J.R.J. Tara Corporation

Review: We used Uhauls Ubox services to move from Prescott Az to the New Wilmington area of Pennsylvania. First, when we arrived to pick up the boxes to fill, they did not have anything ready. We were given the box that they use as a display for future customers. That was ok and we continued. Originally I was going to have our items shipped on June 6th. Due to circumstances I had to move that back to June 17th but was told that my price quoted of $1,456.00 would be good for 30 days. When I called to change it they couldn't find my contract, then after an hour told me they found the boxes but they were showing empty. After it was determined they were not empty they told me it would now be $1,880.00 to ship them. I called the manager in Prescott, [redacted] Pleasant who needed to "call me back" saying it would be that day. When I did not recieve that call I called the next day. [redacted] could not be located so I went to his manager, [redacted]. He was very gracious and promised to honor the original price and get it shipped on the 17th. I called on the 17th to verify and was told they shipped and I would be charged on the 22nd.Then the next day I got a call from Uhaul asking if I still needed to fill my boxes?!?! I informed him they were supposed to be shipped the day prior, he said he checked and that they were. I then called on the 23rd to verify again and was told they weren't even shipped yet! I called [redacted] who promptly threw [redacted] under the bus saying it was his fault since he had arranged it. Then told me they had shipped but the person in shipping didn't "press the button" telling the system that it had shipped.He told me our things were to arrive by the 29th of June. Originally I was told it would take 6 days to arrive. In addition I also found out in this process that they cannot ship to New Wilmington like originally arranged but had to ship it to Youngstown, 25 miles away. This would have been valuable information to start. Now it is July 1st and our boxes have still not arrived.Desired Settlement: At this point I would like them to deliver the boxes when they arrive at no extra charge. I also believe there should be a refund as they did not fulfill their contract.

Review: I reserved a 10' truck from Uhaul for my move on Saturday, June 28, 2014 at 11:00 AM.At the time of reservation, UHaul guaranteed I would have my truck on 06/28 at 11:00AM. Otherwise, Uhaul will compensate me $50 per this popup ads on the order screen:[redacted]On Saturday 06/28 at approximately 10AM, I called the Uhaul rental place to ask about my rental truck, but they said my 10' truck would not be available until 12:30pm. Because of this reason, I had to ran out looked for alternative truck since my movers were all ready and I had to move out that day dued to a real estate sale.I promptly cancelled my order and asked for the $50 compensation per Uhaul's advertisement, but Uhaul never responds to me about it.I would like to file this complaint so other consumers know about this false advertisement and beware about it in the future.Desired Settlement: Uhaul should do what they say per their ads.

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. ** provided. He informed our office he was not able to leave a message for Mr. [redacted] due to his voice mail not being set up, but he did issue a refund for $50 to Mr. [redacted] as requested. Mr. [redacted] should receive the check 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 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 placed a rental for a 24' moving truck from UHaul through [redacted] in [redacted] (reservation [redacted]) around June 26, 2014 in preperation for a move on July 26. I contacted the local rental office ([redacted]) on July 24 to ensure the rental would be available. I was told there was another reservation for the same truck and would have to find something else to do. I contacted the national customer service number right after this interaction with [redacted] to find a resolution. My reservation was moved to [redacted] in [redacted] at 9 am. I then contacted [redacted] to confirm that the truck would be available at 9 am, and I was told I would be taken care of.

On July 26, I arrived at [redacted] at 8:50 am to rent the truck. The sign on the door stated they opened at 9 am. At 9:10, no one had arrived. I contacted the national customer service of Uhaul, and I was transferred to a regional office. The representative at the regional office provided incorrect information that the location opened at 9:30 (despite the door saying 9 am open, the national office saying it opened at 9, and being able to reserve at 9. I then waited until approximately 9:30, and I could not be delayed any longer for my move.

I contacted the local [redacted] office, who add a truck immediately available, and I rented the truck from them. On the way to the [redacted] rental office, I contacted Uhaul to cancel the reservation and ensure I was not charged a fee. After a long time on hold, someone came one and said my reservation was being moved to another office and I would receive the $50 reservation guarantee fee. I informed her that I no longer needed the reservation and to just provide the $50. She went ahead and moved the reservation to a Uhaul Center in [redacted].Desired Settlement: Uhaul not only need to provide the $50 reservation guarantee payment to me, but I need to be compsensated the difference between the costs of what the Uhaul rental would have been versus the actual costs of the [redacted] truck. I was forced to the use the higher cost of the [redacted] truck due to Uhaul's inability to rent a truck to me. The [redacted] truck cost $230 (base price plus 96 miles and rental protection). I calculated the Uhaul rental would be about $134. I would like the $50 plus $96 for the difference in the cost.

Review: I rented a trailer on 6/25/2014 from the Indianapolis location. The lights on their trailer were not working properly when plugged into our truck. The U Haul electrician said he could fix it so we pulled it into the garage and he proceeded to work on it. He actually fixed it and had everything working but said the lights were a bit dim so he started cutting and splicing again to the point where he had cut so many wires he could not fix it. Admittedly our truck was an older model but all of the lights were working properly until the U Haul electrician botched them all up. They sent us to a repair shop which cost us 225.00 to get it all fixed. On top of that we lost a day of travel, incurred hotel expenses, meal expenses, and gas expenses that day as well. When it was all said and done I had spent well over 400.00 for the extra nights stay in Indianapolis. Then when we got to Tampa to drop off the trailer the U Haul place there refused to take it saying their lot was full. I went and looked at the lot which was a huge field that only had 2 trailers setting in it. I went back in and told them I was leaving it as the lot was not full. A few days later I got an email saying I owed that location an extra 102.00 for cleaning and storage expenses!!! The entire experience from start to finish was a nightmare. I want a full refund of 302.66 On a side note it took the electrician at the repair shop ([redacted]) 5 hours to fix what the U Haul electrician had botched up. He even said the guy had really messed up our wiring from using poor replacement parts and making too many cuts and splices.Desired Settlement: The manager at U Haul Indianapolis agreed to split the repair costs of the electrical work 50/50 and issued me a credit of 120.00 on 7/14/14. I am seeking a full refund for the trailer rental which is again 302.66 and any additional money you can request for my hotel, meal, and gas expenses which totaled around an additional 125.00....again this was not our fault and we lost an entire day of travel which is quite stressful during a move. Thanks for taking the time to help me with this matter.

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]7

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

[redacted], our President for our Central Indiana Regional Office, followed up on the information Mr. [redacted] provided. She informed our office the shop that did the repair to the wiring found there was a bad module and had nothing to do with the work U-Haul performed. [redacted] stated he felt they have been more than fair and will not approve any further 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Fact: All of our truck lights including the module were working properly before U Haul worked on our truck. Fact: After they worked on it none of the tail lights worked. Someone is not being honest here as the electrician at [redacted] where we had the damage repaired told us that U Haul had used substandard connectors and even pulled some off to show us. I have pictures. He also asked why they had spliced so much of the wiring and I said I had no idea as the U Haul guy just kept cutting and cutting away. It was crazy and obvious that he had no clue as to what he was doing!!! I want my refund of 302.66 because again U Haul did damage to the truck and could not fix the damage they had done. This caused us to incur hotel, meal, gas, and electrical repair expenses and lose a whole day of travel. They need to make this right. ]

Regards,

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, reviewed the recent comments from Mr. [redacted] and sent him the following email in response:

Dear Mr. [redacted], in a final attempt to resolve this is I am requesting a copy of your repair invoice and I will personally speak to the repair shop that did the repair to confirm their diagnosis since that is what you are basing your complaint. I will obtain a statement from them and render a final decision to your complaint and submit to the Revdex.com. Please send your copy to my email address at [redacted]@uhaul.com. Thank you

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: This is about the Uhaul service I reserved for June 15, 2014.

I have ordered a 26’ truck from Uhaul Chicago S Michigan Ave location for my apartment moving, and I have called them one day prior for confirmation, when they told me my truck is ready and I can pick it up at 8am. However, when I arrived at the Uhaul pickup location at 8am on June 15, the representative said they don’t have my truck without any explanations. After making calls to their dispatch center, Uhaul changed my reservation to a 20’ truck at the opposite side of downtown Chicago without my consent, and overcharged me $100.51 on the original reservation price. I was 3 hours late for my move, led to an additional $300 fee to my movers, and getting a 20’ truck instead of the 26’ one I ordered.

I tried to call the Uhaul to complain the issue and adjust my bill. The Uhaul call center representative was so rude that not willing to provide any help. When I asked to talk to her manager, she claimed her manager was on vacation and "will not be available within a week".Desired Settlement: Refund the overcharged $100.51, and compensate my $300 loss

Business

Response:

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. **.

[redacted] our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Dr. ** provided and sent the following email in response:

**e, I apologize for the inconvenience that you experienced. I would like to discuss the situation with you at your convenience. I can be reached at ###-###-#### Monday through Friday, 8:30 until 4:00. Sincerley, [redacted] Lott Executive Assistant

Our records also indicate a refund for $100.51 was issued back to Dr. **’s [redacted] account, which should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I received a parking ticket in NY while using uhauls vehicle. I paid the ticket, them I received a letter saying uhaul charged $130 to my credit card. I contacted uhaul and they said to fax or email my receipt. I emailed them the copy on 9/27 and faxed it on 9/29.

On 10/24 I recieved a letter from a debt company telling me I owe $130 for a ticket I did bit pay. I checked my credit care and the charge was not reversed.Desired Settlement: I want the $130 charge reversed as I already paid the $115 ticket.

Business

Response:

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $130 was issued back to Mr. [redacted]’s [redacted] account on September 30th. The refund should post on his next credit card statement if not already.

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: I rented a car trailer from this store on Sunday 7/1/12 about 2:15pm and returned it the same day about 4:15pm and they are now trying to charge me for another day. The owner/GM ([redacted]) called and was very rude about asking if I was ever going to drop off the trailer. I told him that I did on sunday and he hung up the phone. The associate [redacted] was the one who had helped me out with getting the trailer and he was the one was there when I returned the trailer on sunday. I am very upset with this place and company right now. I called the store a few times just to get a run around and finally talk to a customer service person somewhere else. The last time I had called [redacted](sp) answered and I asked for [redacted] the owner/GM and she first asked in regards to what, then she said he available until she took down my name and said that oh it looks like he just left. If this place is concerned about customer servicee they sure don t show it and to hire such incompetent people to work there and not do their job like they are hired to do.Desired Settlement: I had talked to U-haul's customer service line and they say it will take up to 3 business days to investigate the problem and that I will be charged for the extra day. I'm very unhappy that this business is taking my money the way it is and do not think it is right that they are trying to make an extra buck from this. I would like a full refund because of this and if the store would get some kind of disipline action taken care of.

Business

Response:

July 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Sacramento, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and verified that he was aware the extra day charges were reversed at the U-Haul Center location. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I [redacted] called uhaul moving and storage on september 6,2011 I talked to one of the employees on that day . I explained to her that my storage bill was 3 months passed due and if it was ok for me to pay on the 16 of september because it was due on the 6 of september. she stated yes that was ok.which I told her it would pay it in full at $300.00 dollars.later in the week which was the 9, of september.I received another phone call from the store manager [redacted] he told me that I was past overdue.I told him about the talk I had with the employee and the arrangements we had made.He [redacted] said to me that I would have to pay my storage in full or my belongings would be auction off. I explained to [redacted] that I did not have the money right now and what could I do so I didn't loose my belongings.[redacted] asked me when could I come in.I told him I was off on monday and tuesday which was september the 12&13.he told me to come in on either of those days .I came on that tuesday we agreed that I would bring $200.00 dollars on th 17 of september. but on the next day which was september 14,2011 I [redacted] received a call from [redacted] saying my stuff was auction off by mistake.Desired Settlement: I [redacted] will like for uhaul storage to pay me the insurance that I had on my belongings which was $8.000 dollars since they mistakely auction my belongings.

Business

Response:

July 15, 2012

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

Mr. [redacted], our GM of our U-Haul Moving and Storage at State St. in Milwaukee, followed up on the information Ms. [redacted] provided. He explained Ms. [redacted]'s storage unit was auctioned off on September 14, 2011 due to non payment. She was sent a certified letter and e-mails advising her that her storage unit was going to be auctioned. Mr. [redacted] relayed that Ms. [redacted] was given an opportunity to settle the delinquent account before the auction date, but did not. Storage lien ads were ran per Wisconsin law in the Daily Reporter for two weeks along with a continued effort to bring the storage account current to avoid the auction. Mr. [redacted] went on to say Ms. [redacted] has waited almost a year to speak to someone about her storage concerns, however, she is not due any type of reimbursement.

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 my U-Box shipped to the U-Haul facility on Box Road in [redacted], Ga in April 2012, and had it stored until I could come get it in June 2012. My storage was paid up until June 20, 2012 and I came and picked my stuff up on June 16, 2012. However, they never closed my account and have charged me for July and August 2012. I have been trying to get a hold of them on the phone all morning, since 10:00 am CST. I was put on hold for about 30 minutes, and then was hung up on. I have been pushed through to customer service ever since, and customer service has hung up on me twice before I could even tell them why I was calling. The manager of this place has been sent 2 e-mails and about 3 messages regarding my call for him to get in touch with me about my billing issues. The last time I spoke to a customer service representative, which was at 12:50 pm CST, he told me that the manager would get in touch with me in 5-10 minutes it is now 1:27 pm CST.Desired Settlement: I would like both billing charges for July and August (which is $69.50 each) to be fully refunded to me immediately.

Business

Response:

August 1, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern GA, followed up on the information Mrs. [redacted] provided. She informed our office Mrs. [redacted] was moved out of her storage unit yesterday and she was refunded both June and July storage payments as requested. A copy of the receipt was emailed to Mrs. [redacted]. The refund was issued back to Mrs. [redacted]'s credit card on file and should post on her next credit card statement.

As we value Mrs. [redacted] as a customer, Ms. [redacted] also sent her a $20.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 7/4/12, I made an on-line reservation for a trailer rental though *-[redacted].com. As requested, I received a confirmation for trailer pickup on Sunday August 12 at 9:00am. On 8/4/12 I received another "confirmation" e-mail stating that the trailer reservation had been changed to 11:15am, with pickup at a different location. I called u-Haul on [redacted] on 8/5/12, where the trailer had initially been reserved. The worker, John, stated that the request had been changed on the web site and the trailer that had been reserved for me has now been reserved for someone else. I assured him that I did not change the reservation, but he was unable to tell me who did make this change. The 9am pickup time is essential for this day's work for me. He offerred a larger trailer, but this is too big for my car. An open trailer presents too much risk of rain. All I am seeking is tht U-Haul abide by the reservation they made for me on 7/4/12. Confirmation # [redacted].Desired Settlement: Make rental available as scheduled on 7/4/12.

Business

Response:

August 17, 2012

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

According to Mr. [redacted]' rental contract, we provided him with the size trailer he requested, at his preferred pick up location and at the time he 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 International

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: 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

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: A full suite of abysmal service including the following:

- No trucks available for a confirmed and guaranteed booking.

- No dolly available for a confirmed and guaranteed booking.

- Directed to three different locations before obtaining a truck.

- Being locked out of truck due to both door locks being previously repaired with plastic tie, and both breakin simultaneously.

- Having a locksmith come in through uhauls roadside assistance and delaying cross-province trip by 6 hours.

- Spending an additional and wasted 3 hours being redirected, placed on hold, and hung up on while uhauls corporate admin center tried to direct us to the correct departments.

- Having to stay in a hotel in Kamloops as a result of the 6 hour delay outlined above.

- Spending an additional 5 hours being misdirected in placing a customer complaint and preparing all documentation requested by uhaul.

- Being forced to use a moving company to unload the truck in Vancouver we arrived the day after planned.

- Having our customer complaint eventually completely ignored by customer service manager [redacted], reachable at [redacted].Desired Settlement: 1) Full reimbursement of the hotel cost $124.52.

2) Full reimbursement of movers $425.60

3) Full reimbursement of the 11 hours of my professional time lost through the issues described above. 11 hours x $50/hr = $550.

Total $1100.12

Business

Response:

October 26, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed up on

the information Ms. [redacted] provided. She informed our office Ms.

[redacted] was rented the dollies at no charge because of the

inconvenience she incurred and was also discounted the $50

Reservation Guarantee Fee for having to pick up at a different

location. She explained she spoke to Ms. [redacted] and agreed to

reimburse for the hotel expense with a copy of the receipt.

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 went to Uhaul to have a Hitch put on my car. They tried to install the hitch, but it was the wrong hitch. During the installation they cut a large notch out of the rear valance(bottom of the bumper) of my 2003 Jetta. The manager was no help and made no attempt to fix my car. So I filed a claim with Uhaul. They wanted an estimate, so I went to the VW dealer and got one. After Uhaul received the estimate they said it was not detailed enough. So I went to a body shop and got another estimate. Then they said I would have to pay to get it done and then they might reimburse me. They are just giving me the run around. I don't trust them, and I am tired of being lied to. I feel that Uhaul damaged my car and does not want to pay to fix it.

Product_Or_Service: hitch installation

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like them to pay me for the damage they did to my car.

Business

Response:

December 27, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Shawn McWilliams, our

Executive Assistant for the U-Haul Company of Northern CO, followed

up on the information Mr. [redacted] provided. She sent him an email

offering her apology for the inconvenience he experienced and

specifically addressed his concerns regarding the hitch installation.

Please see email below:

Good day Mr. [redacted], I first would

like to apologize for the inconvenience regarding your hitch install.

We have reviewed your concerns with the manager of the location, the

clerk at the main office that investigated your claim as well as the

marketing company president. We have validated the following: You

told the manager Mark Keen, that you originally had decided to

install the hitch yourself. After you got it home it didn't look like

anything that you did research on. You made a reservation

(reservation number [redacted]) to have this installed at the location

7540 York St. , when you arrived at the location they started to

install the hitch according to the instructions , at this time the

hitch was not the correct one. Because of the this type of vehicle,

it takes a different kind of hitch than the one recommended on line.

The general manager ordered the correct one and he had offered to

give you a 10 % discount for the inconvenience. When you returned you

asked for a discount again and general manger still offered you 10%

off and let you know that was all he could to do. At that time you

said that we should pay for the entire hitch installment or the

damage done to your car even though it was a necessary step in the

install . The manager explained that he would not pay to repair your

vehicle because you had them start installing the hitch, and in mid

process you had decided to changed your mind. After starting an

install, we cannot stop the process without having done the necessary

prep work to the vehicle to install a hitch. We are still able to

have the hitch installed at the location 7540 York St., or any other

location that you would prefer. we received your initial complaint

and addressed it with in 24 hours. You have spoke with Susie out of

the Marketing Company and she asked for the repair estimates and we

have received the estimate's from two locations regarding your repair

to your vehicle and received an invoice but most of it was blacked

out and we needed a detailed estimate to show actual damage other

than what was necessary to install the hitch you asked to have

installed. The 1st estimate from 'North Valley Volkswagon, and the

2nd estimate from 'Competitions Choice Collision &; Paint LLL.C.

We need to see if these companies or any other would install the

hitch and all if there was a repair needed to the facia in order to

install a hitch properly. She offered on 12/5/12 to get you scheduled

for your hitch to be done but you stated to her you thought it should

be done for free. If so we would be happy to pay for the repair if

the adjustment would not have been necessary for installation. We are

still willing to install the hitch for you at a 10% discount for the

parts and labor if you decide to have it done. Sincerely, Shawn Marie

McWilliams Executive Assistant for 722 Marketing Company U-Haul of

Northern Colorado.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I got a U-haul U-box for its convince even though it is expensive. I moved across country and worked with the U-box in Fremont, CA (THEY WERE GREAT)then the U-Box got to Parkersburg, WV. Once my U-box arrived I was not called- When I called in to see if the U-box was there I was informed he had been too busy to call- when I went to give him my address for delivery- they refused, even though this was the service I paid for in advance and also was promised by the U-box company (on the side of the U-box itself it says it will ship ANYWHERE and to your door) They said I had options of taking my vehicle (which is being shipped and that is why I rented this door to door service) and fill it up with multiple trips or find someone with a trailer hitch. I am new to this town and had to find someone to help me. If the U-box stayed in their facility I would be charged a storage fee, even though I had already paid for a month storage. I found someone and called to have the U-box on a trailer and ready to go when we arrived- the worker was frustrated at me for wanting this done and complained it would take him over an hour to do this because he now had to move the show case U-box off the trailer just to put mine on. When we arrived 2 hours later- I was insulted by the worker stating that it sucked that I moved here he also informed us he has not taken his training courses and has no idea how to work with these U-boxes since this is the first he has seen shipped to there- He said I only had 24hrs to unload my U-box and get the trailer back to their facility. I have a bad shoulder/knee and 2 herniated discs. To unload this fast and with heavy items is unheard of, I was injured unloading. While at the facility he left us to hitch the trailer ourselves, which is a liability and didnt take it off of the stilts so we spent over an hour hammering those out. I was later informed through U-haul they have a service called E-Move that could have helped me- I was not informed. More to say but no more characters.Desired Settlement: I expect a full refund. I was not given the service I was promises and paid for- along with the additional funds I had to spend to get the truck with hitch- trailer- amongst feeding the individuals helping me move due to my major spinal damage. I also had to get more medication due to the fact that I injured myself in the fast move. Along with the extreme mental distress- I am disappointed in the experience and recommend everyone have their training completed before being able to help customer.

Business

Response:

February 7, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West VA, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a letter offering her apology for the inconvenience she experienced. She explained a refund for the U-Box trailer was refunded in the amount of $14.95 in addition to $25.05 for the inconvenience. Ms. [redacted] relayed that the stilts, or leveling bars as they are called, were frozen due to the cold weather. She also addressed Ms. [redacted]’s concerns regarding our team member she came in contact with at our U-Haul Center.

Please be advised that U-Haul does not provide a service for movers, loading or unloading, however, we can suggest E-Move, which does provide this service.

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: 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