January 6, 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 SW Ohio Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:
Please accept my apologies for the issue you had with our equipment. First of all in view of the length of time it took to get the door unlocked I believe you are due more adjustment to your rental price and I am refunding an additional $100.00 dollars to you. This amount with the $50.00 that the GM refunded will be all that will be refunded. I can assure you that I do not agree with any statement that you were lied to. As part of my responsibilties with U Haul, I help to oversee customer concerns in our stores, and I know of no pattern of negligent customer service from this store and it's employees. I believe [redacted] statement that it is the customer's responsibility for this was a misunderstanding on his part. We do hold customer's responsible for keys locked inside a truck during a rental., but not when the keys will not unlock the doors. That is an issue to be addressed with the store personnel. I hope that this helps finalize the issue.
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
I really don't think it's fair that I was given the wrong information and yet I still have to pay for something I was told I would not be charged for. I'm sure they probably have recorded audio on their phone system and that they would be able to see that I am not lying.
September 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jim B[redacted], our President for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office, in an effort to bring closure, he issued Mr. [redacted] a refund for $50 as an adjustment on his rental. 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 Assistant U-Haul International
March 16, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Mark M[redacted], our GM at U-Haul Moving and Storage of Jackson, followed up on the information Ms. [redacted] provided. He informed our office, after reviewing the notes for...
this rental, he concluded Ms. [redacted] is owed a refund for $235 in addition to the $50 refund issued on July 23, 2016. The supplemental refund should post on her 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 InternationalTell us why here...
March 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Matt Dougherty, our Gm for our U-Haul Moving and Storage of Springfield, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and...
requested the receipts for the tow bill and expenses incurred be sent for further review. 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
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.
[Provide details of why you are not satisfied with this resolution.] Because the person whom I spoke to told me to get the figures together and present them to her which I did ..I took pictures of items and sent them to her which I will send to you upon request..[redacted] who was the person I first was told who was in charge of my account with went on vacation and left a guy whom I was told would take my account over in her absents...I sent the pictures of my damage chairs that were to be redone along with other info and never heard from them again...I was never told that my account was settle....This place needs to be put out of business for they are deceptive they never sent any one out to see how bad my furniture was what kind of company would not want to make sure that I was not lying the insurance I paid for was for $5,000.00 I paid every month and they beat me for a $30.00 coupon that they gave me after double charges on my account for months..This is not an honest Company and I will never give up on this.............[redacted]
Regards,
[redacted]
August 16, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted]. The rental contract is listed under [redacted] [redacted].Katie L[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Mr. [redacted] provided...
and sent him the following email in response:Good afternoon Mr. [redacted], I am reaching out to you in regards to the recent Revdex.com complaint you filed with our Tonawanda, NY location. I do apologize that you were not satisfied with the customer service you received from this location. Per your request I did review the camera footage and the breakdown is below. 8:57 am you pull in driving a red car 8:58 am you walk inside, the associate meets you at the doors and walks you to the counter where you start the rental paperwork 9:07 am associate walks to grab furniture pads and brings them with him to the truck 9:08 am associate puts the pads in the back of the truck 9:09 am associate pulls the truck to the front of the building and talks with you while sitting in the cab 9:10 am associate takes the window sign out the truck, brings to the back of building 9:11 am associate gets a dolly out of the cage 9:12 am associate walks the dolly to the truck and places in the box for you 9:13 am associate and you walk back inside and go the counter, associate does not turn his back to you. Customer does swipe card. 9:15 am you walks outside and go to your car, then you get in the truck 9:17 am you pull out of the parking lot I also spoke with the associate who took care of you. He state you did ask about there not being a dolly in the back of the truck and I see that it is not on contract 20561571 but he explained that was because you did not state you needed it during the paperwork. Often our customers will reserve pads and or dolly's during the reservation process just incase they need them but that does not mean they still want them when they pick up the truck. During the paperwork we ask if you need dolly's or pads regardless if it is on your reservation incase you changed your mind. Ryan stated when he asked if you needed dolly's or pads your just stated you needed pads, did not comment on dolly's so he did not have that on that contract. His response to your inquiry about the dolly was simply him stating you did not request it when he asked, he understood it was on the reservation but you did not say you still wanted the dolly when he inquired about it. Nonetheless he grabbed you a dolly when you asked him about it outside and dispatched the dolly on its own rental contract, 284160. As a result of the confusion and misunderstandings I will issue a $20.00 gift certificate that is being emailed to this same email address. I understand you are disputing the entire amount of the rental but based upon my findings no refund is justified. The gift certificate is valid for 2 years and can be used on any product we offer including hitches, propane, boxes, storage, or rentals. Thank you, Katie L[redacted] Executive Assistant U-Haul Co. of Western New York [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,Maria P[redacted]Executive Assistant
September 6, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. S[redacted]. Derrick S[redacted], our Area Field Manager for our Mississippi Regional Office, reviewed Mr. S[redacted]’s recent comments. He informed our office a refund for $106 was issued back to Mr. S[redacted]’s Master Card 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 Assistant U-Haul International
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining she issued her a refund for $750...
back to her [redacted] account. The refund 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 14, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Kristina K[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided and sent him the following email in response: Dear Mr....
[redacted], We have received file #[redacted] in regards to the balance on an account that you were linked with. Due to you being linked with the contract holder at the time of the rental, the balance that you are requesting back will have to be taken up with the contract holder. Sincerely, Kristina 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
At approximately 10:54am on 2/27/15 the customer's reservation was downloaded to my location (see attached reservation document). His reservation was for 12 hours, picking up at 12:00pm on 2/27/2015 and dropping off...
at 12:00am 2/28/2015 (see attached reservation document). We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to 24 hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified). When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time. The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page). The customer is correct about the time that he brought the truck back... for some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back. Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available. As far as I'm concerned he can have all his money back. He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul). We have contacted our U-Haul Area Field Manager who has the power to refund his money. It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here). He also did not refuel the truck and was charged 3.50 per gallon for the fuel that he used, as stated would happen on the contract. The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract).
October 30, 2014
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 Western New York Regional Office, reviewed Ms. Demit’s recent comments to your office and sent her the following email in response:
Good afternoon Ms. [redacted], I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damage. I received the pictures as well as the estimate for the repair but not the explanation from your mechanic. Unfortunately we can do nothing without that explanation. Once we receive the write up we can can further address this. Thank you, [redacted] Executive Assistant U-Haul Co. Of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me upon our agreement. They have agreed on the $274.34 + $263.66. Which I am waiting for a check totaling $539.00 Once I have received the check for that amount, I will be happy that this is resolved. I will wait until for the business to perform this action and, once completed, I will consider this complaint resolved.
Regards,
[redacted]
January 6, 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 Northern Alberta, Saskatchewan and Northwest Territories, reviewed Ms. [redacted]’s recent comments to your office. She sent Ms. [redacted] an email requesting a copy of the contract that states the U-Boxes would be delivered within 14 days.
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
June 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Steve L[redacted], our President for our Saint Louis Regional Office, reviewed Mr. [redacted]’s recent comments. He explained to our office his decision in the matter remains the same. As I relayed in my previous letter, Mr. L[redacted] sent Mr. [redacted] an email that included his apology along with a VIP Certificate we hope he will take advantage of using as we feel it can be great value to our customer and is valid for two years. Mr. L[redacted] acknowledged him and Mr. [redacted] are unable to see eye to eye on the situation. Nothing further will be done. 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 find that this resolution would be satisfactory to me. I will wait until the business to perform this action and, if it does, will consider this complaint resolved.I notified Uhaul by email that my debit and credit card accounts, which they have on record, are both valid to refund a charge. Otherwise, I can always be reached at: [redacted], [redacted], [redacted].
Regards,
[redacted]
October
27, 2015First
of all, we would like to thank the Revdex.com (Revdex.com) for being a
voice for the voiceless and the less fortunate individuals; individuals
targeted by rouge business owners and companies. We appreciate it once again
and we will disseminate the word for others to use this wonderful avenue to
surrender the wrong business doers easily. Break
….. break …… Dear
U-Haul, We
have discussed the situation in person and via email. However, the only offer
that you promised was to refund the one night Hotel stay. You denied reimbursing
for the main cause which is the Defective Trailer. You don’t have to be
reported to a higher official to give a respectful and polite reply to your
customers. Customers expect you to be courteous and professional when you
conduct business. Now,
we just read your first reply to Business Bureau (Revdex.com) stating that “we have
already refunded 50% of the trailer payment” We got confused and checked our
bank account and we found $300 deposited two days ago on Oct. 24, 2015; after
you were reported to Revdex.com. This
shows your true picture; deceiving and mischievous work ethics. From the very beginning,
our complaint has been on the Defective Trailer that put our family life in Great
Danger. You tried to explain the situation as a Mechanical Failure. NO, IT IS
NOT; it is negligence on your side; renting a defective trailer that needs to
be out of use. Let us give you another brief scenario and you will tell us if
you call it a mechanical failure:1. The day we came to take the Trailer, the brake light was not working. Your technician couldn’t fix it. After two hours you sent us to another technician. The second technician was angry because the whole electrical wire was old and broken inside. He replaced a brand new wiring and we left after another two hours. WE HAVE SPENT FOUR hours before we even begin our long journey. As a result, we postponed our trip to the next day.2. The next morning, after we drove 12 hours we took a break and fortunately we did a safety check on your Trailer. We were so lucky to find out the loose chain; it was about to broke off. We called the nearest U-Haul and replaced the chain. The U-Haul guys who replaced the chain called the Manassas, VA office and complained on you for putting a rusted/old chain. WE HAVE SPENT UNNECESSARY TWO hours again and of course forced to stay in a hotel; just to ventilate our frustration.3. The following day was the most DANGEROUS day; literally a DEATH CALL. After we drove about 6 hours two people were following and giving us an urgent signal to stop the vehicle. We stopped and got out of the vehicle to find out the Wheel/Tire was about to fly/broke off. Had it not been for these two Good Samaritans we would not be here today to tell our stories; the whole family including three little Kids were not alive today; maybe we may include some other passengers on the highway when we roll over. Now
tell us, which one are you calling a Mechanical Failure? The Brake Light Wiring,
the Old Chain, or the Corroded Wheel/Tire? If you call this a mechanical
failure, we call the whole situation a DELIBRATE set up focused on CERTAIN innocent
customers. We
are talking about your negligent business practice that puts the life of
unsuspected customers in GRAVE situation. We are so upset and unsettling with
your disrespect. We respectfully request the following from you/your company immediately.
Please DO NOT wait our next step to fulfil this request like you did when you
get reported to Revdex.com:Respect your customers regardless of their color, sex and country of origin. Send us a formal and official Apology Letter; of course a copy to Revdex.com (Revdex.com).Refund the whole amount that we paid for the DEFECTIVE/KILLER TRAILER ($600).Finally, we have lost all documents, receipts and other staff when we off-load and on-load to change to the new trailer after the defective trailer is changed. We have spent additional THREE hours to do this. Altogether, we have spent NINE EXTRA hours on our journey. In addition to the defective trailer ($600), we need to be refunded up to $500 that we spent due to unnecessary travel extension; hotel, food, etc. If
you don’t agree on these terms, let us know as fast as possible. We are asking
only our expenses NOT the big PUNITIVE DAMAGES that you will be forced to pay
in a court of law; in front of a humane judge.We
have spent three days of frustration being worn out physically and as well emotionally.
We still have the nightmare of rolling over on the highway and run over by the
18 wheelers. Imagine putting your three little kids and driving 22 hours pulling
a defective trailer. This
is not a Mechanical Failure; it is Negligence and Poor Customer Service. Please
act accordingly to your earliest convenience to compensate your innocent customer.Sincerely, [redacted]
June 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and...
offered an apology for the inconvenience he experienced. He also explained a refund for $30 was issued back to his Master Card account 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,
[redacted]
Executive Assistant
U-Haul International
January 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM of our U-Haul of Ithaca, followed up on the information Mr. [redacted] provided. He spoke to Mr. [redacted] and advised him of an additional refund for the requested...
amount of $404.80 back to his [redacted] account. The refund 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,
[redacted]
Executive Assistant
U-Haul International
December 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Spencer E[redacted], our GM for our U-Haul Moving and Storage at Alexis Rd., reviewed Ms. [redacted]’ recent information she provided. He informed...
our office he left a message for Ms. [redacted] on December 14th and explained his decision in the matter remains the same. Please refer to our original response posted to the Extranet on October 17, 2016 under ID# [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
January 6, 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 SW Ohio Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:
Please accept my apologies for the issue you had with our equipment. First of all in view of the length of time it took to get the door unlocked I believe you are due more adjustment to your rental price and I am refunding an additional $100.00 dollars to you. This amount with the $50.00 that the GM refunded will be all that will be refunded. I can assure you that I do not agree with any statement that you were lied to. As part of my responsibilties with U Haul, I help to oversee customer concerns in our stores, and I know of no pattern of negligent customer service from this store and it's employees. I believe [redacted] statement that it is the customer's responsibility for this was a misunderstanding on his part. We do hold customer's responsible for keys locked inside a truck during a rental., but not when the keys will not unlock the doors. That is an issue to be addressed with the store personnel. I hope that this helps finalize the issue.
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
I really don't think it's fair that I was given the wrong information and yet I still have to pay for something I was told I would not be charged for. I'm sure they probably have recorded audio on their phone system and that they would be able to see that I am not lying.
September 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jim B[redacted], our President for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office, in an effort to bring closure, he issued Mr. [redacted] a refund for $50 as an adjustment on his rental. 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 Assistant U-Haul International
March 16, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Mark M[redacted], our GM at U-Haul Moving and Storage of Jackson, followed up on the information Ms. [redacted] provided. He informed our office, after reviewing the notes for...
this rental, he concluded Ms. [redacted] is owed a refund for $235 in addition to the $50 refund issued on July 23, 2016. The supplemental refund should post on her 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 InternationalTell us why here...
March 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Matt Dougherty, our Gm for our U-Haul Moving and Storage of Springfield, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and...
requested the receipts for the tow bill and expenses incurred be sent for further review. 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
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.
[Provide details of why you are not satisfied with this resolution.] Because the person whom I spoke to told me to get the figures together and present them to her which I did ..I took pictures of items and sent them to her which I will send to you upon request..[redacted] who was the person I first was told who was in charge of my account with went on vacation and left a guy whom I was told would take my account over in her absents...I sent the pictures of my damage chairs that were to be redone along with other info and never heard from them again...I was never told that my account was settle....This place needs to be put out of business for they are deceptive they never sent any one out to see how bad my furniture was what kind of company would not want to make sure that I was not lying the insurance I paid for was for $5,000.00 I paid every month and they beat me for a $30.00 coupon that they gave me after double charges on my account for months..This is not an honest Company and I will never give up on this.............[redacted]
Regards,
[redacted]
August 16, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted]. The rental contract is listed under [redacted] [redacted].Katie L[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Mr. [redacted] provided...
and sent him the following email in response:Good afternoon Mr. [redacted], I am reaching out to you in regards to the recent Revdex.com complaint you filed with our Tonawanda, NY location. I do apologize that you were not satisfied with the customer service you received from this location. Per your request I did review the camera footage and the breakdown is below. 8:57 am you pull in driving a red car 8:58 am you walk inside, the associate meets you at the doors and walks you to the counter where you start the rental paperwork 9:07 am associate walks to grab furniture pads and brings them with him to the truck 9:08 am associate puts the pads in the back of the truck 9:09 am associate pulls the truck to the front of the building and talks with you while sitting in the cab 9:10 am associate takes the window sign out the truck, brings to the back of building 9:11 am associate gets a dolly out of the cage 9:12 am associate walks the dolly to the truck and places in the box for you 9:13 am associate and you walk back inside and go the counter, associate does not turn his back to you. Customer does swipe card. 9:15 am you walks outside and go to your car, then you get in the truck 9:17 am you pull out of the parking lot I also spoke with the associate who took care of you. He state you did ask about there not being a dolly in the back of the truck and I see that it is not on contract 20561571 but he explained that was because you did not state you needed it during the paperwork. Often our customers will reserve pads and or dolly's during the reservation process just incase they need them but that does not mean they still want them when they pick up the truck. During the paperwork we ask if you need dolly's or pads regardless if it is on your reservation incase you changed your mind. Ryan stated when he asked if you needed dolly's or pads your just stated you needed pads, did not comment on dolly's so he did not have that on that contract. His response to your inquiry about the dolly was simply him stating you did not request it when he asked, he understood it was on the reservation but you did not say you still wanted the dolly when he inquired about it. Nonetheless he grabbed you a dolly when you asked him about it outside and dispatched the dolly on its own rental contract, 284160. As a result of the confusion and misunderstandings I will issue a $20.00 gift certificate that is being emailed to this same email address. I understand you are disputing the entire amount of the rental but based upon my findings no refund is justified. The gift certificate is valid for 2 years and can be used on any product we offer including hitches, propane, boxes, storage, or rentals. Thank you, Katie L[redacted] Executive Assistant U-Haul Co. of Western New York [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,Maria P[redacted]Executive Assistant
September 6, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. S[redacted]. Derrick S[redacted], our Area Field Manager for our Mississippi Regional Office, reviewed Mr. S[redacted]’s recent comments. He informed our office a refund for $106 was issued back to Mr. S[redacted]’s Master Card 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 Assistant U-Haul International
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining she issued her a refund for $750...
back to her [redacted] account. The refund 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 14, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Kristina K[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided and sent him the following email in response: Dear Mr....
[redacted], We have received file #[redacted] in regards to the balance on an account that you were linked with. Due to you being linked with the contract holder at the time of the rental, the balance that you are requesting back will have to be taken up with the contract holder. Sincerely, Kristina 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
At approximately 10:54am on 2/27/15 the customer's reservation was downloaded to my location (see attached reservation document). His reservation was for 12 hours, picking up at 12:00pm on 2/27/2015 and dropping off...
at 12:00am 2/28/2015 (see attached reservation document). We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to 24 hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified). When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time. The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page). The customer is correct about the time that he brought the truck back... for some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back. Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available. As far as I'm concerned he can have all his money back. He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul). We have contacted our U-Haul Area Field Manager who has the power to refund his money. It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here). He also did not refuel the truck and was charged 3.50 per gallon for the fuel that he used, as stated would happen on the contract. The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract).
October 30, 2014
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 Western New York Regional Office, reviewed Ms. Demit’s recent comments to your office and sent her the following email in response:
Good afternoon Ms. [redacted], I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damage. I received the pictures as well as the estimate for the repair but not the explanation from your mechanic. Unfortunately we can do nothing without that explanation. Once we receive the write up we can can further address this. Thank you, [redacted] Executive Assistant U-Haul Co. Of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me upon our agreement. They have agreed on the $274.34 + $263.66. Which I am waiting for a check totaling $539.00 Once I have received the check for that amount, I will be happy that this is resolved. I will wait until for the business to perform this action and, once completed, I will consider this complaint resolved.
Regards,
[redacted]
January 6, 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 Northern Alberta, Saskatchewan and Northwest Territories, reviewed Ms. [redacted]’s recent comments to your office. She sent Ms. [redacted] an email requesting a copy of the contract that states the U-Boxes would be delivered within 14 days.
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
June 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Steve L[redacted], our President for our Saint Louis Regional Office, reviewed Mr. [redacted]’s recent comments. He explained to our office his decision in the matter remains the same. As I relayed in my previous letter, Mr. L[redacted] sent Mr. [redacted] an email that included his apology along with a VIP Certificate we hope he will take advantage of using as we feel it can be great value to our customer and is valid for two years. Mr. L[redacted] acknowledged him and Mr. [redacted] are unable to see eye to eye on the situation. Nothing further will be done. 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 find that this resolution would be satisfactory to me. I will wait until the business to perform this action and, if it does, will consider this complaint resolved.I notified Uhaul by email that my debit and credit card accounts, which they have on record, are both valid to refund a charge. Otherwise, I can always be reached at: [redacted], [redacted], [redacted].
Regards,
[redacted]
October
27, 2015First
of all, we would like to thank the Revdex.com (Revdex.com) for being a
voice for the voiceless and the less fortunate individuals; individuals
targeted by rouge business owners and companies. We appreciate it once again
and we will disseminate the word for others to use this wonderful avenue to
surrender the wrong business doers easily. Break
….. break …… Dear
U-Haul, We
have discussed the situation in person and via email. However, the only offer
that you promised was to refund the one night Hotel stay. You denied reimbursing
for the main cause which is the Defective Trailer. You don’t have to be
reported to a higher official to give a respectful and polite reply to your
customers. Customers expect you to be courteous and professional when you
conduct business. Now,
we just read your first reply to Business Bureau (Revdex.com) stating that “we have
already refunded 50% of the trailer payment” We got confused and checked our
bank account and we found $300 deposited two days ago on Oct. 24, 2015; after
you were reported to Revdex.com. This
shows your true picture; deceiving and mischievous work ethics. From the very beginning,
our complaint has been on the Defective Trailer that put our family life in Great
Danger. You tried to explain the situation as a Mechanical Failure. NO, IT IS
NOT; it is negligence on your side; renting a defective trailer that needs to
be out of use. Let us give you another brief scenario and you will tell us if
you call it a mechanical failure:1. The day we came to take the Trailer, the brake light was not working. Your technician couldn’t fix it. After two hours you sent us to another technician. The second technician was angry because the whole electrical wire was old and broken inside. He replaced a brand new wiring and we left after another two hours. WE HAVE SPENT FOUR hours before we even begin our long journey. As a result, we postponed our trip to the next day.2. The next morning, after we drove 12 hours we took a break and fortunately we did a safety check on your Trailer. We were so lucky to find out the loose chain; it was about to broke off. We called the nearest U-Haul and replaced the chain. The U-Haul guys who replaced the chain called the Manassas, VA office and complained on you for putting a rusted/old chain. WE HAVE SPENT UNNECESSARY TWO hours again and of course forced to stay in a hotel; just to ventilate our frustration.3. The following day was the most DANGEROUS day; literally a DEATH CALL. After we drove about 6 hours two people were following and giving us an urgent signal to stop the vehicle. We stopped and got out of the vehicle to find out the Wheel/Tire was about to fly/broke off. Had it not been for these two Good Samaritans we would not be here today to tell our stories; the whole family including three little Kids were not alive today; maybe we may include some other passengers on the highway when we roll over. Now
tell us, which one are you calling a Mechanical Failure? The Brake Light Wiring,
the Old Chain, or the Corroded Wheel/Tire? If you call this a mechanical
failure, we call the whole situation a DELIBRATE set up focused on CERTAIN innocent
customers. We
are talking about your negligent business practice that puts the life of
unsuspected customers in GRAVE situation. We are so upset and unsettling with
your disrespect. We respectfully request the following from you/your company immediately.
Please DO NOT wait our next step to fulfil this request like you did when you
get reported to Revdex.com:Respect your customers regardless of their color, sex and country of origin. Send us a formal and official Apology Letter; of course a copy to Revdex.com (Revdex.com).Refund the whole amount that we paid for the DEFECTIVE/KILLER TRAILER ($600).Finally, we have lost all documents, receipts and other staff when we off-load and on-load to change to the new trailer after the defective trailer is changed. We have spent additional THREE hours to do this. Altogether, we have spent NINE EXTRA hours on our journey. In addition to the defective trailer ($600), we need to be refunded up to $500 that we spent due to unnecessary travel extension; hotel, food, etc. If
you don’t agree on these terms, let us know as fast as possible. We are asking
only our expenses NOT the big PUNITIVE DAMAGES that you will be forced to pay
in a court of law; in front of a humane judge.We
have spent three days of frustration being worn out physically and as well emotionally.
We still have the nightmare of rolling over on the highway and run over by the
18 wheelers. Imagine putting your three little kids and driving 22 hours pulling
a defective trailer. This
is not a Mechanical Failure; it is Negligence and Poor Customer Service. Please
act accordingly to your earliest convenience to compensate your innocent customer.Sincerely, [redacted]
June 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and...
offered an apology for the inconvenience he experienced. He also explained a refund for $30 was issued back to his Master Card account 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,
[redacted]
Executive Assistant
U-Haul International
January 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM of our U-Haul of Ithaca, followed up on the information Mr. [redacted] provided. He spoke to Mr. [redacted] and advised him of an additional refund for the requested...
amount of $404.80 back to his [redacted] account. The refund 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,
[redacted]
Executive Assistant
U-Haul International
December 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Spencer E[redacted], our GM for our U-Haul Moving and Storage at Alexis Rd., reviewed Ms. [redacted]’ recent information she provided. He informed...
our office he left a message for Ms. [redacted] on December 14th and explained his decision in the matter remains the same. Please refer to our original response posted to the Extranet on October 17, 2016 under ID# [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