J.R.J. Tara Corporation

Review: In November of 2014 the manager at the Uhaul location at [redacted] in charged my bank card without my knowlege. the charge was for 289.00 which over drafted and froze my bank account. upon discovering this charge I contacted uhaul costumer service who could not explain the reason for the charge since I do not have auto pay on my account. I was advised to contact my bank to dispute the charge which I did. I then received an email of the recipe for uhaul show my unauthorized payment and no balance owed. the next day I received a second email saying I owe almost 500 dollars. I have been in contact with costume service for uhaul several times in the past two months and keep getting told that a manage will be calling me and never hear anything back. I have saved every email I have received on this matter.

3Desired Settlement: would just like my families belongs out of the storage place and a truck to move the stuff to [redacted] where I now live.

Business

Response:

January 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed his concerns. [redacted] assured him they would not sell his belongings and he could come and get them at any time. [redacted] relayed he would check with his wife and that he would also need to rent a truck to move his items to [redacted]. [redacted] requested he contact her back to set up the move 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,[redacted]Executive AssistantU-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.

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!

Absolutely the worst experience ever. I have moved and had to use storage units many times and never have I had such poor customer service, the regional manager is no help at all and is just as rude. You go there and the employees are playing on four wheelers or out and about and not around to let you into the units or to answer any questions or help. The auto pay does not happen consistently it comes out of your account whenever they please, you receive late notices even when your on auto pay, they say they send stuff but you don't ever get it. I do not have one positive thing to say about my experience at this place and would never put my belongings here if I had known this now. I have had rats in my unit, the car we have housed there had parts by the trailer and when they painted lines they decided it would be a good idea to put the parts on the car which is an old classic car. Do not use this place you might as well throw your stuff away. Your stuff will be ruined and you will save yourself some sanity. By far worst experience ever!

Customer service at U-Haul is horrible! We reserved a truck, went to pick it up and it wasn't there. When we called in to the scheduling department to complain... all they tell you is that they can't control other customers not returning the trucks on time. They give you $50 for wasting your time. It doesn't matter to them what kind of money you lost because your moving truck is not there.

They like to lose customers by keeping them on hold and hanging up on them after 10 minutes. Twice! And losing orders TWICE!

I reserved a ten foot truck last weekend and this one. I was told last weekend that none were available and try again. Even though I was able to reserve it. And this one, they called me Wednesday to tell me the truck was no longer available since they let someone else take it one way. They said they have another one twenty five to fifty miles away. I explain how much more money that will be and they book a nine foot utility van. I ask about the clearance, he says 5 feet high, and before I can tell him that won't work, I get cut off because of my kids. I call back less than three minutes later and wait on hold for fifteen only to be told there is no ten foot truck, I never reserved a ten foot truck, and there will not be a reservation for me now. It gets cancelled and I ask to be transferred to customer service. THEY tell me that they should never have cancelled it. And sends me to scheduling, who tells me they have a ten foot truck but only if I can do a 4:30 pickup instead of the 9am that I needed. I have one day to do this and this is what they do?? They "guarantee" the equipment, but they can't even do that here (and I doubt their monetary guarantee will actually ever be honored). I've never had a good experience here. It's too late in the week to find a new truck from anyone! And this is the second time in a week's time that they've done this to me. I hate this company more than words can say! The only way they are still in business is that there isn't anyone else. If I could avoid this company for the rest of my life, I would. And I will work on making that a solid goal in my life from now on, as well as to tell everyone I ever speak to about how wretched this experience was.

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 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 was asked if I could return a vehicle by a certain time. I explained that I am loading, taking to storage unit, and unloading this truck on my own. And that I wasn't sure if I could have it back by 6pm. My understanding is that it was the intent of this location to re-rent the same vehicle.The person I was dealing with told me to call if there was a problem. I picked up the vehicle at 11:05pm. I tried tio call the said location before 6pm because I was not done. NO ONE ANSWERED THE PHONE.So I returned the vehicle when I was done and was charged an extra day. My point is if there intent was to re-rent said vehicle then they should not have rented to me knowing that I may not be able to return it by 6pm. Instead I guess its the business practice of u-haul to take advantage of people in whatever situation they maybe in. Additionall I called to make that point and I was told I would get a call back...and as I expected there was no such return call or e-mail. The very same practice demonstarted when I sumitted my chopice location, and it was changed without any notification by either location. I recieved no phone call or e-mail. My understanding is that the location manager Kent Soutra suports this business practice.Desired Settlement: A refund of the additional charge would be the desent thing to do. Bcause if they needed that vehicle back by 6pm then the said vehicle should bnot have been rented to me.

Business

Response:

October 24, 2012

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

Mr. Bryan Barretta, our Field Manager for the U-Haul Company of Jacksonville, followed up on the information Mr. [redacted] provided. He informed our office a credit for the extra rental period was issued back to Mr. [redacted]'s Visa account on October 15th. The credit for $21.35 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Per Revdex.com Complaint ID [redacted], Uhaul was to refund my credit card the amount of $45.00 on December 10, 2012 - they have failed to do so. The message received via the Revdex.com complaint is below

MESSAGE FROM BUSINESS:

December 10, 2012

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

Ms. [redacted], our GM of our U-Haul Center, followed up on the information Mr. [redacted] provided. She explained that they have had a few instances with theft of fuel after closing, therefore, in the interest of customer good faith, a refund for the balance of fuel has been issued back to Mr. [redacted] in the amount of $45.00 as requested.

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 InternationalDesired Settlement: I wish to have the $45.00 credited back to my credit card, as Uhaul said they would in the December 10th email.

Business

Response:

January 3, 2013

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

Our Regional Office for the U-Haul Company of San Diego followed up on the information Mr. [redacted] provided. They issued Mr. [redacted] a refund for $45 and emailed him a copy of the refund receipt. A message was also left for Mr. [redacted] advising him of the refund.

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 reserved a trailer to be picked up at 11:00 am at [redacted] at 11 AM on 9/2/2012. I wanted to get the trailer where I rent trailers from but the web site directed me to [redacted] on 72nd street in Omaha NE. I reserved the biggest trailer available and did the prepay thing so I could get out of there quicker. When I arrived there was a person in front of me that was returning a truck. The employee did not have a password to get into the uhaul web site do he took down all the persons information on a tablet including the credit card number. Since this was done all verbally and written on a piece of paper I was able to hear and see the persons credit card number, pin number and security code. I was not able to get the counter until 11:15. I was told that I would not be able to rent the trailer until he checked in the truck. During this time the employee was able to get the Uhaul account pass word and log in name. Which I was able to get also. The credit card number that the employee wrote down, would not work so he called the person back for another credit card, and it turned out to be a check. By the time all this was done it was 11:25. He then said he was ready to help me. I complained that I pre=registered so that I could get out of there at 11:00 and it was now 11:25. He became very irate and demanded that I leave the premises now! They had many security cameras on the entire ordeal that I just described. I went to the uhaul place that I usually get trailers from and they had a smaller trailer available. I had no choice but to accept that trailer. They back dated my rental contract to 11:00 AM even thought it was now 12:30. My 24 hour trailer rental had just become a 22.5 hour rental with a smaller trailer. They said they has nothing to do with the other uhaul places and to call the ###-###-####. I done so and explained my situation. She told me to take as much time as needed and to talk to the general manager when I returned it. I called the plDesired Settlement: I would accept the following:1) An apology2) Full refund3) reimbursed for the extra fuel used for the extra trips made with a smaller trailer.4) Money to pay the extra help hired to replace the help lost because of scheduling issues caused by the delay with the trailer5) Property loss from having the smaller trailer.6) Reimbursed for the cell phone minutes used calling the different uhaul stored and customer service four times. (over an hour in phone calls)7) An explanation as why the r

Business

Response:

September 13, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of NE, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology and also advised him of a credit for the $50 Reservation Guarantee Fee that was issued back to his [redacted] account on September 4th. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I was still charged for the price of a smaller trailer so my refund was a little of $20. I had property loss because I was not able to get the trailer I reserved. I received no apology. I simply received an email stating a ball had been dropped. I never received an explanation or any correspondence about the problem, remedies or even any indication of concern about how this effected "the customer" that they now want to appear concerned about.

Regards,

Business

Response:

November 30, 2012

Review: I was given the truck on Friday evening March 22, 2013, with a gas tank reading 3/4, which the owner called 13/16 (indistinguishable using an analog gas gauge needle). I filled it back to 3/4 upon return late that evening. The next day I was billed for an extra 54 dollars for a fuel fill charge. When I called the owner, he said I was 1/16 shy of filling it back to the 13/16 mark and therefore subject to the charge. He said that the next morning he "tried to call" but "didn't leave a message;" I had my cell phone on since 4:30 am that day and it never registered a phone call from that number. I didn't actually see the charge show up on my electronic bank statement until Sunday, when of course he was closed.He was very confrontational on the phone, insisting I didn't fill the truck up all the way and lying about trying to contact me to come fill it the extra 1/16 tank. I find this treatment reprehensible and will no longer use his business; if I decide to use any UHaul in the future I will make sure to take pictures to cover my as from such unethical business practices.

Account_Number:[redacted]?Desired Settlement: Refund

I would like my additional charge of $54.33 reimbursed, plus a reprimand given to the owner for such horrible business practice.

Business

Response:

April 4, 2013

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

Mr. [redacted], our President for the U-Haul Company of**, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of a refund for the fuel fee in the amount of $54.33 back to her [redacted] account along with a VIP Certificate for $40 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The refund should post on Ms. [redacted]’s next credit card statement.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and 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: 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

Review: Had a horrible experience where I waited for an hour and half at the Uhual location, an hour of that was with a mover I was paying by the hour and he could not begin work. Uhual rep stated that the "systems were down." Why should my money be spent bc their systems don't work correctly. I talked to customer service online and they told me to go to a website to put in a complaint and I have not received any response from that.Desired Settlement: I would like to have my money refunded.

Business

Response:

June 10, 2013

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

[redacted], our Executive Assistant for the U-Haul Company of Long Island, followed up on the information [redacted] provided. She informed our office [redacted] was contacted. A message was left offering an apology for the inconvenience she experienced and advised that a refund for the $50 Reservation Guarantee Fee along with an addition refund for $50 as an adjustment. The refunds were issued back to [redacted]’s Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Received a call from merchant asking if I was coming to pick up a uhaul that I allgedly reserved. I told the merchant that I was unaware of what he was speaking of and I didn't set any reservation for a uhaul. He stated that someone made a reservation, and I explained again that is wasn't me I have no need for a uhaul. He stated the reservation would be cancelled but when I check my statement I had been charged 57.50 from a qaulity food mart when I googled the number the name of the transaction populatd. I contact merchant who was very rude and stated he wouldn't refund my money and I would have to call my bank. which I did a dispute is in place and card has been cancelled . I also contacted uhaul directly to file dispute as well.Desired Settlement: I want to be refunded my 57.50

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of Central North Carolina, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and explained we had record of a reservation she made on line. Our Dealer charged her a fee for a "no show", however, Mr. [redacted] has issued a refund back to the same Master Card account on file. 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: This complaint has 2 parts.1.) On Oct. 9th I made a reservation with U-Haul to rent a 20ft truck with an auto transport to move to [redacted] The equipment was reserved for pick up in [redacted] on Nov. 1st. A couple days before I was to pick up the equipment I received a call stating that the auto transport was ready to be picked up in [redacted]. Not sure what had happened I called the U-Haul dealer in [redacted] was told that the transport had been delivered there and that I was not going to be able to pick it up with the 20ft truck that would be in [redacted] I was going to have to pick up the rental truck then drive to [redacted] to pick up the transport. This was going to create a scheduling conflict because the morning of the reservation I already had hired movers and there would not be time to drive back and forth. U-Hauls solution to this problem was to give me the rental a day early. It worked out o.k. I guess but I had to waste time driving to [redacted] and spent additional money on fuel.2.) On Nov. 3rd during my move to [redacted]the 20ft truck suffered two separate tire blowouts while driving North on [redacted] The first happened within the first 2 hours of driving to the inside rear dual on the passenger side. The second tire blew out on the front passenger side about an hour of diving later. Each blowout was an extremely dangerous situation, I was driving at highway speed and towing a vehicle behind the U-Haul truck. I have never experienced a blowout while driving and there were moments when I felt that my life was in danger. The truck was on the verge of going out of control while on the freeway potentially causing a terrible accident two times. The second tire that blew out left me stranded at the beginning of an off-ramp with less that a foot or two of space for other vehicles to get past. Each blowout took between 2 and 3 hours to deal with, between contacting U-Haul, waiting for assistance, and the time for repairs. The drive to [redacted]ended up taking over 16 hours.

Product_Or_Service: Moving Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I have been on the phone with U-Haul for over 3 days now trying to resolve what I feel was renting me and unsafe vehicle. The first technician that came to work on the truck ended up replacing the blown out tire and wheel and an additional 2 rear tires and wheels. The second technician replaced the front passenger tire that had completely disintegrated and was surprised that there was no damage to the front end. U-Haul has offered a $200 credit for inconvenience, I f

Business

Response:

November 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]r, our Area Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He explained a split contract had to be done due to the fact the Auto-Transport was not available at our [redacted] location. Mr. [redacted] was advised in advance and the distance between the two pick up location is 11 miles. Due to the inconvenience we caused, Mr. [redacted] was allowed to pick up a day early and was provided an additional day on the rental at no charge. He received a 2011 20-foot U-Haul truck that had just over 35,200 miles on October 31st. Mr. [redacted]r confirmed an inspection had been done on the truck on October 21st and no issues were found. He also acknowledged Mr. [redacted] experienced two tire breakdowns, however, the failure of the tires was not due to dispatching unsafe equipment. Mr. [redacted]r spoke to our Service Provider who was dispatched and was advised the tires on the truck were not worn or unsafe. He replaced multiple tires due to the fact the truck had M[redacted] tires and he had [redacted] tires and he wanted to make sure they all matched. Our Service Provider also noted that the rear of the truck was sitting very low and may have been overloaded. Mr. [redacted]r reviewed the calls into our Breakdown Assistance line and determined Mr. [redacted] was delayed a total of 3 hours and 46 minutes. Mr. [redacted] did complete his move and returned the truck within the contracted time. As we value Mr. [redacted] as a customer, Mr, [redacted]r sent him $200 in VIP Certificates, which he feels is a fair adjustment. The Certificates can be used toward a future purchase or rental on the many products and services U-Haul has to offer and are valid for two years.

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

Business

Response:

November 26, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. K[redacted] our President for our [redacted] regional office, reviewed Mr. [redacted]s rental and the information he provided. He explained the 2nd tire issue was a tire blow out, therefore, no way to determine the exact failure. It&[redacted];s possible Mr. [redacted]hit a foreign object on the road or a pothole as both tire failures were on the right side of the vehicle. Mr. [redacted], our Field Manager for our [redacted] regional office, had contacted Mr. [redacted]shortly after receiving the original customer action file and left a voice mail message. Unfortunately when Mr. [redacted]called back, Mr. [redacted] was unavailable. This happened two times over two days until he finally reached Mr. [redacted] No other calls were received after November 8th. Mr. [redacted] asked that his apology be relayed for the misunderstanding of offering a $200 credit for U-Haul. The credit for U-Haul was the $200 VIP Certificate that can be used toward a future purchase or rental on the products and services U-Haul has to offer. Mr. [redacted] will void the Certificates and issue a refund for $200 back to Mr. [redacted];s Visa account as a final adjustment on the rental. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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.]

In the last response from Uhaul there are two statements that are incorrect:

1.) "Mr. [redacted], our Field Manager for our [redacted] regional office, had contacted Mr. [redacted] shortly after receiving the original customer action file and left a voice mail message. Unfortunately when Mr. [redacted] called back, Mr. [redacted] was unavailable. This happened two times over two days until he finally reached Mr. [redacted]. No other calls were received after November 8th"

--I have phone records that show at least 12 calls sent to Mr. [redacted] in addition to the attempts to reach him through their 1-800 customer service number.

2.) "It’s possible Mr. [redacted] hit a foreign object on the road or a pothole as both tire failures were on the right side of the vehicle."

--If this was the case, I would not being filing a complaint for reimbursement. At no time during my rental of the vehicle was any foreign object hit or ran over.

Uhauls inability to resolve this complaint has cost them not only the additional rentals that I have already done to complete my move, but also the business of everyone who has heard about my ordeal. I do not have the time to persue any further action from Uhaul regarding this manner. I am still waiting for the initial $200 credit to my charge card that was promised over a month ago now.

*egards,

Review: I researched the correct uhaul location through google, and found the one I needed in the Bronx, NY, at [redacted]. When I called what I thought was a local number, I talked to someone who offered me a price on a day for the van I requested, which is advertised around town the same as a 10' truck, 19.95 a day plus miles. The customer rep suggested that if I'm only traveling a certain distance, that I could / should get a flat rate 70mi for about $120 for everything, otherwise it'd be about $1.60 per mile. I agreed. But then, I called back a few days later, realizing that I needed that 10' van for moving the furniture. I called and asked who I thought was the same person, about if I could switch the same price over to a 10' truck reservation change, he said yes. I said ok and went in to the Bronx store expecting that, but the guy said no to it. In fact, he first quoted like $2.10 per mile, which was a real slap in the face, making an estimate over $160. He said I'd have to pay whatever milage, and that flat rates only happen for vans. I got upset about it, and all he could say is that phone reps sometimes don't know or mislead customers of this story, but they don't work at his store, and the flate rate for trucks are not possible. He offered a name and I don't if it's the guy I talked to, it could be, the name is [redacted]. He must have assumed he could help out by offering less for the milage, so I left there at a rate of about $1.80 per mile.Desired Settlement: I paid with a card. I estimate I lost about $30-$40 of what rates were expected upon the call agreement. I want that refunded to the card that I used

Business

Response:

December 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Representative for U-Haul International, followed up on the information Mr. [redacted] provided. She pulled up the call to listen to the recorded conversation between Mr. [redacted] and our E-Center Sales and Reservations Department Agent, [redacted]. The reservation was made for a cargo van. Mr. [redacted] was quoted the rate of $120, which included 80 miles. Any additional miles would be at .59 a mile. Mr. [redacted] quoted this rate after Mr. [redacted] relayed he would be traveling approximately 60 miles. Ms. Reagan explained the in-town rate was also provided at $19.95 for the cargo van plus $1.79 per mile. The rental contract indicates Mr. [redacted] rented a 10-foot U-Haul truck and was charged the correct fee for his in-town rental. If the truck size was charged, the rate would change accordingly.

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,

The telephone call referred to by UHaul is not relevant. The name of the reservation agent is the one for the initial call, and I wasn't aware. I thought that the local bronx store gave the name of the correct person. The correct person is the 2nd call to an agent who confirmed the error reservation. I had called back and asked if I were to switch to a 10 foot truck, that I would have the same price as the van. That person "yes," so as to not worry about a price change. Please research for that conversation called from my ###-###-#### number, a ###-###-#### number, or a ###-###-#### number. From there, you would listen to the error and have correct clarity of my grievance.

Business

Response:

December 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior CSR for U-Haul International, reviewed the information Mr. [redacted] provided and relayed that based on that information, she issued a refund for $21.69 back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I placed my reservation with a day or so in advanced for a trailer and some furniure pads, I selected an 11:00am pick up time and recieve a confirmation e-mail and text the morning of that my reservation would be ready. When I got to the place of reservation they informed me that they actually did not have the trailer or equitment and sent me to another location who supposedly had it. That location then sent me to a third location bc again they did not have what I needed. The third location in Bensalem, PA acualy had the trailer but they failed to give the pads I had also reserved (and paid for). When I called back (after wasting about 3 hours of gas, time, and day light I could have been using to get moving). I was told to return to the original location for the pads. When I got there I was told they didn't actually have it and then tried to send me back to where I got the trailer. I was not about to drive another 30 minutes one way to get this equipment after my first time therewas a horrendous experience. I was greeted by an employee standing directly outside the only customer service entrance blowing cigarette smoke directly in my face, mind you I was visibly pregnant at the time. They refused to serve me at first, the kid smoking outside eventually came back in and took a male customer who came in AFTER me, making me wait 20+ minutes before he thought to get someone to help him at the counter. After promptly returning the trailer as I was scheduled to do I thought this horrible experience would be over but no, the next morning I got a call from the Bensalem U-Haul location asking where the trailer was. I informed this guy that I returned the trailer the night before as I was scheduled to do even though I lost a lot of time driving around trying to get the trailer and equipment b/c they can't keep reservations. The guy on the other end of the line then admitted he had not actually looked around the lot, he just didn’t see it in the row of returned trucks so he assumed I had kept it. I told the guy I was unable to leave it in that row b/c it was already full, but I left it in the spot where I picked it up and attached it to my car, myself. Yes, you read that correctl, the men at the store really didn't even help me attach the trailer to my truck - they made a PREGNANT woman do it herself! Since I had not received the equipment with the trailer I assumed they would reimburse me for not filling part of the reservation ...I wasn't even asking them to pay for the gas/time they forced me to waste bc they were unable to actually have what I reserved in advanced (after picking from a list of available locations that were supposed to have it). However, I was still charged for this missing equipment and had to spend 2-3 hours on the phone (various phone calls) with their customer service department trying to get my money back since I was obviously unable to actually get the equipment I reserved. Now nearly 5 months later I check my checking account and find that they took nearly $200.00 out of my account for loss/damage to the trailer I had rented. there were 2 charges on for $91.40 and another for $93.10. I called the store and was told the manager was not there but left my name and number to find out what these charges were and to have them reversed of course [redacted] never returned my call. I then contacted customer service and they of course did nothing to help me either. The first person I talked to pretended that she didn’t hear me when I told her my issue. Then the second person (a manager/supervisor) basically told me tough luck in as polite of a way as one could. She later contacted me and told me these charges were for a turnpike violation (of which I have a EZ-Pass) after discussing this with her I asked to see a copy of the citation. It turned out that U-Haul was notified 3 times before they just withdrew the money from my account which accumulated an ennourmous amount of fees. In fact on the citation they showed me it says it was issued in August and had a payment due date of September. The citation they showed me also said FINAL NOTICE another indication that they had been avoiding notifying me. This woman also tried to then tell me that they told the turnpike commision to contact me regarding the toll violation, however they also claim to have only recieved it Oct 30, 2013. There is no way they notified the turnpike commission prior to withdrawing money from my account if they (also claim) only got the notice 8 days prior to withdrawing the money from my account. I have no issue paying the toll I thought I was since the trailer was attached to my vehicle which was adequatly charged. When I contacted ez-pass they would not drop the fees for not paying in a timely manner but how could I pay something I had no idea I had to pay. Their negligence caused te majority of the fees. The toll itself was only $1.40. As I said I have no issue paying the toll I have a huge issue having to pay for u-haul's negligence and poor customer service. I was already out a bunch of money from being forced to drive around looking for the trailer and pads they confirmed would be at my location of reservation but I didn't even fight them on that.Desired Settlement: I want to be refunded for the $184.5 they withdrew without my authoriztion minus the toll amount of $2.80 ($.40 for each violations) as well as reimbursement for the gas I had to waste driving around looking for a location with a trailer and furniture pads b/c they were to incompetent to have it at the confirmed location. The national average price of gas on June 23, 2013 (the date of the incident) was $3.5969 I estimate that in 3 hours I had driven about 90-100 miles which would equal 5 gallons of gas ( my vehicle gets 18 mpg for city driving) which comes out to $17.98 for the lost gas. And I would like to be reimbursed for my undeniably wasted time search for what I reserved and being on the phone with them trying to rectify both situations. I make $27.40 an hour at my job so I will accept this as a reasonable rate of reimbursement. That would be 3 hours of time for driving around and then 3.5 hours of time being on the phone with customer service from the first incident and then the second after they withdrew money without authorization for a total of $178.13. in total I want a reimbersement of a total of $ 377.81 from the described breakdown listed above.

Business

Response:

November 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mrs. [redacted] provided. He advised our office he spoke to Mrs. [redacted] and listened to her concerns. He explained the late fees are standard fees that PA DOT charges on ezpass toll violations. He offered his apology for any confusion and also offered to refund 50% of all charges including citation fees, which Mrs. [redacted] accepted. She should receive the refund check for $110 within the next 10 business days.

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 am not satisfied with this resolution because the U-Haul corporation agreed to reimburse me $110.00 and they have not done so. They said I would recieve this reimbursement within 10 business days which has now lapsed and I have yet to recieve the reimbursement. I now want a 100% refund as opposed to the $110.00 they previously agreed too. I have had nothing but problems with this company, beside the poor customer service they are a bunch of theives and liars. If I do not recieve a full refund I will be forced to take my plights to the public in the aims of driving future customers from them. The truth is there are other rental companies out there and people do not have to use U-Haul and after people hear what I have been through with this company and how they have treated me, people will start renting from their competetors

Regards,

Business

Response:

December 16, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, reviewed the information [redacted] provided. He confirmed the original check was mailed to her on November 18th. He spoke to [redacted] and asked if he could issue the refund to her credit card on file, however, she preferred a check. **. [redacted] advised her he would issue another check and apologized for the delay. Please be advised that the check is being issued in the name of [redacted], which is the name on the contract. [redacted] confirmed with [redacted]. [redacted] that she will still receive the check if made out to [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 rented a Uhaul on 5/30/2014 to be picked up in Summerville Ga . I was given confirmation that the truck was there and available. I then received a phone call from uhaul stating that the truck wasn't available and they arranged another pickup the next day in Lafayette Ga. Again, I received a call from uhaul AFTER confirmation that the truck was there stating that it was not available. Once again they arranged to pick up a truck the next day, May 31, in Trenton Ga. On the morning of the 31st I received a call from [redacted] in Trenton stating they had no idea why uhaul assigned me a truck there because they had no trucks on the lot. I called uhaul and asked why and was given a run around again. Uhaul found a truck and said it was the only one available anywhere near me and it was in Ringgold Ga. I had no option but to accept this truck since this was my only weekend off to move. The original rental contract also was to include a dolly to assist in moving. The place of rental had no dolly. I had to drive 123 miles roundtrip to just pick this truck up in Ringgold Ga in my personal vehicle. My husband had to drive the uhaul 60+ miles back to our residence. So I had to spend gas money on 2 vehicles for a long trip to pick up this truck.

The truck was a absolute piece of junk mechanically. Every valve in the engine was clacking and it ran horrible. So my gas mileage was horrific. My husband and I end up having to spend over 135 in fuel for the truck since it ran so awful and got such poor gas mileage. Uhaul advertises that if they don't have the Truck and Equipment you request and your given confirmation that they do...they will refund you 50 dollars. I contacted Uhaul asking for the 50 Dollar refund. I finally received a voicemail from the Regional Manager several days later. I still have the voicemail saved for future use if needed. The manager was rude and said I was even lucky that I got truck from Uhaul. He went on to say that a VIP Voucher had been sent to my email...which I have yet to receive today (June 9 ). I was also told that he had already credited all he could and was not going to do anything else. In his voicemail he stated I was only charged like 25 dollars for the Uhaul. I have a bank record showing Uhaul has taken over 80 dollars out of my account. I have made multiple calls to Uhaul customer service and get the same song and dance every time with no positive results.Desired Settlement: I want a full refund of the charges Uhaul charge me. I was guaranteed a truck 3 times with no truck even available. I was then told I would have to drive to Ringgold Ga if I wanted a truck. I had to spend a total of over 200 Dollars for this rental. I was charged over 80 dollars for the truck and then I had to spend over 135 dollars in fuel since it was a piece of junk truck that I had to drive many miles out of the way since Uhaul couldn't get their act together. If you uhaul was a decent company they would not only refund me all my rental fees, they would also reimburse me partially for the gas I had to waste over they mess ups!

Business

Response:

June 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Knoxville regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed their concerns. They were able to reach an amicable agreement on a refund.

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,