November 4, Revdex.com ID#: U-Haul Ref#: Thank you for your concern for our customer Mr [redacted] Amanda C***, our Traffic Manager for our North Alabama Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: Good morning Mr [redacted] , I received your concern from our customer service department and reviewed your accountI want to start by thanking you for being a patron of our business since I reviewed your concern and then went through your payment history for the last several yearsThe only late fee that I am seeing was charged on the October paymentAll of payments were made on the fourth of the every month with no additional feesIn your letter to the Revdex.com, you were disputing a $late fee charge, however, when reviewing your credit card history, you were only charged a $late fee due to paying days late, as is policy per your rental contractOur autopay program is designed to automatically charge your payment on your due date and post an automatic note if the card on file is declinedThe only notes were also from Oct I do apologize for any inconvenience this has caused you, however, I'm not showing evidence that this is a recurring incident as your Revdex.com claim statesIf for some reason our files are incorrect and your bank statement shows otherwise, please send that to me as soon as possible so that I can correct those charges Amanda C [redacted] U-Haul MCO Traffic Control Manager Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International
The issue is no longer whether or not it was returned to the correct location or notNothing I signed states that I give/gave UHAUL the permission to take $from my card! The signed contract A- does not mention what the "One Way" rate isB- Does not state what twice the "one way" rate isC- 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 contractThe contract advises what the charges are in word format only, there are no dollar amounts listed other than the hold for $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 permissionThe 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 chargeHow 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, etcAgain, 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 $Please show me where I authorized this amountPlease show me where I signed gives the one way ratePlease show me where twice the one way rate is listedPerhaps the company needs to rewrite there contract with specific amounts AND authorization of these amounts
March 17, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] ***, our GM for our U-Haul of [redacted] location, followed up on the information Mr [redacted] provided and sent him an email advising him of a refund she issued for the full amount of his rentalShe included her telephone number if he had other concerns and wished to speak to herThe refund should post on his next [redacted] credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive Assistant
Thank you for your continued concern for our customer Mr [redacted] [redacted] , Senior Staff for our [redacted] Regional Office, reviewed Mr [redacted] ’s recent commentsShe informed our office she has been corresponding with Mr [redacted] by emailShe adjusted the balance due down to $and had the Promissory Note deleted.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International
March 12, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] Amanda K***, our President for our Metro DC Regional Office, reviewed Ms [redacted] ’ recent commentsShe informed our office they have tried to work with Ms [redacted] to accommodate her moving needsMsKirsch reiterated, we offered to waive one month of storage or provide moving help, which are both licensed and insured, free of charge to move her out of storageMs [redacted] declined, however, these are our only offers still on the tableWe will not pay for an outside moving company and she will not tell us where she needs her items moved, nor will we reimburse her for two years of storage feesWe continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another responseSincerely,Maria P [redacted] Executive AssistantU-Haul International
July 14, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] [redacted] , our President for our Illinois Regional Office, reviewed Ms [redacted] ’s recent comments and made two separate attempts to reach her by phone but was unsuccessfulTherefore, he sent her the following email: ***, I want to thank you for taking the time to share your recent experience at our U-Haul locationYour feedback is very important to us as it allows us to better understand how we can improve our service to you.?? I am sorry for the unsatisfactory experience during your recent movePlease be assured that we want to provide you with an exceptional experience every time you move with usFrom your feedback, it is clear we did not meet your expectationsAgain, I am truly sorry we disappointed you.?I want you to know that I have already taken action on your feedbackAfter reading your experience, I immediately shared the information you brought to our attention with the local U-Haul our staffAdditionally, this information is reviewed with our store as part of our ongoing commitment to improving your moving experienceWe appreciate your businessMoreover, I left a message on your voicemail to personally speak to you regarding your experiencePlease contact me at your convenience [redacted] Marketing Company President ###-###-#### We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response Sincerely, [redacted] Executive Assistant U-Haul International
March 4, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr*** Please be assured the information Mr [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as neededWe want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulWe always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr*** We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryI hope Mr [redacted] will allow U-Haul to redeem itself in the futureThank you for bringing this matter to our attention and allowing us to offer another 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***
January 29, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] ***Godfrey W [redacted] our Area Field Manager for our Tidewater Regional Office, followed up on the information provided and sent the following email in response:Ms ***, sorry but you were charged the difference in rate at the time when you dropped off the trailer in King GeorgeThe location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to changeWhat you were changed at the time was the differenceThanks Godfrey Waswa U-Haul Co.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P [redacted] Executive AssistantU-Haul International
April 24, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Michael M***, our Area Field Manager for our Tidewater Regional Office, followed up on the information Ms [redacted] provided He informed our office he discussed the information with our GM of our U-Haul Center involved and then contacted Ms [redacted] MrM [redacted] was able to reach an amicable resolution with Ms [redacted] A refund was issued for the $Reservation Guarantee Fee, which covers the amount paid for her $rental and an additional $in the form of a check MrM [redacted] also offered his apology for the inconvenience Ms [redacted] experienced Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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
[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 as long as the VIP certificate is received and valid Regards, [redacted]
February 15, Complaint id [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Johnathan M [redacted] , Marketing Company President of UHC of San Antonio West let us know that he did investigate the claim that had been made regarding towing equipment Mr [redacted] came into our neighborhood dealer and spoke to Angel regarding equipment optionsMr [redacted] was given information at that time regarding both our Tow Dolly and our Auto-TransportBoth options were explained to him and did included that the driveshaft would need to be disconnected and why it had to be removed prior to transport when using the Tow Dolly Mr [redacted] receipt also stated the driveshaft needed to be disconnected before towing Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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
Richard C***, our President for our Gainesville Regional Office, reviewed Mr [redacted] 's information After discussing the pictures with our GM, they concluded that was not the work they performed on Mr [redacted] 's vehicle and the fact it was not brought to our attention until many months later MrC [redacted] relayed that he will not approve the claim and will not continue to revisit it again.Thank you for your continued support.Maria P [redacted] U-Haul International
February 13, Complaint ID: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Tommy C***, the Marketing Company Executive Assistant of UHC of Central Ontario, followed up on the information Mr [redacted] providedMrC*** apologized for the inconvenienceHe informed our office it has been explained to Mr [redacted] that all additional charges for damage to the overhead portion of the truck were waived once verification was madeTotal amount of $were waived under Customer account [redacted] , invoice # [redacted] Customer account number [redacted] under invoice # [redacted] in amount of $for tax under damages were also waivedBoth accounts show a zero balance to dateA letter was requested by Mr [redacted] stating all charges were waivedThis letter was drafted and sent by MrC [redacted] via regular mail per Mr [redacted] ’s requestOur customers are very important to us and we regret to hear of situations that cause problems for themThank 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
Ms C***, The "autopay" program never attempted to charge my card yet I was assessed a late fee....this is occurring on a large scale basis to many customers and must stop Are you going to cooperate? [redacted] ###-###-####
Revdex.com I thank the Agency for investigating our concernsIn regards to the responses filed by the U-Haul Corporation, I have the following concerns: At no time did we receive any form of written correspondence or phone call stating our appointment time had changedWe have proof, via home and cell phone call logs, e-mail that this was attempted, does U-Haul?; At no time did I curse at anyoneI have two witnesses to that effectThe Manager of the store hung up on meHe was blaming the assistant manager for rescheduling the appointment and not himselfI did explain this to the assistant, and he denied itI ask that U-Haul provide assertions that I swore at them via means other than their words since I can; In terms of our written contract and appointment timeSince they could not provide any documentation that they had contacted us to reverse their WRITTEN confirmation of the appointment, it should have been honored, not CANCELLEDWe had personally verified this appointment with the manager two days before the scheduled appointment per my original complaintThis was not addressed in the “investigation” by U-Haul officials; At no time did U-Haul officials contact me during their investigation of the incidentIs an “investigation” thorough if the complaining parties’ viewpoints are not taken into consideration?; I have filed a complaint with the Missouri Attorney General’s Office for further investigationIt is hoped they will have more legal recourses to address this situation, prompting a more thorough response from the U-Haul corporation; Thank you for allowing some leeway in responding to these concerns since we just returned from vacation on 5-24-16; We have documentation for installation costs and for the hitch installed if needed
This is totally & inaccurate! This truck was returned in better condition than when received! They created some receipt with the wrong date on it then crossed it out & wrote another date which was also wrong! Look at the photo They lied & said it was inspected on the night of drop off which is impossible They inspected it days after we dropped it off after being told by an employee that everything was fine when we called to verify They said if there was an issue, they would call us back I was skeptical to drop it off after hours, but the employee said it wouldn't be a problem Needless to say, they tried to charge us for someone else's so called scratch on the truck They are scamming us here & it's their word against ours It's a way to make money from customers for their own negligence Any one of their employees or the next person that rented the truck, obviously did that damage & they of course, are not admitting it I was warned about U-Hauls scams, but went ahead & rented a truck anyways I'll just stick to Penske...they are as honest as can be Other consumers need to be aware of this They refuse to own up to it, so I'll leave it up to my credit card company to reimburse me, being that they are not a reliable company to deal with When I emailed Tom with my facts, he failed to reply He had nothing to say in response, as I am correct here with this matter Horrible management, totally igonred my proof against theirs
At approximately 10:54am on 2/27/the customer's reservation was downloaded to my location (see attached reservation document) His reservation was for hours, picking up at 12:00pm on 2/27/and dropping off at 12:00am 2/28/(see attached reservation document) We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified) When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page) The customer is correct about the time that he brought the truck backfor some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available As far as I'm concerned he can have all his money back He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul)We have contacted our U-Haul Area Field Manager who has the power to refund his money It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here) He also did not refuel the truck and was charged per gallon for the fuel that he used, as stated would happen on the contract The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract)
December 8, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, a Customer Service Representative, followed up on the information Ms [redacted] providedShe contacted Ms [redacted] and left a message on her voicemail explaining the transaction with authorization number [redacted] will not be processed and if she does not find the funds returned to her account soon, to please contact her bank and provide them with the authorization number Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
October 23, Revdex.com ID#: [redacted] U-H**l Ref#: [redacted] Thank you for your concern for our customer [redacted] John L**, a Senior Customer Service Agent, followed up on the information [redacted] provided and sent the following email in response: Hi this is John L [redacted] with U-Haul customer serviceI am reaching out to you about the Revdex.com letter you sent disputing the toll charges that we charged your card forWe are going to stick with the fact that the toll citations line up on the dates and time you have the equipment in your possessionWe are going to take the stance that we feel the rate you paid for the rental and the toll charges remain in placeI am very sorry for the trouble this caused youI hope you will consider using us again in the futureThank you Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-H**l International
November 4, Revdex.com ID#: U-Haul Ref#: Thank you for your concern for our customer Mr [redacted] Amanda C***, our Traffic Manager for our North Alabama Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: Good morning Mr [redacted] , I received your concern from our customer service department and reviewed your accountI want to start by thanking you for being a patron of our business since I reviewed your concern and then went through your payment history for the last several yearsThe only late fee that I am seeing was charged on the October paymentAll of payments were made on the fourth of the every month with no additional feesIn your letter to the Revdex.com, you were disputing a $late fee charge, however, when reviewing your credit card history, you were only charged a $late fee due to paying days late, as is policy per your rental contractOur autopay program is designed to automatically charge your payment on your due date and post an automatic note if the card on file is declinedThe only notes were also from Oct I do apologize for any inconvenience this has caused you, however, I'm not showing evidence that this is a recurring incident as your Revdex.com claim statesIf for some reason our files are incorrect and your bank statement shows otherwise, please send that to me as soon as possible so that I can correct those charges Amanda C [redacted] U-Haul MCO Traffic Control Manager Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International
The issue is no longer whether or not it was returned to the correct location or notNothing I signed states that I give/gave UHAUL the permission to take $from my card! The signed contract A- does not mention what the "One Way" rate isB- Does not state what twice the "one way" rate isC- 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 contractThe contract advises what the charges are in word format only, there are no dollar amounts listed other than the hold for $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 permissionThe 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 chargeHow 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, etcAgain, 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 $Please show me where I authorized this amountPlease show me where I signed gives the one way ratePlease show me where twice the one way rate is listedPerhaps the company needs to rewrite there contract with specific amounts AND authorization of these amounts
March 17, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] ***, our GM for our U-Haul of [redacted] location, followed up on the information Mr [redacted] provided and sent him an email advising him of a refund she issued for the full amount of his rentalShe included her telephone number if he had other concerns and wished to speak to herThe refund should post on his next [redacted] credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive Assistant
Thank you for your continued concern for our customer Mr [redacted] [redacted] , Senior Staff for our [redacted] Regional Office, reviewed Mr [redacted] ’s recent commentsShe informed our office she has been corresponding with Mr [redacted] by emailShe adjusted the balance due down to $and had the Promissory Note deleted.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International
March 12, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] Amanda K***, our President for our Metro DC Regional Office, reviewed Ms [redacted] ’ recent commentsShe informed our office they have tried to work with Ms [redacted] to accommodate her moving needsMsKirsch reiterated, we offered to waive one month of storage or provide moving help, which are both licensed and insured, free of charge to move her out of storageMs [redacted] declined, however, these are our only offers still on the tableWe will not pay for an outside moving company and she will not tell us where she needs her items moved, nor will we reimburse her for two years of storage feesWe continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another responseSincerely,Maria P [redacted] Executive AssistantU-Haul International
July 14, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] [redacted] , our President for our Illinois Regional Office, reviewed Ms [redacted] ’s recent comments and made two separate attempts to reach her by phone but was unsuccessfulTherefore, he sent her the following email: ***, I want to thank you for taking the time to share your recent experience at our U-Haul locationYour feedback is very important to us as it allows us to better understand how we can improve our service to you.?? I am sorry for the unsatisfactory experience during your recent movePlease be assured that we want to provide you with an exceptional experience every time you move with usFrom your feedback, it is clear we did not meet your expectationsAgain, I am truly sorry we disappointed you.?I want you to know that I have already taken action on your feedbackAfter reading your experience, I immediately shared the information you brought to our attention with the local U-Haul our staffAdditionally, this information is reviewed with our store as part of our ongoing commitment to improving your moving experienceWe appreciate your businessMoreover, I left a message on your voicemail to personally speak to you regarding your experiencePlease contact me at your convenience [redacted] Marketing Company President ###-###-#### We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response Sincerely, [redacted] Executive Assistant U-Haul International
March 4, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr*** Please be assured the information Mr [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as neededWe want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulWe always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr*** We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryI hope Mr [redacted] will allow U-Haul to redeem itself in the futureThank you for bringing this matter to our attention and allowing us to offer another 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***
January 29, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] ***Godfrey W [redacted] our Area Field Manager for our Tidewater Regional Office, followed up on the information provided and sent the following email in response:Ms ***, sorry but you were charged the difference in rate at the time when you dropped off the trailer in King GeorgeThe location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to changeWhat you were changed at the time was the differenceThanks Godfrey Waswa U-Haul Co.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P [redacted] Executive AssistantU-Haul International
April 24, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Michael M***, our Area Field Manager for our Tidewater Regional Office, followed up on the information Ms [redacted] provided He informed our office he discussed the information with our GM of our U-Haul Center involved and then contacted Ms [redacted] MrM [redacted] was able to reach an amicable resolution with Ms [redacted] A refund was issued for the $Reservation Guarantee Fee, which covers the amount paid for her $rental and an additional $in the form of a check MrM [redacted] also offered his apology for the inconvenience Ms [redacted] experienced Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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
[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 as long as the VIP certificate is received and valid Regards, [redacted]
February 15, Complaint id [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Johnathan M [redacted] , Marketing Company President of UHC of San Antonio West let us know that he did investigate the claim that had been made regarding towing equipment Mr [redacted] came into our neighborhood dealer and spoke to Angel regarding equipment optionsMr [redacted] was given information at that time regarding both our Tow Dolly and our Auto-TransportBoth options were explained to him and did included that the driveshaft would need to be disconnected and why it had to be removed prior to transport when using the Tow Dolly Mr [redacted] receipt also stated the driveshaft needed to be disconnected before towing Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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
Richard C***, our President for our Gainesville Regional Office, reviewed Mr [redacted] 's information After discussing the pictures with our GM, they concluded that was not the work they performed on Mr [redacted] 's vehicle and the fact it was not brought to our attention until many months later MrC [redacted] relayed that he will not approve the claim and will not continue to revisit it again.Thank you for your continued support.Maria P [redacted] U-Haul International
February 13, Complaint ID: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Tommy C***, the Marketing Company Executive Assistant of UHC of Central Ontario, followed up on the information Mr [redacted] providedMrC*** apologized for the inconvenienceHe informed our office it has been explained to Mr [redacted] that all additional charges for damage to the overhead portion of the truck were waived once verification was madeTotal amount of $were waived under Customer account [redacted] , invoice # [redacted] Customer account number [redacted] under invoice # [redacted] in amount of $for tax under damages were also waivedBoth accounts show a zero balance to dateA letter was requested by Mr [redacted] stating all charges were waivedThis letter was drafted and sent by MrC [redacted] via regular mail per Mr [redacted] ’s requestOur customers are very important to us and we regret to hear of situations that cause problems for themThank 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
Ms C***, The "autopay" program never attempted to charge my card yet I was assessed a late fee....this is occurring on a large scale basis to many customers and must stop Are you going to cooperate? [redacted] ###-###-####
Revdex.com I thank the Agency for investigating our concernsIn regards to the responses filed by the U-Haul Corporation, I have the following concerns: At no time did we receive any form of written correspondence or phone call stating our appointment time had changedWe have proof, via home and cell phone call logs, e-mail that this was attempted, does U-Haul?; At no time did I curse at anyoneI have two witnesses to that effectThe Manager of the store hung up on meHe was blaming the assistant manager for rescheduling the appointment and not himselfI did explain this to the assistant, and he denied itI ask that U-Haul provide assertions that I swore at them via means other than their words since I can; In terms of our written contract and appointment timeSince they could not provide any documentation that they had contacted us to reverse their WRITTEN confirmation of the appointment, it should have been honored, not CANCELLEDWe had personally verified this appointment with the manager two days before the scheduled appointment per my original complaintThis was not addressed in the “investigation” by U-Haul officials; At no time did U-Haul officials contact me during their investigation of the incidentIs an “investigation” thorough if the complaining parties’ viewpoints are not taken into consideration?; I have filed a complaint with the Missouri Attorney General’s Office for further investigationIt is hoped they will have more legal recourses to address this situation, prompting a more thorough response from the U-Haul corporation; Thank you for allowing some leeway in responding to these concerns since we just returned from vacation on 5-24-16; We have documentation for installation costs and for the hitch installed if needed
This is totally & inaccurate! This truck was returned in better condition than when received! They created some receipt with the wrong date on it then crossed it out & wrote another date which was also wrong! Look at the photo They lied & said it was inspected on the night of drop off which is impossible They inspected it days after we dropped it off after being told by an employee that everything was fine when we called to verify They said if there was an issue, they would call us back I was skeptical to drop it off after hours, but the employee said it wouldn't be a problem Needless to say, they tried to charge us for someone else's so called scratch on the truck They are scamming us here & it's their word against ours It's a way to make money from customers for their own negligence Any one of their employees or the next person that rented the truck, obviously did that damage & they of course, are not admitting it I was warned about U-Hauls scams, but went ahead & rented a truck anyways I'll just stick to Penske...they are as honest as can be Other consumers need to be aware of this They refuse to own up to it, so I'll leave it up to my credit card company to reimburse me, being that they are not a reliable company to deal with When I emailed Tom with my facts, he failed to reply He had nothing to say in response, as I am correct here with this matter Horrible management, totally igonred my proof against theirs
At approximately 10:54am on 2/27/the customer's reservation was downloaded to my location (see attached reservation document) His reservation was for hours, picking up at 12:00pm on 2/27/and dropping off at 12:00am 2/28/(see attached reservation document) We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified) When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page) The customer is correct about the time that he brought the truck backfor some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available As far as I'm concerned he can have all his money back He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul)We have contacted our U-Haul Area Field Manager who has the power to refund his money It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here) He also did not refuel the truck and was charged per gallon for the fuel that he used, as stated would happen on the contract The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract)
December 8, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, a Customer Service Representative, followed up on the information Ms [redacted] providedShe contacted Ms [redacted] and left a message on her voicemail explaining the transaction with authorization number [redacted] will not be processed and if she does not find the funds returned to her account soon, to please contact her bank and provide them with the authorization number Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
October 23, Revdex.com ID#: [redacted] U-H**l Ref#: [redacted] Thank you for your concern for our customer [redacted] John L**, a Senior Customer Service Agent, followed up on the information [redacted] provided and sent the following email in response: Hi this is John L [redacted] with U-Haul customer serviceI am reaching out to you about the Revdex.com letter you sent disputing the toll charges that we charged your card forWe are going to stick with the fact that the toll citations line up on the dates and time you have the equipment in your possessionWe are going to take the stance that we feel the rate you paid for the rental and the toll charges remain in placeI am very sorry for the trouble this caused youI hope you will consider using us again in the futureThank you Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-H**l International