I had called in to put off shipment of my boxes as I could not afford the shipment. I was told by the customer service represenitive it was taken care of. I had done this once before and it was done correctly. I had called in immediately after receiving email that my boxes had shipped to find out why I was getting that email. The representative assured me he would cancel the payment scheduled as it was shipped in error. I could not afford the shipment and emptied my account in case the representative was not good on his word... again. U haul did try and charge my account after assuring me they would not. If my boxes were still in California where I would still have them as I still can not afford shipment I would have access to them as I am good on payment with the services I authorized, storage. My mom would be able to send me the things my kids need for winter etc. to get us by. I am being treated as a peasant just because I can not afford the shipment payment I did not authorize and did my part to prevent. U Haul is bad on their business in this situation and not making it right. I have no access to my things and I should. Jan said if there were documentation of my calling that things would be different. They had a glitch in their system wiping out all calls before August. I requested call recordings and received none prior to August. U Haul lost call records and failed to document calls. I have over 40 calls in to U Haul and received three from UHAul one from a driver one from an office rep in Sacramento and one voicemail from Jeff the field manager. They promise a resolution within 72 hours I did not get a response for two months in which I had to seek out. I offered payments on the 2472 if they allow access to my things as this is meeting half way and they refused. I asked for my things to be shipped back to California and they refused. They want full payment on an unauthorized shipment and are holding my things from me unrightfully.
As was fully stated in my complaint, there is no longer anything left to store, because of U-haul Lombardy Richmond, VA's actions. Likewise, Joey left his message where it has not appeared on any of my phone voice mails, so perhaps it's best if I give it here again. My phone number, listed on any/all transactions with any/all U-Haul in the last 10 years is [redacted], please leave any voice mail messages there so I can receive themand accept or not.
May 1, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Russ B[redacted], the Program Manager from Moving Help, followed up on the information Ms. [redacted] provided and sent her the following email in response:I received a letter in which you have requested...
a refund for services that you state were canceled directly with a moving helper back on October 16, 2015. These services were not canceled with Moving Help and it is evident that the moving helper was able to obtain the payment code in order to receive payment for the services. You have stated that the moving helper stole the payment code as well as $125.00 cash from an envelope on your kitchen counter. Unfortunately, movinghelp.com is unable to act on your behalf that the funds were released to the moving helper. We have not retained the funds and therefore cannot issue a refund. It is always important to cancel an order if you no longer need services as well as to protect yourself from the possibility of theft by securing your personal items. Furthermore, being that Moving Help cannot verify that the cash and payment code were stolen, we are legally unable to assist with obtaining said funds from the moving helper. You have the right to pursue this former moving helper directly/legally and I suggest that you do that. If this individual labor provider stole over $340.00 for you, you certainly have the right to get that money back. Below is all of the contact information that Moving Help has on this labor provider. Please let me know if you have any further questions and I am terribly sorry for this confusion and headache. John [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 AssistantU-Haul International
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 [redacted], sorry but you...
were charged the difference in rate at the time when you dropped off the trailer in King George. The location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to change. What you were changed at the time was the difference. Thanks Godfrey Waswa U-Haul Co.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 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She relayed to our office that Ms....
[redacted] came into our [redacted] U-Haul location on March 13, 2015 without a reservation and requested a 26-foot truck for her move. In order to fill her request, she was advised that the truck would need to be returned for a another families move that had a previous reservation for 7:00 am the next morning. Ms. [redacted] singed the contract agreeing to these terms. The next morning when the truck had not been returned, our Traffic Department contacted Ms. [redacted] to see when she would be returning the truck. She was told our next customer was being inconvenienced by not having the reserved truck for their move. We apologize if this came across as rude or threatening. We were merely trying to stress the only reason she was allowed to rent the truck the day before was because she agreed to have it back in time for another family that had made a reservation and was depending on us to provide them with a truck to make their move. Our records indicate Ms. [redacted] did call our Emergency Road Assistance line to report the truck was slow to start but had no issues while driving the truck. We show no further calls from the next three rentals reporting any issues with the same truck. When we made contact with the alternate contact listed on the rental agreement, we were told they were keeping the truck all day. We then relayed they would be charged an additional rental period. During that same conversation, we learned that Ms. [redacted] had actually rented the truck for a friend and she was not with the truck. Ms. [redacted] stated that all charges are valid and we followed policy when trying to get our truck returned for a reservation that was made by another family.Again, I do apologize for any experience that came across as rude. 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
I reject this response totally. The 9ft van was to be picked up at an Inglewood location which was reserved at a Los Angeles location still listed on the website. That is a U-Haul mess up, not mine. Secondly, my pickup was in Los Angeles so why would I drive to Inglewood to turn around to go back to Los Angeles for my pick up? I never insisted on picking up at a location for U-Haul that does not exist by U-Hauls response to my complaint. I insisted on picking up in Los Angeles where my belongings were. I was offered a 10 mile credit to go to Inglewood when Inglewood is more than 10 miles from the location where I picked up the 10ft truck and where the initial pick up for the 9ft van was suppose to be. U-Haul falsely advertised for a 9ft van at a location that does not rent U-Hauls! I think U-Haul should accept responsibility which they seem to have a problem doing. U-Haul made mistakes the whole step of the way including this bogus response to my complaint. My complaint stands as written period. BTW if U-Haul does not have 9ft vans for rental then they should remove them from their advertisements or put more in rotation...I would also like to point out that I never received any credit, discount, or apology for their mistakes and rip-off. Where is my credit/discount?
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Alaska Regional Office, followed up on the information Mr. [redacted] provided. Please be advised this U-Haul location is an independent businessman who rents U-Haul trucks and trailers off his lot as a...
secondary business. The purchase Mr. [redacted] made at this location is part of this dealers own business and not connected to the U-Haul Company. Mr. [redacted] spoke to Mr. [redacted] and listened to his concerns. He sent Mr. [redacted] a $20 VIP Certificate to help offset the inconvenience he experienced and relayed he would keep the information on file for this dealer. Mr. [redacted] also requested I relay to your office that the objection should be redirected to [redacted] at [redacted].
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
May 30, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our...
office she spoke to Mr. [redacted] and explained he was only charged the one-way rate and no extra fees were charged. She asked him to call back if he sees any additional fees. 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
I would appreciate a response in writing in regards to what the manager left in his voicemail message. I do not recall receiving a voicemail from Uhaul's manager and given that this situation was supposed to be resolved months ago, I would appreciate if this matter was resolved in writing so there are no issues in the future. Thank you.
First the General Manager has not tried to call me. I called Charlotte twice leaving my name, number and reason for calling. He would never be available and NEVER returned my call. He needs to call me if he needs my assistance in refunding the fee which he never should have charged to begin with. I don't live in Charlotte or North Carolina at this time and that should not be a reason why he can not contact me if needed to refund the fee. This should be possible by phone. I live way too far to make a special trip for $17. 24. He should call me. In the meantime, I will contact my bank and ask them to put the $17.24 amount in dispute until this is cleared up.[redacted]TD Bank Complaint [U-[redacted]
March 30, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual truck rental agreement.Jim M[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Ms. [redacted]...
provided and sent the following email in response:I have reviewed the letter to the Revdex.com and have spoken to the Area Manager Robert Bell who oversees the location where you returned your rental equipment. Robert informed me that the dealer did in fact mistakenly charge the additional days we do apologize for this mistake and our records reflect the credit was issued on 03/16/16 and approved on 03/18/16. Robert also did inform me that he was personally on site on the day that the truck was checked in and he was the one who cleaned the cargo area of the truck. He feels the cleaning fee was appropriate. As for the transmission issue, I cannot find any records of a call to the U-Haul Roadside Assistance number provided on the truck and Robert informed me that he could not find any mechanical issues with this truck. There is a very good possibility that the truck may have been in the “tow/haul” mode which is easily turned on/off by a button on the shift lever. Lastly in regard to your damage claim, Robert sent an email to RepWest today with your information however the direct phone information for the Pennsylvania Claims office is ###-###-####. While we do apologize for the issues that you encountered with your move, we feel that Robert did rectify the situation by refunding the $80.00 incorrect charges and we have provided you with the information you requested to process a claim for damages to your belongings. We are considering this matter resolved. Tom S[redacted], a Claims Manager for RepWest Insurance Company, sent Ms. [redacted] a letter addressing her concerns regarding the cleaning fee and damage claim. She should receive his letter in the mail soon.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]. I never had a complaint with any company in [redacted]; I believe this was forwarded to you in error. My complaints were with U-Haul in [redacted] and U-Haul in [redacted]. I suspect someone thought the AR abbreviation for [redacted] was the abbreviation for [redacted] (I find this happens fairly regularly). Anyhow, my problems have all been addressed. I consider this complaint resolved.
Regards,
[redacted]
Thank you for your concern for our customer [redacted]. Please be advised the name listed on the rental agreement is [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the...
$50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s [redacted] account ending in[redacted] on November 29, 2014. Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a supplemental refund for $124 to help offset the inconvenience she experienced as well as losing her moving help. The refund was issued back to her [redacted] account ending in[redacted] 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 Assistant
U-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 994442Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Morning! My name...
is [redacted] and I work in the Regional office here in Everett,Wa for U-Haul. I first want to apologize that your move was interrupted by scheduling errors. My team and I understand that moving is normally a very tightly scheduled event and needs to be done in a timely manner. I am able to refund your mileage charges as per your request and you will see the refund of $46.28 on your card ending in 3505 in 3-5 business days depending on your bank. In your complaint you also mentioned you were concerned when you made the reservation online the charges were not as clear as they may have been in the past when you rented. I have forwarded your file to our corporate office in Phoenix and asked that they review the site to see how we can keep our customers better informed. Please feel free to contact me with any additional questions or concerns! You can reach me by E-Mail at [redacted]@Uhaul.com or you can reach me by phone at our office between 8-5 Monday-Friday and Saturday 8-12 at [redacted] Thank You for your time, and again I'm sorry you had such an awful experience. I hope you will give us a chance to earn your business back in the future [redacted] U-Haul Regional Office Everett, Washington [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Sugarland Airport Area, followed up on the information Mr. H[redacted] provided. He informed our office the hitch installation was...
inspected and found to be correctly installed. Mr. [redacted] mentioned the noise was due to the muffler rattling against the hitch. He offered options to resolve the issue but Mr. H[redacted] declined because there would be an additional fee. 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 5, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Denise F[redacted], our Traffic Manager for our Southern Louisiana Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she...
left a message for Ms. [redacted] requesting a return call. She explained she will issue a refund for the $40 fuel expense. She was unable to find a charge for packing supplies and requested a copy of the invoice and credit card statement to verify the charge. Ms. F[redacted] also mentioned she didn’t see a rate of $128.25 for the trailer rental Ms. [redacted] states she was quoted and requested a copy of that reservation document as well. She hopes to hear back from Ms. [redacted] soon. 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 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our South Philadelphia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and...
discussed his concerns. Although we strive for 100% satisfaction when filling a reservation, there are times we may need to offer an alternate pick up location and/or a different size of equipment to fill the reservation. Notes in the reservation indicate Mr. [redacted] canceled the reservation because we could not provide the requested equipment at his preferred pick up location. Mr. [redacted] advised our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s credit card, which 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
July 16, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our Center employee closed out...
Mr. [redacted]’s contract, then reversed the contract and refunded the fuel charge. However, the contract was never closed out again. The next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second time. Another refund for the fuel has been issued and Mr. [redacted] asked that we relay his apology for the confusion.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
December 16, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Hawaii Regional Office, followed up on the information Mr. [redacted] provided. When speaking to Mr. [redacted], she was informed Mr. [redacted]...
has arranged to pick up his U-Boxes at Royal Hawaiian Movers in Kailua-Kona.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
I had called in to put off shipment of my boxes as I could not afford the shipment. I was told by the customer service represenitive it was taken care of. I had done this once before and it was done correctly. I had called in immediately after receiving email that my boxes had shipped to find out why I was getting that email. The representative assured me he would cancel the payment scheduled as it was shipped in error. I could not afford the shipment and emptied my account in case the representative was not good on his word... again. U haul did try and charge my account after assuring me they would not. If my boxes were still in California where I would still have them as I still can not afford shipment I would have access to them as I am good on payment with the services I authorized, storage. My mom would be able to send me the things my kids need for winter etc. to get us by. I am being treated as a peasant just because I can not afford the shipment payment I did not authorize and did my part to prevent. U Haul is bad on their business in this situation and not making it right. I have no access to my things and I should. Jan said if there were documentation of my calling that things would be different. They had a glitch in their system wiping out all calls before August. I requested call recordings and received none prior to August. U Haul lost call records and failed to document calls. I have over 40 calls in to U Haul and received three from UHAul one from a driver one from an office rep in Sacramento and one voicemail from Jeff the field manager. They promise a resolution within 72 hours I did not get a response for two months in which I had to seek out. I offered payments on the 2472 if they allow access to my things as this is meeting half way and they refused. I asked for my things to be shipped back to California and they refused. They want full payment on an unauthorized shipment and are holding my things from me unrightfully.
As was fully stated in my complaint, there is no longer anything left to store, because of U-haul Lombardy Richmond, VA's actions. Likewise, Joey left his message where it has not appeared on any of my phone voice mails, so perhaps it's best if I give it here again. My phone number, listed on any/all transactions with any/all U-Haul in the last 10 years is [redacted], please leave any voice mail messages there so I can receive themand accept or not.
May 1, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Russ B[redacted], the Program Manager from Moving Help, followed up on the information Ms. [redacted] provided and sent her the following email in response:I received a letter in which you have requested...
a refund for services that you state were canceled directly with a moving helper back on October 16, 2015. These services were not canceled with Moving Help and it is evident that the moving helper was able to obtain the payment code in order to receive payment for the services. You have stated that the moving helper stole the payment code as well as $125.00 cash from an envelope on your kitchen counter. Unfortunately, movinghelp.com is unable to act on your behalf that the funds were released to the moving helper. We have not retained the funds and therefore cannot issue a refund. It is always important to cancel an order if you no longer need services as well as to protect yourself from the possibility of theft by securing your personal items. Furthermore, being that Moving Help cannot verify that the cash and payment code were stolen, we are legally unable to assist with obtaining said funds from the moving helper. You have the right to pursue this former moving helper directly/legally and I suggest that you do that. If this individual labor provider stole over $340.00 for you, you certainly have the right to get that money back. Below is all of the contact information that Moving Help has on this labor provider. Please let me know if you have any further questions and I am terribly sorry for this confusion and headache. John [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 AssistantU-Haul International
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 [redacted], sorry but you...
were charged the difference in rate at the time when you dropped off the trailer in King George. The location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to change. What you were changed at the time was the difference. Thanks Godfrey Waswa U-Haul Co.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 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She relayed to our office that Ms....
[redacted] came into our [redacted] U-Haul location on March 13, 2015 without a reservation and requested a 26-foot truck for her move. In order to fill her request, she was advised that the truck would need to be returned for a another families move that had a previous reservation for 7:00 am the next morning. Ms. [redacted] singed the contract agreeing to these terms. The next morning when the truck had not been returned, our Traffic Department contacted Ms. [redacted] to see when she would be returning the truck. She was told our next customer was being inconvenienced by not having the reserved truck for their move. We apologize if this came across as rude or threatening. We were merely trying to stress the only reason she was allowed to rent the truck the day before was because she agreed to have it back in time for another family that had made a reservation and was depending on us to provide them with a truck to make their move. Our records indicate Ms. [redacted] did call our Emergency Road Assistance line to report the truck was slow to start but had no issues while driving the truck. We show no further calls from the next three rentals reporting any issues with the same truck. When we made contact with the alternate contact listed on the rental agreement, we were told they were keeping the truck all day. We then relayed they would be charged an additional rental period. During that same conversation, we learned that Ms. [redacted] had actually rented the truck for a friend and she was not with the truck. Ms. [redacted] stated that all charges are valid and we followed policy when trying to get our truck returned for a reservation that was made by another family.Again, I do apologize for any experience that came across as rude. 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
I reject this response totally. The 9ft van was to be picked up at an Inglewood location which was reserved at a Los Angeles location still listed on the website. That is a U-Haul mess up, not mine. Secondly, my pickup was in Los Angeles so why would I drive to Inglewood to turn around to go back to Los Angeles for my pick up? I never insisted on picking up at a location for U-Haul that does not exist by U-Hauls response to my complaint. I insisted on picking up in Los Angeles where my belongings were. I was offered a 10 mile credit to go to Inglewood when Inglewood is more than 10 miles from the location where I picked up the 10ft truck and where the initial pick up for the 9ft van was suppose to be. U-Haul falsely advertised for a 9ft van at a location that does not rent U-Hauls! I think U-Haul should accept responsibility which they seem to have a problem doing. U-Haul made mistakes the whole step of the way including this bogus response to my complaint. My complaint stands as written period. BTW if U-Haul does not have 9ft vans for rental then they should remove them from their advertisements or put more in rotation...I would also like to point out that I never received any credit, discount, or apology for their mistakes and rip-off. Where is my credit/discount?
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Alaska Regional Office, followed up on the information Mr. [redacted] provided. Please be advised this U-Haul location is an independent businessman who rents U-Haul trucks and trailers off his lot as a...
secondary business. The purchase Mr. [redacted] made at this location is part of this dealers own business and not connected to the U-Haul Company. Mr. [redacted] spoke to Mr. [redacted] and listened to his concerns. He sent Mr. [redacted] a $20 VIP Certificate to help offset the inconvenience he experienced and relayed he would keep the information on file for this dealer. Mr. [redacted] also requested I relay to your office that the objection should be redirected to [redacted] at [redacted].
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
May 30, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our...
office she spoke to Mr. [redacted] and explained he was only charged the one-way rate and no extra fees were charged. She asked him to call back if he sees any additional fees. 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
I would appreciate a response in writing in regards to what the manager left in his voicemail message. I do not recall receiving a voicemail from Uhaul's manager and given that this situation was supposed to be resolved months ago, I would appreciate if this matter was resolved in writing so there are no issues in the future. Thank you.
First the General Manager has not tried to call me. I called Charlotte twice leaving my name, number and reason for calling. He would never be available and NEVER returned my call. He needs to call me if he needs my assistance in refunding the fee which he never should have charged to begin with. I don't live in Charlotte or North Carolina at this time and that should not be a reason why he can not contact me if needed to refund the fee. This should be possible by phone. I live way too far to make a special trip for $17. 24. He should call me. In the meantime, I will contact my bank and ask them to put the $17.24 amount in dispute until this is cleared up.[redacted]TD Bank Complaint [U-[redacted]
March 30, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual truck rental agreement.Jim M[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Ms. [redacted]...
provided and sent the following email in response:I have reviewed the letter to the Revdex.com and have spoken to the Area Manager Robert Bell who oversees the location where you returned your rental equipment. Robert informed me that the dealer did in fact mistakenly charge the additional days we do apologize for this mistake and our records reflect the credit was issued on 03/16/16 and approved on 03/18/16. Robert also did inform me that he was personally on site on the day that the truck was checked in and he was the one who cleaned the cargo area of the truck. He feels the cleaning fee was appropriate. As for the transmission issue, I cannot find any records of a call to the U-Haul Roadside Assistance number provided on the truck and Robert informed me that he could not find any mechanical issues with this truck. There is a very good possibility that the truck may have been in the “tow/haul” mode which is easily turned on/off by a button on the shift lever. Lastly in regard to your damage claim, Robert sent an email to RepWest today with your information however the direct phone information for the Pennsylvania Claims office is ###-###-####. While we do apologize for the issues that you encountered with your move, we feel that Robert did rectify the situation by refunding the $80.00 incorrect charges and we have provided you with the information you requested to process a claim for damages to your belongings. We are considering this matter resolved. Tom S[redacted], a Claims Manager for RepWest Insurance Company, sent Ms. [redacted] a letter addressing her concerns regarding the cleaning fee and damage claim. She should receive his letter in the mail soon.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]. I never had a complaint with any company in [redacted]; I believe this was forwarded to you in error. My complaints were with U-Haul in [redacted] and U-Haul in [redacted]. I suspect someone thought the AR abbreviation for [redacted] was the abbreviation for [redacted] (I find this happens fairly regularly). Anyhow, my problems have all been addressed. I consider this complaint resolved.
Regards,
[redacted]
Thank you for your concern for our customer [redacted]. Please be advised the name listed on the rental agreement is [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the...
$50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s [redacted] account ending in[redacted] on November 29, 2014. Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a supplemental refund for $124 to help offset the inconvenience she experienced as well as losing her moving help. The refund was issued back to her [redacted] account ending in[redacted] 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 Assistant
U-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 994442Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Morning! My name...
is [redacted] and I work in the Regional office here in Everett,Wa for U-Haul. I first want to apologize that your move was interrupted by scheduling errors. My team and I understand that moving is normally a very tightly scheduled event and needs to be done in a timely manner. I am able to refund your mileage charges as per your request and you will see the refund of $46.28 on your card ending in 3505 in 3-5 business days depending on your bank. In your complaint you also mentioned you were concerned when you made the reservation online the charges were not as clear as they may have been in the past when you rented. I have forwarded your file to our corporate office in Phoenix and asked that they review the site to see how we can keep our customers better informed. Please feel free to contact me with any additional questions or concerns! You can reach me by E-Mail at [redacted]@Uhaul.com or you can reach me by phone at our office between 8-5 Monday-Friday and Saturday 8-12 at [redacted] Thank You for your time, and again I'm sorry you had such an awful experience. I hope you will give us a chance to earn your business back in the future [redacted] U-Haul Regional Office Everett, Washington [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Sugarland Airport Area, followed up on the information Mr. H[redacted] provided. He informed our office the hitch installation was...
inspected and found to be correctly installed. Mr. [redacted] mentioned the noise was due to the muffler rattling against the hitch. He offered options to resolve the issue but Mr. H[redacted] declined because there would be an additional fee. 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 5, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Denise F[redacted], our Traffic Manager for our Southern Louisiana Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she...
left a message for Ms. [redacted] requesting a return call. She explained she will issue a refund for the $40 fuel expense. She was unable to find a charge for packing supplies and requested a copy of the invoice and credit card statement to verify the charge. Ms. F[redacted] also mentioned she didn’t see a rate of $128.25 for the trailer rental Ms. [redacted] states she was quoted and requested a copy of that reservation document as well. She hopes to hear back from Ms. [redacted] soon. 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 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our South Philadelphia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and...
discussed his concerns. Although we strive for 100% satisfaction when filling a reservation, there are times we may need to offer an alternate pick up location and/or a different size of equipment to fill the reservation. Notes in the reservation indicate Mr. [redacted] canceled the reservation because we could not provide the requested equipment at his preferred pick up location. Mr. [redacted] advised our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s credit card, which 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
July 16, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our Center employee closed out...
Mr. [redacted]’s contract, then reversed the contract and refunded the fuel charge. However, the contract was never closed out again. The next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second time. Another refund for the fuel has been issued and Mr. [redacted] asked that we relay his apology for the confusion.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
December 16, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Hawaii Regional Office, followed up on the information Mr. [redacted] provided. When speaking to Mr. [redacted], she was informed Mr. [redacted]...
has arranged to pick up his U-Boxes at Royal Hawaiian Movers in Kailua-Kona.
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