December 5, 2015
Revdex.com ID#: [redacted],[redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Ms. [redacted] recent comments to our office.
[redacted], our Storage Manager for our Manhattan Bronx Regional Office, reviewed Ms. [redacted] recent comments and informed our office another email was sent to Ms. [redacted] requesting she call back at ###-###-#### to discuss the offer of free online U-Haul account management. Ms. [redacted] mentioned that because Ms. [redacted] has a PO Box for a mailing address, it’s possible she is receiving her mail late. She is currently awaiting a return call if not already.
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
October 24, 2014
Revdex.com ID# 10271701
U-Haul Ref#: 700350
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Iowa Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made her reservation on September 8,...
2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.
[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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. Mr. [redacted] also confirmed there were no double charges for the rental 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,
[redacted]
Executive Assistant
U-Haul International
November 4, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted]. Tyeva R[redacted], our GM for our U-Haul Moving and Storage at Airline Blvd, reviewed the recent comments from Ms. Clemons’ mother, [redacted]. Ms. R[redacted] informed our office she has talked to Ms. [redacted] on more than one occasion and Ms. [redacted] understands the charges on the rental contract are correct. Please be advised our decision in the matter remains the same. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
I stated that I do not accept the certificate in my original complaint . I will NEVER pursue business with this company so there is no need for a credit , this is taking advantage of a consumer and I will not allow this to happen . I will reach out to the news and a lawyer if I am forced to . I need my FULL REFUND . I would like the matter escalated to someone who is really willing to fix the situation that this company created .
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 did inform the representative who spoke with me that I would call her back in a few days, but in the meantime I have been credited back the $150 without my consent. Had this resolution been offered back in August at the time of my complaint to the business, I would have been satisfied - however the five-month lag time has been extraordinarily frustrating. Because the full charge was for $788, and because I have made dutiful efforts to reach UHaul and resolve this with them directly, I respectfully request at least a $300 refund of the charges from UHaul.
Regards,
[redacted] [redacted]
My rebuttal is in RED: Ryan M[redacted], our GM for our U-Haul at Spruce Hills, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] on more than one occasion. Ryan M[redacted] spoke to me once after the incident and only told me he would call me back on the day of the incident. He explained Mr. [redacted] initially advised our staff his Ford Explorer was a 2008, which was not a good hook-up. Mr. [redacted] NEVER told anyone our vehicle was a 2008. He knows the year of our vehicle. He was told the moment he got there they would not help him because they don't rent uhalls to ANY Explorers. They never even spoke about the year of the vehicle. The lady on the 800 customer service told us they never opened the order at all! Mr. [redacted] came back in the following day and stated he had just bought the vehicle and it was in fact a 2013 Ford Explorer, which is a good hook-up. Mr [redacted] came back an hour later, not the next day. I spoke to customer service adn they told us it was taken care of and to go back and pick up the uhall. The previous contract that was cancelled the day before had a 5x8 trailer reserved for $14.95. When they came back to rent the trailer, our staff member was unaware our Traffic Department had authorized a discount and rented them the trailer for the regular rate of $18.95. When the rental was completed and our staff went out and checked the trailer in with U-Scan, Mr. [redacted] okayed the final price. I rented the uhall. Mr [redacted] would have no idea what the price I rented it for was. He handed me the reciept to look at and I immediately asked for an adjustment and if they were hospitable and took care of it without being rude, unprofessional and finally swearing at me, this would only be a $4 issue. Mrs. [redacted] then got out of her car and told our employee they were overcharged $4 on the trailer. Mr. M[redacted] issued a refund for $4.28 on August 18th, which was a refund for the difference in rates. Mr. M[redacted] also mentioned he was on the phone at the time with a staff member at our U-Haul Center and felt they were trying to be as professional as possible. Those two boys were yelling at me, swearing at me and arguing with me, which is not professional. I am a customer, no one should be spoken to like that. All I asked for was a refund to be processed immediately as they just charged my card, they should be able to refund the same time. I had all the documents to prove they overcharged me. The refund should post on their next credit card statement if not already.I asked for a full refund and a chance to speak to someone about the incident. I would like your company to understand that this kind of customer service is absolutely unacceptable. I did get angry but was provoked by two cocky young men who treated me from the get-go very badly. Again, all I wanted was my refund to be processed at that time. When I asked to speak to a manager they told me they would not call him, pointed to my phone and told me "you have a phone, call him yourself". And so many more unkind remarks!! 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.Funny you should say this, I commented over and over again on face book and every single time they wrote back that they would have someone call me. I have gotten NO calls EVER!! You sure don't prove your customers are very important. At this point, I want it on record that this complaint was never addressed by Uhall! It was only about $4 for the time I was in the store. It escalated into a very bad customer experience. One I don't think any customer should have. And another thing, don't make promises you never intend to keep! Thank you,[redacted] Sincerely,Maria P[redacted]Executive AssistantU-Haul International
November 10, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Rich C[redacted], our President for our Tidewater Regional Office, followed up on the information Mr. [redacted] provided with our CSR at our U-Haul Moving and Storage at Downtown...
location. He has also been in contact with Mr. [redacted] by phone and recently received an email from him offering to settle the damage for $250. Although our CSR relayed the damage was not there when Mr. [redacted] rented the truck, Mr. C[redacted] is willing to work with both our store and Mr. [redacted] on a resolution and is waiting to hear back from our CSR. He will then be back in touch with Mr. [redacted] if not already. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
March 2, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Albert J[redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted] Based...
off of the details provided, we do not see any information in our system that would prevent you from doing business with U-Haul. If any additional information is available from a recently denied rental, please provide us with as much information as possible. Also, if you are denied a rental in the future, please call us a[redacted] while you're at the location so we can investigate this further. Thank you Albert J[redacted] U-Haul customer service senior agent phone [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 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 feel they are stalling this decision.
Regards,
[redacted]
November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the recent comments from Ms. [redacted]. She reiterated to our office that [redacted] settled the claim already. If Ms. [redacted] wishes to pursue any further, she would need to contact her adjuster or a manager for [redacted] Insurance 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 AssistantU-Haul International
October 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Ashley M**, our Executive Assistant for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent an email to Mr. [redacted] to...
personally address his concerns and with an offer to make a refund. She hopes to hear back soon to reach a resolution.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
March 1, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Ryan C[redacted], our GM for our U-Haul Moving and Storage of Hamilton, reviewed Ms. [redacted]’ recent comments and sent her another email in response: [redacted], Sorry about the issues your having with login in to the system. I am putting a vip on your account for the 15 dollars. Would you like to go on autopay to help with this issue? You can also call in and pay at no charge. Thanks, Ryan C[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
August 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Area Field Manager for our North Central New York Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke with Ms. [redacted] and...
advised her of a refund for $350 as an adjustment on her rental. The refund was issued back to her [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 4, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Hope C[redacted], our Traffic Manager for our Lower Hudson Valley Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good...
Afternoon Mr. [redacted] - We do apologize for the inconvenience you experienced. When making a reservation, the pick up location is preferred, where as the equipment guaranteed. We apologize this was not communicated to you. We have issued you the $20 credit you have requested to your card on file. Should you have any other concerns, please reach out to us via email or telephone at [redacted] or [redacted]. Thank you and have a good day. 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
November 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Shawn S[redacted], our Field Manager for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided. He informed our office...
a refund for $202.84 has been issued to Mr. [redacted] as requested. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
August 1, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Alicia S[redacted], our Executive Assistant for our West Houston Regional office, reviewed Mr. [redacted]’s recent comments. She informed our office Mr. [redacted] signed the settlement offered and in turn a refund for $1300 was issued to him.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 Tell us why here...
August 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our GM for our U-Haul location involved...
offered his apology to Mr. [redacted] for the inconvenience him and his family experienced. He also explained he issued him a refund for the $50 Reservation Guarantee Fee 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 AssistantU-Haul International
February 23, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Patrick W[redacted], our GM for our U-Haul Moving and Storage at Citrus Park, followed up on the information Ms. [redacted] provided. He informed our office he left a...
message for Ms. [redacted] requesting a call back. He mentioned credits were issued on November 6, 2016 and her concerns were resolved on that date as well. He looks forward to speaking to her if not already. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
March 12, 2018 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Ricardo H[redacted]z, our GM for our U-Haul Moving and Storage of Inglewood, reviewed Ms. [redacted]’s recent comments. He informed our office, in addition to the $100 VIP Certificate issued to Ms. [redacted], he also issued her a refund for $121.10 back to her Visa account as an adjustment on her move. The refund should post on her next credit card statement. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
August 28, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted].Shirley J[redacted], our Executive Assistant for our South Eastern Wisconsin Regional Office, followed up on the information Mr. [redacted] provided. Please refer back to the information I provided in my original response to your office. The truck was sold "as is" and Mr. [redacted] was given a $3000 discount to help with repairs when and if needed down the road. Mr. [redacted] test drove the truck before he purchased it. As with anything mechanical, when a problem arises, it will be when in use. Our decision in the matter remains the same.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
December 5, 2015
Revdex.com ID#: [redacted],[redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Ms. [redacted] recent comments to our office.
[redacted], our Storage Manager for our Manhattan Bronx Regional Office, reviewed Ms. [redacted] recent comments and informed our office another email was sent to Ms. [redacted] requesting she call back at ###-###-#### to discuss the offer of free online U-Haul account management. Ms. [redacted] mentioned that because Ms. [redacted] has a PO Box for a mailing address, it’s possible she is receiving her mail late. She is currently awaiting a return call if not already.
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
October 24, 2014
Revdex.com ID# 10271701
U-Haul Ref#: 700350
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Iowa Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made her reservation on September 8,...
2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.
[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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. Mr. [redacted] also confirmed there were no double charges for the rental 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,
[redacted]
Executive Assistant
U-Haul International
November 4, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted]. Tyeva R[redacted], our GM for our U-Haul Moving and Storage at Airline Blvd, reviewed the recent comments from Ms. Clemons’ mother, [redacted]. Ms. R[redacted] informed our office she has talked to Ms. [redacted] on more than one occasion and Ms. [redacted] understands the charges on the rental contract are correct. Please be advised our decision in the matter remains the same. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
I stated that I do not accept the certificate in my original complaint . I will NEVER pursue business with this company so there is no need for a credit , this is taking advantage of a consumer and I will not allow this to happen . I will reach out to the news and a lawyer if I am forced to . I need my FULL REFUND . I would like the matter escalated to someone who is really willing to fix the situation that this company created .
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 did inform the representative who spoke with me that I would call her back in a few days, but in the meantime I have been credited back the $150 without my consent. Had this resolution been offered back in August at the time of my complaint to the business, I would have been satisfied - however the five-month lag time has been extraordinarily frustrating. Because the full charge was for $788, and because I have made dutiful efforts to reach UHaul and resolve this with them directly, I respectfully request at least a $300 refund of the charges from UHaul.
Regards,
[redacted] [redacted]
My rebuttal is in RED: Ryan M[redacted], our GM for our U-Haul at Spruce Hills, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] on more than one occasion. Ryan M[redacted] spoke to me once after the incident and only told me he would call me back on the day of the incident. He explained Mr. [redacted] initially advised our staff his Ford Explorer was a 2008, which was not a good hook-up. Mr. [redacted] NEVER told anyone our vehicle was a 2008. He knows the year of our vehicle. He was told the moment he got there they would not help him because they don't rent uhalls to ANY Explorers. They never even spoke about the year of the vehicle. The lady on the 800 customer service told us they never opened the order at all! Mr. [redacted] came back in the following day and stated he had just bought the vehicle and it was in fact a 2013 Ford Explorer, which is a good hook-up. Mr [redacted] came back an hour later, not the next day. I spoke to customer service adn they told us it was taken care of and to go back and pick up the uhall. The previous contract that was cancelled the day before had a 5x8 trailer reserved for $14.95. When they came back to rent the trailer, our staff member was unaware our Traffic Department had authorized a discount and rented them the trailer for the regular rate of $18.95. When the rental was completed and our staff went out and checked the trailer in with U-Scan, Mr. [redacted] okayed the final price. I rented the uhall. Mr [redacted] would have no idea what the price I rented it for was. He handed me the reciept to look at and I immediately asked for an adjustment and if they were hospitable and took care of it without being rude, unprofessional and finally swearing at me, this would only be a $4 issue. Mrs. [redacted] then got out of her car and told our employee they were overcharged $4 on the trailer. Mr. M[redacted] issued a refund for $4.28 on August 18th, which was a refund for the difference in rates. Mr. M[redacted] also mentioned he was on the phone at the time with a staff member at our U-Haul Center and felt they were trying to be as professional as possible. Those two boys were yelling at me, swearing at me and arguing with me, which is not professional. I am a customer, no one should be spoken to like that. All I asked for was a refund to be processed immediately as they just charged my card, they should be able to refund the same time. I had all the documents to prove they overcharged me. The refund should post on their next credit card statement if not already.I asked for a full refund and a chance to speak to someone about the incident. I would like your company to understand that this kind of customer service is absolutely unacceptable. I did get angry but was provoked by two cocky young men who treated me from the get-go very badly. Again, all I wanted was my refund to be processed at that time. When I asked to speak to a manager they told me they would not call him, pointed to my phone and told me "you have a phone, call him yourself". And so many more unkind remarks!! 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.Funny you should say this, I commented over and over again on face book and every single time they wrote back that they would have someone call me. I have gotten NO calls EVER!! You sure don't prove your customers are very important. At this point, I want it on record that this complaint was never addressed by Uhall! It was only about $4 for the time I was in the store. It escalated into a very bad customer experience. One I don't think any customer should have. And another thing, don't make promises you never intend to keep! Thank you,[redacted] Sincerely,Maria P[redacted]Executive AssistantU-Haul International
November 10, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Rich C[redacted], our President for our Tidewater Regional Office, followed up on the information Mr. [redacted] provided with our CSR at our U-Haul Moving and Storage at Downtown...
location. He has also been in contact with Mr. [redacted] by phone and recently received an email from him offering to settle the damage for $250. Although our CSR relayed the damage was not there when Mr. [redacted] rented the truck, Mr. C[redacted] is willing to work with both our store and Mr. [redacted] on a resolution and is waiting to hear back from our CSR. He will then be back in touch with Mr. [redacted] if not already. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
March 2, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Albert J[redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted] Based...
off of the details provided, we do not see any information in our system that would prevent you from doing business with U-Haul. If any additional information is available from a recently denied rental, please provide us with as much information as possible. Also, if you are denied a rental in the future, please call us a[redacted] while you're at the location so we can investigate this further. Thank you Albert J[redacted] U-Haul customer service senior agent phone [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 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 feel they are stalling this decision.
Regards,
[redacted]
November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the recent comments from Ms. [redacted]. She reiterated to our office that [redacted] settled the claim already. If Ms. [redacted] wishes to pursue any further, she would need to contact her adjuster or a manager for [redacted] Insurance 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 AssistantU-Haul International
October 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Ashley M**, our Executive Assistant for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent an email to Mr. [redacted] to...
personally address his concerns and with an offer to make a refund. She hopes to hear back soon to reach a resolution.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
March 1, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Ryan C[redacted], our GM for our U-Haul Moving and Storage of Hamilton, reviewed Ms. [redacted]’ recent comments and sent her another email in response: [redacted], Sorry about the issues your having with login in to the system. I am putting a vip on your account for the 15 dollars. Would you like to go on autopay to help with this issue? You can also call in and pay at no charge. Thanks, Ryan C[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
August 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Area Field Manager for our North Central New York Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke with Ms. [redacted] and...
advised her of a refund for $350 as an adjustment on her rental. The refund was issued back to her [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 4, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Hope C[redacted], our Traffic Manager for our Lower Hudson Valley Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good...
Afternoon Mr. [redacted] - We do apologize for the inconvenience you experienced. When making a reservation, the pick up location is preferred, where as the equipment guaranteed. We apologize this was not communicated to you. We have issued you the $20 credit you have requested to your card on file. Should you have any other concerns, please reach out to us via email or telephone at [redacted] or [redacted]. Thank you and have a good day. 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
November 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Shawn S[redacted], our Field Manager for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided. He informed our office...
a refund for $202.84 has been issued to Mr. [redacted] as requested. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
August 1, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Alicia S[redacted], our Executive Assistant for our West Houston Regional office, reviewed Mr. [redacted]’s recent comments. She informed our office Mr. [redacted] signed the settlement offered and in turn a refund for $1300 was issued to him.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 Tell us why here...
August 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our GM for our U-Haul location involved...
offered his apology to Mr. [redacted] for the inconvenience him and his family experienced. He also explained he issued him a refund for the $50 Reservation Guarantee Fee 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 AssistantU-Haul International
February 23, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Patrick W[redacted], our GM for our U-Haul Moving and Storage at Citrus Park, followed up on the information Ms. [redacted] provided. He informed our office he left a...
message for Ms. [redacted] requesting a call back. He mentioned credits were issued on November 6, 2016 and her concerns were resolved on that date as well. He looks forward to speaking to her if not already. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
March 12, 2018 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Ricardo H[redacted]z, our GM for our U-Haul Moving and Storage of Inglewood, reviewed Ms. [redacted]’s recent comments. He informed our office, in addition to the $100 VIP Certificate issued to Ms. [redacted], he also issued her a refund for $121.10 back to her Visa account as an adjustment on her move. The refund should post on her next credit card statement. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
August 28, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted].Shirley J[redacted], our Executive Assistant for our South Eastern Wisconsin Regional Office, followed up on the information Mr. [redacted] provided. Please refer back to the information I provided in my original response to your office. The truck was sold "as is" and Mr. [redacted] was given a $3000 discount to help with repairs when and if needed down the road. Mr. [redacted] test drove the truck before he purchased it. As with anything mechanical, when a problem arises, it will be when in use. Our decision in the matter remains the same.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...