Request for assistance through Revdex.com to get this matter resolved with U-Haul Storage of LovelandOn March 06, 2017 I contacted the U-Haul Neighborhood Dealer to make reservations for a truck or cargo van. Spoke to an agent at 11:59 am - Agent inquired about the destination (only the state). She even asked me about the miles between Loveland, CO to Sacramento, CA. At this time I have not given the okay for the reservation because I was looking into the date of leave which I was not sure at the time what the date would be and not sure as of yet if the U-Haul company would be my pick. I had an agent from U-Haul Loveland assist me. The agent requested for the miles from Colorado to California and I said to the agent I did not know. This was my first time renting from a moving company and had no idea how many miles in total. I informed the agent that I will google it (guessing) added the zip code 80538-95820 through Melissa's Data. I informed the agent according to what I found - it shows 882.2 miles one way. Again, no address given as of yet of my destination and where I was leaving from. The agent stated it was 1700 miles roundtrip. She stated it would be same price for seven days and then stated if I kept the cargo van for seven days it would be $612.05. The sub total: 591.50. The total for the rental of the cargo van with taxes was for the amount of $602.05. She mentioned how they had a 24 hour hotline in case we had any problems with the cargo van. I will have a full tank and needed to return back a full tank. I informed the agent I was not sure which day of leave (Saturday or Sunday) agent stated I can go ahead and give a date there was no cancellation fee if I decide to cancel the reservation with them. I then stated to the agent I will have to contact my friends and I had to work it around them since they were part of event of the St. Patrick's Day Parade. I will give them a call back and did not make the reservation on this day.(I contacted this office more than once and spoke to different agents.) Spoke to another agent to inquire about the requirements to get the reservation done. He provided the information (Name, current address and destination (Sacramento, CA), my visa card number and the expiration date. Agent transferred me to the reservations department. Spoke to another agent and he entered the information in the system for the reservation. He mentioned that on the day of pick up both driver's have to provide their license. I informed the agent that the driver's will be picking up the cargo van on Saturday between the hours of 1:00 - 3:00 pm. Agent stated rental was for four days as per my request. He mentioned there was a charge for an environmental fee which was a dollar per day. Once again, I reminded the agent the cargo van will be returned on Wednesday latest afternoon. He provided the reservation number #: [redacted]. Total for the rental: $602.50. Agent stated they will contact me tomorrow to confirm the reservation and pick up. He reminded me there was no charge if I decide to cancel the reservation.Saturday, March 11, 2017Manager: AL assisted us.Location: U-Haul Storage Loveland, COLicenses provided (Driver's and I)My credit card provided as requestedDuring my conversation with the manager I noticed there was an error on the mileage. I brought it up to the managers attention. Manager tried to make the change in the system but according to the manager the system was not allowing her to make that change. She stated she will give us 2,000 miles - I was unsure about it since I did not know for sure how many miles from Loveland, CO to the address in Sacramento, CA Manager mentioned she will speak to someone to see if they can change it. We (driver's and I) discussed with the manager that there would be stops for food, gas and restroom and most of these gas stations were not close to the exit but distant. At this point I did not know that the mileage given for this trip were wrong . All I noticed was whoever added the round trip added it incorrectly showing 1700 miles round trip.I provided my credit card for the reservation and my bank was declining the transaction. I swipe my card more than once it the bank kept declining the transaction. I then contacted my daughter to informed her about the situation and my daughter asked if she can pay with her credit card. Manager stated "Yes" and I handed the phone to the manager so she could get the information from my daughter to pay for the rental. The agreement was for the amount of $591.45. My daughter authorized for the payment of the actual rental. I had two witnesses with me at the office who heard this conversation.After the transaction we were given the key and contract for the rental. One of my driver's opened the door and he noticed it was a two seat only. We went to the back to see if there was any seat in the back and there was no seat. I asked her about it and she stated this is all they had. I had no choice but to take the cargo van because a payment was done already for the reservation and I had already problems trying to make a payment through my bank but also it was my last week at my landlords house. I had to leave.My landlord provided a folding chair for me to sit in the back of the cargo van and two sleeping bags in case I needed to lay down. She also provided the straps to hold together the boxes. That is not all,on our way to Wyoming I was feeling cold. My driver's had the heat on. I do not know why I was not getting any heat in the back of the cargo van. I ignored it...but as we went ahead through other statesI was feeling very cold. I was not getting any heat in the back of the cargo van. I got to Sacramento at 2:00 am. I was sick for approximately 2 in a half weeks with a dry cough.Please be advice that during my conversation with the different agents including manager their would be three people on this trip. I have kept a journal since the first day I contacted U-Haul Loveland. I will provide the copy of the journal if needed. I would have to mail you the copies as I mentioned to you yesterday during our conversation.Following this email I will sending a picture of the odometer when we first arrived here. We took I 80 West that is 1,117.00 miles one way (17 hours and 22 minutes) roundtrip would be 2, 325.00 and this is with no stops at all for gas, food, and necessities - adding as well the address where I resided to the address to both locations - the address in Loveland and the destination address. I want to add here that mydrivers' took the shortest route to get back to Colorado. They send me a copy of the map. It took them 16 hours (15:59 hours to be exact).If you need the addresses of both locations I will provide if needed. I also can provide information of my previous landlord, driver's and other. Please, do not hesitate in calling if you have any other question in regards to this complaint.Thank you for your time in this matter. Please thank [redacted] for me as well. I appreciate your help.Sincerely,[redacted]
This is unacceptable. We had more than $1000 in damage to furniture stored in the attic section odlf the truck. The UHAUL rep tried to tell us it had been mopped, another said it was due to rain dripping when the door was rolled up. This was false. The door does not roll up to the attic area. $100 does not begin to cover the damages. Multiple attempts have been made to talk with Rep West to no avail. Once receipts were provided, they mysteriously disappeared and stopped answering us. We have been long time customers of UHAUL and the way we were treated is not a testament of a company who has concern for their customers safety or possessions, much less their satisfaction. We were told our belongings would be covered under the purchased insurance, but that's obviously not the case. Why talk us into paying insurance if it isn't worth the paper it's written on?
for two days my bank account was negative with a pending charge of 179$ I could not pay any bills or deposit anything I tried to have uhaul fax a hold release and tge first two times they refused I do not think I should have to pay full price for nothing but problems
June 12, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. [redacted] and Mr. [redacted].
[redacted] our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. In the interest of customer good faith, Mr. [redacted] relayed a refund for $25.63 was issued back to the [redacted] account listed on the rental agreement. The refund should post on their next credit card statement.
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
May 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Mr. [redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.
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
October 27, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers Mr. and Mrs. [redacted]. Please be assured Mr. and Mrs. [redacted]’ concerns have been reviewed on more than one occasion and were forwarded to our Regional Office responsible for our U-Haul at Spruce Hills location. We realize there is never an excuse for rudeness and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Proper steps have been taken to prevent the situation from happening again. Other than the refund already issued, no further monetary reimbursement will be forthcoming. However, as we value Mr. and Mrs. [redacted] as customers, I took the liberty of sending them a $20 VIP Certificate by email that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items. 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, Maria P[redacted] Executive Assistant U-Haul International
August 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Karen C[redacted], our Executive Assistant for our Maryland Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the checks would...
have been returned because we do not accept partial payment. She did state she will removed the auto-pay from Ms. [redacted]’s account and will follow up with our GM regarding the rude treatment she experienced. Please be assured we do not condone rude behavior from our staff and will take corrective action to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
October 23, 2016 Revdex.com ID#: [redacted] U-H**l Ref#: [redacted] Thank you for your concern for our customer [redacted]. John L**, a Senior Customer Service Agent, followed up on the information [redacted] provided and sent the following email in response: Hi this is John L** with...
U-Haul customer service. I am reaching out to you about the Revdex.com letter you sent disputing the toll charges that we charged your card for. We are going to stick with the fact that the toll citations line up on the dates and time you have the equipment in your possession. We are going to take the stance that we feel the rate you paid for the rental and the toll charges remain in place. I am very sorry for the trouble this caused you. I hope you will consider using us again in the future. Thank you Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-H**l International
February 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Joe G[redacted], our Executive Assistant for our Western Quebec Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Mr. [redacted] , CAF [redacted], Thank you for contacting our customer service. Our apology at this time cannot undo past damage, but our regret is sincere, and our efforts in the future will be guided by this experience. Unfortunately, on occasions there are some problems out of our control that can appear without any sigh of existence. In terms & conditions for equipment rental it state that the customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of equipment including failure of the equipment to operate properly. In the, hope that you will give us your trust, again in the future. I would like to offer you a monetary compensation in the amount of 500.00$ for the inconveniences that the delay in the delivery of the UBox may of cause to you and your family if accepted the refund of 500.00$ will be mail and will take 3 to 4 weeks once your mailing address is confirmed to me by email.. Thank you, again, for bringing this problem to our attention; you are helping us to provide a better service. Sincerely. Customer Service (Joe G[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, Maria P[redacted] Executive Assistant U-Haul International
May 8, 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 [redacted] and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms....
[redacted] and investigated the situation. She issued a refund for $194.53 back to Ms. [redacted]’s Master Card account, which should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely, [redacted]
Executive Assistant
U-Haul International
September 6, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Manuel G[redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided. Since she is unaware of the previous rental with her information, she needs to file a...
police report for identity theft and forward us a copy for further follow up.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
July 28, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Omar S[redacted], our GM for our U-Haul Moving and Storage of Elizabeth, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was...
happy with the new shipper provided for his move. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
Hi Gianna, U-Haul and I have reached an acceptable settlement. Please mark this complaint as resolved and closed. Thank you very much for your time. Sincerely, [redacted]
June 1[redacted] Thank you for forwarding [redacted] concerns to our office. [redacted], our GM for our U-Haul Moving and Storage at Jamil Rd., followed up on the information [redacted] provided. She informed our office [redacted] was instructed to...
notify the U-Haul office of move out and she never did until she was contacted when rent was due again. We also requested a death certificate and we would not charge for rent but she never did. We have since moved our customer out of the unit. 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
October 13, 2014
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 New York Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] rented a truck in Greensboro, NC for...
in-town use on September 3rd at 5:46 pm. The truck was due back on September 5th at 10:00 am but was taken one-way instead to Rochester, NY. The one-way rate would not apply. Ms. Lansing sent the following email to Ms. [redacted] in response:
Ms. [redacted], Per the Terms & Conditions for Equipment Rental (a packet that you were provided with your receipt) we are allowed to keep the property in the truck until outstanding amounts are paid back to U-Haul. There currently is a balance due on the truck & auto transport rental as well as the storage unit. All of which needs to be paid. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York 8045 State Route 96 Victor, NY 14564
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
June 25, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Taylor G[redacted], our GM for our Boynton Beach Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and...
explained a refund for fuel was not due but a refund for the extra day charge of $20 was issued on June 12th. The refund should post on her next Visa credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
April 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for you for your concern for our customer Mr. [redacted]. Todd R[redacted], our GM for our U-Haul Moving and Storage at Gandy Blvd., followed up on the information Mr. [redacted] provided. He informed our office he contacted...
Mr. [redacted] and explained he shows no administration fees were applied or collected. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...
November 3, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in...
response:
Hello, This is [redacted] General Manager of [redacted] U-Haul. Please give me a call to resolve any issue you still have. I'm going to waive the late fee's that are on your account but will not be able to do this again in the future. Office [redacted] Cell [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,
[redacted]
Executive Assistant
U-Haul International
I was told by Ryan I would be reimbursed for the full $2638, which covers the shipping and the movers help, which I had already scheduled, and I still insist that the full cost be covered. The $2638.00 doesn't even cover the costs incurred by me for the late arrival of my U Box, let alone all of the headaches and inconveniences me and my girlfriend have gone through in the last week. I will not settle for less than a full reimbursement, which was already promised to me. I don't even know why U Haul is saying to start the $50/day on the 26th when the box was supposed to arrive on the 23rd.
October 18, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement. Alissa N[redacted], our President for our Akron Regional Office, followed up on the information Mr. [redacted] provided...
and sent Ms. [redacted] the following email in response:Ms. [redacted] Your recent rental was given to me to review. I have reviewed and applied a credit of $124.76 to your credit card. I apologize for the stress this may have caused you - I understand moving is stressful enough. I emailed you a receipt of the credit. Again - I apologize for the issues on this recent rental. If there is anything else I can help you with, please let me know. Thank you for renting U-Haul Ms. [redacted] emailed Ms. N[redacted] back and requested a check be sent since her credit card account was now closed, therefore, Ms. N[redacted] issued a check for $124.76 instead. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
Request for assistance through Revdex.com to get this matter resolved with U-Haul Storage of LovelandOn March 06, 2017 I contacted the U-Haul Neighborhood Dealer to make reservations for a truck or cargo van. Spoke to an agent at 11:59 am - Agent inquired about the destination (only the state). She even asked me about the miles between Loveland, CO to Sacramento, CA. At this time I have not given the okay for the reservation because I was looking into the date of leave which I was not sure at the time what the date would be and not sure as of yet if the U-Haul company would be my pick. I had an agent from U-Haul Loveland assist me. The agent requested for the miles from Colorado to California and I said to the agent I did not know. This was my first time renting from a moving company and had no idea how many miles in total. I informed the agent that I will google it (guessing) added the zip code 80538-95820 through Melissa's Data. I informed the agent according to what I found - it shows 882.2 miles one way. Again, no address given as of yet of my destination and where I was leaving from. The agent stated it was 1700 miles roundtrip. She stated it would be same price for seven days and then stated if I kept the cargo van for seven days it would be $612.05. The sub total: 591.50. The total for the rental of the cargo van with taxes was for the amount of $602.05. She mentioned how they had a 24 hour hotline in case we had any problems with the cargo van. I will have a full tank and needed to return back a full tank. I informed the agent I was not sure which day of leave (Saturday or Sunday) agent stated I can go ahead and give a date there was no cancellation fee if I decide to cancel the reservation with them. I then stated to the agent I will have to contact my friends and I had to work it around them since they were part of event of the St. Patrick's Day Parade. I will give them a call back and did not make the reservation on this day.(I contacted this office more than once and spoke to different agents.) Spoke to another agent to inquire about the requirements to get the reservation done. He provided the information (Name, current address and destination (Sacramento, CA), my visa card number and the expiration date. Agent transferred me to the reservations department. Spoke to another agent and he entered the information in the system for the reservation. He mentioned that on the day of pick up both driver's have to provide their license. I informed the agent that the driver's will be picking up the cargo van on Saturday between the hours of 1:00 - 3:00 pm. Agent stated rental was for four days as per my request. He mentioned there was a charge for an environmental fee which was a dollar per day. Once again, I reminded the agent the cargo van will be returned on Wednesday latest afternoon. He provided the reservation number #: [redacted]. Total for the rental: $602.50. Agent stated they will contact me tomorrow to confirm the reservation and pick up. He reminded me there was no charge if I decide to cancel the reservation.Saturday, March 11, 2017Manager: AL assisted us.Location: U-Haul Storage Loveland, COLicenses provided (Driver's and I)My credit card provided as requestedDuring my conversation with the manager I noticed there was an error on the mileage. I brought it up to the managers attention. Manager tried to make the change in the system but according to the manager the system was not allowing her to make that change. She stated she will give us 2,000 miles - I was unsure about it since I did not know for sure how many miles from Loveland, CO to the address in Sacramento, CA Manager mentioned she will speak to someone to see if they can change it. We (driver's and I) discussed with the manager that there would be stops for food, gas and restroom and most of these gas stations were not close to the exit but distant. At this point I did not know that the mileage given for this trip were wrong . All I noticed was whoever added the round trip added it incorrectly showing 1700 miles round trip.I provided my credit card for the reservation and my bank was declining the transaction. I swipe my card more than once it the bank kept declining the transaction. I then contacted my daughter to informed her about the situation and my daughter asked if she can pay with her credit card. Manager stated "Yes" and I handed the phone to the manager so she could get the information from my daughter to pay for the rental. The agreement was for the amount of $591.45. My daughter authorized for the payment of the actual rental. I had two witnesses with me at the office who heard this conversation.After the transaction we were given the key and contract for the rental. One of my driver's opened the door and he noticed it was a two seat only. We went to the back to see if there was any seat in the back and there was no seat. I asked her about it and she stated this is all they had. I had no choice but to take the cargo van because a payment was done already for the reservation and I had already problems trying to make a payment through my bank but also it was my last week at my landlords house. I had to leave.My landlord provided a folding chair for me to sit in the back of the cargo van and two sleeping bags in case I needed to lay down. She also provided the straps to hold together the boxes. That is not all,on our way to Wyoming I was feeling cold. My driver's had the heat on. I do not know why I was not getting any heat in the back of the cargo van. I ignored it...but as we went ahead through other statesI was feeling very cold. I was not getting any heat in the back of the cargo van. I got to Sacramento at 2:00 am. I was sick for approximately 2 in a half weeks with a dry cough.Please be advice that during my conversation with the different agents including manager their would be three people on this trip. I have kept a journal since the first day I contacted U-Haul Loveland. I will provide the copy of the journal if needed. I would have to mail you the copies as I mentioned to you yesterday during our conversation.Following this email I will sending a picture of the odometer when we first arrived here. We took I 80 West that is 1,117.00 miles one way (17 hours and 22 minutes) roundtrip would be 2, 325.00 and this is with no stops at all for gas, food, and necessities - adding as well the address where I resided to the address to both locations - the address in Loveland and the destination address. I want to add here that mydrivers' took the shortest route to get back to Colorado. They send me a copy of the map. It took them 16 hours (15:59 hours to be exact).If you need the addresses of both locations I will provide if needed. I also can provide information of my previous landlord, driver's and other. Please, do not hesitate in calling if you have any other question in regards to this complaint.Thank you for your time in this matter. Please thank [redacted] for me as well. I appreciate your help.Sincerely,[redacted]
This is unacceptable. We had more than $1000 in damage to furniture stored in the attic section odlf the truck. The UHAUL rep tried to tell us it had been mopped, another said it was due to rain dripping when the door was rolled up. This was false. The door does not roll up to the attic area. $100 does not begin to cover the damages. Multiple attempts have been made to talk with Rep West to no avail. Once receipts were provided, they mysteriously disappeared and stopped answering us. We have been long time customers of UHAUL and the way we were treated is not a testament of a company who has concern for their customers safety or possessions, much less their satisfaction. We were told our belongings would be covered under the purchased insurance, but that's obviously not the case. Why talk us into paying insurance if it isn't worth the paper it's written on?
for two days my bank account was negative with a pending charge of 179$ I could not pay any bills or deposit anything I tried to have uhaul fax a hold release and tge first two times they refused I do not think I should have to pay full price for nothing but problems
June 12, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. [redacted] and Mr. [redacted].
[redacted] our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. In the interest of customer good faith, Mr. [redacted] relayed a refund for $25.63 was issued back to the [redacted] account listed on the rental agreement. The refund should post on their next credit card statement.
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
May 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Mr. [redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.
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
October 27, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers Mr. and Mrs. [redacted]. Please be assured Mr. and Mrs. [redacted]’ concerns have been reviewed on more than one occasion and were forwarded to our Regional Office responsible for our U-Haul at Spruce Hills location. We realize there is never an excuse for rudeness and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Proper steps have been taken to prevent the situation from happening again. Other than the refund already issued, no further monetary reimbursement will be forthcoming. However, as we value Mr. and Mrs. [redacted] as customers, I took the liberty of sending them a $20 VIP Certificate by email that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items. 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, Maria P[redacted] Executive Assistant U-Haul International
August 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Karen C[redacted], our Executive Assistant for our Maryland Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the checks would...
have been returned because we do not accept partial payment. She did state she will removed the auto-pay from Ms. [redacted]’s account and will follow up with our GM regarding the rude treatment she experienced. Please be assured we do not condone rude behavior from our staff and will take corrective action to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
October 23, 2016 Revdex.com ID#: [redacted] U-H**l Ref#: [redacted] Thank you for your concern for our customer [redacted]. John L**, a Senior Customer Service Agent, followed up on the information [redacted] provided and sent the following email in response: Hi this is John L** with...
U-Haul customer service. I am reaching out to you about the Revdex.com letter you sent disputing the toll charges that we charged your card for. We are going to stick with the fact that the toll citations line up on the dates and time you have the equipment in your possession. We are going to take the stance that we feel the rate you paid for the rental and the toll charges remain in place. I am very sorry for the trouble this caused you. I hope you will consider using us again in the future. Thank you Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-H**l International
February 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Joe G[redacted], our Executive Assistant for our Western Quebec Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Mr. [redacted] , CAF [redacted], Thank you for contacting our customer service. Our apology at this time cannot undo past damage, but our regret is sincere, and our efforts in the future will be guided by this experience. Unfortunately, on occasions there are some problems out of our control that can appear without any sigh of existence. In terms & conditions for equipment rental it state that the customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of equipment including failure of the equipment to operate properly. In the, hope that you will give us your trust, again in the future. I would like to offer you a monetary compensation in the amount of 500.00$ for the inconveniences that the delay in the delivery of the UBox may of cause to you and your family if accepted the refund of 500.00$ will be mail and will take 3 to 4 weeks once your mailing address is confirmed to me by email.. Thank you, again, for bringing this problem to our attention; you are helping us to provide a better service. Sincerely. Customer Service (Joe G[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, Maria P[redacted] Executive Assistant U-Haul International
May 8, 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 [redacted] and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms....
[redacted] and investigated the situation. She issued a refund for $194.53 back to Ms. [redacted]’s Master Card account, which should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely, [redacted]
Executive Assistant
U-Haul International
September 6, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Manuel G[redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided. Since she is unaware of the previous rental with her information, she needs to file a...
police report for identity theft and forward us a copy for further follow up.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
July 28, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Omar S[redacted], our GM for our U-Haul Moving and Storage of Elizabeth, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was...
happy with the new shipper provided for his move. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
Hi Gianna, U-Haul and I have reached an acceptable settlement. Please mark this complaint as resolved and closed. Thank you very much for your time. Sincerely, [redacted]
June 1[redacted] Thank you for forwarding [redacted] concerns to our office. [redacted], our GM for our U-Haul Moving and Storage at Jamil Rd., followed up on the information [redacted] provided. She informed our office [redacted] was instructed to...
notify the U-Haul office of move out and she never did until she was contacted when rent was due again. We also requested a death certificate and we would not charge for rent but she never did. We have since moved our customer out of the unit. 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
October 13, 2014
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 New York Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] rented a truck in Greensboro, NC for...
in-town use on September 3rd at 5:46 pm. The truck was due back on September 5th at 10:00 am but was taken one-way instead to Rochester, NY. The one-way rate would not apply. Ms. Lansing sent the following email to Ms. [redacted] in response:
Ms. [redacted], Per the Terms & Conditions for Equipment Rental (a packet that you were provided with your receipt) we are allowed to keep the property in the truck until outstanding amounts are paid back to U-Haul. There currently is a balance due on the truck & auto transport rental as well as the storage unit. All of which needs to be paid. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York 8045 State Route 96 Victor, NY 14564
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
June 25, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Taylor G[redacted], our GM for our Boynton Beach Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and...
explained a refund for fuel was not due but a refund for the extra day charge of $20 was issued on June 12th. The refund should post on her next Visa credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
April 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for you for your concern for our customer Mr. [redacted]. Todd R[redacted], our GM for our U-Haul Moving and Storage at Gandy Blvd., followed up on the information Mr. [redacted] provided. He informed our office he contacted...
Mr. [redacted] and explained he shows no administration fees were applied or collected. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...
November 3, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in...
response:
Hello, This is [redacted] General Manager of [redacted] U-Haul. Please give me a call to resolve any issue you still have. I'm going to waive the late fee's that are on your account but will not be able to do this again in the future. Office [redacted] Cell [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,
[redacted]
Executive Assistant
U-Haul International
I was told by Ryan I would be reimbursed for the full $2638, which covers the shipping and the movers help, which I had already scheduled, and I still insist that the full cost be covered. The $2638.00 doesn't even cover the costs incurred by me for the late arrival of my U Box, let alone all of the headaches and inconveniences me and my girlfriend have gone through in the last week. I will not settle for less than a full reimbursement, which was already promised to me. I don't even know why U Haul is saying to start the $50/day on the 26th when the box was supposed to arrive on the 23rd.
October 18, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement. Alissa N[redacted], our President for our Akron Regional Office, followed up on the information Mr. [redacted] provided...
and sent Ms. [redacted] the following email in response:Ms. [redacted] Your recent rental was given to me to review. I have reviewed and applied a credit of $124.76 to your credit card. I apologize for the stress this may have caused you - I understand moving is stressful enough. I emailed you a receipt of the credit. Again - I apologize for the issues on this recent rental. If there is anything else I can help you with, please let me know. Thank you for renting U-Haul Ms. [redacted] emailed Ms. N[redacted] back and requested a check be sent since her credit card account was now closed, therefore, Ms. N[redacted] issued a check for $124.76 instead. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International