January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted]Angelique F[redacted], our Executive Assistant for ou[redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email on January 5th...
in response:Hello Mr. [redacted] I wanted to thank you for taking the time to talk with me last night about the complaint that was put in, and also apologize for the inconvenience on your rental. I wanted to let you know that I have reviewed the file over with my MCP and we will be issuing you a $50 Reservation Guarantee today. This will go back to the card we have on file. Please allow 3-5 business days for this to show. If you have any concerns please feel free to contact me at anytime as I have left you with my cell number. Kind Regards, Angelique [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]tU-Haul International
October 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted]. Cliff S[redacted], our Field Manager for our Central Chicago Regional Office, reviewed [redacted]’s recent comments. He informed our office he spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee. He should receive the refund within the next 10 business 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, Maria P[redacted] Executive Assistant U-Haul International
May 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Bren O[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Mr. [redacted] provided. She informed our office our GM of our U-Haul...
Moving and Storage at Stevenson Dr. will contact Mr. [redacted], if not already, to offer his personal apology and explain that he processed the credit on April 24th, however due to it being a Sunday, the credit did not process until the following business day, or Monday. 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
December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Chelsea K[redacted] in our Equipment Recovery Department reviewed Mr. [redacted]’s recent comments to your office. She sent him an invoice of the toll charges and asked him to call her direct if he had questions regarding the invoice.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 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. David R[redacted], our President for our Detroit Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: [redacted] per our...
conversation today you will receive a Company check for $70 to honor the Guarantee Reservation and the extra fuel expense you incurred. Please allow 5 business days for the check to arrive. 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
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call but she has not...
heard back as of yet. She also explained his boxes arrived at the designated location in Prescott and on time according to his contract.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
That is not true! And even when I arrived at the 54 location in [redacted] they acknowledge the damage and told me to contact them! What a ripoff Uhaul is! They don't want to pay and be responsible for the damage of my vehicle! I called the people in Nesbit Ferry and sent photos of the damage and I never got any response!
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.
They have not done anything! [redacted] called and said I had already received a "sweet deal". He also stated he could not do anything about the customer service in Phoenix as there are 7,000 employees and he couldn't track down the ones who provided horrible customer service. He then stated he could not do anything to [redacted], even though he lied to me and sent me down the road during rush hour with a rented trailer that did not meet federal highway safety standards. So this was, in essence, a waste of time. U-Haul is not willing to do anything to weed out the bad apples in their ranks. Or maybe this is the norm with them. Hard to tell. They were put on notice that they rented a trailer that violated federal highway standards. They did not care. This was a joke.
Regards,
[redacted]
this is unacceptable. Had the agent provided relevant information or provided the trailer I requested (not an "in town trailer) then there would be no issue. I do not accept this "compromise" and request U-haul waive all fees. I would like to take the next steps if U-haul is unable to agree.
April 28, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Steve L[redacted], our President for our Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear Mr. [redacted], I received...
notice of your letter to the Revdex.com. I would like to apologize for the difficulty you experienced with your recent rental. After looking into the matter, I see you indeed were overcharged. The location collected $394.29 and the charges should have been $270.44. I have issued a CREDIT to your card for the difference, which is - $123.85. A breakdown of the correct charges is below:1. Rental Rate = $19.952. 70 miles @ .79 a mile = $55.303. CDW = $10.004. Environmental Fee = $1.005. Fuel = $10.506. Deductible for the accident = $150.007. Tax = $23.698. TOTAL CHARGES = $270.44I understand you are also asking for a refund of the $150.00 deductible charged due to the accident you had with our equipment. This money is not refundable. The contract terms explained that the CDW you purchased for $10.00 relieves you of the responsibility for damages AFTER the first $150.00. Please keep in mind that the truck you rented was brand new, only had 130 miles on it, and the repairs needed after your accident will exceed $2,000.00. In addition, the bill we paid for the Towing company to get the truck removed from being stuck on top of your trailer was $1,000.00. Clearly, you made a good choice to purchase the CDW and therefore limit your responsibility to just $150.00.I have attached a copy of your Rental Contract as well as a copy of the CREDIT that was issued today. If you have any questions, you can contact me at [redacted] Sincerely,Steve L[redacted], PresidentU-Haul Co. of St. LouisOur 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
November 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Larry M**, our GM for our Moving and Storage at N. Sam Houston, followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted]...
but reached his voice mail. He left a message explaining he could contact our Credit Administration Department to set up a payment plan because a payment plan could not be set up locally at his store. Mr. [redacted] can reach our Credit Administration Department through ###-###-####.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
February 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. and Mrs. [redacted].
[redacted] our Field Manager for our Clearwater Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mrs. [redacted] contacted her on...
February 14th. Ms. [redacted] attempted to discuss her concerns, however, her participation in the conversation was basically listening to Mrs. [redacted]. From what Mrs. [redacted] relayed, Ms. [redacted] concluded they were not happy with how the hitch looked on their vehicle and wanted it removed. Ms. [redacted] stated they would be happy with removing the hitch but will not be able to refund for the labor to install the hitch, which was $171.75. If they wish to file a claim for damages, they will need to contact [redacted] and can be reached at ###-###-####.
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 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, followed up on the information Ms. [redacted] provided. She has been in contact with Ms. [redacted] by email. Her most recent...
email is as follows dated January 4th:Thank you for getting back to me. I would like to apologized for the issues that you have had with our company and moving help. I would also like to ask if you got my email with the receipts that I sent you last week? I am just trying to figure were the issue with your move started? And how can I help you make it better? Your original reservation was set up for storage only and that was what the $550.95. That was for 1 month of storage and the delivery of the 5 boxes to your address in Ypsilanti, MI. You also ended up adding the $25 per a box coverage. By the time we picked up your UBoxes on 11/17 and shipped them out you were going into your second month as the UBoxes were delivered on 10/22. I remember speaking to you about the shipping charges as you wanted to know how much it would be to ship 4 boxes instead of 5. The price I quoted you for 4 UBoxes to be shipped to CA was $3628. Your ended up using the 5th box so that made the new shipping total $4280. I have received the letter you wrote to the Revdex.com. I have spoken to the reps for the moving helpers also. I have got all the charges that you were charged for the moving helpers. The first one was a charge of $205.95 on 2/16, this was refunded on 12/17 as 3 different refunds of $150, $5.95 and $50. The next charge was for $240.95 on 12/17 this one is still showing as a charge and the reps from moving help said you would have to call them to get this one refunded. Their number is 866-748-4110. The next one is a charge of $145.95 on 12/17 and this has also been refunded in 3 different refunds of $90, $5.95, and $50. The next charge is $225.95 on 12/17 and this one was select to be used as a certificate and you would have to go into your moving help account and select it to be issued as a refund to the card instead of a certificate. The next one was a pending of $225.95 and this was just pending and was never actually charged, if it has not been refunded yet you would just need to call your bank and give them the authorization code 031051 and they should release it. And the final charge that I have found is for $145.95 on 12/17 and this one you would also need to give authorization code 024656 to have them release it if it has not been released. Please let me know if you feel that the above information is not helpful.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
Thank you for your concern for our customer [redacted] the Area Field Manager for the [redacted] dealer credited $329.00 to Mr.[redacted] Card,, The credit should appear on Mr,[redacted] next credit card statement,Our customers arevery important ro us and we regret to...
hear of situations that causeproblems for them. Thank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International
December 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office. Please be advised the name on the U-Haul contract is listed as [redacted].Stu K[redacted], our Field Manager for our Southern Massachusetts and Cape Cod Regional Office,...
followed up on the information Ms. [redacted] provided. He attempted to speak to Ms. [redacted] but reached her voice mail. He left a detailed message with his direct cell phone number should she have other questions. Mr. K[redacted] explained this issue is a matter between Ms. [redacted] and her daughter’s boyfriend, Mr. [redacted]. U-Haul is the third party. The credit card was authorized by Ms. [redacted], as she mentioned in her letter to your office, for all charges relating to this rental from start to finish. We can only make a refund to the credit card if another form of payment is provided. 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 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]
April 25, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. According to Mr. [redacted]’s rental contract, he did receive the 24-foot truck he reserved at his preferred pick up location in Simpsonville. A refund for the $50...
Reservation Guarantee Fee is not warranted in this case. 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...
March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has attempted to speak to...
Ms. [redacted] and has left messages at two separate numbers but has not received a return call. Mr. J[redacted] found no discrepancy with the mileage on the truck Ms. [redacted] rented. The outstanding balance was put on a Promissory Note for $34.94 plus a $30 Service Fee, thus the extra charges applied to her credit card. 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
June 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our Arkansas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted], and explained,...
although we do not prorate as noted on the storage agreement, he will go ahead and issue a refund for the requested amount of $69.67 in the interest of customer good faith.
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
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.
I very much disagree with Uhaul’s response.“When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms.[redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation.”While I did contact the Peoria office and was advised that they did not have any Upods, I contacted the Customer Service line (it was after hours in Peoria) to ask how to get the Upods. I was told they would be shipped in to Peoria. At no time, either during the phone conversation with the Corporate Reservation nor the online Reservation that was made was I informed that the Peoria Office would need to be contacted to verify equipment. I was actually told by the Corporate Reservation Customer Service Agent that if I did make the reservation, the Upods would be sent to Peoria. This was not advised by the Peoria locationuntil I called them the day I was to pick up the Upods. For this reason- I am holding to this complaint. Neither the 800 number nor the online reservation redirected me back to the Peoria office. “Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need totravel to an alternate location to secure the needed equipment.”This is not true either- I was not informed ‘up front’ that I would need to travel to get the Upods. I was told that theywould be available, as my reservation confirmation says, in Peoria on the date they were reserved. Sincerely- [redacted]
Regards,
[redacted]
January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted]Angelique F[redacted], our Executive Assistant for ou[redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email on January 5th...
in response:Hello Mr. [redacted] I wanted to thank you for taking the time to talk with me last night about the complaint that was put in, and also apologize for the inconvenience on your rental. I wanted to let you know that I have reviewed the file over with my MCP and we will be issuing you a $50 Reservation Guarantee today. This will go back to the card we have on file. Please allow 3-5 business days for this to show. If you have any concerns please feel free to contact me at anytime as I have left you with my cell number. Kind Regards, Angelique [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]tU-Haul International
October 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted]. Cliff S[redacted], our Field Manager for our Central Chicago Regional Office, reviewed [redacted]’s recent comments. He informed our office he spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee. He should receive the refund within the next 10 business 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, Maria P[redacted] Executive Assistant U-Haul International
May 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Bren O[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Mr. [redacted] provided. She informed our office our GM of our U-Haul...
Moving and Storage at Stevenson Dr. will contact Mr. [redacted], if not already, to offer his personal apology and explain that he processed the credit on April 24th, however due to it being a Sunday, the credit did not process until the following business day, or Monday. 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
December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Chelsea K[redacted] in our Equipment Recovery Department reviewed Mr. [redacted]’s recent comments to your office. She sent him an invoice of the toll charges and asked him to call her direct if he had questions regarding the invoice.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 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. David R[redacted], our President for our Detroit Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: [redacted] per our...
conversation today you will receive a Company check for $70 to honor the Guarantee Reservation and the extra fuel expense you incurred. Please allow 5 business days for the check to arrive. 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
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call but she has not...
heard back as of yet. She also explained his boxes arrived at the designated location in Prescott and on time according to his contract.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
That is not true! And even when I arrived at the 54 location in [redacted] they acknowledge the damage and told me to contact them! What a ripoff Uhaul is! They don't want to pay and be responsible for the damage of my vehicle! I called the people in Nesbit Ferry and sent photos of the damage and I never got any response!
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.
They have not done anything! [redacted] called and said I had already received a "sweet deal". He also stated he could not do anything about the customer service in Phoenix as there are 7,000 employees and he couldn't track down the ones who provided horrible customer service. He then stated he could not do anything to [redacted], even though he lied to me and sent me down the road during rush hour with a rented trailer that did not meet federal highway safety standards. So this was, in essence, a waste of time. U-Haul is not willing to do anything to weed out the bad apples in their ranks. Or maybe this is the norm with them. Hard to tell. They were put on notice that they rented a trailer that violated federal highway standards. They did not care. This was a joke.
Regards,
[redacted]
this is unacceptable. Had the agent provided relevant information or provided the trailer I requested (not an "in town trailer) then there would be no issue. I do not accept this "compromise" and request U-haul waive all fees. I would like to take the next steps if U-haul is unable to agree.
April 28, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Steve L[redacted], our President for our Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear Mr. [redacted], I received...
notice of your letter to the Revdex.com. I would like to apologize for the difficulty you experienced with your recent rental. After looking into the matter, I see you indeed were overcharged. The location collected $394.29 and the charges should have been $270.44. I have issued a CREDIT to your card for the difference, which is - $123.85. A breakdown of the correct charges is below:1. Rental Rate = $19.952. 70 miles @ .79 a mile = $55.303. CDW = $10.004. Environmental Fee = $1.005. Fuel = $10.506. Deductible for the accident = $150.007. Tax = $23.698. TOTAL CHARGES = $270.44I understand you are also asking for a refund of the $150.00 deductible charged due to the accident you had with our equipment. This money is not refundable. The contract terms explained that the CDW you purchased for $10.00 relieves you of the responsibility for damages AFTER the first $150.00. Please keep in mind that the truck you rented was brand new, only had 130 miles on it, and the repairs needed after your accident will exceed $2,000.00. In addition, the bill we paid for the Towing company to get the truck removed from being stuck on top of your trailer was $1,000.00. Clearly, you made a good choice to purchase the CDW and therefore limit your responsibility to just $150.00.I have attached a copy of your Rental Contract as well as a copy of the CREDIT that was issued today. If you have any questions, you can contact me at [redacted] Sincerely,Steve L[redacted], PresidentU-Haul Co. of St. LouisOur 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
November 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Larry M**, our GM for our Moving and Storage at N. Sam Houston, followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted]...
but reached his voice mail. He left a message explaining he could contact our Credit Administration Department to set up a payment plan because a payment plan could not be set up locally at his store. Mr. [redacted] can reach our Credit Administration Department through ###-###-####.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
February 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. and Mrs. [redacted].
[redacted] our Field Manager for our Clearwater Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mrs. [redacted] contacted her on...
February 14th. Ms. [redacted] attempted to discuss her concerns, however, her participation in the conversation was basically listening to Mrs. [redacted]. From what Mrs. [redacted] relayed, Ms. [redacted] concluded they were not happy with how the hitch looked on their vehicle and wanted it removed. Ms. [redacted] stated they would be happy with removing the hitch but will not be able to refund for the labor to install the hitch, which was $171.75. If they wish to file a claim for damages, they will need to contact [redacted] and can be reached at ###-###-####.
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 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, followed up on the information Ms. [redacted] provided. She has been in contact with Ms. [redacted] by email. Her most recent...
email is as follows dated January 4th:Thank you for getting back to me. I would like to apologized for the issues that you have had with our company and moving help. I would also like to ask if you got my email with the receipts that I sent you last week? I am just trying to figure were the issue with your move started? And how can I help you make it better? Your original reservation was set up for storage only and that was what the $550.95. That was for 1 month of storage and the delivery of the 5 boxes to your address in Ypsilanti, MI. You also ended up adding the $25 per a box coverage. By the time we picked up your UBoxes on 11/17 and shipped them out you were going into your second month as the UBoxes were delivered on 10/22. I remember speaking to you about the shipping charges as you wanted to know how much it would be to ship 4 boxes instead of 5. The price I quoted you for 4 UBoxes to be shipped to CA was $3628. Your ended up using the 5th box so that made the new shipping total $4280. I have received the letter you wrote to the Revdex.com. I have spoken to the reps for the moving helpers also. I have got all the charges that you were charged for the moving helpers. The first one was a charge of $205.95 on 2/16, this was refunded on 12/17 as 3 different refunds of $150, $5.95 and $50. The next charge was for $240.95 on 12/17 this one is still showing as a charge and the reps from moving help said you would have to call them to get this one refunded. Their number is 866-748-4110. The next one is a charge of $145.95 on 12/17 and this has also been refunded in 3 different refunds of $90, $5.95, and $50. The next charge is $225.95 on 12/17 and this one was select to be used as a certificate and you would have to go into your moving help account and select it to be issued as a refund to the card instead of a certificate. The next one was a pending of $225.95 and this was just pending and was never actually charged, if it has not been refunded yet you would just need to call your bank and give them the authorization code 031051 and they should release it. And the final charge that I have found is for $145.95 on 12/17 and this one you would also need to give authorization code 024656 to have them release it if it has not been released. Please let me know if you feel that the above information is not helpful.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
Thank you for your concern for our customer [redacted] the Area Field Manager for the [redacted] dealer credited $329.00 to Mr.[redacted] Card,, The credit should appear on Mr,[redacted] next credit card statement,Our customers arevery important ro us and we regret to...
hear of situations that causeproblems for them. Thank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International
December 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office. Please be advised the name on the U-Haul contract is listed as [redacted].Stu K[redacted], our Field Manager for our Southern Massachusetts and Cape Cod Regional Office,...
followed up on the information Ms. [redacted] provided. He attempted to speak to Ms. [redacted] but reached her voice mail. He left a detailed message with his direct cell phone number should she have other questions. Mr. K[redacted] explained this issue is a matter between Ms. [redacted] and her daughter’s boyfriend, Mr. [redacted]. U-Haul is the third party. The credit card was authorized by Ms. [redacted], as she mentioned in her letter to your office, for all charges relating to this rental from start to finish. We can only make a refund to the credit card if another form of payment is provided. 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 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]
April 25, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. According to Mr. [redacted]’s rental contract, he did receive the 24-foot truck he reserved at his preferred pick up location in Simpsonville. A refund for the $50...
Reservation Guarantee Fee is not warranted in this case. 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...
March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has attempted to speak to...
Ms. [redacted] and has left messages at two separate numbers but has not received a return call. Mr. J[redacted] found no discrepancy with the mileage on the truck Ms. [redacted] rented. The outstanding balance was put on a Promissory Note for $34.94 plus a $30 Service Fee, thus the extra charges applied to her credit card. 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
June 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our Arkansas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted], and explained,...
although we do not prorate as noted on the storage agreement, he will go ahead and issue a refund for the requested amount of $69.67 in the interest of customer good faith.
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
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.
I very much disagree with Uhaul’s response.“When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms.[redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation.”While I did contact the Peoria office and was advised that they did not have any Upods, I contacted the Customer Service line (it was after hours in Peoria) to ask how to get the Upods. I was told they would be shipped in to Peoria. At no time, either during the phone conversation with the Corporate Reservation nor the online Reservation that was made was I informed that the Peoria Office would need to be contacted to verify equipment. I was actually told by the Corporate Reservation Customer Service Agent that if I did make the reservation, the Upods would be sent to Peoria. This was not advised by the Peoria locationuntil I called them the day I was to pick up the Upods. For this reason- I am holding to this complaint. Neither the 800 number nor the online reservation redirected me back to the Peoria office. “Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need totravel to an alternate location to secure the needed equipment.”This is not true either- I was not informed ‘up front’ that I would need to travel to get the Upods. I was told that theywould be available, as my reservation confirmation says, in Peoria on the date they were reserved. Sincerely- [redacted]
Regards,
[redacted]