J.R.J. Tara Corporation

Review: The service in this store is bad beyond imagination.

I made an appointment with the following UHaul brach for installing trailer hitch:

U-HAUL AT [redacted] I paid for the whole thing in early June.

They called me for an appointment on Jun-30-2014 for the installation. So I went there, but their employees told me that my appointment time has changed to Jul-3-2014, without anyone ever trying to contact me to let me know of the change of appointment date.

On Jul-3-2014, I called their store number just to confirm my appointment is still on the original time, guess what, my appointment time got changed again, to Jul-6-2014, which is a Sunday. Again, nobody from that store, or from Uhaul ever tried to contact me in any fashion.

Things got more interesting on Jul-6-2014. I called in the morning to see if my appointment is still on the original time, the person picking up the phone told me it is still on. Based on the bad experience I had with this store, I asked the phone person to confirm with the store. She tried, but no one is answering. So what is her reason for not being able to reach their own store? She told me the guy might be working under another car for trailer hitch installation. And that is the reason why he cannot answer phone or see a computer screen. She told me I should go to that store. So I went to that store, and the people working in that Uhaul store told me they never do trailer hitch installation on Sunday.

This experience is way too ridiculous. Nobody at Uhaul knows who keeps changing my appointment time, nor does anyone know why I got scheduled to a Sunday appointment when they simply don't do trailer hitch installation on any Sunday. Even more ridiculous, is that my appointment is in limbo, nobody in the store can even tell me when I can have this trailer hitch installed.

Again, this Uhaul store is so poorly managed that it's bad beyond imagination. How could anybody do business like this? It's such a shame that Uhaul has this store.Desired Settlement: 1. Call me and let me know when they can finish the job.

2. Explain to me why they keep changing my appointment time. A naive answer like "I don;t know" is unacceptable. Also, why would they schedule my appointment on Sunday, when they never install trailer hitch?

Business

Response:

July 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul at [redacted] location, followed up on the information Mr. [redacted] provided. He informed our office he has made attempts to speak to Mr. [redacted] but has not received a return call. Mr. [redacted], however, did issue a refund for $194.55, the price of the hitch and installation. The refund was issued back to Mr. [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

Review: On August 2, 2013, I picked up a 14' uhaul truck, at approximately 6:30 ish, only to find out that I had to return the vehicle back in less than 24hrs. Due to the fact that I did not reserve the vehicle for 2 days. When I made the reservation online, I was not given that option, I even called customer service to inquire that it is ok for me to keep the vehicle for 2 days and she stated yes, and that I would just be charged by the mileage and gas. Also, when I picked up the vehicle the gas tank was literally on 'E' (as they would say above the empty line), also the check engine light was on as well, and the truck was not in the best of shape... I immediately called the [redacted] number and they stated that someone would call me back within 48 hours, well they never did, and also I was billed twice!!! Customer service was very poor on both ends.Desired Settlement: Refund

Business

Response:

August 12, 2013

Thank you for your concern for our customer [redacted]

We are truly sorry for [redacted]'s recent experience with her U-haul rental. [redacted] a senior customer service agent spoke to [redacted] on 8/9. [redacted] refunded $30 to [redacted]'s MasterCard. He also sent her a $50 VIP certificate that can be used on the many products and services U-haul has to offer.

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 placed an order to have two Uhaul U-Boxes shipped from Phoenix, AZ to Cleveland, OH in April of 2014. When I dropped the U-Boxes off at the Phoenix location, I paid IN FULL and told them to ship them to ohio ASAP. This STARTS THE 12 BUSINESS DAY GUARANTEE that U-haul clearly explains on their website. My issue is, the U-boxes were delivered 2 days late (14 business days instead of 12), and it would have been much later if I hadn't called to check up on the boxes. They don't value me as a customer, and don't value my need for their service, and therefore don't deserve my money.Desired Settlement: Since they were 2 days late, they were 16.6% late. I am demanding to be refunded 16.6% of the cost to ship. If they want to be late, they can pay for it. The total refund comes to $287.

Business

Response:

August 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology as well as advised him of a refund for $300 due to the late delivery of his U-Boxes. The refund was issued back to Mr. [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

Review: I reserved a truck through U-Haul's online services 3 weeks ago. After the reservation was made, I went online to check on the reservation, and three separate times U-Haul changed the pick-up location of the truck to further and further away from our present residence. I have tried calling the regional office per main U-Haul customer service rep, to resolve the problem. Each time I was treated disrespectfully, was put on hold each time for no less than 30 minutes. I am attempting to reach someone as I type and have been on hold for over an hour minutes. This company is extremely unprofessional, as well as very unaccommodating to their customers needs. This experience will make it so I will never use U-Haul ever again, and I will be sure to make sure any friends or loved ones we have that are considering U-Haul for their move do not make the same mistake we did. I would like to be compensated for the hours I have spent on the phone trying to resolve their mistake and the overall hassle of this experience.Desired Settlement: the cost of truck rental, rental insurance and gas used to travel 20 miles out of our way to get the truck.

Business

Response:

July 5, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He sent Ms. [redacted] a letter offering his apology for her recent experience with U-Haul. He explained, that on June 21st, Ms. [redacted] changed her pick up location to Ambridge, PA. On June 25th she again changed the pick up location to Aliquippa, PA. We located the closest location for her in Beaver, PA with extra mileage allowed and our drop off location accepted the truck with less fuel than when it was rented. Mr. [redacted] relayed he feels we followed and met all our reservation outlines. However, as we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $50.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by U-Haul Inc., and I am not satisfied with the offer made by the company. The reason I changed the pickup location of our truck 3 times is because every time I logged onto their website to check on our reservation, uhaul had changed the location to further away from our residence. Therefore I attempted to make it closer to us. And the only reason someone corrected the extra mileage and discount on our rental is because I sat on hold for 3 hours trying to correct uhaul's mistake. I didn't even mention the extra hour we stood around and waited to pickup the truck due to uhaul's site being down. Also, the truck was picked up from the pickup location with 1/8 tank of fuel that was signed off by the pickup location employee, and dropped off with a 1/4 tank, an 1/8 tank more than what was in it at pickup. The truck should have had at least a 1/4 tank of fuel, but it didn't. If it was less than what it should have been, it should nit have been accepted by the drop off location. That is considered uhaul company policy. As far as I'm concerned, $50.00 gift certificate is not going to repair any damage on this company's reputation to me or our friends and family, due to the fact we will never rent from uhaul ever again. In my opinion the certificate is a waste of time and postage. And the letter and certificate that uhaul claims they sent, has yet to be received. I still feel we deserve a full refund, the rental experience was horrible, and time consuming, making our move even more stressful.

Business

Response:

August 21, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He explained they once again reviewed Ms. [redacted]'s rental transaction and he offered his apology for the inconvenience she feels we caused. Based on his investigation, he feels an appropriate resolution has been reached and hopes she will take advantage of the $50 VIP Certificate he had reissued to her. We feel the Certificate can be of great value to our customers and is valid for two years.

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 had a contract with uhaul guaranteeing delivery of my uboxes on 6/7/2014. Our boxes did not arrive until 6/16/2014. They arrived 11 days after their guaranteed arrival and we did not receive any information or notification that they would be late. We moved across the country and paid for family to fly down and stay in a hotel to help us unpack our boxes on 6/7/2014. Due to the late arrival of the boxes we did not have any help unloading and are now forced to store our items at our own expense at a storage center. We paid $2000+ to have our items moved plus the expense of bringing in family for items that arrived too late to utilize their help. We also contacted haul several times to try and resolve this ourselves by both email and phone and we did not receive a response from anyone.Desired Settlement: Uhaul has the responsibility to pay for our storage expenses and the expenses involved in the boxes arriving 11 days late( flights, hotels, replacing needed items. The total cost is $1500.00.

Business

Response:

July 10, 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 she spoke to Mr. [redacted] and advised him of a refund for $1,000. The refund was issued back to his [redacted] 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,

Executive Assistant

U-Haul International

Review: I rented a Uhaul Trick (26ft) on January 3rd, 2015 from this location. The truck was for a one way trip from Windsor to Sarnia. Due to it being a one way trip you had to pay ahead. It was approx. $250. The moving truck that we were given had a faulty battery. There truck was not maintained and was jumped in order to give it to us. I had to deal with calling roadside assistance and the first time I called they said they would bring us a battery but we would have to wait an hour or longer. They also stated it would take some time to change the battery. Considering we were blocking a gas pump with a 26 foot truck and we still had to drive to Sarnia to unload the vehicle we seeked assistance with the go ahead from roadside to allow someone to jump us. Roadside assistance also stated to call them when we got to the location we were going to as obviously we would be unable to return truck without getting battery fixed. Every time the vehicle was shut of the vehicle wouldn't start as the battery would die. We were able to make to Petrolia home outside of Sarnia. We couldn't stop to eat, or to do anything as the vehicle could not be shut off. After unloading truck. the moving truck was dead and would not start again. It was late and I called Roadside assistance and they said to call them in the morning at 6am as the place that brings us battery will not be open till then. I also called customer service number that roadside gave us to complain about this. Everyone told me I will get a full refund which is what I wanted as I did not pay to maintain the truck and was not provided with the services I paid for. The next morning I called and Uhaul roadside assistance called me back to tell me I would have to wait until 10am as the battery place doesn't open until then. So I told them t just send someone out to jump it as we need to drop the vehicle off. This happened and I dropped off vehicle in sarnia uhaul location. The Employee working apologized and said that we will get full refund and to contact [redacted]l

Product_Or_Service: Rental truck

Account_Number: [redacted]?Desired Settlement: DesiredSettlementID: Other (requires explanation)

[redacted] the store manager at [redacted]ll was rude, ignorant told us that he would only give $50 rebate. Then after making a customer service complaint above him, he offered half refund and told us the truck got us from point A to B. He was degrading, spoke down to me and was unprofessional. Finally he gave us full refund. Minus $50 we never received. I found out today that he had me banned from renting from all Uhaul locations in future. I w

Business

Response:

February 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Ontario Regional Office, followed up on the information Ms. [redacted] provided. She informed our office they found no mechanical issues with the truck Ms. [redacted] rented but asked that we pass on her apology for any inconvenience she experienced. Ms. [redacted] also mentioned that the reason Ms. [redacted] was put on E-Alert was due to her verbal abuse toward our U-Haul Center staff and the continuous harassment she caused toward them. A full refund for the rental in the amount of $251.99 was issued back to Ms. [redacted]’s [redacted] account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business i* reference to complaint ID [redacted], and have determined that this proposed actio* would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This is the first I have heard of [redacted]. I asked customer service to speak to a manager above the manager [redacted] and he himself said there is no one. I never verbally abused anyone and spoke to [redacted] for 5 mi* o* phone i* regards to getting a full refund as the truck that was rented indeed did have battery that did not work and would die anytime the truck was shut off. This is logged as I had called roadside twice and once got jumped by a stranger and once by roadside assistance. [redacted] made list and said I went into store and threatened him. I never abused anyone and this is defamatio* of character. [redacted] also said that he would life the ba* if I wrote him a* apology letter or call to to talk to him. The problem I have with this is is that after [redacted] ad stories up and also told me that it's only a battery. I feel he owes me a* apology. As customer perspective he was rude and none-empathetic to the stress that a* unmaintained truck caused me during my.move. I did nothing to get banned. They should trai* their employees customer service skills. I want to be unbanned.

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

Regards,

Business

Response:

February 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Ontario Regional Office, followed up on the recent comments Ms. [redacted] relayed to your office and attempted to reach her by phone but reached her voice mail. No call back has been received, therefore, he sent her the following email:

Hello [redacted], Thank you for your letter about your recent experience with U-Haul. We make every effort to keep our equipment well maintain and in good work order. Please accept our appoligies for the breakdown and experience you had. Certainly the manager needs to be understanding of your concerns and treat you with kindness and I have discussed your case with him. We have removed you for our not to rent list. You will be able to rent from UHaul again. Thank you [redacted]

Marketing Company President

U-Haul Company of Western Ontario Office

226-315-1754 mobile 519-977-2852

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 from uhaul and have had the worst experience ever and the general manager tried to give me a gift card back to uhaul which I will never do again. I rented a uhaul on the phone, I got a price match done over the phone. she said id get the truck and dolly on sside. the day before pickup they call me and say I have to get the dolly on one side of town and the truck on the other side of town. dolly first then truck. I was uhappy with this so [redacted] in jax then said he was able to have a dolly at his store. when I go to get it they cant find the price match (which they later saw in the notes) and this took like 30 mins for them to figure out with [redacted]. then they put me in a truck with a check engine light on and the boy said all the trucks are like that its common. so I leave with my truck, pack it come back to get the dolly and they cant find my reservation. another 30 mins later they have to make a new reservation for me. then I leave and attempt to drive out at 2am and get stuck (still in jax) by the airport, I call for service and they come at 5am the guy tries for 2hrs and then sends me on my way telling me it will get me to maryland only to break down at the next exit and we had to call them back. mind you he was a tow truck with no tow, and said since noone else wanted to answer the call at that hour thats why I had to wait 3hrs for him to come cause he came from far away. so uhaul left a 20 something female on the side of the road at 2am-11am basically unsafe and didnt care to even send adequate help. then the "tow" guy since he had no tow told me I had to drive the transmission ruined truck to the uhaul station and he would follow me, well he sped up and went in front of me and then my car broke down again, so he had to come get it and drive it to uhaul himself since I didnt feel comfortable driving an overheated car. then I was already late to sign my lease in md and so you told me you would put me up in a hotel and food etc. then when I get to the destination noone knows how toDesired Settlement: refund me please.

Business

Response:

August 28, 2012

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

Our records indicate a credit for Ms. [redacted]'s extra lodging and food expense in the amount of $136.85 was issued back to her Visa account on August 12th. A credit for $100 was issued back to her [redacted] account as an adjustment on her rental on August 16th. Both credits should post on Ms. [redacted]'s next credit card statements.

As we value Ms. [redacted] as a customer, we also sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I am hoping you can help me with a complaint against the U-Haul located at [redacted].

We rented one their moving pods on 16 Mar 2012, brought it to our house, loaded it, and returned it to them the same day. It was supposed to be shipped to our home in [redacted].

After many calls (disconnected, transferred from one person to another, told they aren't able to help us) we reached someone last Thursday who told us the pod was supposed to arrive in [redacted] the 1st or 2nd of April. Yesterday we were told that the pod has not even left [redacted] and the reason for this is that American Express didn't not pay them until the 3rd of April. We have never had a problem with American Express before, and we paid in full with our card on 16 Mar 2013.

We have NOT been able to find out any information as to when our pod will ship or when it may arrive here in [redacted].

I would appreciate any help you could give me.

Thank you,

[redacted]Desired Settlement: We want to find out any information as to when our pod will ship or when it may arrive here in Bakersfield

Business

Response:

April 10, 2013

Thank you for your concern for our customer [redacted]

Ms. [redacted], our GM of our U-Haul Moving and Storage of Panama City, followed up on the information [redacted]provided. She informed our office she spoke to [redacted]and assured him she would contact the drop off location to discuss the delivery of his U-Box. She discussed issuing [redacted]a VIP Certificate to cover the cost of the rent if the U-Box is delivered later than his rent renewal date. [redacted] was going to speak to our U-Haul Center and then contact [redacted]back to update him.

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.

To date I have not had any call back re the location/arrival of the moving pod. Tomorrow is the due date for 'the rental' and I hope they keep their word that they are not going to change another months rent.

Regards,

Business

Response:

April 16, 2013

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

Ms. [redacted], our GM of our U-Haul Moving and Storage of Panama City, reviewed the information [redacted] provided. She informed our office she left a message for [redacted] advising him of a VIP Certificate she issued him in the amount of $99.50 to be applied to his storage account due to the delay in shipping.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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 say that I think U-Haul really needs to work on its customer service. Putting customers on hold, transferring one from person to person who can not help you, and hang ups are not good business practices. It shouldn't take a complaint to the Revdex.com to get help. The U-Haul management in Panama City, FL did not act very professional until after the complaint was filed both with the Revdex.com and there had been several calls to the home office. I would like to add that the U-Hall folks at the Bakersfield end were really very nice.

Regards,

Review: I called u haul to rent a truck. After going into speedy mart in chatham on bloomfield where I was told 400 dollars for 2 day rental. On the phone with u haul they took my credit card number and said 2 days the 28 and 29th of june. 29 dollars a day. Someone would call and give me a time to pick it up. I called the number they gave and was told you only get the truck from 6 pm til midnight on the 28. Your out of luck that is all we have. We do not guarantee 2 day rental and that is all we have look somewhere else. When I called the number that I booked it they told me end of month and busy sorry only that time is available. Why would you not say we cant guarantee 2 day rental.. Read the fine print, I said I called there is no fine print. Where even their website has 2 day rental listed.Desired Settlement: I am with no truck to move now and at my wits end. I guess we try to move with a car. I dont know what to do. I need a truck to move.

Business

Response:

June 22, 2012

Thank you for your concern for our customer Mr. Consumer.

Ms. [redacted], Senior Staff for the U-Haul Company of Western Ontario, followed up on the information Mr. Consumer provided. She informed our office she sent Mr. Consumer an email addressing his reservation concerns and also included her telephone number for a call back to discuss moving options.

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,

I had to hire movers since there was no truck available on the 29th. It cost 400 so I will inform all aquaintances to never use them. thank you for trying to help.

Business

Response:

July 19, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Western Ontario, reviewed the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the expense of his movers, however, she relayed that it was his choice to hire them vs. allowing us the opportunity to cover his reservation. U-Haul is a do-it-yourself moving company and cannot be held responsible for contracted labor. Ms. [redacted] advised Mr. [redacted] that any further reimbursements would not be issued.

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 truck from [redacted] on 7/31/2014. The level of tank was 3/16. I was told that if I return with a 1/4 of tank, I would be credited for $23.40. I returned with a quarter tank. I was so tired of loading and unloading the truck. I did not pay attention to the receipt at that moment. Later on I noticed that there was no credit applied to me for returning it with 1/4 of tank. I went to their office to ask for it. There was a guy who was trying to explain the credit was already applied. But it was not. Then he started to stressing out. Later he was questioning my English proficiency. He was trying to explain me what estimate is. I asked him if I can speak with someone else? He said that he is the manager. I really do not understand how such a guy can be a manager. He does not even know how to read a receipt. Then another person came. His name was [redacted]. He looked at the receipt and said that the credit was not applied because the guy who checked the truck in marked the level of tank as 3/16. This is not cool. I am really disappointed.Desired Settlement: They have to refund $23.40

Business

Response:

August 12, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our Albany, NY Regional Office sent an e-mail to Mr. [redacted] on 8/7. Mr. [redacted] informed Mr. [redacted] he was crediting the requested amount of $23.40 to the [redacted] used for the rental. The credit should appear on Mr. Konkur's next credit card statement.

Our customer 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 Assistant

U-haul International

Review: On Thursday, August 22, I reserved a cargo van for Saturday, August 24. I put in that I was in Troy, Ohio and reserved the vehicle for $19.95 for 4 hours and at $.59 a mile. I was informed that I would be contacted about the nearest location via text.

On Friday, August 23, I received a text in the afternoon stating that I would need to pick up the vehicle on Salem Ave. in Dayton, Ohio, which is 23 miles from me, even though there are closer companies that rent vehicles listed on the website. After work (around 3:30pm), I called the U-Haul location and inquired about the reserved time and mileage. First, I would have to take the van from the location, back to my house, to another business, return to my home, and then return the van. Therefore, this trip could not be done in the allocated 4 hours since I would be driving an additional 46 miles roundtrip. I also asked about the mileage since obviously this would add an addition $27.00 to my bill, plus gas. I explained the situation to the employee and she responded that she could not help my situation, but would have her manager return my call shortly. Nevertheless, no one returned my call that afternoon or evening.

I thought that perhaps I would receive a call on Saturday morning. No one returned my call, so I again called the U-Haul location. I spoke to another employee there and explained the situation. Again, I was told there was nothing they could do as they could not adjust any pricing. Therefore, I explained that I wanted to cancel my reservation as I could not get the trip done in 4 hours and it was still going to cost me additional money. At that point, the employee said she would transfer me.

I was transferred and again explained the entire situation. The representative there said that if I was willing to drive the distance to get the vehicle and pay for the gas for it (since apparently the vans are difficult to get), they would price me at $.29 a mile for the trip and $19.95 for the van. They would also extend the van for an additional 5 hours. I asked if the mileage would be for $.29 a mile for the entire trip. She stated that was the offer. I agreed to this.

I immediately left to get the van as I needed to exchange two large chairs at an upholstery business. I arrived at the U-Haul dealership. At that time, the sales representative looked at the reservation and explained that she could not change the price or mileage for the van, but instead would give me the $.29 for each additional mile over 100 miles. Then she said we could settle the price when I returned the van later that day. I should have refused to sign the paperwork at that point, but I already had driven over 20 miles and I had a business waiting for me to arrive. Plus, I had already been waiting in line for 20 minutes. I figured when I returned the van, I could discuss this with the manager when the business was less busy.

Upon returning the van, I spoke to Richard, the manager, and explained the situation. He explained that he couldn’t change the price of the mileage on the vans since he didn’t own them, unlike the trucks. I was confused, but he offered to put a VIP discount on the bill to reduce the price since I had to drive a distance to get the van. However, he explained that he could not do it that day and would do it on Sunday and email me a copy of the bill. (My father was standing next to me at this time and will attest to this statement.) I signed nothing then and decided to wait for the email on Sunday.

The email didn’t arrive on Sunday. Or Monday. It arrived on Tuesday, but there was no discount. At that point I tried to contact the business, but no one answered. I believe the phone system then transferred me to Phoenix. The first time I waited for a representative and was disconnected. I called back again and got a representative thinking maybe the billing needed to be addressed through them.

Unfortunately, I had little luck again. The representative explained the billing to me, which I already understood at this point. I wanted to know who I needed to contact to discuss the billing since I had been told a number of different prices at this point. He explained that he, being in Phoenix, was unable to help me and I needed to contact the local company. But that was my problem: how do I reach a business that doesn’t pick up when I call? In addition, when I was at the rental business, I was told the rental business couldn’t change the price according to what I had been offered. But if the local business can’t change it and neither can the headquarters, who can alter the price? Someone has to have that ability, but who do I contact?

The longer the phone call ensued the more frustrated I became. The representative kept saying that the local business “should have better explained the contract” and that it was a “misunderstanding.” However, I was still at the same point: no one seemed to have any ability to fix the problem. I became so frustrated at hearing the explanation of contract and felt that the representative thought I didn’t understand the contract. I understood the contract and I understand it was partially my fault for signing a contract when the mileage price was in question; however, I believe the price I was offered was already in the store’s computer as they had the time extension. The call ended with two frustrated people and no resolution except that I will have a bill for the full amount.

At this point, I am at a loss. I don’t know whom to contact. And I don’t think I should have to drive another 46 miles to talk to the manager. If I had known that the company would not honor the $.29 for mileage or give a VIP discount, I would have continued to cancel the reservation and found another venue to transfer the chairs. I have used other truck rental businesses prior, but this was by far my worst experience. No one seemed to understand what another representative had done. And perhaps the worst was receiving different prices and none of them being honored. Granted, I signed the contract, but I guess I was naïve to believe that an employee’s word is not binding at U-Haul.Desired Settlement: I was told by a representative that I would have the vehicle for $19.95 for 10 hours and $.29 a mile, which I used 135 miles. This would calculate to $59.10. I have no problem also paying the rental tax and the environmental fee, and had no problem with replacing the gas that I used to drive even though it was an additional 46 miles. This would bring my total to approximately $68.00. Instead, I was given no discount or $.29 a mile, bringing my bill to $106.90, calculating almost a $39 difference. I would understand and pay the bill except that was not the price that I was offered via phone as explained in the previous section.

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Ms. [redacted] provided. He informed our office a refund for $40 was issued back to Ms. [redacted]’ [redacted] account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On December 21st, 2012 I apparently received a credit to my [redacted] in the amount of $102.44. I was completely unaware as my bank does not indicate to me when my credit card has been credited. I only just received an email notice from U-Haul on April 9th, 2013 indicating that they had mistakenly credited my credit card do to a an issue with their "electronic processing systems" and that I was to pay these funds back to them ASAP. I think this is a terrible display of customer service and that they should accept this as a loss due to company error and move on. I do not think I should be responsible for their mistake. Order_Number:[redacted]Desired Settlement: I don't feel as though I should have to repay these funds as it was quite some time between the incident and time of notice. I have a wedding to plan and the last thing I want to do is have to pay back a company for an "electronic processing system" issue that should have had safeguards in place to prevent this from happening in the first place. Thank you.

Business

Response:

April 17, 2013

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

Please be advised that Mr. [redacted] will be contacted by our Customer Service Department and informed we will not hold him liable to repay the amount that was credited back to his account in error.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On Dec. 22 my GMC Safari Van broke down on my way home from New Orleans to Illinois. It was an unfortunate incident, a one in a million chance part of my engine would break after years of being fine. I was stranded, homeless, no friends or family, everything I own was in the van with me and I had barely any money. I had to have my van towed back into Nola, as close to Uhaul facilities as possible, where I lived in my van for 2 days while calling around and figuring out my options.

Ultimately, my absolutely only option to get home was to rent a truck and trailer and tow my van home myself. I reserved a truck with [redacted], but with past poor experiences with them and no way to get to one close by, I had to go with Uhaul.

I called the [redacted] and [redacted] at [redacted] Clearview Parkway, New Orleans, LA 70121 and asked if they have trucks and trailers available, which they did, and if they could price match [redacted], which they would. I cannot stress this fact enough. After explaining the EXACT price, I was PROMISED that when I went to pick up the truck and trailer I would only have to pay the same EXACT price that [redacted] was offering me for their truck and trailer. Promised, by a Uhaul employee, the only reason I made the reservation.

I had to use what little money I had to take a cab and walk part of the way to get to the rental place. Once I got there, they again told me they price match [redacted]. When they called the main Louisiana office to confirm, the office said they would not price match, going against what I had been told TWICE before. So I called the office myself and spoke with a manager. She told me she wouldn’t price match because there was a shortage of trucks in the state, except this facility had three trucks sitting in its parking lot. After pleading with her that I could not afford Uhaul’s full price, which was ridiculous compared to [redacted], she was rude, disrespectful, dismissive, ultimately yelling at me and hanging up in mid conversation. I’ve never been spoken to like that by any company representative. It was unbelievable that a manager would talk to and treat a customer like that, especially after I explained my horrible situation. A few days before Christmas and absolutely no sympathy. Two important things to note here: she told me it was HER choice to not price match, that it is Uhaul’s policy to price match but she was refusing, and before she hung up she told me I could get a refund for the difference I had to pay (between the [redacted] quote and the full Uhaul quote) once my reservation was complete. I had to max out my only credit card for this one reservation, a reservation I was promised would be a certain price and instead was screwed over for.

On my way to IL, the truck overheated for I don’t know what reason, as if things couldn’t get worse. After giving it time it finally got going again and I was able to make it home finally after a day of driving and spending what little money I had left on gas and no food. Once the truck was returned, it took 3 days, not including Christmas Eve or Day, to check the truck in, something I’m told is strange by another phone representative. This person also told me, when I called to file my complaint and get my refund, that yes, Uhaul price matches, the third person to tell me this. So I waited, and no one got back to me. So I called yet again and was told I would be given a refund of only a small part of my reservation, and not the difference I was again promised. It seems Uhaul likes to make a lot of promises without fulfilling them. So I made an objection and was told that another manager would call me to settle this issue. So I waited and after a few days I get a voicemail of a gentlemen, who does a terrible job saying his name and phone number, making it impossible for me to try and call him back, that my refund for the difference would not be made. The reasons he gave were different from the first manager, implying that Uhaul is making their rules and policies up as they go, whatever they can do to take my money. I tried to call the number back that my caller ID picked up and left a voicemail, but haven’t heard back. Uhaul has made no effort to resolve this and fulfill their many promises and agreements.

This brings us to present day. I am still without money. I am still without a van (the difference I was promised would certainly help) and yet Uhaul continues to proser, taking advantage of their customers. I find a lot of complaints on many sites against Uhaul. They saw I had absolutely no choice and took advantage of me, misleading me, lying to me, mistreating me, and for what? With the millions they made, whats my few hundred dollars? I can tell you that few hundred dollars is a huge deal to me. If there’s a human being reading this, then I know you’ll understand what it is to struggle just to scrape by and survive. Uhaul is taking that away from me, making it harder for me to scrape by and survive. It is now my intention to files complaints and reviews on every single site I can find, continue calling Uhaul’s terrible customer service until I find a decent human being, and also contracting the Revdex.com. It is unbelievable how I’ve been treated, how poorly Uhaul has handled this situation and I won’t roll over and move on like they hope, like they expect their customers to.

On Jan. 6th, the second manager who originally called and left a voicemail called again. When I spoke to him, he said he was investigating and would get back to me. Why suddenly investigate? He had all the information from me before when he called to tell me he wouldn’t price match due to reasons that were never mentioned before, especially not when I was first denied, so why investigate now instead of before? U-Haul’s story is now changing because they’re scrambling, how can they dig themselves out of the hole they made, what policies or new rules can they suddenly make up to excuse themselves from giving me what they originally promised, etc. NONE OF IT ADDS UP.Desired Settlement: Apologize and refund

Business

Response:

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Customer Service Program Manager for U-Haul International, as well as our Marketing Company President for the area in question followed up on the information Mr. [redacted] provided and corresponded with him by email. Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation. He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate. We did not promise to match rates with that competitor. We did offer Mr. [redacted] alternatives, which he declined. He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location. If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.

A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill 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:

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.]I thought this ordeal was over. I may have accepted their offer, but I will not stand for this response. I’ve dealt with a few companies’ customer services in the last month and all were immediately helpful and apologetic, putting the customer first. Not Uhaul. I’ve never been talked to or treated like this by a company, especially customer service. Let’s examine their message, which is mostly heresay:— “Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation.”— Except I did and I have an email to prove it. Part of that email states “You are scheduled to pickup your equipment a[redacted] & [redacted] on Monday, December 22, 2014 at 2:00 PM" sent at 1:07 PM.I’ve mentioned this reservation to both a customer service rep and the "investigator", but Uhaul has never asked to see this reservation. They have only asked to see the reservation I made with [redacted] so they could see what the price was. The Uhaul reservation I made with [redacted], the Uhaul location rep, was over the phone an hour before I was scheduled to pick it up. I should also note that the pick-up time was recommended to me by [redacted] who promised a price match with [redacted]. I remember her name well.They can try and say they “made a mistake” or “this piece of information evaded our ‘research’,” but they're trying to take advantage of the fact all correspondence was word of mouth and not in writing, except my email reservation.They didn’t even begin their “research” until AFTER they told me they wouldn’t reimburse me, meaning they said no before they knew all the facts. It was only after I kept emailing and calling that they began their “research.” They would have ignored my case if I hadn't emailed Uhaul executives. I repeat, I received a call a week after they denied my reimbursement saying they would start an investigation. I’m sure this is in their phone records.Directly from their website: “Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered “GUARANTEED” (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages.” They didn’t offer the $50.— "He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate."— Firstly, what does last minute have anything to do with anything? The location didn't seem to have a problem with it being last minute since they had multiple trucks available, shown on their website and told to me by the in store rep. In the history of Uhaul, has no one ever made a last minute reservation? Am I really the first? This comment is only another attempt to portray me in a negative light, but the fact still remains I made a reservation before I went to the location.Secondly, I didn't realize asking politely, basically pleading, is considered “demanding.” I would love to see the security footage of me “demanding” they match the price of [redacted], which they already promised to do over the phone less than an hour before I arrived at the location.I’m confused how or why they think a competitor did not meet my reservation. I chose not to go with [redacted] because Uhaul promised to price match and I preferred to go with Uhaul due to past experiences with [redacted], which I now regret even though I had no other choice. Uhaul guaranteed to price match and convinced me to trust their business under false pretenses. After I arrived by taxi at the Uhaul location to pick up my reservation, I had no money to go anywhere else, so I had no choice but to use Uhaul, whether I wanted to or not.— “We did not promise to match rates with that competitor.”— Except they did, which is the only reason I made the reservation. If they couldn’t match the price, I would have gone with [redacted]. The disrespectful manager who overturned the guaranteed price match said that the choice was hers alone, not the company’s policy to deny me, right before she hung up mid conversation. The location reps even said if they could, they would honor the price match they guaranteed, but they didn't have the power to.It seems strangely convenient that none of the Uhaul reps made written notes on my account about the promises they made and none of my phone correspondence has been recorded, like most companies do, which clears Uhaul of any responsibility or consequences.Evidence shows through my “research” that Uhaul should be less concerned with me and more with the credibility and efficiency of their own employees. Apparently the idea of employees and managers lying to save their jobs is unheard of and couldn’t possibly happen. — “We did offer Mr. [redacted] alternatives, which he declined.”— Mr. [redacted]? And what alternatives? I would like to know these alternatives. At the time, I was told they would price match. When they backed out of this agreement, the only alternatives they provided me were to either rent from them or don’t, which is the equivalent of “our way or the highway.” Since I had no money and no vehicle, I had no other “alternatives.” I believe this is called kicking them while they're down.— “He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location.”— No, this was not the best rate they could offer. After I completed the purchase, I looked up their online rates which were actually cheaper than in-person. I was so focused on what I was told over the phone and what I was being told in person that I didn’t think to compare online. I figured they were being upfront with me, which apparently they weren’t.— “If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.”— I didn’t call because I was worried about being charged more money on top of dealing with more terrible customer service. There is nothing that states the price of their Roadside Assistance. I’ve dealt with a truck overheating before and knew I was better off waiting, which turned out to be correct. If their trucks are as unreliable as their employees and managers, there was no telling how horrible their Roadside Assistance would have been too (how long they would have taken, if they were actually competent enough to help, etc.).— “A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.”— I only accepted the $200 gift certificate because they stated they would give me nothing else. Again, they give me no other choice or “alternatives.” I deserve more than a gift certificate (as if I had enjoyed their business so much I’d go back for more), but it’s better than nothing for what they’ve put me through.But goodwill? Uhaul apparently felt bad enough to give a measly gift certificate, but not bad enough to apologize or reimburse me? The money they promised, that would be goodwill. Even a simple apology would be goodwill, but an apology would require acknowledgement of wrongdoing. Defending their employees’ mistakes while continuing to make more is not goodwill. If they didn’t do anything wrong, why the gift certificate? They wouldn’t even offer the $50 for not meeting my reservation, which is an actual policy stated on their website.— "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."— Obviously a lie, and an insulting one at that. I’ve never seen an executive assistant try to discredit a customer and say they care about customers in the same paragraph. Besides my situation, there are over two-thousand complaints against Uhaul on Revdex.com alone, not including the hundreds of other sites with complaints. If this is how they treat me over a few hundreds dollars, I can only imagine what they do to other people. If they truly cared, they would have honored my reservation or my refund and at least made an apology.The bottom line is Uhaul has taken advantage of an unfortunate set of circumstances, including the fact all of the correspondence has been verbal, and turned a simple dispute into a “he said/she said” game in an attempt to vilify me and take attention off their mistakes.I sincerely appreciate the work of the Revdex.com and their attempts to help me. It's obvious the Revdex.com is a good company that actually cares about their customers and does their best to help, but it would seem Uhaul acts with impunity and this dispute will go no where. The only company that can force Uhaul to do the right thing is Uhaul, and they've made that clear.And all of this so Uhaul could save a few hundred dollars, a drop in the bucket of Uhaul’s annual $27.5 billion, but a huge amount to me and my life. I really hope Ms. [redacted] and Mr. [redacted] don’t have to know what its like to be taken advantage of by another company when they have no power to fight back, like I have. f they only gave me the price match or promised refund in the first place, they still would have gotten a significant amount of my money and I would have been fine with it. That would have been FAIR, as they like to say. All I wanted was what they promised and I will stand by the truth since I stand to gain nothing else. I have no doubt that Uhaul will come back with more excuses, more reasons why everything is my fault without proof, but unless they plan on making this right, besides a gift certificate, then I just want them to leave me alone and stop the libel and harassment. I don't know what else they hope to gain from me as they've taken everything I had. They can say whatever they want to sleep better at night and satisfy the Revdex.com, I have no power to fight them.It would seem the customer is not always right.

Regards,

Review: We reserved a 17 foot truck for 3/8/14, when we arrived to pick up that truck at 9am it was not available to rent so I had to take a smaller 14 foot truck, Per U-Haul if the truck you reserved is not available you are entitled to a $50 refund of the rental price, this was not offered, second, truck was supposed to be returned by 5Pm that evening, truck was turned in around 2:15PM, store was closed but attendant inside motioned to us to drop key in the key return box which we did, thinking all is well we went on our way but only after taking pictures of the truck in front of the place of business with my cell phone which records a time date stamp showing 2:26pm March 8th,time and date are updated by the carrier and cannot be changed. On the morning of 11 May I was sent a bill for $116.04, after reviewing the bill I noticed I was charged an extra day for which I did not use the truck, I called U-Haul customer Service and spoke with [redacted] who confirmed that I did rent a 17 foot truck but only got a 14 foot truck and I was entitled to the refund to my card, she further stated I should not have been charged the extra day as the rental location waited until 10:07am to check the truck back in, they opened at 8:30Am, all total she stated I was entitled to a $79.95 credit plus any taxes, I was also told an area manager would call me on Thursday 13 March. 13 March came and went into the evening, no call; I called customer service again and spoke with another agent who stated the case was sent to the rental location for review and that the area manager Jerome would be calling me on Friday, again no call. I called Friday and spoke with [redacted] and he stated the case was never sent to area manager but it was sent now and I would receive a call on Monday, guess what, no call, so at present the $79.95 plus taxes are in dispute and I would like the funds placed back into my account. customer service number is ###-###-#### and claim number is [redacted]

Product_Or_Service: March 8th 2014

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the $79.95 plus tax, this includes the $50 because the truck I rented was not there and the extra day they billed me for which I did not use.

Business

Response:

March 20, 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 Riverside regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $79.95 she issued back to his Visa account. 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

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,

[redacted] from the regional office never called to confirm a response, in fact to

this date I have never received a Call from U-Haul, further I contacted U-Haul last

night 19 March and customer service stated that a refund was mailed to me, I'm

at a loss as to how my refund will be issued, further I'd like to hear a apology

from this company, they have my E-mail address and phone number but not one

attempt has been made to contact me regarding this matter

Review: U-HAUL charged me 135.25 twice and they said they did not. they are putting the blame on my card. but the only reason I know is I get a text message everytime my card gets charged.Desired Settlement: I want my money back.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained the credit card process and emailed him documentation confirming he was only charged once. 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 Assistant U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am not satisfied with U-Haul. it might not look like I was charged twice on their side. can they explain why I got a text message from my bank saying it. I was charged 135. 00 and I will never use them again. and my wife has put on [redacted] how crapping they are. they should not be allowed to do what they do. they have hidden fees they do not tell us about. I hope they go bankcrupt. after this . Regards, [redacted]

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr.[redacted].

I did confirm U-Haul charged Mr. [redacted] Card account $135.93 once. We have no record of any additional charges. I would suggest Mr. [redacted] either go on line and check his account, call his credit card company to confirm the charge or review his bank statement when he receives it in the mail. If there is a double charge for the same rental, he can forward a copy of the statement to me for reimbursement. I can be reached at [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, [redacted] Executive Assistant U-Haul International

Review: I have spent over 5 hours over several days trying just to make a reservation. I have gone over the info 8 times, including this complaint, 14 different people have had their hands in this, including several "Managers", and not one person resolves this, follows through, or follows up! This is the worst customer experience I have ever had or heard of with any company! Not only do I have to keep calling several numbers, repeating the issue, talking to several people, we also are continuously getting calls from people at uhaul with NO IDEA why theyre calling, or who called etc etc. It's ridiculous!! I've asked for copies of the horrible calls where I'm talked over, ignored, transferred with agents refusing to give me their names, etc. It says on the recordings I have that right, a manager said I would get it via email within 2-3 days, never happened. Not that I'm surprised. I've gotten the run around and not one single person has taken care of this for mw. I've NEVER had so many issues trying to give someone over $2000 for their service I'm not recieving! I could easily use another company but Uhaul needs to know how terrible they treat people, how unprofessional they are, and how absolutely ridiculous this is!!! And teach their agents some [redacted] courtesy!!!!!!!!!!!Desired Settlement: If Uhaul cares at all about customer satisfaction and earning business and good word of mouth, I expect Uhaul to contact me immediately and get this reservation booked without me having to speak with 20 more rude, lying agents! And tell me what they're going to do for me for having to deal with all this ridiculous nonsense and inconveinence, time spent away from my newborn child, and the stress it's caused in trying to plan a move that's supposed to be a positive thing!! This is unbelievable!!!!!!!!!!!!! I am beyond frustration!

Business

Response:

April 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] a Senior Customer Service Representative, followed up on the information Ms. [redacted]provided. She attempted to speak to Ms. [redacted]on April 26th but reached her voice mail and left a message requesting a call back. Ms. [redacted] is in need of additional information in order to properly research and address Ms. [redacted] concerns and hopes to hear back soon. Ms. [redacted] can be reached at ###-###-####, ext. [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: December 19, 2014U-Haul International Incorporated[redacted]To the CEO of U-haul, [redacted] and Whomever This May Concern: A Formal Complaint to the U-Haul CorporationOn Saturday, December 06, 2014, I rented Equipment: BP-Pick Up Truck; Serial Number:[redacted]; License Plate:[redacted]; License Plate State: AZ. Rental Rate was $19.95 from the G[redacted] The lady at the desk gave me a $0.59 x 50.0 MI Rate. Deposit amount or Amount to be held on my card was supposed to be $55.50. However, that was not the case. I pointed out to her that the mileage on the vehicle was different than the mileage that was on the contract (Contract Number:[redacted]). I pointed this error out to a total of three different employees. Two female and one male; One of the females name was [redacted] and the other females name was [redacted] The males name was [redacted]. The two female employees told me that it would be fine, but I brought it to the attention of [redacted] and he stated that he made notes on the account so I should be fine and not over charged. Again, that was not the case. On the paperwork it stated that the truck had 3,893.0 miles out. But actually, the truck had 8,202.0 miles out. I brought the truck back that same day, but the office had closed. The mileage on return was 8,203. I was charged for two (2) days and for the amount of $1,454.05. They charged me for 4,309.0 miles when I was supposed to be charged for one (1) day and one (1) mile. This overcharge should not have happened!!Then on Friday, December 19, 2014, I was charged for $727.03 (plus $35.00 insufficient funds fee) totaling $762.03 by U-Haul for something that the manager [redacted] assured me was taken care of. In addition to that, the $55.50 that I thought was supposed to be the deposit for the truck was not the amount that was taken from my account. Instead, $63.82 was taken from my account.

Product_Or_Service: BP-Pick Up Truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

All that I ask from U-Haul is that you refund to me every dime that was taken from me. Now, I am to the point of considering seeking legal counsel on this matter. I was a customer that trusted you and believed in the service that you provided. For a corporation to fail a customer like this is almost unheard of, but I know it occurs more often than not. At least now with the help of social media, I can let other people know what your company has done to me.

Business

Response:

January 20, 2015

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our President for our S[redacted], followed up on the information Mr. [redacted] provided. He informed our office he worked with our GM of our U-Haul Center involved and immediate action was taken to refund Mr. [redacted] in cash for our error. Mr. Harless also assured our office that steps have been put in place to prevent the situation from happening again.

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 to be satisfactory to me. I will consider this complaint resolved.

Regards,

Review: I rented a Uhaul trailer from Uhaul Moving and Storage Edmonton southside. The name under the reservation was D.P.. But I paid for the rental before taking it. I was just out of Edmonton, just south of [redacted] when the trailer wheel on driver side front wheel was seen by another driver on the highway as wobbling everywhere. I had to wait 3 hours on the side of the highway after calling Uhaul emergency number. I was waiting with 3 children. After phoning Uhaul back without success I proceeded to drive very slowly to [redacted] about 12 kms away. A police car saw me and after explaining to the police, the police escorted me to the mechanic that Uhaul had told me on the phone would come and get the trailer. My childen and I then waited another half day for the trailer to be fixed. So the whole ordeal started at 10:30am and was on my way at about 5 pm. I was supposed to work in Pincher Creek at 3 pm so I missed my day of work. We got to Pincher Creek very late at 11 pm. When I returned the trailer in Coleman 2 days later (I had to work the next day and couldn't do my move until late the next evening, rescheduling the movers I had gotten to move my furniture from the Uhaul to my house), the Uhaul in Coleman not only did not want to give me my money back but wanted to charge me extra for not dropping it off in Lethbridge when I rented the trailer they said I could take it to the nearest dealer. Also the manager at Uhaul did not want to give me my hitch back which I had bought at the Uhaul in Edmonton and I had to call the main Uhaul number to talk to him. After the phone call, the manager got so angry with me and prevented me from leaving blocking the exit and cursing and even mentioned my place of employment as if he was going to go after me. I had to do a police complaint. I then phoned Uhaul and they said someone from Upper Management would get back to me but they never did. Previous day, Uhaul had no key to let me in the main building for my storage, had to reschedule my movers in EdmontonDesired Settlement: Refund

I would like a full refund for the rental of the trailer because I lost a full day of work, was in a potentially dangerous situation sitting on the side of the highway for 3 hours with my children and then driving slowly to the point where the police had to escort me as they saw it was a dangerous situation. I was treated very badly by the manager in Coleman and cursed at repeatedly even when I tried to leave.

Business

Response:

July 15, 2014

Revdex.com ID#: 1[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and they were able to reach an amicable agreement. In addition to the refund for $50 issued on June 10th, a supplemental refund for $135.00 was issued to the same Visa 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

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 not received 50 dollars as stated by the company. Also there has been no mention of my deposit which was not refunded. It was my understanding on the phone that I would get my deposit back on top of 50 % of all costs. from [redacted]

Regards,

Business

Response:

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Alberta, Saskatchewan, and NWT, reviewed the information Ms. [redacted] recently provided. She informed our office she spoke to Ms. [redacted] and came to a conclusion that the refunds issued did not process as the card on file was not a credit card. Ms. [redacted] advised Ms. [redacted] a check for the refund has been requested and should be received within the next 10 business days.

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 reserved a truck rental for August 31, 2013 from Uhaul on August 14 thru their website, on the day of pick up we were told that the location we requested didn't have any 26ft trucks and we had to go somewhere else for it. When we arrived at the new location, the CSR [redacted] went outside got the truck number and handed use the keys. There was no walk around of truck, nor checking of mileage done. We returned the truck the same day and I received a receipt today showing a charge for $114.29 for the truck rental and 74 miles. There is NO way we went that far as the total distance from storage to old house to new house and back is 16 miles (per mapquest. My husband was the driver of the car and he had a passenger that stated this also.. I have gone thru store level, [redacted], district manager, David and also customer corporate compliants, [redacted]. They have offered $30.00 as a refund, BUT I do not feel that is enough for all the crap I have gone through today.Desired Settlement: I would like to request a refund in the amount of $56.30 as the truck rental was $39.95 plus $.89. We only went 16 miles so the correct amount should have been $59 for the entire cost.

Business

Response:

Thank you for your concern for our customers Mrs. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office, in addition to the previous credit for $30 refunded on September 3rd, she issued a supplemental credit for $56.30 back to the same [redacted] account listed on the rental agreement. The credits 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,[redacted]Executive AssistantU-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 originally scheduled the wiring work with U-Haul for 7/25/14 at 4:30. When I got there, they told med me "Sorry, but the technician who does that called in sick." So, I rescheduled, even though I really thought they should have contacted me to let me know. I rescheduled for 8/1/14 at 10:00 (I spoke directly to the technician that would be doing the work and he scheduled the time). I did receive a call from U-Haul to let me know that the technician would not be coming in on 8/1/14 till 1:00, so I rescheduled to 1:00. She said she did not know why the technician would schedule me for 10:00 when he doesnt come in till 1:00. So, on the phone, I scheduled the 8/1/14 appointment for 1:00. On 8/1/14, at 1:00 he wired my car and charged me for his labor ($32.38). On 8/20/2014, I could not get my key out of the ignition. My car was inoperable. I took it to [redacted] and they told me that the cause was "aftermarket wiring at right rear lamp shorted to grown, rt/turn signal fuse open at I/p fuse block causing loss of voltage to body control module." The work that was done at U-Haul caused my car to be inoperable. The parts and labor that were required to fix my car were "secure after market wiring at rear only and replace rt/turn signal fuse 2.5 hrs. After market wiring was laid against right side muffler burning through the coating off the wire causing the fuse to blow and lock up system. Need to take back to U-Haul to have wire rerouted away from exhaust system." The cost to fix it was $349.09. It was not covered by my warranty because it was an aftermarket repair. My car was at the dealership for 2 days getting fixed. I called U-Haul and was told to call their 800 Customer Help number. On 9/1/2014 I was told that the General Manager would contact me. I called 2 more times. Never got a response. My wiring still needs to be repaired correctly. U-Haul should fix their mistake (I do not want to go back to the same location, but will go to another location) and reimburse me for my expense.Desired Settlement: Refund and repair.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and agreed to refund for the repairs to her vehicle. Ms. [redacted] will email the receipt to Mr. [redacted] for reimbursement. She will also have the wiring properly installed at no charge at a selected U-Haul Center. Mr. [redacted] offered his sincere apology to Ms. [redacted] for the inconvenience she experienced.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