29 at 12 noon. My reservation was for 9 am. They said okay, we can give it to you at 9 am.On September 24, Location B called to say that the truck was no longer available due to Uhaul's scheduling and to call [redacted].On September 25, I called [redacted]. Personnel said they could not assist me and transferred me to customer service. Customer service left me on hold for 45 mins before hanging up. I called back, was put on hold again, told by Customer service that they could not help me and transferred me to dispatch. All representatives told me to call Location B and work it out with them that they could not help me. Called [redacted] again and was told that I had to find a truck in another province. This is beyond me. Why would I have to go to another City let alone province when I booked my reservation and received numerous confirmations 6 weeks in advance? The lack of customer service and training is evident. This is not a company that has good repitoire. I would highly suggest that this company review their online booking procedures and options before cancelling reservations on innocent people two days before a large move. This has financial implications for people who do not move out in time.Severely disappointed!Desired Settlement: I would like to know why options are available online to book a truck size at a lcoation that does not have that truck size. I would like to know why I booked a truck 6 weeks in advance, was given numerous confirmation emails that it was available only to be told 3 days prior that it wasn't. Why is it customer servie who gives more phone numbers to call when they cannot solve the issue? This should not be my problem.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted] Senior

Staff for the U-Haul Company of Eastern ON, followed up on the

information Ms. [redacted] provided. She informed our office she sent Ms.

[redacted] an email as a response offering an apology for any

miscommunication she experienced. She pointed out that on September

5th Ms. [redacted] did make a change to her reservation. She

changed the size of the truck she reserved from a 14-foot truck to a

17-foot truck. However, Ms. [redacted]'s preferred pick up location did

not have the 17-foot truck available and we needed to send her to an

alternate pick up location. As we value Ms. [redacted] as a customer Ms.

[redacted] sent her a $35 VIP Certificate that can be used toward a

future purchase or rental 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: I booked a truck well ahead of my move date. I was guaranteed a truck for 24 hour from 930 am on July 28. 3 days before the move, I called to confirm that everything was as planned. I was told I could not pick up the truck until 2:30 that afternoon and had to bring it back by 9:30 next day. I explained that I only had the elevator in my building until 4pm, so I could not do this without help. I asked for them to provide movers just to load the truck in the short timeline I had, or to rent me the dollies for free. They said they would give me $10 off on the truck or cancel the order. As a result, I had to book a truck from a competitor at over twice the price. Fortunately Penske were generous enough to even offer free dollies to me, without me even asking for it.Desired Settlement: It would be nice if they would cover the additional costs I incurred having to book a last minute truck with another company, however, that is very unlikely.

Business

Response:

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

[redacted] in our Toronto, ON Regional Office contacted Mr. [redacted] by e-mail. Ms. [redacted] offered her apology to Mr. [redacted] for any miscommunication at the time of his reservation.

Ms. [redacted] also sent Mr. [redacted] $50 in VIP Certificates 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 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 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 have not received any email from Uhaul. It may be because they spelled my name wrong, or maybe not...

If I got a $50 dollar gift certificate, I would be willing to give the business another shot - although I would certainly not return to the same location.

Thanks for your help with this Revdex.com

Business

Response:

October 3, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern Ontario, reviewed the information Mr. [redacted] provided. She informed our office she obtained a current email address for Mr. [redacted], made necessary corrections and resent the $50 VIP Certificate.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a U-Haul Truck, returned it per contract and a [redacted] not only tried to cheat me and overcharge me he tried to get my contract (Which I wouldn't give him)and change the terms of the contract so he could overcharge me. He has continually called and threatened me because he started the truck that I filled up with gas and he left it running and now the key is 'missing'. From Friday 8/3/2013 through as recent as a few moments ago he has continually called my home threatening me and hanging up on my phone over 40+ times. I have complained to U-Haul 'On-Line' on their Web Site to their Corporate Headquarters as well as spoke with a Representative over an hour ago who said she was contacting a General Manager, yet this [redacted] is still calling and hanging up on my telephone. I need help please!Desired Settlement: I would like a full Refund as not only did the Truck give me problems, I have no way of knowing just how much Gas this [redacted] wasted. I have High Blood Pressure and am a Hip Replacement Patient and [redacted] has upset me with his Threats and Hanging up on my Phone. I have missed my Doctors Appointment this morning trying to reach U-Haul Corporate Offices unsuccessfully. I can't even use my phone for [redacted] tying up my line with his Hang-up calls. I need help because U-Haul hasn't done anything!

Business

Response:

August 8, 2013

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

[redacted] a Field Relief Manager in our Troy, MI Regional Office sent an e-mail to Ms. [redacted] on 8/6 asking her to call to discuss the issues at hand.

Our understanding is Ms. [redacted] was being contacted to come and close out the contract and to return the key to the center.

We are sorry Ms. [redacted] felt threatened and she will no longer be contacted by phone.

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,

First, I do NOT have the key! The key was placed in the hand of UHaul Employee [redacted] who took the key, started the truck and then proceeded to walk away leaving the truck running and unattended. When he became rude in the office I and my grandson left without the key that was in the running truck. The Contract was Closed upon Return of the Truck. [redacted] called my home over 30 Plus Times Threatening me as well as hanging up on my phone and otherwise tying up my line. [redacted] indeed did call and leave a message but never said anything about "...Closing The Contract or Returning a key...!" I am a 72 year old Senior Citizen and a Hip-Replacement Patient in daily therapy living on my meager retirement. I have to scrimp and save and do not have the gas, nor time for any meaningless 'chatter'. I had to make over 9 calls to various UHaul personnel in a vain attempt to put an end to the threats and harassment and stalking by UHaul Employee [redacted]. I never had this problem at any of the White Suburban UHaul Centers only this one with this Black Employee that apparently UHaul condones his behavior. I rightly feel I am due a Public Apology and in the interest of Goodwill and Customer Relations, I should be justly compensated. I have asked my husband who has his own law firm to no longer use UHaul for their Office Moves and I will be addressing the City Council of Detroit about my experience. UHaul truly does not care! I thank all the fine staff at this Revdex.com who have made diligent efforts to try to help me. Because of financial difficulties directly relating to this fiasco I temporarily do not have phone service. GOD BLess You All!

Sincerely,

Business

Response:

August 12, 2013

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

David [redacted] the President in our Troy, MI Regional Office reviewed Ms. [redacted]' information. Mr. [redacted] apologizes for the phone calls to Ms. [redacted] but says his employees were following procedures because the rental truck was being kept beyond the agreed contract period.

Thank you again for 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 do not accept Mr. [redacted]'s response. First and foremost, I completely followed procedure and policy in requesting and obtaining an 'Extension' and the vehicle was timely returned consistent with same. Second, the vehicle key was placed in the hands of UHaul Employee [redacted] who started same vehicle and then walked away leaving same unattended. The vehicle could not have been "...Kept beyond turn-in time..." as both the Contract and prescribed Turn-in were 'Completed' upon returning same vehicle to UHaul Property and [redacted]. Third, all the harassment calls and threats must be company policy as so attested by Mr. [redacted] in saying: "...Employee was 'Following Procedure...'. Fourth, employee [redacted] tried physically taking the contract from me to 'alter' and change the original terms to agree with his attempt at Deception and Theft. Thus since it is apparently "...Procedure..." to knowingly and intentionally make threatening and harassing calls that are both illegal and unwarranted, unprofessional, rude, disrespectful, and contrary to sound business practices, and no other Commercial Vehicle Rental Company contacted permit same nor have same as their "...Procedure..." UHaul still has knowingly and intentionally with malice aforethought sought to Cheat me, as well as subject me to Terrorist Threats, Intimidation, as well as Stalking especially in light of the fact that I had to send 5 different emails as well as make 10 separate telephone calls to various 'Management' before same crass behavior stopped which only ceased upon commencement of inquiries by Revdex.com and others I had to contact. I reject totally the company's stand and response and still seek both a full refund and sanctioning and fining of the company.

Review: I scheduled a reservation with the U-Haul call center to have a hitch installation done in [redacted] on Monday August 20th, 2012. I was quoted a rate of $148 for the installation and gave them my information and debit card to confirm my reservation. It was confirmed my reservation for the hitch installation was scheduled for Monday in [redacted] and my trailer reservation was scheduled for August 31st in [redacted]. Because the gentleman that made my reservation was not paying attention to what he was doing my hitch installation was not scheduled as I was told. I live in [redacted], ** four hours from [redacted] and came here specifically for this. I am moving to [redacted] on September 1st and needed this done so I could move as planned. I called the local office Monday to see what time I needed to be there for the installation and was told they had no reservation scheduled for me. I was transferred to a different person that I was told could help me further. The person I was transferred too said that all my information was there but nothing had actually been scheduled and he could schedule it for me to be done the next day but I would have to pay $75+ for the shipping so the hitch could be overnighted to the [redacted] location. At this time I was also told the installation was going to cost me another $248 on top of the $50 deposit already charged to my card. The guy was able to get the $75 fee for the shipping waived however the price was going to stay at the $298. When I asked to speak with a manager I was transferred to multiple people that all said they could help me with my issue and I would explain what was going on and what I was told and then they would transfer me to someone else. This was done approximately ten times and I still have not had my issue resolved. I have spoken to the regional manager for the [redacted] area and was told they could not help me with a hitch installation issue and he would transfer me to the hitch installation center, I was then told by that center that the location itself would have to deal with my complaint and when I was transferred I got disconnected. When contacting the local office [redacted] was the only person during this entire ordeal that was sincere about my issue and was trying what he could to help me.Desired Settlement: Because U-Haul is a leading competitor in moving rentals I would expect them to have better customer service skills. I would also like to think that they would have someone that could help with issues and not transfer the customer multiple times to explain their issue over and over again.

Business

Response:

September 6, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East [redacted], followed up on the information Ms. [redacted] provided. She explained that the hitch Ms. [redacted] requested was not in stock in [redacted] but was available through a couple locations in the [redacted] area. She sent Ms. [redacted] a letter offering her apology for any confusion that occurred and included a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] relayed that we hope Ms. [redacted] will allow U-Haul to redeem itself in the future.

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

I made a reservation this morning (8/30) to rent a 20' truck from the local u-haul for $94 which included 3 days and up to 122 miles, and was told it would be no problem, they took a credit card number, they gave a reservation number and emailed a reservation confirmation. Now they are telling me that they don't have a truck for me! I have called every u-haul provider from Madison to Wisconsin Dells and no one seems to be able to help me! I called customer service and [redacted] (who I have spoken with twice now) is condescending and telling me I should have made the reservation earlier. If when I called to make the reservation they would have told me they had nothing available, I would have not stopped calling around for a reservation early in the morning. Now it is 2:38 p.m. and the ONLY truck that any of their locations have available is a 14' truck for which I will have to use 2 trips and pay 29.95 for one day and $1.19 per mile! The mileage for a one way trip is about 72-75 miles, which would have costed an extra $33.32 with the original reservation. This is going to end up costing me about double now because of the two trips, I will only have 1 day instead of 3 and I have no included miles built into the plan and so consequently will pay more. I am extremely dissatisfied with your company's display here. I was under the impression that when I reserve a truck, that means there will be one waiting for me at the time I reserved it! And when I go to the customer service department for help, I expect help, not a judgmental, condescending twit telling me I should have planned better!

Review: Me and my finace recently rented a truck from U-Haul because we lost our apartment due to disclosed reasons and we had to move very quickly and since they were right down the road we decided to use them. They charged us $190 for the rental which was pretty high but we needed to moved. 105 of this was the deposit. We decided to bring the one truck back because it was too big and got a smaller truck to move and to just make it a one way trip. They said we still had the deposit and everything and after we dropped it off we would receive it within 4-5 business days. we dropped the truck off and I contacted the business. They informed me I would be receiving my deposit back within that time frame. on the 5th day and it wasn't in the account I contacted the business and they informed me that I was not getting my money back and there was no deposit. Frustrated I found the number for the corporate office. and they informed me since I brought the truck back and got another one they waived the deposit and supposedly they refunded the 190 dollars back to me that day and then paid 136 for the rental and they gave us back 12.55 and as you can tell there's some money missing. After speaking to someone about the missing money and about why I was misinformed by the supervisor and the employees. she said there's nothing they can do. after that I was very frustrated, so I contacted the main number for U-Haul and spoke with a lady and as I was telling her my story she transferred me back to the main number without saying a word. so I spoke with a second lady and upon me trying to tell her my story and asking to speak with a supervisor she hung up on me. this process happened multiple times. So I am out some money with no chance of me getting it back and no chance of speaking to someone about where that money went without getting transferred or hung up on.Desired Settlement: I would like my full amount paid to U-Haul to be refunded back to me for everything that we have gone through and the stress that this has caused on my family since this all happen.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of OH, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] rented a 26' truck for an in-town move. They immediately changed their mind and wanted a one-way rental in a smaller truck. The one-way rental was $136.64 plus $40.99 for the purchased boxes, for a total of $177.63. The original amount collected was $190.18, which is why they were given back $12.55 in cash. Mr. [redacted] assured our office the amounts are correct and any further refund is not owed back to Mr. [redacted]. He asked us to relay his apology for any confusion and that they do appreciate Mr. [redacted]’s business.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 used U-Haul services on yesterday August 5, 2012 and I was very dissatisfied. To start off the lady who helped me had the worst customer service ever. She was rude to another customer. She claimed she was sick however she was lying across the countertop as if she was at home and then she left and went to the restroom. The shift manager and one of the workmen were arguing back and forth about scheduling in front of me and two others. I thought this was very unprofessional. When the girl came back she was rude and seemed out of it. While processing my order she first overcharged me before charging me the correct/discounted price. After payment processing was done she then proceeds to tell me to go around and get the truck myself. I took the keys and did as I was told. My sister and I walked to the truck and proceeded out of the parking lot. The drive way I went out of was the only one that I could see; however, the guy I referenced earlier had another truck parked there and wouldn't move the truck. I had a small crawl space between the truck already parked and 2 cars on my left side. The guy then comes around and signals to me that I had enough space for my truck to fit between his truck and the 2 cars. Please keep in mind that there are 4 witnesses to him signaling for me to come on through: Myself, My sister (who rode with me in the U-Haul), My roommate (who was in my car), and my brother (who was in my car also). So I proceeded through but in the process the trucks collided and left some damage. I went on my way after a few minutes and nobody came out to check on/assist me or the truck. 5 minutes later I get a phone call stating that because I didn't get the protection insurance that I would need to pay for the damages to the truck and I was hung up on. I will not be held accountable for any damages due to the fact that they were not on their job. To top that off, the truck I was given had the worst set of windshield wipers ever and sounded like it was a stones throw from breaking down. They also had a delay. The rain that I incurred from Charlotte, NC to Greensboro, NC was unbearable and I didn't think I was going to make it simply because I couldn't see!! I was better off not using the windshield wipers because with or without I was in a world of trouble! Desired Settlement: I would like for the cost of damages expunged so that I don't have to pay for it. As I stated earlier, if they were doing their job by bringing the truck around themselves the truck would never have any damages. I also should not have to pay for anything if a U-Haul representative/worker signaled for me to drive the truck through.

Business

Response:

August 20, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, NC, followed up on the information Ms. [redacted] provided. She informed our office that [redacted], our GM of our U-Haul Center Ms. [redacted] rented from, attempted to speak to Ms. [redacted] on three separate occasions but received no answer. A message was left offering Ms. [redacted] an apology for the incident she experienced and that a refund for $25.00 had been issued for the windshield wipers. Ms. [redacted] verified we did not apply a charge for damages and assured our office that the employees involved had been counseled to insure 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I went to the uhaul location to pick up a reservation,at that time I added a dolly. they didn't tell me that they gave me a out of town truck nor did they tell me I would need to grab my own dolly from them... I left got to the location to move and see no dolly in the truck where theyd normally be. I called immediately and was told with an attitude 'well maam JUST COME BACK AND GET IT"! I explained that our car wasn't big enough to fit the dolly. more attitude. we had to drive the uhaul 2 more trips intown which costed us gas and miles toward our reservation. they gave me attitude when I went to pick it up and more attitude when I dropped offthe keys... just nasty people and ill never go back.I also was charged more than quoted and I believe the extra miles was the cause ... I also called uhaul customerservice and was told a manager would contact me and NEVER got a call! just bad service all around!Desired Settlement: REFUND

Business

Response:

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

[redacted], a Senior Customer Service Representative, sent the following email to Ms. [redacted] but has not yet received a response:

Ms. [redacted], We received your letter to the [redacted]. In order for me to get your concerns to the appropriate person I need further information. I am not able to find a contract in your name. Was it in someone else's name? Could I please have the date of the rental and the address of the location where the rental occurred. The contract number would provide all of the above information. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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 problem is that I had a hitch installed including wiring a year ago and ever since it was installed the right parking light on the tail light stopped working. I tried to call the store to resolve the issue but it was hard to get a hold of them and when I did get a hold of them the next available appointment was a few days later. I didn't have time at the time to resolve this especially that it was hard to get them to fix it. Recently the whole tail light started flashing with the turn signal and then the turn signal stopped working. I had it looked at by my mechanic and he told me that it is a short cause by the wiring of the hitch connector.

I called multiple times different stores, it's always very difficult to speak to someone at the store because they don't answer and calls gets routed to a call center that can't really help me.

I've also called customer service a couple of times and they were helpful to the best of their ability but couldn't get me an appointment to have a store look at it and fix it for us.Desired Settlement: I would like the wiring to be fixed ASAP because my wife drives the car with my two children and I don't want her to get involved in an accident because the turn signal doesn't work. I will hold UHaul responsible if that happens and my wife or my kids are injured, especially that I can't get them to fix it in a timely matter.

Business

Response:

July 11, 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 Mr. [redacted] was contacted by our Center GM. Mr. [redacted] relayed he went to our [redacted] U-Haul location and was able to get the repairs done to his vehicle.

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: 2 uhaul boxes were scheduled for delivery on sat April 20. On Friday April 19 I received a message stating my delivery would not arrive until Sunday no later than 10AM. On Sunday the delivery did not arrive at 10AM. I called the uhaul location and no one was in the office. I called customer service and they said 'we can't find your contract". I was transferred again then to they found my contract but could not find out where we're my items. Over an hour later I received a call from a different location stating they would "do the other location a favor and deliver my items" but could not give me a delivery time. I lost money for the movers I hired for sat and Sunday.Desired Settlement: Given that the items were not delivered as indicated in our agreement, and that I lost money for the movers I hired on Sat and Sunday, I want uhaul to refund the delivery fee of $744.00

Business

Response:

April 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted] our President for the U-Haul Company of Long Island, followed up on the information [redacted]provided. He informed our office he sent her the following email:

'Mrs. [redacted] First off I wanted to apologize for the mistakes made on your Ubox rental. We will learn from this and improve our service . I am e-mailing you to verify that you received a credit to your card. I have an e-mail in hand stating that you called into our corporate office to confirm that you did in fact receive your credit. '

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

Please do yourself a favor and blacklist this company. I used them six years ago to move and they overcharged me. I refused to pay the full amount. The other day I went to U-Haul with a work associate to move some work related objects. I used my work credit card and was told that U-Haul would not do business with me because I had an outstanding balance. I said, fair enough, my co-worker will rent the truck. "Oh no", they said, "all your co-workers can't rent from U-Haul either now". We walked across the street to Penske and rented a truck. Six months later my co-worker is moving into his first house and calls and reserves a truck at U-Haul. When he arrives with his mother to pick up the truck, they say, "We can't rent you the truck because your name is associated with a guys who owes us $80. You can pay us the $80 and we will rent you the truck." My work associate forked over the $80, because he absolutely needed the truck. These tactics by U-Haul are most likely illegal and definitely immoral. Please join me and others who are refusing to use their services.

Review: I rented a truck on 07/01/2013 and was not informed of the mechanical issues the truck had. I needed a family member pick up the truck for help with easy return. The trucks pickup status was not satisfactory. It had problems starting as well as taking off. I was charged for insurance on the vehicle which I assumed was in good working order. I was also trying to take care of other business which I found out couldn't be done in a timely manner due to mechanical issues and caused 1ten more miles on truck rental. I spoke to workers on return and was told to contact [redacted] the manager between 7am and 3pm. When I spoke with manager about problems quoted he wouldn't refund me tor problems that had occurred. I also stated that someone risked my life trying to go around due to extended delay of take off. His reply was that is what the insurance was for. I fear I will not use this company again with such poor regards to my health. They charged me over $100 for a truck which didn't want to start or go properly which I feel is unacceptable. Please help me so no one gets ripped off also.Desired Settlement: I would like a refund for unnecessary miles along with insurance if I cannot get full refund.

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted Mr. [redacted], our GM of our U-Haul Moving and Storage at Good Hope Road location, regarding Ms. [redacted]’ rental concerns. He informed our office he previously addressed Ms. [redacted]’ rental and advised her that she rented a 26-foot truck and explained that you will not have the same acceleration with a large truck, and a loaded truck at that, as you would with a car. A large moving truck is going to be slow at take off from a dead stop. Mr. [redacted] also mentioned we had no record of Ms. [redacted] contacting our Emergency Road Assistance line to report any issues with the truck.

As we value Ms. [redacted] as a customer, I sent her a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I made a reservation with the location on Dairy Ashford @Briar Forest(?) on Monday, 7.25.12 & received a reservation# & confirmation email, then received a call today, 8.2.12, saying there was a problem with the truck & now I HAVE to drive to this other location to pick up the truck. This "problem" wasn't my fault and so I feel it should be resolved by the company with out inconvenience to me!!!! And this is TWO days before my move!!! These are not good business practices!!!!!Desired Settlement: I want the 17' truck promised me to be ready AT the location I reserved it at AT the time I asked for it! This doesn't seem like a lot to ask!

Business

Response:

August 16, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Houston, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and discussed her concerns. She offered her apology and also advised her of a refund for $29.95 she issued back to Ms. [redacted]'s Master Card account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-Haul delivered three storage units to my address June 6, 2014. The units were emptied and returned to U-Haul the same day. U-Haul charged my credit card for storage of the three units for the months of June, July, August and September. I had to cancel my credit card to stop the charges. I was only able to put the July, August and September charges in dispute, as the June charges were greater than 90 days ago. U-Haul reimbursed my credit card for the July, August and September charges. U-Haul still owes me $349.65 for the June charges. December 16, 2014 I received notice from a collection agency that U-Haul is claiming I owe them $141.55. U-Haul is unresponsive to my inquiries.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

U-Haul will withdraw their claim from the collection agency and ensure nothing is on my credit report about their transaction. U-Haul will reimburse my $349.65 for the erroneous June charges.

Business

Response:

January 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] with information on her research. She did confirm a refund was due back, however, since Ms. [redacted] disputed the charges, Ms. [redacted] did not see where processing a credit was necessary. Ms. [redacted] left a message for Ms. [redacted] and then Ms. [redacted] returned her call and also had to leave a message for a call back.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I called Ms [redacted] yesterday (1/20/2015). She was not available. I was told she would call me back. She never did.I don't know what she means that I disputed a charge and will not get a refund of the money U-Haul owes me.

Regards,

Business

Response:

January 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Both our Executive Assistant and our Traffic Manager for our Eastern Florida Regional Office reviewed Ms. [redacted]’ recent comments to your office. They both advised our office Ms. [redacted] admitted to them of receiving all due money back.

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

Sincerely,

Executive Assistant

U-Haul International

Review: In reference to contract# [redacted]. I recently rented/returned a Uhaul vehicle,To move into a new house. For several days various employees from this company called me and emailed me while I was working at my job and couldn't have personal calls. The way they contacted me was harassment. The emails were in caps lock ( which means yelling ) , the phone calls were eating up my minutes, and were so frequent I had to shut my power off on my cell. Good thing I didn't have any emergency calls coming through. My return wasn't logged properly , and my bank card was charged for the contract I opened with uhaul. I had a voice mail that said if I don't return their call or truck ( which was already dropped off but not logged in correctly) they were going to send the Lakewood police after me. I did nothing wrong or did I break any laws. They are charging me over $500.00 , the constant phone calls could have cost me my job. I never had to pay that much for Uhaul service before.Desired Settlement: This should be considered a paid in full invoice . My card was charged, merchandise was returned, and I was harassed by company employees.

Business

Response:

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

[redacted], our Area Field Manager for our Cleveland regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] rented a 14-foot truck on September 21st in Lakewood. As Ms. [redacted] agreed to and signed for, this was an in-town rental, meaning the truck was to be returned to the same renting location. On the 23rd when the truck was not returned, our dealer called Ms. [redacted] and left a message for a call back. Another call was made to Ms. [redacted] on the 25th along with an email trying to find out when she would be returning the truck. Later that day our dealer drove by the address listed on the rental agreement to see if the truck could be located but was unsuccessful. Mr. [redacted] was also unsuccessful in reaching Ms. [redacted] by phone on the 25th. On the 26th Ms. [redacted] emailed our dealer stating she dropped the truck at a shop on the east side of town. We dispatched a dealer in that area to retrieve the truck but it could not be located. Mr. [redacted] called Ms. [redacted] again and left a message explaining the truck was not at that location and we need to know where it is. He requested she call back as soon as possible so that the truck isn’t reported stolen. On the 27th a tow truck company called us to advise us our truck was dropped on their lot over night. Mr. [redacted] recovered the truck on the 27th. There was no key left with the truck, the fuel was not replaced, and there was a mattress and trash left in the back of the truck. After the truck was returned, our dealer tried calling Ms. [redacted] to give her the total of the rental but she never returned his call. Our dealer documented detailed notes in the contract each day the truck was missing. Mr. [redacted] sent Ms. [redacted] the following email:

Dear [redacted], This email is to inform you that we did receive your concern from the Revdex.com. We do apologize that you feel that our employees harassed you by calling in regards to the truck you had on rental. It is our policy to contact a customer when a truck goes late. We tried contacting you to try to find out information about when the truck was going to be returned due to us having other familys needing that truck at your pick up location. At this time we are standing by the charges applied to your rental. If you have any questions please call us at ###-###-####. Thank you. [redacted] Area Field Manager

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 pod to be delivered to my house at the end of March and it was picked up from my house on the 5th of April and I I was told that there was a 10 business days shipping. To get it to [redacted] when I got to [redacted] and place to phone call to them on the 12th they told me it had not been shipped yet. finally on the 16th I received an email that said it had been shipped. after multiple phone calls and different customer service representatives I spoke to no one actually knew where my card was. after getting fed up with that I filed a formal complaint and they told me that someone from corporate would call me or someone from the shipping department would have an idea where my Podd was and they would call me. when I did not hear from anybody for several days I called back on the 23rd to find out where my iPod was and again did not get an answer. finally I was able to hear that my pod may be delivered on the 26th of April to [redacted] which is 30 miles away from the delivery address that I gave them. the young lady I spoke with said she would escalate my already filed complaint to her boss who would then call me in 2-3 business days not hearing from them at all I've been called back on the 26th and was told I would get a call back once they had something for me. I have received no indication of where my pod or when my will be delivered. I have spoken with nine different people nine different times specifically about my situation every time Indian with someone will call me back kama no one has ever called me back.Desired Settlement: I just want my ipod to be delivered to me as soon as possible, and would like a refund for what I paid do to the lack of professionalism and inability to transfer my goods in the amount of time I was promised.

Business

Response:

May 1, 2013

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

Ms. [redacted] our GM of our U-Haul Moving and Storage at Page Ave. located in [redacted] followed up on the information Mr. [redacted]provided. She informed our office she left a message requesting a call back in order to discuss Mr. [redacted]rsquo;s concerns. Ms. [redacted] also mentioned the delivery fee in the amount to of $277 has been waived. She hopes to hear back soon.

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 a pick up truck from them on a Sunday and returned the truck on Monday. They charged me for two days of rental. My bill only showed 41.80 but when I looked at my checking account, I was also charged an additional 111.96. They charged me for two day rental, mileage and a bunch of other stuff. I was not aware of the second charge as we never got a slip for the second charge. This company needs to be more explicit with there charges and let people know the correct amount. This has caused hardship as they took money out of my account that was to pay my bills. Now it will be difficult to pay my car and house insurance as I am now short in my account.Desired Settlement: I feel that I should get a refund for 1 day as it was only used for on day not two.

Business

Response:

December 10, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our GM

or our U-Haul Center of Chambersburg, followed up on the information

Ms. [redacted] provided. He informed our office he left a message

for Ms. [redacted] explaining he issued her a refund for $36.67 back

to her Visa account. The credit should post on her next credit card

statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I had started a reservation with Uhaul in Niles, Michigan. The reservation was originally suppose to begin at 9:00AM, When I arrived at the pickup location I was told a vehicle would not be available until after 1:00PM. When I finally did get the vehicle, moved my belongings to Chicago, Illinois, and was ready to return my vehicle to the pre-designated dropoff location in Chicago I was told that there was no room for my vehicle and I would have to take it to a new location about a mile away from the original location. When I arrived at the second location I was told the same thing and given a third location about 3 miles away from the second. When I arrived at the third location, the location was closed and without a key drop box. I called uhaul and was given a fourth location on the other side of the city. During that phone call I was told I would be reimbursed for my time and inconvenience. I dropped off the vehicle and had to take a $35 cab ride back to the area where my original drop off was designated. I filed my complaint with uhaul on 9/15/13 and was told I would be contacted within 3 business days. On 9/23/13 I was fed up with waiting for a response so I called. On my first attempt I was told my request was denied. I could not believe that so I called back, On my second attempt I was forwarded to a answering machine. On my third attempt, I was given the silent treatment after expressing my disapproval with the tone of the operator. She stated "I don't want you to think I am aggressive so I am not going to say anything more to you" very mature of them right? On my fourth attempt speaking to a regional manager, I was offered a gift card and then told there was nothing more she could do. She became frustrated with my attempt to speak to her supervisor and hung up on me. On my final attempt I was on the phone with them and had been on hold for 23 minutes and then the line was disconnected. I am beyond frustrated and have.Desired Settlement: I would like a full refund of my entire reservation.

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [redacted] account along with a refund for $50 as an adjustment on his rental. Both credits should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have only received one credit of $50 to my account for the pick-up guarantee. To be quite frank, I am extremely unsatisfied with an additional $50 credit for the inconveniences I was caused in trying to return the vehicle. I had spent nearly 2 hours trying to find a drop off location that would accept the vehicle and spent $35 on a taxi to get home when I finally did find a location that would accept. The drop off location designated on the contract would not accept the vehicle. A contract is a written or spoken agreement, esp. one concerning employment, sales, or tenancy, that is intended to be enforceable by law. Uhaul's contractual obligations in providing an accurate drop off location were not met. Therefore, I feel entitled to a full refund.

Regards,

Business

Response:

October 3, 2013

Revdex.com ID#: 9734595

U-Haul Ref#: [redacted]

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

We acknowledged the inconvenience Mr. [redacted] experienced with his U-Haul transaction by making an adjustment on his rental. We need to consider he did complete his move with the U-Haul truck traveling over 100 miles. In an effort to show customer good faith, a supplemental refund for the $35 cab fare was issued back to his [redacted] account and should post on his next credit card statement. Mr. [redacted] mentioned he’s only received one credit on his account. Depending on the cut off date of the credit card companies statement, it’s possible both $50 credits did not post on the same statement, however, I did confirm they were processed.

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.

I have only received two $50 credits and then was charged $9.94 on top of the $195.04. As far as Uhaul's "consideration" that we did manage to complete are move, I would like to ask if you had paid for a service and then was denied the services you had paid for that were stated CLEARLY in the contract - Let me remind you that a contract is a legally binding document - would you not ask for your money back? In our contract it listed a drop off location that refused us (I think this is the 25th time I have stated my case) As of right now I am fed up with Uhaul as a company. I have been disrespected as the customer and Uhals "considerations" are adding salt to the wound. I am prepared to follow up with all the media outlets with this story as I am not the only person complaining about Uhaul these days as was made apparent on their Yelp accounts. As of today, I am in contact with The Chicago Tribune's Problem Solver unit as well as the Chicagoland NBC affiliate's investigative consumers. If Uhaul was a well managed and run company they would have taken care of this by now and they would not have me corresponding with someone's assistant about this matter.

If you would like to resolve this, all I am asking is a full refund. Fair is fair. If not, I will proceed until I feel my rights as a customer have been satisfied.

Regards,