J.R.J. Tara Corporation

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: I drove this location the week before and saw a big sign on the side of a small moving truck stating quotRent This Truck for $19.95 a Dayquot. I thought this is really cool. I have a load of trash to take to the dump and another full load to drop off at Goodwill. Instead of bothering a friend I can rent the truck for 1 day for 19.99 and add another $10 to $15 for gas and the whole day will cost me about $35.00 give or take. Yeah right, that is where the deceptive advertising or bait and switch depending on which term you prefer comes in. Now we add the following, none of which are printed on the big advertisement of course. First is the $43.61 for mileage (49 miles) which isnapost advertised. Then I find to insure the vehicle is another $14.00 which also is strangely missing from the ad as well. Add another $5.49 in tax of course and I am now up to $83.05. Add the $10 in gas and my planned $35.00 rental is now $93.05 or $58.05 more than advertised. I went ahead and completed the transaction but will never make this mistake again. I also left a small amount of dirt on the floor from the roots of a small pine I had pulled up, about the same amount of dirt you could leave from your boots on a muddy day. They hit me for a $25 cleaning charge of course and added another $1.75 in tax which raised my total to $110.80. Since it probably took a guy 10 minutes to clean the small mess my rental now works out to $150.00 an hour for cleaning, they must pay their employees really, really well!! I wDesired Settlement: I would like to be refunded for the amount above the $19.95 advertised. I understand the fuel is my end but the charges above the advertised $19.95 are unacceptable.

Business

Response:

January 15, 2013

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

Mr. Thomas Neill, our President for the U-Haul Company of NM, followed up on the information Mr. [redacted]l provided. He informed our office that they applied a charge for only one rental period and issued a refund for the balance of the charges. The refund for $89.46 was issued back to Mr. [redacted]l’s Visa account and should post on his next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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: Uhaul rented me a trailer with 2 dry rotted tires that blew out while driving causing us to almost wreck our car with our baby in it. When I called I was told that I made it a couple hundred miles and that it wasn't a big deal.Desired Settlement: I would like a refund for being rented dangerous, faulty equipment.

Business

Response:

July 9, 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 NW OH, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Mr. [redacted] and they were able to reach an amicable resolution. She issued a refund for $100 as an adjustment on their rental along with a VIP Certificate for $50 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 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: 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: My in-laws had purchased a Class III receiver along w/installation for their car. Initially they were told there were no Class III receivers in stock & one would be ordered. A week later they got a call that it was in & an appointment was made to have it installed last Saturday 6/7. Not knowing the difference in receiver sizes, they paid & left assuming that a Class III receiver was installed. With inspection from my husband, it was found out that really a Class II receiver was installed on their vehicle, which is only 1 1/4" & we need a 2" receiver. My father in law, [redacted], called U-Haul about this issue last Thursday (6/12) & spoke to a girl at the call center (he, unfortunately, did not get her name). He explained to her that the Cargo rack they purchased for the car needs a 2" Class III receiver & that's not what was installed. She was in-excusably rude to him over the phone & repeatedly told him that he didn't know what he was talking about, receiver size didn't matter - only weight mattered. As frustrating as this was to him, she rudely hung up the phone on him abruptly when he kept trying to explain that the cargo rack will only fit into a Class III receiver. Great customer service! I decided to call back for him about 20 minutes later to re-explain the situation, since he was shook up from their previous conversation & obviously the CSR he talked to was lacking key parts of the problem. I spoke to a different CSR who assured me that he was going to give the location a message & they would get back to me by the end of the day. I didn't hear anything Thurs, Fri, Sat or Sun. I again called back on Mon (6/16) & spoke to another CSR - who in turn apologized that I never received a call back last week and assured me that the General Manager at [redacted] would promptly get back to me within 30-60 minutes. He never responded. Called Tues, spoke to CSR (Margo), who again took message and said I'd hear back and I still have NOT. 3 different attempts have been made to fix problem, all failed.Desired Settlement: Want incorrect Class II receiver removed and correct Class III receiver installed at no extra charge, since this was initially U-Hauls mistake.

Business

Response:

June 25, 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 Northeastern Pennsylvania regional office, followed up on the information Mr. [redacted] provided. He informed our office there seemed to be a communication error and he did contact Mr. [redacted] to discuss his concerns. Mr. [redacted] offered his apology and explained he is having a Class III hitch ordered and installed for Mr. [redacted] at no additional cost.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I 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 rented a 10' Uhaul truck and agreed to pay for the rental fee and mileage. After returning the rental truck my contract was modified.

My contract was modified to include a $5.00 fee for furniture pads. I never requested or used furniture pads. My credit card was fraudulently charged $5.00 + tax ($5.35 total) for the furniture pads. I never agreed to pay for furniture pads.Desired Settlement: I want $5.35 refunded to my credit card or a check sent to me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Our records indicate credits for $5 and $1 were issued back to Ms. [redacted]’s [redacted] account on June 28th. The credits 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and am thankful that a resolution was reached. Unfortunately I had to go back to the Uhaul store and complain to the manager in order to get a credit. You should allow your customer service reps to process credits over the phone, especially when it is employee fault. I will definitely take this into consideration the next time that I choose to rent a vehicle.

Regards,

I am not a person who likes to complain. I always try to keep calm and lower my expectations regarding customer service at any place. After all, this is Northern VA and people cannot pay the bills doing one job so they are always under stress and cannot provide good customer service. That said, I have never been more disrespected at any facility as I was treated at U-Haul Falls Church on Saturday 04/26/2014.
It began when my girlfriend made the reservation. She reserved a dolly along with the truck; however, when we arrived for pick up they did not have the dolly. I did not even hear an apology. I understand that it is a Saturday and it is extremely busy for them. I overlooked that part and was ready to drive off to move to my new place.
The truck had graffiti all over the side, sure maybe it has been to a bad neighborhood, who cares? I am not buying the truck. I drove off and noticed that the truck does not shift very well. I am not a mechanic but it was bad. Well, they are busy and it is driving me from point A to point B so that's fine.
I arrived to the place and turned off the truck; bear in mind the truck was on when I drove it out of the lot. Fast forward, the truck is loaded. I try to start the car and it is not starting. We called the roadside assistance and were greeted by Lori (Sp?). She was not the type of a person who wanted to hear what you want to say, but whatever, help me and I am happy that you delivered. You can give me attitude I don't care but just do your job right. She gave me "the attitude" but she delivered. Fairfax Towing showed up about 60 minutes after. [redacted], a wonderful man who was working on his birthday that day, apologized profusely and stated that the battery was very old and we shouldn't even turn off the car again. He said U-Haul should not have provided us with this vehicle.
So, here I am an hour and 15 minutes after the fact trying to unload a truck and it is wasting gas like nothing else. I left it on the entire time we were unloading as per the mechanics instructions. I was livid because moving is stressful and I was not expecting that to happen on top.
I drove back to the store later and decided to fill the truck up with gas in the Citgo across from the U-Haul store on Broad Street just in case it does not start again. So I turned it off and was gambling but it is across the street. It worked, however I wasted so much money burning gas as the truck was on the entire time I was unloading the truck.
When I went back to the store, everyone seemed indifferent about the problem. In actuality they were rude. They told me it happens all the time and there is nothing I can do about it. Wow! "Making Moving Easier" was not applicable today. I don't know what U-Haul will do to make this right. But I don't expect them to even care.
Thank you for reminding how awful customer service can be!!!

Review: I had a storage payment due so I called in to pay it over the phone. I came to find that I was at some point "I" was put on auto pay which I did NOT authorize. So in order to save myself an overdraft fee with that account I asked them to stop that payment & payed with a different account. After basically being called a liar several times & was hung up on (I called back & was told that, That too was "MY" fault) they told me it was all taken care of.. so 2 days later I'm out buying a few groceries for supper & my card is declined.. Humph!?? Turns out they DID charge BOTH accounts even though it was "taken care of"... So I call them u & speak with the manager & since she cant credit the dollar amount of the overdrafts she credits both payments back into BOTH accounts. GREAT!! AWESOME! Thank her for doing her best to make it right.. so I went out & spent a few dollars on supper that night, no big deal right? Turns out that @ some oint through the night U-Haul charges my account AGAIN, & I have another negative balance in my bank Plus ANOTHER over draft fee.. I called the manager up right away in morning (as far as I know she doesnt even check her comuters) tells me that this sinario is imossible, they have not charged my account, I need to have my bank call her.. Hey lady I'm sorry but when & how often has a bank statement ever lied to someone? NEVER! Thats when! So now I am waiting for my bank to open so they can call her. I'm sure miss manager will try telling my bank they are wrong as well... We shall see.. One other thing when we first called to get a quote for shipping a U-Box, we were quoted at a great rice $1200 from WI to AZ (we move ALOT & this is an excellent price) thats why we chose this method. called them u to let them know that we were ready for our ox the rice is now $2200. I ask why it so diffent from our original quote.. turns out thet need a credit card to hold that quote but we were not told this or anything of the sort at the time.. so movers beware, cover ALL angles ask?s!! &Desired Settlement: All I want is a COMPLETE refund for ALL charges to my accounts including overdraft fees & OTHER fees we were charged for by our banks.. we are returning/repeatative customers we deserve better treatment than this. I am not asking for this, but unless they go above & beyond THIS simple reconsiliation, they will NOT see our buisness ever again..Thank-you.

Business

Response:

December 11, 2012

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

Ms. Penni Narlock, our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Mrs. [redacted] provided. She sent Mrs. [redacted] the following email:

[redacted], I have received your complaint and I wanted to touch base with you to try to get this situation resolved for you. I reviewed your complaint and your storage U-Box account you have with us at our 522 W. Platte Dr. location. It is my understanding that your credit card was charged and caused you some inconvenience. I sincerely apologize for this misunderstanding, that location was under the impression that you wanted to be on our auto pay program which ensures timely payments for both your side and ours. The charges in question both have been refunded back to you but unfortunately when any business does a refund to a credit card it can take the customers bank 3-5 days in order for it to get applied to that persons account. I did speak with the manager at this location and she stated that she had a conference call with you and your bank on Dec 7th and your bank verified that you were only charged once on the Master Card. There are 2 credits on your storage account, one to your Master Card for $73.80 (your bank did state that the refund would be credited back to your account by Tuesday) and one to your Visa for $73.80 and then the manager did issue a VIP coupon for $73.80 to your account as compensation for your Dec rent. This gave you 1 month free rent which should of covered any overdraft fees you possibly occurred. As for the U-Box quote to Arizona, they can change all the time due to supply and demand just like any truck rental. The rate you were quoted on 12/3/12 was $2100 for 1 U-Box oneway to Arizona. Considering the 1 month free on the U-Box rent plus the 2 refunds back to your cards we feel this has more than covered your desired settlement. We do apologize for the inconvenience of all this but there will not be any additional amount refunded. Respectfully, Penni Narlock Executive Assistant U-Haul Co. Western Wisconsin

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

[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 went online to reserve a U-Haul truck 5 days in advance. U-Haul calls within five minutes and says their nearest truck is 15 to 20 miles from my location, this could add $30.00 to $40.00 to my bill. I declined this offer. I drive past many U-Haul truck lots daily, some within 5 miles, these lots almost always have trucks on them trucks of different sizes. U-Haul is telling its customers they don't have trucks close to their location in order to increase driven mileage and to ramp up the rental cost. This is a scam perpetrated on the unaware consumer and should be brought to light, complained about and hopefully make U-Haul a honest company. The following is posted on the U-Haul checkout page,, $50 reservation guarantee When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50.Desired Settlement: compensation of $50 as stated by U-Haul

Business

Response:

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

[redacted], our Executive Assistant for our Northern Indiana and South Cook Counties Regional Office, followed up on the information Ms. [redacted] provided. She informed our office they have made attempts to contact Ms. [redacted] but have not received a return call. She did go ahead and issue a refund for the $50 Reservation Guarantee Fee back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I would like to thank you for the action you have taken and I sincerely hope any future business with your company will result with complete sucess.

Regards,

Review: Uhaul charged me a fuel fill up service fee of 30.00 plus the cost of fuel for not refilling back to 11/16 vs. 9/16. I don't agree with it, but at least I was made aware of it upon picking up the truck. As a result, I'm not disputing the charge. On another point, Uhaul charged me a cleaning fee of 25.00 plus tax for not folding the moving pads. This was not disclosed to me upon signing the paperwork to rent the vehicle like the fuel disclosures were. The store claims that there is signage in the back of the truck, but I never saw it. If I was made aware of this up front, I would have complied or accepted the cleaning fee without filing a complaint.

Last but not least, I reserved a truck online. When I went to the location to pickup the truck, they could not accommodate my reservation because the customer they were expecting to return the truck had not returned it on time. After a long delay and throwing me severely behind schedule, the lady in the store asked me to go to another location which to me was a breach in the reservation guarantee listed below.

Uhaul reservation guarantee verbiage:

Your U-Haul reservation is guaranteed!

When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.

Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50.Desired Settlement: I would like a billing adjustment for 75.57:

25.57 for the cleaning fee and tax

50.00 for not honoring my reservation

Business

Response:

November 3, 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 Central Alabama regional office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a refund 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

Consumer

Response:

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

Regards,

Review: 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: 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 dropped 2 U-boxes at the Wilmington DE location on 4/26 and they were not shipped until 5/12.

I had to call multiple times to find out what was going on, and finally I was told that the "Gypsy Moth Form" had to be submitted in person instead of online. I had already submitted the form online the same day I received the order from U-Haul. Just in case I did it again online the day the boxes were dropped at the U-Haul location. I also printed out a copy and offered it to the movers hired through U-Haul and they said it was not necessary if I did it online.

I started calling on 5/6 after driving to California to my new home to find out the status of the orders and that's when I found out that the boxes had not shipped. I was told they did not receive a BOL and therefore the boxes couldn't be shipped. After many phone calls to many phone numbers, I figured out that the BOL was not issued because the Gypsy Moth form was missing from the order. I was told that the form for California specifically had to be submitted as a hardcopy. That same day, my wife who is still back in Delaware, drove to the location with the printed and signed form and turned it in. I called again and I was told that the form was being typed in the system from the hardcopy we provided. After a few more days and a few more calls, I got an email from the Phoenix office letting me know that they did not have the form, so we informed Morgan Smith that we had already turned in a written and signed form in Delaware and done the online form a couple of times.

We were finally told that the boxes were shipped on 5/12 and they should arrive by 5/22. The original arrival date was 5/10. I had requested vacations from work to be back online by 5/12 after receiving my things on 5/10. I am working sitting on a folding chair and sleeping on an inflatable mattress. It would have been okay for a couple of days, but I am looking at a couple of weeks more like this and it is not acceptable.

I registered a complaint with U-Haul and I got the manager from the Wilmington location calling me and letting me know that I should have never expected to get the boxes by 5/10 as the initial contract and emails informed me. He said that the boxes take 14 business days and not even from the day that they are dropped off at the location, but rather from the day they are picked up. He estimated that I will get the boxes on 5/22. I was initially told 10 days, but I cannot find it in writing. It happens that the boxes are picked up on Tuesdays at that location. So, somehow I should have known that or I should have been told that. The system estimated 5/10 which matches my calculations, but not the person I talked to in Delaware.

Drop off date: 4/26

+ 10 business days not counting Saturdays: 5/9

+ 14 business days not counting Saturdays: 5/15

+ 10 business days counting Saturdays: 5/8

+ 14 business days counting Saturdays: 5/13

So, as you can see even in the worst case scenario, I would have been working from the 12th to the 15th without my office furniture and bed. At this point, I cannot even get anybody at U-Haul to tell me where the boxes are or when they are going to arrive. I am not that young anymore, so sleeping on an inflatable mattress starting to have health consequences and working without my ergonomic chair for 8 or 10 hours per day does too. I have also been eating out because I don't have my kitchen equipment.

I had already made the initial deposits for the moving when I ordered in 3/30. Then, I paid a deposit for each UBox contracted. When the shipment was made, I was automatically -and without being asked- charged the full amount of the transaction on the credit card they had online. I was lucky to have sufficient funds on that account, since it was not the one I intended to use for the final payment.

After many more phone calls, I have registered a complaint with U-Haul, but I have not been contacted yet with the outcome of the complaint or an estimated arrival date. I called to let them know that, so a new complaint was registered and I was promised again to be contacted and informed of the status of my order. I am registering this complaint because I have lost hope of getting accurate information from U-Haul at this point.Desired Settlement: Since this is not the service I contracted, I expect to get an adjustment on the total amount paid or a complete reimbursement. If I would have know that it would take this long, I would have rather give the business to another company and avoid all the hardship caused by U-Haul. I could have also hired a cheaper moving service that could have taken this long or have the low-level service I have received so far.

Business

Response:

May 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed the delivery of the U-Boxes and a refund.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am communicating with [redacted] as stated in the previous email, but we have not reached a resolution yet. I will send an update as soon as I see any concrete evidence of the resolution proposed by U-Haul regarding this issue. So far I heard that U-Haul intents to refund 20% of the paid amount. I want to wait until that materializes or it's presented to me in writing before closing the complaint.

Regards,

Business

Response:

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia regional office, reviewed the information Mr. [redacted] provided and informed our office he spoke to Mr. [redacted] recently and advised him of a refund as an adjustment on his move.

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