September 27, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Razmin M[redacted], our President for our Central Canada Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office he spoke to Ms. [redacted] and she expressed her appreciation for his follow up. Mr. M[redacted] provided his cell phone number to Ms. [redacted] so she can call him directly for any new reservations. He also mentioned Ms. [redacted] did receive a $600 refund. 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
February 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM for our U-Haul Moving and Storage of Anchorage, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained all...
options and documents were provided at the time of rental. Mr. [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection.
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
April 16, 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 Nebraska Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his...
apology for the inconvenience she experienced and advised her of a refund for $100 as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.
As we value Ms. [redacted] as a customer, Mr. [redacted] 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, 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,
[redacted]
Executive Assistant
U-Haul International
February 20, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Bob C[redacted], our GM for our U-Haul Moving and Storage at Mass Ave., reviewed Ms. [redacted]’s recent comments. He informed our office he sent the following email on February 17th and hopes to hear back soon: Good afternoon Ms. [redacted] Please send me your address so I can get a check mailed out to you today for the locksmith, unfortunately I can not refund money for storage rent because you were already paid by our insurance company for your losses. Any further question or problems feel free to email me at the above email address. 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
Revdex.com:
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.Reply to Uhaul response to mycomplaint.My complaint centered around two aspects of the customer service I received when I noticed that my rental trailer signal lights were no longer working. What I wanted was an explanation about aspects concerning the handling of my request for customer service and an apology for how my request was handled. Additionally, as time passed, I wanted an apology for the unreasonable delay to the response. I received neither.Aspect 1. The incident I have complained about occurred on August 9. Although I tried through every available means to request a response to my complaint from customer service, I did notreceive a response until Mr. [redacted] called me on August 19, ten days after my complaint. This is not an acceptable response time, particularly when thesituation provoking the customer service call has not been resolved. Leaving acustomer to stew is not an effective customer service strategy. Mr. [redacted] waspolite, but firmly held to a prepared script and did not answer most of mycomplaints. He expressed regret that I experienced an unfortunate situation,but it was neither an explanation nor an apology for the delay in response, forthe poor customer service, or for the arbitrary and capricious nature of thetwo customer service agent’s responses that I received on August 9. In usingthe terms arbitrary and capricious, I am not referring to the legal definitionof those terms, but rather to the dictionary definition for general Englishusage as follows:Arbitrary and capricious means doing something according to one’s will or caprice and therefore conveying a notion of a tendency to abuse the possession of power. Anaction is arbitrary if it is not supported by logic or the necessary facts; anaction is capricious if it is adopted without thought or reason or isirrational.Aspect 2-part 1. Although I firmly believe that the customer service agent I originally talked to said I would be charged if it was my vehicle that was repaired, it is possible that the verbal agreement reached was misunderstood by both parties. However, the gist of my complaint is not subject to semantics orinterpretation. When I rented the trailer, I asked the person preparing the contract what I was to do if my signals stopped working and he told me that I just had to call for roadside assistance and that the service was free. The first agent clearly stated that although the service was normally free, because I had already disconnected the 4 pin wiring connector before calling customer service, I would be charged for roadside assistance. I explained that the signals were not working before I disconnected the connector and that regardless of the fact that the problem pre-existed my disconnecting a 4-pin connector,unplugging the trailer connection could not possibly cause the issue I was experiencing. In addition, nowhere in the service contract did it say that I was not allowed to disconnect the wiring and there were even instructions for customers who need to disconnect a trailer on the trailer’s tongue. In addition the roadside assistance technician and the technician that I hired to fix the connection both told me that I was correct when I told the customer service agent that disconnecting the connector was not the cause of the situation and could not have possibly caused it,especially since the signals were already inoperative. The customer service agent did ask me when the signals were not working and said it could have happened anytime from when I rented the trailer to when I arrived at my destination. So, two agents (one at the rental center and one at customer service) told me that the service was normally free, but because when I discovered the situation I disconnected the trailer, I was to be charged for the roadside assistance call.Mr. [redacted] never explained why a normally free service response became chargeable tome when I wasn’t responsible for the situation. He also incorrectly stated that I had made no attempt to determine if the cause was in my truck’s wiring by connecting it to another trailer or having it checked before calling for roadside assistance. I explained to Mr. [redacted], as I had explained to the first agent that after disconnecting the trailer, I connected my truck’s wiring to my recreational trailer and the trailer lights worked perfectly. In addition, although there was no one available on a Sunday who could work on the wiring, I did go to a shop and have them use a trailer wiring tester. The wiring checked out as operative. In fact,it checked out with the tester the Uhaul roadside assistance technician used.So, I did attempt to check my truck’s wiring. I have checked my rental agreement contract and it does not state anything about a charge for roadside assistance. It also does not include any disclaimers about disconnecting the 4 pin connector. This is what I mean by the agent’s actions being arbitrary and capricious. Her statements were not supported by logic or facts and wereirrational. They also were not supported by any of the language in my rental agreement.Aspect 2-part 2. When I spoke to the first customer service agent, she had me over a barrel. I was stranded and could not legally or safely drive the trailer without lights. She clearly told me that Uhaul would bill me for the service and I agreed verbally to allow my credit card to be billed by Uhaul with the stipulation that if my truck was at fault, I would not contest the charge on my credit card because I just wanted to be able to drive the Uhaul trailer back to the rental center and return it.Returning to that first definition of “a tendency to abuse the possession of power,” when the roadside assistance technician told me that he could not and was not allowed to fix the situation, he also stated that customer service had specifically indicated to him that instead of following the normal practice of billing Uhaul, he was instructed to request a check from me directly. He found this odd. When I called to verify this, a second customer service agent (it may have been the first one for all I know) told me that these were the instructions given to the technician by customer service. When I complained that this was a change in the verbal agreement, she told me that I had no choice but to comply.Since the contractor had done nothing wrong and Uhaul was refusing to pay him for the call, I complied because it was the right thing to do. The actions of the customer service agents clearly were arbitrary and capricious, since they changed the agreement after the fact, when I was not in a position to challenge it.Finally, in regard to Mr. [redacted]’s statement that “our customer is responsible for returning the operational trailer that was rented to him,” I never argued that point, but when it became obvious that I may not be able to return the trailer until I could have the situation corrected by assistance from a technician not in Uhaul’s employ, I did request that I not be charged for any additional days required to make repairs necessary to legally tow the trailer. Both customer service and the service center I rented the trailer from confirmed that I would not be charged for additional days after I made this request and that was never v part of my complaint. In fact, Mr. [redacted] made it clear that even if I was stranded in a dangerous area and unable legally or safely drive the trailer, I was not allowed to abandon it by the roadside to go for assistance (think about the ethical aspects of that statement). Going back to the first definition of arbitrary and capricious, I do consider that “a tendency to abuse the possession of power.” Also, Mr. [redacted] stated that, “our dispatched service provider arrived within the estimated time given.” The estimated time was 60 minutes. It actually took 80 minutes. I did not complain because the contractor came out on his day off because it would have taken his employees working that day even longer to arrive. It would have been unreasonable of me to complain about the delay, but it certainly is unreasonable for Uhaul to make a clearly unsupportable and unnecessary statement through Mr. [redacted] about the speed of the response. In summary, I was seeking an apology for Uhaul’s customer service’s:? Failure to respond to my complaint in a timely manner,? Explanation and apology for the arbitrary and capricious charge for a service that was normally free according to Uhaul’s rental agents and customer service agents, and an? Explanation and apology for the arbitrary and capricious change in a verbal agreement by requiring the roadside assistance contractor demand payment by check, rather than following normal procedure and invoicing Uhaul and my [redacted] card being charged as I agreed to between myself and the customer service.None of these objective complaints were answered and none of them were subject to subjective interpretation. I am fully aware that averbal contract is subject to interpretation, so I am not withdrawing mycomplaint. I do not expect it to receiveany apology for the poor customer service I received, so I will not pursue thisissue any further and chock it up to a “let the buyer beware,” learningexperience. Clearly I am owed a reasonable explanation and apology within a reasonableperiod of time, but apparently that is not part of the corporate culture in thecustomer service department of Uhaul.
Regards,
[redacted]
January 27, 2016
[redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Dan D[redacted]ur Executive Assistant for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office they did have a weather...
event that caused some delays on returns. They were allowing customers who were scheduled to drop off on Saturday to hold off and bring back on Sunday. Depending on where they lived in the area, it may have been impossible. Therefore, in the interest of customer good faith, Mr. D[redacted] relayed he would issue a refund for what he calculated to be $38.92. The refund should post on his next [redacted] 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 AssistantU-Haul International
August 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Clinton O[redacted] our Traffic Manager for our Southern Virginia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office,...
as we value Mr. [redacted] as a customer, he sent him a $50 VIP Certificate 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. 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
July 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Jerry L[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office equipment...
to fill Ms. [redacted]’s reservation was located at two different locations, however, she opted to cancel the reservation as she did not wish to travel to secure the equipment needed for her move. Unfortunately, we were not able to schedule pick up at her preferred pick up location because equipment was not available there. Had we scheduled the equipment at a specific location and then did not have it available when she showed to pick up, Ms. [redacted] would have been entitled to the $50 Reservation Guarantee Fee. However, this was not the case and Mr. L[redacted] relayed she is not due a refund. 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
August 18, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Trey B[redacted], our President for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to...
Mr. [redacted] and addressed his concerns. He relayed they were setting up truck delivery in Houston for Mr. [redacted]’s U-Boxes and they will be shipping the additional items he could not haul to Houston. 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
May 30, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer, Ms. [redacted].Dick P[redacted], our President for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted]. She rented a brand-new...
U-Haul truck and returned it damaged. She was charged the $150 deductible as agreed on her rental agreement. Mr. P[redacted] relayed she was charged correctly and his decision in the matter remains the same.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
August 28, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Kelly G[redacted], our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Visa account. The refund should post on his 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,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
August 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund...
was issued on August 5th. She also spoke to Mrs. [redacted] today and confirmed the refund was received. 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
September 26, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Michelle D[redacted], our Traffic Manager for our Portland Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr....
[redacted]. The rate provided at dispatch was not a typical rate and was a deep discount. I have refunded $80 and no other refunding will be offered at this time. The refund already provided was in goodwill and the original signed contract can be used in any future references. Thank you, Michelle D[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,Maria P[redacted]Executive AssistantU-Haul International
May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She...
informed our office she issued a refund for $70 back to the [redacted] account listed on the rental 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,[redacted]Executive AssistantU-Haul International
July 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office...
she contacted Mrs. [redacted] and offered her apology for the inconvenience she experienced and for no one calling her back last week. She advised her of a refund for the extra charges, minus the extra mileage charge, in the amount of $132.64. The refund was issued back to their [redacted] card account and 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
March 12, 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 Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.
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
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this satisfactory to me.
Regards,
Benjamin S[redacted]
November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for you concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and Mr. [redacted] in...
reference to her recent rental. They discussed all aspects of her visit from their initial encounter with a customer service representative to the phone conversation, which they stated prompted her write a customer review. Ms. [redacted] was more concerned with the rate of miles she actually used. They were able to settle on a total of 12 miles. A refund in the amount of $77.73 was issued as an adjustment on Ms. [redacted]’s rental 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,[redacted]Executive AssistantU-Haul International
September 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] Insurance Company informed our office Ms. [redacted] claim is still under investigation. Ms. [redacted] was contacted and provided the status of the claim. Once results of...
testing of the equipment are completed, a liability decision will be made and Ms. [redacted] will be notified of the outcome.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
June 29, 2016 Revdex.com ID#: 11519494 [redacted] and [redacted] U-Haul Reference id: 1135165 Thank you for your concern for our customer Mr. and Mrs. [redacted]. Marcus B[redacted], Area Field Manager, reached out to the Mr. and Mrs. [redacted] and apologized. Mr. B[redacted] agreed to issue the...
reservation guarantee in the amount of $50.00 by check to the customer. Check was submitted to the following address: [redacted]
[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, Penny S[redacted] Executive Assistant U-Haul International
September 27, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Razmin M[redacted], our President for our Central Canada Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office he spoke to Ms. [redacted] and she expressed her appreciation for his follow up. Mr. M[redacted] provided his cell phone number to Ms. [redacted] so she can call him directly for any new reservations. He also mentioned Ms. [redacted] did receive a $600 refund. 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
February 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM for our U-Haul Moving and Storage of Anchorage, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained all...
options and documents were provided at the time of rental. Mr. [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection.
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
April 16, 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 Nebraska Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his...
apology for the inconvenience she experienced and advised her of a refund for $100 as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.
As we value Ms. [redacted] as a customer, Mr. [redacted] 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, 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,
[redacted]
Executive Assistant
U-Haul International
February 20, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Bob C[redacted], our GM for our U-Haul Moving and Storage at Mass Ave., reviewed Ms. [redacted]’s recent comments. He informed our office he sent the following email on February 17th and hopes to hear back soon: Good afternoon Ms. [redacted] Please send me your address so I can get a check mailed out to you today for the locksmith, unfortunately I can not refund money for storage rent because you were already paid by our insurance company for your losses. Any further question or problems feel free to email me at the above email address. 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
Revdex.com:
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.Reply to Uhaul response to mycomplaint.My complaint centered around two aspects of the customer service I received when I noticed that my rental trailer signal lights were no longer working. What I wanted was an explanation about aspects concerning the handling of my request for customer service and an apology for how my request was handled. Additionally, as time passed, I wanted an apology for the unreasonable delay to the response. I received neither.Aspect 1. The incident I have complained about occurred on August 9. Although I tried through every available means to request a response to my complaint from customer service, I did notreceive a response until Mr. [redacted] called me on August 19, ten days after my complaint. This is not an acceptable response time, particularly when thesituation provoking the customer service call has not been resolved. Leaving acustomer to stew is not an effective customer service strategy. Mr. [redacted] waspolite, but firmly held to a prepared script and did not answer most of mycomplaints. He expressed regret that I experienced an unfortunate situation,but it was neither an explanation nor an apology for the delay in response, forthe poor customer service, or for the arbitrary and capricious nature of thetwo customer service agent’s responses that I received on August 9. In usingthe terms arbitrary and capricious, I am not referring to the legal definitionof those terms, but rather to the dictionary definition for general Englishusage as follows:Arbitrary and capricious means doing something according to one’s will or caprice and therefore conveying a notion of a tendency to abuse the possession of power. Anaction is arbitrary if it is not supported by logic or the necessary facts; anaction is capricious if it is adopted without thought or reason or isirrational.Aspect 2-part 1. Although I firmly believe that the customer service agent I originally talked to said I would be charged if it was my vehicle that was repaired, it is possible that the verbal agreement reached was misunderstood by both parties. However, the gist of my complaint is not subject to semantics orinterpretation. When I rented the trailer, I asked the person preparing the contract what I was to do if my signals stopped working and he told me that I just had to call for roadside assistance and that the service was free. The first agent clearly stated that although the service was normally free, because I had already disconnected the 4 pin wiring connector before calling customer service, I would be charged for roadside assistance. I explained that the signals were not working before I disconnected the connector and that regardless of the fact that the problem pre-existed my disconnecting a 4-pin connector,unplugging the trailer connection could not possibly cause the issue I was experiencing. In addition, nowhere in the service contract did it say that I was not allowed to disconnect the wiring and there were even instructions for customers who need to disconnect a trailer on the trailer’s tongue. In addition the roadside assistance technician and the technician that I hired to fix the connection both told me that I was correct when I told the customer service agent that disconnecting the connector was not the cause of the situation and could not have possibly caused it,especially since the signals were already inoperative. The customer service agent did ask me when the signals were not working and said it could have happened anytime from when I rented the trailer to when I arrived at my destination. So, two agents (one at the rental center and one at customer service) told me that the service was normally free, but because when I discovered the situation I disconnected the trailer, I was to be charged for the roadside assistance call.Mr. [redacted] never explained why a normally free service response became chargeable tome when I wasn’t responsible for the situation. He also incorrectly stated that I had made no attempt to determine if the cause was in my truck’s wiring by connecting it to another trailer or having it checked before calling for roadside assistance. I explained to Mr. [redacted], as I had explained to the first agent that after disconnecting the trailer, I connected my truck’s wiring to my recreational trailer and the trailer lights worked perfectly. In addition, although there was no one available on a Sunday who could work on the wiring, I did go to a shop and have them use a trailer wiring tester. The wiring checked out as operative. In fact,it checked out with the tester the Uhaul roadside assistance technician used.So, I did attempt to check my truck’s wiring. I have checked my rental agreement contract and it does not state anything about a charge for roadside assistance. It also does not include any disclaimers about disconnecting the 4 pin connector. This is what I mean by the agent’s actions being arbitrary and capricious. Her statements were not supported by logic or facts and wereirrational. They also were not supported by any of the language in my rental agreement.Aspect 2-part 2. When I spoke to the first customer service agent, she had me over a barrel. I was stranded and could not legally or safely drive the trailer without lights. She clearly told me that Uhaul would bill me for the service and I agreed verbally to allow my credit card to be billed by Uhaul with the stipulation that if my truck was at fault, I would not contest the charge on my credit card because I just wanted to be able to drive the Uhaul trailer back to the rental center and return it.Returning to that first definition of “a tendency to abuse the possession of power,” when the roadside assistance technician told me that he could not and was not allowed to fix the situation, he also stated that customer service had specifically indicated to him that instead of following the normal practice of billing Uhaul, he was instructed to request a check from me directly. He found this odd. When I called to verify this, a second customer service agent (it may have been the first one for all I know) told me that these were the instructions given to the technician by customer service. When I complained that this was a change in the verbal agreement, she told me that I had no choice but to comply.Since the contractor had done nothing wrong and Uhaul was refusing to pay him for the call, I complied because it was the right thing to do. The actions of the customer service agents clearly were arbitrary and capricious, since they changed the agreement after the fact, when I was not in a position to challenge it.Finally, in regard to Mr. [redacted]’s statement that “our customer is responsible for returning the operational trailer that was rented to him,” I never argued that point, but when it became obvious that I may not be able to return the trailer until I could have the situation corrected by assistance from a technician not in Uhaul’s employ, I did request that I not be charged for any additional days required to make repairs necessary to legally tow the trailer. Both customer service and the service center I rented the trailer from confirmed that I would not be charged for additional days after I made this request and that was never v part of my complaint. In fact, Mr. [redacted] made it clear that even if I was stranded in a dangerous area and unable legally or safely drive the trailer, I was not allowed to abandon it by the roadside to go for assistance (think about the ethical aspects of that statement). Going back to the first definition of arbitrary and capricious, I do consider that “a tendency to abuse the possession of power.” Also, Mr. [redacted] stated that, “our dispatched service provider arrived within the estimated time given.” The estimated time was 60 minutes. It actually took 80 minutes. I did not complain because the contractor came out on his day off because it would have taken his employees working that day even longer to arrive. It would have been unreasonable of me to complain about the delay, but it certainly is unreasonable for Uhaul to make a clearly unsupportable and unnecessary statement through Mr. [redacted] about the speed of the response. In summary, I was seeking an apology for Uhaul’s customer service’s:? Failure to respond to my complaint in a timely manner,? Explanation and apology for the arbitrary and capricious charge for a service that was normally free according to Uhaul’s rental agents and customer service agents, and an? Explanation and apology for the arbitrary and capricious change in a verbal agreement by requiring the roadside assistance contractor demand payment by check, rather than following normal procedure and invoicing Uhaul and my [redacted] card being charged as I agreed to between myself and the customer service.None of these objective complaints were answered and none of them were subject to subjective interpretation. I am fully aware that averbal contract is subject to interpretation, so I am not withdrawing mycomplaint. I do not expect it to receiveany apology for the poor customer service I received, so I will not pursue thisissue any further and chock it up to a “let the buyer beware,” learningexperience. Clearly I am owed a reasonable explanation and apology within a reasonableperiod of time, but apparently that is not part of the corporate culture in thecustomer service department of Uhaul.
Regards,
[redacted]
January 27, 2016
[redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Dan D[redacted]ur Executive Assistant for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office they did have a weather...
event that caused some delays on returns. They were allowing customers who were scheduled to drop off on Saturday to hold off and bring back on Sunday. Depending on where they lived in the area, it may have been impossible. Therefore, in the interest of customer good faith, Mr. D[redacted] relayed he would issue a refund for what he calculated to be $38.92. The refund should post on his next [redacted] 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 AssistantU-Haul International
August 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Clinton O[redacted] our Traffic Manager for our Southern Virginia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office,...
as we value Mr. [redacted] as a customer, he sent him a $50 VIP Certificate 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. 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
July 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Jerry L[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office equipment...
to fill Ms. [redacted]’s reservation was located at two different locations, however, she opted to cancel the reservation as she did not wish to travel to secure the equipment needed for her move. Unfortunately, we were not able to schedule pick up at her preferred pick up location because equipment was not available there. Had we scheduled the equipment at a specific location and then did not have it available when she showed to pick up, Ms. [redacted] would have been entitled to the $50 Reservation Guarantee Fee. However, this was not the case and Mr. L[redacted] relayed she is not due a refund. 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
August 18, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Trey B[redacted], our President for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to...
Mr. [redacted] and addressed his concerns. He relayed they were setting up truck delivery in Houston for Mr. [redacted]’s U-Boxes and they will be shipping the additional items he could not haul to Houston. 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
May 30, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer, Ms. [redacted].Dick P[redacted], our President for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted]. She rented a brand-new...
U-Haul truck and returned it damaged. She was charged the $150 deductible as agreed on her rental agreement. Mr. P[redacted] relayed she was charged correctly and his decision in the matter remains the same.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
August 28, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Kelly G[redacted], our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Visa account. The refund should post on his 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,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
August 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund...
was issued on August 5th. She also spoke to Mrs. [redacted] today and confirmed the refund was received. 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
September 26, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Michelle D[redacted], our Traffic Manager for our Portland Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr....
[redacted]. The rate provided at dispatch was not a typical rate and was a deep discount. I have refunded $80 and no other refunding will be offered at this time. The refund already provided was in goodwill and the original signed contract can be used in any future references. Thank you, Michelle D[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,Maria P[redacted]Executive AssistantU-Haul International
May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She...
informed our office she issued a refund for $70 back to the [redacted] account listed on the rental 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,[redacted]Executive AssistantU-Haul International
July 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office...
she contacted Mrs. [redacted] and offered her apology for the inconvenience she experienced and for no one calling her back last week. She advised her of a refund for the extra charges, minus the extra mileage charge, in the amount of $132.64. The refund was issued back to their [redacted] card account and 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
March 12, 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 Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.
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
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this satisfactory to me.
Regards,
Benjamin S[redacted]
November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for you concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and Mr. [redacted] in...
reference to her recent rental. They discussed all aspects of her visit from their initial encounter with a customer service representative to the phone conversation, which they stated prompted her write a customer review. Ms. [redacted] was more concerned with the rate of miles she actually used. They were able to settle on a total of 12 miles. A refund in the amount of $77.73 was issued as an adjustment on Ms. [redacted]’s rental 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,[redacted]Executive AssistantU-Haul International
September 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] Insurance Company informed our office Ms. [redacted] claim is still under investigation. Ms. [redacted] was contacted and provided the status of the claim. Once results of...
testing of the equipment are completed, a liability decision will be made and Ms. [redacted] will be notified of the outcome.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
June 29, 2016 Revdex.com ID#: 11519494 [redacted] and [redacted] U-Haul Reference id: 1135165 Thank you for your concern for our customer Mr. and Mrs. [redacted]. Marcus B[redacted], Area Field Manager, reached out to the Mr. and Mrs. [redacted] and apologized. Mr. B[redacted] agreed to issue the...
reservation guarantee in the amount of $50.00 by check to the customer. Check was submitted to the following address: [redacted]
[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, Penny S[redacted] Executive Assistant U-Haul International