• Report: #1161733
Complaint Review:


  • Submitted: Sun, July 13, 2014
  • Updated: Sun, July 13, 2014

  • Reported By: Liz — Brampton Ontario
152 East Drive Brampton, Ontario Canada


*Author of original report: Ignored by U-Haul the Caring Company

*Author of original report: U-Haul Update

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 In November 2013 I had decided to move out of a life threatening situation. I went to U-Haul Storage in Brampton. I asked questions (many of them) and decided it would be a good place to store my belongings. While i was in the store I purchased a lock for the Unit and paid for the month of Novemeber and December 2013 in cash in the amount of $136.18 while there.

Before leaving the city of Toronto I returned to to U-Haul Storage on East Drive in Brampton to leave a post dated Money order with them to pay the locker up to and including the month of April 2014 with the next payment due in May of 2014. I paid by Money Order in the amount of $272.36 which was to commence January 9 through to May 9 2014 at which time a new payment would be due on May 9, 2014.

I called May 8, 2014 and spoke with Susan and told her my May payment would be late and I would send the May payment in June 2014 with the June payment along with the late fees for May. She said no problem! I asked if they would initiate an action to seize my property and she stated that I would receive a letter but that they don't begin an acrtion of seizure unless someone is months late.


On May 28, 2014 I received a letter of notice for late payment. On June 5th 2014 I received another letter stating that they were beginning the process of Lien.

I called their office 23 times befor finally getting someone to speak with. I explained the situation and told them that I had just purchased a monty order on May 28, 2014 before receiving their registered letter which I received through email from a friend.

I told U-Haul Christi that the Money order was for $190.00 which would cover the May payment along with late fee and June payment for June 9th, 2014 and extra to put toward July payment in the amount of $31.00. Christi told me they had not received payment and I could not understand why after such a long time frame for mailing.? I asked her if it was on someones desk and over looked or if it was mistakenly input to another account. She said she would look into it and get back to me. She didn't!

I called the following day and each day after encountering a number of different store reps who either put me on hold and did not return to the phone, hung up on me or tried to turn the tables and make the situation my fault.

Finally on June 8, 2014 I called the store and I was crying, A girl named Natalisha (not sure of the spelling of her name took my desperate call...as I have some of my childrens belongings in their memories from childhood and documents from Italy family history that have sentimental value.  I pleaded with her to look on the desk etc. and she put the phone down then returned and stated the Money Order was in fact there on the desk...I got her to read the serial number to me and I read it to her and it matched with the amount and she confirmed my written explanation on the back of it as well as the unit  number and account it was to go to. I asked if she would in put it while we were speaking and she said she couldn't that the person who does it was not in the store and would not return until the following day.

I stated that she make sure that the payment be input and the account sert straight ans she assured me it would.

Larter in June I received another letter stating I did not pay for jUne opr May and owed the outrageous late fees etc. I asked them if they were holding back mine and opther people's mailed payments in order to claim late fees and they became upset! As my payment was not only on the desk in the store before payment due date but up until speaking with Natalisha there was denial of it's existance! It was cashed on June 13, 2014.

I called again and spoke with another agent by this time emotionally drained and was assured that the account was set straight and that the over payment/credit would be acknowledged. It wasn't and they tried to absorb it with more late fees. When they understood I was on to them they gave me a $20.00 by email to apply when I wished.

I called and asked if I may put the $20.00 certificate toward July's payment. They said yes! On June 28,2014 I purchased another money order! in the amount of $48.09 I wrote on the back what month it was for and added the certificate number to apply the $20.00 certificate that would equal a total monthly payment of $68.09.  I placed it in a pre stamped envelope and addressed it. I then thought perhaps I should spend an extra $12.00 and register it so that someone must sign for it to see what happens. These people either have balls, a judge in their pockets or just stupid! I sent the money Order through Canada Post and check on it the following week! sure enough the Money Order arrived early once again before payment due date on July 4, 2014 at 1:42 pm and was signed for! They are now making a claim  that they have not received payment for May, June and July of 2014. I have with me the receipts and the postal validation of their receipt of payment. I am warning everyone who has lost their belongings due to late payment fees or is having issue now with the same thing that I believe this company is with holding customer payments on their desks to make it look like the customer is late...to collect extra in fees or they have an incompitant book keeper. No matter what way this goes I hope that a consumer advocate agency will read this and begin a full scale internal investigation of this company and their books along with tax revenue  etc. The issue I have written about here has for the second time gone to a regional manager of the same company not out side for investigation. The last time this was done the manager wrote back to me in an email a sarcastic response disowning any error and wrong doing by the company...that's like having government or police investigate themselves! SOMEONE PLEASE HELP !!!       



This report was posted on Ripoff Report on 07/13/2014 02:24 PM and is a permanent record located here: http://www.ripoffreport.com/reports/u-haul-storage-canada/brampton-ontario/u-haul-storage-canada-potential-rippoff-under-investigation-brampton-ontario-1161733. 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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Updates & Rebuttals

#1 Author of original report

Ignored by U-Haul the Caring Company

AUTHOR: Liz - ()

Since my original post and last update I realized I had forgotten to include a tekephone conversation I had with Donna at U-Haul for and hour and a half on July 12, 2014 at 1:30 pm. I asked for a copy of the telephone conversation and have not received it. She assured me that my complaint would be dealt with by a Manager at their regional office. I have heard nothing from them!

Today I sent a number of emails to various people and deparments at U-Haul with no acknowledgement. The last email I sent is as follows:


Have you done the math? I'd like this issue resolved once and for all time truthfully and fairly. PLEASE READ THE FOLLOWING CAREFULLY.

I paid $190.00 in a money order to cover $68.09 for the month of May plus a $15.00 late fee which equals $83.09 in that payment was the payment for June of 68.09 no late fee as the Money Order was on your desk on June 8, 2014...that brings the total to $151.18 the balance of which is an over payment of $38.82 carried forward to July's payment in a Money Order of $48.09 totals a payment of 86.91 for July 2014 with a carry over of $18.92 plus the $20.00 certificate number; 5F78CD2C  brings me to a total over payment carried to August 2014 in the amount of $38.82 not only am I still paid up but I am still paid in advance with a carry over to August of 2014. This would leave a balance for payment in August of $29.27.

I have done the math for you...perhaps you would care to correct things to reflect my over payment to August 2014 and the correct balance of what August payment would be!

Again payment for August 2014 would only be $29.27.

I have sent email requesting information as to whether U-Haul has added any obstacles or impediments to my storage unit that would prevent me from entering the unit and accessing my property.

U-Haul Brampton nor the regional office has replied.

I will continue to make contact with U-Haul Brampton on a daily baises.

So far I have not had any dignified so-operation with this company neverming adequate customer service!I am still hoping that someone will read this and conduct a full internal investigation into the companies books and customer service values and commitment


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#2 Author of original report

U-Haul Update

AUTHOR: Liz - ()

 Since I posted my physical, mental and emotional traumatic experience with U-Haul East Ave in Brampton they still do not get it!

I have sent proof beyond proof to their office of my payments and payment dates of when the payments were received.

I received a response from them stating they were sorry and offering me a free month of storage for a month I have already paid for in full! with proof! I also sent proof of the certificate number for $20.00 I received for an over payment to their company for the months they claim I did not pay!

I have requested from them the following which I understand I am entitled to under the Canada Business Act which they refuse to comply. This is what I sent to them in response to their email to me.


First their email:

Dear; not allowed to put name
I am terribly sorry about all the inconvenience you have had to endure. I have taken a look at your account and I am not sure as to what occurred. I see that we did receive a payment from you which covered your expense until July. I am not aware of any $20 dollar credit NOR have we received any check/payment for the month of July 2014. In order to rectify this situation and be on the same track I am willing to give you the month of July 2014 for free. Therefore we will start fresh from August 2014.
Here is my reply; Completely within my consumer rights!
I noticed the in your subject line you titled it "late notice" I
would like you to send me the following in writing; 1. A clear
explanation, On proper letter head, stating that my account is up
to date with a ZERO balance, 2. on an appropriately Titled
document/ email and mail, for my records, 3. a written letter to
confirm the dramatic error on your companies behalf, 4. what
specific action you plan to take, 5. how you may correct the error,
6. what reimbursement if any the company plans to give me and 7. a
guarantee that I may enter my locker and all contents without
obstruction or impediment from any employee or manager with U-Haul
or third party from this day forth until I am in breach of our
contract with proof!

Finally: I may request this letter and under the Business Act of
Canada and Ontario and you are Obliged to comply under the same

I will allow 10 days for your reply by mail to not allowed to put address and till the end of this week by email to this
I have received no acknowledgement of this request by the branch or head office! Not even to say they have received the mail and will review the situation?
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