December 13, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he confirmed Ms....
[redacted] was sent a letter regarding the rate increase. He mentioned they take these issues very seriously when storage rates are raised and proper procedures were followed. 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 Tell us why here...
Hello,I received an email from Joseph Jaime with a screenshot showing that the U-Box had a dispatch date and time of 2016 December 16 at 14h24. This date and time are irrelevant to my complaint, which involves the U-Box delivery to me and its loading, which took place on December 13.I attach a summary of the delivery and loading order to this email.Regards,[redacted]
Ms. Garcia,My name is [redacted], complaint number is [redacted]. I am contacting you regarding the above referenced complaint against UHaul. I just spoke with [redacted], the regional representative, who informed me that according to my reservation, the location I reserved was only a preference. As you can see in the e-mail I received from UHaul confirming my reservation, it says this is a guaranteed reservation, and that UHaul will arrange the equipment at the most convenient location. Ms. [redacted] told you that she called and left me a voicemail; I never received a voicemail, I only knew she called because of the e-mail I received from the Revdex.com. At that point, I [redacted] some numbers from missed calls I had and figured out which one was UHaul. Due to the holidays and my work schedule, it took a while for me to be able to get in touch with her. I made this reservation on September 26 for a December 1 move. They had plenty of time to ensure the equipment would be available. I budgeted $200 for a moving truck, because my truck was quoted at $170. On November 30, I was told that I would have to drive an hour to pick up my truck, and that it would not be available until 12pm. I had originally made the reservation for 9am, so had movers booked at 10am. According to the attached e-mail from UHaul, this was a guaranteed reservation, not a preference as [redacted] claims. I ended up having to pay $430 to book a moving truck at the last minute from another company, which I'm sure was so expensive because I was booking a truck with less than 24 hours notice. I am asking to be compensated for the difference, as UHaul guaranteed this truck for me and because they did not fulfill this guarantee, I had no choice but to book another company at the last minute. The $50 they gave me is a slap in the face, as I spent over $200 more to get a truck for my moving day and the amount of stress it caused. [redacted] was stressing that in the e-mail that I received when I booked the truck, it said that my location and time were "preferred" rather than guaranteed, which is completely inaccurate. She apologized that I was inconvenienced, but this was more than being inconvenienced; this was completely impossible.So far, nothing has been done, as UHaul continues to insist that all of my reservation details were preferences, rather than an actual reservation. I hope that upon review of this e-mail, you see that this was more than a preference, this was a guarantee that UHaul did not fulfill. Thank you for you time. [redacted]
June 22, 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 attempted...
to contact Mr. [redacted] and left a message for a return call. When they spoke on June 11th, Mr. B[redacted] explained Mr. [redacted] didn’t request a refund during their conversation and in fact thanked Mr. B[redacted] at the end of the call. He will discuss the issue when he hears back if not already. 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
January 5, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments to your office and sent her the following email in response:
Good afternoon [redacted]. Once again I have gone back and read your initial letter as well as all the notes on your contracts. I then requested every conversation you had with our corporate office be reviewed by their supervisors. The supervisors listened to every call you made to the Customer Service Department. Not once in all the calls did anyone tell you that the equipment will be delivered to Peoria for you. In fact they all have scripts they read to every customer explaining policy and procedure to our customers. In fact the one agent asked you several times to get your credit card to get everything reserved for you but you stated you needed to go over it with your husband and that you were going to reserve it online. As like all our rentals when you reserve online it does tell you that you may have to travel if the equipment you are requesting is not available in your preferred location, that you must check the box understanding this. It will not let you proceed with out checking it. When the reservation is made it goes to our Customer Service Dept, they then route it to the closest Marketing Company Traffic Department to your preferred pickup location. Then they send it to the closest location that has your preferred equipment. If they do not have what you need they contact customer with what they have and or where the next closest location that has, in your case Bloomington was next closest with your 2nd ubox. At no point did anyone tell you they would be delivered to Peoria, at no point did anyone say we would get them to you, the reason being is we have no way to do that. They cannot nor will they tell a custoemr this as it is untrue. RM [redacted] and Traffic Control Manager [redacted] told you the truth on every phone call they had with you. They did not talk over you, they did not yell at you, they told you that calling customer service is not going to make a ubox appear any closer that there is no way to go get them. We do not operate that way. My Company President [redacted] was a part of this the day this went down, he was right there when [redacted] was speaking to you as well as in the same room when you spoke with [redacted]. He reviewed everything at that time and further instructed them that the closest was in Bloomington, that the customer would have to travel and no discounts due nor warranted. He read the first letter from the Revdex.com as well as this most recent. He still stands on principal, no refund due nor warranted. Policy was followed, nobody told you what you claim. He is standing his ground on principal on this. Thank you [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,
[redacted]
Executive Assistant
U-Haul International
December 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she spoke to Ms. [redacted] and explained she had not received the photos. Ms. [redacted] stated she would be taking her vehicle to a shop for an estimate and will take U-Haul to court. Ms. W[redacted] relayed, without the photos of the hitch, she could not determine if the hitch was installed poorly. She asked Ms. [redacted] if she could have the shop or herself take photos and forward them to her for review. Ms. [redacted] refused. 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 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 did receive the refund and the additional $150 credit from Uhaul and the voice mail. I am very happy with their response and wish to resolve the complaint.
Regards,
Becky L[redacted]
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I do not accept there apolgoy at all. It is very easy for them with several works in and out of a truck and with what they pay them to easily take a purse. this wasnt a normal Walmart purse this was a [redacted] purse my husband bought for our anniversary. The movers and my husband all have said the last place they seen it was in the front floor of the UHAUL... Of course if someone took it like they are going to actually admit to it thats close to $225 purse and had around $70 in cash.... I should of know this would of been a typical response. I would like all interactions with Uhaul in email or writing.
December 20, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Dominic C[redacted], our President for our South Philadelphia Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office multiple letters were sent to Ms. [redacted] regarding upcoming rent increases. He mentioned they received no return mail or notices of a wrong address from the post office. When Mr. C[redacted] attempted to speak to Ms. [redacted], she relayed she could not speak to him. 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,Maria P[redacted]Executive AssistantU-Haul International
December 11, 2014
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 at Northeast Expressway, followed up on the information Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to...
him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.
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
We have not received any refunds either via mail or to our credit card. I was told that Adam would email me regarding the refund 12 days ago and I have not received any such email either.
July 26, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer, Ms. [redacted].Leslie B[redacted], our Field Manager for our Miami Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the renting location was a new dealer that...
had only been open for one week. She addressed the situation with the dealer and the dealer was given additional training to ensure proper procedures are being followed locally and prevent the situation from happening again. We appreciate customer feedback as it allows us to realize where corrections are needed and 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 AssistantU-Haul InternationalTell us why here...
March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email...
explaining she tried reaching him by phone but found his voice mail was not set up so she could not leave a message. She asked that he call her to discuss the mileage issue.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 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Sharon B[redacted], our Executive Assistant for our Mississippi Reginal Office, followed up on the information Ms. [redacted]’ provided. She informed our office she spoke...
to Ms. [redacted] and discussed her concerns. Ms. B[redacted] offered her apology for the inconvenience she experienced and offered to send her 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
August 25, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Mrs. [redacted] concerns to our attention.[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Mrs. [redacted] provided and sent her the following in response:Dear [redacted], I...
would like to thank you for bringing your situation to our attention.It is always U-Haul’s intention to offer the best product and service. We do, however, have customers who are not satisfied with our services. We have carefully reviewed your transaction. The Glenshaw location did have signed authorization to collect the charges due, in the form of a signed rental agreement in your name. The equipment was returned after hours on 07/22/15 and final total charges were calculated upon opening of business the following morning. A promissory note was created to settle the unpaid balance and payment was finally collected on 08/04/15 as authorized and agreed to per the rental agreement. Your charges appear to be correct based on fuel levels and mileage at dispatch and return. There is a 30.00 fee associated with the promissory note that I have credited back to your account as a gesture of good will. We do, as a company, stand by our people and service.Sincerely,[redacted]U-Haul Co. of PittsburghOur 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 23, 2016 Revdex.com ID#: [redacted] U-**ul Ref#: [redacted] T**nk you for your concern for our customer Mr. **. Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional office, followed up on the information Mr. ** provided. She informed our office,...
after reviewing the picture of the damage caused to the U-**ul Cargo Van, she concluded there would **ve been no way the damage would **ve been missed when a walk around was done before Mr. ** left the lot and t**t a refund will not be issued. Our customers are very important to us and we regret to hear of situations t**t cause problems for them. T**nk you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-**ul International
April 14, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Greg H[redacted], our Executive Assistant for our Oklahoma City Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a refund for...
$585.75 was issued back to his credit card and should post on his 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, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...
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.
We incurred additional expenses, stress and inconvenience as a result of Uhaul's inability first to deliver to the proper island, then secondly, failure to take ownership of having it delivered to the right place, and third the prolonged delay in getting this resolved (Uboxes arrived in Maui on November 13, and we finally we're able to get possession on December 16th. Even allowing for reasonable delays (original delivery date was to November 26th), it is ridiculous that Uhaul acted in the way they did. It took many phone calls, emails and texts to get this resolved. It was only after I hired a third party mover to assist me that I was able to "liberate" our belongings directly at the harbor. Throughout all of this, Uhaul demonstrated a lack of responsibility. What I want is for Uhaul to compensate us $580 for the additional cost of hiring a mover. The Royal Hawaiian solution they proposed was not tenable as Royal Hawaiian had neither the means nor the desire to assist us.
Regards,
[redacted]
[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 resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
December 13, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he confirmed Ms....
[redacted] was sent a letter regarding the rate increase. He mentioned they take these issues very seriously when storage rates are raised and proper procedures were followed. 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 Tell us why here...
Hello,I received an email from Joseph Jaime with a screenshot showing that the U-Box had a dispatch date and time of 2016 December 16 at 14h24. This date and time are irrelevant to my complaint, which involves the U-Box delivery to me and its loading, which took place on December 13.I attach a summary of the delivery and loading order to this email.Regards,[redacted]
Ms. Garcia,My name is [redacted], complaint number is [redacted]. I am contacting you regarding the above referenced complaint against UHaul. I just spoke with [redacted], the regional representative, who informed me that according to my reservation, the location I reserved was only a preference. As you can see in the e-mail I received from UHaul confirming my reservation, it says this is a guaranteed reservation, and that UHaul will arrange the equipment at the most convenient location. Ms. [redacted] told you that she called and left me a voicemail; I never received a voicemail, I only knew she called because of the e-mail I received from the Revdex.com. At that point, I [redacted] some numbers from missed calls I had and figured out which one was UHaul. Due to the holidays and my work schedule, it took a while for me to be able to get in touch with her. I made this reservation on September 26 for a December 1 move. They had plenty of time to ensure the equipment would be available. I budgeted $200 for a moving truck, because my truck was quoted at $170. On November 30, I was told that I would have to drive an hour to pick up my truck, and that it would not be available until 12pm. I had originally made the reservation for 9am, so had movers booked at 10am. According to the attached e-mail from UHaul, this was a guaranteed reservation, not a preference as [redacted] claims. I ended up having to pay $430 to book a moving truck at the last minute from another company, which I'm sure was so expensive because I was booking a truck with less than 24 hours notice. I am asking to be compensated for the difference, as UHaul guaranteed this truck for me and because they did not fulfill this guarantee, I had no choice but to book another company at the last minute. The $50 they gave me is a slap in the face, as I spent over $200 more to get a truck for my moving day and the amount of stress it caused. [redacted] was stressing that in the e-mail that I received when I booked the truck, it said that my location and time were "preferred" rather than guaranteed, which is completely inaccurate. She apologized that I was inconvenienced, but this was more than being inconvenienced; this was completely impossible.So far, nothing has been done, as UHaul continues to insist that all of my reservation details were preferences, rather than an actual reservation. I hope that upon review of this e-mail, you see that this was more than a preference, this was a guarantee that UHaul did not fulfill. Thank you for you time. [redacted]
June 22, 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 attempted...
to contact Mr. [redacted] and left a message for a return call. When they spoke on June 11th, Mr. B[redacted] explained Mr. [redacted] didn’t request a refund during their conversation and in fact thanked Mr. B[redacted] at the end of the call. He will discuss the issue when he hears back if not already. 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
January 5, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments to your office and sent her the following email in response:
Good afternoon [redacted]. Once again I have gone back and read your initial letter as well as all the notes on your contracts. I then requested every conversation you had with our corporate office be reviewed by their supervisors. The supervisors listened to every call you made to the Customer Service Department. Not once in all the calls did anyone tell you that the equipment will be delivered to Peoria for you. In fact they all have scripts they read to every customer explaining policy and procedure to our customers. In fact the one agent asked you several times to get your credit card to get everything reserved for you but you stated you needed to go over it with your husband and that you were going to reserve it online. As like all our rentals when you reserve online it does tell you that you may have to travel if the equipment you are requesting is not available in your preferred location, that you must check the box understanding this. It will not let you proceed with out checking it. When the reservation is made it goes to our Customer Service Dept, they then route it to the closest Marketing Company Traffic Department to your preferred pickup location. Then they send it to the closest location that has your preferred equipment. If they do not have what you need they contact customer with what they have and or where the next closest location that has, in your case Bloomington was next closest with your 2nd ubox. At no point did anyone tell you they would be delivered to Peoria, at no point did anyone say we would get them to you, the reason being is we have no way to do that. They cannot nor will they tell a custoemr this as it is untrue. RM [redacted] and Traffic Control Manager [redacted] told you the truth on every phone call they had with you. They did not talk over you, they did not yell at you, they told you that calling customer service is not going to make a ubox appear any closer that there is no way to go get them. We do not operate that way. My Company President [redacted] was a part of this the day this went down, he was right there when [redacted] was speaking to you as well as in the same room when you spoke with [redacted]. He reviewed everything at that time and further instructed them that the closest was in Bloomington, that the customer would have to travel and no discounts due nor warranted. He read the first letter from the Revdex.com as well as this most recent. He still stands on principal, no refund due nor warranted. Policy was followed, nobody told you what you claim. He is standing his ground on principal on this. Thank you [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,
[redacted]
Executive Assistant
U-Haul International
December 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she spoke to Ms. [redacted] and explained she had not received the photos. Ms. [redacted] stated she would be taking her vehicle to a shop for an estimate and will take U-Haul to court. Ms. W[redacted] relayed, without the photos of the hitch, she could not determine if the hitch was installed poorly. She asked Ms. [redacted] if she could have the shop or herself take photos and forward them to her for review. Ms. [redacted] refused. 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 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 did receive the refund and the additional $150 credit from Uhaul and the voice mail. I am very happy with their response and wish to resolve the complaint.
Regards,
Becky L[redacted]
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I do not accept there apolgoy at all. It is very easy for them with several works in and out of a truck and with what they pay them to easily take a purse. this wasnt a normal Walmart purse this was a [redacted] purse my husband bought for our anniversary. The movers and my husband all have said the last place they seen it was in the front floor of the UHAUL... Of course if someone took it like they are going to actually admit to it thats close to $225 purse and had around $70 in cash.... I should of know this would of been a typical response. I would like all interactions with Uhaul in email or writing.
December 20, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Dominic C[redacted], our President for our South Philadelphia Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office multiple letters were sent to Ms. [redacted] regarding upcoming rent increases. He mentioned they received no return mail or notices of a wrong address from the post office. When Mr. C[redacted] attempted to speak to Ms. [redacted], she relayed she could not speak to him. 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,Maria P[redacted]Executive AssistantU-Haul International
December 11, 2014
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 at Northeast Expressway, followed up on the information Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to...
him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.
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
We have not received any refunds either via mail or to our credit card. I was told that Adam would email me regarding the refund 12 days ago and I have not received any such email either.
July 26, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer, Ms. [redacted].Leslie B[redacted], our Field Manager for our Miami Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the renting location was a new dealer that...
had only been open for one week. She addressed the situation with the dealer and the dealer was given additional training to ensure proper procedures are being followed locally and prevent the situation from happening again. We appreciate customer feedback as it allows us to realize where corrections are needed and 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 AssistantU-Haul InternationalTell us why here...
March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email...
explaining she tried reaching him by phone but found his voice mail was not set up so she could not leave a message. She asked that he call her to discuss the mileage issue.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 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Sharon B[redacted], our Executive Assistant for our Mississippi Reginal Office, followed up on the information Ms. [redacted]’ provided. She informed our office she spoke...
to Ms. [redacted] and discussed her concerns. Ms. B[redacted] offered her apology for the inconvenience she experienced and offered to send her 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
August 25, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Mrs. [redacted] concerns to our attention.[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Mrs. [redacted] provided and sent her the following in response:Dear [redacted], I...
would like to thank you for bringing your situation to our attention.It is always U-Haul’s intention to offer the best product and service. We do, however, have customers who are not satisfied with our services. We have carefully reviewed your transaction. The Glenshaw location did have signed authorization to collect the charges due, in the form of a signed rental agreement in your name. The equipment was returned after hours on 07/22/15 and final total charges were calculated upon opening of business the following morning. A promissory note was created to settle the unpaid balance and payment was finally collected on 08/04/15 as authorized and agreed to per the rental agreement. Your charges appear to be correct based on fuel levels and mileage at dispatch and return. There is a 30.00 fee associated with the promissory note that I have credited back to your account as a gesture of good will. We do, as a company, stand by our people and service.Sincerely,[redacted]U-Haul Co. of PittsburghOur 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 23, 2016 Revdex.com ID#: [redacted] U-**ul Ref#: [redacted] T**nk you for your concern for our customer Mr. **. Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional office, followed up on the information Mr. ** provided. She informed our office,...
after reviewing the picture of the damage caused to the U-**ul Cargo Van, she concluded there would **ve been no way the damage would **ve been missed when a walk around was done before Mr. ** left the lot and t**t a refund will not be issued. Our customers are very important to us and we regret to hear of situations t**t cause problems for them. T**nk you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-**ul International
April 14, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Greg H[redacted], our Executive Assistant for our Oklahoma City Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a refund for...
$585.75 was issued back to his credit card and should post on his 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, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...
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.
We incurred additional expenses, stress and inconvenience as a result of Uhaul's inability first to deliver to the proper island, then secondly, failure to take ownership of having it delivered to the right place, and third the prolonged delay in getting this resolved (Uboxes arrived in Maui on November 13, and we finally we're able to get possession on December 16th. Even allowing for reasonable delays (original delivery date was to November 26th), it is ridiculous that Uhaul acted in the way they did. It took many phone calls, emails and texts to get this resolved. It was only after I hired a third party mover to assist me that I was able to "liberate" our belongings directly at the harbor. Throughout all of this, Uhaul demonstrated a lack of responsibility. What I want is for Uhaul to compensate us $580 for the additional cost of hiring a mover. The Royal Hawaiian solution they proposed was not tenable as Royal Hawaiian had neither the means nor the desire to assist us.
Regards,
[redacted]
[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 resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]