J.R.J. Tara Corporation

Review: First Issue: On 8/30/13 at 3:55 p.m. I rented a TM 10" Uhaul for one day. I returned the vehicle on 8/31/13 at approximately 3:30 p.m. (after business hours). I was told by the sales clerk that as long I turned in the vehicle before 4 p.m. it will be counted as vehicle turned in on time since the owner always stops by the office to pick up the keys of turned in vehicles after 4 p.m. I was charged 2 additional days when in fact I turned in the vehicle on time for a one day rental.

Second issue: I am being charged excessive mileage. I am being charged for 105 miles and I actually used 11 miles (On 9/23/13 I used my personal vehicle to drive the same route I used with the Uhaul and my vehicle odometer at the beginning of the trip read 64955 and at the end of the trip at the Uhaul store located on [redacted] read 64966). I utilized the Uhaul for two (2) trips to move my apartment furniture from address [redacted] to [redacted]. After the second trip and before turning in the vehicle, I stopped at a gas station located on [redacted] to put $3 of gas at 3:17 p.m. (I have the original copy of the gas receipt). Utilizing a mathematical perspective, the amount of gas I put on the vehicle confirms that I actually used the 11 miles and not more than that; since, the gas I put on the vehicle was doubled than it originally had when the vehicle was released to me.

On 9/23/13, I went to the renting location to discuss billing issues and I was told by a sales clerk they could not resolve the issue and I was given this telephone number: ###-###-####. Later that afternoon, I called the 800 number and I spoke to [redacted] and she informed she could see in her system the extra days that were charged and also explained that their computer systems is what reads the mileage used by the vehicle and that she could not resolve the problem. She informed she was going to have her field area manager call me on 9/24/13 to discuss the issue. I spoke to Joe Sanchez (field area manager), on 9/24/13 and he indicated that the mileage is read by their computer system and it appeared to be correct. We discussed how can this be possible when in reality I used their vehicle for 2 trips and I used 11 miles ( I also explained to him of how I used my personal vehicle to corroborate my claim as well as the $3 of gas that was put to the vehicle having doubled the amount of gasoline I used could be used to determine mathematically how many miles I actually used in the vehicle since a car runs approximately 30 miles a gallon, then the amount I used was $1.50 or less, which will be correlate to my claim of having run the vehicle 11 miles, which my odometer read). We also discussed about the gap of time between when I turned in the vehicle on 8/31/13 and when the information (i.e., return day and time, fuel tank level, and mileage) was entered into their system; and about the possibility of someone else having used the vehicle and me being wrongly and excessively charged with mileage. The field area manager indicated he was not able to correct the mileage billing error.

I also have two witnesses that can corroborate my claim, my wife [redacted], and [redacted], a friend who was helping us move.Desired Settlement: I want for Revdex.com to conduct an investigation about the gap of time between when I turned in the vehicle on 8/31/13 and when the vehicle information was entered into their system. I also want Revdex.com to request the renting location copies of their surveillance video system to confirm I turned in the vehicle on 8/31/13 and to investigate if someone else used the vehicle after me. The purpose of my complaint is for me to be charged with the correct 11 miles I utilized with the rented Uhaul and I also want to be charged with one day's rental which the contract specifies and not the excessive amount of time and mileage they are charging my wife's Walden University Credit Card.

Business

Response:

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

Mr. [redacted], our President of our Corpus Christi regional office, followed up on the information Mr. [redacted] provided. He informed our office the mileage rate was adjusted and a refund for $84.88 has been issued back to Mr. [redacted]. He also asked that we relay his sincere apology for the inconvenience Mr. [redacted] experienced with his U-Haul transaction.

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 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: 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

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: On 16-SEPT-2013, I made an on-line reservation via the U-haul website. My reservation was for 21-SEPT-2013, [redacted], [redacted], [redacted] for 10:00 a.m. This reservation was confirmed, via e-mail, from U-haul. I lived on [redacted] and have maintained a storage unit with [redacted] since July of 2008. My intentions were to move from [redacted] as I was to begin a new job on 23-SEPT-2013. During this particular week, the [redacted] Balloon Festival was taking place and I lived right around the corner from the turn to the airport where the event was being held. As a matter of convenience / inconvenience, I moved everything from my residence to the storage unit I maintained at [redacted], additionally where I had reserved my U-haul truck pick up. On Friday, 20-SEPT-2013, at approximately 10:00 a.m., I decided to stop in to the Management Office for [redacted] to insure that everything was in order for my truck pick up confirmed for the following Saturday. It had been noted that there was no record of my reservation. On Friday afternoon, 20-SEPT-2013, at approximately 2:30 p.m., I received a telephone call from an "undisclosed" number. I took the chance on answering the call to find that it was the U-haul location in [redacted] - 30 miles South of my location. The gentleman asked me if I had reserved a truck to be picked up at his location and I had informed him of the aforementioned. At this time, I was unaware that this gentleman had CANCELLED my previously arranged reservation. I contacted, again, the Management Office at [redacted] and they had informed me that my reservation was reinstated. I went to [redacted] at 10:00 a.m. and waited for 4 HOURS to have no truck be delivered as previously reserved and confirmed by U-haul. I called U-haul Customer Service, NUMEROUS, times only to be driven around in circles. I took it upon myself to contact another U-haul location located at [redacted], in [redacted] where I was told it may be possible to get the same truck, as I had reserved previously, at or about 5:00 p.m. As it worked out, I did get the truck but had to make 2 more telephone calls to U-haul Customer Service. After, professionally, stating my outrage at the 10-hour setback, I was told that I would be mailed a check on the amount of $50.00. I arrived in [redacted] 12 hours behind schedule and because of that, I was unable to start my new job on that following Monday as planned. $50.00 doesn't EVEN come close to the damages and inconvenience I experienced.Desired Settlement: I want HALF of the $422.92 paid to U-haul as this was my initial charge. This experience was a TREMENDOUS inconvenience and I believe that this would be fair versus filing a civil-action in which I am prepared to do. I have ALL of the documentation to verify everything outlined in my complaint. In addition, I will take the $50.00 check that I was told would be mailed to me, as well. Again, my desired settlement is MORE than fair. The total that I will accept is $211.46 and nothing less. Plus, the $50.00 check that I was told was being mailed to me.

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our [redacted] regional office, followed up on the information Mr[redacted]provided. He informed our office he sent an email to Mr[redacted]offering his apology and also advised him of a refund for $261.46 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 International

Review: Hello, I tried to rent a cargo trailer and auto dolly from a NYC location. It was the worst customer service I ever experienced! After doing it online, and then calling, they could not find my order. And they kept passing me onto someone else. This went on for more than an hour. They told me the gear I needed could be obtained from a Bronx, NY site. But when I called to confirm, that location said they don't have the trailer hitch. I called customer service again, and they said that office should find me a location that has what I need. I called them back, and they said where to go, but when I called the new location, they said the original order needs to be cancelled. I called them back, they said they would do it, but they never did. To sum up my experience - lots of phone calls - hours, many hours on the phone with people not doing their job.

When I finally received the cargo trailer, the weight was too much for my car, so I tried to exchange it for a 10 ft. truck, and that turned into another few hours and I never got my money back for the exchange. All together, I'll NEVER use Uhaul again in the NYC area, or maybe no where! I should be refunded at least for the original cargo trailer fee.

A terrible experience! Lots of incompetent employees!Desired Settlement: Refund part, or all of my fees for the terrible experience.

Business

Response:

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

[redacted], Senior Staff for our Manhattan/Bronx regional office, followed up on the information Mr. [redacted] provided and advised our office the following email was sent to him:

Dear Mr. [redacted], In the past 66 years, U-Haul has helped millions of families move themselves to a better life. Our customers expect and deserve the best products and services at a price that they can afford. Unfortunately, we occasionally fall short of our goal to provide the quality of service our customers deserve, as was the case in your most recent experience. Thank you for bringing the difficulty that you encountered at our U-Haul location to our attention, and for giving us the opportunity to resolve the situation. In an attempt to compensate you for the difficulties that you encountered at U-Haul, an attachment was sent with a $30 U-Haul gift certificate which is valid for two years at any U-Haul location. These coupons may be used towards a future rental, to purchase moving supplies or to be put towards rent at most of our self-storage facilities. Please accept our sincere apologies, and thank you for your patience in this matter. [redacted] U-Haul Company of Manhattan/Bronx Tel.###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The amount I spent and time I spent due to their poor service doesn't come close to compensating me. I would accept the $117 for the cargo trailer I didn't use, not to mention the trailer hitch I paid more than $250 for. You have no idea how much time it took me to straighten out the order.

Regards,

Business

Response:

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

[redacted], our Executive Assistant for our Manhattan/Bronx regional office, reviewed the information Mr. [redacted] provided and sent him the following email:

Dear [redacted], This email is in response to your recent experience with uhaul. On behalf of U-Haul, I would like to apologize for the inconvenience you have encountered. In an attempt to compensate you,a refund of $50 to your credit card ending in [redacted] has been processed and a $30 VIP Certificate has been attached. The certificate is valid for two years at any U-Haul location. The refund will take 3-5 business days to process and reflect on your account. Please accept our sincere apologies and thank you for your patience in this matter. [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: This is a u haul location. I rented u haul on November 15th 2014 and put 61 miles on it. I was charged for 167 miles. Over 100.00 overcharge. Business has not returned calls to me and has not refunded my money.Desired Settlement: DesiredSettlementID: Refund

I want to pay for what I used and not for a extra 106 miles that I did not use.

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email explaining she tried reaching him by phone but found his voice mail was not set up so she could not leave a message. She asked that he call her to discuss the mileage issue.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I contracted Uhaul and Ubox to store my housewares for 1 month while I waited to get into my new house. Uhaul reserved a moving company on my behalf to load the Uhaul box. When I did not receive contact from the movers before the move, I contacted Uhaul and filed a formal complaint the the movers were unprofessional and asked to change movers. Uhaul assured me that they did not have problems with the movers. When moving day came, the movers were careless and broke a portion of my antique chair, as well as damaging boxes of glassware. Additionally, the dropped my bed headboard on the floor. They also were unable to fit all my things in the Ubox. The movers were so inexperienced and careless I called Uhaul after the move to file a second complaint. I was told by customer service that I would receive a minimum of an $80 refund if not more. Recently, I called to follow up on my refund and I was told by Uhaul that my refund was denied because the movers were only subcontracted through Uhaul. I told customer service that I was promised at least an $80 dollar refund by a previous agent. They said the previous agent was mistaken and that they would not refund my money, nor were they responsible for what happened with the movers.Desired Settlement: I would like to have a FULL refund from Uhaul and the moving company. I felt deceived that Uhaul pretended to be responsible for the movers but did not compensate me in the end. I also want to be compensated by the movers, as I am now minus an antique chair.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], a representative from Moving Help, advised our office an email was sent to Ms. [redacted] informing her that since the service provider was the one that actually moved her, she would need to go through them directly. Ms. [redacted] sent her instructions to place a review and how to start a resolution case with Moving Help directly.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I had 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: EXTREMELY disappointed and disgusted by the way this, manager on duty [redacted], [redacted]dled everything from beginning to end. FIRST, I was CLEARLY promised a storage unit with a minimum height of 8 feet. I was told that everything that fit into my 10 ft long uhaul truck would fit into the storage unit. When I got there, he said he only had a 4 ft high storage unit available. 2 things regarding this: HE LIED as I spoke with the lady there when he walked away and verified that there are other bigger units available. UHAUL's policy is that if a unit that was offered isn't available, a bigger unit would be offered. INSTEAD he offered a MUCH smaller one. SECOND, he told me that they were closing in 20 minutes and that I would have to come back tomorrow! Uhaul closes at 7pm. this means that if I come into the facility at 635pm, I have 25 minutes to get some of my stuff in. When I told him that I would like my unit now and that I want to put my stuff in, he just STARED at his computer screen for 5 minutes at which point I had to ask him if he was going to set me up with a unit. He purposely wasted additional time. He obviously doesn't want to work there. I would advise the GM to take a look at the video footage. He put me in such a bad mood that I ended up rushing even more and hurt myself in the process and damage one of my items from the truck.

I now have to come back tomorrow and take time off from work to get this resolved.Desired Settlement: I want an apology and I want a resolution. I now have to come back at 7am and speak with the GM about getting the RIGHT size unit in order to fit everything that is in my 10 ft truck into the storage unit. I want a storage unit that I was promised at a MINIMUM. I had to FOLD my mattress in order to get it into the storage t[redacted]ks to [redacted]'s incompetence. I damage my mattress AND my tv stand in the process. I am suppose to return my truck by 1pm tomorrow. I WILL NEED the truck longer now since I cannot take everything out of the truck until AFTER work. I do not want to MISS work to put my stuff in storage nor do I want to PAY more for the truck for keeping it longer in order to put the stuff in storage after work NO T[redacted]KS to [redacted]. [redacted], you are in the business of customer service. IF YOU DON'T LIKE GIVING CUSTOMER SERVICE, YOU ARE IN THE WRONG BUSINESS. I WANT AN APOLOGY AND I WANT THIS FIXED!

Business

Response:

Thank you for your concern for our customer Mr. [redacted] our GM of our U-Haul Moving and Storage of Downtown San Francisco, followed up on the information Mr. [redacted] provided. He advised our office Mr. [redacted] came into his Center and they were able to move him into the appropriate room as a satisfactory resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I 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: This is regarding my U-Haul Contract. I rented a 14 inch truck, third time in 3 months on Sunday. I went to the [redacted] location and rented the truck, paid took the keys and left at around 12 PM. I was in a rush and didn't inspect the gas level and trusted the associate who listed the gas level at half tank on the contract. I came to pick up the truck at 6 PM when the store was closed. I noticed the gas was little below half. I didn't really care. I drove 20 miles and before returning filled 8.5 gallons to make it half. The gauge didn't even move a bit. At that point I didn't add any more gas as 8.5 gallons was more than enough gas for 20 miles and dropped the truck and the [redacted] location. I had prior good experience with U-Haul and as a regular customer I didn't think it would be an issue. Next morning I received a bill and I was charged $ 15 for 3 gallons. I called the store and I was asked to contact the customer service. I called customer service and mentioned the issue and I was told someone will contact me in 3 business days. I got a call from a gentleman, well I should use the word gentle as not only he was rude but he was abusive. When explaining the situation he told me what do you want me to do? I asked him what can you do when a customer has this problem? He mentioned I put 3 gallons and the gauge went back to half. I asked him I can assure you I did add 8.5 gallons and the gauge didn't move a bit. He told me he couldn't do anything, asking his name he said, I don't need to know his name and hung up on me. The number he called me from was [redacted]. I am a consultant and use U-Haul very often, I will never go back to U-Haul again and share my issue in social media. And moreover I got to know the [redacted] location is a corporate location and someone from the corporate was this rude, so that explains the Company itself. I will also write to Revdex.comDesired Settlement: I would expect a refund

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the fuel fee back to Mr. [redacted]’s [redacted] account. The refund for $15 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,[redacted]Executive AssistantU-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: 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 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: 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 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 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 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 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