J.R.J. Tara Corporation

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: When reserving a truck online, the website claims that a renter will be contacted to schedule the time and location of the pick-up. When I called to schedule this one week in advance of my move, Uhaul refused to schedule my pick up until the day before. The claims made on the website are misleading about the process for scheduling a specific pick-up time and misleading about about what a reservation guarantees. Customer service was extremely poor. Phone representatives were rude and supervisors unavailable.Desired Settlement: I would like a call from a Uhaul representative as soon as possible allowing me to schedule the time and place of my truck pick up. I would like a discount on my rental as an apology for the time I spent on the phone and for the poor customer service I received. I would expect a revision of the information on the website to explicitly state that a one-way move will not be scheduled until the day before.

Business

Response:

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted by our Traffic Manager and addressed her concerns. We were able to schedule a truck for Ms. [redacted]’s move and she was advised there was no discount because we could not schedule her until the day before her move.

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

MESSAGE FROM BUSINESS:

December 10, 2012

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

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

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

Sincerely,

Executive Assistant

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

Business

Response:

January 3, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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: On December 22 or 23, 2014; the U-Haul Moving and Storage at [redacted] located in [redacted] contacted my mother and disclosed to her how much I owed on my storage units. I attempted to discuss this disclosure matter with the [redacted] location manager and employees, but was placed on hold for twenty minutes without resolution. In fact, after being on hold for that length of time, I can to the conclusion no one wanted to discuss this matter and disconnected the call. I believe that my right to privacy was impaired/violated because this account is in my name and not my mothers'. My mother had no reason to know the status of my account nor how much was owed. My contact information is on file with the [redacted] office.Desired Settlement: U-Haul Moving & Storage to send me a written letter of apology and pay for my storage units for the next 6 - 12 months.

Business

Response:

January 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] Office followed up on the information [redacted] provided and asked that we relay his apology for the disatisfaction [redacted] experienced. He also asked that we relay his following message to [redacted]:

Dear [redacted], I received a copy of your correspondence to the Revdex.com. I'm sorry you are unhappy with U-Haul at this time. We value our customers and strive to always provide good service. I looked into the situation you wrote about. Here's what I found: Your rent was due on Dec 15th. A week earlier, on Dec 8th, we sent you an email reminding you of the due date and amount due. When the rent remained unpaid on Dec 19th, we emailed you a late notice and sent out a paper copy via [redacted]. We had not heard from you, so on Dec 21st, we attempted phone contact. Your agreement with us requires you to pay your rent on time, each month. Your due date is always the 15th. When you moved in, we asked you for an Alternate Contact person in the event we were unable to reach you and needed to. You provided us with the name and number for [redacted]. She was contacted and asked to let you know that your rent was now overdue and we needed payment or contact from you. This is our standard procedure when we are attempting to collect late rent. When I looked up your payment history I saw that you have been late several times since you moved in. In fact, you missed your October payment completely this year. We understand that things happen, but like any business we depend on our customers making timely rent payments, and/or contacting us if they are going to be late to see what arrangements may be made. There is no refund due to you and no free rental months coming. The rent on your units is now paid until January 15th. Our contract is month-to month and you are expected to make payment on or before that date if you want to remain in our Storage. We offer auto-pay on credit and debit cards and electronic check options to help make paying rent easier for you. Please contact the Manager, [redacted] at [redacted] with any questions or if you want to take advantage of these convenient options. Thank You. [redacted], President U-Haul Co. of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: This complaint has 2 parts.1.) On Oct. 9th I made a reservation with U-Haul to rent a 20ft truck with an auto transport to move to [redacted] The equipment was reserved for pick up in [redacted] on Nov. 1st. A couple days before I was to pick up the equipment I received a call stating that the auto transport was ready to be picked up in [redacted]. Not sure what had happened I called the U-Haul dealer in [redacted] was told that the transport had been delivered there and that I was not going to be able to pick it up with the 20ft truck that would be in [redacted] I was going to have to pick up the rental truck then drive to [redacted] to pick up the transport. This was going to create a scheduling conflict because the morning of the reservation I already had hired movers and there would not be time to drive back and forth. U-Hauls solution to this problem was to give me the rental a day early. It worked out o.k. I guess but I had to waste time driving to [redacted] and spent additional money on fuel.2.) On Nov. 3rd during my move to [redacted]the 20ft truck suffered two separate tire blowouts while driving North on [redacted] The first happened within the first 2 hours of driving to the inside rear dual on the passenger side. The second tire blew out on the front passenger side about an hour of diving later. Each blowout was an extremely dangerous situation, I was driving at highway speed and towing a vehicle behind the U-Haul truck. I have never experienced a blowout while driving and there were moments when I felt that my life was in danger. The truck was on the verge of going out of control while on the freeway potentially causing a terrible accident two times. The second tire that blew out left me stranded at the beginning of an off-ramp with less that a foot or two of space for other vehicles to get past. Each blowout took between 2 and 3 hours to deal with, between contacting U-Haul, waiting for assistance, and the time for repairs. The drive to [redacted]ended up taking over 16 hours.

Product_Or_Service: Moving Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

November 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

November 26, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

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

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

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

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

*egards,

Review: I 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: 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: Dear Sir/MadamApproximately 6 years ago , I have stored furniture and appliances along with other valuables Totaling about $8000.00 at the Uhaul facility located at 300 peters street in Atlanta ga , to be exact I first rented the storage units from June of 2007 to November of 2012 at no time was I ever late or defaulted in my payments , as a matter of fact Uhaul had two credit cards on file for that purpose , when I went back to Uhaul to remove my belongings and end my leasing agreement with Uhaul , I surprisingly found out that one of unit had been burglarized and the lock that I had originally placed on it had been replaced by another lock that of course was not mine , because of course the key did not fit , I immediately contacted the manager of the facility Ms [redacted] who was not only rude but became very defensive by not only being loud , but by claiming that things of that nature did not happen at her storage location . And that was done in front of other customers which has caused me a great deal of embarrassment , I then contacted the [redacted] who came to the location to witness Uhaul staff break the lock to access the unit and of course to witness the fact that the unit had clearly been burglarized , the detective Mr [redacted] investigating the case clearly called it suspicious as if it was and inside job , I also contacted Uhaul' s insurance mop any who ask me to submit all claims along with the police report which I did and at my great surprise they denied my claim stating that there was no negligence on their part .I have contacted an attorney and plan on filling suitDesired Settlement: DesiredSettlementID: Refund

Full amount of my belongings totaling approximately $8000.00 and full amount of that particular unit that I paid for five consecutive years totaling approximately $6000.00

Business

Response:

April 8, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central Georgia, followed up on the information Ms. [redacted] provided. She informed our office there was no proof of forced entry and that the police could not confirm a theft had taken place. Ms. [redacted] mentioned that on April 26, 2012, a walk through was done at the U-Haul storage facility and there was no lock on Ms. [redacted]’s unit. That’s when U-Haul placed a lock on the unit. Ms. [redacted] also relayed that Ms. [redacted] did not take Safestor Protection and chose to be self insured. [redacted] researched Ms. [redacted]’s claim and found no fault on the part of U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I just read ms [redacted] statement which is very strange , at no time was I informed that there was no lock on my unit , and why would I continue to pay on a unit without a lock , further more Uhaul denied the lock to be their own , when I confronted them , this just very dishonest on behalf of Uhaul , ms [redacted] , the manager of that facility vigorously denied that it was Uhaul' s lock , I stand by my statement it would not make any sense for me to pay for a unit for 5 consecutive years without a lock .. Again Uhaul had all my information and trust me they made sure to send mea monthly email to remind me of their payment , therefore they had plenty of opportunities to inform me of the so called unit without a lock , this is purely a case of bad business and they know , and I will pursue this to the very end , and I am currently speaking with an attorney .

Further more I forgot to mention that not only that [redacted] denied that it was their Uhaul lock , and she refused for me to be present at the location of the unit when the police got there , she took the two police officer into the elevator and she called for me approximately 20 to 30 minutes later for me to join them on the 3 rd floor of the building , and that is when she called for a technician to break into the lock , so here is the biggest lie ever , if what ms [redacted] states in term of Uhaul having placed a lock on my unit why would they break into it instead of using a key ? And they never mentioned that to detective [redacted] either , this the first time that I hear about them placing a lock for me without contacting me .

Review: I rented a Uhaul on 5/30/2014 to be picked up in Summerville Ga . I was given confirmation that the truck was there and available. I then received a phone call from uhaul stating that the truck wasn't available and they arranged another pickup the next day in Lafayette Ga. Again, I received a call from uhaul AFTER confirmation that the truck was there stating that it was not available. Once again they arranged to pick up a truck the next day, May 31, in Trenton Ga. On the morning of the 31st I received a call from [redacted] in Trenton stating they had no idea why uhaul assigned me a truck there because they had no trucks on the lot. I called uhaul and asked why and was given a run around again. Uhaul found a truck and said it was the only one available anywhere near me and it was in Ringgold Ga. I had no option but to accept this truck since this was my only weekend off to move. The original rental contract also was to include a dolly to assist in moving. The place of rental had no dolly. I had to drive 123 miles roundtrip to just pick this truck up in Ringgold Ga in my personal vehicle. My husband had to drive the uhaul 60+ miles back to our residence. So I had to spend gas money on 2 vehicles for a long trip to pick up this truck.

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

Business

Response:

June 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: MY BROTHER-N-LAW RENTED A U-HUAL FROM THE ABOVE LOCATION ON WED NOVEMBER 20TH A 1112 AM. WE TRAVELED TO [redacted] TO BOX UP MY MOTHER-N-LAWS ITEMS, THAT SHE WOULD NEED FOR HER MOVE TO AN ASSISTED LIVING FACILITY AT MONTICELLO PARK [redacted], WASHINGTON. AFTER LEAVING THE MOBLE HOME PARK AT [redacted], WE DORVE TO THE [redacted] STORE IN LONVIEW TO DROP OFF SOME ITEMS THAT WE HAD NO USE FOR. WE THEN DROVE TO THE MONTICELLO PARK ASSISTED LIVING FACILITY AND UNLOADED THE BOXES AND SPENT TIME ORGANIZING HER ROOM. WE THEN DROVE DIRECTLY TO A GAS STATION ACROSS THE STREET FROM WHERE WE RENTED THE U-HAUL AND FILLED UP THE GAS TANK. WE THEN CROSSED THE STREET AND PARKED THE U-HAUL IN FRONT OF THE BUSINESS. WHEN IT CAME TIME FINISH OUR BUSINESS THE PERSON SAID WE OWED ANOTHER FOUR DOLLARS AND FIFTY CENTS FOR TRAVELING 75 MILES I TOLD HER THAT CANN'T BE RIGHT AND RETRACED OUR ROUTE. SHE HAD AN EMPLOYEE CONFIRM IT AND INSISTED WE HAD DROVE 75 MILES. I WENT TO [redacted] KNOWING THAT THERE WAS ABSOLUTELY NO WAY WE CAME ANYWHERE CLOSE TO THAT. THE FOLLOWING IS THE ROUTES WE TOOK WITH THE MILLAGE:[redacted], TO [redacted] KELSO MILLAGE 7.2 MILES[redacted] TO [redacted] IN LONGVIEW [redacted] DONATION CENTER 7.2 MIFROM [redacted] TO [redacted] IN LONVIEW, MONTICELLO PARK FACILITY 1.9 MIFROM [redacted] TO [redacted] U-HUAL (STOPPED TO FILL UP ACROSS THE STREET FROM 364 SO NO REAL MILLAGE THERE. 2.8 MILESTOTAL MILLAGE 19.1 MILES NO WHERE EVEN CLOSE I REALIZE THAT WE SHOULD HAVE LOOKED AT THE MILLAGE RATHER THAN TO TAKE THEM AT THERE WORD, BUT WE DIDN'T AND THATS OUR MISTAKE, BUT THE FACT REMAINS THAT EITHER THEY LIED OR WERE INCOMPETENT IN READING THE MILLAGE AFTER THE TRUCK WAS USED THE LAST TIME. THE FACT REMAINS THAT ITS NOT THE MONEY ITS THE FACT THAT I WAS TAKEN ADVANTAGE OF. I'M A RETIRED POLICE OFFICER AFTER 34 YEARS OF SERVICE WITH THE KELSO POLICE DEPARTMENT. I WONDER IF THIS IS COMMON.

Product_Or_Service: RENTED U-HUAL

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

THE MONEY IS SECONDARY 4.50 IS HARDLY WORTH THE EFFORT, ITS THE FACT THAT I KNOW THIS IS NOT RIGHT. I SPENT MY LIFE DOING THE RIGHT THING AND I'M GOING TO CONTINUE TO CHANGE JUST BECAUSE I'M RETIRED.

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Portland regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He explained he reviewed contracts before and after their rental and could not confirm any errors. Mr. [redacted] also advised Mr. [redacted] of a refund for $51.75 he issued back to the [redacted] account listed on the contract. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

Review: On November 7, I searched on line for a U-Haul outlet in [redacted]. I found the one referenced in this Revdex.com complaint (U-Haul at B[redacted]). I clicked on their link and a site came up with their store name and address on it. I then chose the tab "Boxes and Packing Supplies" and clicked on it. I found the items that I desired to purchase (moving boxes, etc). I then called the number on the website and asked the person that answered the phone whether I would get these prices if I came down to the Blackfoot store or if I had to order them on line. He advised me that I would get that price in the store. I then drove to the store, chose the items and took them to the counter. I then asked the person who was serving me if the prices that I had marked on my piece of paper (that I had taken from the website)were the prices that I would receive. She looked at her computer screen and said yes. She then rang the order through. I thought that the number looked high ($168) but there were people behind me so I didn't ask her to re-check. When I got home, I checked the receipt and realized that the prices that she had charged me were about 40% higher than the prices that they had assured me I would be charged. I then called back and was assured that manager would call me within 72 hours. Such a call never came. I called again and was told that someone would call me the next day. No one called. During this time, I was re-directed from the store to head office and back to the store. In the end, they claim that these prices are American; that the website is for the United States and not for Canada, even though their store name and address is on the webpage. Also,there is no mention of it being American or of it being in U.S. dollars. When I explained to them they had twice assured me that these would be the prices charged (even as I stood at the cash register),they just kept telling me that whoever told me was wrong and that the prices on their website are for the United States.

Product_Or_Service: Packing Supplies

Account_Number: Contract # [redacted]Desired Settlement: DesiredSettlementID: Refund

Given that their misrepresentation is unethical, and likely illegal as their website misrepresents, I would like them to provide restitution for the amount that they have overcharged me. It is a matter of principle. It is hard to believe that they are even allowed to operate a business with such misrepresentation.

Business

Response:

<sp*n>November 21, 2013</sp*n>

<sp*n>

Revdex.com ID# [redacted]

U-H*ul Ref#: 511848

Th*nk you for your concern for our customer Mr. [redacted]

[redacted], our Executive Assist*nt for ou[redacted] region*l office, followed up on the inform*tion Mr. [redacted]provided. She informed our office she sent Mr. [redacted]n em*il, which included * copy of *n online order she processed using our U-H*ul website to confirm he w*s ch*rged correctly.

Our customers *re very import*nt to us *nd we regret to he*r of situ*tions th*t c*use problems for them. Th*nk you for bringing this m*tter to our *ttention *nd *llowing us to offer * response.

Sincerely,

M*ri* P*lmis*no

Executive Assist*nt

U-H*ul Intern*tion*l

</sp*n>

Business

Response:

<sp*n>November 21, 2013</sp*n>

<sp*n>

Revdex.com ID# [redacted]

U-H*ul Ref#: 511848

Th*nk you for your concern for our customer Mr. [redacted]

[redacted], our Executive Assist*nt for ou[redacted] region*l office, followed up on the inform*tion Mr. [redacted]provided. She informed our office she sent Mr. [redacted]n em*il, which included * copy of *n online order she processed using our U-H*ul website to confirm he w*s ch*rged correctly.

Our customers *re very import*nt to us *nd we regret to he*r of situ*tions th*t c*use problems for them. Th*nk you for bringing this m*tter to our *ttention *nd *llowing us to offer * response.

Sincerely,

M*ri* P*lmis*no

Executive Assist*nt

U-H*ul Intern*tion*l

</sp*n>

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

Review: I am a paying customer renting a storage bin from this company. I have paid according to contract my monthly fees since November 2013. Starting 90 days ago a custodian by the name of [redacted] began harassing me while I was on the premises (which according to my contract I have 24 hour access to my storage bin). She would no allow me to use the bathroom when needed (she would turn off the water) although I had permission from the general manager. She would not allow me to use their services, again, although I had permission from the general manager. After I filed a complaint with U-Haul's corporate headquarters, I received a letter telling my that my contract would not be renewed and that I was denied access to my storage bin. I was falsely accused of sleeping in my storage, intimidating and harassing other customers (although I have had no other contact with any other customers) and I have also been falsely accused of intimidating and harassing their employees (again, I have not come into contact with any other employees). I asked the general manager and his supervisor for proof of these false allegations to which they could not produce because it never happened. About February 2014 the general manager's supervisor [redacted] caught me sleeping in my storage bin and I explained to him that I had became ill while moving items and was just sitting there for a minute to recover from being sick, to which he stated ok but wanted to warn me that sleeping was not covered by his insurance and he did not take any other further action regarding this matter. I understood his position and he has not had a problem regarding me sleeping in my bin since nor before then. Since renting from this company I have been harassed by the police officers stating that I was a suspicious person on their property and had to produce credentials that I was in fact a paying customer with this company. Since renting from this company I have had to have my storage bin changed due to bed bugs, leaky ceiling, roaches, and unsanitary conditions. Even the air conditioners are not working although it is a climate control rental place.Desired Settlement: I would like an apology, a refund (because they breeched the contract).

Business

Response:

July 30, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] regional office, followed up on the information [redacted] provided. He removed the 24-hour access off [redacted]’s storage unit when it was found [redacted] continued to sleep and hang out at the U-Haul location. [redacted] also would return to the U-Haul storage location to use the electrical outlets to charge his phone. Our employees felt threatened and unsafe while he was on the property. [redacted] has used foul language and threatened [redacted] with bodily harm. A refund is not warranted in this situation.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: June 26. 2013 To Whom It May Concern;I am writing this letter in hopes that I will receive a reply, regarding the experience that I had with a U-Haul truck that I had rented.I will try and be brief, as I know it basically comes down to the facts.I was moving my family from [redacted] to [redacted]. Our journey started out on Sunday 6/16 , Fathers Day actually, late afternoon approx 6:00pm. We wanted to be through the desert during nighttime as we have animals that were moving with us and we know what heat can do to their health. Our truck broke down approx 1:00am in [redacted]. I contacted the number (listed on our documents), I was told that a repairman would be there within an hour. At approx 2:15am a gentleman showed up looked at the truck and said that another repairman would be out as it was an issue with the compressor on the cooling system. At 8:30am approx a gentleman showed up and repaired the truck within about 90 minutes. We were glad that it was fixed and headed out on our journey. Approx 35 miles from where we had broken down, the truck broke down again. I called the number once again and was told that a repairman would be out.It was 109 degrees outside and we waited for approx 3 hours before someone arrived. This time the gentleman did some meter testing and moved some wiring and said that we were good to go. We actually drove for about a mile and he followed us to make sure. All was good. We headed out once again. We arrived at [redacted] 130 miles where the truck broke down once again. I called the number and this time they stated that they would tow the truck back to [redacted] and have mechanic look at the truck. I instructed the gentleman I spoke to that I would like a new truck that I have about 1300 miles to go and my faith in this vehicle is gone. They looked at the truck and said that it was a wiring harness. I explained that if they could show me the broken harness which they could not determine that was the cause. Again assumption. they agreedDesired Settlement: I would appreciate that someone from Uhaul Corp Team would return my call, not having an online chat with a customer service representative. I would like to discuss this situation to see if we can come to a mutual agreement on the loss time, additional monies spent, inconvenience.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [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 she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced with the rental and advised her she would issue them a refund for not only the entire rental, but for extra hotel expenses they incurred. Ms. Navarro provided her fax number to fax the receipts.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [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 she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced with the rental and advised her she would issue them a refund for not only the entire rental, but for extra hotel expenses they incurred. Ms. Navarro provided her fax number to fax the receipts.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

June 10, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

October 24, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,