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Report: #368606

Complaint Review: U-Haul - Phoenix Arizona

  • Submitted:
  • Updated:
  • Reported By: Bensalem Pennsylvania
  • Author Confirmed What's this?
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  • U-Haul 2727 North Central Avenue Phoenix, Arizona U.S.A.

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Reserved a truck on 8/21 for 8/31 move. Purchased moving help which scheduled movers to come. Recieved confirmation of my purchase the same day. Called Uhaul to see if I could pick up the truck a day earlier. They said it would be fine as long as the uhaul agent servicing the transaction would be ok with it. To be brief, I couldnt get the truck earlier because they just didnt have one. So, the day before the move came and I recieved the expected confirmation email telling me my reservation was guaranteed. I had to delay the movers because they would have gotten here too early incurring costs so they agreed to come a little later. I honor my appointment to pick up the truck. UHAUL orders the franchise not to rent me the truck they reserved for me.

They had a few 17 footers and one lady bringing hers back. I had to get on phone with the most ignorant, impersonable person I have ever dealt with. He flatly said, "you are not taking a rental unless you make a 781 dollar payment". I asked what such charges were for and he said he did not have the details only that I owed them 781 dollars. I told him I was not going to just pay him the money without knowing what it was for and he bluntly stated "well you are not renting a truck without paying this charge". For a brief second he opened up and said it was regarding an incident in 2002 where I rented something in October 2002. I told him I did not rent from them during that time. He hung up on me. The franchiser could not do anything more though they were extremely supportive and gave me some numbers to call and names. They said UHAUL are very stern in their dealings and that they have actually been hung up on by them in the past. Were talking a franchiser, not a customer - have been hung up on by these clowns at Uhaul. So, needless to say, I went home without a truck and with movers on their way. I was not given 50 dollars guarantee as promised. When I got home, I called my landlady and told her I had to stay for a couple days longer. She said to leave her a check for the time I spent at her home on the counter. I had to call the movers who said they would not be able to come until after the holiday. I then had to put more money down for a more expensive truck which required a larger deposit. I then called UHAUL again and got a very confused individual named Mike Torres. At first, he said I damaged their truck by putting the wrong fuel in it. When I prodded for more detail, he gave me a very strange name and that my name was referenced with this person in the damages to the truck. He said, in addition to this, I had their truck out for 60 days. I rented in June 2002 and did not return it until August 2002. I asked him who the agent was where I had supposedly dropped this truck off at and he said he could not give me that information. If he could ask me for upwards of 800.00, why couldnt he give me the reasons for it? His explanation was that such contract information was archived. To this moment, I do not understand how someone can accuse someone of owing them money and not having any exacting details other than 'lateness'. To be blunt, I brought that truck back the next day in June 2002. It must have been a mistake on their part to have not logged that truck in their system. Had the truck been THAT late, my credit card would have shown such charges. Otherwise, they would have to prove they made some kind of gesture that I was 60 days late bringing their truck back. I used their truck no longer than 48 hours and that somehow got translated into 60 days?? Needless to say, Mr. Torres also hung up on me. This was after he could do nothing for me. Told me to write to his company and to call the collections on Tuesday when they resume business. He did not care that I had all of this move planned and that they lead me on in doing business with me to the very last hour causing me this inconvenience. I am taking UHAUL to small claims court and they will be paying every penny above what I anticipated in expenses. UHAUL is a TOTAL ripoff.

Eric
Bensalem, Pennsylvania
U.S.A.

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This report was posted on Ripoff Report on 08/31/2008 02:24 PM and is a permanent record located here: https://www.ripoffreport.com/reports/u-haul/phoenix-arizona-85004/u-haul-they-cancelled-my-reservation-after-they-confirmed-and-promised-me-a-truck-phoenix-368606. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#4 Consumer Comment

My friends and I have had similar experiences with this company- STAY AWAY!

AUTHOR: Mike R. - (U.S.A.)

POSTED: Sunday, June 28, 2009

While I mainly had to deal with flat-out rudeness from U-Haul, my friends had a much worse experience (albeit after I warned them not to use U-Haul). My friends whom I was helping move in town reserved a truck from U-Haul online over a month before they needed it. When they went to pick up the truck from the Carbondale, IL, store on the day that they moved they were told that there were no trucks available. They were honestly incredibly irritated because they reserved a month in advance and this was their moving day, but they were told that a reservation was contingent upon whether or not a truck was available. Mind you, they were not told this when they made the reservation. They were told that they could drive to Mt. Vernon (an hour away) to get a truck. Since they had no other choice, they agreed to do so but told them that they felt U-Haul should pay for the gas due to the lack of communication and customer service. U-Haul refused to do so, but they needed the truck anyway and they went to Mt. Vernon to get it. After they finished moving, they returned the truck and told U-Haul that they refused to pay for the gas. U-Haul would not budge. They were charged for the gas plus a $30 fee for U-Haul to fill it. They called the corporate office and were told that noone has authority to authorize free gas and noone would. They asked to speak to a supervisor and were told "he is just going to tell you the same thing." What a lousy thing to say! They talked to the supervisor and were in fact told the same thing. As far as I know, they were never refunded the charges on their credit card.

Now, to be fair, I realize this is coming from a third person and I may not have been there. But, I did deal with them a year before this happened, and they were incredibly rude and unhelpful. I had a $75 hold placed on my debit card, which they told me about when I signed for the truck. I was told it would be lifted when I returned the truck. At the time, I was a student and broke. At any rate, I returned the truck and the hold was not lifted until 5 days later! I called them and told them that I needed to drive to Chicago and that I needed the money back in my account to do so. They told me that they had lifted it on their end.... but I called the bank and the bank said that was not so. The bank told me I needed a signed letter on company stationary from U-Haul saying that it was OK to remove the hold. I called them and told them, and I was told in a very rude tone that they couldn't. I asked why, and they just kept repeating "I can't." I said, "What do you mean you can't? Don't you have a computer with Microsoft Word?" They told me no, they didn't.... and I said "I find that hard to believe." Every job I have ever worked had a computer with a word processor SOMEWHERE! Well, when I told the owner that, she got even more huffy and told me "That's why we wold you to use cash when you signed up for the truck!" I told her that I was told the hold would be lifted when I returned the truck, and it had not. She told me they have no control over that and she would not help me. Also, I know that when i worked at a hotel, I had a problem with a customer who had a hold placed on their credit card and I took care of the situation by calling the bank for them and releasing the hold. THAT IS WHAT BUSINESSES WHO CARE ABOUT CUSTOMERS DO! The OWNER was very rude and inspired me not to go with them.

I have to move about 400 miles in a month. While there is a U-Haul about a mile from me, I will drive over 60 miles to get a Penske truck. It will cost me about half as much as U-Haul anyway. I recommend you do the same and avoid this company at all costs. They absolutely do not care about their customers and will do whatever it takes to make a quick buck. I can see others on this site have confirmed this. Use a company with better customer service. Do yourself a favor and don't do business with this crooked company.

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#3 Author of original report

The latest detail

AUTHOR: Eric - (U.S.A.)

POSTED: Tuesday, December 23, 2008

After this incident, I notified the Better Business Bureau. Maria, the helpful saint that she claims to be, defended UHAUL in their objective of getting me to pay for the mishandling of the appliance dolly by their agent. BBB closed the complaint after UHAUL denied any wrongdoing on their part. Let these ripoff reports show that UHAUL and the BBB are one and the same and is probably the only reason Maria can say she earns a paycheck. So, Maria, your so called HELP is nothing but lipstick on a pig. You are as worthless as the organization you represent and I hope you make a career change soon.

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#2 UPDATE Employee

We value our U-Haul customers.

AUTHOR: Maria P. - (U.S.A.)

POSTED: Monday, September 08, 2008

Dear Eric of Bensalem, PA,
I am with the U-Haul Company and would like the opportunity to address your concerns. Please contact me at maria_palmisano@uhaul.com.
Thank you,
M. Palmisano

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#1 Author of original report

They partially admit wrongdoing

AUTHOR: Eric - (U.S.A.)

POSTED: Tuesday, September 02, 2008

After calling their collections office, it was cleared up as to what exactly the charge was for. Apparently, I rented an Appliance Dolly which was rated at 10 dollars per day until the dolly was accounted for in South Carolina 72 days later. The collections rep said that the regional office had no record of my returning the dolly though they had the record of returning the truck. If I kept the dolly when I returned the truck, I would have had to travel to South Carolina just to put the dolly on a different UHAUL truck. This unlikely scenario has been noted by the collections rep.

So, I was then directed to call the Philadelphia regional office to speak with an Administrative Assistant in order to clear these charges. As of this date, the Admin Assistant was out and would return tomorrow. I will then ask them for reembursement for this foul up. I predict they will NOT reemburse me or they will attempt to offer a free truck rental. I have since secured a rental from a competing vendor and have already paid my landlord the fees required to stay when I lost the opportunity to move last Sunday. Therefore, I will request the reembursement of these incidentals. If this is not doable, I will see them in small claims court. Let me close by saying that UHAUL needs to work on their customer service. They use, at their disposal, a seemingly endless inter departmental referral that makes customers do the leg work.

Call here, then call there, the call here. Additionally, some of the representatives are downright ignorant and need to have their heads examined. They get defensive very quickly. Despite the fact that they get calls from angry customers, they are wrong to anticipate all customers will be angry and wrong. Therefore, I dont want any excuses because of what someone else did before me. Send those reps to anger management before giving them a paycheck.

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