- Report: #1066095
Report - Rebuttal - Arbitrate
Complaint Review: U-Haul
U-Haul4655 N Oracle Rd, Tucson, Arizona USA
U-Haul Jimmy Ford JR General Manager at this store 4655 N Oracle Rd, Tucson, AZ , 520- 575-5373Kurt Gene Don't use Ubox which is part of Uhaul you have been forwarned Tucson Arizona
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Where do I begin with this massive migraine. My husband and I and our two dogs moved from Tucson AZ to Banks Oregon on June 27th 2013. My husband Michael called the 1-800-Go U-Haul which is where you can make reservations for their products. We reserved a car dolly and a U-Box which was to be shipped to Hillsboro Oregon because they do not have a location in Banks. So the day came when we needed to get our U Box and load it up they took their money and everything was fine so I thought. The next day My husband gets a call from the local U-haul store where Jimmy Ford JR is the general manager and they ask my husband Michael if they can give our U BOX to another customer because they were in dire need of one.
Keep this in mind this is after they took their monthly rental fee of $86 and some change. My husband Michael kindly replies with no you cannot. Our U-box since they didn't have an adequate sized storage facility was on a trailer in the parking lot Jimmy Ford JR said that if we didn't start loading our stuff in the U-box that he would starting charging us a daily rental rate of $16.31 that is with tax mind you. So he gave us 48 hours to load our U-box I decided at that point to pay for a day for the trailer rental take it to our house load it and bring it back to Jimmy Ford Jr's location. Once the U-box was dropped off on 6-21-2013 it was supposed to be shipped (shipped meaning it was to go from U-haul on Oracle Rd in Tucson to U-box of Tucson then be put on Semi for transportation to Oregon) and somebody from U-box of Tucson was supposed to call us to get payment to ship the U-box even though they had taken my credit card information to charge for the U-box when I was originally on the phone with 1-800-go-uhaul.
U-box of Tucson never called we called them daily starting from 6-23-13 to see if they needed payment and if our U-box had shipped like it was supposed to of course there was no call back at this time we were already on the road to Oregon and still weren't able to reach anybody and on the 26th had left 4 messages. We had spoke with a U-haul distributor here in Cornelius Oregon by the name of Mark to try and find out where our U-box was he said it was still in Tucson and wasn't shipped this was on 7-1-13 he had given us the phone number to contact Kurt who is the general manager for U-Box of Southern Arizona he didn't even know where our U-box was and he said he would call us back, but didn't call us back until we had filed a customer objection which was 10 days later in which case they only had 48 hours to respond.
It wasn't until 7-1-13 that we were able to get a hold of Corina at U-box of Tucson that said our U-box was still at the distribution center in Tucson and that it hadn't shipped and at this same time we were told that the lady who runs it and takes care of the shipments was a no call no show so we told Corina that is needed to be shipped on 7-1-13, but they didn't ship it and she told us it would be here no later than July 9th, 2013. We called to verify that they did do their job and ship the U-box on July 3rd, 2013 and it still wasn't shipped yet until later that day because they said they had paper work to do and they had to schedule somebody to pick up our U-box and that they were at the mercy of the freight companies. So July 9th came and we called the distribution office in Tucson, but Corina wasn't available so I had to speak with Jamie instead and I asked if a manager was available and she said no so I explained the situation to her then I asked her if anybody was available to help me with my situation and she said I don't know and keep in mind she is the manager.
Then after I talked to her I spoke with Brian from Corporate in Phoenix who is really nice and helpful to explain the situation and he helped me file the u-haul customer objection form then he told me it would be 24-48 hours before somebody from corporate would call me to resolve the problem and Kurt's executive assistant Adela called to speak with Michael for Kurt to provide a resolution we asked for $1,232.39 (we were charged $1,060 for the U-box) which is what we spent on household necessities, and food that we were without due to our U-box not being shipped on time which had our household necessities, pots and pans, and many other things we had to re-buy. I talked to Richard at the Hillsboro U-haul to have him help us locate and figure out when our U-box would be here and he said the 9th between 1pm and 4pm.
At 3:53pm Richard called and said he had bad news that the Semi transporting our stuff had a flat and that it was re-scheduled to come in on July 10th no later than 9am and mind you both times this is what Corporate in Phoenix told him. I called Richard at the Hillsboro location at 10:06am on 7-10-13 because we didn't hear anything he told us our U-box had arrived. If my belongings were here on July 2nd, 2013 like they were supposed to be we could have waited the couple days, but to be without your stuff for 10 days after moving to a new area what are you to do. Adela calls back talking about how Kurt's saying he would only refund us $300.00 and Sabrina told her that was ridiculous and that was unacceptable and to take it back to Kurt so she did.
Then Kurt called back two hours later and that they could only do $300 and that it was 30% of what we paid so I told him that is ridiculous and told them to at least go halfway with us and he said our stuff was only 3 days late when it was 5 days late Sabrina told him they have lousy customer service and she asked him if this is how he runs his company and he replied with yes and said most of the U-boxes get shipped on time and that some do fall through the cracks like our U-box did and basically made me feel like it was my fault and that I was being an unreasonable customer at this point I put my Husband Michael on the phone.
I was trying to reason with Kurt, but he wasn't willing to reason, he also pointed out that there is no fault level's or payments for faults...that nobody at u-haul was at fault either. I said How much is a customer worth to U-haul and Kurt said that we aren't ever going with U-haul again so that it doesn't matter anyway and he said that it seemed like the only thing he could to make us happy was to give us a full refund that he wasn't going to do that when I told him again just meet us halfway which he wasn't willing to do yet again. So instead of getting nowhere on the phone with Kurt he said he was giving us a $300.00 refund and we ended the call.
P.S. the entire time U-haul had our credit card on file so they could of shipped it at any time. Oh yeah Corina from U-box of Tucson tried to charge my credit card a second time so they could get a double payment and I demanded that she didn't that was the only thing she did right since U-haul had already charged my card 4 days prior to her trying to charge my card again.
This report was posted on Ripoff Report on 07/10/2013 09:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/U-Haul/Tucson-Arizona-85705/U-Haul-Jimmy-Ford-JR-General-Manager-at-this-store-4655-N-Oracle-Rd-Tucson-AZ-520--1066095. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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