J.R.J. Tara Corporation

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, I surprisingly found out that one of unit had been burglarized and the lock that I had originally placed on it had been replaced by another lock that of course was not mine , because of course the key did not fit , I immediately contacted the manager of the facility Ms [redacted] who was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

Business

Response:

August 8, 2013

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

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Sincerely,

Business

Response:

August 12, 2013

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

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

Thank you again for allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International.

Consumer

Response:

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

Regards,

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

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

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

October 3, 2013

Revdex.com ID#: 9734595

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

Regards,

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

Business

Response:

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I had rented a U-haul 26' rental truck from 9/28-9/29. It was not working road or rental sound. The truck had no working emergency brake and no working headlights, which was not discovered until after vehicle inspection and vehicle rental was already in use by myself. Was trying to move 2nd and last load after dark and was unable to complete move due to non working headlights, which I discovered did not work until after dark and offices were closed. Had to postpone moving, lost work due to move and other person also lost work and had to complete move on the next day entirely. I was not able to go to school, my kids were not able to go to school and the other person and I were unable to go to work as all household items were packed in a truck we couldn't move due to non-working lights. The truck itself was not road safe and should not have ever been rented out. Also, engine was needing repairs and had not been maintained, I learned, only after returning truck to rental location. Also, upon trying to call roadside assistance, no answer and they did not return my call that night nor for 2 business days. At which time I informed them they were a bit late and not needed further.Desired Settlement: refund of original rental and reimburse for lost wages of myself and other person that lost work due to malfunctioning truck rental. Total; $88.77 rental and lost wages for myself, $150.00. For other person whom was affected:$250.00. total:refund to credit card, original billing of truck rental. Check for lost wages $400.00

Business

Response:

October 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Ms[redacted]provided. A refund for $94.57 was issued back to her [redacted]a account as an adjustment on her rental and should post on her next credit card statement. We also researched calls into our Emergency Road Assistance line and could not confirm a call from Ms[redacted] As with anything mechanical, when a problem arise it will be when in use. Please be advised that U-Haul is a do-it-yourself moving company, therefore we cannot be responsible for personal commitments.

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 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>

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

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

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

Business

Response:

July 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted by our Center GM. Mr. [redacted] relayed he went to our [redacted] U-Haul location and was able to get the repairs done to his vehicle.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a van for moving items from [redacted],** to [redacted],**. I asked to be able to return the vehicle to a location close to [redacted],**. there wasn't a close location in [redacted] only in [redacted]. however the clerk wrote up the rental to return to [redacted],**. I was charged double mileage and the inconvenience of having to return to [redacted]. to make matters worse their customer service at u haul headquarters was completely belligerent and refused to make any accommodations.Desired Settlement: only be charged the one way rental fee.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the charges to him. She assured him he was provided the lowest and best rate. She explained the one-way rate for a cargo van to [redacted] would have been a total of $149.35, which is $7.09 more than what he paid. Mr. [redacted] stated he would like to pay the remaining balance of his rental and will call our Collections Department to make payment.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 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: 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: 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 went to the uhaul location to pick up a reservation,at that time I added a dolly. they didn't tell me that they gave me a out of town truck nor did they tell me I would need to grab my own dolly from them... I left got to the location to move and see no dolly in the truck where theyd normally be. I called immediately and was told with an attitude 'well maam JUST COME BACK AND GET IT"! I explained that our car wasn't big enough to fit the dolly. more attitude. we had to drive the uhaul 2 more trips intown which costed us gas and miles toward our reservation. they gave me attitude when I went to pick it up and more attitude when I dropped offthe keys... just nasty people and ill never go back.I also was charged more than quoted and I believe the extra miles was the cause ... I also called uhaul customerservice and was told a manager would contact me and NEVER got a call! just bad service all around!Desired Settlement: REFUND

Business

Response:

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International