[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 2/15/16 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Courtney [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 9, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Our Assistant GM at our Santa Barbara U-Haul Center reviewed Ms. [redacted]’s contract with her when she came into our Center. We pointed out that the net paid that day was zero. We also...
highlighted the area where it states the bank has placed a hold for $715.50 on her account. U-Haul will not charge/credit the card until the equipment is returned and the rental charges are calculated. Only the hold may appear on Ms. [redacted]’s credit card. Actual charges are not applied until the rental is complete and the contract is closed out.
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
November 20, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information and sent him the following email in response:
Good Morning [redacted], I...
wanted to follow up with you and ensure everything went ok with the bike rack you received Friday. Unfortunately, my daughter was sick so I wasn't in the office. Please let me know if there's anything else I can do to assist you on this matter. Thank you for your patience. Thank you, [redacted] U-Haul of [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
August 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms [redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided and sent her the following email in response:Dear Ms. [redacted],I am reaching out in regards to your...
concern sent through the Revdex.com. We appreciate your feedback and understand your frustration. Our eAlert policy was created to protect our company from further debt and to ensure that debtors are not able to benefit from our equipment when a debt has been left unpaid. You are not being asked to pay the debt and this does not reflect on your credit in any way. U-Haul has decided there is a risk of the debtor benefiting from your rental and we have chosen to not assume that risk. We are sincerely sorry this has affected your ability to rent. We are willing to work with the debtor to resolve this on your behalf if the debtor contacts us and wants to agree to a settlement. You can contact me direct at ###-###-#### Ext [redacted]. I look forward to hearing from you at your convenience. Thank You, [redacted]UCC Associate Program ManagerCustomer Service DepartmentOur 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
November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Frank G[redacted], our President for our Fort Lauderdale Regional Office, reviewed Mr. [redacted] recent comments. He informed our office he left two separate messages requesting a call back in order to personally address his concerns but has not heard back. In case Mr. [redacted] misplaced his telephone number, Mr. Grau can be reached at [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 AssistantU-Haul International
November 18, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jeff P[redacted], our President for our Nashville Regional Office, followed up on the information Mr. [redacted] provided and sent Mr. [redacted] the following email in response:...
Cim, I am writing you in regards to your Revdex.com letter where you are requesting $835.04 refunded to you. I understand that there was some confusion on what you were towing and I apologize for that. I am willing to refund the overdraft fee and an additional $75.00 that is the extent of what I can do. You were already give a 30% refund on your rental for the inconvenience the additional $75 will put you at 50%. I know that you are looking for more than this, but we are not able to pay for you driving your truck back to in. I know this is not what you want, but this is what I can offer. Please let me know your thoughts. Thanks 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 28, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Erik R[redacted], our President for our Los Angeles South Regional Office, and his Executive Assistant, Arnesha C[redacted], reviewed Ms. [redacted]’s recent comments. He stated the issue at hand was a strap on the auto-transport coming loose. Ms. [redacted] was given a User’s Guide at the time of rental advising her to check the straps at every stop along their trip because they can loosen from the movement of traveling. Ms. C[redacted] sent Ms. [redacted] an email offering her apology for the inconvenience she experienced and explained a full refund for the auto-transport was issued in the amount of $367.58, along with what was collected at the receiving location, or $130.10. Ms. C[redacted] relayed that the total refund of $497.68 was a final resolution and no further refunds or adjustments would be issued.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
January 20, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. [redacted] and Mr. [redacted].
[redacted], our President for our New Mexico Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that we relay his apology for any misunderstanding that may have taken place. As we value Mr. [redacted] and Mr. [redacted] as customers, Mr. Neill’s office sent them a $200 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.
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
Tuesday, June 13, 2017 Revdex.com concern #[redacted] U-Haul Reference id #: [redacted] Thank you for your concern for our customer Mr. P[redacted]. Russ B[redacted], Marketing Company President of Western Arizona, researched the issue and contacted the customer via phone. Mr. P[redacted] was...
refunded $75.00 back to the card ending 4385 on 6/12/2017. Our apologies for any inconvenience this caused Mr. P[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] UCC Associate Program Manager U-Haul International
July 21, 2016 Revdex.com ID#: [redacted] Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr. [redacted]. John K[redacted], our GM for our U-Haul Storage at 8 Mile, followed up on the information Mr. [redacted] provided. He informed our office, the day after the rental truck was returned, he realized he had applied the wrong reservation to the rental contract. Mr. K[redacted] reversed the charges and charged the correct credit card. He also mentioned the following day he rented a truck to Mr. [redacted] with a special one-way pricing, and more importantly, offered his personal apology for the inconvenience he caused. 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
[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. Even though the payment does not include the unjustified late fees we were charged, we just want to move forward with our lives. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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.]Yes, an individual from SW Ohio U Haul contacted me in September. He just explained the difference between an in town rate and a one way rate. It does not take a rocket scientist to figure that one out! What I wanted to know, and still want to know, is why there was a difference of approx 500% between the rates. He said he did not know and recommended I write to U Haul headquarters. I did that, TWICE, with no reply. It was not until I conatcted the Revdex.com of Arizona, then I received a reply. A U Haul person (Vickie) called me on a Sunday morning in December. After a lengthy conversation, she informed me that the difference was in the drop off fee, about $350.00, that was included in my charge. This was news to me! If you look at my contract, it says nothing about a drop off charge. I can fax the document if U Haul cannot find it. Bottom line is, U Haul did not disclose all the fees for my rental. I attempted to resolve the issue over the phone with SEVERAL individuals. It was recommended that I write to U Haul corporate. I did just that, TWICE with no reply. Apparently, U Haul has enough customers that they do need to respond to a written request. Funny how they answered right away when the Revdex.com called! What do I want? Nothing. Will I rent from U Haul again? Only as a LAST RESORT! Will I recommend U Haul to my friends? Definitely not! In fact, because of their lack of response to my written requests, I'll go out of my way to NOT recommend them. A little common courtesy from U Haul could have avoided all this. They got their 'pound of flesh' from me but at what cost?
Regards,
[redacted]
March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments and sent the following email in response: Good afternoon Ilya, as per our conversation please forward any receipts for expenses you incurred during your rental to this email. If you have further questions, please feel free to contact me at 413-535-0150. Thank you. - Jessica A[redacted] EA 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
July 1, 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 Long Island Regional Office, reviewed Ms. [redacted]’s recent comments. He relayed that he felt the $361 discount was a fair resolution and no further refunds or adjustments would be issued. Mr. [redacted] also assured our office he addressed the issue with the employees involved for corrective action as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul and also ensure proper procedures are being followed by every office that is in contact with our customers. Please be advised any action taken with our employees and the outcome is kept within the company.
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
September 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Rammy A[redacted] our Executive Assistant for our Maryland Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained...
he was waiving the remaining charges for the tire in question and will also advise E-Alert of 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
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.
U-Haul provided a guarantee for the equipment. Based on that guarantee I made other arrangements to move a large quantity of furniture. Also, the date we reserved the equipment was the last opportunity to move the furniture before the end of the month. If we had not move the furniture additional expense would have been incurred. U-Haul would not even discuss alternate arrangements for equipment. I was simply told to take the equipment where U-Haul decided I couldpick it up or I could cancel the reservation and file a customer complaint. I was left with no option from U-Haul. I had to make other arrangements, because my schedule did not allow me to make the hour trip out of my way to pick up theequipment at the location U-Haul chose. Further, U-Haul made false statements as to the availability of the equipment. The equipment that was requested was present at the Philadelphia [redacted] as requested. For some reason U-Haulrefused to rent the equipment from the requested location. In the end, the cost of the truck we were forced to rent was $185, more than the cost of the trailer U-Haul guaranteed, but then failed to deliver. Finally, during my discussion with Mr. [redacted]. He said we was only offering a $50.00 credit toward further business with U-Haul. As I will not be renting from U-Haul in the future this is not acceptable. As of this date, there has been no creditto my credit card as Mr. [redacted] claims. It may still come, but as of today there is nothing pending. I would like U-Haul to reimburse the difference between the rental of the trailer and the what the cost of the rental of the truck fromtheir competitor, $185.
Regards,
[redacted]
June 17, 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 Eastern Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised...
her of the location where her U-Boxes are stored and scheduled an unload at the site. She also offered an amicable restitution for the late arrival.
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
The issue is no longer whether or not it was returned to the correct location or not. Nothing I signed states that I give/gave UHAUL the permission to take $150.06 from my card! The signed contract A- does not mention what the "One Way" rate is. B- Does not state what twice the "one way" rate is. C- Does not state I/customer/Chekeria [redacted] give UHAUL the AUTHORIZATION to take whatever the amount is (not listed on contract),( $150.06) also not listed on the contract. The contract advises what the charges are in word format only, there are no dollar amounts listed other than the hold for $68.31. To be charged is one thing, OK I signed it, whatever charge me, but do not charge it to my card/withdraw it from my account without my permission. The contract also states, "U-Haul may authorize a second amount for the "estimated balance". That is simply advising that there may be a second charge, it's not getting authorization to charge the card a second time, it's just making the customer aware that there may be a second charge. How can U-Haul authorize a charge, after all it is the customers card/money, the customer needs to authorize! I have not a flying clue what the "estimated balance" is or what the second charge is, but sure U-haul, whatever it is go right ahead into my account and take it? No way!! to amount that has not been provided, discussed, advised, etc. . Again, no where on the contract is there an "estimate balance" listed or nothing signed saying I authorized U-Haul to charge my card a second time in the amount of $150.06. Please show me where I authorized this amount. Please show me where I signed gives the one way rate. Please show me where twice the one way rate is listed. Perhaps the company needs to rewrite there contract with specific amounts AND authorization of these amounts.
May 20, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms. [redacted]. Fred W[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories, followed up on the information Ms. [redacted] provided. He informed our office he...
spoke to Ms. [redacted] and was able to reach an amicable resolution. A refund for $80 was issued back to Ms. [redacted]’s Visa account as an adjustment on her rental and should post on her next credit card statement. She relayed she would continue to use U-Haul in the future. 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
[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 2/15/16 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Courtney [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 9, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Our Assistant GM at our Santa Barbara U-Haul Center reviewed Ms. [redacted]’s contract with her when she came into our Center. We pointed out that the net paid that day was zero. We also...
highlighted the area where it states the bank has placed a hold for $715.50 on her account. U-Haul will not charge/credit the card until the equipment is returned and the rental charges are calculated. Only the hold may appear on Ms. [redacted]’s credit card. Actual charges are not applied until the rental is complete and the contract is closed out.
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
November 20, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information and sent him the following email in response:
Good Morning [redacted], I...
wanted to follow up with you and ensure everything went ok with the bike rack you received Friday. Unfortunately, my daughter was sick so I wasn't in the office. Please let me know if there's anything else I can do to assist you on this matter. Thank you for your patience. Thank you, [redacted] U-Haul of [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
August 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms [redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided and sent her the following email in response:Dear Ms. [redacted],I am reaching out in regards to your...
concern sent through the Revdex.com. We appreciate your feedback and understand your frustration. Our eAlert policy was created to protect our company from further debt and to ensure that debtors are not able to benefit from our equipment when a debt has been left unpaid. You are not being asked to pay the debt and this does not reflect on your credit in any way. U-Haul has decided there is a risk of the debtor benefiting from your rental and we have chosen to not assume that risk. We are sincerely sorry this has affected your ability to rent. We are willing to work with the debtor to resolve this on your behalf if the debtor contacts us and wants to agree to a settlement. You can contact me direct at ###-###-#### Ext [redacted]. I look forward to hearing from you at your convenience. Thank You, [redacted]UCC Associate Program ManagerCustomer Service DepartmentOur 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
November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Frank G[redacted], our President for our Fort Lauderdale Regional Office, reviewed Mr. [redacted] recent comments. He informed our office he left two separate messages requesting a call back in order to personally address his concerns but has not heard back. In case Mr. [redacted] misplaced his telephone number, Mr. Grau can be reached at [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 AssistantU-Haul International
November 18, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jeff P[redacted], our President for our Nashville Regional Office, followed up on the information Mr. [redacted] provided and sent Mr. [redacted] the following email in response:...
Cim, I am writing you in regards to your Revdex.com letter where you are requesting $835.04 refunded to you. I understand that there was some confusion on what you were towing and I apologize for that. I am willing to refund the overdraft fee and an additional $75.00 that is the extent of what I can do. You were already give a 30% refund on your rental for the inconvenience the additional $75 will put you at 50%. I know that you are looking for more than this, but we are not able to pay for you driving your truck back to in. I know this is not what you want, but this is what I can offer. Please let me know your thoughts. Thanks 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 28, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Erik R[redacted], our President for our Los Angeles South Regional Office, and his Executive Assistant, Arnesha C[redacted], reviewed Ms. [redacted]’s recent comments. He stated the issue at hand was a strap on the auto-transport coming loose. Ms. [redacted] was given a User’s Guide at the time of rental advising her to check the straps at every stop along their trip because they can loosen from the movement of traveling. Ms. C[redacted] sent Ms. [redacted] an email offering her apology for the inconvenience she experienced and explained a full refund for the auto-transport was issued in the amount of $367.58, along with what was collected at the receiving location, or $130.10. Ms. C[redacted] relayed that the total refund of $497.68 was a final resolution and no further refunds or adjustments would be issued.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
January 20, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. [redacted] and Mr. [redacted].
[redacted], our President for our New Mexico Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that we relay his apology for any misunderstanding that may have taken place. As we value Mr. [redacted] and Mr. [redacted] as customers, Mr. Neill’s office sent them a $200 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.
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
Tuesday, June 13, 2017 Revdex.com concern #[redacted] U-Haul Reference id #: [redacted] Thank you for your concern for our customer Mr. P[redacted]. Russ B[redacted], Marketing Company President of Western Arizona, researched the issue and contacted the customer via phone. Mr. P[redacted] was...
refunded $75.00 back to the card ending 4385 on 6/12/2017. Our apologies for any inconvenience this caused Mr. P[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] UCC Associate Program Manager U-Haul International
July 21, 2016 Revdex.com ID#: [redacted] Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr. [redacted]. John K[redacted], our GM for our U-Haul Storage at 8 Mile, followed up on the information Mr. [redacted] provided. He informed our office, the day after the rental truck was returned, he realized he had applied the wrong reservation to the rental contract. Mr. K[redacted] reversed the charges and charged the correct credit card. He also mentioned the following day he rented a truck to Mr. [redacted] with a special one-way pricing, and more importantly, offered his personal apology for the inconvenience he caused. 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
[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. Even though the payment does not include the unjustified late fees we were charged, we just want to move forward with our lives. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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.]Yes, an individual from SW Ohio U Haul contacted me in September. He just explained the difference between an in town rate and a one way rate. It does not take a rocket scientist to figure that one out! What I wanted to know, and still want to know, is why there was a difference of approx 500% between the rates. He said he did not know and recommended I write to U Haul headquarters. I did that, TWICE, with no reply. It was not until I conatcted the Revdex.com of Arizona, then I received a reply. A U Haul person (Vickie) called me on a Sunday morning in December. After a lengthy conversation, she informed me that the difference was in the drop off fee, about $350.00, that was included in my charge. This was news to me! If you look at my contract, it says nothing about a drop off charge. I can fax the document if U Haul cannot find it. Bottom line is, U Haul did not disclose all the fees for my rental. I attempted to resolve the issue over the phone with SEVERAL individuals. It was recommended that I write to U Haul corporate. I did just that, TWICE with no reply. Apparently, U Haul has enough customers that they do need to respond to a written request. Funny how they answered right away when the Revdex.com called! What do I want? Nothing. Will I rent from U Haul again? Only as a LAST RESORT! Will I recommend U Haul to my friends? Definitely not! In fact, because of their lack of response to my written requests, I'll go out of my way to NOT recommend them. A little common courtesy from U Haul could have avoided all this. They got their 'pound of flesh' from me but at what cost?
Regards,
[redacted]
March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments and sent the following email in response: Good afternoon Ilya, as per our conversation please forward any receipts for expenses you incurred during your rental to this email. If you have further questions, please feel free to contact me at 413-535-0150. Thank you. - Jessica A[redacted] EA 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
July 1, 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 Long Island Regional Office, reviewed Ms. [redacted]’s recent comments. He relayed that he felt the $361 discount was a fair resolution and no further refunds or adjustments would be issued. Mr. [redacted] also assured our office he addressed the issue with the employees involved for corrective action as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul and also ensure proper procedures are being followed by every office that is in contact with our customers. Please be advised any action taken with our employees and the outcome is kept within the company.
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
September 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Rammy A[redacted] our Executive Assistant for our Maryland Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained...
he was waiving the remaining charges for the tire in question and will also advise E-Alert of 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
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.
U-Haul provided a guarantee for the equipment. Based on that guarantee I made other arrangements to move a large quantity of furniture. Also, the date we reserved the equipment was the last opportunity to move the furniture before the end of the month. If we had not move the furniture additional expense would have been incurred. U-Haul would not even discuss alternate arrangements for equipment. I was simply told to take the equipment where U-Haul decided I couldpick it up or I could cancel the reservation and file a customer complaint. I was left with no option from U-Haul. I had to make other arrangements, because my schedule did not allow me to make the hour trip out of my way to pick up theequipment at the location U-Haul chose. Further, U-Haul made false statements as to the availability of the equipment. The equipment that was requested was present at the Philadelphia [redacted] as requested. For some reason U-Haulrefused to rent the equipment from the requested location. In the end, the cost of the truck we were forced to rent was $185, more than the cost of the trailer U-Haul guaranteed, but then failed to deliver. Finally, during my discussion with Mr. [redacted]. He said we was only offering a $50.00 credit toward further business with U-Haul. As I will not be renting from U-Haul in the future this is not acceptable. As of this date, there has been no creditto my credit card as Mr. [redacted] claims. It may still come, but as of today there is nothing pending. I would like U-Haul to reimburse the difference between the rental of the trailer and the what the cost of the rental of the truck fromtheir competitor, $185.
Regards,
[redacted]
June 17, 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 Eastern Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised...
her of the location where her U-Boxes are stored and scheduled an unload at the site. She also offered an amicable restitution for the late arrival.
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
The issue is no longer whether or not it was returned to the correct location or not. Nothing I signed states that I give/gave UHAUL the permission to take $150.06 from my card! The signed contract A- does not mention what the "One Way" rate is. B- Does not state what twice the "one way" rate is. C- Does not state I/customer/Chekeria [redacted] give UHAUL the AUTHORIZATION to take whatever the amount is (not listed on contract),( $150.06) also not listed on the contract. The contract advises what the charges are in word format only, there are no dollar amounts listed other than the hold for $68.31. To be charged is one thing, OK I signed it, whatever charge me, but do not charge it to my card/withdraw it from my account without my permission. The contract also states, "U-Haul may authorize a second amount for the "estimated balance". That is simply advising that there may be a second charge, it's not getting authorization to charge the card a second time, it's just making the customer aware that there may be a second charge. How can U-Haul authorize a charge, after all it is the customers card/money, the customer needs to authorize! I have not a flying clue what the "estimated balance" is or what the second charge is, but sure U-haul, whatever it is go right ahead into my account and take it? No way!! to amount that has not been provided, discussed, advised, etc. . Again, no where on the contract is there an "estimate balance" listed or nothing signed saying I authorized U-Haul to charge my card a second time in the amount of $150.06. Please show me where I authorized this amount. Please show me where I signed gives the one way rate. Please show me where twice the one way rate is listed. Perhaps the company needs to rewrite there contract with specific amounts AND authorization of these amounts.
May 20, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms. [redacted]. Fred W[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories, followed up on the information Ms. [redacted] provided. He informed our office he...
spoke to Ms. [redacted] and was able to reach an amicable resolution. A refund for $80 was issued back to Ms. [redacted]’s Visa account as an adjustment on her rental and should post on her next credit card statement. She relayed she would continue to use U-Haul in the future. 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