J.R.J. Tara Corporation

Review: On July 25, 2012, I rented a 17 foot UHaul truck from these people. It was a one way rental from Bowling Green, KY to Owensboro, KY. The salesperson went over the paperwork with me, explaining that the truck was starting with 1/2 tank of gas and that upon return, the fuel level needed to be at 1/2. I asked how I was supposed to know how much gas to put in the truck to bring it up to 1/2. She showed me a chart that was a part of my paperwork, that I was to use based on what the fuel gauge showed when I arrived at my destination. When I arrived in Owensboro, the gauge showed less than 1/8 of a tank. Using my chart, it showed I needed to pump 19 gallons of fuel to bring the tank back to 1/2. After pumping 15.989 gallons (at $3.399/gal or $30.00), I stopped, started the truck and it showed 3/4 tank of fuel on the gauge. I was very suprised. The 37 gallon tank read 1/2 when I started and 3/4 after pumping less than 16 gallons of fuel, and yet showed practically empty when I started fueling. I feel this was an intentional act to cheat me out of the extra $30.00 in gas. I took the truck to the drop off point, where the local UHaul guy noted the fuel level and gave me paperwork showing this. I told him what happened and he suggested I call them. I called the Bowling Green office and was told basically "tough", we don't refund for overage on fuel. True, the contract does say that, but I was merely going by what I was told to get the fuel level to the proper amount. They refused to credit me with the $30 even though it is all in writing that they knocked me off for an extra 9 gallons of fuel.Desired Settlement: I think my credit card should be credited for $30.00. They know the fuel level was 9 gallons more than the agreed amount.

Business

Response:

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

Theresa Jackson the Executive Assistant in our Madison, TN Regional Office spoke to Mr. [redacted] and informed him she would credit $30 to his credit card for the over fueling of the truck. The credit will appear on Mr. [redacted]' 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 bought a uhaul truck from the uhaul location in [redacted] in October of 2012. They told me they would mail me the plates but I have never received them. I've tried calling many times, left messages and no one ever returns my call. This last time I called I was told the manager was in, then transfer, then magically my call was disconnected. Then when I called right back the manager was no longer there...sounds like they disconnected me on purpose. I need those plates to use the truck for my business, this is costing me money. And they could care less.Desired Settlement: I want the plates for the truck ASAP. Alternatively they can refund me the entire cost of the truck for having the worst customer service EVER.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and addressed her concerns. She explained that there was a misunderstanding and since Ms. [redacted] had requested to have the title signed over to her and mailed to her directly, we were not able to provide the registration and plates. She also advised Ms. [redacted] she had issued her a check for $165.00 to cover the temporary registration fee and DMV registration fees. She should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: This was the email I wrote to the general manager at the U Haul location where I rented the truck. I received no response.I rented a truck from your UHaul store on Friday, May 31st. I arrived at 11:40am to pick up my truck at my scheduled 12pm time. However, when I got there I had to wait in line until 12:45pm. I was moving out of a high rise and only had a short window of time. Because it took so long to rent the truck, I had to push my move out time back. The customer service rep explained that I needed to have the truck back by 4:15pm. I proceeded to tell her that I wasn't going to be able to make that time because I had waited in line for an hour and now my move out time was later. She explained that it wasn't their fault and the trucks aren't guaranteed even when you have a reservation, which I don't understand. I could either rent the truck or walk away because she refused to extend the time. I don't understand this either. She told me you can rent a truck for as long as you need for the same price, you just pay mileage. I realize it was very busy that day, but it's not my fault that I had to wait so long and therefore had no choice but to return it later and then get charged for another truck as well as pay again for insurance, which makes no sense. When I returned the truck, once again, I tried to explain my situation to your customer service rep, who was not accommodating and just kept going over my bill. I asked why I owed twice for a truck that I can rent all day for the same price and why I was charged twice for insurance on the same truck. No explanation, other than that's just the way it is.I have rented from UHaul several times in the past and always had good experiences. I would like to continue using UHaul, but after my experience on Friday, I'm not sure I would. I feel the extra truck and insurance rental charges are very unfair and would like something done about these charges. Please let me know what can be done or who I need to speak with. Desired Settlement: I would like to be refunded the cost of the second truck rental and insurance.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office a refund for $33.95 was issued back to Ms. [redacted]’s [redacted] account on June 13th. The credit should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: U-Haul has a link on their website to [redacted], powered by U-Haul. The labor company never showed up as contracted.

We contracted with U-Haul for truck rental, which went very well. In conjunction, we used the [redacted] link provided by U-Haul to find labor to assist with our move. The contractor selected, [redacted], never showed up on the scheduled morning, never called, and would not answer their phones. We called U-Haul, and they said it was not their issue to resolve. If U-Haul is providing the link, and also supporting [redacted]Help, then they should have assisted. We were forced to find another vendor on [redacted]e day notice, more than doubling our expenses to move.Desired Settlement: [redacted] quoted us 80.00 for two movers for two hours time. The only other vendor we could find on [redacted]e day notice cost 190.00. I am looking to be reimbursed the delta of 110.00. I am not concerned about a refund of the truck rental, as that portion of the transaction went as promised.

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

June 21, 2013

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

Please be advised that [redacted] is not a part of the U-Haul Company. They can reach [redacted] at [redacted] to have their concerns addressed.

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.U-Haul is not being honest. They say [redacted]Help is a separate company, but in fact it is a subsidiary of U-Haul owned by U-Haul and [redacted], as shown in the domain name registry for [redacted]. I wish to continue with my complaint on this basis.

Regards,

Business

Response:

July 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding me Mr. [redacted]’s current comments.

Please be advised that [redacted]Help is its own legal entity with an account set up with the Revdex.com. Please redirect Mr. and Mrs. [redacted]’s concerns to that account for resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have a compliant on the miles I was charged in compliance to what was recorded in your system. I believe I was over charged for the miles I drove. Whom ever logged my mileage either falsified my miles by mistake or entered the data incorrectly. I have documentation proving the total miles I drove while using using the truck I reserved. The total miles I drove including the miles leaving and returning to the location to where I picked the truck, was a total of 12.4 miles. They entered in their system stating I drove a total of 44 miles!?

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

to have my account accredited the right amount for the correct usage.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of North Shore Chicago, followed up on the information Mr. [redacted]provided. She informed our office a refund for $24.65 was issued back to his Visa account in the interest of customer good faith. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I arranged for a UBox pod with about $4,000 worth of my belongings in it to be shipped from ** to [redacted], **. I was promised a delivery date of June 7th. The person who made this promise to me (it is recorded on our customer service phone call) was incorrect and it is now June 19th and my belongings are not here. I have called the company 5 or more times and visited to try to get information about where my things are, no one can give me an answer other than its in transit. I have been sleeping on a camping pad on my floor, using paper plates because I have none of my things. I no longer have my family here in town to help me unload this pod when and if it arrives, thus I will have to pay a couple hundred dollars for someone to help me lift things. I am reporting my belongings lost or stolen to the police.dI have filed 2 complaints with Uhaul, and the manager said he would refund me $68 of the $712 which I paid for this shipment. It has been over 1 week since that promise and the man had not yet reimbursed my account.

Product_Or_Service: UBox pod shippingDesired Settlement: DesiredSettlementID: Refund

I would like at least a partial refund for the shipping of my goods which are approaching 2 weeks late. If my belongings are never found, I would like them to pay for the value of all that they lost.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office the U-Box was slightly delayed but was in fact delivered to Ms. [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: After so many phone calls and follow-ups (sometime disconnecting of phones),I have made a decision to complaint about the Uhaul service that I have booked to move my apartment from [redacted], [redacted] to [redacted], ** using Uhual Ubox. My rental agreement mentioned that "estimated one-way shipping time of 10 business days after I request the box to be shipped". On August 31, 2013 I packed my stuff into Box at Uhaul [redacted] location and requested for shipping immediately. After 5 business days I wanted to track my shipment by calling the Uhual customer service, I was shocked by the findings that my Ubox was not shipped and is sitting in the warehouse in [redacted]. The customer rep immediately sent a note to the store location and alerted them. He told me to expect a call for the payment (even though the contract mentioned that payment for the shipment will only be collected at the time of delivery), I was ready to take the call and pay the shipment money. But no call next day I called again and spoke with another representative, she too enquired the store and told that I should receive a call by end of the day for payment, I was ready. Day 3 same story. Day 4, I have asked representative what was going on with my shipment and told that I had to cancel on movers due to delayed shipment. He kept me on hold and found that store manager did not communicate the information to anyone and went on for a surgery. He too told me to expect a call by end of the day for payment. I was little skeptical and was not prepared this time. Surprising, I got the call and asked for the payment information. I told to give a call in the evening as I had meetings all day and will not be able to take the call during office hours. No call again. Today (Day 5) I called the representative twice and asked to connect to the store manager. They replied that store number is busy for now; someone will call you shortly, but no call till now (2:24 PM). I tried to reach another customer service number (direct number given by represent during my previous calls) it was hold then ringed, ringed and died off. Now, I am really scared and frustrated what will happen to my shipment. By Monday (9/16/2013) the promised 10 business days will complete and till now my Ubox is sitting in [redacted]. Please help me in resolving my issue and compensate for the man hours wasted in calling, cancelling the movers and the frustration, agony going by my whole family.Desired Settlement: Please help me in resolving my issue to deliver Ubox as soon as possible and compensate for the man hours wasted in calling, cancelling the movers and the frustration, agony going thrugh by my whole family.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent her the following email:

Mr. [redacted], We are in receipt of your concern and sincerely apologize for the break down in communication of your box shipment. The box has been shipped and is enroute to you. Once the box is received on your end we will offer compensation to you for shipping delay. I will follow up and once delivery is made we will be in contact with a final resolution. We appreciate your business and again apologize for this issue. Thank you, Jami

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 28 September 2013, I rented 2 dollies from U-Haul, on 1 October, I was charged $14.66 twice for the same rental, it was then reversed. On 3 October I was charged $117.27 by the same company, I called them and they said I had not returned the dollies which is a lie, they reversed the charge 3 days later and stated they had made a mistake. On 8 October, they again charged my account $307.82 for no reasons since I had not done any businesses with them.

Product_Or_Service: Dollies

Order_Number: None

Account_Number: NoneDesired Settlement: DesiredSettlementID: Refund

That the charge for $307.82 be refunded immediately since it appears to me to be common practices. Additionally, other customers be warned about U-HAUL fraudulent practices.

Business

Response:

October 11, 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 $307.82 was issued back to Mr. [redacted]s [redacted]a account on October 9th. The refund 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: A ubox was loaded with my personal belongings in Seattle, WA on November 7th. It was supposed to then be sent to San Diego, CA within 9 business days. I contacted uhaul the week of November 18th to find out about my ubox. I had to make several phone calls over a two-day period to get someone to respond to my phone calls. I finally found out that my ubox hadn't left Seattle yet because there was some paperwork required for California that I hadn't been told about. Supposedly my ubox was supposed to leave that day. I was told that my ubox would be in San Diego by Dec 5th. I have tried to contact [redacted], [redacted]'s boss, [redacted] the manager of the store that was involved with the ubox being sent out, and the regional office with no return calls. At this point I don't know if and/or when my box ever left Seattle or when it is expected to be delivered for sure. I'm also pretty upset that I paid over $1,400 for a service that I didn't receive but I can't get any response from anyone to talk about this issue. I'm worried at this point as to whether my ubox has been lost or not.Desired Settlement: I would like to be contacted as to where my ubox is, when it will be delivered and a total refund of the money I have paid since what was supposed to be done wasn't and I have not been able to line out anything about it.

Business

Response:

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Seattle regional office, followed up on the information Ms. [redacted] provided. She informed our office messages have been left for Ms. [redacted] as well as an email sent to her requesting contact back to discuss her concerns. She was advised they are willing to offer a 20% discount off the shipping fee and would not charge her for December rent. She hopes to hear back from Ms. [redacted] soon.

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

Sincerely,

Executive Assistant

U-Haul International

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,

One of the reasons I don't accept this is because I did email [redacted] back the very next morning after receiving her email. I replied to her email and also put in her personal email address. I have proof of that if needed.

Receiving my personal belongings 3 weeks later than it was supposed to happen is not acceptable and I want a full refund. This is not negotiable for me. That and the fact that I didn't get any customer service on top of it is unacceptable.

Business

Response:

December 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of SE Seattle, reviewed the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email advising her of a refund for 50% of her rental, or $707. She also made sure that December rent was covered. She mentioned the U-Box was received on December 9th and emptied on December 10th.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I don't feel a 50% refund is enough for how long it took for me to get my belongings. I think it should be at least 75%.

Review: Hi,

After using the U-Haul services I was asked by an employee at the store to submit a compliment of their services online. Little did I know my name would be published online. Your company has published my name online WITHOUT my permission. Had I known my name would have been published online with my comment, I would have not given my name. There was no description at the comment site that my name would be published online. I have asked repeatedly over the past couple of years that this be removed from the internet. I want my name REMOVED from your website. I sent an email on November 11, 2013 requesting my name be deleted from your company's website but NO ONE ANSWERED to my message. Here it was below:

Hi We* Feedback,

I really want my name removed from your site!

Whenever I had filled out the compliments form, I had no idea it would be published online. That detail was not disclosed. I would like my comment and my name removed, please. Looking forward to your response.

Here is my comment:

[redacted] on 2/8/2011

Rating: 5 out of 5 stars

Please check [redacted] for my thorough review as it exceeds the maximum 200 character limit here. Kind Regards, [redacted]Desired Settlement: I WANT MY NAME REMOVED FROM YOUR WEBSITE AND FROM YOUR COMPANY. HERE IS THE LINK TO WHERE IT CAN BE FOUND: [redacted]

Business

Response:

February 26, 2014

BB* ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted our We* Team and was informed Ms. [redacted]’s name and comment have been deleted.

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.

Hi, My name still appears here: [redacted]

if this site is not associated with UHaul it doesn't matter because it was through UHual that it was able to acquire my name without permission.

Please remove it. I cannot accept business response until my name is totally removed from all things Uhaul-related.

Reviews for U-Haul Moving & Storage at S Capitol St SW - eMove

Regards,

Business

Response:

March 3, 2014

BB* ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Customer Advocate-Program Manager advised me Ms. [redacted]’s name was removed from her review that she had submitted herself. Only the first name and last initial appear, which were automatically generated when she created the review. We are in compliance with her request since her name has been removed.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a u-haul from a dealer called Accessories unlimited in washington,mo and they refused to refund me my money on my milage I paid for 20 miles and only used 9 of those 20 miles I paid for it states in the contract that they will refund you what ever miliage that you don't use. than they charged me for using the funture pads and dolley I never once used them as I had 8 people helping me move and I was the one loading the truck so I know the dolley and pads where never used. I called them to see if they would refund me my money and the lady I talked to at the St.louis office started yelling at me. than I started getting upset. I also told them I wanted a 26 foot uhaul but they refused to give me what I wanted and would only rent to me a 20 foot truck. I know I will never use uhaul again. I will use a different moving truck place. Because of the service I had with uhaul. I rented the truck on 4-4-2014 at 9:15 am is when I picked it up with my boyfriend. they said the moving blankets where used and the dolley was used cause the seal was broken but I know no one touched them so I would like my money back on this.Desired Settlement: I would like to have a refund of my money.

Business

Response:

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

[redacted], our President for our St. Louis regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her the following email:

Hello [redacted], I received a copy of the letter you sent to the Revdex.com regarding your recent rental. I looked into it and just want to let you know what I found out. Upon dispatch of the equipment, we estimated 20 miles would be used. Your card was "authorized" for $85.34, but no charges were colllected by U-Haul. Upon return, you had driven just 9 miles, so that was all the mileage you were actually "charged". The total put on the card upon return was $81.98, which is all that we collected from you. The initial authorization od $85.34 was released at that time and by now, your bank should have returned that available credit to your account. I also saw that you were charged $10 for use of the dolly and pads. You claim to have not used these items, so I have asked for a credit to be issued to your Visa ending in 0453 to be issued today. You should see that post within the next few days. All other charges are indeed correct. Thank you for your business and for bringing this matter to my attention. If you have any questions, please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Company of St. Louis

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

Sincerely,

Executive Assistant

U-Haul International

Review: I went to clear out my storage unit and was told by the new General Manager, [redacted], that I was unable to be granted access to my unit due to my "balance" due and that I should have called them ahead of time. When I told him of my busy schedule in the medical field, he had the audacity to tell me that he has the time to make a phone call in his 14 hour day shifts. I have been routed and rerouted by various customer service representatives who have no ability to put me in touch with someone in charge who can remedy this matter. I am not going to pay for a unit that I have no intention of utilizing nor was it appropriate to be denied access to a room that I was volunteerily attempting to clear out.Desired Settlement: I would like an apology from Mr. Airline as well as a credit for the hardship caused by not being able to access my belongings.

Business

Response:

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

[redacted], our Executive Assistant for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of a refund for the month of May that she recently paid, that would be issued as soon as she moves out of her storage unit. Mr. [redacted] personally counseled with our U-Haul staff to ensure proper procedures are being followed locally and prevent the situation from happening again. Ms. [redacted] was provided with his telephone number to be notified when the move out is done.

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 billed for services that I am not responsible to pay. I had sent 2 letters to them stating that they were not to bill me or use my credit card. I also called them and talked to the manager directly. The posting dates were 12/15 2013 for $446.40 and 1/31/14 for 193.20.Desired Settlement: DesiredSettlementID: Refund

credit memo needs to be issued for the billing.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding [redacted] concerns to our office.

[redacted], our Field Manager for our Southern Washington regional office, followed up on the information [redacted] provided. She advised our office that on the morning of January 31, 2014 she received a call from [redacted] stating his credit card was being used on a storage account and requested a refund. [redacted] relayed that his name was not on the contract and she could not provide him with any information on the account. She requested the person on the storage account, [redacted], call her. [redacted] stated he would not do this, he would take other measures and disconnected the call.

[redacted] added that currently [redacted] is delinquent on her storage account and has a balance of $599.60 owed. The credit card on file is being declined and an auction notification letter was sent. An auction of the storage unit is set for June. [redacted] should contact [redacted] in regards to her storage account and to address the credit card issue. She can be reached toll free at ###-###-#### or direct at ###-###-####.

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.

Two letters were sent to U-Haul identifying myself as the credit card holder and that U-Haul usage of the credit card was not authorized fpr the disputed charges.

I am not a party to the contract with U-Haul.

Regards,

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#; [redacted]

Thank you for forwarding [redacted] recent comments to our office for review.

[redacted], our Executive Assistant for our Southern Washington Regional Office, reviewed the information [redacted] provided. She relayed that [redacted] has been advised multiple times, since his name is not on the rental agreement, we are unable to discuss the storage account with him. We have attempted to reach our customer, [redacted], but have been unsuccessful. [redacted] our Field Manager, also asked [redacted] to have [redacted] contact us to discuss the situation, however he refused. At this point we are still unable to provide [redacted] with any information on the storage account. [redacted] mentioned that the storage unit in question is due to be auctioned on October 7, 2014.

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: U hall is not telling the truth.they have my credit card on file and over charged me, then took the truck and my things. I do not owe them any money. they never tried to contact me, only after I left three messages asking them to tell me what they did with my belongings .I attempted to contact them three times before they responded to me. After several days past they They left a message telling me that they had my things and I needed to come and get them I explained that I did not have a truck to pick my things this why I rented the U hall in the first place . They never offed me the option of renting it for one more day to unload my things. U-hall just told me to come and unload it right away our they would unload it into a a U hall storage. The storage was very far from my home witch made it even more difficult. They over charged me and lied to me. I kept in good contact with U hall I called U hall to let them know that I was late bringing the truck because I lost the keys. They gave me no assistance and told me it was my problem. I had to find a lock smith who could come out and make a key on my own which took time. I had to pay 600 dollars Just to have a key made. U hall could have assisted me with it . At that time U hall said they would renew my contract and allow me to bring the truck back on Tuesday. U hall lied to me and came and took the truck and charged me for the day they took it not allowing me to unload it. U hall damaged some of my things and several items are missing .Desired Settlement: I want compensation for my time, damaged and missing property. Also I want Help moving my thing s to my home.

Business

Response:

March 26, 2015Revdex.com ID#: [redacted], [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] recent information to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted] recent objection. She relayed they gave Ms. [redacted] plenty of time to unload her belongings from the U-Haul truck until it became necessary for U-Haul to remove her belongings and free our truck. Ms. [redacted] also mentioned Ms. [redacted] had the entire ignition replaced in the U-Haul truck instead of just having a new key made, which is why she had the $600 expense. Please be advised that our decision in the matter remains the same.Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a truck 1/31/2015 and purchased roadside assistance insurance which cost me 43.00 dollars.in the process of moving thier was an incident. where the truck became wedge in between the street and drive way...the excle was off the ground.which caused me to become stuck..when I called roadside assistance they stated tow was not included in insurance..which I was not advised of when insurance was purchased..I called the company and they told me to call roadside back..I called several times and finally got with a rep who told me they could not help.I called the store back and a agent told me they dealt with this before,and they would make a promisory note to advide additional charges ,until the truck was recieved..after being told I would be contacted once the truck was picked up from the pound to review the additional charges...I didnt find out the truck was recieved.. until the card I had on file for the previous purchase was debit without my knowledge for $504.57. I didnt authorized this transaction! im extreamlly upset and want my money back..please help me. thanks

Product_Or_Service: U-HAUL TRUCKDesired Settlement: DesiredSettlementID: Refund

I would like to recieve the amount debit from my bank account without my authorization 504.57.. due to me not knowing if the truck need towing, it would not be covered under roadside assistance I purchased..I paid 43.00 for the insurance.and I fell like I was cheated and fruad! they could have told me what was included in roadside assistance.

Business

Response:

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that the issue Ms. [redacted] experienced is considered driver error. There was nothing mechanically wrong with the U-Haul equipment, therefore, the truck becoming "wedged in between the street and the driveway" is the customer’s responsibility along with any expense to get it towed out. Our Emergency Road Assistance advised Ms. [redacted] that she was responsible for the towing expense and our GM also relayed the tow bill would be added to her rental.

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 wasn't told that with purchasing roadside assistance towing wasn't includes. That's part of the main reason's, while peoples buy roadside assistance to prevent extra money out of pocket! If a emergency occur. After all it's a rental vehicle it should be covered. I've never Heard of a company that don't include roadside assistance without towing .And I wasn't told that if the truck hatch get stuck it was my fault! Uhaul is a scam company!

Regards,

Business

Response:

March 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we do provide towing if our truck experiences a mechanical breakdown. Getting the truck stuck is not a mechanical issue, but driver error, therefore, the towing would not be covered by U-Haul. Our GM at our U-Haul Moving and Storage at Rutledge advised our office Ms. [redacted] came to our Center the same evening the truck was retrieved from the impound lot with the original key to the truck. A new key had already been cut in order to retrieve the truck that morning. The truck was checked in upon return per company policy and impound fees were added. Our GM relayed that Ms. [redacted] stated she had no problem paying the fees and wanted to know the amount. A receipt was printed for her with the charges. She did not disputed the charges, however, she was upset that the charges were applied to her credit card. She walked out of our Center saying she would dispute the charges with her bank.

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: They have shady business practices!! I was told by a chick name [redacted] that my late fees($20 late and $50 admin fee) would be waived if I signed up for auto pay. She promised my card wouldn't be charged until Monday when the manager [redacted] was around to waive the late fee. I trusted her and gave her my debit card number. Well she charged my card for the full amount the same or the next day! I was LIVID!!! When I contacted [redacted] that Monday he totally understood why I was angry and said he would put the difference back on my debit card. He never did it, so I had to follow up with him. I got the run around! Later I was told to contact [redacted] because he was the only one how had the authority to remove the admin fee on my account. [redacted] was rude and very unprofessional. As if I was bothering him with my concern. It was never addressed! sDesired Settlement: I want the $70 refunded to me asap!!!

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM at our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but the call went directly to her voicemail. He left a message explaining he issued her a refund for $70 as requested. She should receive the check for $70 within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International